Document:

EXHIBIT 10.6

 

Amendment

 

 

20070105.006.S.012.A.001

 

 

Between

 

 

StarTek, Inc.

 

 

And

 

 

AT&T Services, Inc.

 

 

 

AMENDMENT
NO. 1

 

AGREEMENT NO. 20070105.006.S.012

 

This
Amendment, effective on the date when signed by the last Party (“Effective Date”),
and amending Agreement No. 20070105.006.S.012, is by and
between StarTek, Inc., a Delaware corporation (“Supplier”), and AT&T
Services, Inc., a Delaware corporation (“AT&T”), each of which may be
referred to in the singular as a “Party” or in the plural as the “Parties.”

 

WITNESSETH

 

WHEREAS, Supplier and AT&T entered into
Agreement No. 20070105.006.S.012 on July 10, 2008 (the “Agreement”);
and

 

WHEREAS, Supplier and AT&T desire to amend the
Agreement as hereinafter set forth.

 

NOW, THEREFORE, in consideration of the
premises and the covenants hereinafter contained, the Parties hereto agree as
follows:

 

1.)           Section 2
Duration is hereby amended to change the end date in the
first sentence to March 31, 2010.

 

2.)           Section 6
Maximum Expenditure is hereby amended to delete the first sentence and
replace with the following:

 

“The
maximum expenditure shall not exceed [*] Dollars ($[*]) over the life of this Order.”

 

The
terms and conditions of Agreement No. 20070105.006.S.012 in all other
respects remain unmodified and in full force and effect.

 

Original signature
transmitted and received via facsimile or other electronic transmission of a
scanned document, (e.g., .pdf or similar format) are true and valid signatures
for all purposes hereunder and shall bind the parties to the same extent as
that of an original signature.  This
Agreement may be executed in multiple counterparts, each of which shall be
deemed to constitute an original but all of which together shall constitute
only one document.

 

IN WITNESS WHEREOF, the Parties have caused
this Amendment to Agreement No.

 

Proprietary and
Confidential

This Agreement and information contained therein is not for
use or disclosure outside of AT&T, its Affiliates, and third party
representatives, and Supplier except
under written agreement by the contracting Parties.

 

2

 

 20070105.006.S.012 to be executed, as
of the date the last Party signs.

 

	
  StarTek, Inc.

  	
  AT&T Services, Inc.

  
	
   

  	
   

  
	
  By:

  	
  /s/ David G. Durham

  	
  By:

  	
  /s/ Michael De Palma

  
	
   

  	
   

  	
   

  	
   

  
	
  Printed Name:

  	
  David G. Durham

  	
  Printed Name:

  	
  Michael De Palma

  
	
   

  	
   

  	
   

  	
   

  
	
  Title:

  	
  EVP/CFO

  	
  Title:

  	
  Sourcing Director -
  Contact Centers and Marketing

  
	
   

  	
   

  	
   

  	
   

  
	
  Date:

  	
  4/10/09

  	
  Date:

  	
  4/7/09

  
										

 

Proprietary and
Confidential

This Agreement and information contained therein is not for
use or disclosure outside of AT&T, its Affiliates, and third party
representatives, and Supplier except
under written agreement by the contracting Parties.

 

3EXHIBIT 10.7

 

Work Order No:
20070105.006.S.014

MSA No: 20070105.006.C

 

This Work Order No. 20070105.006.S.014
(“WO”) is issued pursuant to the Master Services Agreement No. 20070105.006.C
dated January 26, 2007 (“Agreement”) between AT&T Services, Inc.
(“AT&T”) and StarTek, Inc. (“Supplier”) and the Agreement is
incorporated by reference herein. Capitalized terms used in this WO not
otherwise defined herein shall have the definitions specified in the Agreement.
If the WO conflicts with the terms and conditions of the Agreement, the terms
and conditions of the Agreement shall control unless set forth in the “Special
Considerations” section of this WO in which case the WO shall govern and
control.

 

AT&T hereby authorizes Supplier to perform the following Services: 

 

1.             SCOPE OF WORK

 

1.1                            Supplier customer services
representatives (“CSRs”) shall take and handle inbound customer care inquiries
for AT&T’s Business End User Care (“BEUC”) program as set forth in Exhibit D
(“Program”) in accordance with the hours of operation set forth in Exhibit E
and subject to the applicable rates set forth in Exhibit B.

 

1.2                     Supplier shall assist AT&T BEUC
customers with the following issues seven (7) days a week subject to
applicable laws at the rates set forth in Exhibit B attached hereto. Any
other business customer care activities or changes that result in the nature or
type, market or mix of call to change shall be subject to Section 4.22
(Change Management) of the Agreement.

 

I.                                     Account Maintenance

	
  a.

  	
  billing statement questions

  
	
  b.

  	
  adjustments

  
	
  c.

  	
  changes to
  features/services (e.g. up-selling services)

  
	
  d.

  	
  changes of billing
  information

  
	
  e.

  	
  customer issues
  relative to price plans

  
	
  f.

  	
  customer cancellation
  inquiries

  
	
  g.

  	
  adding / deleting
  promotions & features

  
	
  h.

  	
  contract inquiries and
  termination dates

  
	
  i.

  	
  rate plan changes

  
	
  j.

  	
  account updates

  
	
  k.

  	
  lost / stolen phone
  resolutions

  
	
  1.

  	
  cancel requests

  
	
  m.

  	
  promotion / plan
  clarification

  
	
  n.

  	
  programming phones

  
	
  o.

  	
  equipment and features
  instructions

  
	
  p.

  	
  voice mail resets

  
	
  q.

  	
  respond to coverage
  concerns

  
	
  r.

  	
  equipment (wireless
  cell phones and PDAs) changes

  
	
  s.

  	
  Migration of customers
  between billing application

  
	
  t.

  	
  Completion of downtime
  form and offline services

  
	
  u.

  	
  Escalated
  services/resolution

  

 

II.                                 Clerical/User ID Services

a.               Activities directly related to data
entry, updating, typing, filing, creation of job aids, updating agent
communication web sites, maintenance of AT&T user IDs and such other
activities as are approved by AT&T in writing.

 

2.            PRIMARY CONTACT INFORMATION

 

2.1                           The following will perform the function
of primary Supplier Project Manager for the Program for the duration of this
WO. Supplier will use reasonable commercial efforts to retain the resource in
this position.

 

PRIVATE/PROPRIETARY/LOCK

The
information contained in this Agreement is not for use or disclosure outside
AT&T, Supplier, their affiliated companies and their third party
representatives, except under written Agreement by the contracting Parties.

 

1

 

	
  AT&T Contact(s)

  	
   

  	
  Supplier Contact(s)

  
	
  [*]

  	
   

  	
  [*]

  

 

3.            TERM

 

3.1                             The Term of this WO shall commence on March 1,
2009 (“Effective Date”), and shall continue until midnight on February 28,
2011 (the “Initial Term). This WO may be terminated as allowed in the Agreement
or in this WO.

 

4.            SERVICE SPECIFICATIONS AND
REQUIREMENTS

 

4.1                              The deliverables to be delivered by
Supplier to AT&T pursuant to this WO are listed in Exhibit A “Deliverables
Matrix” (the “Deliverables”).

 

5.            AT&T SYSTEMS USE AND DOWNTIME

 

5.1                          Should AT&T systems become
unavailable to Supplier, Supplier will follow the notification instructions
contained in AT&T’s Downtime Policy as provided by AT&T. Supplier will
utilize downtime forms to capture call information on the AT&T-provided
downtime forms and will input into AT&T systems as soon as reasonably
possible after restoration of the impacted systems. AT&T shall pay the
applicable Billable Hour rate for this function.  Supplier shall be excused from Performance
Standards for the duration of the system outage.

 

5.2                             If the telecommunications systems are in
failure due to AT&T, AT&T may require Supplier’s CSRs to go into pure
AUX state, whereby they are not receiving calls. AT&T shall still be
charged the actual outage time incurred for the amount of time affected.
Supplier shall be excused from Performance Standards for the duration of the
outage.

 

5.3                             The AT&T system will be completely
down during certain after-hour times and other scheduled times throughout the
year for maintenance.  When practical,
AT&T will advise Supplier of the scheduled maintenance at least [*] hours
prior to the times and dates that the systems will not be available due to
maintenance.

 

5.4                             Notwithstanding the foregoing, in the
event of a Supplier system/telecommunications outage, Supplier will utilize
CSRs’ [*]for offline work and training for the duration of the outage. AT&T
will be charged only for [*] during the duration of a Supplier system outage.

 

6.            PERFORMANCE STANDARDS:

 

6.1                             AT&T and Supplier have developed the
AHT, Repeat Calls, Availability, Customer Satisfaction, Occupancy, and Short
Call standards set forth in this WO, (hereinafter “Performance Standards”) to
ensure the delivery of high quality, efficient customer service. Subject to
AT&T providing and Supplier receiving the forecasts set forth in Section 6.2
herein (“Forecast Process”).  Effective
upon signature of this WO by both parties (“Execution Date”), Performance
Standard s for Sites existing on the Execution Date shall begin the month
following the Execution Date. 
Furthermore, anytime a particular Site/Line Group increases by more than
[*] percent ([*]%) over a [*] month period, Performance Standards shall not
apply with respect to such Site/Line Group until [*] days after the incremental
Site/Line Group staff has been in Production handling customer calls.   Before the application of any of the
Performance Standards, the parties agree to meet and discuss in good faith
changes to the Performance Standards set forth and the relevant AT&T
service credits and Supplier incentive pay with respect to such Performance
Standards 

 

PRIVATE/PROPRIETARY/LOCK

The
information contained in this Agreement is not for use or disclosure outside
AT&T, Supplier, their affiliated companies and their third party
representatives, except under written Agreement by the contracting Parties.

 

2

 

based on performance
prior to such Performance Standards taking effect. Performance Standards
hereunder shall be measured by Line Group at each Site and shall exclude calls
handled by the IVR and those calls subject to waivers as set forth herein this
WO.  Any services credits owed or
incentive pay earned by Supplier shall only apply to the Services invoiced for
the particular Site/Line Group subject to Exhibit D herein for which it
was measured and shall be assessed to Billable Hours only.

 

6.2                             Call Volume Forecasting / Staffing. 
Each month on a by Site/Line Group basis, AT&T shall provide
Supplier [*] written forecasts to be used by Supplier as a guide for
recruitment, planning and staffing activities. 
The [*] written forecasts are as follows:

 

1.         [*]-Day Outlook Forecast with the
required number of Full Time Equivalents (“FTEs”) by Site/Line group for
recruitment purposes.

 

2.         [*]-Day Locked Forecast with the
estimated daily number of calls and Average Handle Time (AHT) by Site/Line
Group for planning purposes (“[*]-DayLock”).

 

3.         [*]-Day Forecast with daily call
arrival patterns by Site/Line Group.

 

Supplier
shall provide FTE staffing pursuant to the mutually agreed upon [*]-Day Lock, which will include an
assumption of initial Program training and on-the-job training (“Nesting”)
pursuant to Exhibit E, by Site/Line Group. 
Notwithstanding the foregoing, in the event that AT&T requests
training or Nesting to extend beyond that defined in Exhibit E, and
Supplier determines that the change will affect Supplier’s ability to staff
accurately, the parties shall address the change subject to Section 4.22
(Change Management) of the Agreement.

 

The
mutually agreed upon [*]-Day Lock represents a commitment by AT&T and Supplier with respect
to call volume and staffing levels by Line Group.  Once the [*]-Day Lock is agreed to, AT&T agrees to
compensate Supplier for the Billable Hours incurred for the applicable month
which shall be no less than [*] percent ([*]%) of the [*]-Day
Lock, and it is Supplier’s responsibility to staff to [*]-Day Lock as mutually
agreed upon.  In cases where Supplier has
duplicate Line Groups across Sites, Supplier reserves the right to increase or
decrease volumes at a Site level as long as the [*]-Day Lock remains unchanged.

 

Both
AT&T and Supplier will need to agree upon the staffing requirements when
the [*]-Day Lock represents +/- [*]% change from the previous [*]-Day Lock, as it may
require additional new hire training. 
The parties shall mutually agree upon adjusted staffing for the modified
forecast volumes pursuant to Section 4.22 (Change Management) of the
Agreement.  Notwithstanding the
foregoing, in the event a Site staffing decrease is the lesser of (a) [*] CSRs or (b) [*] percent ([*]%) of the site, Supplier shall have
[*] days from receipt of
written notice to decrease the [*]-Day Lock if it can demonstrate to AT&T’s
reasonable satisfaction that such Site staffing decrease triggers notification
requirements pursuant to the WARN Act.

 

a)                                      The Performance
Standards outlined here in this WO may be changed by AT&T upon [*] days written notice to Supplier
per the procedure outlined in Section 4.22 (Change Management) of the
Agreement.

 

b)                                     Notwithstanding the
foregoing, Supplier shall be waived for Performance Standards (with the
exception of 6.3.4 and 6.3.5) and shall not be in breach under this WO or the
Agreement to the extent caused by AT&T or if actual call volume for such
Program exceeds or is less than the [*]-Day Lock for such Site/Line Group by
more than [*] percent ([*]%) or as otherwise set forth in
this WO or the Agreement.

 

c)                                      Failure to meet the
same Performance Standard at the same Site/Line Group for [*] consecutive months shall be
considered a material default unless otherwise waived in accordance with the
terms and conditions set forth herein.

 

PRIVATE/PROPRIETARY/LOCK

The
information contained in this Agreement is not for use or disclosure outside
AT&T, Supplier, their affiliated companies and their third party
representatives, except under written Agreement by the contracting Parties.

 

3

 

d)                                     Supplier shall provide at least [*]
percent ([*]%) of the staffing pursuant to the [*]-Day Lock and in any case
shall use reasonable efforts to achieve [*] percent ([*]%) of the staffing
pursuant to the [*]-Day Lock, and AT&T shall provide at least [*] percent
([*]%) of the Billable Hours pursuant to the [*]-Day Lock.   If AT&T provides less than [*] percent
([*]%) of the Billable Hours to support the staffing requirements provided in
the [*]-Day Lock, AT&T agrees to pay the difference to meet [*] percent
([*]%).

 

Supplier’s failure to
meet [*] percent ([*]%) of committed staffing pursuant to the [*]- Day Lock per
Site will result in [*].

 

6.3                                 Performance Standards:  The Customer Satisfaction, Occupancy, Average
Handle Time and Repeat Calls Performance Standards shall apply to the Line
Groups set forth in Exhibit D of this WO, and shall be subject to material
default and the applicable AT&T service credit or Supplier earned incentive
pay set forth herein.  The Occupancy, and
Short Calls Performance Standards will not be subject to services credits or
incentive pay, however, will be subject to material default.

 

6.3.1                        Customer Satisfaction:  For
the purposes of this Performance Standard, Customer Satisfaction will be
calculated based upon the combined performance results of First Call Resolution
(“FCR”) GAP and Total Resolved each of which shall be subject to statistically
valid sample sizes with a margin of error no greater than [*] percent
([*]%).  If the margin of error exceeds
[*] percent ([*]%) for the month, the monthly measurement will be waived and
shall be excluded from the monthly Performance Standard measurement.  In addition, AT&T or AT&T vendor site
performance measurements with a margin of error greater than [*] percent ([*]%)
shall not be included in the stack ranking. 
In addition, Supplier shall be waived from the Customer Service
Performance Standard and shall not be in breach or subject to an AT&T
service credit if actual calls volumes exceed or are less than the [*]-Day
Volume Forecast by more than [*] percent ([*]%), provided that Supplier is in
compliance with the mutually agreed upon [*]-Day Lock.

 

FCR GAP is the percentage
variance between the possible First Call Resolution score and the actual FCR
score and is more particularly defined in Exhibit C attached hereto.  FCR GAP results will be ranked by AT&T
sites providing the same services (“Like Sites”).  * FCR GAP shall be calculated as follows:

 

(Possible FCR — Actual First Call Resolution) /
Possible First Call Resolution

 

Total Resolved is defined
as the total number of surveys resulting in a customer’s primary issue was
resolved by Supplier.

 

The FCR GAP and Total
Resolved metrics will be reported on a monthly basis and shall be summed on a
monthly basis to determine performance results. 
The following methodology shall be used to determine penalty/premium
associated with this Performance Standard:

 

Like
Sites shall be ranked in accordance to the FCR GAP *

Like
Sites shall be ranked in accordance to Total Resolved scores

The
sum of the rankings shall be used to determine an overall score

The
overall score (in ascending order) of all Like Sites shall be ranked

 

Illustrated
as follows:

 

PRIVATE/PROPRIETARY/LOCK

The
information contained in this Agreement is not for use or disclosure outside
AT&T, Supplier, their affiliated companies and their third party
representatives, except under written Agreement by the contracting Parties.

 

4

 

	
  Site

  	
   

  	
  Actual

  FCR

  	
   

  	
  Possible

  FCR

  	
   

  	
  Point

  Gap

  	
   

  	
  % FCR

  Gap

  	
   

  	
  FCR

  GAP

  RANKING

  	
   

  	
  Total

  Resolved

  	
   

  	
  Total

  Resolved

  RANKING

  	
   

  	
  OVERALL

  SCORE

  	
   

  	
  OVERALL

  RANKING

  
	
  A

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  
	
  B

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  
	
  C

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  
	
  D

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  
	
  E

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  
	
  F

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  
	
  G

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  
	
  H

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  
	
  I

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  
	
  J

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  
	
  K

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  

 

	
  Ranked top [*]% of Like
  Sites

  	
   

  	
  [*]% Supplier earned
  incentive pay

  
	
  Ranked top [*]% - [*]%
  of Like Sites

  	
   

  	
  [*]% Supplier earned
  incentive pay

  
	
  Ranked bottom [*]% -
  [*]% of Like Sites

  	
   

  	
  [*]% AT&T service
  credit

  
	
  Ranked bottom [*]% of
  Like Sites

  	
   

  	
  [*]% AT&T service
  credit

  

 

NOTE:            Notwithstanding anything herein to the
contrary, in the event Supplier’s Customer Satisfaction results fall into the
bottom quartile of the Like Sites stack ranking however, Supplier meets the
individual FCR Gap measurement of <=[*]% and a Total Resolved measurement of
>=[*]% for the month, Supplier will receive a waiver for material default
and shall not be subject to any invoice credit.

 

6.3.2                        Occupancy Rate Target of [*]%: 
The Occupancy Rate will be measured monthly and shall be determined by
subtracting total idle (waiting to serve) time from total logged in time and
dividing the difference by total logged in time.  If actual volumes are [*] percent ([*]%)
greater than or less than the [*]-Day Volume Forecast from AT&T and
Supplier staffing levels are in accordance with Supplier forecast, the
Occupancy Rate target will be waived.

 

6.3.3                        Average Handle Time (“AHT”): 
The AHT target by Site/Line Group shall be provided by AT&T on a [*]
basis in the [*]-Day Lock and shall be measured monthly as it applies to
material breach.  The AHT Performance
Standard will be waived if the actual call volume is [*] percent ([*]%) greater
than or less than [*] percent ([*]%) of the [*]-Day Volume Forecast. The
AT&T service credits will be applied in the following fashion:

 

	
  > or = to
  [*]% above target

  	
   

  	
  [*]% AT&T service
  credit

  

 

6.3.4                        Short Calls: The Short Call Target of [*] percent
([*]%) shall be measured [*].   The Short
Call metric shall be measured by dividing the total number of calls with an AHT
of [*] seconds or less by the total number of calls answered.

 

6.3.5                     Repeat Call Target of [*]% : (Repeat Calls) / (Calls Answered) 
shall be measured [*] is defined as the percentage
of calls handled by the CSR where the customer called back and was handled
again by a different CSR within [*] calendar days.  Repeat calls are a non-CMS statistic
generated externally from IVR call data. A repeat call occurs when a CTN
touches an AT&T IVR more than once within [*] calendar days and is
determined as follows:

 

PRIVATE/PROPRIETARY/LOCK

The
information contained in this Agreement is not for use or disclosure outside
AT&T, Supplier, their affiliated companies and their third party
representatives, except under written Agreement by the contracting Parties.

 

5

 

·                  Customer calls in and speaks to
BEUC CSR #1

·                  CTN calls back within [*]and touches IVR (counted as
repeat call towards BEUC CSR #1 when the customer speaks to BEUC CSR#2)

·                  CTN calls back
within [*] and touches IVR
(counted as repeat call towards BEUC CSR#2 when the customer speaks to BEUC
CSR#3)

 

	
  < or = to [*]%

  	
   

  	
  [*]% Supplier earned
  incentive pay

  
	
  [*]% to [*]%

  	
   

  	
  [*] Supplier earned
  incentive pay or AT&T service credit

  
	
  > or = to [*]%

  	
   

  	
  [*]% AT&T
  service credit

  

 

7.             CAP

 

The
resulting Supplier earned incentive pay and AT&T service credits for the
applicable Performance Standard measurement set forth herein Section 6
will only be applied to the applicable Site’s Line Group Billable Hours. The
total AT&T service credit for all Performance Standards in aggregate in any
month cannot exceed a maximum of [*] percent ([*]%) per Site invoice. The total
Supplier earned incentive pay for all Performance Standards in aggregate in any
month cannot exceed a maximum of a [*] percent ([*]%) per Site invoice.

 

8.              PERFORMANCE STANDARDS WAIVERS

 

8.1                              In addition to any other waivers set
forth herein this WO, Supplier shall be excused for failures to meet any
Performance Standard and shall not be in breach of this WO if such failure is
caused by: a) AT&T; and/or b) third parties (hired or contracted) to
provide system applications and/or system application services to or for
AT&T (including carriers) (a and b collectively referred to as “AT&T/Service
Provider”) including without limitation acts or omissions of AT&T/Service
Provider.

 

8.2                              Notwithstanding anything to the contrary
herein, in addition to waivers set forth herein this WO, AT&T may choose to
waive Performance Standards and applicable penalties at its sole discretion.
AT&T must invoke this option in writing within [*] days following the last
day of the billing cycle for the service period.

 

9.              PRICE

 

9.1                              Services shall be compensated by AT&T
to Supplier pursuant to the rates and charges detailed in Exhibit B which
is attached hereto and fully incorporated herein by this reference. Such rates
and charges do not include all applicable taxes.

 

10.       TERMINATION FOR CONVENIENCE

 

10.1                      AT&T may Terminate this WO for
convenience in accordance with Section 3.4 (Cancellation and Termination)
of the Agreement.

 

11.       DISPUTE RESOLUTION

 

Either
party may give the other party written notice of any dispute not resolved in
the normal course of business. The parties will attempt in good faith to
promptly resolve any issue, dispute, or controversy arising out of or relating
to this Agreement promptly by negotiation between the managers set forth
below.  Within ten (10) days after
delivery of such notice, representatives of both parties will meet at a
mutually acceptable time and place, and thereafter as often as they reasonably
deem necessary, to exchange relevant information and to attempt to resolve the
dispute within the time frames here:

 

	
   

  	
   

  	
  AT&T

  	
   

  	
  Supplier

  
	
  Within [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  
	
   

  	
   

  	
   

  	
   

  	
   

  
	
  Within [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  
	
   

  	
   

  	
   

  	
   

  	
   

  
	
  Within [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  

 

PRIVATE/PROPRIETARY/LOCK

The
information contained in this Agreement is not for use or disclosure outside
AT&T, Supplier, their affiliated companies and their third party
representatives, except under written Agreement by the contracting Parties.

 

6

 

If any dispute is not resolved in accordance with this
process after [*] days, the parties will escalate to the respective executive
levels. Both parties agree to continue performance during the negotiation
period set forth in this section of the WO.

 

12.       SPECIAL CONSIDERATIONS:

 

12.1                             The terms set forth below shall be in
addition to the terms set forth in the respective sections of the Agreement:

 

12.1.1              Supplier Responsibilities

 

a.                                  Except as otherwise set forth in this WO
or the Agreement, Supplier will be responsible for supplying all Supplier
personnel, facilities, technology, services and materials necessary to perform
the Services in accordance with the terms and conditions set forth in this WO.

 

b.                                 Supplier will provide the necessary, as
of the Effective Date of this WO, voice and data infrastructure and PCs (or
thin client applications in lieu of PCs) at Supplier’ Site(s) from the
point of demarcation within Supplier’ data centers) for voice and data
communications. The point of demarcation is the point where AT&T-owned
circuits/equipment end and Supplier-owned circuits/equipment begin. AT&T
will provide any intelligent call management (ICM) routing and screen-pop
equipment as required; or, alternatively Supplier will provide ICM and
screen-pop equipment subject to Exhibit 5
of the Agreement. Supplier’ PCs will reside on the Supplier network
and access AT&T’s systems via web, Citrix, or other thin client
connectivity.

 

c.                                  Supplier shall pay for the Supplier standard,
as of the Effective Date of this WO, voice and data network facilities
(bandwidth of [*] for data and [*] for voice; voice trunking of [*] trunks per
seat) between Supplier’ data center and Supplier’ call centers related to this
WO.   AT&T shall be responsible for
other voice and data charges, including delivering voice and data to Supplier’
data center hub(s), bandwith exceeding Supplier’ standards in existence as of
the WO Effective Date, and any dedicated security equipment required by
AT&T.   In the event AT&T
utilizes VoATM to deliver calls to a Supplier hub, AT&T will provide the
Nortel Passport or equivalent device required in the Supplier hub to accept the
VoATM traffic. Supplier agrees to relinquish ownership at no cost to AT&T of
any and all toll-free numbers associated with the Program to AT&T or
another party specified by AT&T within [*] hours of AT&T’s request;
provided that AT&T is current on all invoices.

 

12.1.2             Training

 

a.                                 Training costs shall be billed as listed
under Exhibit B.

 

b.                                Initial new hire training:  Supplier agrees to provide training pursuant
to Exhibit E attached hereto to Supplier CSRs in accordance with AT&T
provided Training Materials, and all retraining, ongoing soft-skills training,
and customer service training at the rates set forth in Exhibit B, in
order to perform the Services described in this WO.  If mutually agreed between the parties
subject to Section 4.22 (Change Management) of the Agreement, AT&T may
provide AT&T trainers for initial train-the-trainer training programs.

 

c.                                 AT&T may request to extend the
duration of initial Program training subject to Section 4.22 (Change
Management) of the Agreement.

 

d.                                   During the nesting period agents will
meet the following level of productivity for the weeks indicated: Week [*] a
minimum of [*]% of the agents time will be spent on the phones to provide ample
development, Week [*] a minimum of [*]% of the agents time will be spent on the
phones.

 

12.1.3.                         Quality Assessment

 

a.                                 Supplier will provide enough Quality
Assessment (“QA”) agents at the QA rate set forth in Exhibit B, to CSRs to
meet the average number of observations monthly. Each CSR is monitored an
average of [*] scored evaluations per month by QA and Production
staff/personnel collectively and other informal evaluations as agreed upon by
the parties based 

 

PRIVATE/PROPRIETARY/LOCK

The
information contained in this Agreement is not for use or disclosure outside
AT&T, Supplier, their affiliated companies and their third party
representatives, except under written Agreement by the contracting Parties.

 

7

 

upon individual CSR performance. Supervisors will use
commercially reasonable efforts to provide feedback within [*] hours if below
goal and [*] hours if within or above goal. Agents needing improvement will
receive additional evaluations via various methods (side by side, additional
monitoring, remote monitoring, double jacking, etc). QA agents will shadow CSRs
while on the call without the CSR being aware they are being monitored.

 

Calibration sessions between Supplier QA agents,
Supplier supervisors and AT&T representatives will be held weekly to ensure
scoring and feedback to CSR’s is consistent. 
If Supplier fails to monitor an average of [*] scored evaluations per
month by QA and Production staff/personnel collectively as set forth above,
Supplier will be advised of such deficiencies and Supplier will have [*] days
to bring performance back to objective’s standards.  AT&T and Supplier may mutually agree to
modify the standards upon written agreement signed by both parties, in the
event AHT increases by [*] percent ([*]%) from the previous month’s [*]-Day
Lock, AT&T and Supplier shall re-evaluate the QA staffing required to meet
the obligations set forth herein.

 

PRIVATE/PROPRIETARY/LOCK

The
information contained in this Agreement is not for use or disclosure outside
AT&T, Supplier, their affiliated companies and their third party
representatives, except under written Agreement by the contracting Parties.

 

8

 

Original signature
transmitted and received via facsimile or other electronic transmission of a
scanned document, (e.g., .pdf or similar format) are true and valid signatures
for all purposes hereunder and shall bind the parties to the same extent as
that of an original signature.   This
Agreement may be executed in multiple counterparts, each of which shall be
deemed to constitute an original but all of which together shall constitute
only one document.

 

IN WITNESS WHEREOF, the parties have caused this Agreement
to be executed by their authorized representatives:

 

 

	
  StarTek,
  Inc

  	
   

  	
  AT&T
  Services, Inc.

  
	
   

  	
   

  	
   

  
	
  By: 

  	
  /s/ A. Laurence Jones

  	
   

  	
  By: 

  	
  /s/ Tim Harden

  
	
   

  	
   

  	
   

  
	
  Printed Name: 

  	
  A. Laurence Jones

  	
   

  	
  Printed Name: 

  	
  Tim Harden

  
	
   

  	
   

  	
   

  
	
  Title: 

  	
  President &
  CEO

  	
   

  	
  Title: 

  	
  President-Supply
  Chain & Fleet Operations

  
	
   

  	
   

  	
   

  
	
  Date: 

  	
  7-9-09

  	
   

  	
  Date: 

  	
  7-7-09

  
											

 

PRIVATE/PROPRIETARY/LOCK

The
information contained in this Agreement is not for use or disclosure outside
AT&T, Supplier, their affiliated companies and their third party
representatives, except under written Agreement by the contracting Parties.

 

9

 

Exhibit
A

DELIVERABLES
MATRIX

 

	
  Deliverables/Specifications Requirements

  	
   

  	
  Delivery

  Date

  	
   

  	
  Evidence of

  Success

  
	
  Deliverable Set #1- Reporting

   

  ACD Report: 
  Comprehensive report with data taken directly from the switch.  Details total calls offered, calls handled,
  calls abandoned, average speed of answer, average handle time by live agent
  and downtime.  Delivered to AT&T
  daily.

   

  Agent (PAR) Report: 
  Agent or Personal Accountability Reports provide queue performance
  statistics broken down by agent.  Data
  elements include the number of ACD calls answered, the average time spent on
  each ACD call, the average time spent waiting between ACD calls, the time
  spent doing post-call work, the time spent logged into the system, Short
  Calls, Transfer rates, Availability, etc. 
  Delivered to AT&T daily

   

  Call Disposition Report: 
  Offers call disposition detail by type code.  Supplier may provide this report to
  AT&T subject to Exhibit 5 of the Agreement.

   

  System Outages Report: 
  Report provides a listing of the date, time, duration and description
  of any system outages to Supplier systems, root cause analysis, and
  preventative measures.  Delivered to
  AT&T when system outages occur.

   

  Call Comparison: 
  Compares forecasted to actual call volume and answer performance.

   

  Combined FTE:  Report
  provides ongoing attrition training data, with class details (class size,
  dates, etc.).  Delivered to AT&T
  weekly.

   

  Interval: 
  Report provides one-half hour (1/2) interval call volume data.  Delivered to AT&T daily.

   

  Invoice Detail:  Invoices will
  include detailed documentation including but not limited to, for each CSR; a
  list of CSR names, hours logged via the ACD, hours logged, and indicator for
  training or production status.

   

  Weekly Quality Report: 
  Weekly roll up of quality performance to include:  scores from evaluations completed by
  Supplier quality team, scores from evaluations completed by Supplier
  leadership team (team leads/supervisors), QA/Team Lead score variance,
  combined score, total evaluations completed by QA Team, total evaluations
  completed by Team Leads.

   

  Monthly Quality Report: 
  Monthly roll up of quality performance to include:  scores from evaluations completed by
  Supplier quality team, scores from evaluations completed by Supplier
  leadership team (team leads/supervisors), QA/Team Lead score variance,
  combined score, total evaluations completed by QA team, total evaluations
  completed by Team Leads.

  	
   

  	
  As indicated in report
  description

  	
   

  	
  Accurate and timely reporting whether pushed to
  recipients or available online.

  

 

PRIVATE/PROPRIETARY/LOCK

The information contained
in this Agreement is not for use or disclosure outside AT&T, Supplier,
their affiliated companies and their third party representatives, except under
written Agreement by the contracting Parties.

 

10

 

	
  Deliverables/Specifications Requirements

  	
   

  	
  Delivery Date

  	
   

  	
  Evidence of

  Success:

  
	
  Intraday Reports

  Reporting shall
  be produced and delivered four (4) times daily (in PDF format) at noon, 2pm,
  4pm and 10pm daily:  Reports will
  include (NCO) Number of calls offered, (NCH) Number of calls handled, (SL%)
  Service Level percentage, (OCC%) Occupancy percentage, (AHT) Average handle
  time, (ASA) Average Speed of Answer, and staff time in seconds. Data will be
  provided for each 30-minute interval with rolling totals at report times.

   

  Intraday Daily Recap Report

  Report shall be produced and delivered one (1) time
  daily for the previous day (in PDF format): 
  Reports will include (NCO) Number of calls offered, (NCH) Number of
  calls handled, (SL%) Service Level percentage, (OCC%) Occupancy percentage,
  (AHT) Average handle time, (ASA) Average Speed of Answer, and staff time in
  seconds. Data will be provided for each 30-minute interval for the previous
  day with rolling totals for the end-of-day.

   

  Intraday Weekly Interval Report

  Report shall be produced and delivered one (1) time
  weekly for the previous 7-days (in Excel format):  Reports will include (NCO) Number of calls
  offered, (NCH) Number of calls handled, (SL%) Service Level percentage, (OCC%)
  Occupancy percentage, (AHT) Average handle time, (ASA) Average Speed of
  Answer, (SL30%) Service Level 30%. Data will be provided for each 30-minute
  interval for the previous 7-days with daily summary totals.

   

  Daily Split Stats Report

  Report shall be produced and delivered one (1) time
  daily for the previous day:  Reports
  will include Function (or LOB), Technology (or Category), Split name,  Split number,(NCO) Number of calls offered,
  (NCH) Number of calls handled, (SL%) Service Level percentage, Max Delay,
  (OCC%) Occupancy percentage, (AHT) Average handle time, Accessibility, and
  staff time in seconds.

   

  Weekly Site Metrics Report

  Report shall be produced and delivered one (1) time
  Weekly on Mondays for the previous 7-days with MTD totals:  Reports will include the Date, Number of
  calls offered, (NCH) Number of calls handled, (AHDT) Average hold time, (AWT)
  Average wrap time, (AHT) Average handle time, (OCC%) Occupancy percentage,
  Accessibility, Shrinkage %, Hold % and (ACW %) After call wrap percentage.

   

  VDN Report

  Report shall be produced and delivered one (1) time
  daily for the previous day:  Reports
  will include the number of times specific VDNs were contacted by each of the
  SBS sites per day with MTD totals.

  	
   

  	
  As noted in report
  description

   

  	
   

  	
  Accurate and timely reporting whether pushed to
  recipients or available online.

  

 

PRIVATE/PROPRIETARY/LOCK

The information contained
in this Agreement is not for use or disclosure outside AT&T, Supplier,
their affiliated companies and their third party representatives, except under
written Agreement by the contracting Parties.

 

11

 

Exhibit B

Price

 

For Services performed under
this WO, Supplier shall be compensated in accordance with the pricing shown
below:

 

	
  PROGRAM
  NAME

  	
   

  	
  Business End User Care Program

  
	
   

  	
   

  	
   

  
	
  BILLABLE
  HOUR RATE

  	
   

  	
  $[*]

  
	
   

  	
   

  	
   

  
	
  DRUG
  SCREEN & BACKGROUND 

  CHECK: (US Sites only)

  	
   

  	
  Passed through at cost
  (Checks required as a result of attrition will be the responsibility of
  Supplier.)

  
	
   

  	
   

  	
   

  
	
  OVERTIME
  RATE & HOLIDAY (by Site)

  	
   

  	
  Premium Rate: [*]%
  premium above the Billable Hour Rate being paid by AT&T for the time
  period requested

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
  New Hire/Growth$[*]

  
	
   

  	
   

  	
  Nesting: Week 1 $[*],
  Week 2 $[*], Week 3 $[*]

  
	
  TRAINING
  RATE

  	
   

  	
  Supplemental Training:
  [*]

  
	
   

  	
   

  	
  Conversion Training:
  [*]

  
	
   

  	
   

  	
  Attrition: [*]

  

 

Notes:

 

a.               “Billable Hour” means the time between the time a CSR
clocks into and clocks out of Supplier’s time keeping system for the purpose of
performing agreed upon work for AT&T. 
This time shall include a maximum of fifteen (15) minutes per day of
pre-shift instructions per CSR unless otherwise directed by AT&T.  The
Billable Hour includes 30 minutes for breaks but does not include lunches, sick
time, vacations, or Supplier sponsored events such as non-AT&T focus groups
and non-AT&T development.  Actual
time in a Billable Hour for billing purposes is 60 minutes.

 

b.              The total amount payable by
AT&T for the Services shall be determined by applying the stated rate of
compensation to die Services actually performed by Supplier. The Premium and
Overtime Rate shall apply if Supplier is able to and AT&T agrees to
offer premium and overtime hours (to the extent such hours are in excess of 40
hours per week per CSR). Holiday Rates shall apply based on applicable
Holidays at the Site. US Holidays (applicable only in the U.S.): New Years Day,
Thanksgiving Day, Labor Day, Christmas Day, Memorial Day, Independence Day, Christmas Eve. Canadian
Holidays (applicable only in Canada): New Years Day, Good Friday, Victoria
Day, Canada Day, Civic Day, Labor Day, Thanksgiving Day, Remembrance Day,
Christmas Day, and Boxing Day. Should AT&T request that
Supplier provide Services for the Program on any of the Holidays listed,
AT&T shall compensate Supplier at the Holiday Rate as listed herein.

 

PRIVATE/PROPRIETARY/LOCK

The information contained
in this Agreement is not for use or disclosure outside AT&T, Supplier,
their affiliated companies and their third party representatives, except under
written Agreement by the contracting Parties.

 

12

 

c.               Domestic Inbound/Outbound
telecom. AT&T shall be client of record on the (800) service. Subject to
AT&T's prior written approval of usage, domestic inbound and outbound
telecom charges shall be a direct pass through.

 

d.              Postage, shredding, express
mail, printing, and courier services, trunking and circuits, reproduction
(other than [*] which is borne by
Supplier), and travel (Pre-approved by AT&T) will all be charged at [*].

 

e.               AT&T will not be charged
costs associated with [*].  AT&T will be charged for Growth
Training.  Growth is defined as any
requested increase in FTE above previous locked forecast.  If AT&T requests Supplier to reduce FTE,
then subsequently requests Supplier increase FTE, that increase will be
considered growth and the associated training will be billable to AT&T.

 

f.                 Program Support Analyst: 
One position per site.   $[*] per hour (not to
exceed [*] hours
per week without prior written approval of the AT&T contact identified in
2.1 of this WO.  Functions shall include,
but not be limited to, the following tasks:

 

1.               Creates & maintains all reports &
data pertaining to billing requirements for AT&T

2.               Works with CCDs & accounting to meet
invoicing deadlines at mid-month & end of month

3.               Develop a detailed understanding of the
billing structure & performance penalties/bonus per SOW to ensure
compliance

4.               Daily monitors invoice data &
performs various daily audits to ensure accuracy & validity of invoicing
data

5.               Recommends updates & changes to reports
as needed

6.               Submits tickets & works with
reporting department for various changes & issues

7.               Works closely with CCDs to ensure sites
are gathering all invoicing data correctly & consistently

8.               Maintains invoice files & back up
documentation

9.               Verifies all invoice data including
descriptions, dollars amounts, & PCAs

10.         Effectively responds to all reporting
requests from SRT & AT&T

11.         Acts proactively to assess & address
changes in the business environment

12.         Works with resource planning to ensure
all agent set-ups are correct for upload to FTP files for upload to SRS PAR

13.         Performs daily audits to ensure data
files posted to the FTP site for upload to SRS PAR are accurate

14.         Prepares mapping & submits updated
reporting requests for any new or changed agent groups (skills)

15.         Works with resource planning to ensure
all necessary billable information is documented

16.         Works with quality department to ensure
all necessary billable information is documented

17.         Acts as reporting, invoicing and issues
POC

 

g.              Methods & Process (M&P) Specialist: One position per Site. $[*] per hour (not to
exceed [*] hours
per week without prior written approval of the AT&T Mobility contact
identified in 2.1 of this Work Order.  Functions shall include, but not be
limited to, the following tasks:

 

1.         Effectively & accurately communicates information
then identifies, tracks, compiles, & summarizes results for the site

2.         Distributes AT&T information by attending team
huddles, meetings & focus groups

3.         Creates desk drops, emails, presentations, weekly
newsletters & updates Communication SharePoint’s

4.         Proactively looks for issues to identify any
communication gaps & interacts with other programs in the region.

5.         Maintains any local trackers;
creates/deletes/maintains discussion boards on IMC SharePoint &
Communication Dashboard sites; oversee IMC SharePoint permissions profile
accuracy; attends bi-weekly National IMC calls.

6.         Completes team hierarchy add/deletes for mapping to
SRS PAR Site

 

h.              Quality Champion:  One position
per Site.  $[*] per hour (not to exceed [*] hours per week without prior written approval of the AT&T contact
identified in 2.1 of this WO).  Position
allows sites to better examine the areas of opportunity to improve
quality & address any AT&T related concerns. Functions shall include,
but not be limited to, the following tasks:

 

1.               Works closely with the
AT&T internal Quality Champion to analyze & interpret the sites Quality
& Wave results

 

PRIVATE/PROPRIETARY/LOCK

The information contained
in this Agreement is not for use or disclosure outside AT&T, Supplier,
their affiliated companies and their third party representatives, except under
written Agreement by the contracting Parties.

 

13

 

2.               Interacts with all
departments to coordinate Quality Assurance & Wave training, educations
& results

3.               Reviews performance thru
quality analysis, working with agents to improve performance

4.               Creates of job aids,
educational training, reports out information & provides suggested
solutions

5.               Strongly partners with
Quality Assurance department to ensure consistent message & delivery of
information & call expectations

6.               Participates during
Quality Assurance calibrations both internally & nationally

7.               Identifies behaviors that
if changed, would give the site the most positive impact

8.               Analyzes Quality &
Wave trends to understand the challenges & how to drive improvements

9.               Draws conclusions from
data & makes meaningful recommendations to the AT&T & the site

10.         Delivers analysis &
educates all regarding trends.  Delivers
training in the classroom, Nesting & production

11.         Researches issues &
partners/communicates to all departments to alleviate problems, inconsistencies
& or improve overall customer satisfaction levels

12.         Reports current trends
& makes recommendations for improvement through coaching & mentoring

13.         Tracks quality trends
& makes recommendations to training team on changes to current programs

14.         Interacts with all levels
of personnel & responds to questions from agents, supervisors, managers
& AT&T

 

PRIVATE/PROPRIETARY/LOCK

The information contained
in this Agreement is not for use or disclosure outside AT&T, Supplier,
their affiliated companies and their third party representatives, except under
written Agreement by the contracting Parties.

 

14

 

Exhibit (C)

Performance Standard Table

 

	
   

  	
   

  	
   

  	
   

  	
  Supplier Incentive Pay

  	
   

  	
  Target

  	
   

  	
  AT&T Service Credit

  	
   

  	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  	
   

  	
  -

  	
   

  	
  -

  	
   

  	
  =

  	
   

  	
  +

  	
   

  	
  +

  	
   

  	
  Frequency

  	
   

  	
  Comments

  
	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  
	
  Customer Satisfaction

  	
   

  	
  Bonus/Penalty

  	
   

  	
  [*]%

  	
   

  	
  [*]%

  	
   

  	
  Compare To like centers

  	
   

  	
  [*]%

  	
   

  	
  [*]%

  	
   

  	
  [*]

  	
   

  	
  Subject
  to WO Section 6.3.1

  
	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  
	
   

  	
   

  	
  Result

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
   

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  
	
  Repeat Calls

  	
   

  	
  Bonus/Penalty

  	
   

  	
  [*]%

  	
   

  	
  [*]%

  	
   

  	
  [*]%

  	
   

  	
  [*]

  	
   

  	
  Subject
  to WO Section 6.3.5

  
	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  
	
   

  	
   

  	
  Result

  	
   

  	
  </=[*]%

  	
   

  	
   

  	
   

  	
  >/= [*]%

  	
   

  	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  
	
  Average Handle Time

  	
   

  	
  Bonus/Penalty

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  [*]

  	
   

  	
  [*]%

  	
   

  	
  [*]

  	
   

  	
  Subject
  to WO Section 6.3.3

  
	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  
	
   

  	
   

  	
  Result

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  > = [*]%
  above target

  	
   

  	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  
	
  Committed Staffing

  	
   

  	
  Bonus/Penalty

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  [*]% of the [*]-Day Lock

  	
   

  	
  [*]%

  	
   

  	
  [*]

  	
   

  	
  Subject
  to WO Section 6.2.e

  
	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  
	
   

  	
   

  	
  Result

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
  [*]%

  	
   

  	
   

  	
   

  	
   

  

 

PRIVATE/PROPRIETARY/LOCK

The information contained
in this Agreement is not for use or disclosure outside AT&T, Supplier, their
affiliated companies and their third party representatives, except under
written Agreement by the contracting Parties.

 

15

 

Exhibit D

Program Descriptions

 

	
  Program Name

  	
   

  	
  Program Description

  Functions shall include, but may not be

  limited to, the following tasks:

  	
   

  	
  Sites

  
	
  Small Business Services (“SBS”)

  or Business End User Care

   

  Line Groups:

  IRU NBI/TLG

  PIN CODE

  SMB EMO

  SBS EU

  	
   

  	
  Inbound
  calls from post paid subscribers. 
  Duties include the following account maintenance activities:  billing statement questions, adjustments,
  changes to features/services, changes of billing information, customer issues
  relative to price plans, customer cancellation inquiries, adding / deleting
  promotions & features, contract inquiries and termination dates, rate
  plan changes, account updates, lost / stolen phone resolutions, cancel
  requests, promotion / plan clarification, programming phones, equipment and
  features instructions, voice mail resets, respond to coverage concerns, equipment
  (wireless cell phones and PDAs) changes, assisting with handset issues and
  upgrading equipment, migration of customers between billing application,
  completion of downtime form and offline services, escalated
  services/resolution.  

  	
   

  	
  Collinsville, VA

  
	
  Small Business Services (“SBS”)

  or Business End User Care

   

  Line Groups:

  IRU NBI/TLG

   

  	
   

  	
  Inbound
  calls from post paid subscribers. 
  Duties include the following account maintenance activities:  billing statement questions, adjustments,
  changes to features/services, changes of billing information, customer issues
  relative to price plans, customer cancellation inquiries, adding / deleting
  promotions & features, contract inquiries and termination dates, rate
  plan changes, account updates, lost / stolen phone resolutions, cancel
  requests, promotion / plan clarification, programming phones, equipment and
  features instructions, voice mail resets, respond to coverage concerns,
  equipment (wireless cell phones and PDAs) changes, assisting with handset
  issues and upgrading equipment, migration of customers between billing
  application, completion of downtime form and offline services, escalated
  services/resolution.  

  	
   

  	
  Mansfield, OH

  
	
  Specialty Queues

  	
   

  	
  Services
  for unique business types including call handling for escalated customer care
  issues specific to billing, equipment, coverage and account details.

  	
   

  	
  N/A

  

 

PRIVATE/PROPRIETARY/LOCK

The information contained
in this Agreement is not for use or disclosure outside AT&T, Supplier,
their affiliated companies and their third party representatives, except under
written Agreement by the contracting Parties.

 

16

 

Exhibit E

Hours of Operations and Training Durations

 

	
  Program Names

  	
   

  	
  Line Group

  	
   

  	
  Site

  	
   

  	
  Hours of Operation

  	
   

  	
  Maximum New

  Hire Training

  Days

  	
   

  	
  Maximum New

  Hire Nesting Days

  	
   

  
	
  Small Business Services (“SBS”)

  	
   

  	
  IRU NBI/TLG

  PIN CODE

  SMB EMO

  SBS EU

  	
   

  	
  Collinsville, VA

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  
	
  Small Business Services (“SBS”)

  	
   

  	
  IRU NBI/TLG

  	
   

  	
  Mansfield, OH

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  

 

Hours of Operation may be amended from time to time as
set forth in Section 4.22 (Change Management) of the Agreement.  AT&T reserves the right to modify
(decrease or increase) Hours of Operation upon thirty (30) calendar days written notice to Supplier.

 

PRIVATE/PROPRIETARY/LOCK

The information contained
in this Agreement is not for use or disclosure outside AT&T, Supplier,
their affiliated companies and their third party representatives, except under
written Agreement by the contracting Parties.

 

17

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