Document:

Prepared by R.R. Donnelley Financial -- SECOND AMENDMENT TO CALL CENTER

  Exhibit 10.4 
  SECOND AMENDMENT TO 
 CALL CENTER SERVICES AGREEMENT 
 BETWEEN MCI WORLDCOM COMMUNICATIONS, INC.

 AND RMH TELESERVICES INC. 
             COME NOW MCI WORLDCOM Communications, Inc. (“MCI”) and RMH Teleservices, Inc.
(“RMH”), and in consideration of the mutual provisions contained herein and other good and valuable consideration, the receipt and sufficiency of which are hereby acknowledged, hereby agree to amend the Call Center Services Agreement
between MCI WORLDCOM Communications, Inc. and RMH Teleservices, Inc. effective as of November 27, 2001 (the “Agreement”), as follows:
             This Amendment is entered into effective March 28, 2002.

	 	1.	 	By means of this Amendment, the Parties add to the RMH Centers that Center located at 3200 Island Highway North, Nanaimo, British Columbia, Canada (“Nanaimo Center”). 
	 	 	 
	 	2.	 	Pursuant to Section 3.1, the Implementation Date for the Nanaimo Center is April 1, 2002. 
	 	 	 
	 	3.	 	RMH will provide MCI an operational credit for the Nanaimo Center of [REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT] on invoices as directed by MCI.
	 	 	 
	 	4.	 	Pursuant to Section 4.1.1, the Annual Handle Minute Commitment for the Nanaimo Center is [REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]. There will be no Annual Handle Minute Commitment for the first year of this
Amendment. 
	 	 	 
	 	5.	 	Pursuant to Section 4.1.2, the Annual Work Hour Commitment for the Nanaimo Center is [REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]. There will be no Annual Work Hour Commitment for the first year of this
Amendment.
	 	 	 
	 	6.	 	Pursuant to Section 4.8, the following Equipment List constitutes MCI Equipment specific to the Nanaimo Center.

	 Item
                                        
          Qty           Cost 	    Owner 
	[REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]	   MCI
	[REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]	   MCI
	[REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]	   MCI
	[REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]	   MCI
	[REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]	   MCI
	[REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]	   MCI
	[REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]	   MCI
	[REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]	   MCI
	[REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]	   MCI
	[REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]	   MCI
	[REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]	   MCI
	[REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]	   MCI
	[REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]	   MCI
	[REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]	   MCI
	[REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]	   MCI

 
   EXECUTION COPY 
 1

   

	[REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]	   MCI
	[REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]	   MCI
	[REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]	   MCI
	[REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]	   MCI
	[REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]	   MCI
	[REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]	   MCI
	[REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]	   MCI
	[REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]	   MCI
	[REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]	   MCI
	[REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]	   MCI
	[REDACTED DUE TO REQUEST FOR CONFIDENTIAL TREATMENT]	   MCI

 
 MCI   Cost   Subtotal     [REDACTED DUE TO REQUEST FOR CONFIDENTIAL
TREATMENT]

	 	7.	 	Except as otherwise set forth herein, the terms and conditions contained in the Agreement are unchanged.
	 	 	 
	 	8.	 	This Amendment, together with the Agreement (together the “Agreement”) constitutes the entire agreement between the Parties with respect to the subject matter hereof and all prior agreements and representations
of the Parties related to these matters, whether written or oral, are merged herein and shall be of no further force or effect. This Agreement cannot be changed or modified except in writing signed by both Parties.

             IN WITNESS WHEREOF, the Parties have executed this Agreement through their authorized representatives.

	   RMH TELESERVICES, INC. 	 	 	 MCI WORLDCOM 
 COMMUNICATIONS, INC. 
	 
   
                                        
                                         
	 	 	 

                                        
                                         

	  Signature	 	 	Signature
	 
   
                                        
                                         
	 	 	 

                                        
                                         

	  Name	 	 	Name
	 
   
                                        
                                         
	 	 	 

                                        
                                         

	  Title	 	 	Title

 
  EXECUTION COPY 
 2Prepared by R.R. Donnelley Financial -- LETTER OF EMPLOYMENT

  Exhibit 10.5  
  January 30, 2002 
 Mr. Robert Berwanger
4606 Merchant
Square
Lansdale, PA 19446
 Dear Bob:
             As per our discussion, the terms of your continued employment
with RMH are as follows:
             1.     Title  : Chief Operating Officer.
             2.     Base Salary  : $400,000 per annum with annual salary increases each year thereafter to be determined by the Board.
             3.     Effective Date  : Monday, February 4, 2002.
             4.     Term  : Three year term, with two successive one year extensions, if agreed to by you and the Company within the appropriate
time.
             5.     Options  : Subject to the approval of the Board, you will be granted options, pursuant to the RMH
Teleservices Inc. 1996 Stock Incentive Plan to purchase 75,000 RMH common shares at the closing price on the day of the grant. The options will vest in accordance with the 1996 Stock Incentive Plan.
             6.     Annual Bonus  : You may be eligible to receive an Annual Bonus of at least $100,000.
             7.     Vacation  : Four (4) weeks paid vacation annually.
             8.     Car Allowance  : You will be given an annual car allowance of $12, 000.
             9.     Benefits  : You will be eligible to participate, at the Company’s sole cost, in RMH’s benefit plans, which currently
consists of medical, dental, prescription, vision life insurance, and long term disability insurance.
             10.    
Non-Compete, Trade Secrets  : You will be required to execute a Non-Competition/Non-Solicitation Agreement, which will also include confidentiality provisions. 
             11.     Severance  : If the Company terminates your employment without Cause or if you are severed three (3) months prior or within six (6)
months following a Change of Control, as defined in your prior Employment Agreement, dated March 1998, you shall be entitled to your then current Base Salary payable for a period of twenty (20) months so long as you execute and do not revoke a
Separation Agreement and General Release acceptable to the Company.

              Please confirm your acceptance by signing and dating the space below. Retain one copy of the letter for yourself and
return the original as soon as possible.

	
 
 
 	 	 	Sincerely,
 
 
 
	 	 	   	/s/ John A. Fellows 
	 	 	 	John A. Fellows
 Chief Executive Officer

 

	Accepted By:	 	 	 
	 	 	 	 
	/s/ Robert Berwanger
 	 	 	 1-30-2002 
	Robert Berwanger	 	 	Date

 
  -2-Prepared by R.R. Donnelley Financial -- TWELFTH AMENDMENT TO CREDIT AGREEMENT

  Exhibit 10.6  
   TWELFTH AMENDMENT TO CREDIT AGREEMENT  
             This Twelfth Amendment to Credit Agreement (“Amendment”), dated July 31, 2002, is entered into by and among  PNC Bank, National Association 
(“Bank”),  RMH Teleservices, Inc.  (“Borrower”),  RMH Teleservices International, Inc.  (“RMH Teleservices”) and  Teleservices Technology Company (“Teleservices Technology”), (RMH
Teleservices and Teleservices Technology each individually a “Surety” and collectively “Sureties”).
   BACKGROUND  
             A.   Borrower and Bank are parties to a certain letter agreement, dated March 21, 1997 (as amended, supplemented, replaced, restated or otherwise modified
from time to time, “Credit Agreement”), and related agreements, instruments and documents (collectively, with the Credit Agreement, the “Credit Documents”), pursuant to which Bank established for the benefit of Borrower a line of
credit in the maximum aggregate principal amount of Twenty Million Dollars ($20,000,000). Capitalized terms used but not otherwise defined in this Amendment shall have the meanings given to such terms in the Credit Agreement.
             B.   Bank and Borrower desire to modify the terms and conditions of the Credit Agreement as more fully set forth herein.
   TERMS AND CONDITIONS  
             NOW, THEREFORE, with the foregoing Background hereinafter incorporated by
reference, the parties hereto, intending to be legally bound, hereby covenant and agree as follows:
             1.     Reduction
of Line of Credit  . Effective August 31, 2002, notwithstanding anything to the contrary contained in the Credit Agreement, the Line of Credit is hereby reduced to, and the maximum principal amount outstanding under the Line of Credit
shall not at any time exceed, Ten Million Dollars ($10,000,000).
             2.     Extension of Term  . As of the
Effective Date (as defined herein), the “Expiration Date” of the Line of Credit is extended to and shall be September 30, 2002.
             3.     ACH Transactions  . All ACH transactions in any deposit account of Borrower shall continue to be pre-funded before such transaction is
initiated by Borrower or accepted by Bank.
             4.     Extension Fee  . Bank has fully earned an extension
fee of One Hundred Thousand Dollars ($100,000) (the “Extension Fee”). The Extension Fee is non-refundable and shall be due and payable on July 31, 2002. 
             5.     Additional Fees  . Borrower shall pay to Bank the following additional fees in accordance with the terms and conditions set
forth below:
                         a.   A fee (“August Fee”) of
One Hundred Thousand Dollars ($100,000) shall be fully earned on the Effective Date of this Amendment and payable on August 15, 2002 unless the Obligations have been paid in full and the Line of Credit has been terminated prior to August 15, 2002,
in which case the August Fee shall be waived. Bank shall return Fifty Thousand Dollars ($50,000) of the August Fee to Borrower should Borrower satisfy in full all debts, liabilities and obligations owing to PNC Leasing, LLC (“PNC Leasing”)
pursuant to the Master Lease Agreement 
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  dated March 3, 1997 and all schedules thereto, by and between PNC Leasing and Borrower (collectively, “Lease Obligations”), within forty five (45) days of the payment in full of
the Obligations and termination of the Line of Credit; and
                         b.   A fee (“September Fee”) of One Hundred Thousand Dollars ($100,000)
shall be fully earned on the Effective Date of this Amendment and payable on September 15, 2002 unless the Obligations have been paid in full and the Line of Credit is terminated prior to September 15, 2002, in which case the September Fee shall be
waived. Bank shall return the September Fee to Borrower should Borrower satisfy in full the Lease Obligations, within forty-five (45) days of payment in full of the Obligations and termination of the Line of Credit.
             6.     Intentionally Deleted  . 
             7.     Account Authorization  . Borrower hereby authorizes Bank to continue to charge Borrower’s account for all outstanding fees and
expenses (including, without limitation, the unused commitment fee, the Extension Fee, the August Fee, and September Fee and, 48 hours after a bill has been delivered to Borrower, reasonable attorneys’ fees). 
             8.     Representations and Warranties  . Borrower and each Surety each represents and warrants to Bank that:
                         a.   the execution, delivery and performance by Borrower and each Surety of this
Amendment and the transactions contemplated herein: (i) are and will be within the corporate powers of Borrower and each Surety; (ii) have been authorized by all necessary corporate action; (iii) are not and will not be in contravention of any order
of any court or other agency of government, or of any law to which Borrower or each Surety or any property of Borrower or each Surety is bound; and (iv) are not and will not be in conflict with, or result in a breach of or constitute (with due
notice and/or lapse of time) a default under the articles of incorporation or bylaws or any indenture, agreement or undertaking to which Borrower or each Surety is a party or by Borrower or each Surety or property of Borrower or each Surety is
bound;
                         b.   this Amendment and any other agreements,
instruments or documents executed and/or delivered in connection herewith, are valid, binding and enforceable against Borrower and each Surety, in accordance with their respective terms;
                         c.   each of the representations and warranties contained in, and each of the
exhibits and/or schedules attached to, the Credit Agreement, as amended hereby, and all related agreements, instruments and documents are true and correct as of the date hereof as to Borrower and each Surety, as applicable;
                         d.   no Event of Default and no event which, with the passage of
time, giving of notice, or both, would become an Event of Default under the Credit Agreement, is existing.
             9.    
Collateral  . As security for the payment of Borrower’s Obligations under the Credit Documents and satisfaction by Borrower of all covenants and undertakings contained in the Credit Documents, Borrower acknowledges Bank’s prior
security interest and lien in and to all of the Collateral, as defined in the Credit Documents, which security interest is hereby ratified and confirmed.
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              10.     Confirmation of Indebtedness  . Borrower ratifies and reaffirms all of the
Obligations to Bank under the Credit Agreement and related agreements, instruments and documents and agrees that the same are owing to Bank without any deduction, defense, setoff, claim or counterclaim, of any nature.
             11.     Reaffirmation by Surety  . Each Surety, by its execution of this Amendment, hereby unconditionally consents to the terms and
conditions of this Amendment and the transactions contemplated herein. Each Surety further reaffirms its obligations under its surety agreement in favor of Bank and acknowledges and agrees that it continues to be liable as surety for all of the
liabilities, debts and obligations of Borrower to Bank under the Credit Documents, as amended hereby. Each Surety further confirms and agrees that the execution and delivery of this Amendment does not in any way impair any obligations of such Surety
to Bank under its surety agreement and that the terms and conditions of such surety agreement remain unchanged and in full force and effect and that such surety agreement constitutes the valid, binding and enforceable obligation of Surety, in
accordance with its terms, without any deduction, defense, setoff, claim or counterclaim, of any nature.
             12.    
Conditions to Closing  . The obligation of Bank to enter into this Amendment is subject to, and this Amendment shall become effective upon (“Effective Date”), the following conditions having been satisfied in full to the complete
satisfaction of Bank:
                         a.   Borrower shall have
delivered, or cause to be delivered, to Bank the following documents (all to be in form and substance acceptable in all respects to Bank):
                                      (i)  
 this Amendment properly executed by Borrower and each Surety;
                                      (ii) 
  such other agreements, instruments, and documents required to be executed and/or delivered under any provision of the Credit Agreement, as amended hereby, or as Bank may reasonably determine to carry out the intentions of parties
hereunder; and 
                                      (iii) 
  resolutions of Borrower’s and each Surety’s board of directors authorizing the execution, delivery and performance of this Amendment.
                         b.   no Event of Default and no event or condition which, with the passage of time,
the giving of notice, or both, would constitute an Event of Default under the Credit Documents, is existing; and
                         c.   payment of One Hundred Thousand Dollars ($100,000) on account of the Extension
Fee; and
                         d.   payment of all expenses.
             13.     Non-Waiver . This Amendment does not and shall not be deemed to constitute a waiver by Bank of any breach or
violation of any representation, warranty or covenant made or agreed to by Borrower under the Credit Documents, as amended hereby, and all claims and rights of Bank resulting from any such breach or violation are expressly reserved by Bank. This
Amendment does not obligate Bank to agree to any further extension or any other modification of the Credit Agreement nor does it constitute a course of conduct or dealing on behalf of Bank or a waiver of any other rights or remedies of Bank. No
omission or delay by Bank in exercising any right or power under this Amendment or any related instruments, agreements or documents will impair such 
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  right or power or be construed to be a waiver of any default or Event of Default or an acquiescence therein, and any single or partial exercise of any such right or power will not preclude
other or further exercise thereof or the exercise of any other right, and no waiver will be valid unless in writing and then only to the extent specified.
             14.     Release and Waiver of Claims  . For and in consideration of the mutual covenants and obligations set forth in this Amendment and
other good and valuable consideration, the receipt of which is hereby acknowledged, Borrower and Sureties each hereby release and forever discharge and by these presents does for their subsidiaries, if any (direct or indirect), and itself and its
predecessors, successors, affiliates and assigns, remise, release and forever discharge and hold harmless Bank, and each of its predecessors, affiliates, subsidiaries (direct or indirect), shareholders, officers, directors, employees, agents or
attorneys, successors and assigns, of and from and against all manner of damages, losses, liabilities, claims, expenses (including attorneys’ fees), actions, causes of action (whether individual, derivative or representative), whatsoever, in
law or in equity which Borrower and/or any Surety ever had, now has, or which hereinafter can, shall or may have by reason of any matter, claim or cause of action of any kind whatsoever, from the beginning of the world to the date of this Amendment,
whether known or unknown, including, without limitation, those relating in any way to: (i) the Credit Documents or this Amendment, (ii) any claims (including without limitation for contribution or indemnification) which have or would have arisen out
of any of the transactions contemplated or any other proceedings that may have been brought or may be brought by any party hereto or to any Credit Documents, or this Amendment, or any third party relating to the Credit Documents or this Amendment,
or the transactions contemplated hereby or thereby, (iii) any acts, transactions, or events that are the subject matter of the Credit Documents or this Amendment, (iv) the communications and business dealings between Bank and Borrower and Sureties
from the beginning of communications and business dealings between Bank on the one hand and Borrower and Sureties on the other, related in any way to the Credit Documents, or this Amendment, or the transactions contemplated hereby or thereby, or (v)
the prosecution of any claim, defense, setoff, counterclaim or any settlement negotiations which Borrower ever had, now has or which they, their affiliates (direct or indirect), or their successors or assigns hereafter can, shall or may have against
Bank, provided, however, that nothing herein shall be construed or deemed to release any covenants or agreements contained in this Amendment.
             15.     Incorporation  . This Amendment (including, without limitation, any covenants contained herein) shall amend, and is incorporated into
and made part of, the Credit Agreement. All references to the Credit Agreement contained in the Credit Agreement or other Credit Documents 
  4 

  shall be deemed, for all purposes, to refer to the Credit Agreement as amended hereby. To the extent that any term or provision of this Amendment is or may be deemed expressly inconsistent
with any term or provision in the Credit Agreement, the terms and provisions hereof shall control. Except as expressly amended by this Amendment, all of the terms, conditions and provisions of the Credit Agreement are hereby ratified and continue
unchanged and remain in full force and effect.
             16.     No Modification  . No modification of this Amendment or
of any agreement referred to herein shall be binding or enforceable unless in writing and signed on behalf of the party against whom enforcement is sought.
               17.     Headings  . The headings of any section or paragraph of this Amendment are for convenience only and shall not be used to interpret
any provision of this Amendment.
             18.     Successor and Assigns  . This Amendment will be binding upon and
inure to the benefit of the parties hereto and their respective heirs, executors, administrators, successors and assigns.
             19.     Governing Law  . This Amendment shall be governed by, and construed and enforced in accordance with the laws of the Commonwealth of
Pennsylvania, excluding its conflict of laws rule.
             20.     Severability  . The provisions of this Amendment
are to be deemed severable, and the invalidity or unenforceability of any provision shall not affect or impair the remaining provisions which shall continue in full force and effect.
             21.     Execution by Counterparts and Facsimile  . This Amendment may be executed in any number of counterparts, each of which when so
executed shall be deemed to be an original and all of which taken together shall constitute one and the same agreement. Signature by facsimile shall also bind the parties hereto.
             IN WITNESS WHEREOF, the undersigned, intending to be legally bound, execute this Amendment on the date first above written.

	
 
 
 	 	 BANK: 
 
  PNC BANK, NATIONAL ASSOCIATION 
 
 
 
	 	 	By: 	/s/ Michael A. Valerio, Jr.
		 	 	 
 
	 	 	Name: 	Michael A. Valerio, Jr.
	 	 	Title: 	Vice President

 

	

	 	 BORROWER: 

 RMH TELESERVICES, INC. 

	 	 	By:	/s/ Scot Brunke
		 	 	

	 	 	Name: 	Scot Brunke
	 	 	Title: 	 CFO 

  5 

	

	 	 SURETY: 

 RMH TELESERVICES INTERNATIONAL, INC. 

	 	 	By: 	/s/ Michael J. Scharff
		 	 	

	 	 	Name: 	Michael J. Scharff
	 	 	Title: 	 President 

	
 
 
 	 	 TELESERVICES TECHNOLOGY COMPANY 
 
 
 
	 	 	By: 	/s/ Paul Trower
		 	 	 
 
	 	 	Name: 	Paul Trower
	 	 	Title: 	President

 
  6

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