Document:

EX-10.1

AMENDMENT NO. 2 TO

SECOND AMENDED AND RESTATED LOAN AND SECURITY AGREEMENT

This AMENDMENT NO. 2 TO SECOND AMENDED AND RESTATED LOAN AND SECURITY AGREEMENT (this
“Amendment”) is dated as of January 24, 2008 and effective as of December 30, 2007, and is by and
among LASALLE BANK NATIONAL ASSOCIATION, for itself as a lender, and as Agent (“Agent”) for the
lenders (“Lenders”) from time to time party to the Second Amended and Restated Loan Agreement (as
defined below) and APAC CUSTOMER SERVICES, INC., an Illinois corporation (“Borrower”).

Preliminary Statements

Agent and Borrower are party to that certain Second Amended and Restated Loan and Security
Agreement dated as of January 31, 2007 (as amended, restated, supplemented or otherwise modified
from time to time, the “Second Amended and Restated Loan Agreement”). Capitalized terms used but
not defined in this Amendment shall have the meanings ascribed to such terms in the Second Amended
and Restated Loan Agreement.

Borrower has requested, among other things, that Agent and the sole existing Lender amend the
Second Amended and Restated Loan Agreement in certain respects, as specified herein, and Agent and
the sole existing Lender are willing to do so on the terms and subject to the conditions set forth
herein.

NOW, THEREFORE, in consideration of the foregoing recitals, the mutual covenants and
agreements set forth herein and other good and valuable consideration, the receipt and sufficiency
of which are hereby acknowledged, the parties hereto hereby agree as follows:

1. Amendments to Second Amended and Restated Loan Agreement. In reliance on the
representations and warranties set forth in Section 2 below and subject to the satisfaction of the
conditions set forth in Section 3 below, the Second Amended and Restated Loan Agreement is hereby
amended as follows:

(a) Clause (vi) of the definition of “EBITDA” contained in Section 1 of the Second Amended and
Restated Loan Agreement is hereby amended and restated as follows: “(vi) with respect to the
period beginning after December 31, 2006 and ending on December 28, 2008, cash and non-cash
restructuring charges incurred during such period not to exceed $2,500,000 in any Fiscal Year,”.

(b) Clause (i) of subsection 9(c) of the Second Amended and Restated Loan Agreement is hereby
amended and restated as follows:

"(i) no later than thirty (30) days after each fiscal month (excluding any
fiscal month that ends a fiscal quarter), copies of internally prepared financial
statements, including, without limitation, balance sheets and statements of income,
retained earnings and cash flow of Borrower, certified by the Chief Financial
Officer of Borrower, in each case subject to year-end adjustments and the absence of
footnotes, together with a compliance certificate in the form of Exhibit B
hereto, which compliance certificate shall include a calculation of all financial
covenants contained in this Agreement which are to be complied with as of the last
day of the applicable period covered by the applicable financial statements,”

(c) Section 14 of the Second Amended and Restated Loan Agreement is hereby amended and
restated in its entirety, as follows:

14. FINANCIAL COVENANTS.

Until payment and satisfaction in full of all Liabilities and the termination
of this Agreement, unless Borrower obtains Requisite Lenders’ prior written consent
waiving or modifying any of Borrower’s financial covenants hereunder in any specific
instance, Borrower shall maintain and keep in full force and effect each of the
financial covenants set forth below:

(a) Maximum Restructuring Cash Disbursements.

Borrower shall not make cash disbursements in respect of restructuring charges
accrued on or after July 1, 2005 (including, as applicable and without limitation,
with respect to the Restructuring Plan) in excess of (i) $4,500,000 in the aggregate
for the Fiscal Year ending on or about December 31, 2007 and (ii) the sum of (x)
$1,500,000 plus (y) an amount, not to exceed $1,000,000, equal to $4,500,000 minus
the amount of cash disbursements actually made in respect of such restructuring
charges for the Fiscal Year ending on or about December 31, 2007, in the aggregate
for the Fiscal Year ending on or about December 31, 2008.

(b) Fixed Charge Coverage.

Subject to adjustment pursuant to Section 14(e) below, Borrower shall
not permit the ratio of its EBITDA to Fixed Charges for any period set forth below
to be less than the amount set forth below for such period:

	 	 	 
	Period	 	Amount
	Twelve consecutive fiscal months ending on or about December 31,

2007

	 	

1.10 to 1.0
	Twelve consecutive fiscal months ending on or about January 31,

2008

	 	

1.10 to 1.0
	Twelve consecutive fiscal months ending on or about February 29,

2008

	 	

1.10 to 1.0
	Twelve consecutive fiscal months ending on or about March 31, 2008

	 	1.10 to 1.0
	Twelve consecutive fiscal months ending on or about April 30, 2008

	 	1.00 to 1.0
	Twelve consecutive fiscal months ending on or about May 31, 2008

	 	1.00 to 1.0
	Twelve consecutive fiscal months ending on or about June 30, 2008

	 	1.00 to 1.0
	Twelve consecutive fiscal months ending on or about July 31, 2008

	 	1.00 to 1.0
	Twelve consecutive fiscal months ending on or about August 31,

2008

	 	

1.00 to 1.0
	Twelve consecutive fiscal months ending on or about September 30,

2008

	 	

1.00 to 1.0
	Twelve consecutive fiscal months ending on or about October 31,

2008

	 	

1.00 to 1.0
	Twelve consecutive fiscal months ending on or about November 30,

2008

	 	

1.00 to 1.0
	Twelve consecutive fiscal months ending on or about December 31,

2008

	 	

1.10 to 1.0
	Twelve consecutive fiscal months ending on or about January 31,

2009

	 	

1.10 to 1.0
	Twelve consecutive fiscal months ending on or about February 28,

2009

	 	

1.10 to 1.0
	Twelve consecutive fiscal months ending on or about March 31, 2009

	 	1.10 to 1.0
	Twelve consecutive fiscal months ending on or about April 30, 2009

	 	1.15 to 1.0
	Twelve consecutive fiscal months ending on or about May 31, 2009

	 	1.15 to 1.0
	Twelve consecutive fiscal months ending on or about June 30, 2009

	 	1.15 to 1.0
	Twelve consecutive fiscal months ending on or about July 31, 2009

	 	1.20 to 1.0
	Twelve consecutive fiscal months ending on or about August 31,

2009

	 	

1.20 to 1.0
	Twelve consecutive fiscal months ending on or about September 30,

2009

	 	

1.20 to 1.0
	Twelve consecutive fiscal months ending on or about October 31,

2009

	 	

1.25 to 1.0
	Twelve consecutive fiscal months ending on or about November 30,

2009

	 	

1.25 to 1.0
	Each period of twelve consecutive fiscal months thereafter,

commencing with the twelve consecutive fiscal months ending on or

about December 31, 2009

	 	

1.25 to 1.0

(c) EBITDA.

Borrower shall not permit EBITDA for the specified periods below to be less
than the corresponding specified amount for such period:

	 	 	 	 	 
	Period	 	Amount
	Twelve consecutive fiscal months ending on or about December 31,

2007

	 	

$8,250,000

	Twelve consecutive fiscal months ending on or about January 31,

2008

	 	

$7,900,000

	Twelve consecutive fiscal months ending on or about February 29,

2008

	 	

$8,275,000

	Twelve consecutive fiscal months ending on or about March 31, 2008

	 	$	8,050,000	 
	Twelve consecutive fiscal months ending on or about April 30, 2008

	 	$	8,700,000	 
	Twelve consecutive fiscal months ending on or about May 31, 2008

	 	$	9,500,000	 
	Twelve consecutive fiscal months ending on or about June 30, 2008

	 	$	9,500,000	 
	Twelve consecutive fiscal months ending on or about July 31, 2008

	 	$	9,750,000	 
	Twelve consecutive fiscal months ending on or about August 31,

2008

	 	

$10,500,000

	Twelve consecutive fiscal months ending on or about September 30,

2008

	 	

$11,475,000

	Twelve consecutive fiscal months ending on or about October 31,

2008

	 	

$12,500,000

	Twelve consecutive fiscal months ending on or about November 30,

2008

	 	

$13,500,000

	Twelve consecutive fiscal months ending on or about December 31,

2008

	 	

$14,000,000

	Twelve consecutive fiscal months ending on or about January 31,

2009

	 	

$14,250,000

	Twelve consecutive fiscal months ending on or about February 28,

2009

	 	

$14,500,000

	Twelve consecutive fiscal months ending on or about March 31, 2009

	 	$	14,750,000	 
	Twelve consecutive fiscal months ending on or about April 30, 2009

	 	$	15,000,000	 
	Twelve consecutive fiscal months ending on or about May 31, 2009

	 	$	15,250,000	 
	Twelve consecutive fiscal months ending on or about June 30, 2009

	 	$	15,500,000	 
	Twelve consecutive fiscal months ending on or about July 31, 2009

	 	$	15,750,000	 
	Twelve consecutive fiscal months ending on or about August 31,

2009

	 	

$16,000,000

	Twelve consecutive fiscal months ending on or about September 30,

2009

	 	

$16,500,000

	Twelve consecutive fiscal months ending on or about October 31,

2009

	 	

$17,000,000

	Twelve consecutive fiscal months ending on or about November 30,

2009

	 	

$17,500,000

	Each period of twelve consecutive fiscal months thereafter,

commencing with the twelve consecutive fiscal months ending on or

about December 31, 2009

	 	

$18,000,000

(d) Leverage.

Borrower shall not permit the ratio of its aggregate indebtedness for borrowed
money (including capitalized leases) as of the last day of each fiscal month ending
on or about each date set forth below, to EBITDA for the period of twelve (12)
consecutive fiscal months ending on the last date of such fiscal month, to exceed
the ratio set forth below for the fiscal month ending on or about the corresponding
date set forth below:

	 	 	 
	On or about the following dates	 	Ratio
	December 31, 2007

	 	3.75 to 1.0
	January 31, 2008

	 	4.25 to 1.0
	February 29, 2008

	 	4.05 to 1.0
	March 31, 2008

	 	3.75 to 1.0
	April 30, 2008

	 	3.75 to 1.0
	May 31, 2008

	 	3.50 to 1.0
	June 30, 2008

	 	3.50 to 1.0
	July 31, 2008

	 	3.50 to 1.0
	August 31, 2008

	 	3.25 to 1.0
	September 30, 2008

	 	2.75 to 1.0
	October 31, 2008

	 	2.75 to 1.0
	November 30, 2008

	 	2.50 to 1.0
	December 31, 2008 and the last day of each month thereafter

	 	2.50 to 1.0

(e) Capital Expenditures.

Borrower shall not permit the aggregate amount of all Capital Expenditures made
by Borrower and its Subsidiaries to exceed (i) $4,000,000 during the first two
fiscal quarters of any Fiscal Year and (ii) $7,000,000 in any Fiscal Year; provided
that, commencing with the period of twelve consecutive fiscal months ending on or
about June 30, 2008, and continuing thereafter as of the last day of each fiscal
month for the twelve consecutive fiscal months then ending, if the ratio of its
EBITDA to Fixed Charges for any period of calculation specified in Section
14(b) exceeds 1.10 to 1.0 (as evidenced in the compliance certificate delivered
with respect to the last month of such period), the amount of Capital Expenditures
permitted to be made by Borrower and its Subsidiaries pursuant to this clause (ii)
for such Fiscal Year shall, at the request of Borrower, be increased by an amount
equal to the product of such excess times EBITDA for such calculation period. For
the avoidance of doubt and as an example only, should Borrower achieve a ratio of
EBITDA to Fixed Charges of 1.15 to 1.00 for the period of twelve consecutive fiscal
months ending on or about June 30, 2008 with EBITDA for the immediately preceding 12
fiscal month period equal to $10,000,000, Borrower may, at its request, increase the
amount of Capital Expenditures permitted to be made by Borrower and its Subsidiaries
pursuant to clause (ii) of this Section 14(e) for the Fiscal Year ending on
or about December 31, 2008 by $500,000. Notwithstanding the foregoing adjustment
provision, (i) in no event shall aggregate Capital Expenditures made by Borrower and
its Subsidiaries exceed $8,250,000 in any Fiscal Year, and (ii) during any period in
which Borrower elects to increase Capital Expenditures pursuant to this Section
14(e), Borrower shall not permit the ratio of its EBITDA to Fixed Charges for
any applicable calculation period to be less than 1.10 to 1.0 notwithstanding any
less restrictive provision of Section 14(b) to the contrary.

2. Representations and Warranties. To induce Agent and the sole existing Lender to
execute and deliver this Amendment, Borrower hereby represents and warrants to Agent and Lenders as
follows:

(a) The execution, delivery and performance by Borrower of this Amendment are within the
organizational power of Borrower, have been duly authorized by all necessary action, have received
all necessary governmental approval (if any shall be required), other than approvals which could
not reasonably be expected to have a Material Adverse Effect on Borrower, and do not and will not
contravene or conflict with any provision of law applicable to Borrower, the articles of
incorporation, by-laws or any other organizational document of Borrower, any order, judgment or
decree of any court or governmental agency, or any agreement, instrument or document binding upon
Borrower or any property of Borrower, in each case, which contravention or conflict could
reasonably be expected to have a Material Adverse Effect on Borrower;

(b) Each of the Second Amended and Restated Loan Agreement, as amended by this Amendment, and
the Other Agreements to which Borrower is a party are the legal, valid and binding obligations of
Borrower, enforceable against Borrower in accordance with their respective terms, except as limited
by applicable bankruptcy, insolvency or other laws related to enforcement of creditor’s rights
generally and general principles of equity related to enforcement;

(c) After giving effect to the amendments set forth herein, no Event of Default or event or
condition which upon notice, lapse of time or both would constitute an Event of Default has
occurred and is continuing; and

(d) After giving effect to the amendments set forth herein, the representations and warranties
of the Borrower contained in the Second Amended and Restated Loan Agreement and the Other
Agreements are true and accurate as of the date hereof with the same force and effect as if such
had been made on and as of the date hereof, except for those specific to a past date (which shall
be true and correct as of such past date).

3. Conditions to Effectiveness. The effectiveness of this Amendment is subject to the
prior or concurrent consummation of each of the following conditions:

(a) Agent shall have received a fully executed copy of this Amendment, together with a master
reaffirmation of the Other Agreements executed by the Obligors (other than Borrower) in form and
content acceptable to Agent;

(b) Agent shall have received a fully executed copy of an amendment to the Second Lien Loan
Agreement substantially in the form of Exhibit A hereto;

(c) All proceedings taken in connection with this Amendment and all documents, instruments and
other legal matters incident thereto shall be satisfactory to Agent and its legal counsel such
acceptance to be evidenced by Agent’s execution hereof; and

(d) no Default or Event of Default shall have occurred and be continuing or shall be caused by
the transactions contemplated by this Amendment.

4. Covenant. Without limitation of any of the provisions of the Second Amended and
Restated Loan Agreement and the Other Agreements, Borrower hereby covenants and agrees to provide
Agent and each Lender with selected internal management reports prepared by Borrower regarding
weekly revenue and bill-to-pay and monthly reports regarding operating performance in the form
previously provided by Borrower to Agent. These reports shall be delivered at the same time as
such reports are provided to Borrower’s internal management team. In addition, Borrower hereby
covenants and agrees to make members of Borrower’s financial management team available for
bi-weekly conference calls with Agent to discuss the contents of such internal management reports
and such other matters concerning Borrower’s current operating results and future prospects as
shall be reasonably requested from time to time by Agent. Notwithstanding the foregoing,
Borrower’s obligations under this Section 4 shall cease to be effective from and following such
time that EBITDA of Borrower equals or exceeds $15,000,000 for any period of four (4) consecutive
fiscal quarters ending on the last day of any fiscal quarter of Borrower following the date hereof.

5. Fee. Borrower hereby covenants and agrees to pay to Agent, within two (2) Business
Days of the date hereof, a fee in respect of the transactions contemplated hereby in the amount of
$75,000.

6. Miscellaneous.

(a) No Novation. This Amendment is not intended to nor shall be construed to create a
novation or accord and satisfaction with respect to any of the Liabilities.

(b) Severability. Any provision of this Amendment that is prohibited or unenforceable
in any jurisdiction shall, as to such jurisdiction, be ineffective to the extent of such
prohibition or unenforceability without invalidating the remaining provisions hereof or affecting
the validity or enforceability of such provision in any other jurisdiction.

(c) Ratification. Except as expressly waived and modified hereby, the Second Amended
and Restated Loan Agreement and the Other Agreements each hereby are ratified and confirmed by the
parties hereto and remain in full force and effect in accordance with the respective terms thereof.
Agent and Lenders willingness to agree to the amendments herein shall not be deemed to indicate or
require Agent’s or Lenders’ willingness to agree to any deviation from the terms of the Second
Amended and Restated Loan Agreement (as modified hereby) in the future.

(d) Counterparts. 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.

(e) Choice of Law. This Amendment shall be governed and controlled by the laws of the
State of Illinois as to interpretation, enforcement, validity, construction, effect and in all
other respects.

[Signature Page Follows]

1

IN WITNESS WHEREOF, the parties hereto have caused this Amendment to be duly executed
and delivered by their duly authorized officers as of the day and year first above written.

	 
	LASALLE BANK NATIONAL ASSOCIATION, as Agent and the sole existing Lender

By /s/ Andrew Heinz

	 

	Its First Vice President

	 

	 
	APAC CUSTOMER SERVICES, INC.,
	as Borrower
	By /s/ George H. Hepburn
	Its Senior Vice President and Chief Financial Officer

EXHIBIT A

2EX-10.2

SECOND AMENDMENT

THIS SECOND AMENDMENT (this “Amendment”), dated as of January 24, 2008 and effective
as of December 30, 2007, is by and among APAC CUSTOMER SERVICES, INC., an Illinois corporation
(“Borrower”), ATALAYA FUNDING II, LP (“Lender”), and ATALAYA ADMINISTRATIVE LLC, as
agent for the Lender (“Agent”).

W I T N E S S E T H:

WHEREAS, pursuant to the Second Lien Loan and Security Agreement dated as of January 31, 2007,
as amended by that certain First Amendment dated as of June 29, 2007 (the “Existing Loan
Agreement”) among Borrower, Lender and Agent, a term loan of $15,000,000 was made to Borrower;
and

WHEREAS, the parties hereto have agreed to amend the Existing Loan Agreement as set forth
herein.

NOW, THEREFORE, in consideration of the agreements herein contained and other good and
valuable consideration, the parties hereby agree as follows:

PART I

DEFINITIONS

SUBPART 1.1. Certain Definitions. Unless otherwise defined herein or the context
otherwise requires, the following terms used in this Amendment, including its preamble and
recitals, have the following meanings:

“Amended Loan Agreement” means the Existing Loan Agreement as amended hereby.

“Second Amendment Effective Date” means December 30, 2007.

SUBPART 1.2. Other Definitions. Unless otherwise defined herein or the context
otherwise requires, terms used in this Amendment, including its preamble and recitals, have the
meanings provided in the Amended Loan Agreement.

PART II

AMENDMENTS TO EXISTING LOAN AGREEMENT

SUBPART 2.1. Amendment to Definition to Applicable Margin. The definition of
Applicable Margin in Section 1 of the Existing Loan Agreement is amended in its entirety so that
such definition now reads as follows:

“Applicable Margin” shall mean the Applicable Margin set forth below based on
EBITDA for the 12-fiscal month period ending on the last day of each fiscal quarter.

	 	 	 	 	 	 	 	 	 
	LEVEL	 	EBITDA	 	APPLICABLE MARGIN
	I
	 	 	> $15,000,000	 	 	 	7.75	%
	 
	 	 	 	 	 	 	 	 
	II
	 	 	= $15,000,000	 	 	 	8.75	%
	 
	 	 	 	 	 	 	 	 

As of the Second Amendment Effective Date, the Applicable Margin shall be set at the
applicable Level II and shall remain in effect until delivery to Agent of Borrower’s
compliance certificate in respect of the audited annual financial statements for the Fiscal
Year ended on or about December 31, 2007, 10 Business Days after which delivery the
Applicable Margin will be adjusted based on the EBITDA for the 12-fiscal month period ending
on the last day of such fiscal month. Thereafter, the Applicable Margin shall be adjusted
to the extent applicable with respect to the compliance certificate delivered with respect
to the last fiscal month of each fiscal quarter of Borrower. Each such change shall take
effect 10 Business Days after delivery of such compliance certificate. If Borrower fails to
deliver the compliance certificate within the time period required by this Agreement, the
Applicable Margin shall conclusively be presumed to equal the applicable Level II from the
date such compliance certificate was required to be delivered until 10 Business Days after
delivery of such compliance certificate.

SUBPART 2.2. Amendment to Definition to Applicable Margin. The definition of EBITDA
in Section 1 of the Existing Loan Agreement is amended in its entirety so that such definition now
reads as follows:

“EBITDA” shall mean, with respect to any period, Borrower’s and its
Subsidiaries’ net income for such period, plus the sum (without duplication) of all amounts
deducted in arriving at such net income amount in respect of (i) interest expense for such
period, (ii) federal, state and local income taxes for such period, (iii) amounts properly
charged for depreciation of fixed assets and amortization of intangible assets (including,
without limitation, goodwill, deferred expenses and organization costs ) for such period,
(iv) all cash and non-cash restructuring charges incurred during the period from July 1,
2005 through December 31, 2006 and not to exceed $10,000,000 including those in connection
with the Restructuring, (v) the write down of goodwill in the quarter ending September 30,
2005 in an amount not to exceed $11,000,000, (vi) with respect to the period beginning after
December 31, 2006 and ending on December 28, 2008, cash and non-cash restructuring charges
incurred during such period not to exceed $2,500,000 in any Fiscal Year, (vii) non-cash
charges related to the expensing of options for Borrower’s common stock incurred during such
period and (viii) non-cash asset impairment charges incurred during such period, all on a
consolidated basis.

SUBPART 2.3. Amendment to Section 10. The second sentence of Section 10 is amended in
its entirety so that such sentence now reads as follows:

If, during the term of this Agreement, Borrower optionally prepays all or any portion
of the Term Loan, Borrower, agrees to pay to Agent, for the benefit of Lender, as a
prepayment fee, in addition to the payment of all other Liabilities, an amount equal to: (i)
if such prepayment occurs in full prior to July 1, 2008, two percent (2.0%) of the principal
amount of the Term Loan so prepaid; (ii) if such prepayment occurs in part prior to July 1,
2008 (A) up to a principal amount of $5,000,000 of the Term Loan so prepaid, three percent
(3%) of any such amount and (B) any principal amount prepaid greater than $5,000,000 but
less than the full amount of the Term Loan so prepaid, the greater of (x) the amount of
interest that would have accrued on the portion of the Term Loan so prepaid from prepayment,
at the applicable rate hereunder as of the date of such prepayment, if such portion of the
Term Loan remained outstanding through June 29, 2009 and (y) two percent (2.0%) of the
principal amount of the Term Loan so prepaid; provided, however, if the aggregate amount of
all partial prepayments made prior to July 1, 2008 is sufficient to prepay the principal
amount of the Term Loan in full prior to such date (the date of such aggregate prepayment in
full, the “Prepayment in Full Date”), then, within ten (10) Business Days of the
Prepayment in Full Date, Agent (on behalf of Lender) shall pay to Borrower an amount equal
to (1) the aggregate amount of all prepayment fees actually paid to Administrative Agent
(for the benefit of Lender) minus (2) two percent (2.0%) of the aggregate principal
amount of the Term Loan so prepaid; (iii) if such prepayment occurs on or after July 1,
2008, but on or prior to June 29, 2009, the greater of (x) the amount of interest that would
have accrued on the portion of the Term Loan so prepaid from prepayment, at the applicable
rate hereunder as of the date of such prepayment, if such portion of the Term Loan remained
outstanding through June 29, 2009 and (y) two percent (2.0%) of the principal amount of the
Term Loan so prepaid; (iv) if such prepayment occurs after June 29, 2009, but before June
29, 2010, one percent (1.0%) of the principal amount of the Term Loan so prepaid; or (v) $0
if such prepayment occurs on or after June 29, 2010.

Amendment to Section 14(a). FINANCIAL COVENANTS.

Until payment and satisfaction in full of all Liabilities and the termination
of this Agreement, unless Borrower obtains Requisite Lenders’ prior written consent
waiving or modifying any of Borrower’s financial covenants hereunder in any specific
instance, Borrower shall maintain and keep in full force and effect each of the
financial covenants set forth below:

(a) Maximum Restructuring Cash Disbursements.

Borrower shall not make cash disbursements in respect of restructuring charges
accrued on or after July 1, 2005 (including, as applicable and without limitation,
with respect to the Restructuring Plan) in excess of (i) $4,500,000 in the aggregate
for the Fiscal Year ending on or about December 31, 2007 and (ii) the sum of (x)
$1,500,000 plus (y) an amount, not to exceed $1,000,000, equal to $4,500,000 minus
the amount of cash disbursements actually made in respect of such restructuring
charges for the Fiscal Year ending on or about December 31, 2007, in the aggregate
for the Fiscal Year ending on or about December 31, 2008.

(b) Fixed Charge Coverage.

Subject to adjustment pursuant to Section 14(e) below, Borrower shall
not permit the ratio of its EBITDA to Fixed Charges for any period set forth below
to be less than the amount set forth below for such period:

	 	 	 
	Period	 	Amount
	Twelve consecutive fiscal months ending on or about December 31,

2007

	 	

1.10 to 1.0
	Twelve consecutive fiscal months ending on or about January 31,

2008

	 	

1.10 to 1.0
	Twelve consecutive fiscal months ending on or about February 29,

2008

	 	

1.10 to 1.0
	Twelve consecutive fiscal months ending on or about March 31, 2008

	 	1.10 to 1.0
	Twelve consecutive fiscal months ending on or about April 30, 2008

	 	1.00 to 1.0
	Twelve consecutive fiscal months ending on or about May 31, 2008

	 	1.00 to 1.0
	Twelve consecutive fiscal months ending on or about June 30, 2008

	 	1.00 to 1.0
	Twelve consecutive fiscal months ending on or about July 31, 2008

	 	1.00 to 1.0
	Twelve consecutive fiscal months ending on or about August 31,

2008

	 	

1.00 to 1.0
	Twelve consecutive fiscal months ending on or about September 30,

2008

	 	

1.00 to 1.0
	Twelve consecutive fiscal months ending on or about October 31,

2008

	 	

1.00 to 1.0
	Twelve consecutive fiscal months ending on or about November 30,

2008

	 	

1.00 to 1.0
	Twelve consecutive fiscal months ending on or about December 31,

2008

	 	

1.10 to 1.0
	Twelve consecutive fiscal months ending on or about January 31,

2009

	 	

1.10 to 1.0
	Twelve consecutive fiscal months ending on or about February 28,

2009

	 	

1.10 to 1.0
	Twelve consecutive fiscal months ending on or about March 31, 2009

	 	1.10 to 1.0
	Twelve consecutive fiscal months ending on or about April 30, 2009

	 	1.15 to 1.0
	Twelve consecutive fiscal months ending on or about May 31, 2009

	 	1.15 to 1.0
	Twelve consecutive fiscal months ending on or about June 30, 2009

	 	1.15 to 1.0
	Twelve consecutive fiscal months ending on or about July 31, 2009

	 	1.20 to 1.0
	Twelve consecutive fiscal months ending on or about August 31,

2009

	 	

1.20 to 1.0
	Twelve consecutive fiscal months ending on or about September 30,

2009

	 	

1.20 to 1.0
	Twelve consecutive fiscal months ending on or about October 31,

2009

	 	

1.25 to 1.0
	Twelve consecutive fiscal months ending on or about November 30,

2009

	 	

1.25 to 1.0
	Each period of twelve consecutive fiscal months thereafter,

commencing with the twelve consecutive fiscal months ending on or

about December 31, 2009

	 	

1.25 to 1.0

(c) EBITDA.

Borrower shall not permit EBITDA for the specified periods below to be less
than the corresponding specified amount for such period:

	 	 	 	 	 
	Period	 	Amount
	Twelve consecutive fiscal months ending on or about December 31,

2007

	 	

$8,250,000

	Twelve consecutive fiscal months ending on or about January 31,

2008

	 	

$7,900,000

	Twelve consecutive fiscal months ending on or about February 29,

2008

	 	

$8,275,000

	Twelve consecutive fiscal months ending on or about March 31, 2008

	 	$	8,050,000	 
	Twelve consecutive fiscal months ending on or about April 30, 2008

	 	$	8,700,000	 
	Twelve consecutive fiscal months ending on or about May 31, 2008

	 	$	9,500,000	 
	Twelve consecutive fiscal months ending on or about June 30, 2008

	 	$	9,500,000	 
	Twelve consecutive fiscal months ending on or about July 31, 2008

	 	$	9,750,000	 
	Twelve consecutive fiscal months ending on or about August 31,

2008

	 	

$10,500,000

	Twelve consecutive fiscal months ending on or about September 30,

2008

	 	

$11,475,000

	Twelve consecutive fiscal months ending on or about October 31,

2008

	 	

$12,500,000

	Twelve consecutive fiscal months ending on or about November 30,

2008

	 	

$13,500,000

	Twelve consecutive fiscal months ending on or about December 31,

2008

	 	

$14,000,000

	Twelve consecutive fiscal months ending on or about January 31,

2009

	 	

$14,250,000

	Twelve consecutive fiscal months ending on or about February 28,

2009

	 	

$14,500,000

	Twelve consecutive fiscal months ending on or about March 31, 2009

	 	$	14,750,000	 
	Twelve consecutive fiscal months ending on or about April 30, 2009

	 	$	15,000,000	 
	Twelve consecutive fiscal months ending on or about May 31, 2009

	 	$	15,250,000	 
	Twelve consecutive fiscal months ending on or about June 30, 2009

	 	$	15,500,000	 
	Twelve consecutive fiscal months ending on or about July 31, 2009

	 	$	15,750,000	 
	Twelve consecutive fiscal months ending on or about August 31,

2009

	 	

$16,000,000

	Twelve consecutive fiscal months ending on or about September 30,

2009

	 	

$16,500,000

	Twelve consecutive fiscal months ending on or about October 31,

2009

	 	

$17,000,000

	Twelve consecutive fiscal months ending on or about November 30,

2009

	 	

$17,500,000

	Each period of twelve consecutive fiscal months thereafter,

commencing with the twelve consecutive fiscal months ending on or

about December 31, 2009

	 	

$18,000,000

(d) Leverage.

Borrower shall not permit the ratio of its aggregate indebtedness for borrowed
money (including capitalized leases) as of the last day of each fiscal month ending
on or about each date set forth below, to EBITDA for the period of twelve (12)
consecutive fiscal months ending on the last date of such fiscal month, to exceed
the ratio set forth below for the fiscal month ending on or about the corresponding
date set forth below:

	 	 	 
	On or about the following Dates	 	Ratio
	December 31, 2007

	 	3.75 to 1.0
	January 31, 2008

	 	4.25 to 1.0
	February 29, 2008

	 	4.05 to 1.0
	March 31, 2008

	 	3.75 to 1.0
	April 30, 2008

	 	3.75 to 1.0
	May 31, 2008

	 	3.50 to 1.0
	June 30, 2008

	 	3.50 to 1.0
	July 31, 2008

	 	3.50 to 1.0
	August 31, 2008

	 	3.25 to 1.0
	September 30, 2008

	 	2.75 to 1.0
	October 31, 2008

	 	2.75 to 1.0
	November 30, 2008

	 	2.50 to 1.0
	December 31, 2008 and the last day of each fiscal month thereafter

	 	2.50 to 1.0

(e) Capital Expenditures.

Borrower shall not permit the aggregate amount of all Capital Expenditures made
by Borrower and its Subsidiaries to exceed (i) $4,000,000 during the first two
fiscal quarters of any Fiscal Year and (ii) $7,000,000 in any Fiscal Year; provided
that, commencing with the period of twelve consecutive fiscal months ending on or
about June 30, 2008, and continuing thereafter as of the last day of each fiscal
month for the twelve consecutive fiscal months then ending, if the ratio of its
EBITDA to Fixed Charges for any period of calculation specified in Section
14(b) exceeds 1.10 to 1.0 (as evidenced in the compliance certificate delivered
with respect to the last month of such period), the amount of Capital Expenditures
permitted to be made by Borrower and its Subsidiaries pursuant to this clause (ii)
for such Fiscal Year shall, at the request of Borrower, be increased by an amount
equal to the product of such excess times EBITDA for such calculation period. For
the avoidance of doubt and as an example only, should Borrower achieve a ratio of
EBITDA to Fixed Charges of 1.15 to 1.00 for the period of twelve consecutive fiscal
months ending on or about June 30, 2008 with EBITDA for the immediately preceding 12
fiscal month period equal to $10,000,000, Borrower may, at its request, increase the
amount of Capital Expenditures permitted to be made by Borrower and its Subsidiaries
pursuant to clause (ii) of this Section 14(e) for the Fiscal Year ending on
or about December 31, 2008 by $500,000. Notwithstanding the foregoing adjustment
provision, (i) in no event shall aggregate Capital Expenditures made by Borrower and
its Subsidiaries exceed $8,250,000 in any Fiscal Year, and (ii) during any period in
which Borrower elects to increase Capital Expenditures pursuant to this Section
14(e), Borrower shall not permit the ratio of its EBITDA to Fixed Charges for
any applicable calculation period to be less than 1.10 to 1.0, notwithstanding any
less restrictive provision of Section 14(b) to the contrary.

PART III

CONDITIONS TO EFFECTIVENESS OF PART II

SUBPART 3.1. Second Amendment Effective Date. This Amendment shall be and become
effective as of the date hereof when all of the conditions set forth in this Part III shall have
been satisfied (the “Second Amendment Effective Date”) (it being understood and agreed that
the remainder of this Amendment shall be effective upon the execution and delivery hereof by the
parties hereto), and after the Second Amendment Effective Date this Amendment shall be known, and
may be referred to, as the “Second Amendment.”

SUBPART 3.2.  Execution of Counterparts of Documents. The Agent shall have received
fully executed counterparts of this Amendment.

SUBPART 3.3. Warrant. The Lender shall have received a fully executed copy of a
warrant in favor of Atalaya Funding LLC and its permitted successors and assigns to purchase shares
of common stock of Borrower in form and substance acceptable to Lender (the “Warrant”).
Notwithstanding Section 13(d) of the Existing Loan Agreement to the contrary, the Agent and Lender
acknowledge and consent to the execution and delivery of the Warrant by the Borrower.

SUBPART 3.4. Fees and Expenses. Borrower shall have paid all fees and expenses
(including attorneys fees) of the Agent and the Lender in connection with this Amendment including
without limitation (i) the expenses incurred in connection with the drafting, reviewing, execution
and delivery of this Amendment and (ii) certain travel expenses of the Agent in the amount of
$1,242.56.

PART IV

MISCELLANEOUS

SUBPART 4.1. Cross-References. References in this Amendment to any Part or Subpart
are, unless otherwise specified, to such Part or Subpart of this Amendment.

SUBPART 4.2. References in Other Agreements. At such time as this Amendment shall
become effective pursuant to the terms of Subpart 3.1, all references in the Existing Loan
Agreement (including without limitation the Schedules thereto) to the “Agreement”, and all
references in the Other Agreements to the “Loan Agreement”, shall be deemed to refer to the Amended
Loan Agreement.

SUBPART 4.3. Fee. Borrower hereby covenants and agrees to pay to Agent, within one
(1) Business Day of the date hereof, a fee in respect of the transactions contemplated hereby in
the amount of $138,000.

SUBPART 4.4. Representations and Warranties of Borrower. Borrower hereby represents
and warrants that (a) the representations and warranties contained in Section 11 of the Existing
Loan Agreement (after giving effect to the amendments contained herein) are correct in all material
respects on and as of the date hereof as though made on and as of such date and (b) no Default or
Event of Default exists under the Existing Loan Agreement (after giving effect to the amendments
contained herein) on and as of the date hereof. Without limitation of the preceding sentence,
Borrower hereby expressly re-affirms the validity, effectiveness and enforceability of each Other
Agreement to which it is a party (in each case, as the same may be modified by the terms of this
Amendment).

SUBPART 4.5. Counterparts. 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.

SUBPART 4.6. Successors and Assigns. This Amendment shall be binding upon and inure
to the benefit of the parties hereto and their respective successors and assigns.

Remainder of page intentionally blank. Signature page follows.

1

Each of the parties hereto has caused a counterpart of this Amendment to be duly executed and
delivered as of the date first above written.

	 	 	 
	BORROWER:	 	APAC CUSTOMER SERVICES, INC.
	
 
	 	By:/s/ George H. Hepburn
	
 
	 	 

	 	 	Title: Senior Vice President and Chief Financial

Officer

	 	 	 
	AGENT:	 	ATALAYA ADMINISTRATIVE LLC
	as Agent

	 	

	
 
	 	By: /s/Ivan Q. Zinn
	
 
	 	 
	
 
	 	Title:
	
 
	 	 
	LENDER:

	 	ATALAYA FUNDING II LP,
	 

	 	

	as a Lender

	 	

	
 
	 	By: /s/ Ivan Q. Zinn
	
 
	 	 
	
 
	 	Title:
	
 
	 	 

2

Source: [{"source": "alea-institute/alea-institute/kl3m-data-edgar-agreements/train-00135-of-00352.parquet"}, [{"source": "alea-institute/alea-institute/kl3m-data-edgar-agreements/train-00135-of-00352.parquet"}]]