Document:

Exhibit 10.3

 

APTARGROUP, INC.
 RESTRICTED STOCK UNIT AWARD AGREEMENT

 

AptarGroup, Inc., a Delaware corporation (the “Company”), hereby grants ____________ (the “Employee”) as of ____________ (the “Grant Date”), pursuant to Section 5(d) of the AptarGroup, Inc. 2011 Stock Awards Plan (the “Plan”), a restricted stock unit award (the “Award”) of ___________  restricted stock units, upon and subject to the restrictions, terms and conditions set forth below.  Capitalized terms not defined herein shall have the meanings specified in the Plan.

 

1.         Award Subject to Acceptance of Agreement.  The Award shall be null and void unless the Employee shall accept this Agreement by executing it in the space provided below and returning it to the Company.

 

2.         Restriction Period and Vesting.  (a)  The Award shall vest (i) with respect to _____ restricted stock units subject to the Award on _________, an additional _____ restricted stock units subject to the Award on _________, and the remaining _____ restricted stock units subject to the Award on ________, or (ii) as otherwise provided pursuant to this Section 2 (the “Restriction Period”).

 

(b)       If the Employee’s employment by the Company terminates by reason of retirement, the Award shall continue to vest in accordance with Section 2(a)(i) or earlier pursuant to Section 2(e) hereof; provided, however, that if the Employee dies after such Employee’s termination of employment by reason of retirement, the portion of the Award, if any, which is not vested as of the date of death shall become fully vested as of the date of death.  For purposes of this Agreement, “retirement” shall mean retirement either (i) at or after age 55 after a minimum of ten years of employment with the Company or (ii) at or after age 65.  For purposes of this Section 2(b) only, employment with an entity or business acquired by the Company shall be deemed to be employment with the Company.

 

(c)        If the Employee’s employment by the Company terminates by reason of permanent disability or death, the Award shall become fully vested as of the date of the Employee’s permanent disability or death, as the case may be.  For purposes of this Agreement, “permanent disability” shall mean that the Employee either (i) is unable to engage in any substantial gainful activity by reason of any medically determinable physical or mental impairment that can be expected to result in death or can be expected to last for a continuous period of not less than twelve (12) months, or (ii) by reason of any medically determinable physical or mental impairment that can be expected to result in death or can be expected to last for a continuous period of not less than twelve (12) months, is receiving income replacement benefits for a period of not less than six (6) months under an accident and health plan covering employees of the Employee’s employer.

 

(d)       If the Employee’s employment by the Company terminates for any reason other than retirement, permanent disability or death, the portion of the Award, if any, which is not vested as of the effective date of the Employee’s termination of employment shall be forfeited and cancelled by the Company.

 

 

(e)       (1)  In the event of a Change in Control (as defined in Appendix A), the Award shall immediately vest in full, except as otherwise provided in the last sentence of Section 2(e)(2) hereof.

 

(2)       In the event of a Change in Control pursuant to paragraph (3) or (4) of Appendix A, the Board of Directors (as constituted prior to such Change in Control) may, in its discretion (subject to existing contractual arrangements):

 

(i)                                  require that shares of stock of the corporation resulting from such Change in Control, or a parent corporation thereof, be substituted for some or all of the Shares (as defined in Section 3) issuable pursuant to the Award, as determined by the Board of Directors; and/or

 

(ii)                              require the Award, in whole or in part, to be surrendered to the Company by the Employee and to be immediately cancelled by the Company, and provide for the Employee to receive a cash payment in an amount not less than the amount determined by multiplying the number of restricted stock units subject to the Award immediately prior to such cancellation (but after giving effect to any adjustment pursuant to Section 6(b) of the Plan in respect of any transaction that gives rise to such Change in Control), by the highest per share price offered to holders of Common Stock in any transaction whereby the Change in Control takes place.

 

Notwithstanding the foregoing provisions of Sections 2(e)(1) and 2(e)(2), in the event that (A) the Award constitutes the payment of nonqualified deferred compensation within the meaning of Section 409A of the Internal Revenue Code of 1986, as amended (the “Code”), and (B) the Change in Control does not constitute a “change in control event” within the meaning of Section 409A of the Code, the Award shall not immediately vest upon such Change in Control, but instead shall vest and be payable in the shares of stock substituted, as determined by the Board of Directors pursuant to Section 2(e)(2)(i) hereof, for the Shares (as defined in Section 3 hereof) issuable pursuant to the Award, or the Award shall vest and be payable in cash, as determined by the Board of Directors pursuant to Section 2(e)(2)(ii) hereof, in either case in accordance with the vesting schedule set forth in clause (i) of Section 2(a) hereof, regardless of whether the Employee continues to be employed by the Company, or earlier pursuant to Section 2(c) hereof.

 

(3)       The Company may, but is not required to, cooperate with the Employee if the Employee is subject to Section 16 of the Securities Exchange Act of 1934, as amended (the “Exchange Act”), to assure that any cash payment or substitution in accordance with the foregoing to the Employee is made in compliance with Section 16 and the rules and regulations thereunder.

 

3.         Conversion of Restricted Stock Units and Issuance of Shares.  Upon the vesting of all or any portion of the Award in accordance with Section 2 hereof, one share of the Company’s Common Stock, $0.01 par value, shall be issuable for each restricted stock unit that vests on such date (the “Shares”), subject to the terms and provisions of the Plan and this Agreement.  Thereafter, the Company will transfer such Shares to the Employee upon satisfaction of any required tax withholding obligations.  No fractional shares shall be issued under this Agreement.

 

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4.         Rights as a Stockholder.  The Employee shall not be entitled to any privileges of ownership (including any voting rights or rights with respect to dividends paid on the Common Stock) with respect to any of the Shares issuable under the Award unless and until, and only to the extent, the Award is settled by the issuance of such Shares to the Employee.

 

5.         Termination of Award.  In the event that the Employee shall forfeit all or a portion of the restricted stock units subject to the Award, the Employee shall promptly return this Agreement to the Company for cancellation.  Such cancellation shall be effective regardless of whether the Employee returns this Agreement.

 

6.         Additional Terms and Conditions of Award.

 

6.1       Nontransferability of Award.  During the Restriction Period, the restricted stock units subject to the Award and not then vested may not be transferred by the Employee other than by will, the laws of descent and distribution or pursuant to Section 6(a) of the Plan on a beneficiary designation form approved by the Company.  Except as permitted by the foregoing, during the Restriction Period, the restricted stock units subject to the Award and not then vested may not be sold, transferred, assigned, pledged, hypothecated, encumbered or otherwise disposed of (whether by operation of law or otherwise) or be subject to execution, attachment or similar process.  Any such attempted sale, transfer, assignment, pledge, hypothecation or encumbrance, or other disposition of such restricted stock units shall be null and void.

 

6.2       Withholding Taxes.  As a condition precedent to the delivery to the Employee of any of the Shares subject to the Award or upon the Employee’s satisfaction of the retirement eligibility conditions set forth in Section 2(b), the Employee shall, upon request by the Company, pay to the Company (or shall cause a broker-dealer on behalf of the Employee to pay to the Company) such amount of cash as the Company may be required, under all applicable federal, state, local or other laws or regulations, to withhold and pay over as income or other withholding taxes (the “Required Tax Payments”) with respect to the Award.  If the Employee shall fail to advance the Required Tax Payments after request by the Company, the Company may, in its discretion, deduct any Required Tax Payments from any amount then or thereafter payable by the Company to the Employee.

 

6.3       Compliance with Applicable Law.  The Award is subject to the condition that if the listing, registration or qualification of the Shares subject to the Award upon any securities exchange or under any law, or the consent or approval of any governmental body, or the taking of any other action is necessary or desirable as a condition of, or in connection with, the vesting of the restricted stock units or the delivery of the Shares hereunder, the Shares subject to the Award may not be delivered, in whole or in part, unless such listing, registration, qualification, consent or approval shall have been effected or obtained, free of any conditions not acceptable to the Company.  The Company agrees to use reasonable efforts to effect or obtain any such listing, registration, qualification, consent or approval.

 

6.4       Delivery of Certificates.  Subject to Sections 6.2 and 6.3, as soon as practicable after the vesting of the Award, in whole or in part, the Company shall deliver or cause to be delivered one or more certificates issued in the Employee’s name (or such other name as is acceptable to the Company and designated in writing by the Employee) representing the number

 

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of vested Shares.  The Company shall pay all original issue or transfer taxes and all fees and expenses incident to such delivery, except as otherwise provided in Section 6.2.

 

6.5       Award Confers No Rights to Continued Employment.  In no event shall the granting of the Award or its acceptance by the Employee give or be deemed to give the Employee any right to continued employment by the Company or any Affiliate of the Company.

 

6.6       Decisions of Board or Committee.  The Board of Directors of the Company or the Committee shall have the right to resolve all questions which may arise in connection with the Award.  Any interpretation, determination or other action made or taken by the Board of Directors or the Committee regarding the Plan or this Agreement shall be final, binding and conclusive.

 

6.7       Company to Reserve Shares.  The Company shall at all times prior to the cancellation of the Award reserve and keep available, either in its treasury or out of it authorized but unissued shares of Common Stock, shares of Common Stock equal to the full number of unvested restricted stock units subject to the Award from time to time.

 

6.8       Agreement Subject to the Plan; Section 409A of the Code.  This Agreement is subject to the provisions of the Plan (including the adjustment provision set forth in Section 6(b) thereof) and shall be interpreted in accordance therewith.  The Employee hereby acknowledges receipt of a copy of the Plan.  This Agreement shall be interpreted and construed in a manner that avoids the imposition of taxes and other penalties under Section 409A of the Code.  The Company reserves the right to amend this Agreement to the extent it determines in its sole discretion such amendment is necessary or appropriate to comply with applicable law, including but not limited to Section 409A of the Code.  Notwithstanding the foregoing, under no circumstances shall the Company be responsible for any taxes, penalties, interest or other losses or expenses incurred by the Employee due to any failure to comply with Section 409A of the Code.

 

7.         Miscellaneous Provisions.

 

7.1       Meaning of Certain Terms.  As used herein, the term “vest” shall mean no longer subject to forfeiture and all rights hereunder shall be deemed to be vested.  As used herein, employment by the Company shall include employment by an Affiliate of the Company.

 

7.2       Successors.  This Agreement shall be binding upon and inure to the benefit of any successor or successors of the Company and any person or persons who shall, upon the death of the Employee, acquire any rights hereunder in accordance with this Agreement or the Plan.

 

7.3       Notices.  All notices, requests or other communications provided for in this Agreement shall be made in writing by (a) actual delivery to the party entitled thereto, (b) mailing to the last known address of the party entitled thereto, via certified or registered mail, return receipt requested or (c) telecopy with confirmation of receipt.  The notice, request or other communication shall be deemed to be received, in the case of actual delivery, on the date of its actual receipt by the party entitled thereto, in the case of mailing, on the tenth calendar day following the date of such mailing, and in the case of telecopy, on the date of confirmation of receipt; provided, however, that if a notice, request or other communication is not received

 

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during regular business hours, it shall be deemed to be received on the next succeeding business day of the Company.

 

7.4       Governing Law.  This Agreement and all determinations made and actions taken pursuant hereto, to the extent not otherwise governed by the laws of the United States, shall be governed by the laws of the State of Delaware and construed in accordance therewith without giving effect to conflicts of laws principles.

 

7.5       Reports Filed with the Securities and Exchange Commission.  The Company files periodic and current reports and proxy statements with the Securities and Exchange Commission (“SEC”). These documents are available, free of charge, on the website of the SEC (www.sec.gov) and on the Company’s website (www.aptargroup.com, under Investor Relations/ “Annual Report & Proxy” and “SEC Filings”), as soon as reasonably practicable after the material is filed with, or furnished to, the SEC.  Any of these documents is available to the Director in paper format, without charge, upon written or oral request to the Company’s Investor Relations Department located at 475 West Terra Cotta Avenue, Suite E, Crystal Lake, Illinois, 60014, U.S.A., phone number 1-815-477-0424.

 

7.6       Counterparts.  This Agreement may be executed in two counterparts each of which shall be deemed an original and both of which together shall constitute one and the same instrument.

 

	
 
    	
APTARGROUP, INC.
    
	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    
	
 
    	
By:
    	
Peter   Pfeiffer
    
	
 
    	
 
    	
President   and Chief Executive Officer
    
	
 
    	
 
    	
 
    
	
Accepted   this ________ day of
    	
 
    	
 
    
	
___________,   20__
    	
 
    	
 
    
	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    
	
Employee
    	
 
    	
 
    	
 
    

 

5

 

	
 
    	
Appendix   A
    
	
 
    	
to   AptarGroup, Inc.
    
	
 
    	
Restricted   Stock Unit Award
    
	
 
    	
Agreement   for Employees
    

 

For purposes of this Agreement “Change in Control” shall mean:

 

(1)       the acquisition by any individual, entity or group (a “Person”), including any “person” within the meaning of Section 13(d)(3) or 14(d)(2) of the Securities Exchange Act of 1934, as amended (the “Exchange Act”), of beneficial ownership within the meaning of Rule 13d-3 promulgated under the Exchange Act, of more than 50% of either (i) the then outstanding shares of common stock of the Company (the “Outstanding Company Common Stock”) or (ii) the combined voting power of the then outstanding securities of the Company entitled to vote generally in the election of directors (the “Outstanding Company Voting Securities”); provided, however, that the following acquisitions shall not constitute a Change in Control: (A) any acquisition directly from the Company (excluding any acquisition resulting from the exercise of a conversion or exchange privilege in respect of outstanding convertible or exchangeable securities unless such outstanding convertible or exchangeable securities were acquired directly from the Company), (B) any acquisition by the Company, (C) any acquisition by an employee benefit plan (or related trust) sponsored or maintained by the Company or any corporation controlled by the Company or (D) any acquisition by any corporation pursuant to a reorganization, merger or consolidation involving the Company, if, immediately after such reorganization, merger or consolidation, each of the conditions described in clauses (i), (ii) and (iii) of subsection (3) of this Appendix A shall be satisfied; and provided  further that, for purposes of clause (B), if any Person (other than the Company or any employee benefit plan (or related trust) sponsored or maintained by the Company or any corporation controlled by the Company) shall become the beneficial owner of more than 50% of the Outstanding Company Common Stock or more than 50% of the Outstanding Company Voting Securities by reason of an acquisition by the Company and such Person shall, after such acquisition by the Company, become the beneficial owner of any additional shares of the Outstanding Company Common Stock or any additional Outstanding Company Voting Securities and such beneficial ownership is publicly announced, such additional beneficial ownership shall constitute a Change in Control;

 

(2)       individuals who, as of the date hereof, constitute the Board (the “Incumbent Board”) cease for any reason to constitute at least a majority  of such Board; provided, however, that any individual who becomes a director of the Company subsequent to the date hereof whose election, or nomination for election by the Company’s stockholders, was approved by the vote of at least  a majority of the directors then comprising the Incumbent Board shall be deemed to have been a member of the Incumbent Board; and provided  further, that no individual who was initially elected as a director of the Company as a result of an actual or threatened solicitation by a Person other than the Board for the purpose of opposing a solicitation by any other Person with respect to the election or removal of directors or any other actual or threatened solicitation of proxies or consents by or on behalf of any Person other than the Board shall be deemed to have been a member of the Incumbent Board;

 

(3)       consummation of a reorganization, merger or consolidation unless, in any such case, immediately after such reorganization, merger or consolidation, (i) 50% or more of the then outstanding shares of common stock of the corporation resulting from such

 

 

reorganization, merger or consolidation and 50% or more of the combined voting power of the then outstanding securities of such corporation entitled to vote generally in the election of directors is then beneficially owned, directly or indirectly, by all or substantially all of the individuals or entities who were the beneficial owners, respectively, of the Outstanding Company Common Stock and the Outstanding Company Voting Securities immediately prior to such reorganization, merger or consolidation and in substantially the same proportions relative to each other as their ownership, immediately prior to such reorganization, merger or consolidation, of the Outstanding Company Common Stock and the Outstanding Company Voting Securities, as the case may be, (ii) no Person (other than the Company, any employee benefit plan (or related trust) sponsored or maintained by the Company or the corporation resulting from such reorganization, merger or consolidation (or any corporation controlled by the Company) and any Person which beneficially owned, immediately prior to such reorganization, merger or consolidation, directly or indirectly, more than 50% of the Outstanding Company Common Stock or the Outstanding Company Voting Securities, as the case may be) beneficially owns, directly or indirectly, more than 50% of the then outstanding shares of common stock of such corporation or more than 50% of the combined voting power of the then outstanding securities of such corporation entitled to vote generally in the election of directors and (iii) at least a majority of the members of the board of directors of the corporation resulting from such reorganization, merger or consolidation were members of the Incumbent Board at the time of the execution of the initial agreement or action of the Board providing for such reorganization, merger or consolidation; or

 

(4)       consummation of (i) a plan of complete liquidation or dissolution of the Company or (ii) the sale or other disposition of all or substantially all of the assets of the Company other than to a corporation with respect to which, immediately after such sale or other disposition, (A) 50% or more of the then outstanding shares of common stock thereof and 50% or more of the combined voting power of the then outstanding securities thereof entitled to vote generally in the election of directors is then beneficially owned, directly or indirectly, by all or substantially all of the individuals and entities who were the beneficial owners, respectively, of the Outstanding Company Common Stock and the Outstanding Company Voting Securities immediately prior to such sale or other disposition and in substantially the same proportions relative to each other as their ownership, immediately prior to such sale or other disposition, of the Outstanding Company Common Stock and the Outstanding Company Voting Securities, as the case may be, (B) no Person (other than the Company, any employee benefit plan (or related trust) sponsored or maintained by the Company or such corporation (or any corporation controlled by the Company) and any Person which beneficially owned, immediately prior to such sale or other disposition, directly or indirectly, more than 50% of the Outstanding Company Common Stock or the Outstanding Company Voting Securities, as the case may be) beneficially owns, directly or indirectly, more than 50% of the then outstanding shares of common stock thereof or more than 50% of the combined voting power of the then outstanding securities thereof entitled to vote generally in the election of directors and (C) at least a majority of the members of the board of directors thereof were members of the Incumbent Board at the time of the execution of the initial agreement or action of the Board providing for such sale or other disposition.

 

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Appendix   A
    
	
 
    	
to   AptarGroup, Inc.
    
	
 
    	
Restricted   Stock Unit Award
    
	
 
    	
Agreement   for Employees
    

 

APTARGROUP, INC.

 

2011 Stock Awards Plan

 

BENEFICIARY DESIGNATION FORM

 

You may designate a primary beneficiary and a secondary beneficiary.  You can name more than one person as a primary or secondary beneficiary.  For example, you may wish to name your spouse as primary beneficiary and your children as secondary beneficiaries.  Your secondary beneficiary(ies) will receive nothing if any of your primary beneficiaries survive you.  All primary beneficiaries will share equally unless you indicate otherwise.  The same rule applies for secondary beneficiaries.

 

Designate Your Beneficiary(ies):

 

	
 
    	
Primary   Beneficiary(ies):
    	
 
    
	
 
    	
 
    
	
 
    	
 
    
	
 
    	
 
    
	
 
    	
Secondary   Beneficiary(ies):
    	
 
    
	
 
    	
 
    
	
 
    	
 
    
				

 

I certify that my designation of beneficiary set forth above is my free act and deed.

 

 

	
 
    	
 
    	
 
    
	
Name   of Employee
    	
 
    	
Employee’s   Signature
    
	
(Please Print)
    	
 
    	
 
    
	
 
    	
 
    	
 
    
	
 
    	
 
    	
DateExhibit 10.1

 

Order No.:  20060105.006.S.028

 

 

	
CONTENTS
    	
 
    
	
1.
    	
SCOPE OF WORK
    	
2
    
	
2.
    	
PRIMARY CONTACT INFORMATION
    	
2
    
	
3.
    	
TERM
    	
2
    
	
4.
    	
REPORTING REQUIREMENTS
    	
2
    
	
5.
    	
FORECASTING
    	
3
    
	
6.
    	
PERFORMANCE METRICS
    	
4
    
	
7.
    	
PERFORMANCE METRIC WAIVERS
    	
4
    
	
8.
    	
CSR QUALITY ASSURANCE
    	
4
    
	
9.
    	
TRAINING
    	
5
    
	
10.
    	
MONTHLY PERFORMANCE REVIEWS
    	
6
    
	
11.
    	
PRICE
    	
6
    
	
12.
    	
INVOICING PROCESS
    	
9
    
	
13.
    	
SITE AND DEDICATED   PERSONNEL
    	
9
    
	
14.
    	
AT&T SYSTEMS USE AND   DOWNTIME
    	
9
    
	
15.
    	
TECHNOLOGY REQUIREMENTS
    	
10
    
	
16.
    	
MISCELLANEOUS OPERATIONAL   REQUIREMENTS
    	
10
    
	
17.
    	
PERFORMANCE IMPROVEMENT   PLAN
    	
11
    
	
18.
    	
DISPUTE RESOLUTION
    	
11
    
	
19.
    	
TRANSMISSION OF ORIGINAL   SIGNATURES AND EXECUTING MULTIPLE COUNTERPARTS
    	
12
    
	
EXHIBITS
    	
13
    
	
EXHIBIT A   - DEFINITIONS
    	
14
    
	
EXHIBIT B   - PRICING
    	
16
    
	
EXHIBIT C   - LINE OF BUSINESS (LOB) & SUB-CHANNEL
    	
18
    
	
EXHIBIT D   - HOURS OF OPERATIONS AND TRAINING/TRANSITION DURATION
    	
22
    
	
EXHIBIT E   - REPORTING REQUIREMENTS
    	
24
    
	
EXHIBIT F   - PERFORMANCE METRICS
    	
26
    
	
EXHIBIT G   - TECHNOLOGY REQUIREMENTS
    	
33
    
	
EXHIBIT H   — CHANGE CONTROL PROCESS
    	
35
    

 

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.

 

[*] = Certain confidential information contained in this document, marked with brackets, has been omitted and filed separately with the Securities and Exchange Commission pursuant to a request for confidential treatment made pursuant to Rule 24b-2 under the Securities Exchange Act of 1934, as amended.

 

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This Order No. 20060105.006.S.028 (“Order”) is issued pursuant to the Contact Center Agreement No. 20060105.006.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 Order not otherwise defined herein shall have the definitions specified in the Agreement.  If the Order conflicts with the terms and conditions of the Agreement, the terms and conditions of the Order shall 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 by line of business (“Line of Business” or “LOB”), as set forth in Exhibit C attached hereto, in accordance with the AT&T hours of operation (“Hours of Operation”) set forth in Exhibit D attached hereto subject to applicable laws at the rates set forth in Exhibit B attached hereto.  Any other customer care activities, that result in the a change in the nature or type, market or mix of Calls, including any changes to the mix of LOB(s) supported by Site(s) as set forth in Exhibit C attached hereto, shall be subject to Exhibit H (Change Control Process).

 

1.2         Definitions for this Order are set forth in Exhibit A.

 

2.         PRIMARY CONTACT INFORMATION

 

The following will perform the function of primary contacts.  Supplier shall use reasonable efforts to retain the Supplier Contact during the term of this Order.

 

	
AT&T Contact
    	
 
    	
Supplier Contact
    
	
Name: [*]
    	
 
    	
Name: [*]
    
	
Address: [*]
    	
 
    	
Address: [*]
    
	
Phone: [*]
    	
 
    	
Phone: [*]
    
	
Mobile: [*]
    	
 
    	
Mobile: [*]
    
	
E-mail: [*]
    	
 
    	
E-mail: [*]
    

 

3.         TERM

 

3.1         The Term of this Order shall commence on August 1, 2011 (“Effective Date”), and shall continue until midnight on August 1, 2014 (the “Initial Term).

 

3.2         AT&T may Terminate this Order for convenience with at least [*] days prior written notice to Supplier.  Supplier shall fully cooperate with AT&T in any ramp down or transition activities associated with this Order and Supplier’s quality and level of performance during such period shall continue to comply with all requirements of the Order.

 

3.3        AT&T may reduce Call volumes and implement ramp down activities [*] days prior to the end of the term of this Order. Extensions to this Order shall be mutually agreed upon in writing by the Parties.

 

4.         REPORTING REQUIREMENTS

 

Supplier shall deliver to AT&T the reports set forth in Exhibit E “Reporting Requirements” attached hereto and incorporated herein.  Additional reports may be requested by AT&T and shall be provided by Supplier as mutually agreed upon by the Parties.

 

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5.         FORECASTING

 

AT&T will provide a volume forecast to Supplier on a regular basis at a Site/LOB level.  For purposes of this Section 5, in the event multiple LOBs are served by multi-skilled CSRs, such multiple LOBs shall be considered one LOB.  For example, After Hours, Combined Bill (CB), Postpaid Customer Service Experience (CSE), and SmartPhone Calls are handled by the same set of CSRs and would therefore be considered one LOB.

 

5.1         Forty-five (45) days before the start of each month AT&T will provide a non-binding ninety (90) day forecast, a non-binding seventy-five (75) day forecast, and a forty-five (45) day monthly Call forecast (“45 Day Forecast”) with the estimated monthly number of Calls and AHT at a Site/LOB level.

 

5.2         Supplier shall use the 75 day forecast and the 45 Day Forecast for the purposes of calculating staffing needs in order to meet the requirements and Performance Metrics contained in this Order.

 

5.3         Upon receipt of the 45 Day Forecast, Supplier has [*] business days to confirm and provide feedback to AT&T regarding such 45 Day Forecast and AT&T will reasonably consider such feedback.   If Supplier does not confirm the 45 Day Forecast within this period, it shall be deemed confirmed by Supplier.

 

5.4         [*] business days after Supplier’s receipt of the 45 Day Forecast with estimated monthly number of Calls and AHT, such forecast  will be locked (“Locked Forecast”).  The Locked Forecast will be for the month which is the [*] full month after the Locked Forecast is delivered to Supplier.  For example, the Locked Forecast delivered to Supplier on or before [*], 2011 will be for [*], 2011.

 

5.5         If AT&T delivers less than [*] percent ([*]%) of the aggregate LOB Locked Forecast, AT&T shall pay the difference in minutes between the actual delivered minutes and [*] percent ([*]%) of the Locked Forecast at the applicable per minute rate, provided that Supplier can demonstrate that it had adequate staffing to handle the Locked Forecast.

 

5.6         Every Friday of each week AT&T will provide a [*] minute interval forecast [*] weeks in advance of the applicable week (“Preliminary Interval Forecast”) with the estimated number of Calls and AHT by Site/LOB.   AT&T may at its discretion, deliver a Preliminary Interval Forecast that adjusts the Locked Forecast up or down by no more than [*] percent ([*]%).

 

5.7         Upon receipt of the Interval Forecast, Supplier has [*] business days to confirm and provide feedback to AT&T regarding such Interval Forecast and AT&T will reasonably consider such feedback. If Supplier does not confirm the Interval Forecast within this period, it shall be deemed confirmed by Supplier.

 

5.8         Every Friday of each week AT&T will provide a [*] minute interval forecast [*] weeks in advance of the applicable week (“Locked Interval Forecast”) with the estimated number of Calls, AHT, and Handle Time by Site/LOB.

 

5.9         Supplier performance pursuant to this Section 5 (Forecasting) shall be governed by Section 6 (Performance Metrics).  AT&T will ensure that Performance Metric calculations and definitions take into account forecast errors while assessing performance.  Supplier acknowledges that the guarantee of [*] percent ([*]%) of the Locked Forecast described in paragraph 5.5 is contingent upon the Site performance consistently falling above the [*] measured across Like Sites (i.e., Sites performing under the expected performance levels on [*] or more Performance Metrics  for [*] or more consecutive months or experiencing significant operational outages will be excluded from any volume guarantees in following months until performance has shown improvement).

 

5.10       For days in which Supplier fails to meet the daily interval forecast, Supplier shall provide a shrinkage report on the following business day.

 

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6.         PERFORMANCE METRICS

 

6.1         AT&T and Supplier have developed the Performance Metrics set forth in Exhibit F to ensure the delivery of high quality, efficient customer service.  Performance Metrics hereunder shall be measured monthly by LOB at each Site by Call Type.  For purposes of this Section 6, in the event multiple LOBs are served by multi-skilled CSRs, such multiple LOBs shall be considered one LOB.  For example, After Hours, Combined Bill (CB), Postpaid Customer Service Experience (CSE), and SmartPhone Calls are handled by the same set of CSRs and would therefore be considered one LOB.

 

6.2         Performance Metrics for Services performed under this Order shall be categorized as either Tracking Metrics or Financial Metrics and are shown in Exhibit F.

 

6.2.1            Tracking Metrics (also referred to as “Internal Performance Indicators” or “IPIs”)

 

AT&T reserves the right to amend any matter pertaining to the Tracking Metrics, with [*] days written notice to Supplier.  Supplier will make best efforts to achieve Tracking Metric targets within a period of [*] days and in all cases is expected to achieve the Tracking Metric targets within [*] days.  The Tracking Metrics are not tied to changes in monthly payments, but may be instrumental in determining volume allocations.

 

6.2.2            Financial Metrics (also referred to as “Primary KPIs” or “Primary Key Performance Indicators”)

 

6.3         AT&T reserves the right to amend Performance Metrics with [*] days prior written notice to Supplier.  If Supplier is not in agreement with the changes, the Parties will negotiate in good faith to agree on the changes within [*] days of AT&T’s written notice.   Performance Metric changes shall be documented in a written amendment to this Order.

 

6.4         For new Supplier Sites opening or new LOBs added to existing Sites after the Effective Date of this Order, Supplier shall provide and follow a written ramp plan that is acceptable to the AT&T Vendor Manager (“Ramp Plan”).  Supplier shall meet all timelines, staffing objectives, performance targets contained in the Ramp Plan, and provide implementation support personnel.  Immediately upon full execution of such Ramp Plan, the new Site must be meeting the Performance Metrics outlined in this Order.

 

6.5         CSR Progression Plan. Supplier will develop, manage to, coach to, and track the performance of each CSR against an ongoing written progression plan with specific defined goals.   It is expected that each CSR will be performing at a sufficient level to enable Supplier to meet its obligations under this Order.

 

7.         PERFORMANCE METRIC WAIVERS

 

7.1         In the event Supplier fails to meet any Performance Metric and Supplier can demonstrate to AT&T’s satisfaction that such failure was directly 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 AT&T may, at it’s sole discretion waive Supplier’s obligation to meet such Performance Metric and/or Discounts under this Order.

 

7.2         Notwithstanding anything to the contrary herein, in addition to waivers set forth herein this Order, AT&T may choose to waive Performance Metrics and applicable Discount(s) at its sole discretion.  AT&T must invoke this option in writing within [*] days of a missed Performance Metric.

 

8.         CSR QUALITY ASSURANCE

 

8.1         Quality Assessment:  Supplier shall provide enough Quality Assessment (“QA”) agents to meet the average number of monthly CSR observations.  Each CSR is to be monitored on a monthly basis in a manner to ensure quality performance.  Supervisors shall use reasonable efforts to

 

4

 

provide feedback within [*] hours if score is below goal and [*] hours if within or above goal.  CSRs 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 CSRs is consistent.  AT&T and Supplier may mutually agree to modify the standards upon written agreement signed by both Parties pursuant to Exhibit H (Change Control Process).

 

8.2         Supplier agrees that it will provide each CSR with specific, timely, action-oriented feedback on the CSR’s performance. Such feedback will include a weekly coaching session that Supplier’s representatives document using a tool that AT&T provides or an equivalent tool with prior written approval of the AT&T Vendor Manager. Supplier shall document CSR coaching, and provide such information to AT&T upon request.

 

9.         TRAINING

 

9.1         No training costs shall be billed to AT&T except as described in paragraph 9.4, 9.6, 9.8, and 9.9.

 

9.2         Supplier shall provide New Hire Training pursuant to Exhibit D attached hereto, all retraining, ongoing soft-skills training, and customer service training to Supplier’s CSRs in accordance with AT&T provided training materials, at no cost to AT&T, in order to perform the Services described in this Order.  AT&T may be invoiced for Billable Minutes for live Calls during the Transition period.   If mutually agreed between the parties subject to Exhibit H (Change Control Process), AT&T may provide AT&T trainers for initial train-the-trainer training programs.

 

9.3         AT&T may request to extend the duration of New Hire Training subject to Exhibit H (Change Control Process).

 

9.4         Supplier shall provide up to [*] hours of AT&T specified continuing education training (“CE Training”) per CSR per [*] at no additional charge to AT&T.  CE Training hours shall be calculated [*] at Site level and not at the CSR level.  CE Training hours may be used for, but not limited to,  technical training, program updates, changes to programs, software and system updates and/or changes, scripting changes, or other topics related to the Order and the Services provided hereunder.   CE Training hours not used during any month shall be carried over to the following month provided that  the maximum number of rolling carryover shall not exceed [*] hours per CSR in aggregate at the Site level.   Carryover hours may be used for either CE training or Conversion Training.  Supplier must staff appropriately in order to complete the [*] hours/training/CSR/month.  If this training is not completed in a month due to a staffing issue, the training shall be completed in the following month and such training will not be counted towards the following month’s allotment of training hours.   In the event that Supplier reasonably believes the proposed use of the rollover hours may cause an adverse impact on service levels in the month of proposed use and that Supplier will be unable to mitigate this impact through staffing activities, Supplier will so notify AT&T.  AT&T will evaluate the situation and provide written direction to Supplier.   ADDITIONAL TRAINING FOR PERFORMANCE ISSUES SHALL BE FREE OF CHARGE TO AT&T AND SHALL NOT COUNT TOWARD THE CE TRAINING HOURS.

 

9.5         In the event CE Training above [*] hours per month per CSR is required by AT&T, AT&T shall be charged the CE Training rate in Exhibit B, unless otherwise mutually agreed to in writing.

 

9.6         If this Order is amended to add new or different AT&T LOBs and such LOBs require CSR conversion training (“Conversion Training”), AT&T will not be charged for such training to the extent carryover CE Training hours are available pursuant to paragraph 9.4., thereafter AT&T will be charged the Conversion Training rate in Exhibit B, unless otherwise mutually agreed.

 

9.7         If Supplier provides Services in support of multiple AT&T LOBs pursuant to this Order, Supplier may cross train CSRs between LOBs.  Such training shall be delivered at no cost to AT&T.  Supplier’s plan for cross training, if any, should be shared with AT&T.

 

5

 

9.8         In the event new hire training is required as the result of a greater than [*] percent ([*]%) increase in the Locked Forecast as compared to the previous Locked Forecast at Supplier level (not by Site or LOB) (hereinafter “Growth”), then AT&T shall be billed for new hire training for the number of Full Time Equivalents (“FTEs”) required to handle the volume above [*] percent ([*]%).

 

9.8.1      Growth training will be calculated as follows.

 

AT&T Growth Calculation

 

1.     Total minutes required per month based on calls handled forecast and average handle time goal

 

2.     Number of business days in month as used by AT&T work force management team

 

3.     Calculate daily minutes average for each month

 

4.     Calculate percent (%) change in daily average minutes from prior month Locked Forecast

 

5.     Compute  minutes over [*] percent ([*]%) allowance

 

6.     Using [*] percent ([*]%) on-line utilization (billable time (Handle Time + Outbound Handle Time + After Call Work) over total daily hours), compute billable time available per CSR per day based on work hours per FTE per day (8 hours)

 

7.     Divide minutes per day over [*] percent ([*]%) by billable time per CSR per day to determine number of CSRs allowed to bill for

 

8.     Supplier must provide evidence to support that it has hired and certified total number of CSRs required in order to bill over [*] percent ([*]%) portion.  If Supplier has not gained required number of CSRs, [*] percent ([*]%) calculations can only be done based on call volume that the number of CSRs Supplier has hired can handle using same calculation methodology

 

9.     Supplier bills training expense in the month that representative certification occurs (conclusion of training) unless otherwise instructed

 

9.9         New hire training cost associated with opening a new Supplier Site or adding a new LOB to an existing Supplier Site (hereinafter “Ramp”) shall be negotiated by the Parties and shall be documented in a written amendment to this Order.

 

9.10       Suppliers must have an established management development process and ensure that all CSR managers participate in ongoing training that includes sales, leadership, facilitation, and coaching.

 

10.      MONTHLY PERFORMANCE REVIEWS

 

Supplier will conduct monthly account review meetings with AT&T via conference call or on-Site at either location as mutually agreed upon. Supplier and AT&T shall have at least [*] via telephone conference.

 

11.      PRICE

 

11.1.      Price Per Billable Minute

 

Services shall be compensated by AT&T to Supplier pursuant to the [*] rates detailed in Exhibit B which is attached hereto and fully incorporated herein by this reference.

 

11.1.2          Calculation of [*]

 

Invoices will be calculated based on the formulas and data fields specified below.  If a change is made in the customer management system (“CMS”) which impacts the calculation, the Parties shall work together in good faith to determine whether

 

6

 

adjustments in the formulas or fields are required.  Any changes shall be documented in a written amendment to this Order.

 

a.       [*]

 

b.       Rounding

 

(1)           All minute calculations shall be reported to a minimum of [*] decimal places during the month.

 

(2)           At month end, in determining total minutes, the total minutes are rounded to a whole number based on the following method:

 

A.    [*]

 

B.    [*]

 

11.1.3          Outbound Handle Time Ratio and AHT Cap

 

In the event Supplier Outbound Handle Time ratio (Outbound Handle Time / Inbound Handle Time) and/ or AHT deviates excessively above LOB benchmarks (historical performance of Like Sites), and that deviation is not attributable to changes in scope or product, AT&T retains the right to implement an Outbound Handle Time ratio cap and/or an AHT cap and floor pursuant to Exhibit H (Change Control Process).

 

11.2       Monthly Billing: the following shall apply to Services during the term of this Order:

 

11.2.1          AT&T shall be billed the [*].  Each invoice shall include line items for the following:

 

	
Billing Category
    
	
[*] - Inbound
    
	
[*] - Outbound
    
	
Prior   Period Adjustments (Reconciliation)
    
	
Outbound   Telecommunication Charges
    
	
Monthly   Performance Bonus/Discounts (Net)
    

 

All invoices must be accompanied by necessary and sufficient documentation to support each charge.  Supporting documentation will be handled in accordance with the instructions of AT&T’s Contact for this Order.

 

11.2.2          [*]

 

11.2.3          All fees shall be expressed in U.S. Dollars.  Supplier acknowledges and agrees that the fees shall not be adjusted for currency fluctuations, and Supplier hereby waives any claims it may have related to currency fluctuations.  Payment may be via standard, commercial methods of payment including electronic fund transfers.

 

11.2.4          AT&T may run additional incentive programs (e.g., Pay for Performance, Prefer to Refer) pursuant to Exhibit H (Change Control Process).  Any associated costs will be billed on the monthly invoicing.

 

11.2.5          AT&T is not liable for payment of other direct charges that have not been pre-approved in writing pursuant to Exhibit H (Change Control Process). In other words, [*], outbound telecommunication charges, and Bonuses.

 

11.2.6          AT&T is not obligated to pay any invoice or invoice related to the recovery of costs or corrections received later than [*] days from the last day of the month in which Services covered by such invoice were rendered.

 

7

 

11.2.7          The fees set forth in this Order are inclusive of and Supplier shall be responsible for, any sales, use, gross receipts, resale, value-added, excise, stamp, withholding, ad valorem and other similar taxes, assessments, levies and charges imposed by any Governmental Entity (collectively, “Taxes”); and no such Taxes shall be due from AT&T.

 

11.2.8          In the event that there is a regulatory change which imposes or increases any tax which applies to the Services provided hereunder, and Supplier has not accounted for such increase or imposition in its pricing structure, the Parties agree that Supplier may make an appropriate adjustment to its pricing subject to a written amendment to this Order.

 

11.3       Price Per [*] shall include any and all charges associated to the Services. AT&T will not be responsible for any additional charges associated with the following:

 

11.3.1          Training (including but not limited to Supplier’s own corporate training, attrition training or other training required to perform Services under this Order, however not including billable training described in Section 9).

 

11.3.2          Background Checks

 

11.3.3          Drug Testing and Screening

 

11.3.4          Programming (e.g., scripting, legacy programming production support and maintenance, etc.).

 

11.3.5          Dedicated Site/LOB management functions and personnel

 

11.3.6          Miscellaneous support personnel (e.g., Sales/Quality Coach, ICU Urgent Case Worker, Catalyst Adjustment Auditor, Adjustment Auditors, M&P Communications Specialist, Resolution Desk, Clerical Specialist)

 

11.3.7          Development and issuance of reports set forth in Exhibit E

 

11.3.8          Recruiting of CSRs

 

11.3.9          Quality Assurance Personnel

 

11.3.10        Floor support (e.g., all CSR escalation and questions support)

 

11.3.11        Systems access and requirements

 

11.3.12        Systems — managing and maintaining equipment and access

 

11.3.13        Telecommunication costs (except actual outbound telecommunication charges directly associated with Suppliers Services under this order which may be charged to AT&T as a direct pass through without mark-up)

 

11.3.14        Travel and living (except when AT&T mandates that Supplier personnel travel)

 

11.3.15        Postage

 

11.3.16        Copies and shredding

 

11.3.17        Transportation

 

11.3.18        Employee benefits

 

11.3.19        Supplier Sponsored Rewards and recognition

 

11.3.20        Coaching activities including daily huddles, supervisor-led training for outliers, ‘side-by-side/on-the-job’ coaching/call listening as well as refresher training, if needed, for low performance.

 

11.3.21        AT&T will not pay a premium for hours worked during any holiday.  Information on Supplier’s holidays will be provided by Supplier upon AT&T’s request.

 

11.3.22        Weekly tailgates, huddles, and other than meetings that are not AT&T directed CE Training. For avoidance of doubt, this does not include meetings or huddles required by AT&T (CE Training).

 

8

 

11.4       AT&T will not pay a premium for overtime except however under special circumstances whereby Supplier secures AT&T prior written approval to invoice overtime to AT&T.  In this event, the Parties shall negotiate and jointly agree upon a percent (%) premium above the applicable [*] rate which shall never exceed [*] percent ([*]%) under any circumstance.  Supplier shall only invoice actual overtime that Supplier can demonstrate was paid to CSRs.

 

11.5       Supplier will use best efforts to minimize the amount of additional costs during downtime.  Supplier should offer vacation time or other non-billable options or as otherwise directed by AT&T during downtime caused by AT&T or Supplier.  If training is to be conducted during downtime such training must be preapproved by the AT&T Vendor Manager and, if applicable (i.e. all available training hours have been exhausted), the rate for such training will be as set forth in Exhibit B.

 

11.6       Performance Discounts and Bonuses:

 

11.6.1          Supplier’s actual results shall be measured monthly for each Performance Metric (both Tracking and Financial Metrics). In the event Supplier fails to meet any of the performance thresholds for the corresponding Financial Metric set out in Exhibit F of this Order, a performance discount will be applied to monthly invoices reducing the amount owed to Supplier (“Discount”) for the Services, in the amounts set out in Exhibit F.  Conversely, if Supplier achieves the bonus range for a Financial Metric, a performance bonus will be applied to the monthly invoice increasing the amount owed to Supplier (“Bonus”) for the Services, in the amounts set out in Exhibit F.  All Discounts and Bonuses for any given month shall be identified and deducted from or added to such month’s invoice to AT&T.

 

12.      INVOICING PROCESS

 

12.1       Supplier shall deliver one combined invoice for all Sites to AT&T by the fifteenth (15th) calendar day of each month.

 

13.      SITE AND DEDICATED PERSONNEL

 

13.1       Supplier’s Site based Workforce utilized under this Order shall not be utilized in support of competitors to AT&T.

 

13.2       Supplier shall separate AT&T Work performed pursuant to this Order from the activities performed for Supplier’s other customers.  Supplier shall ensure that its CSRs comply with the clean desk policy (“Clean Desk Policy”) which requires CSRs and other personnel to secure all AT&T Information and lock the CSR’s computer if the CSR is leaving his or her immediate work area for any reason and regardless of the expected duration of such absence.

 

13.3       Supplier shall notify AT&T prior to performing any services for a competitor of AT&T from a mutual Site.  In the event Supplier provides services for a competitor of AT&T, Supplier shall immediately inform AT&T, and Supplier agrees to provide extra security and information safeguarding as may be reasonably requested by AT&T at no cost to AT&T.

 

13.4       Supplier shall provide private office space for a minimum of [*] AT&T managers at each Supplier’s Site and additional shared work space both with telephone and direct, broadband internet access [*].  ID’s will need to be available for AT&T managers to ensure floor access.

 

14.      AT&T SYSTEMS USE AND DOWNTIME

 

14.1       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 capture Call information on the AT&T-provided downtime forms and will input to AT&T systems, as soon as reasonably possible after restoration of the impacted systems.  AT&T shall pay the applicable

 

9

 

[*] rate for this function for both down time and recovery time if the loss of systems is due to AT&T.

 

14.2       The AT&T system will be completely down during certain after-hour periods 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.

 

14.3       Notwithstanding the foregoing, in the event of a Supplier system/telecommunications outage, AT&T shall not be charged for any CSRs for the duration of a Supplier system outage, subject to the System Outages Report data as described in Exhibit E and included as billing back-up.

 

14.4       Supplier will provide immediate notification to AT&T’s National Call Center Operations (“NCCO”) in the event of any outage. Supplier shall advise the AT&T Contact and/or Vendor Manager when any AT&T or Supplier system is down for more than [*].  Supplier shall provide to AT&T an escalation plan with mitigating action in the event of systems disruption to be approved by AT&T before the first CSRs are in Production under this Order.

 

14.5       Supplier will continue to provide the Services under this Order if AT&T relocates its operations to an interim or substitute facility or otherwise implements any of its internal disaster recovery plans.

 

14.6       Failure to comply materially with this Section constitutes a material breach of this Order.

 

15.      TECHNOLOGY REQUIREMENTS

 

15.1       As of the Effective Date of this Order, Supplier shall provide the necessary voice and data infrastructure and PCs based on current requirements (or thin client applications in lieu of PCs) at Supplier’s Site(s) from the point of demarcation within Supplier’s data center(s) for voice and data communications in accordance with Exhibit G (Technology Requirements) at Supplier’s sole expense.  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.  Supplier’s PCs will reside on the Supplier network and access AT&T’s systems via web, Citrix, or other thin client connectivity.

 

16.      MISCELLANEOUS OPERATIONAL REQUIREMENTS

 

16.1       Use of AT&T Telecommunication Services

 

Supplier shall conduct all Services for AT&T utilizing AT&T’s voice and data lines. These services must be acquired through the appropriate AT&T Account Team and not through a reseller of AT&T’s services.  Supplier shall provide sufficient documented support to satisfy these requirements, and will be subject to audits.

 

16.2       Span of Control

 

Supplier shall adhere to a CSR to Supervisor ratio of [*].

 

16.3       Support Positions

 

Supplier shall provide the following support positions:

 

·      Catalyst Adjustment Auditor (ratio of [*]).  Audits credits submitted by CSRs, performs exception audits follow-up required for feedback/coaching, and manages system access activities (including but not limited to CinglePoint, MyLogins, Clarify, MyCSP, domain log on, global log on, SOA level amendments for management, AT&T e-mail account creation/maintenance, XM IDs, WebPhone, Post Call Survey).

 

10

 

·      ICU Urgent Case Worker ([*] FTE at each Site). Manages the urgent case process within the Site. Duties include tracking, trending, researching and identifying/removing obstacles.

 

·      Sales Coach ([*] FTE at each Site). Interacts with all departments to communicate sales goals.  Duties include motivating employees, troubleshooting performance issues, providing effective coaching, creating job aids and reporting performance and incentive results.

 

·      Clerical Specialist ([*] FTE at each Site).  Various clerical activities including but not limited to IMC communications, log-in coordination, and adhoc reporting.

 

16.4       Call Recording/Screen Capture/Storage:

 

Supplier shall provide AT&T and any designated quality assurance contractors who have executed non-disclosure agreements with access to Supplier’s  digital call recording system, including access to [*] percent ([*]%) of inbound calls and at least [*] percent ([*]%) of screen captures (gray scale is acceptable).  Immediate access to such recordings will be provided for [*] days for all Calls and [*] days for QA Calls.  In addition, Supplier shall provide AT&T with a copy of specific call recordings within [*] after AT&T request.

 

17.      PERFORMANCE IMPROVEMENT PLAN

 

17.1       If Supplier or any Supplier Site is not meeting all requirements contained in this Order, Supplier shall provide AT&T with a plan that Supplier shall use to improve its performance such that all requirements contained in this Order are met (“Performance Improvement Plan” or “PIP”).  The PIP will include timelines, action steps that Supplier is taking, tracking of status, results achieved, and such other information as the AT&T Vendor Manager may request.

 

18.      DISPUTE RESOLUTION

 

18.1       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 Order promptly by negotiation between the managers set forth below.  Within [*] days after delivery of such notice, representatives of both Parties will meet at a time and place designated by AT&T, 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 [*] days
    	
 
    	
SENIOR   MANAGER-CENTERS PLANNING & PERFORMANCE MGMT
    	
 
    	
Regional   VP
    
	
Within [*] days
    	
 
    	
AVP-CENTERS   PLANNING & PERFORMANCE MGMT
    	
 
    	
Regional   VP
    
	
Within [*] days
    	
 
    	
SVP-MOBILITY   CUSTOMER SERVICE CENTERS
    	
 
    	
Senior   VP or Executive VP of Operations
    

 

18.2       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 Order.

 

11

 

19.    TRANSMISSION OF ORIGINAL SIGNATURES AND EXECUTING MULTIPLE COUNTERPARTS

 

Original signatures 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 Order 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.

 

12

 

IN WITNESS WHEREOF,  the Parties have caused this Order to be executed as of the date the last Party signs.

 

	
StarTek, Inc.
    	
 
    	
AT&T Mobility LLC  
    by its authorized agent AT&T   Services, Inc.
    
	
 
    	
 
    	
 
    
	
By:   
    	
/s/   Chad A. Carlson
    	
 
    	
By:
    	
/s/   Tim Harden
    
	
 
    	
 
    	
 
    
	
Printed   Name:
    	
Chad   A. Carlson
    	
 
    	
Printed   Name:
    	
Tim   Harden
    
	
 
    	
 
    	
 
    
	
Title:
    	
Chief   Executive Officer
    	
 
    	
Title:
    	
President - Supply Chain & Fleet Oprns
    
	
 
    	
 
    	
 
    	
 
    	
 
    
	
Date:
    	
7/26/2011
    	
 
    	
Date:
    	
8/3/2011
    
							

 

 

EXHIBITS

 

13

 

Exhibit A - Definitions

 

“After Call Work Time” or “ACW” — is also referred to as wrap time or post Call work.  The amount of time spent between Calls performing work related to the previous Call(s) which causes CSR to be unavailable to receive another inbound Call.  ACW activities may include, but are not limited to, documentation of files, data entry, and completion of forms and notes.

 

“Automatic Call Distribution” or “ACD” — the communications system that accepts and distributes incoming Calls or alternatively is a telephone facility that manages incoming Calls and handles them based on the number called and an associated database of handling instructions.

 

[*]

 

“Call” or “Inbound Call” means a customer telephone Call which is transferred to supplier from AT&T and arrives at the supplier ACD. All transfers within Supplier’s center required to resolve a customer’s issue is defined to be a part of initial Inbound Call.

 

“Financial Metrics” are Performance Metrics which are associated with Bonuses and Discounts under this Order.  Financial Metrics are also referred to as Primary Key Performance Indicators or Primary KPIs.

 

“Like Sites” means vendor sites supporting same LOB or group of LOBs.

 

“Handle Time” is the [*].

 

“Handled Calls” means Calls that are taken by a CSR.

 

“Hold Time” is the amount of time a customer remains on hold after the Call is answered by a CSR.

 

“New Hire Training” means AT&T’s training curriculum provided to potential CSRs before they begin handling customer Calls.

 

“Offered Calls” means the total number of Calls presented to the ACD system.  It does not include Calls that are terminated before they reach the ACD.

 

“Outbound Call” means a Call initiated by a CSR to a customer, or to any AT&T-designated internal support organization for the purpose of resolving an issue raised by a customer on a Call.

 

“Outbound Handle Time” means [*].

 

“Performance Metrics” are the factors that will be used to determine how well Supplier is performing the Services described in this Order.  Performance Metrics include both Financial Metrics and Tracking Metrics.

 

“Production” is defined as the mode when CSRs, after successfully completing the New Hire Training, are handling live Calls from AT&T customers.

 

“Talk Time” means the amount of time that a CSR is actively speaking with a customer, [*].

 

“Tracking Metrics” are Performance Metrics that are not the basis of any  Bonuses or Discounts under this Order.  Tracking Metrics are also referred to as “Internal Performance Indicators” or “IPIs.

 

“Transition” is defined as the mode when a CSR, after successfully completing the New Hire Training, is continuing to sharpen their skill by receiving additional training and coaching, and handling live Customer Calls”.

 

14

 

“Workforce” - includes any Supplier employee below director level who has contact with AT&T customers.

 

15

 

Exhibit B - Pricing

 

Billable Minute Rate:

 

AT&T shall be billed the monthly [*] as accounted for in Supplier’s ACD report, multiplied by the applicable [*] Rate from the table below. The applicable [*] Rate shall be based on the [*].  In the future, additional Orders may be incorporated into the calculation of the pricing tiers, upon mutual consent of the Parties.

 

EXAMPLE:  If Supplier had [*] Sites with [*] LOBs under the Order and Minutes across all LOBS in [*] for all Sites (onshore/offshore/nearshore) results in [*].  [*] percent [*] of such [*] would be billed at [*].

 

	
Site
    	
 
    	
LOB
    	
 
    	
Volume for Month
    
	
Site   #1 Onshore
    	
 
    	
Postpaid   CSE 
    	
 
    	
[*]  
    
	
 
    	
 
    	
Prepaid   CSE 
    	
 
    	
[*] 
    
	
 
    	
 
    	
Combined   Bill
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
 
    
	
Site   #2 Offshore
    	
 
    	
Postpaid   CSE 
    	
 
    	
[*]  
    
	
 
    	
 
    	
Save
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
 
    
	
Site   #3 Nearshore
    	
 
    	
Postpaid   CSE 
    	
 
    	
[*]  
    
	
 
    	
 
    	
Postpaid   Tech
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
[*]   TOTAL MINUTES
    

 

16

 

[*]  

 

17

 

Exhibit C - Line of Business (LOB) & Sub-Channel

 

	
 
    	
 
    	
Line of Business
   (LOB)
    	
 
    	
Abbreviated 
   LOB Label
    	
 
    	
Sub-Channel
    	
 
    	
Description
    
	
1
    	
 
    	
After   Hours
    	
 
    	
After   Hours
    	
 
    	
OUT   OF FOOTPRINT and IN FOOTPRINT
    	
 
    	
Inbound   Calls from consumer subscribers received after normal hours of operation for   Customer Service. 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. Clerical/User ID Services include Activities directly   related to data entry, updating, typing, filing, creation of job aids,   updating CSR communication web sites, maintenance of AT&T user IDs and   such other activities as are approved by AT&T in writing.
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
2
    	
 
    	
Combined   Bill (CB)
    	
 
    	
Combined   Bill
    	
 
    	
IN   FOOTPRINT
    	
 
    	
Inbound   calls from Combined Billing consumer 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.
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
3
    	
 
    	
Consumer   Data Services / Laptop
    	
 
    	
CDS   / Laptop
    	
 
    	
NATL   SUPPT-TECH/PORT
    	
 
    	
Primary   point of contact for issues relating to call and data processing, roaming   wireless network, prepaid network, provisioning, GSM and data technology as   well as troubleshooting RIM Blackberry, laptop connect and data services   issues. Non-voice work to support technical services includes internet chat   support, support session based calls
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
4
    	
 
    	
Customer   Relations Team (Save)
    	
 
    	
Save
    	
 
    	
NATIONAL   SUPPORT
    	
 
    	
Inbound   calls from subscribers who have expressed a desire to cancel or terminate   services. Duties include fielding/probing/overcoming objections for   subscribers’ cancellation and suspend requests with the main function to   reduce churn. All Save opportunities are logged in the Clarify Save Tracker.   Clerical services include analysis of retention data, creation of job aids,   quality monitoring, sales, coaching, tracking and trending of customer   comments and requests.
    

 

18

 

	
5
    	
 
    	
Language
    	
 
    	
Language
    	
 
    	
LANGUAGE/DISABILITY
    	
 
    	
Inbound   Calls from post paid consumer subscribers that require support in Spanish.   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. Clerical/User ID   Services include Activities directly related to data entry, updating, typing,   filing, creation of job aids, updating CSR communication web sites,   maintenance of AT&T user IDs and such other activities as are approved by   AT&T in writing.
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
6
    	
 
    	
Postpaid   Customer Service Experience (CSE)
    	
 
    	
Postpaid   CSE
    	
 
    	
OUT   OF FOOTPRINT and IN FOOTPRINT
    	
 
    	
Inbound   Calls from post paid consumer 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. Clerical/User ID Services include Activities directly   related to data entry, updating, typing, filing, creation of job aids,   updating CSR communication web sites, maintenance of AT&T user IDs and   such other activities as are approved by AT&T in writing.
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
7
    	
 
    	
Postpaid   Technical Support
    	
 
    	
Postpaid   Tech
    	
 
    	
NATL   SUPPT-TECH/PORT
    	
 
    	
Primary   point of contact for issues relating to call and data processing, roaming   wireless network, prepaid network, provisioning and TDMA, GSM and data   technology. Offline work to support technical services can include filing   cases and escalating resolution, and a filter team may exist to review case   quality before routing to Tier III network groups.
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
8
    	
 
    	
Prepaid   Customer Service Experience (CSE)
    	
 
    	
Prepaid   CSE
    	
 
    	
NATIONAL   SUPPORT
    	
 
    	
Inbound   calls from prepaid subscribers. Duties include the following account   maintenance activities: billing statement questions, adjustments, processing   payments, setting up recurring credit card payments, 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, migration of customers   between billing application, completion of downtime form and offline   services, escalated services/resolution. Clerical/User ID services include   activities directly related to data entry, updating, typing, filing, creation   of job aids, updating CSR communication web sites, maintenance of AT&T   user IDs and such other activities as are approved by AT&T in writing.
    

 

19

 

	
9
    	
 
    	
Relocations
    	
 
    	
Relocations
    	
 
    	
BACK   OFFICE
    	
 
    	
Inbound   calls from post paid subscribers that allows AT&T customers to move from   one wireless service area to another without being charged an activation or   termination penalty. Duties include setting customer expectations and account   impacts as a result of completing a relocation; following account maintenance   activities including: cross market relocations, creating new accounts and   assigning new mobile numbers, changes to features/services, changes of   billing information, customer issues relative to price plans, adding /   deleting promotions and features, contract inquiries and termination dates,   rate plan changes, account updates, discussing rate plan/equipment options,   pre validating eligibility for relocation, promotion / plan clarification,   programming phones, equipment and features instructions, voice mail resets,   respond to coverage concerns, equipment (wireless cell phones and PDAs)   changes, completion of downtime form and offline services, completing   inbound/outbound test calls, escalated services/resolution.
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
10
    	
 
    	
SmartPhone
    	
 
    	
SmartPhone
    	
 
    	
OUT   OF FOOTPRINT and IN FOOTPRINT
    	
 
    	
Inbound   Calls from post paid consumer subscribers using a Smartphone device (e.g.   iPhone, Blackberry, etc.). 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. Clerical/User ID Services include Activities directly   related to data entry, updating, typing, filing, creation of job aids,   updating CSR communication web sites, maintenance of AT&T user IDs and   such other activities as are approved by AT&T in writing.
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
11
    	
 
    	
Transfer   of Billing Responsibility (ToBR)
    	
 
    	
ToBR
    	
 
    	
BACK   OFFICE
    	
 
    	
Inbound   calls from post paid subscribers to change ownership and financial   responsibility for a line/s of service from one account holder to another.   Duties include verification of authorization, determine eligibility and   process credit check; set expectations for deposits, contract end dates, roll   over minutes, advise of process fee/s and send collateral. Maintenance   activities: Process upgrades on the receiving account if eligible; provision   new rate plans, features, services and promotions. Handle inquiries for   billing, customer cancellations, troubleshooting and escalated   services/resolution/appeals.
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
12
    	
 
    	
Warranty   Service Centers (WSC)
    	
 
    	
WSC
    	
 
    	
NATL   SUPPT-TECH/PORT
    	
 
    	
Inbound   calls from Consumer and Business customers with handset and data device (e.g.   BlackBerry) issues. Duties include: troubleshooting to determine root cause,   processing exchanges for devices that are within warranty (no evidence of   liquid/physical damage), and processing “out of warranty” exceptions CSRs   also field issues with current exchanges and process additional exchanges   when the replacement device is found to be defective. An offline fulfillment   team will perform various back end process work associated with telephone   exchanges.
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
13
    	
 
    	
Wireless   Local Number Portability (WLNP)
    	
 
    	
WLNP
    	
 
    	
NATL   SUPPT-TECH/PORT
    	
 
    	
Inbound   Calls from consumer and business subscribers. Duties include assisting with   porting in or out phone numbers to or from another carrier.
    

 

20

 

	
14
    	
 
    	
Wireless   Retail Support (WRS)
    	
 
    	
WRS
    	
 
    	
OUT   OF FOOTPRINT and IN FOOTPRINT
    	
 
    	
Inbound   calls from retail store employees for customer support. Duties include:   assisting COR employee with rerates, credits for subscriptions not accessible   by the store, bill explanations, payment arrangements, transferring to   business care, prepaid, retention, tech when appropriate. Tracking credits   via sharepoint tracker to monitor the credits requested from markets. Calls   are handled as business as usual using the billing system and Clarify for   calling needs and notes.
    

 

21

 

Exhibit D - Hours of Operations and Training/Transition Duration

 

Hours of Operation may be amended from time to time as set forth in Exhibit H (Change Control Process).   AT&T reserves the right to modify (decrease or increase) Services Hours of Operation upon [*] calendar days written notice to Supplier.

 

	
 
    	
 
    	
Supplier
    	
 
    	
Hours of Operation (Eastern Time)
    	
 
    	
New Hire
   Training 
   Duration 
   (Calendar 
    	
 
    	
New Hire
   (1) Transition
   Duration 
   (Calendar 
    	
 
    
	
Line of Business (LOB)
    	
 
    	
Site(s)
    	
 
    	
Monday - Friday
    	
 
    	
Saturday
    	
 
    	
Sunday
    	
 
    	
Days) (2)
    	
 
    	
Days)(2)
    	
 
    
	
After   Hours
    	
 
    	
 
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    
	
Combined   Bill (CB) 
    	
 
    	
Jonesboro,   Arkansas
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    
	
Consumer   Data Services / Laptop
    	
 
    	
 
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    
	
Customer   Relations Team (Save)
    	
 
    	
Decatur, Illinois
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    
	
Language
    	
 
    	
 
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    
	
Postpaid   Customer Service Experience (CSE)
    	
 
    	
Jonesboro,   Arkansas
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
Quezon,   Philippines
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    
	
Postpaid   Technical Support
    	
 
    	
(4) Kingston,   Ontario
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
Decatur, Illinois
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    
	
Prepaid   Customer Service Experience (CSE)
    	
 
    	
 
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    
	
Relocations
    	
 
    	
 
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    
	
SmartPhone
    	
 
    	
 
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    
	
Transfer   of Billing Responsibility (ToBR)
    	
 
    	
 
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    

 

22

 

	
Warranty   Service Centers (WSC)
    	
 
    	
 
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    
	
Wireless   Local Number Portability (WLNP)
    	
 
    	
 
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    
	
Wireless   Retail Support (WRSC)
    	
 
    	
Decatur
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    

 

(1)  During Transition, a CSR will spend approximately [*] percent (%)[*] of the time handling live Customer Calls.

 

(2)  Training and Transition days are [*] hours in duration (exclusive of breaks).

 

(3)  Training days are not consecutive.  First [*] day period separated by [*] days of Call taking (Production), then second [*] day period [*] day period for the Combined Bill LOB).

 

(4)   Kingston, Ontario will perform services until [*].

 

23

 

Exhibit E - Reporting Requirements

 

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 CSR, ACW, and downtime.  Delivered to AT&T [*].

 

Agent (PAR) Report:  CSR or Personal Accountability Reports provide queue performance statistics broken down by CSR.  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 spend doing post-Call work, the time spent logged into the system, short c alls, transfer rates, availability etc.  Delivered to AT&T [*].

 

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 preventive measures.  Delivered to AT&T when system outages occur.

 

Combined Full Time Equivalent (FTE):  Report provides headcount and training data, as well as weekly attrition.  Delivered to AT&T [*].

 

Attrition Training:  Report provides ongoing attrition training data, with class details (class size, dates, etc.).  Delivered to AT&T [*].

 

Call Comparison:  Compares forecasted to actual call volume and answer performance. Delivered to AT&T [*].

 

Schedule Open Report:  Provides the number of CSRs (by interval) that are scheduled to be available and taking calls (aka “open”) for such interval.  Delivered to AT&T [*].

 

Interval:  Report provides [*] hour interval Call volume data.  Delivered to AT&T [*].

 

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’s 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.

 

24

 

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

 

Quarterly Review:  Supplier will conduct quarterly reviews in person at AT&T headquarters to cover highlights, overall account activity, budget analysis, review key reports and metrics at a management level, the incentive programs that were run and their results, and to ensure that stated agreed upon objectives are being met (return on investment or “ROI”).  If objectives are not being met, Supplier shall establish an action plan to be implemented within [*] days to achieve measurable results within [*] days.

 

Weekly Operations Review:  Weekly presentation of performance results, trends, actual to plan comparison, etc. prepared for vendor management team.

 

Performance Metrics Detail:  Detailed performance results as described in Exhibit F, Section 1.

 

25

 

Exhibit F - Performance Metrics

 

1 — Performance Metric Descriptions and Calculation

 

	
 
    	
 
    	
Performance 
   Metric
    	
 
    	
Description
    	
 
    	
Calculation
    	
 
    	
Level of detail 
   required
    	
 
    	
Type 
    (Financial 
   or 
   Tracking)
    
	
1
    	
 
    	
7   Day Repeats
    	
 
    	
The   percentage of calls handled by the CSR where the customer called back and was   handled again by another CSR within the same seven calendar day timeframe.
    	
 
    	
[*]
    	
 
    	
By   Site, LOB and call type —

 
    	
 
    	
Financial
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
2
    	
 
    	
Accessibility
    	
 
    	
Calls   Handled as percent of Calls Offerred
    	
 
    	
[*]
    	
 
    	
By   Site and LOB
    	
 
    	
Tracking
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
3
    	
 
    	
Adjustments   Per Call (APC)
    	
 
    	
The   total dollar amount of credits applied to Prepaid accounts divided by total   calls answered.
    	
 
    	
[*]
    	
 
    	
By   Site, LOB and call type
    	
 
    	
Tracking
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
4
    	
 
    	
Audited   Net Save Rate (ANSR)
    	
 
    	
The   percent of saves after shrinkage.

 

“Audited Net Save Rate (ANSR)” means the   Audited Gross Save Rate (AGSR) with the removal of [*]   day Shrinkers. 

 

“Audited Gross Saves Rate (ASGR)” means   Gross Save Rate audited for unreported or mis-reported save opportunities and   saves. [*] The purpose of AGSR is converting   save opportunities into saves and to ensure that billing system disconnects   are properly recorded in the overall results. 

Example:  

[*]  

 

“Shrinkers” means saved customers who   disconnect within [*] calendar   days of being saved.
    	
 
    	
[*]
    	
 
    	
By   Site and LOB by call type
    	
 
    	
Financial
    

 

26

 

	
 
    	
 
    	
 
    	
 
    	
“Shrinkage Percent” means Shrinkers   divided by AGSR.
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
5
    	
 
    	
Availability
    	
 
    	
The   time spent talking to customers or waiting to talk to customers. (If CSR is   “not ready”, “hold” or on their back line, they are not available to the   customer).
    	
 
    	
[*]
    	
 
    	
By   Site by LOB by Call Type
    	
 
    	
Tracking
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
6
    	
 
    	
Average   Handle Time (AHT)
    	
 
    	
With   respect to a Site and line of business, as applicable, the sum of the   relevant time periods of (i) inbound Talk Time; (ii) inbound Hold   Time: and (iii) inbound After Call Work Time, divided by the total   number of calls handled.
    	
 
    	
[*]
    	
 
    	
By   Site, LOB and call type
    	
 
    	
Financial
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
6a
    	
 
    	
Inbound   hold time
    	
 
    	
Component   detail of AHT
    	
 
    	
[*]
    	
 
    	
By   Site, LOB and call type
    	
 
    	
Tracking
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
6b
    	
 
    	
Inbound   talk time
    	
 
    	
Component   detail of AHT
    	
 
    	
[*]
    	
 
    	
By   Site, LOB and call type
    	
 
    	
Tracking
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
6c
    	
 
    	
Inbound   after call work time
    	
 
    	
Component   detail of AHT
    	
 
    	
[*]
    	
 
    	
By   Site, LOB and call
    	
 
    	
Tracking
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
7
    	
 
    	
Cannot   Duplicate (CND)
    	
 
    	
Percent   of Devices returned by customers to AT&T for warranty exchange that were   tested and the error could not be duplicated.
    	
 
    	
[*]
    	
 
    	
 
    	
 
    	
Financial
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
8
    	
 
    	
First   Call Resolution (POSE)
    	
 
    	
Determined   by the POSE survey as the percentage of “Yes, it was resolved on the first   contact (1)” answers to the question:  “Was your most recent question or   problem resolved by the agent?”
    	
 
    	
[*]
    	
 
    	
By   Site, LOB and call type
    	
 
    	
Tracking
    

 

27

 

	
9
    	
 
    	
First   Call Resolution (WAVE)
    	
 
    	
The   percentage of “yes” answers to the question: “Was the problem or concern   completely resolved”.

AND

an   answer of “1” to the question: “In total, how many calls have you made to the   customer service center regarding this specific issue?”
    	
 
    	
[*]
    	
 
    	
By   Site, LOB and call type
    	
 
    	
Tracking
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
10
    	
 
    	
Interval   Service Level Adherence
    	
 
    	
Adherence   to the interval level accessibility goal
    	
 
    	
[*]
    	
 
    	
By   Site, LOB and call type
    	
 
    	
Financial
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
11
    	
 
    	
Monthly   forecast adherence
    	
 
    	
Adherence   to the monthly forecast of inbound handle minutes by site

 
    	
 
    	
[*]
    	
 
    	
By   Site, LOB and vendor
    	
 
    	
Financial
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
12
    	
 
    	
Issue   Resolved (POSE)
    	
 
    	
Determined   by the POSE survey as the percentage of “yes” answers to the question: “Was   your most recent question or problem resolved by the agent?”
    	
 
    	
[*]
    	
 
    	
By   Site, LOB and vendor
    	
 
    	
Financial
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
13
    	
 
    	
Occupancy
    	
 
    	
Percent   of total login time in a state other than “idle” or waiting for a call.
    	
 
    	
[*]
    	
 
    	
By   Site, LOB and call type
    	
 
    	
Tracking
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
14
    	
 
    	
Overall   SAT (WAVE)
    	
 
    	
On   a scale of [*], answer to the question:   “Based on your recent call, how would you rate your overall satisfaction with   your call?”
    	
 
    	
[*]
    	
 
    	
By   Site, LOB and call type
    	
 
    	
Financial
    

 

28

 

	
15
    	
 
    	
Post   Call Survey (PCS)
    	
 
    	
Eight   question IVR survey provided to customers immediately after their call with   customer service. Scores are rated [*] with [*] being the highest.
    	
 
    	
[*]
    	
 
    	
By   Site, LOB and call type
    	
 
    	
Tracking
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
16
    	
 
    	
Quality   Assurance
    	
 
    	
Used   to provide an independent, observed assessment by Site, Line of Business and   Call Types performance relative to specific scoring elements such as the   ability to resolve the customer’s issue, the ability to do it right the first   time, and whether or not the by Site, Line of Business, and Call Type   demonstrated they valued the customer.
    	
 
    	
[*]
    	
 
    	
By   Site, LOB and call type
    	
 
    	
Financial
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
17
    	
 
    	
Sales   Per Call Answered (SPCA)
    	
 
    	
The   number of feature sales (excluding downgrades) that are sold for every call   handled
    	
 
    	
[*]
    	
 
    	
By   Site, LOB and call type
    	
 
    	
Tracking
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
18
    	
 
    	
Service   level
    	
 
    	
The   fraction of handled calls handled that had hold time of [*]   seconds or less
    	
 
    	
[*]
    	
 
    	
By   Site and LOB
    	
 
    	
Tracking
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
19
    	
 
    	
Short   call rate
    	
 
    	
The   fraction of handled calls that last under [*]   seconds
    	
 
    	
[*]
    	
 
    	
By   Site, LOB and call type
    	
 
    	
Tracking
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
20
    	
 
    	
Total   Resolved (WAVE)
    	
 
    	
The   percentage of “yes” answers to the question: “Was the problem or concern   completely resolved?”
    	
 
    	
[*]
    	
 
    	
By   Site, LOB and call type
    	
 
    	
Tracking
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
21
    	
 
    	
Transfer   Rate
    	
 
    	
Customer   call that is transferred or conference as a percent of calls handled.
    	
 
    	
[*]
    	
 
    	
By   Site, LOB and call type
    	
 
    	
Tracking
    

 

2 — Financial Metrics by LOB

 

	
 
    	
 
    	
LOB
    	
 
    	
 
    	
 
    	
Performance Metric
    	
 
    	
Discount Range
    	
 
    	
Bonus Range
    	
 
    	
Discount
    	
 
    	
Bonus
    
	
1
    	
 
    	
Postpaid   CSE, After Hours, Combined Bill,
    	
 
    	
1
    	
 
    	
(1) Overall   CSAT (WAVE)
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
2
    	
 
    	
(2) 7   Day Repeats
    	
 
    	
[*] of Like Sites
    	
 
    	
[*] of Like Sites
    	
 
    	
[*]
    	
 
    	
[*]
    

 

29

 

	
 
    	
 
    	
SmartPhone
    	
 
    	
3
    	
 
    	
(2) Average   Handle Time (AHT)
    	
 
    	
[*] of Like Sites
    	
 
    	
[*] of Like Sites
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
4
    	
 
    	
Interval   Service Level Adherence
    	
 
    	
[*] of intervals
    	
 
    	
[*] of intervals
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
5
    	
 
    	
(3) Monthly   Forecast Adherence
    	
 
    	
>[*]%
    	
 
    	
N/A
    	
 
    	
[*]
    	
 
    	
[*]
    
	

    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
2
    	
 
    	
Language
    	
 
    	
1
    	
 
    	
(1) Overall   CSAT (WAVE)
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
2
    	
 
    	
(2) 7   Day Repeats
    	
 
    	
[*] of Like Sites
    	
 
    	
[*] of Like Sites
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
3
    	
 
    	
(2) Average   Handle Time (AHT)
    	
 
    	
[*] of Like Sites
    	
 
    	
[*] of Like Sites
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
4
    	
 
    	
Interval   Service Level Adherence
    	
 
    	
[*] of intervals
    	
 
    	
[*] of intervals
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
5
    	
 
    	
(3) Monthly   Forecast Adherence
    	
 
    	
>[*]%
    	
 
    	
N/A
    	
 
    	
[*]
    	
 
    	
[*]
    
	

    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
3
    	
 
    	
Prepaid   CSE
    	
 
    	
1
    	
 
    	
(1) Issue   Resolved (POSE)
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
2
    	
 
    	
(2) 7   Day Repeats
    	
 
    	
[*] of Like Sites
    	
 
    	
[*] of Like Sites
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
3
    	
 
    	
(2) Average   Handle Time (AHT)
    	
 
    	
[*] of Like Sites
    	
 
    	
[*] of Like Sites
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
4
    	
 
    	
Interval   Service Level Adherence
    	
 
    	
[*] of intervals
    	
 
    	
[*] of intervals
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
5
    	
 
    	
(3) Monthly   Forecast Adherence
    	
 
    	
>[*]%
    	
 
    	
N/A
    	
 
    	
[*]
    	
 
    	
[*]
    
	

    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
4
    	
 
    	
WSC
    	
 
    	
1
    	
 
    	
(2) 7   day repeats
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
2
    	
 
    	
Cannot   Duplicate (CND)
    	
 
    	
[*] of Like Sites
    	
 
    	
[*] of Like Sites
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
3
    	
 
    	
(2) Average   Handle Time (AHT)
    	
 
    	
[*] of Like Sites
    	
 
    	
[*] of Like Sites
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
4
    	
 
    	
Interval   Service Level Adherence
    	
 
    	
[*] of intervals
    	
 
    	
[*] of intervals
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
5
    	
 
    	
(3) Monthly   Forecast Adherence
    	
 
    	
>[*]%
    	
 
    	
N/A
    	
 
    	
[*]
    	
 
    	
[*]
    
	

    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
5
    	
 
    	
Save
    	
 
    	
1
    	
 
    	
Audited   Net Save Rate (ANSR)
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
2
    	
 
    	
(2) 7   Day Repeats
    	
 
    	
[*] of Like Sites
    	
 
    	
[*] of Like Sites
    	
 
    	
[*]
    	
 
    	
[*]
    

 

30

 

	
 
    	
 
    	
 
    	
 
    	
3
    	
 
    	
(2) Average   Handle Time (AHT)
    	
 
    	
[*] of Like Sites
    	
 
    	
[*] of Like Sites
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
4
    	
 
    	
Interval   Service Level Adherence
    	
 
    	
[*] of intervals
    	
 
    	
[*] of intervals
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
5
    	
 
    	
(3) Monthly   Forecast Adherence
    	
 
    	
>[*]%
    	
 
    	
N/A
    	
 
    	
[*]
    	
 
    	
[*]
    
	

    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
6
    	
 
    	
CDS   / Laptop, Tech
    	
 
    	
1
    	
 
    	
(2) 7   day repeats
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
2
    	
 
    	
(2) Average   Handle Time (AHT)
    	
 
    	
[*] of Like Sites
    	
 
    	
[*] of Like Sites
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
3
    	
 
    	
Quality   Assurance
    	
 
    	
[*] of Like Sites
    	
 
    	
[*] of Like Sites
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
4
    	
 
    	
Interval   service level adherence
    	
 
    	
[*] of intervals
    	
 
    	
[*] of intervals
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
5
    	
 
    	
(3) Monthly   forecast adherence
    	
 
    	
>[*]%
    	
 
    	
N/A
    	
 
    	
[*]
    	
 
    	
[*]
    
	

    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
7
    	
 
    	
Relocations,   TOBR
    	
 
    	
1
    	
 
    	
Quality   Assurance
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
2
    	
 
    	
(2) Average   Handle Time (AHT)
    	
 
    	
[*] of Like Sites
    	
 
    	
[*] of Like Sites
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
3
    	
 
    	
Interval   Service Level Adherence
    	
 
    	
[*] of intervals
    	
 
    	
[*] of intervals
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
4
    	
 
    	
(3) Monthly   Forecast Adherence
    	
 
    	
>[*]%
    	
 
    	
N/A
    	
 
    	
[*]
    	
 
    	
[*]
    
	

    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
8
    	
 
    	
WLNP
    	
 
    	
1
    	
 
    	
(2) 7   Day Repeats
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
2
    	
 
    	
Quality   Assurance
    	
 
    	
[*] of Like Sites
    	
 
    	
[*] of Like Sites
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
3
    	
 
    	
(2) Average   Handle Time (AHT)
    	
 
    	
[*] of intervals
    	
 
    	
[*] of intervals
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
4
    	
 
    	
Interval   Service Level Adherence
    	
 
    	
>[*]%
    	
 
    	
N/A
    	
 
    	
[*]
    	
 
    	
[*]
    
	

    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
9
    	
 
    	
WRS
    	
 
    	
1
    	
 
    	
(2) 7   Day Repeats
    	
 
    	
[*] of Like Sites
    	
 
    	
[*] of Like Sites
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
2
    	
 
    	
Quality   Assurance
    	
 
    	
[*] of Like Sites
    	
 
    	
[*] of Like Sites
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
3
    	
 
    	
(2) Average   Handle Time (AHT)
    	
 
    	
[*] of intervals
    	
 
    	
[*] of intervals
    	
 
    	
[*]
    	
 
    	
[*]
    
	
 
    	
 
    	
 
    	
 
    	
4
    	
 
    	
Interval   Service Level Adherence
    	
 
    	
>[*]%
    	
 
    	
N/A
    	
 
    	
[*]
    	
 
    	
[*]
    

 

31

 

(1)          While results are measured and Discount/Bonus shall be applied [*], a [*] true up will be calculated and any resulting adjustments to Discount/Bonus shall be applied to the next invoice.

 

(2)          [*].

 

(3)          The Monthly Forecast Adherence Discount will only be applied if Supplier performance is in the Discount Range due to Supplier’s unauthorized over staffing.

 

Waiver [*]:  For Sites existing on the Effective Date, Discounts and Bonuses will not be effective for the Interval Service Level Adherence and Monthly Forecast Adherence Financial Metrics until [*] days after the Effective Date.  For example, [*].

 

32

 

Exhibit G - Technology Requirements

 

Voice Network/Telephony

 

Supplier shall provide Local Exchange Carrier (LEC) circuits to support outbound calling, including transferred calls.  The quantity and configuration of the circuits required varies and AT&T, at its sole discretion, may specify configuration changes and/or augmentations.  All Supplier-provided LEC circuits shall be installed in accordance with AT&T standard architecture requirements.

 

In the event any Supplier Site/Facility has greater than [*] equipped positions, Supplier shall provide [*] United States Points of Presence (POPs) including a PBX design to support a primary and failover capacity configuration of enabling all CSRs to register at either location.  Trunking recommendations inserted below are required to be adhered to for support of maximum equipped positions counts.

 

Trunking Requirements

 

 

Supplier shall provide a United States POP for circuit termination.  Supplier shall provide no higher than a [*] to [*] millisecond round trip time with voice over ip transport technology to maintain acceptable call quality to meet the AT&T customer satisfaction measures.

 

Supplier shall provide disaster recovery for and geographic redundancy of its Automatic Call Distributor (ACD) in accordance with AT&T standard architecture requirements.

 

Data Network

 

Supplier is responsible for providing a United States POP for network connectivity to AT&T, with the network design for the connectivity between the two entities to comply with AT&T published requirements.  Supplier shall be responsible for data network from Supplier POP to the AT&T Data Centers

 

Vendor-to-Vendor (non-ATT) traffic is not permitted.  AT&T is not to be used as a transit network.

 

Supplier shall provide network redundancy to mutually agreed upon AT&T perimeter infrastructures designed to provide business to business connectivity if redundant connectivity is necessary.

 

AT&T will support a maximum of [*]  business to business connections (excludes CLEC connections).  Supplier agrees to consolidate multiple connections into [*] connections, [*] primary and [*] backup.

 

Supplier shall use Border Gateway Protocol (BGP) routing protocol to control routing over primary and backup connections.  Both connections shall route identical address space, and only the primary connection shall pass traffic.  In the event the primary connection fails, traffic shall be dynamically routed to the backup connection.  Each of the two connections shall have enough capacity to handle all traffic.

 

Registered address space is required for all connections.  It is Supplier’s responsibility to NAT private address space to registered address space.  A user-to-NAT ratio of [*] is recommended to avoid latency issues. (Example: [*] ).

 

Supplier is required to manage and support latency within Supplier’s network.  Reported latency  determined to be in the Supplier’s network will be the responsibility of Supplier to correct.

 

33

 

Supplier shall notify AT&T in advance of implementing Supplier network changes impacting Supplier connectivity with AT&T networks including but not limited to topology or technology changes and change in the location where Services are performed within the Supplier network.

 

Performance and capacity metrics shall be created and maintained by both AT&T and Supplier for their respective networks.

 

Desktop

 

Supplier shall provide and support desktop hardware and software in compliance with the AT&T Desktop Configuration Checklist which will be provided by AT&T upon Supplier’s request.  From time to time AT&T Vendor Management Team may deliver to Supplier an updated AT&T Desktop Configuration Checklist.  Supplier shall meet the desktop support requirements outlined in the AT&T Desktop Configuration Checklist.  Any expenditure for such request may require a change in price or additional funding from AT&T and will be mutually agreed to by both parties.  AT&T recommends desktop hardware is refreshed every [*] years or as needed to maintain the hardware and software standards to ensure optimum performance of AT&T applications.

 

Supplier shall use Domain Name Service (DNS) forwarding when it uses any applications. Any other means of “Domain Name” resolution (i.e. host files) is considered non standard and AT&T will not support its use.

 

34

 

Exhibit H — Change Control Process

 

1.               AT&T and Supplier may request changes in the scope of the work and Specification to be performed under an Order in accordance with the process as set forth in this Exhibit H.  All changes shall be mutually agreed upon and authorized in writing by Supplier and by an AT&T Director through a Change Acknowledgement (CA).

 

2.               Supplier shall not make any changes in the scope of the work or Specification to be performed under this Order which have not been mutually agreed to by an AT&T Director and Supplier and authorized in writing by an AT&T Director.

 

3.               If Supplier receives instructions, directions or requests to make any change or changes that will result in a change in the scope of the work or Specification to be performed under this Order from anyone other than an AT&T Director, Supplier shall promptly notify the AT&T Director and provide a description of the proposed change(s) and the increased cost, if any, that will result from such change(s).  Supplier shall not proceed to implement any such change without the written mutual agreement of Supplier and an AT&T Director.

 

4.               If Supplier receives instructions, directions, or requests from an AT&T Director to make any change or changes that will result in a change in the scope of the work to be performed under this Order, Supplier shall, promptly provide the AT&T Director a description of the impact of the proposed change(s) and the increased cost, if any, that will result from such change(s).  Supplier shall not proceed to implement any such change without the mutual written agreement of the AT&T Director and Supplier.

 

5.               Notwithstanding any other provision herein, Supplier shall not be obligated to make any change to this Order that would cause Supplier to violate any applicable law, rule or regulation; would cause Supplier to violate any third party contractual obligation of Supplier; or for which the timing and price related to such change cannot be agreed upon by the Parties.

 

35

 

APPENDIX 1 TO EXHIBIT H - Change Acknowledgment (Example)

 

	
Supplier:
    	
 
    	
 
    	
 
    	
Initial Date:
    	
 
    	
 
    	
 
    
	
AT&T Contact:
    	
 
    	
 
    	
 
    	
PCA Number:
    	
 
    	
 
    	
 
    
	
AT&T Ref Number:
    	
 
    	
 
    	
 
    	
SOW/Work Order/Order Number:
    	
 
    	
 
    	
 
    
	
Supplier Ref Number:
    	
 
    	
 
    	
 
    	
Page (1 of 1):
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Specifics (Attach detailed   specifications sheet if applicable)
    	
 
    	
 
    	
 
    

 

	
Description (including estimated dollar range   and item numbers as needed)
    	
 
    	
Cost   Estimate
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
*Total
    	
 
    	
$
    	
—
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	    

    	
 
    	
 
    	
 
    	
 
    	
 
    
	
*Applicable shipping and state and local taxes are   not included. Shipping and taxes will be billed at actual.
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
Estimated Total
    	
 
    	
$
    	
—
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
Actual Total
    	
 
    	
 
    	
 
    

 

	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
AT&T Contact Name,   Title
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    	
 
    
	
Authorized AT&T   Signature**
    	
 
    	
Date
    	
 
    	
 
    	
 
    	
 
    	
 
    
									

 

36

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