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AMENDMENT NO. 001
to
the
AT&T Wireless Services Provider Master Services Agreement
This Amendment ▇▇. ▇▇▇ ("▇▇▇▇▇▇▇▇▇. ▇▇. ▇▇▇"), dated as of April 1, 2004 between
Startek USA, Inc., a Delaware corporation ("Startek"), and AT&T Wireless
Services, Inc., a Delaware corporation ("AWS"), amends that certain AT&T
Wireless Services Provider Master Services Agreement dated October 1, 2002 (the
"MSA"). Except as otherwise indicated, all terms defined in the MSA shall have
the same meanings when used in this Amendment No. 001.
RECITALS
WHEREAS, AWS and Startek have entered into that certain MSA and
WHEREAS, AWS and Startek desire to amend the MSA to: i) extend the term
associated with receiving call center services, ii) revise numerous areas within
existing statement of work, and iii) modify the existing pricing structure
associated with the services.
NOW, therefore, in consideration of the foregoing recitals, the mutual promises
and covenants contained herein, the parties hereby agree as follows:
1. The "ORDER: STARTEK 1A" dated January 28 2003 between the parties under
the MSA is hereby deleted and replaced with "STATEMENT OF WORK BETWEEN
AT&T WIRELESS SERVICES INC AND STARTEK" (dated April 1 2004) attached
hereto:
2. The amendments made to the MSA by this Amendment No. 001 shall be
effective as of April 1, 2004. Except as amended by Amendment No. 001, and
as specifically stated in this Amendment No. 001, the MSA is not modified,
revoked or superseded and remains in full force and effect.
AT&T WIRELESS SERVICES, INC STARTEK USA, INC.
By: /s/ ▇▇▇▇▇ ▇. ▇▇▇▇▇▇, ▇▇. By: /s/ ▇▇▇▇▇▇ ▇. ▇▇▇▇▇▇▇▇, ▇▇.
------------------------------ -------------------------------
Printed Name: ▇▇▇▇▇ ▇. ▇▇▇▇▇▇, ▇▇. Printed Name: ▇▇▇▇▇▇ ▇. ▇▇▇▇▇▇▇▇, ▇▇.
Title: Director Title: EVP, Chief Financial Officer
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STATEMENT OF WORK
BETWEEN
AT&T WIRELESS SERVICES INC
AND
STARTEK
Provider ("Startek"): StarTek USA, Inc.
▇▇▇ ▇▇▇▇▇▇▇▇ ▇▇
▇▇▇▇▇ ▇▇▇
▇▇▇▇▇▇, ▇▇ ▇▇▇▇▇
This Statement of Work ("SOW") authorizes the provision of services as described
below to AT&T Wireless Services Inc ("AWS"), by Startek.
I. INCORPORATION. The AT&T Wireless Services Provider Master Service
Agreement dated March 21, 2002 "StarTek 1" ("MSA") is incorporated into this SOW
and its terms and conditions are applicable to the work authorized by this SOW.
To the extent there are conflicts between the terms of the MSA and this SOW, the
terms of this SOW will control.
II. STATEMENT OF WORK. This SOW authorizes Startek to provide the work
described below and in Attachment A, entitled "The Services".
III. KEY PERFORMANCE INDICATORS. AWS will measure Startek's performance under
this SOW and Startek will meet and/or exceed all performance objectives
according to the standards listed herein.
IV. TERM. This SOW commences on April 1 2004 "Effective Date" and unless
earlier terminated in accordance with the provisions of the MSA or this SOW,
will continue thereafter through December 31 2006.
V. COMPENSATION. AWS agrees to pay undisputed invoices submitted by Startek
within [****] from AWS' receipt of the invoice. Such payment shall take the form
of a direct [****]. Compensation due under this SOW is outlined in Attachment C.
VI. CONTACTS. AWS' Technical Representative is located at the following
address:
AT&T Wireless Services Inc
▇▇ ▇. ▇▇▇▇▇▇▇ ▇▇▇
▇▇▇▇▇▇▇, ▇▇ ▇▇▇▇▇
Company's Contract Representative is located at the following address:
AT&T Wireless Services Inc
Attn: Supply Management
▇▇▇▇ ▇▇▇▇▇ ▇▇▇ ▇▇
▇▇▇▇▇▇▇, ▇▇ ▇▇▇▇▇
Startek's Contract Representative is located at the following address:
StarTek USA Inc.
▇▇▇ ▇▇▇▇▇▇▇▇ ▇▇▇▇▇▇, ▇▇▇▇▇ ▇▇▇
▇▇▇▇▇▇, ▇▇ ▇▇▇▇▇
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VIII. INVOICES. Accurate [****] invoices and [****] are to be sent to AWS'
Technical Representative and Contract Representative or other designated
individuals [****].
STARTEK USA, INC. AT&T WIRELESS SERVICES INC
Signature: /s/ ▇▇▇▇▇▇ ▇. ▇▇▇▇▇▇▇▇, ▇▇. Signature: /s/ ▇▇▇▇▇ ▇. ▇▇▇▇▇▇, ▇▇.
---------------------------- ------------------------
Printed Name: ▇▇▇▇▇▇ ▇. ▇▇▇▇▇▇▇▇, ▇▇. Printed Name: ▇▇▇▇▇ ▇. ▇▇▇▇▇▇, ▇▇.
Title: EVP/Chief Financial Officer Name & Title: Director
Date: 4/8/04 Date: 4/5/04
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ATTACHMENT A
STATEMENT OF WORK
A. WORK DESCRIPTION.
Startek shall provide Customer Care Employees ("CCEs") to receive inbound
customer care calls [****] days a week, [****] hours per day, [****] days
per year, subject to applicable laws. Startek shall assist AWS customers
relative to the following issues in accordance with the terms and
conditions of this SOW (the "Program"). Any changes in the nature or type,
market or mix of call from those listed in this Section A shall be subject
to the Change Management section of the MSA.
I. ACCOUNT MAINTENANCE:
a. billing questions
b. subscriber issues relative to price plans
c. customer cancellation inquiries
d. attempting to save customers
e. adding / deleting promotions & features
f. contract inquiries and termination dates
g. rate plan changes
h. account updates
i. lost / stolen phone resolutions
j. cancel requests
k. promotion / plan clarification
l. programming phones
m. equipment and features instructions
n. Over the Air Activations ("OAA")
o. voice mail resets
p. respond to coverage concerns
q. Electronic Serial Number ("ESN") changes
II. CUSTOMER UPGRADE PROGRAM ("CUP"):
a. Up-selling of Program offers or equipment.
III. RESOLUTION DESK:
a. Customer escalations complaint resolution and/or escalation
IV. MINOR TECHNICAL ASSISTANCE:
a. Troubleshooting wireless telephones
B. HOURS OF OPERATION.
Unless otherwise specified by AWS, the hours of operation will be [****]
Central Standard Time (CST) [****] through [****] for postpaid care.
Subject to applicable laws, AWS and Startek mutually recognize the
following holidays for all Startek locations:
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HOLIDAYS:
[****]
Should AWS request Startek to provide services for the Program on any of
the holidays listed, AWS shall compensate Startek at the Holiday Rate as
listed in Attachment C.
C. TRAINING. Training costs shall be billed as listed under Attachment C upon
[****].
1. Initial.
Training for the Program shall be in accordance with AWS' new hire
training curriculum that was designed by AWS and given to Startek. All
training performed will be supported through a dedicated training
environment with the appropriate curriculum supplied by AWS to Startek.
AWS may, thirty (30) days prior to the new hire training class beginning,
change the AWS new hire contractor curriculum and the hours required for
delivery. If any AWS imposed change to the new hire curriculum results in
an increase to Startek's cost structure or substantially delays the
training schedule, Startek will notify AWS via the Change Management
Process contained in the MSA. All supervisors/ managers supporting the
project(s) will attend and satisfactorily complete new hire training.
Startek shall certify that all CCEs have received initial and promotion
specific training which qualifies that CCE to satisfactorily represent AWS
and it's positions relative to the program content prior to commencement
of work. At AWS' discretion, Startek shall ensure that all CCEs have
received AWS product and services training. Startek shall ensure that CCEs
speak languages(s) required by AWS for specific programs fluently, easily
and with proper grammar and pronunciation. Bi-lingual capability shall
include proficiency in English and Spanish and the ability to read and
write English script and translate into Spanish during customer contact.
Any additional language requirements will be handled through Change
Management.
Initial trainer certification charges for Startek's baseline training
staff shall be [****]. As it pertains to new sites, training certification
charges for additional trainers during the ramp up of the new call centers
shall be [****].
2. Development
Any promotional training, or changes/ modifications to the Program that
exceeds [****] per Full Time Equivalent ("FTE")/month shall be [****] and
addressed through the Change Management section of the MSA. All
promotional training, if delivered by Startek shall include and strictly
adhere to the content, submitted by AWS. Should Startek's CCEs require
continuation "refresher" training due to poor performance related to
specific job performance, [****]and such training time [****] per FTE /
month. New CCE's are defined as CCE's required in excess of the previous
month's CCE requirement, based upon the Final Forecast. [****] any CCE
who, [****], does not complete the new hire training course, [****].
Startek will provide a resource to support training initiatives including
training development, training process improvement, call flow development
and deployment. This resource shall be pre-approved by AWS as a training
manager. This individual is dedicated full time to AWS work and will
participate on training related initiatives. When new training is required
by AWS, [****] to the appropriate location, [****], to gain an
understanding of the training. Should AWS and Startek agree that multiple
resources require training; [****] for the additional Startek resources
will be [****].
AWS will use reasonable efforts in providing updates to the training
materials at least thirty (30) days before the training is to be delivered
within the center. Startek will assess the materials provided to ensure
that the information is complete and of the nature required to support the
KPI's defined
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within this Order. If the materials are not available thirty (30) days
before planned deployment or do not meet the information requirements of
the CCEs, Startek and AWS will work together to refine the training and
deployment of materials, subject to the Change Management section, to
support the KPI's within this Order.
3. Attrition
Trainer certification and training instructor expenses due to attrition
shall be [****].
4. Reproductions
Any reproductions of training materials due to attrition shall be [****].
Reproduction of training materials due to growth or modification training
shall be [****]. [****] for all costs associated with refresher training.
ESCALATION PROCESS:
Startek shall utilize AWS provided escalation processes.
AWS shall update all on-line job aides which define the escalation
procedures for the Program when any changes are made.
E. VOLUME FORECASTING/STAFFING.
AWS will regularly prepare, with assistance from Startek, the three (3)
following forecasts to support the proper planning of the infrastructure
required to support the Program(s). Each forecast will be prepared by site
by line of business by [****] and will include estimated call volumes,
estimated average handle times, and estimated shrinkage percentages which
would be relevant for Startek in providing the services as contemplated
herein.
1) 12-Month Forecast: a twelve (12) month, rolling call volume forecast
will be provided to Startek ninety (90) days in advance of monthly, on or
before the fifteenth (15th) day of each month. Such forecast will be used
by Startek to assist with asset planning. If the ninety (90)-Day Forecast
indicates a need to increase the Baseline Staffing (defined below) in an
amount that would involve an increase in staffing to support the Program,
then AWS and Startek shall mutually agree in writing on the new staffing
plan. For this 90-Day Forecast, "Baseline Staffing" means the current
staffing level of FTEs as of the 90-Day Forecast. The 90-Day 12-Month
Forecast does not, in any way, represent a commitment by AWS or Startek
with regard to call volumes or staffing needs.
45-Day Forecast: a one (1) month daily call volume forecast provided to
Startek forty-five (45) days in advance of the applicable month that will
be used by Startek to plan recruitment, selection and training of CCEs.
Upon receipt of the 45-Day Forecast, using the Planner and the staffing
model assumptions as detailed below, Startek shall calculate the number of
CCEs/FTEs needed and any increases or decreases to the Baseline staffing
in order to meet the estimated call volume. Said calculation shall
include, but is not limited to, team meetings, training, and fifteen (15)
minutes closed key time per FTE/per day. An FTE is calculated at eight (8)
hours per day. Startek will utilize all available trained CCEs in all
locations that support the Program(s) in the estimated Baseline Staffing.
AWS and Startek will meet in a time frame no greater than five (5)
business days of receipt of the 45-Day Forecast to mutually agree to the
Baseline Staffing, daily staffing and one half-hour interval forecast
staffing. Once the 45 Day Baseline Staffing is agreed to, AWS agrees to
compensate Startek for the Production Minutes to support the Baseline
Staffing for the applicable month. The 45-Day Forecast represents a
minimum commitment by AWS and Startek in regards to call volume and
staffing levels.
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Interval Forecasts: Using the 45-Day Forecast, Startek will create the
half-hour interval forecast. Both parties shall provide a force management
and volumes point person to coordinate the Interval Forecast process.
The Baseline Staffing and resulting Production Minutes to meet the 45-Day
Forecast shall be based on a set of staffing assumptions. AWS and Startek
will mutually agree to the staffing model assumptions. The following
elements will be used in the staffing assumptions:
(1) Average Handle Time ("AHT") - AHT is defined as the average
amount of time it takes an agent to process a call and will be
defined based on the Call Management System ("CMS") data
elements as follows:
[I_ACD_TIME+I_AUX_IN_TIME+I_AUX_OUT_TIME+I_ACDOTHER
+I_ACW_TIME] / ACD_CALLS
100*(sum(hagent.TI_STAFFTIME-hagent.TI_AVAILTIME)/
sum(hagent.TI_STAFFTIME))
The previous six week AHT by site, by line of business may be
used as a reference point to reach agreement on the AHT to be
used in the production minute model.
(2) Hours per day - Eight (8) hours per day per FTE will be used
in the staffing assumptions.
(3) Other requirements - Assumptions and/or components that may
affect staffing shall include AHT assumption, absenteeism,
vacation, adherence/conformance to schedule, occupancy and
modification/upgrade training hours.
AWS agrees that if the 45-Day Forecast Baseline Staffing indicates an
increase or decrease from the previous month 45-Day Forecast, AWS and
Startek shall mutually agree in writing to the revised Baseline Staffing
for all Startek locations providing work for this Order. Should the 45-Day
Forecast indicate a decrease in Baseline Staffing, Startek will provide to
AWS a written estimate of the staffing overage and the costs associated
with the labor reduction. If the need to decrease in staff involves sites
that are not dedicated solely to AWS, AWS will provide within two (2)
business days the following direction to Startek : 1) Startek shall assign
the excess staffing to other AWS programs or , 2) Startek shall be allowed
to assign excess staffing to other non-AWS programs and [****].
Startek will plan with AWS to reduce staffing (as required on the 45-Day
Forecast) through attrition, performance management, vacations, schedule
modifications, etc. to accommodate reductions [****]. In any event, should
the Baseline Staffing decrease be greater than fifty percent (50%),
Startek shall have ninety (90) days from receipt of written notice to
decrease the Baseline Staffing.
Should the 45-Day Baseline Staffing indicate an increase over previous
month 45-Day Forecast, AWS and Startek will agree upon the increase in
Baseline Staffing, and AWS will pay for the agreed upon Production
Minutes. If the increase in Baseline Staffing is greater than [****] over
the current staffing level, Startek will have [****] days to increase
staffing to the required levels. Once the production minute model is
approved, Startek will supply AWS with weekly reports on the amount of
actual production minutes used, to track the minutes. [****] for actual
Production Minutes [****].
ADJUSTMENTS TO 45-DAY BASELINE STAFFING
Once the 45-Day Baseline Staffing has been agreed to, AWS and Startek may
agree in writing to changes to Baseline Staffing. If AWS requests a change
more than two (2) weeks in advance of the calling day, Startek will adjust
CCE schedules to meet AWS' requested adjustment. If this adjustment
represents an
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increase in Production Minutes from the 45-Day Forecast Production Minutes
and Startek has sufficient staff, AWS will work with Startek to determine
how many additional Production Minutes are needed, and will approve a new
Production Minute model. Startek will now be able to exceed the Production
Minutes in the original 45-Day approved model and handle volumes within
the new approved production minute model. AWS will be billed at the end of
the month for actual production minutes used. If the AWS requested
adjustment represents a decrease in Production Minutes, AWS and Startek
will mutually agree to the reduced 45-Day Forecast Production Minutes.
If AWS requests a change less than two (2) weeks in advance of the calling
day, Startek will offer overtime (as requested and approved by AWS ) to
meet AWS' requested adjustment.
ACTUAL VOLUME EXCEEDS FORECAST
Should the actual monthly, daily or 30 minute interval call volumes exceed
the 45-Day Forecast by more than [****], Startek may (at AWS' discretion)
be excused from Service Level KPIs for the corresponding period(s) and may
not be considered in continuous performance default. If the actual volume
exceeds any 45-Day Forecast as described for more than [****], both
parties will meet to increase Baseline Staffing. Startek will present an
adjusted staffing and Production Minute requirement to AWS, and the
parties will mutually agree to the increased staffing within two (2)
business days. AWS will pay for the agreed upon increase for the
production minutes to the 45-Day Forecast Baseline Staffing Production
Minutes.
These forecasts will be referred to collectively as "Call Volume
Forecasts." As part of the support structure, Startek will provide a
senior call management-planning specialist who will, among other things,
assist AWS in the development of Call Volume Forecasts. AWS will utilize
load balancing technology when applicable.
CALL ALLOCATION
AWS shall be solely responsible for allocating calls to Startek. AWS and
Startek will cooperatively manage intra-day schedule adjustments to manage
actual call volumes.
Interval Forecasts
Using the 60-Day Forecast, Startek will create the half-hour interval
forecast. Both parties shall provide a force management and volumes point
person to coordinate the Interval Forecast process.
OVERTIME. When circumstances affect call volumes or AHT and are identified
after the Final (45-day) Forecast has been completed, Startek will use
reasonable best efforts to recruit trained CCEs to work overtime to
support the call handling and maintain the Service Level KPI. These
circumstances include, but are not limited to, network problems,
distribution of invoices, marketing promotions as well as other
circumstances that affect volumes and cause more than a daily [****] in
call volumes. Such recruitment will occur as soon as circumstances are
identified to ensure as complete coverage as possible. Startek shall
obtain prior written approval from AWS for any overtime that may be
required or incurred for the performance of the Program. When written
approval cannot be obtained due to non-business hours or other
circumstances, Startek shall incur the overtime provided that the verbal
approval shall be followed-up by Startek with written approval from AWS
within twenty-four (24) hours.
Overtime can also be utilized to support training initiatives if overtime
is pre-approved for such purposes by AWS. If AWS requires that the updated
training be delivered outside of that time forecasted within the process
defined in Section E above and overtime is required to complete the
training, AWS shall approve the overtime and Startek shall charge
accordingly. In addition, if the Service Level KPI as defined in
Attachment B of this Order is not met due to unforecasted training,
Startek will utilize overtime to complete the training and the parties
shall agree on the cost.
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OTHER VARIANCES TO 45 DAY FORECAST AND/OR PLANNING ASSUMPTIONS
Should any other identified components and or assumptions that make up the
45 day forecast and associated staffing planning tools be inaccurate
resulting in Startek failing to meet KPIs, the following actions will take
place:
- Startek and AWS will mutually agree upon and correct
identified component and/or assumptions, and rerun current and
future staffing planning tools resulting in an agreement upon
a new baseline staffing and associated production minutes;
- Startek may be temporarily excused from Service Level KPIs and
will not be considered in Continuous Performance Default while
staffing and/or planning tools are being adjusted.
Assumptions and/or components that could be identified as being flawed
shall include, but are not limited to the following: AHT assumption,
absenteeism, vacation, adherence/conformance to schedule, occupancy and
modification/upgrade training hours.
Once the 45-Day Baseline Staffing and any subsequent adjustments have been
agreed to in writing, if overtime is required due to Startek being
understaffed, then overtime will be [****].
F. SYSTEMS USE AND DOWNTIME
Should AWS' systems become unavailable to Startek, Startek will follow the
notification instructions contained in AWS' Downtime Policy. AWS will,
within two (2) hours of the outage, direct Startek to perform the services
under section I and/or II of AWS' Downtime Policy.
I. Information given to callers or collected by CCEs will be taken from
and/or input into AWS' systems. In the event that AWS' systems go down,
Startek will capture call information on AWS' downtime forms. Startek
agrees that it shall then input information from these downtime forms into
AWS' system as soon as reasonably possible. Periods of time during the day
in which occupancy is lowest will be utilized to perform this function.
This information will be input into the system as soon as possible and at
a target of [****], but not to exceed [****] hours after restoration of
the impacted systems. If system downtime exceeds [****] outage per day of
more than [****], Startek will provide AWS with timeline expectations, as
mutually agreed upon in writing by Startek and AWS, for inputting the
information for each day of the month that this condition exists. Downtime
forms will be destroyed or sent to AWS, as directed by AWS. Any downtime
forms not requested to be sent to AWS within twenty-four (24) hours will
be destroyed by Startek.
II. When a downtime situation impacts [****] or more of the terminals on
the floor, Startek shall notify AWS within [****]. Startek shall train
supervisors on AWS' AXYS section of "Super user" training to enable
supervisors to quickly clear minor problems, perform initial
troubleshooting before escalating the problem, and to maintain
productivity of the CCEs. All costs incurred for this training shall be
borne [****].
III. AWS' system will be completely down during certain after-hour times
and other scheduled times throughout the year for maintenance. When
practical, AWS will advise Startek of the scheduled maintenance, at least
twenty-four (24) hours prior to the times and dates that the systems will
not be available due to maintenance. Startek will follow procedures stated
herein in Section F.I.
G. SCRIPTS.
No scripts are required for this Program.
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H. TELECOMMUNICATIONS AND DATA.
1. Trunking - [****]requires [****] to purchase additional fully loaded
voice circuits they must be in service within six (6) weeks of
initial request, unless circuit vendor timelines prohibit service
within a six (6) week time period. [****] shall provide Local
Exchange Carrier (LEC) trunk lines as required. Any AWS required
changes that alter the call delivery methodology over [****]
supplied voice circuits will be negotiated subject to the Change
Management section of the MSA.
2. Load Balancing Equipment - [****] GeoTel equipment or equivalent
hardware or software required to intelligently balance call loads
between Startek and AWS. [****] will install such equipment and
supply the appropriate hardware and software to support the GeoTel
equipment. [****] will not be required to install the GeoTel
equipment or related hardware and software if, in [****] opinion,
such installation will cause undue hardship or delay [****].
[****] will provide [****] with [****]if it is going to perform a
re-boot on its telephone switch or reporting database, or if it is
doing any routine or non-routine maintenance on either of these that
would disrupt the GeoTel connection.
[****] will provide [****] with a [****], if it is going to
physically move or replace its telephone switch or reporting
database or if it is going to reissue IP addresses to either of
these boxes.
[****] will provide [****] with [****] if it is going to perform a
re-boot on its telephone switch or reporting database, or if it is
doing any routine or non-routine maintenance on either of these that
would disrupt the GeoTel connection. If an unplanned emergency
reboot is required, [****] will provide [****]with as much notice as
possible prior to the re-boot or similar communication outage.
[****] will provide [****] with a [****] if it is going to
physically move or replace its telephone switch or reporting
database or if it is going to reissue IP addresses to either of
these boxes.
3. Prompting - Startek's prompting system will be set up in accordance
with AWS' specifications and may be changed by AWS' Technical
Representative. If a change is requested by AWS' Technical
Representative, AWS will notify Startek in writing of any such
changes and Startek will complete this change within two business
days of such notice from AWS.
a. Emergency Skill Routing
[****] will add in a skill or queue login that, once activated, will
automatically notify [****] Geotel to route calls to alternate call
centers. This skill will be used in the call flows before and while
the call is in queue. This allows all calls, prior to reaching the
queue and/or those calls that are already in queue, to be routed in
an emergency situation. The emergency skill routing will be
integrated with [****] Geotel.
4. Expected Wait - Startek will play automated "Expected Wait" to all
incoming AWS customers as follows:
- If estimated wait is less than 3 minutes call is queued to
their queue
- If estimated wait is greater than 3 minutes caller is
presented their estimated wait time utilizing the following
announcements:
"Due to heavy call volume, we are experiencing delays in answering
your call. At the present time, your estimated wait could be..."
3 to 6 minutes OR 6 to 10 minutes OR 11 to 15 minutes OR 16 to 20
minutes OR greater than 20 minutes
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- Caller is then queued to queue
- After 30 seconds of hearing music on hold, the caller hears
the following announcement:
"All of our agents are currently busy assisting other customers.
Please stay on the line and the next available representative will
be with you shortly. Thank you."
- The caller hears 45 seconds of music on hold and then the
following announcement which is repeated every 45 seconds:
"We appreciate your patience. All of our agents are still busy.
Please stay on the line and the next available representative will
be with you shortly."
Any announcements requested by AWS in addition to those listed
herein shall be subject to the Change Management section of the MSA.
5. SCREEN POP EQUIPMENT - [****], AWS will provide Startek with Genesys
equipment (or equivalent hardware and software) if the Program
requires this type of call delivery. This will be required to "pop"
the account panel to the rep at the same time as the voice is
delivered. Startek will assist with the installation of such
equipment and provide trouble shooting support for the Genesys
equipment.
6. PROVIDER PC - Startek's PC's will reside on AWS' network and will be
"locked down". Applications will be accessed via a [****]
environment. There will not be any additional application loaded on
the client PC's without expressed written authorization from AWS.
7. ADDITIONAL TECHNOLOGY- Startek agrees that it has the necessary
technology and staffing capabilities to meet the requirements herein
as of the Effective Date of this SOW. Requests for additional
hardware and software shall be subject to the Change Management
section of the MSA.
8. INSTALLATION/TECHNICAL SUPPORT - AWS may request technical support
from Startek subject to the Change Management section of the MSA.
9. INBOUND TOLL CHARGES- [****] agrees that for the term of this SOW,
all voice traffic that originates or terminates [****].
10. OUTBOUND TOLL CHARGES- AWS shall route and deliver calls via AWS'
network to Startek. If any call delivered to Startek is outside the
scope of this SOW or requires further assistance, Startek shall
follow AWS' area program transfer procedures. All routing and
telecommunications expenses shall be borne by AWS.
Startek shall make outbound calls for the Program based upon
processes authorized by AWS. These calls will be tracked through the
Switch Manager Detail Reporting ("SMDR"). The SMDR mechanism shall
track the transfers and outbound calls made. Startek will charge AWS
for the telecommunications (toll) usage for these calls as outlined
in Attachment C Pricing Schedule Section B Ancillary Pricing
Schedule. Startek agrees to review and adjust this rate [****].
11. MULTISKILLING - Startek will utilize Multiskilling when necessary to
handle different types of inbound calls.
I. SYSTEMS/APPLICATIONS. AWS shall be responsible for providing Startek with
limited access to the following systems while Startek performs under this
SOW.
- AXYS
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- CCNet
- Macro/Cell
- Microsoft Outlook 98
- Internet Explorer 5.0 or higher
- National Work Request Systems (NWRS)
- WebAxe\
- Siebel
- ATLYS
[****] shall be responsible for all the costs associated with
workstations equipped with recent versions of the above software as
of the Effective Date of this SOW, of all activation systems and
applications, including, but not limited to, purchase, maintenance,
and upgrades and the wiring of all components to the desktop
computers, to support the Program. [****].
Subject to the Change Management section of the MSA, AWS will
provide Startek with specific requirements for any changes that may
be necessary to the existing workstation configuration and set-up as
of the Effective Date of this SOW.
Except as set forth in the preceding paragraphs, [****] shall be
responsible for costs and shall own all equipment associated with
workstation infrastructure that is supplied and purchased by [****]
(including, but not limited to, the data network (T1's), data
servers, data routers, data hubs, Data Service Units (DSUs), toll
free numbers and data network information servers. [****] shall also
be responsible for providing at its own cost the software required
to support the [****] systems. Any additional licensing required to
upgrade the workstations shall be subject to the Change Management
section in the MSA.
[****] will add capacity at its own cost to the [****] owned
infrastructure as is required to support the Dedicated Environment
per the forecasted volume. This infrastructure includes all
components required to access these systems up to the desktop
computer utilized by the CCE. Any [****] requested infrastructure
not within the needs of the forecast shall be borne by [****].
Startek agrees that it shall request from AWS confidential
individual codes allowing access to certain AWS systems
(hereinafter, "User IDs") for personnel requiring and who have
qualified for such access. These User IDs must be requested by the
second day of training.
AWS will provide Startek with User IDs (for those qualifying to
receive User IDs) to support access to systems utilized by Startek
within [****] from Startek's request for same.
All User IDs of CCEs that have left the Program will be provided by
Startek to the appropriate personnel within AWS within [****] of
payroll separation or movement from AWS' programs supported by
Startek. Individual User IDs will not be reused, shared, or
transferred to another CCE within Startek for any reason, unless
authorized by AWS in writing. AWS will provide User IDs with the
appropriate level of authorization and access to enable the
qualifying CCEs to perform their job responsibilities. Further,
[****] is responsible for all maintenance costs associated with User
IDs to provide that system changes and maintenance do not adversely
impact CCEs ability to perform as defined within this SOW.
J. KEY PERFORMANCE INDICATORS (KPI). Subject to Attachment B, Section IV,
paragraph F Startek agrees to be bound by and will at all times be in
compliance with the KPIs contained in Attachment B.
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K. PROGRAM UPDATES. AWS will provide Startek with information on a periodic
basis that is distributed through the change process, as defined by AWS,
to enable all CCEs to remain current on the latest promotions and
features. CCEs shall utilize their "closed key" time, defined as a fifteen
(15) minute time period which the CCE is provided with each day, to update
the CCE on AWS' latest promotions and features before taking calls.
Startek will review this information [****], via AWS' web site. Startek
shall distribute this information via appropriate methods to CCEs,
trainers, managers of operation, and team leaders so that the change can
be supported in a timely manner. Startek shall test for the quality of the
communication and test comprehension of CCEs on a periodic basis.
Changes that can be communicated in fifteen (15) minutes or less will be
distributed to the CCEs via desk drops, e-mail, memos, job aids, and
individual communication. Changes that require longer than fifteen (15)
minutes to communicate will be communicated to the CCEs by a designated
communications coordinator via an off line team meeting. Changes that will
require two (2) hours or more to communicate will be treated as
supplemental training. Should supplemental training be required, AWS and
Startek shall mutually agree upon an implementation strategy.
L. BI-LINGUAL REQUIREMENTS. Bilingual capability shall include proficiency in
Spanish and an ability to read and write English script abbreviations and
translate into Spanish during customer contact. Startek will train CCE's
to capture key words in English and provide shorthand English data entry
inputs.
M. REPORTS. STARTEK will provide AWS with unlimited access to the following
reports online. Additionally, Startek will send a copy of the reports to
AWS' Technical Manager or a designated representative on a
daily/weekly/monthly basis or as required by this SOW:
Type of report/name REPORTS TO INCLUDE THE FOLLOWING INFORMATION DUE
----------------------- -------------------------------------------- ----------------------------------------------
Call Management
report/Dynamic report [****] On line report
Split Reports [****] On line report
Forecast/Production [****] [****] report due to AWS' Vendor
Minute report Management who may require it be
delivered to a distribution list. This
report can be made available on
line, if information is updated [****]
Quality Report [****] [****]report due to AWS' Vendor
Management. Available on-line
Vendor roll up Report [****] [****] report due to AWS' Vendor
Management. Available on-line
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ID report [****] [****] and [****] for new or delete requests
Invoice Estimate Report [****] [****] due to vendor manager, who may
require it be delivered to a
distribution list. This report can be
made available on line, if information
is updated on time
System Outage log [****] [****] report due to AWS' Vendor
Management
Maximum calls per interval [****] Available on- line
report
SMDR Report - Transfer [****] A [****] report that is rolled up [****] and
report delivered via email to AWS' Vendor Management.
SMDR - Area Code report [****] A [****] report that is rolled up [****] and
delivered via email to AWS' Vendor
Management.
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Billing [****] [****] Provided [****] on a CD to AWS'
Vendor managers.
N. [****]
O. STAFFING. [****] Startek shall provide that each individual has the
necessary functional and AWS -related training to successfully perform the
function. In addition, before a function is performed by an individual
assigned to that function, Startek shall provide that the necessary skills
have been attained through the use of the certification of skills program.
Startek shall also provide that all persons who interact with the
customers maintain their AWS-related skills [****].
AWS may, subject to section 1.2.3 of the MSA, request the removal or
replacement of any of the team members from the Program.
P. QUALITY MONITORING. Startek will have a system (i.e. E-Talk) for the
purpose of providing [****] monitoring of CCE's. Subject to applicable
law, Startek shall provide AWS with [****] for quality assurance purposes
[****]. This will be a [****] during normal hours of operation. The [****]
will be [****]. The [****] will be [****] during the [****] of every
month.
When Startek and AWS use the same technology [****], each party will be
responsible for acquiring their own respective licenses, software or
related hardware and associated costs for installation, maintenance and
termination of technology.
Q. SPAN OF CONTROL. Startek will maintain a span of control no greater than
[****] for supervisors during the term of this SOW. Startek will have no
greater than one supervisor for every [****] active FTE's. Startek will
staff the appropriate number of quality representatives to achieve a
statistically valid sample size for measurement purposes during the term
of this SOW.
R. CONTINGENCY MIGRATION. Subject to the Change Management Process in the
MSA, should Startek determine Program calls will be received/made from /to
another [****] location, Startek shall notify AWS [****] in advance of
such call routing change and such change will be at [****] sole and
exclusive cost. The notification shall include Startek's migration plan
recommendations that may include running parallel processes to guarantee
KPIs are met.
The foregoing does not apply to changes from one Startek location to
another in situations involving force majeure or disaster recovery, or
where calls are handled at an additional or another Startek location
because of call volume or growth of the Program. In such cases, Startek
shall provide AWS with [****] prior written notice, or notice as soon as
reasonably possible. The parties will work together in good faith to
resolve the situation.
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ATTACHMENT B
KEY PERFORMANCE INDICATORS
METRIC KPI
SERVICE LEVEL [****]call answered [****]
[****]
QUEST FOR EXCELLENCE/(AKA TRUE MOMENTS) Targets provided [****]
CALL CONFORMANCE/CALL QUALITY (TBD)
DEFINITIONS
I. SERVICE LEVEL
a. Definition:
Service Level on a monthly average, [****] of the monthly calls offered to
Startek for the Program shall be answered within [****] of entering the agent
queue exiting the Vector Directory Number measured at the split skill level
(number of calls answered [****] divided by sum (answered plus abandoned in CC
splits)).
b. Measurement:
For the purpose of calculating the monthly Service Level KPI, Startek will
monitor and track one half-hour interval call volume variance compared to the
mutually agreed to daily, and one half-hour interval forecast (Final (45-day)
Forecast). If the call volume variance in one half-hour is less than [****], the
one half-hour Service Level performance will be included in the monthly Service
Level KPI calculation. If the call volume variance in one half-hour is greater
than [****], the one half-hour Service Level performance will not be included in
the monthly Service Level KPI calculation if the Service Level for the one half
hour interval is less than [****]. If the Service Level for the day is less than
[****], AWS shall receive [****] on the call volume portion in default (total
calls answered times Provider's AHT times cost per minute) of the applicable
program bills equal to [****]. This [****] shall only be applied if actual call
volume offered is between [****]of the final forecast. This [****] shall be
[****] per month.
II. CALL CONFORMANCE/CALL QUALITY
Targets will be set for the following:
- CCEs: Overall quality score (% [****] resolved)
- Provider Call Quality Group: Gap between Startek Quality Observes scores
performed on Startek CCE's and AWS National Vendor Quality Team Observes
scores performed on Startek CCEs.
a. Definition:
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Subject to applicable laws and Section P- Quality Monitoring, and for the
purpose of evaluating call quality, Startek and AWS shall measure CCE call
quality using the following types of observations:
1. AWS National Vendor Quality Team remote observations ("AWS NVQT Observes")
and
2. Startek Call Quality Group observations ("Startek Quality Observes")
In addition, joint AWS and Startek observations and Startek Team Leader
observations will take place, however, these observations shall be utilized for
coaching and educational purposes only, and shall not be included in the call
quality scores.
CCE call scoring criteria will be based upon the [****]Guidelines ("[****]
Guidelines") and the Customer Expectation Guide ("CEG"):
One Contact Resolution Guidelines
If any of the following occur, a call may be considered incorrectly handled
resulting in a "zero percent resolved" score. (Other competencies could cause a
call to be incorrectly handled but are dependent on the nature of the call).
- [****].
- [****].
- [****].
- [****].
- [****].
- [****].
- [****].
- [****].
- [****].
- [****].
- [****].
- [****].
- [****].
- [****]
In addition, the following CEG core competencies are evaluated as a means to
identify opportunities to improve call quality skill;
1. Telephone etiquette
a. call opening/closing
b. demeanor/tone
c. language
d. contact skills
2. Customer interaction and relationship
a. listening skills
b. communication skills
c. call handling
3. Ownership: Information handling and knowledge
a. ownership/knowledge/decision making/problem solving
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b. accuracy of information
c. system use
d. adherence to process
Sampling Size and Methodology:
Startek's Call Quality Group and AWS' NVQT will apply, at minimum, the agreed
upon sampling as outlined below. The statistical sampling applied to the target
score will follow a random pattern ensuring the selection of calls observed
cover a broad spectrum (day of week, time of day, etc.) to prevent unequal
selection of particular individuals, teams, tours, or shifts.
Target Sample size as follows*:
1. [****] of the active FTEs identified on the 45 day forecast
2. Startek: [****] of the active FTE identified on the 45 day forecast
3. Joint Observes: [****] of the active FTEs identified on the 45 day
forecast
4. Provider Team Leaders: [****] of the active FTEs identified on the 45 day
forecast
* If the target sample size is not achieved, the parties will mutually agree on
how to obtain a reasonable sample size and process.
b. Measurement:
Using the annual baseline target, AWS and Startek will meet quarterly to review
targets set for the purpose of driving continuous improvement or maintenance of
maximum efficiencies.
AWS will establish the annual baseline targets as set forth below for Startek:
1. Review the fourth quarter's scores for the AWS and Startek Quality
Observes scores.
2. Remove the highest and lowest observation scores in that quarter.
3. Of the remaining scores, the highest and lowest scores shall be used to
calculate the variance.
4. The variance shall be calculated by [****].
5. The targets for the first quarter of the following year will be calculated
by [****].
EXAMPLE:
PROVIDER [****]/CEG DECEMBER SCORES:
60,63,65,67,68
1 Eliminate 60 and 68.
2. [****]
3. Variance equals [****].
4. [****]
c. Reporting:
Startek will prepare reports to identify number of Startek Quality Observes
completed and performance on core competencies as set forth in the CEG and
[****] Guidelines.
Startek will provide reports that outline the sample size observed and the
scores for each category (Team Leaders, Call Quality Group, Client and Joint) as
outlined in section M - Reports.
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Startek's national quality manager or its representative and a representative of
AWS' NQT will co-host regular calibration sessions between AWS' NQT and
Startek's quality group. Calibration sessions are an integral part of increasing
knowledge and skill and ensuring the appropriate application of AWS' call
quality guidelines when scoring calls. During calibration sessions AWS and
Startek jointly review calls and discuss how each would score based on the CEG
and [****] Guidelines.
d. Changes:
AWS and Startek recognize that scoring call quality is subjective, and that
various factors may affect the scoring process. These factors may include but
are not limited to:
- Observation form
- Customer Expectation Guide ("CEG")/[****] Guidelines
- Reporting/scoring methods
When the quality evaluation process (e.g. scoring method, competency) changes to
the extent any of the factors change, AWS shall provide thirty (30) days notice
to Startek and targets shall be waived for the length of the training period and
the month following training completion. Startek shall have one month (or as
otherwise mutually agreed upon by AWS and Startek) to train all CCEs and one
month to use as a sample month. Measurement of targets will resume upon
completion of the sample month.
e. New Sites:
AWS and Startek will negotiate a timeline when implementing call quality in a
new site affording Startek a target waiver of up to but no greater than [****]
per "Wave." Wave is defined as a planned quantity of scheduled training classes
conducted concurrently.
f. Failure to Meet Quarterly Quality Target:
CCEs: Overall Quality Score (% resolved)
If Startek's call quality average is [****] or more below the quarterly target,
Startek shall implement an action plan, [****] involving all aspects of the
business that link to quality (i.e. training, operations, quality assurance) to
improve its quality scores which may include formal refresher training for those
employees requiring performance improvement. If Startek's call quality average
is below the established target for [****] consecutive quarters by [*****] or
more, Startek shall provide an action plan which is acceptable to AWS. AWS must
approve any formal retraining content and timing prior to retraining. Training
schedules will be co-coordinated and agreed upon with AWS, so as not to
negatively affect service levels resulting in missing Service Level KPI for the
day or month. Startek will demonstrate improvements in quality scores if
training schedule is greater than [****].
If AWS' national results are below [****] or more below AWS' national target,
then the provisions above under section f. Failure to Meet Quarterly Quality
Target will not apply.
Gap between Startek quality scores and AWS NQT scores
If the gap between the Startek quality scores and AWS NQT scores is more than
[****], Startek shall implement action plans to improve its quality score gap.
If the quality gap is greater than [****], Startek shall conduct formal
retraining to Startek's quality group [****]. Startek will demonstrate
improvements in quality scores if the retraining schedule exceeds [****]in
duration.
g. Dispute resolution process for AWS NQT Observes, Startek Quality Observes,
Joint Observes and Team Leader observes scoring:
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In the event that the participants of AWS NQT and Startek QT monitoring sessions
are unable to reach consensus on the scoring of a particular call or calls, the
following process will be undertaken:
If and when there is an unresolved monitoring dispute between Startek and AWS,
the issue of scoring the call(s) will be escalated. AWS and Startek will have 5
days from the date of request to dispute the scoring of the call. If available,
the taped call will be forwarded to AWS' and Startek's national quality
managers. If the recorded call is no longer available, AWS and Startek will use
observation reports and any other notes associated with the call to resolve the
dispute. The quality managers will be responsible for notifying its respective
teams of the outcome and provide the necessary feedback.
In the event that the participants of a Joint Monitoring, Calibration, or a Team
Leader session are unable to reach consensus on the scoring of a particular call
or calls, the dispute resolution process will be undertaken and worked until
such time a consensus is achieved.
III. QUEST FOR EXCELLENCE (FORMERLY KNOWN AS TRUE MOMENTS)
A. Description:
Subject to applicable laws and for the purpose of soliciting feedback from AWS'
customers regarding CCE's performance, AWS utilizes a third party to survey its
customers on inbound customer care calls. AWS will provide the survey to Startek
and provide updates to the survey prior to implementation.
B. Measurement
AWS will provide monthly overall Program Quest for Excellence results by center
for Startek, and AWS' national results. Startek shall receive its results
monthly in the form of a summary report measuring:
1. [****],
2. Representative index for excellence, and
3. Representative index for defects.
Excellence and defects are defined as:
- Excellence is a response of "completely satisfied" or "very
satisfied" to the following Quest for Excellence survey questions.
- Defects indicate a response of "not satisfied" or "somewhat
satisfied" to the following Quest for Excellence survey questions.
Startek shall be measured on the Quest for Excellence survey questions listed
below.
1. [****] shall be measured by the following question:
[****]
2. "Now I would like you to rate the [PROGRAMMER: IF "ONE" IN Q.11,
INSERT "REPRESENTATIVE". IF "TWO OR MORE" IN Q.11, INSERT "LAST
REPRESENTATIVE"] you spoke with in several areas. How would you rate
the [PROGRAMMER: IF "ONE" IN Q.11, INSERT "REPRESENTATIVE". IF "TWO
OR MORE" IN Q.11, INSERT "LAST REPRESENTATIVE"] on...[RANDOMLY
ROTATE STATEMENTS.] Were you completely satisfied, very satisfied,
somewhat satisfied, not very satisfied or not at all satisfied?"
a. Discussing information that was easy to understand
b. Fully explaining the options available to address your issue
c. Caring about your issue
d. Taking ownership of your issue
e. Making you feel important to AWS
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f. Being enthusiastic
g. Being respectful
Startek shall also receive actual customer verbatims taken by the surveyor for
its call centers. For the purpose of reporting target results, AWS' national
scores will be utilized for comparison to Startek's national scores.
AWS will provide quarterly target goals to Startek at the beginning of each
quarter. AWS and Startek will meet quarterly to review targets for the purpose
of driving continuous improvement. Survey results will be completed to assure a
statistically valid result, by program, by site, at the 90% confidence level and
the appropriate confidence interval.
Startek will be responsible for attaining the quarterly Quest for Excellence
Targets established for them at the beginning of each year based upon surveys by
program, by site, with a [****] level and the appropriate interval. Startek's
Quest for Excellence scores must be within [****] of its quarterly or annual
target. If Startek's scores are lower than [****], or the appropriate confidence
interval whichever is greater, of the target, then AWS' national results shall
be reviewed. If AWS' national results are below [****] of AWS' national target,
then Startek will not be responsible for the processes outlined in section C.
Failure to meet Quest for Excellence Target: If AWS' national Quest for
Excellence scores are within [****] of AWS' national target, then Startek will
follow the guidelines as set forth in Section C (Failure to meet Quest for
Excellence Target).
Example:
Provider Provider Company Company
Quarterly Quarterly % Point Quarterly Quarterly % Point
Target Result Variance Target Result Variance
--------- --------- -------- --------- --------- --------
[****] [****] [****] [****] [****] [****] [****]
REP INDEX
% Excellence [****] [****] [****] [****] [****] [****]
% Defects [****] [****] [****] [****] [****] [****]
REVIEW % [****] RESULTS:
- Startek's % [****] quarterly result is [****] above target.
CONCLUSION:
Startek exceeds target.
REVIEW % EXCELLENCE RESULTS:
- Startek's % Excellence is [****] below target.
HENCE:
- Review AWS' % Excellence results.
- AWS' % Excellence is [****] below target. Within [****] of target.
CONCLUSION:
- Startek will follow the guidelines as set forth in Section C. Failure to
meet Quest for Excellence Target exists if it does not meet at least two
of the three Quest for Excellence targets.
REVIEW % DEFECTS RESULTS:
- Startek's % Defects is [****] above target.
CONCLUSION:
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Startek exceeds target.
When two of the three Quest for Excellence results are met, it will constitute
meeting the quarterly target. The example above illustrates Startek meeting the
quarterly target.
C. Failure to Meet Quest for Excellence Target
Utilizing the survey guidelines above [****] confidence level and the
appropriate confidence interval), if Startek's Quest for Excellence average is
below [****] or the appropriate confidence interval, whichever is greater, for
[****] targets quarterly, Startek shall, [****] implement action plans involving
all aspects of the business that link to quality (i.e. training, operations,
quality assurance) to improve its Quest for Excellence scores, which may include
formal refresher training for areas of quality impacting Quest for Excellence
scores requiring performance improvement. Formal refresher training conducted
pursuant to this section C. shall not be included in the 4 hours per FTE per
month limitation.
If Startek's Quest for Excellence average is below the established target for
[****] quarters by more than [****] or the appropriate confidence interval,
whichever is greater, Startek shall provide a mutually agreeable action plan
which may include formal retraining of all CCEs and quality group [****]. AWS
must approve formal retraining content and timing prior to retraining.
Targets for Quest for Excellence shall be measured on a quarterly basis.
D. Changes to Quest for Excellence.
AWS shall notify Startek within thirty (30) days of any changes to the Quest for
Excellence measurement questions or criteria. Upon notification, Startek will
have an additional thirty (30) days, or as other wise mutually agreed upon in
writing, to implement such changes.
IV. CONTINUOUS PERFORMANCE DEFAULT
a. Unless otherwise waived or cured as provided in this Section,
Startek's failure to meet (or exceed) the same KPI for [****]
measurement periods shall constitute Startek's failure to perform to
the stated KPI ("Continuous Performance Default").
b. Company may as indicated in this paragraph, terminate this SOW for a
Continuous Performance Default:
(1) For Service Level, upon [****] prior written notice if
Startek fails, within that [****] period to cure the
Continuous Performance Default if the cure involves
hiring staff to support the Program, or
(2) For Quest for Excellence, upon [****] days prior written
notice if Startek fails within that [****] period to
cure the Continuous Performance Default. AWS shall
provide status reports by site for the statistically
valid measurable months immediately following the
Continuous Performance Default, or
(3) For Service Level, if the cure does not involve hiring
staff, upon [****] prior written notice if Startek
fails, within that [****] period to cure the Continuous
Performance Default.
c. Service Level shall be measured on a [****] basis. Such measurement
shall exclude any days in which Startek was excused from meeting its
KPIs as provided in this section. Notwithstanding the foregoing, at
least [****] must be contained in the measurement period within the
[****] in order for the [****] result to yield credible results.
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d. Quest for Excellence shall be measured on a [****] basis.
Notwithstanding the foregoing sentences, at least one statistically
valid measurable month must be contained in the measurement period
within the [****] in order for the [****] Result to yields credible
results.
f. Startek shall be excused for failures to meet any KPI and shall not
be in breach of this SOW if such failure is caused by any negligent
act by AWS which is proven to be the cause of Startek's breach under
this SOW.
V. QUARTERLY RE-EVALUATION
Within ten (10) business days after receiving the results for each
quarter, the parties will meet to review the KPIs to determine if the KPIs
are appropriate under the circumstances. At that time, the parties may
mutually agree to any changes to the KPIs and amend the SOW accordingly.
VI. KPI ESCALATION PROCEDURE
a. Notwithstanding anything to the contrary, if historical data,
marketing information, competitors' offers and/or any other
pertinent information ("KPI Data") would reasonably indicate a need
to change a KPI, the parties shall mutually agree on that change and
the effective date of such change in writing within thirty (30)
days, or other mutually agreed upon time frame, of submission of
such data.
b. If the parties are unable to agree on any change within such thirty
(30) days, or other mutually agreed upon time frame, and a party
reasonably believes a change is indicated based on KPI Data, the
parties will use the Dispute procedures in the MSA to resolve the
issue.
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ATTACHMENT C
PRICING SCHEDULE
A. The following pricing applies to all work completed under this SOW:
PRODUCTION MINUTE RATE
The Production Minute rate, which shall be effective March 1 2004 through
December 31 2006 shall include the following:
1. [****];
2. [****];
3. [****];
4. [****];
5. [****];
6. [****];
A Production Minute is defined as [****]. The database element from the
Call Management System used for billing purposes is "Staff-Time". [****]
may also be used for situations when CMS cannot track the required billing
time [****].
The applicable Production Minute rate is dependent upon the actual number
of Production Minutes billed in any month for AWS' Care, PrePaid and
Receivables Management programs in aggregate.
The pricing set forth below applies to the AWS Customer Care Program(s)
covered under this SOW. All pricing is stated in US Dollars.
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AWS PRODUCTION MINUTE RATE PRICING (PMR)
Production Minute Rate (PMR) Paid Tiered Production Minutes per Month
---------------------------- ----------------------------------------
[****] [****]
[****] [****]
[****] [****]
[****] [****]
[****] [****]
[****] [****]
[****] [****]
[****] [****]
[****] [****]
[****] [****]
B. ANCILLARY SCHEDULE
1. Overtime and Holidays [****]
2. Training [****] [****]
3. Inbound toll charges [****]
4. Clerical Support [****]
Reimbursable Expenses [****]
a. Postage [****]
b. Express Mail and Courier Services [****]
c. Reproduction of Training Materials - All material as
related to [****]. [****]
d. Training Certification shall be included for resource to
travel to needed training at no cost to AWS. [****] are
reimbursable by AWS to Startek.
e. Resolution Desk [****]
f. Travel - [****] [****]
Startek will also provide a billing back-up binder on CD-ROM reasonably
detailing all specifics of billable items contained on any monthly ▇▇▇▇. These
items shall include a description of any/all billed items:
- Billing summary
- Monthly summary of call center metrics
- ACD billing reports
- Training charges (include itemization of all training completed, hours,
and attendance sheets)
- Paid CCE vs attrition headcount
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- For all projects related to AWS' Call Center Program(s) which will require
a Rough Order of Magnitude (ROM) or SOW, Startek will provide such
documentation to AWS as soon as business requirements are understood and
estimates or actuals can be provided.
B. Invoice Process:
Startek agrees to send on [****] or provide [****] an accurate summary of
all [****] to AWS according to the billing procedures set forth in the
MSA.
C. Dispute Process:
If required, AWS and Startek agree to use the Dispute process set forth in
the MSA.
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Schedule 1
Definitions
1. Abandonment Rate: Total Calls Abandoned divided by Calls Offered.
2. Accurate Invoices: Any invoice that accurately reflects the work, product
or services completed in accordance with the contractual requirements
reflected in the appropriately signed contract or Statement of Work
document(s).
3. Attrition Training: Training costs attributed to Turnover Employees. A
Turnover Employee is defined as a new employee that has completed new hire
training specifically to replace a trained former employee who had
provided services under this SOW.
4. Average Handle Time (AHT): is defined as the average amount of time it
takes an agent (CCE) to process a call and will be defined based on the
following data elements:
[I_ACD_TIME+I_AUX_IN_TIME+I_AUX_OUT_TIME+I_ACDOTHER +I_ACW_TIME] /
ACD_CALLS
5. Average Speed of Answer (ASA): Average time a caller had to wait in queue
before a CCE answers.
6. Calls Abandoned: Total calls that are routed to the ACD switch at Startek
that are not Calls Answered.
7. Calls Answered: Calls answered by Startek's CCE's. Does not include calls
sent to a busy signal, dead air or to a voicemail box.
8. Calls Offered: Total calls that are routed to the ACD switch at Startek.
9. CCE: Customer Care Employee
10. Clerical: Activities directly related to data entry, faxing, mailing,
copying, updating, typing, filing, counting, sorting tally forms, sales
order forms and such other activities as are approved by AWS in writing.
11. Dedicated Environment: Startek CCEs will not work on any non-AWS programs
while working on this Program.
12. Final Forecast: Number of forecasted calls for a given month determined by
AWS call center management.
13. Occupancy: Occupancy is defined as the percentage of time the Startek
agent (or CCE) is logged into CMS handling calls (any and all components
of Average Handle Time) plus fifteen (15) minutes of closed key time,
compared to total time logged into CMS, and will be defined based on the
CMS data elements as follows. The staffing model assumption shall be
targeted at [****].
100*(sum(hagent.TI_STAFFTIME - hagent.TI_AVAILTIME)/
sum(hagent.TI_STAFFTIME))
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14. Programming: Preparing computer systems for the implementation,
administration, testing, report development and processing of Work under
this SOW.
15. Redhat: Startek subject matter experts temporarily assigned to assist with
the start-up of a new site or program.
16. Representative Training: New hire and supplemental training (minus
attrition training)
17. Service Level: The percent of Calls Answered in a set time (i.e. [****]
the Calls Answered should be answered in [****]).
18. Training Delivery: Trainer and facilitator hours.
19. Training Development: Development of new hire, supplemental and new
product training. Startek shall not ▇▇▇▇ AWS for Training Development
unless Startek has obtained AWS' prior written consent to the Training
Development.
20. Unpaid Production Minutes: Unpaid Production Minutes include time
associated with AWS directed modification and/or training intended to
increase the capability of an agent or CCE and shall not be included in
the monthly tally of billable Production Minutes.
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