AMENDMENT, DATED SEPTEMBER 22, 1999, TO
AGREEMENT FOR IN-BOUND TELEMARKETING
WITH UNITED PARCEL SERVICE GENERAL SERVICES CO.
Portions of this exhibit have been omitted pursuant to a request for confidential treatment filed with the Securities
and Exchange Commission. The omissions have been indicated by an asterisk ("*"), and the omitted text has
been filed separately with the Securities and Exchange Commission.
APAC CUSTOMER SERVICES, INC.
UPS/APAC AMENDMENT POINTS
SEPTEMBER 22, 1999
o UPS recommended wage rates per position by site (see #5) will be implemented upon agreement of
communication strategy. Implementation will be at the beginning of the next pay period and no later than
September 30, 1999.
o Management increases of * to be implemented within 45 days due to the evaluation with UPS involvement of
APAC Regional and Site management staff associated with the UPS program.
o APAC will assume responsibility for replacement training beginning on the effective date of the hourly wage
o UPS will pay for growth training for volume increases of 5% over previous month beginning October 1, 1999.
o Billable rate for agreed upon volume ramp-up training will be at
* of total billable rate for the workgroup/site.
o UPS will pay COLA each year pursuant to the current contract terms. COLA will be based on site specific
cost of living adjustments. APAC agrees that * of COLA *.
o APAC will have the Regional HR Manager and two (2) ERM personnel per site in place within the next *.
o * will directly interface with *.
o Accuvision will be continued only in Newport News on the effective date of the hourly wage increase
o UPS' future plans are to * throughout the term of the contract, and *.
o The new billable rates are effective on the day the new hourly wages are in effect in the sites.
o New Processes billable rates will be determined once these positions have been defined.
2. SCHEDULE ADHERENCE CRITERIA:
o Call projections will includ