Common use of Call Volume and Forecasting Clause in Contracts

Call Volume and Forecasting. 3.1. For the purposes of meeting the forecast, StarTek will utilize full time equivalents ("FTEs") in accordance with this Statement of Work. An FTE is defined as [**] Customer Facing Employee [**]. An FTE is not equivalent to headcount. 3.2. FTEs will be classified into the following categories: 3.2.1. Production FTE, which includes FTEs who are agents productive to the line of business 3.2.2. Training FTE, which includes FTEs who are currently in training and not productive to the line of business 3.2.3. Get More Academy ("GMA") FTE, which includes FTEs who are productive to the line of business at least part of their day, but are still in training 3.2.4. Leave of Absence ("LOA") FTE, which includes all FTEs who cannot be classified into Production, Training, or GMA. 3.3. T-Mobile will regularly prepare and deliver to StarTek the following forecasts for the services to support the proper planning of the infrastructure required to support the programs: 3.3.1. T-Mobile shall deliver a [**] rolling informational forecast to StarTek on or before the 15th day of each month (the "[**]"), which shall contain forecasted [**] call volumes. 3.3.2. T-Mobile shall deliver a final forecast to the StarTek no less than 45 days before the 1st day of each [**] for which the forecast is made, which shall contain a [**] call volume and Average Handle Time ("AHT") forecast by [**] interval (the "Final Forecast"). The Final Forecast will contain an updated [**] call volume and AHT forecasts, which will vary no more than [**] in call volume each day from the [**]. If the Final Forecast is not delivered in a timely fashion with respect to a particular month, the appropriate [**] rolling informational forecast shall be the Final Forecast for such [**]. 3.3.3. For informational purposes only, T-Mobile shall deliver a [**] forecast. 3.4. StarTek will provide to T-Mobile all assumptions used to translate forecasts into scheduled FTE. 3.5. T-Mobile and StarTek will mutually agree upon and participate in the preparation of other work volume forecasts, as reasonably required for the successful performance of the Programs in this line of business. These may include, without limitation, [**]. As part of the support structure, StarTek will provide a National Resource Planning Analyst who will, among other things, assist T-Mobile in the development of work volume forecasts. 3.6. StarTek will recruit, train, and staff to a minimum of [**] of the forecasted FTE and be able to handle [**] of the forecasted work volume. If the Final Forecast for a particular [**] is [**] or more of the Final Forecast for the proceeding [**], StarTek USA, Inc. may add additional staff to service such increase with the prior consent of T-Mobile, which consent shall not be unreasonably withheld. 3.7. If the Production FTE count falls [**] below the forecasted required FTE, StarTek will recruit and hire agents to back-fill the attrition. The recruited agents must start training within fourteen (14) days of exceeding threshold. The associated training costs are the responsibility of the StarTek and are not billable to T-Mobile. 3.8. If the FTE requirement drops [**] T-Mobile will work with StarTek in good faith to back-fill with additional business [**] as StarTek ramps down to the required FTEs. T-Mobile and StarTek will mutually agree in writing on the number of FTEs that will be included in the ramp down.

Call Volume and Forecasting. 3.1. For the purposes of meeting the forecast, StarTek will utilize full time equivalents ("“FTEs"”) in accordance with this Statement of Work. An FTE is defined as [**] eight (8) Customer Facing Employee [**]hours per day. An FTE is not equivalent to a headcount. 3.2. FTEs will be classified into the following categories: 3.2.1. Production FTE, which includes FTEs who are agents productive to the line of business 3.2.2. Training FTE, which includes FTEs who are currently in training and not productive to the line of business 3.2.3. Get More Academy ("“GMA"”) FTE, which includes FTEs who are productive to the line of business at least part of their day, but are still in training 3.2.4. Leave of Absence ("“LOA"”) FTE, which includes all FTEs who cannot be classified into Production, Training, or GMA. 3.3. T-Mobile will regularly prepare and deliver to StarTek the following forecasts for the services to support the proper planning of the infrastructure required to support the programs: 3.3.1. T-Mobile shall deliver a [**] three-month rolling informational forecast to StarTek on or before the 15th day of each month (the "[**]"“3-Month Forecast”), which shall contain forecasted [**] weekly call volumes. 3.3.2. T-Mobile shall deliver a final forecast to the StarTek no less than 45 [*] days before the 1st day of each [**] month for which the forecast is made, which shall contain a [**] daily call volume and Average Handle Time ("“AHT"”) forecast by [**] half an hour interval (the "“Final Forecast"”). The Final Forecast will contain an updated [**] daily call volume and AHT forecasts, which will vary no more than [**] ]% in call volume each day from the [**]-day forecast. If the Final Forecast is not delivered in a timely fashion with respect to a particular month, the appropriate [**] three-month rolling informational forecast shall be the Final Forecast for such [**]month. 3.3.3. For informational purposes only, T-Mobile shall deliver a [**] two-week forecast. 3.4. StarTek will use half-hourly call volume forecasts provided by T-Mobile as the Final Forecast in accordance with this Agreement. This process is known as Interval Forecasting. StarTek will schedule the appropriate number of FTEs in [*]-minute intervals to meet service levels outlined in the T-Mobile Final Forecast. This process is known as Interval Scheduling. StarTek will provide Interval Scheduling plans to T-Mobile as a one week look ahead after receiving a Final Forecast from T-Mobile. These Interval Scheduling plans will illustrate how StarTek plans to meet the Key Performance Indicator (KPI) Service Level. The documented plans will include the number of required FTEs to meet the KPI Service Level, the number of scheduled agents, and the [*] minute Service Level Objectives. 3.5. StarTek will provide to T-Mobile USA all assumptions used to translate forecasts into scheduled FTEFTEs. 3.53.6. T-Mobile and StarTek will cooperatively manage intraday schedule adjustments to manage actual call volumes. 3.7. T-Mobile and StarTek will mutually agree upon and participate in the preparation of other work call volume forecasts, as reasonably required for the successful performance of the Programs in this line of businessPrograms. These may include, without limitation, [**]yearly, quarterly, monthly, weekly, daily and interval forecasts. As part of the support structure, StarTek will provide a National Resource Planning Analyst who will, among other things, assist T-Mobile in the development of work call volume forecasts. 3.63.8. StarTek will recruit, train, and staff to a minimum of [**] ]% of the forecasted FTE and be able to handle [**] ]% of the forecasted work call volume. If the Final Forecast for a particular [**] month is [*] percent ([*] ]%) or more of the Final Forecast for the proceeding [**]month, StarTek USA, Inc. may add additional staff to service such increase with the prior consent of T-Mobile, which consent shall not be unreasonably withheld. 3.73.9. If the Production FTE count falls more than [**] ]% below the forecasted required FTE, StarTek will recruit and hire agents to back-fill the attritionattrition as long as T-Mobile is delivering a minimum of [*]% of forecasted volume. The recruited agents must start training within fourteen (14) [*] days of exceeding threshold. The associated training costs are the responsibility of the StarTek and are not billable to T-Mobile. 3.83.10. If the FTE requirement drops in any [*]-day period by more than [*] ]%, T-Mobile will work with StarTek in good faith to back-fill with additional business or pay for the additional StarTek FTE at the training rate for [**] days as StarTek StarTek, Inc. ramps down to the required FTEs. T-Mobile and StarTek will mutually agree in writing on the number of FTEs that will be included in the ramp down. 3.11. The forecasts referred to above shall in no way represent a commitment from T-Mobile to provide volumes to StarTek, except for purposes of amounts payable by T-Mobile to StarTek as provided in this Section 3.12. 3.12. Amounts payable to StarTek hereunder and the KPI calculation shall be based upon the following: 3.12.1. When the offered call volume exceeds [*]% of Final Forecast then StarTek shall be paid for the actual [*] during the interval where the call volume exceeds [*]% of the Final Forecast. 3.12.2. When the offered call volume is less than [*]% of the Final Forecasted call volume, and (a) StarTek meets or exceeds service level as set forth in 14.1 and adjusted as set forth in 14.2, and (b) meets or exceeds the quality performance set forth in 14.3.2, then StarTek shall be paid according to Exhibit D pricing matrix.

Call Volume and Forecasting. 3.1. For the purposes of meeting the forecast, StarTek will utilize full time equivalents ("FTEs") in accordance with this Statement of Work. An FTE is defined as [**] Customer Facing Employee [**]. An FTE is not equivalent to a headcount. 3.2. FTEs will be classified into the following categories: 3.2.1. Production FTE, which includes FTEs who are agents productive to the line of business 3.2.2. Training FTE, which includes FTEs who are currently in training and not productive to the line of business 3.2.3. Get More Academy ("GMA") FTE, which includes FTEs who are productive to the line of business at least part of their day, but are still in training 3.2.4. Leave of Absence ("LOA") FTE, which includes all FTEs who cannot be classified into Production, Training, or GMA. 3.3. T-Mobile will regularly prepare and deliver to StarTek the following forecasts for the services to support the proper planning of the infrastructure required to support the programs: 3.3.1. T-Mobile shall deliver a [**] rolling informational forecast to StarTek on or before the 15th day of each month (the "[**]"), which shall contain forecasted [**] call volumes. 3.3.2. T-Mobile shall deliver a final forecast to the StarTek no less than 45 days before the 1st day of each [**] for which the forecast is made, which shall contain a [**] call volume and Average Handle Time ("AHT") forecast by [**] interval (the "Final Forecast"). The Final Forecast will contain an updated [**] call volume and AHT forecasts, which will vary no more than [**] in call volume each day from the [**]. If the Final Forecast is not delivered in a timely fashion with respect to a particular month, the appropriate [**] rolling informational forecast shall be the Final Forecast for such [**]. 3.3.3. For informational purposes only, T-Mobile shall deliver a [**] forecast. 3.4. StarTek will use [**] call volume forecasts provided by T-Mobile as the Final Forecast in accordance with this Agreement. This process is known as Interval Forecasting. StarTek will schedule the appropriate number of FTEs in [**] intervals to meet service levels outlined in the T-Mobile Final Forecast. This process is known as Interval Scheduling. StarTek will provide Interval Scheduling plans to T-Mobile as a [**] look ahead after receiving a Final Forecast from T-Mobile. These Interval Scheduling plans will illustrate how StarTek plans to meet the Key Performance Indicator (KPI) Service Level. The documented plans will include the number of required FTEs to meet the KPI Service Level, the number of scheduled agents, and the [**] Service Level Objectives. 3.5. StarTek will provide to T-Mobile USA all assumptions used to translate forecasts into scheduled FTEFTEs. 3.53.6. T-Mobile and StarTek will cooperatively manage [**] schedule adjustments to manage actual call volumes. 3.7. T-Mobile and StarTek will mutually agree upon and participate in the preparation of other work call volume forecasts, as reasonably required for the successful performance of the Programs in this line of businessPrograms. These may include, without limitation, [**]. As part of the support structure, StarTek will provide a National Resource Planning Analyst who will, among other things, assist T-Mobile in the development of work call volume forecasts. 3.63.8. StarTek will recruit, train, and staff to a minimum of [**] of the forecasted FTE and be able to handle [**] of the forecasted work call volume. If the Final Forecast for a particular [**] is [**] or more of the Final Forecast for the proceeding [**], StarTek USA, Inc. may add additional staff to service such increase with the prior consent of T-Mobile, which consent shall not be unreasonably withheld. 3.73.9. If the Production FTE count falls [**] below the forecasted required FTE, StarTek will recruit and hire agents to back-fill the attritionattrition as long as T-Mobile is delivering a minimum of [**] of forecasted volume. The recruited agents must start training within fourteen (14) days [**] of exceeding threshold. The associated training costs are the responsibility of the StarTek and are not billable to T-Mobile[**]. 3.83.10. If the FTE requirement drops [**] ], T-Mobile will work with StarTek in good faith to back-fill with additional business [**] as StarTek ramps down to the required FTEs. T-Mobile and StarTek will mutually agree in writing on the number of FTEs that will be included in the ramp down. 3.11. The forecasts referred to above shall in no way represent a commitment from T-Mobile to provide volumes to StarTek, except for purposes of amounts payable by T-Mobile to StarTek as provided in this Section 3.12. 3.12. Amounts payable to StarTek hereunder and the KPI calculation shall be based upon the following: 3.12.1. When the [**] exceeds [**] of Final Forecast, then StarTek shall be paid for the [**]. 3.12.2. When the [**] is less than [**] of the Final Forecasted call volume, and StarTek is staffed at no less than [**] of the required Final Forecasted FTE, then StarTek shall be paid according to the following formula: [**].

Call Volume and Forecasting. 3.1. For the purposes of meeting the forecast, StarTek will utilize full time equivalents ("FTEs") in accordance with this Statement of Work. An FTE is defined as [**] Customer Facing Employee [**]. An FTE is not equivalent to headcount. 3.2. FTEs will be classified into the following categories: 3.2.1. Production FTE, which includes FTEs who are agents productive to the line of business. 3.2.2. Training FTE, which includes FTEs who are currently in training and not productive to the line of business. 3.2.3. Get More Academy ("GMA") GMA FTE, which includes FTEs who are productive to the line of business at least part of their day, but are still in training. 3.2.4. Leave of Absence ("LOA") LOA FTE, which includes all FTEs who cannot be classified into Production, Training, or GMA. 3.3. T-Mobile will regularly prepare and deliver to StarTek the following forecasts for the services to support the proper planning of the infrastructure required to support the programs: 3.3.1. T-Mobile shall deliver a [**] rolling informational forecast to StarTek on or before the 15th day of each month (the "[**]"), which shall contain forecasted forecasted[**] call volumes. 3.3.2. T-Mobile shall deliver a final forecast to the StarTek no less than 45 days before the 1st day of each [**] for which the forecast is made, which shall contain a [**] call volume and Average Handle Time ("AHT") forecast by [**] interval (the "Final Forecast"). The Final Forecast will contain an updated [**] call volume and AHT forecasts, which will vary no more than [**] in call volume each day from the [**]] forecast. If the Final Forecast is not delivered in a timely fashion with respect to a particular month, the appropriate [**] rolling informational forecast shall be the Final Forecast for such [**]. 3.3.3. For informational purposes only, T-Mobile shall deliver a [**] forecast. 3.4. StarTek will use [**] call volume forecasts provided by T-Mobile as the Final Forecast in accordance with this Agreement. This process is known as Interval Forecasting. StarTek will schedule the appropriate number of FTEs in [**] intervals to meet the service levels called for in the T-Mobile Final Forecast. This process is known as Interval Scheduling. StarTek will provide Interval Scheduling plans to T-Mobile [**] in advance after receiving a Final Forecast from T-Mobile. These Interval Scheduling plans will illustrate how StarTek plans to meet the Key Performance Indicator ("KPI") Service Level. The documented plans will include the number of required FTEs to meet the KPI Service Level, the number of scheduled agents, and the [**] Service Level Objectives. 3.5. StarTek will provide to T-Mobile all assumptions used to translate forecasts into scheduled FTEFTEs. 3.53.6. T-Mobile and StarTek will cooperatively manage [**] schedule adjustments to manage actual call volumes. 3.7. T-Mobile and StarTek will mutually agree upon and participate in the preparation of other work call volume forecasts, as reasonably required for the successful performance of the Programs in this line of businessPrograms. These may include, without limitation, [**]. As part of the support structure, StarTek will provide a National Resource Planning Analyst who will, among other things, assist T-Mobile in the development of work call volume forecasts. 3.63.8. StarTek will recruit, train, and staff to a minimum of [**] of the forecasted FTE FTEs and be able to handle [**] of the forecasted work call volume. If the Final Forecast for a particular [**] is [*** ] or more of the Final Forecast for the proceeding [**], StarTek USA, Inc. may add additional staff to service such increase with the prior consent of T-Mobile, which consent shall not be unreasonably withheld. 3.73.9. If the Production FTE count falls [**] below the forecasted required FTE, StarTek will recruit and hire agents to back-fill the attritionattrition as long as T-Mobile is delivering a minimum of [**] of forecasted volume. The recruited agents must start training within fourteen (14) [**] days of exceeding threshold. The associated training costs are the responsibility of the StarTek and are not billable to T-Mobile[**]. 3.83.10. If the FTE requirement drops [**] T-Mobile will work with StarTek in good faith to back-fill with additional business [**] as StarTek ramps down to the required FTEs. T-Mobile and StarTek will mutually agree in writing on [**] the number of FTEs that will be included in the ramp down. 3.11. The forecasts referred to above shall in no way represent a commitment from T-Mobile to provide volumes to StarTek, except for purposes of amounts payable by T-Mobile to StarTek as provided in this Section 3.12. 3.12. Amounts payable to StarTek hereunder and the KPI calculation shall be based upon the following: 3.12.1. When the [**] exceeds [**] of Final Forecast then StarTek shall be paid for the actual handled minutes. 3.12.2. When the [**] is less than [**] of the Final Forecasted call volume, and StarTek is staffed at no less than [**] of Final Forecasted required FTE, then StarTek shall be paid according to the following formula: [**].

Call Volume and Forecasting. 3.1. For the purposes of meeting the forecast, StarTek will utilize full time equivalents ("FTEs") in accordance with this Statement of Work. An FTE is defined as [**] Customer Facing Employee [**]. An FTE is not equivalent to a headcount. 3.2. FTEs will be classified into the following categories: 3.2.1. Production FTE, which includes FTEs who are agents productive to the line of business 3.2.2. Training FTE, which includes FTEs who are currently in training and not productive to the line of business 3.2.3. Get More Academy ("GMA") FTE, which includes FTEs who are productive to the line of business at least part of their day, but are still in training 3.2.4. Leave of Absence ("LOA") FTE, which includes all FTEs who cannot be classified into Production, Training, or GMA. 3.3. T-Mobile will regularly prepare and deliver to StarTek the following forecasts for the services to support the proper planning of the infrastructure required to support the programs: 3.3.1. T-Mobile shall deliver a [**] rolling informational forecast to StarTek on or before the 15th day of each month (the "[**]"), which shall contain forecasted [**] call volumes. 3.3.2. T-Mobile shall deliver a final forecast to the StarTek no less than 45 days before the 1st day of each [**] for which the forecast is made, which shall contain a [**] daily call volume and Average Handle Time ("AHT") forecast by [**] interval (the "Final Forecast"). The Final Forecast will contain an updated [**] call volume and AHT forecasts, which will vary no more than [**] in call volume each day from the [**]. If the Final Forecast is not delivered in a timely fashion with respect to a particular month, the appropriate [**] rolling informational forecast shall be the Final Forecast for such [**]. 3.3.3. For informational purposes only, T-Mobile shall deliver a [**] forecast. 3.4. StarTek will use [**] call volume forecasts provided by T-Mobile as the Final Forecast in accordance with this Agreement. This process is known as Interval Forecasting. StarTek will schedule the appropriate number of FTEs in [**] intervals to meet service levels outlined in the T-Mobile Final Forecast. This process is known as Interval Scheduling. StarTek will provide Interval Scheduling plans to T-Mobile as a [**] look ahead after receiving a Final Forecast from T-Mobile. These Interval Scheduling plans will illustrate how StarTek plans to meet the Key Performance Indicator (KPI) Service Level. The documented plans will include the number of required FTEs to meet the KPI Service Level, the number of scheduled agents, and the [**] Service Level Objectives. 3.5. StarTek will provide to T-Mobile USA all assumptions used to translate forecasts into scheduled FTEFTEs. 3.53.6. T-Mobile and StarTek will cooperatively manage [**] schedule adjustments to manage actual call volumes. 3.7. T-Mobile and StarTek will mutually agree upon and participate in the preparation of other work call volume forecasts, as reasonably required for the successful performance of the Programs in this line of businessPrograms. These may include, without limitation, [**]. As part of the support structure, StarTek will provide a National Resource Planning Analyst who will, among other things, assist T-Mobile in the development of work call volume forecasts. 3.63.8. StarTek will recruit, train, and staff to a minimum of [**] of the forecasted FTE and be able to handle [**] of the forecasted work call volume. If the Final Forecast for a particular [**] is [**] or more of the Final Forecast for the proceeding [**], StarTek USA, Inc. may add additional staff to service such increase with the prior consent of T-Mobile, which consent shall not be unreasonably withheld. 3.73.9. If the Production FTE count falls [**] below the forecasted required FTE, StarTek will recruit and hire agents to back-fill the attritionattrition as long as T-Mobile is delivering a minimum of [**] of forecasted volume. The recruited agents must start training within fourteen (14) [**] days of exceeding threshold. The associated training costs are the responsibility of the StarTek and are not billable to T-Mobile.[**] 3.83.10. If the FTE requirement drops [**] ], T-Mobile will work with StarTek in good faith to back-fill with additional business [**] as StarTek StarTek, Inc. ramps down to the required FTEs. T-Mobile and StarTek will mutually agree in writing on the number of FTEs that will be included in the ramp down. 3.11. The forecasts referred to above shall in no way represent a commitment from T-Mobile to provide volumes to StarTek, except for purposes of amounts payable by T-Mobile to StarTek as provided in this Section 3.12. 3.12. Amounts payable to StarTek hereunder and the KPI calculation shall be based upon the following: 3.12.1. When the [**] exceeds [**] of Final Forecast then StarTek shall be paid for the [**] 3.12.2. When the [**] is less than [**] of the Final Forecasted call volume, and StarTek is staffed at no less than [**] of the required Final Forecasted FTE, then StarTek shall be paid according to the following formula: [**].