SEGMENT INFORMATION

12 Months Ended

Dec. 31, 2012

SEGMENT INFORMATION [ABSTRACT]

SEGMENT INFORMATION

(3)       SEGMENT INFORMATION

Effective January 1, 2012, the Company completed certain changes focused on streamlining the organization to more closely align the Company's reporting structure with its products and services and to increase management accountability. Beginning in the first quarter of 2012, the Company will now report the following four segments:

• the Customer Management Services segment includes the customer experience delivery solutions which integrate innovative technology with highly-trained customer experience professionals to optimize the customer experience across all channels and all stages of the customer lifecycle from an onshore, offshore or work-from-home environment;
• the Customer Growth Services segment includes the technology-enabled sales and marketing business;
• the Customer Technology Services segment includes the hosted and managed technology offerings, including certain acquired assets of eLoyalty; and
• the Customer Strategy Services segment includes the customer experience strategy and data analytics offerings.

The Company revised previously reported segment information to conform to its new segments in effect as of January 1, 2012.

All intercompany transactions between the reported segments for the periods presented have been eliminated.

The following tables present certain financial data by segment (amounts in thousands):

Year Ended December 31, 2012
			Gross Revenue		Intersegment Sales		Net Revenue		Depreciation & Amortization		Income (Loss) from Operations
Customer Management Services		$	923,774	$	-	$	923,774	$	32,715	$	60,271
Customer Growth Services			100,846		(74)		100,772		3,903		2,258
Customer Technology Services			101,430		(4,582)		96,848		3,026		15,714
Customer Strategy Services			43,358		(1,771)		41,587		1,522		302
	Total	$	1,169,408	$	(6,427)	$	1,162,981	$	41,166	$	78,545
Year Ended December 31, 2011
			Gross Revenue		Intersegment Sales		Net Revenue		Depreciation & Amortization		Income (Loss) from Operations
Customer Management Services		$	983,627	$	-	$	983,627	$	37,561	$	71,945
Customer Growth Services			95,629		-		95,629		3,714		6,387
Customer Technology Services			68,333		(1,355)		66,978		2,515		13,652
Customer Strategy Services			33,154		-		33,154		1,099		1,470
	Total	$	1,180,743	$	(1,355)	$	1,179,388	$	44,889	$	93,454
Year Ended December 31, 2010
			Gross Revenue		Intersegment Sales		Net Revenue		Depreciation & Amortization		Income (Loss) from Operations
Customer Management Services		$	1,001,520	$	-	$	1,001,520	$	46,444	$	62,403
Customer Growth Services			78,991		-		78,991		3,579		4,305
Customer Technology Services			12,123		-		12,123		157		7,316
Customer Strategy Services			2,272		-		2,272		38		(279)
	Total	$	1,094,906	$	-	$	1,094,906	$	50,218	$	73,745

			As of and for the Year Ended December 31,
				2012		2011		2010
Capital Expenditures
	Customer Management Services			$	32,736	$	33,931	$	24,446
	Customer Growth Services				3,983		2,346		2,326
	Customer Technology Services				3,390		1,842		10
	Customer Strategy Services				544		548		18
		Total		$	40,653	$	38,667	$	26,800
Total Assets
	Customer Management Services			$	588,627	$	567,852	$	558,946
	Customer Growth Services				54,164		56,038		57,404
	Customer Technology Services				148,043		78,823		1,207
	Customer Strategy Services				56,339		44,265		43,066
		Total		$	847,173	$	746,978	$	660,623
Goodwill
	Customer Management Services			$	20,288	$	20,594	$	21,017
	Customer Growth Services				24,439		24,439		24,439
	Customer Technology Services				38,591		18,516		-
	Customer Strategy Services				11,361		7,295		7,251
		Total		$	94,679	$	70,844	$	52,707

The following tables present certain financial data based upon the geographic location where the services are provided (amounts in thousands):

			As of and for the
			Year Ended December 31,
			2012		2011		2010
Revenue
United States		$	474,236	$	405,424	$	406,652
Philippines			334,541		336,710		292,726
Latin America			188,071		206,986		203,420
Europe / Middle East / Africa			111,304		161,782		120,643
Canada			37,177		51,186		52,396
Asia Pacific			17,652		17,300		19,069
	Total	$	1,162,981	$	1,179,388	$	1,094,906
Property, plant and equipment, gross
United States		$	311,904	$	280,469	$	274,335
Philippines			107,676		100,048		88,513
Latin America			70,915		81,070		88,984
Europe / Middle East / Africa			8,767		20,186		25,261
Canada			25,908		25,788		29,697
Asia Pacific			29,884		27,630		27,100
	Total	$	555,054	$	535,191	$	533,890
Other long-term assets
United States		$	73,979	$	41,889	$	14,417
Philippines			4,124		3,852		2,906
Latin America			4,696		1,048		1,143
Europe / Middle East / Africa			15,487		13,686		17,241
Canada			95		212		113
Asia Pacific			1,004		1,466		1,626
	Total	$	99,385	$	62,153	$	37,446