SEGMENT INFORMATION

3 Months Ended

Mar. 31, 2013

SEGMENT INFORMATION [ABSTRACT]

SEGMENT INFORMATION

(3)SEGMENT INFORMATION

The Company reports 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 TSG; and
• the Customer Strategy Services segment includes the customer experience strategy and data analytics offerings.

The Company allocates to each segment its portion of corporate operating expenses.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):

Quarter Ended March 31, 2013
			Gross Revenue		Intersegment Sales		Net Revenue		Depreciation & Amortization		Income (Loss) from Operations
Customer Management Services		$	222,889	$	(307)	$	222,582	$	7,862	$	20,731
Customer Growth Services			22,856		-		22,856		697		1,276
Customer Technology Services			33,646		(84)		33,562		1,516		2,898
Customer Strategy Services			9,930		(547)		9,383		480		(1,907)
	Total	$	289,321	$	(938)	$	288,383	$	10,555	$	22,998
Quarter Ended March 31, 2012
			Gross Revenue		Intersegment Sales		Net Revenue		Depreciation & Amortization		Income (Loss) from Operations
Customer Management Services		$	234,876	$	-	$	234,876	$	8,160	$	16,707
Customer Growth Services			22,764		-		22,764		800		(2,130)
Customer Technology Services			26,199		(647)		25,552		805		3,679
Customer Strategy Services			10,363		(901)		9,462		351		494
	Total	$	294,202	$	(1,548)	$	292,654	$	10,116	$	18,750

			Three Months Ended March 31,
			2013		2012
Capital Expenditures
	Customer Management Services		$	2,286	$	5,262
	Customer Growth Services			316		546
	Customer Technology Services			1,328		539
	Customer Strategy Services			175		137
		Total	$	4,105	$	6,484
			March 31, 2013		December 31, 2012
Total Assets
	Customer Management Services		$	588,076	$	588,627
	Customer Growth Services			54,906		54,164
	Customer Technology Services			149,416		148,043
	Customer Strategy Services			55,097		56,339
		Total	$	847,495	$	847,173
			March 31, 2013		December 31, 2012
Goodwill
	Customer Management Services		$	20,322	$	20,288
	Customer Growth Services			24,439		24,439
	Customer Technology Services			39,069		38,591
	Customer Strategy Services			11,361		11,361
		Total	$	95,191	$	94,679

The following table presents revenue based upon the geographic location where the services are provided (amounts in thousands):

			Three Months Ended March 31,
			2013		2012
Revenue
	United States		$	131,747	$	110,576
	Philippines			86,108		78,665
	Latin America			45,028		47,896
	Europe / Middle East / Africa			16,984		38,366
	Canada			4,290		12,953
	Asia Pacific			4,226		4,198
		Total	$	288,383	$	292,654