SEGMENT INFORMATION

9 Months Ended

Sep. 30, 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,including certain acquired assets of the digital marketing business of WebMetro;
• the Customer Technology Services segment includes the system integration and 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):

Three Months Ended September 30, 2013
			Gross Revenue		Intersegment Sales		Net Revenue		Depreciation & Amortization		Income (Loss) from Operations
Customer Management Services		$	217,347	$	(312)	$	217,035	$	8,322	$	17,944
Customer Growth Services			25,893		-		25,893		1,148		588
Customer Technology Services			40,712		(63)		40,649		1,538		5,165
Customer Strategy Services			13,418		-		13,418		455		2,264
	Total	$	297,370	$	(375)	$	296,995	$	11,463	$	25,961
Three Months Ended September 30, 2012
			Gross Revenue		Intersegment Sales		Net Revenue		Depreciation & Amortization		Income (Loss) from Operations
Customer Management Services		$	224,041	$	-	$	224,041	$	8,349	$	21,001
Customer Growth Services			28,200		-		28,200		1,201		2,487
Customer Technology Services			25,219		(2,876)		22,343		794		3,054
Customer Strategy Services			11,913		(229)		11,684		351		819
	Total	$	289,373	$	(3,105)	$	286,268	$	10,695	$	27,361
Nine Months Ended September 30, 2013
			Gross Revenue		Intersegment Sales		Net Revenue		Depreciation & Amortization		Income (Loss) from Operations
Customer Management Services		$	661,201	$	(943)	$	660,258	$	24,716	$	55,140
Customer Growth Services			71,148		-		71,148		2,622		1,244
Customer Technology Services			111,075		(220)		110,855		4,543		13,882
Customer Strategy Services			33,604		(795)		32,809		1,400		(1,632)
	Total	$	877,028	$	(1,958)	$	875,070	$	33,281	$	68,634
Nine Months Ended September 30, 2012
			Gross Revenue		Intersegment Sales		Net Revenue		Depreciation & Amortization		Income (Loss) from Operations
Customer Management Services		$	688,318	$	-	$	688,318	$	24,811	$	38,438
Customer Growth Services			75,373		-		75,373		2,899		1,409
Customer Technology Services			76,570		(3,719)		72,851		2,286		11,089
Customer Strategy Services			32,623		(1,445)		31,178		1,044		1,621
	Total	$	872,884	$	(5,164)	$	867,720	$	31,040	$	52,557

			Three Months Ended September 30,				Nine Months Ended September 30,
			2013		2012		2013		2012
Capital Expenditures
	Customer Management Services		$	15,108	$	11,752	$	25,504	$	27,171
	Customer Growth Services			1,274		2,385		2,025		3,428
	Customer Technology Services			1,642		1,346		3,930		2,216
	Customer Strategy Services			148		298		373		444
		Total	$	18,172	$	15,781	$	31,832	$	33,259
			September 30, 2013		December 31, 2012
Total Assets
	Customer Management Services		$	547,320	$	588,627
	Customer Growth Services			85,924		54,164
	Customer Technology Services			155,466		148,043
	Customer Strategy Services			49,659		56,339
		Total	$	838,369	$	847,173
			September 30, 2013		December 31, 2012
Goodwill
	Customer Management Services		$	19,981	$	20,288
	Customer Growth Services			29,481		24,439
	Customer Technology Services			39,146		38,591
	Customer Strategy Services			10,087		11,361
		Total	$	98,695	$	94,679

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

			Three Months Ended September 30,				Nine Months Ended September 30,
			2013		2012		2013		2012
Revenue
	United States		$	137,205	$	119,572	$	401,294	$	342,005
	Philippines			89,206		83,299		263,365		245,301
	Latin America			43,343		47,914		132,673		142,069
	Europe / Middle East / Africa			18,929		22,164		52,551		93,614
	Asia Pacific			4,504		4,955		13,087		13,126
	Canada			3,808		8,364		12,100		31,605
		Total	$	296,995	$	286,268	$	875,070	$	867,720