SEGMENT INFORMATION

12 Months Ended

Dec. 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, 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):

Year Ended December 31, 2013
			Gross Revenue		Intersegment Sales		Net Revenue		Depreciation & Amortization		Income from Operations
Customer Management Services		$	892,145	$	(1,262)	$	890,883	$	33,884	$	75,689
Customer Growth Services			100,996		-		100,996		4,127		3,024
Customer Technology Services			152,769		(284)		152,485		6,201		19,965
Customer Strategy Services			49,643		(850)		48,793		1,852		2,721
	Total	$	1,195,553	$	(2,396)	$	1,193,157	$	46,064	$	101,399
Year Ended December 31, 2012
			Gross Revenue		Intersegment Sales		Net Revenue		Depreciation & Amortization		Income from Operations
Customer Management Services		$	923,774	$	-	$	923,774	$	32,714	$	60,271
Customer Growth Services			100,846		(74)		100,772		3,904		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 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

			As of and for the Year Ended December 31,
				2013		2012		2011
Capital Expenditures
	Customer Management Services			$	40,007	$	32,736	$	33,931
	Customer Growth Services				3,421		3,983		2,346
	Customer Technology Services				6,450		3,390		1,842
	Customer Strategy Services				486		544		548
		Total		$	50,364	$	40,653	$	38,667
Total Assets
	Customer Management Services			$	554,015	$	588,627	$	567,852
	Customer Growth Services				86,416		54,164		56,038
	Customer Technology Services				157,040		152,500		78,823
	Customer Strategy Services				44,871		56,339		44,265
		Total		$	842,342	$	851,630	$	746,978
Goodwill
	Customer Management Services			$	19,819	$	20,288	$	20,594
	Customer Growth Services				30,128		24,439		24,439
	Customer Technology Services				42,709		42,153		18,516
	Customer Strategy Services				10,087		11,361		7,295
		Total		$	102,743	$	98,241	$	70,844

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,
			2013		2012		2011
Revenue
United States		$	556,239	$	474,236	$	405,424
Philippines			354,942		334,541		336,710
Latin America			176,906		188,071		206,986
Europe / Middle East / Africa			72,644		111,304		161,782
Asia Pacific			18,489		17,652		17,300
Canada			13,937		37,177		51,186
	Total	$	1,193,157	$	1,162,981	$	1,179,388
Property, plant and equipment, gross
United States		$	337,311	$	311,904	$	280,469
Philippines			101,123		107,676		100,048
Latin America			75,618		70,915		81,070
Europe / Middle East / Africa			12,311		8,767		20,186
Asia Pacific			28,195		29,884		27,630
Canada			20,941		25,908		25,788
	Total	$	575,499	$	555,054	$	535,191
Other long-term assets
United States		$	33,249	$	34,118	$	21,050
Philippines			4,408		4,124		3,852
Latin America			5,299		4,696		1,048
Europe / Middle East / Africa			311		887		848
Asia Pacific			779		1,004		1,466
Canada			38		95		212
	Total	$	44,084	$	44,924	$	28,476