SEGMENT INFORMATION

12 Months Ended

Dec. 31, 2015

SEGMENT INFORMATION [ABSTRACT]

SEGMENT INFORMATION

(3)SEGMENT INFORMATION

The Company reports the following four segments:

· the CMS 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 CGS segment provides technology-enabled sales and marketing solutions that support revenue generation across the customer lifecycle, including sales advisory, search engine optimization, digital demand generation, lead qualification, and acquisition sales, growth and retention services;

· the CTS segment includes operational and design consulting, systems integration, and cloud and on-premise managed services, the requirements needed to design, deliver and maintain best-in-class multichannel customer engagement platforms; and

· the CSS segment provides professional services in customer experience strategy, customer intelligence analytics, system and operational process optimization, and culture development and knowledge management.

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 (in thousands):

Year Ended December 31, 2015

							Depreciation
	Gross		Intersegment		Net		&		Income from
	Revenue		Sales		Revenue		Amortization		Operations
Customer Management Services	$	913,272	$	—	$	913,272	$	44,633	$	58,018
Customer Growth Services		129,021		—		129,021		6,065		3,077
Customer Technology Services		157,838		(232)		157,606		9,775		13,339
Customer Strategy Services		86,856		—		86,856		3,335		15,746
Total	$	1,286,987	$	(232)	$	1,286,755	$	63,808	$	90,180

Year Ended December 31, 2014

							Depreciation
	Gross		Intersegment		Net		&		Income from
	Revenue		Sales		Revenue		Amortization		Operations
Customer Management Services	$	923,497	$	—	$	923,497	$	40,577	$	76,792
Customer Growth Services		115,434		—		115,434		6,048		7,255
Customer Technology Services		139,218		(36)		139,182		7,489		4,519
Customer Strategy Services		63,668		—		63,668		2,424		7,909
Total	$	1,241,817	$	(36)	$	1,241,781	$	56,538	$	96,475

Year Ended December 31, 2013

							Depreciation
	Gross		Intersegment		Net		&		Income from
	Revenue		Sales		Revenue		Amortization		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

	For the Year Ended December 31,
	2015		2014		2013
Capital Expenditures
Customer Management Services	$	56,570	$	49,630	$	40,007
Customer Growth Services		4,681		3,195		3,421
Customer Technology Services		4,216		14,423		6,450
Customer Strategy Services		1,128		393		486
Total	$	66,595	$	67,641	$	50,364

	December 31,
	2015		2014		2013
Total Assets
Customer Management Services	$	512,100	$	514,957	$	554,015
Customer Growth Services		75,291		88,394		86,416
Customer Technology Services		159,850		159,441		157,040
Customer Strategy Services		96,086		89,683		44,871
Total	$	843,327	$	852,475	$	842,342
	December 31,
	2015		2014		2013
Goodwill
Customer Management Services	$	22,009	$	25,871	$	19,819
Customer Growth Services		24,439		30,395		30,128
Customer Technology Services		42,709		42,709		42,709
Customer Strategy Services		25,026		29,730		10,087
Total	$	114,183	$	128,705	$	102,743

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

	As of and for the
	Year Ended December 31,
	2015		2014		2013
Revenue
United States	$	679,959	$	603,297	$	556,239
Philippines		343,013		348,339		354,942
Latin America		147,267		172,270		176,906
Europe / Middle East / Africa		78,182		83,944		72,644
Asia Pacific		32,554		28,294		18,489
Canada		5,780		5,637		13,937
Total	$	1,286,755	$	1,241,781	$	1,193,157
Property, plant and equipment, gross
United States	$	415,918	$	382,508	$	337,311
Philippines		140,712		119,482		101,123
Latin America		49,464		67,193		75,618
Europe / Middle East / Africa		14,567		13,367		12,311
Asia Pacific		23,181		26,502		28,195
Canada		16,239		19,299		20,941
Total	$	660,081	$	628,351	$	575,499
Other long-term assets
United States	$	34,007	$	27,728	$	34,891
Philippines		5,220		5,202		4,408
Latin America		1,161		1,456		5,299
Europe / Middle East / Africa		811		692		311
Asia Pacific		165		1,309		779
Canada		1,122		271		38
Total	$	42,486	$	36,658	$	45,726