(11)RESTRUCTURING CHARGES AND IMPAIRMENT LOSSES

Restructuring Charges

During the years ended December 31, 2015, 2014 and 2013, the Company undertook a number of restructuring activities primarily associated with reductions in the Company’s capacity and workforce in several of its segments to better align the capacity and workforce with current business needs.

A summary of the expenses recorded in Restructuring, net in the accompanying Consolidated Statements of Comprehensive Income for the years ended December 31, 2015, 2014 and 2013, respectively, is as follows (in thousands):


	Year Ended December 31,
	2015		2014		2013
Reduction in force
Customer Management Services	$	1,482	$	2,182	$	3,832
Customer Growth Services		22		56		43
Customer Technology Services		13		709		73
Customer Strategy Services		297		389		189
Total	$	1,814	$	3,336	$	4,137


	Year Ended December 31,
	2015		2014		2013
Facility exit charges
Customer Management Services	$	—	$	14	$	298
Customer Growth Services		—		—		—
Customer Technology Services		—		—		—
Customer Strategy Services		—		—		—
Total	$	—	$	14	$	298

A rollforward of the activity in the Company’s restructuring accruals for the years ended December 31, 2015 and 2014, respectively, is as follows (in thousands):


	Closure of
	Delivery		Reduction
	Centers		in Force		Total

Balance as of December 31, 2013	$	—	$	1,353	$	1,353
Expense		14		3,442		3,456
Payments		(14)		(2,618)		(2,632)
Changes in estimates		—		(106)		(106)
Balance as of December 31, 2014		—		2,071		2,071
Expense		—		1,814		1,814
Payments		—		(2,869)		(2,869)
Changes due to foreign currency		—		(210)		(210)
Changes in estimates		—		—		—
Balance as of December 31, 2015	$	—	$	806	$	806

The remaining restructuring accruals are expected to be paid or extinguished during 2016 and are all classified as current liabilities within Other accrued expenses in the Consolidated Balance Sheets.

Impairment Losses

During each of the periods presented, the Company evaluated the recoverability of its leasehold improvement assets at certain delivery centers. An asset is considered to be impaired when the anticipated undiscounted future cash flows of its asset group are estimated to be less than the asset group’s carrying value. The amount of impairment recognized is the difference between the carrying value of the asset group and its fair value. To determine fair value, the Company used Level 3 inputs in its discounted cash flows analysis. Assumptions included the amount and timing of estimated future cash flows and assumed discount rates. During 2015, 2014 and 2013, the Company recognized impairment losses related to leasehold improvement assets of $0.4 million, $0.4 million, and $0.1 million, respectively, in its Customer Management Services segment.

During the third and fourth quarters of 2015, the Company recorded impairment charges of $3.1 million and $2.8 million, respectively, related to the goodwill balance for the WebMetro reporting unit within the CGS segment. See Note 6 for further information. These expenses were included in the Impairment losses in the Consolidated Statements of Comprehensive Income (Loss).

During the fourth quarter of 2015, the Company recorded an impairment charge of $1.8 million related to the goodwill balance for the Latin America reporting unit within the CMS segment. See Note 6 for further information. This expense was included in the Impairment losses in the Consolidated Statements of Comprehensive Income (Loss).

During the second quarter of 2013, the Company recorded an impairment charge of $1.1 million related to the PRG trade name intangible asset within the CSS segment. See Note 7 for further information. This expense was included in the Impairment losses in the Consolidated Statements of Comprehensive Income (Loss).