XML 32 R32.htm IDEA: XBRL DOCUMENT
v2.4.0.6

SEGMENT INFORMATION (SEGMENT FINANCIALS) (DETAILS) (USD $) In Thousands, unless otherwise specified | 3 Months Ended | 6 Months Ended |
--- | --- | --- | ---
Jun. 30, 2012 | Jun. 30, 2011 | Jun. 30, 2012 | Jun. 30, 2011 | Dec. 31, 2011
Segment Reporting Information [Line Items] |  |  |  |  |
Gross Revenue | $ 289,735 | $ 293,636 | $ 584,221 | $ 574,615 |
Intersegment Sales | (937) | 0 | (2,769) | 0 |
Net Revenue | 288,798 | 293,636 | 581,452 | 574,615 |
Depreciation & Amortization | 10,229 | 11,423 | 20,345 | 23,021 |
Income (Loss) from Operations | 6,446 | 24,629 | 25,196 | 46,119 |
Capital Expenditures | 10,994 | 8,492 | 17,478 | 12,362 |
Total Assets | 784,952 |  | 784,952 |  | 746,978
Goodwill | 72,057 |  | 72,057 |  | 70,844
Customer Management Services |  |  |  |  |
Segment Reporting Information [Line Items] |  |  |  |  |
Gross Revenue | 229,401 | 248,207 | 464,277 | 494,280 |
Intersegment Sales | 0 | 0 | 0 | 0 |
Net Revenue | 229,401 | 248,207 | 464,277 | 494,280 |
Depreciation & Amortization | 5,890 | 7,305 | 12,030 | 15,736 |
Income (Loss) from Operations | 28,563 | 49,588 | 74,269 | 97,839 |
Capital Expenditures | 7,336 | 4,958 | 12,982 | 7,079 |
Total Assets | 496,401 |  | 496,401 |  | 479,818
Goodwill | 20,228 |  | 20,228 |  | 20,594
Customer Growth Services |  |  |  |  |
Segment Reporting Information [Line Items] |  |  |  |  |
Gross Revenue | 24,409 | 23,483 | 47,173 | 45,626 |
Intersegment Sales | 0 | 0 | 0 | 0 |
Net Revenue | 24,409 | 23,483 | 47,173 | 45,626 |
Depreciation & Amortization | 631 | 766 | 1,196 | 1,552 |
Income (Loss) from Operations | 4,212 | 4,594 | 5,291 | 7,576 |
Capital Expenditures | 524 | 94 | 893 | 200 |
Total Assets | 46,241 |  | 46,241 |  | 50,950
Goodwill | 24,439 |  | 24,439 |  | 24,439
Customer Technology Services |  |  |  |  |
Segment Reporting Information [Line Items] |  |  |  |  |
Gross Revenue | 25,578 | 11,660 | 52,062 | 16,317 |
Intersegment Sales | (622) | 0 | (1,553) | 0 |
Net Revenue | 24,956 | 11,660 | 50,509 | 16,317 |
Depreciation & Amortization | 678 | 448 | 1,465 | 517 |
Income (Loss) from Operations | 4,103 | 3,156 | 7,808 | 5,868 |
Capital Expenditures | 375 | 45 | 701 | 115 |
Total Assets | 77,865 |  | 77,865 |  | 70,745
Goodwill | 19,648 |  | 19,648 |  | 18,516
Customer Strategy Services |  |  |  |  |
Segment Reporting Information [Line Items] |  |  |  |  |
Gross Revenue | 10,347 | 10,286 | 20,709 | 18,392 |
Intersegment Sales | (315) | 0 | (1,216) | 0 |
Net Revenue | 10,032 | 10,286 | 19,493 | 18,392 |
Depreciation & Amortization | 341 | 309 | 690 | 607 |
Income (Loss) from Operations | 316 | 1,309 | 847 | 1,773 |
Capital Expenditures | 18 | 0 | 84 | 138 |
Total Assets | 50,339 |  | 50,339 |  | 42,882
Goodwill | 7,742 |  | 7,742 |  | 7,295
Reportable Segments |  |  |  |  |
Segment Reporting Information [Line Items] |  |  |  |  |
Gross Revenue | 289,735 | 293,636 | 584,221 | 574,615 |
Intersegment Sales | (937) | 0 | (2,769) | 0 |
Net Revenue | 288,798 | 293,636 | 581,452 | 574,615 |
Depreciation & Amortization | 7,540 | 8,828 | 15,381 | 18,412 |
Income (Loss) from Operations | 37,194 | 58,647 | 88,215 | 113,056 |
Corporate |  |  |  |  |
Segment Reporting Information [Line Items] |  |  |  |  |
Gross Revenue | 0 | 0 | 0 | 0 |
Intersegment Sales | 0 | 0 | 0 | 0 |
Net Revenue | 0 | 0 | 0 | 0 |
Depreciation & Amortization | 2,689 | 2,595 | 4,964 | 4,609 |
Income (Loss) from Operations | (30,748) | (34,018) | (63,019) | (66,937) |
Capital Expenditures | 2,741 | 3,395 | 2,818 | 4,830 |
Total Assets | $ 114,106 |  | $ 114,106 |  | $ 102,583

X
- Definition Total expenditures for additions to long-lived assets other than financial instruments, long-term customer relationships of a financial institution, mortgage and other servicing rights, deferred policy acquisition costs, and deferred tax assets of the reportable segment; if the amount: (a) is included in the determination of segment assets reviewed by the chief operating decision maker or (b) is otherwise regularly provided to the chief operating decision maker, even if not included in the determination of segment assets. + References Reference 1: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Statement of Financial Accounting Standard (FAS) -Number 131 -Paragraph 28 -Subparagraph b -LegacyDoc This reference is SUPERSEDED by the Accounting Standards Codification effective for interim and annual periods ending after September 15, 2009. This reference is included to help users transition from the previous accounting hierarchy and will be removed from future versions of this taxonomy. + Details
Name: | us-gaap_AdditionsToNoncurrentAssets
Namespace Prefix: | us-gaap_
Data Type: | xbrli:monetaryItemType
Balance Type: | debit
Period Type: | duration

X
- Definition Sum of the carrying amounts as of the balance sheet date of all assets that are recognized. Assets are probable future economic benefits obtained or controlled by an entity as a result of past transactions or events. + References Reference 1: http://www.xbrl.org/2003/role/presentationRef -Publisher SEC -Name Regulation S-X (SX) -Number 210 -Article 7 -Section 03 -Paragraph 12 Reference 2: http://www.xbrl.org/2003/role/presentationRef -Topic 210 -SubTopic 10 -URI http://asc.fasb.org/extlink&oid=6877327&loc=d3e13212-122682 -Section S99 -Name Accounting Standards Codification -Publisher FASB -Paragraph 1 Reference 3: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Statement of Financial Accounting Concepts (CON) -Number 6 -Paragraph 25 -LegacyDoc This reference is SUPERSEDED by the Accounting Standards Codification effective for interim and annual periods ending after September 15, 2009. This reference is included to help users transition from the previous accounting hierarchy and will be removed from future versions of this taxonomy. Reference 4: http://www.xbrl.org/2003/role/presentationRef -Publisher SEC -Name Regulation S-X (SX) -Number 210 -Section 02 -Paragraph 18 -Article 5 Reference 5: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Accounting Standards Codification -Topic 210 -SubTopic 10 -Section S99 -Paragraph 1 -Subparagraph (SX 210.5-02.18) -URI http://asc.fasb.org/extlink&oid=6877327&loc=d3e13212-122682 + Details
Name: | us-gaap_Assets
Namespace Prefix: | us-gaap_
Data Type: | xbrli:monetaryItemType
Balance Type: | debit
Period Type: | instant

X
- Definition The current period expense charged against earnings on long-lived, physical assets not used in production, and which are not intended for resale, to allocate or recognize the cost of such assets over their useful lives; or to record the reduction in book value of an intangible asset over the benefit period of such asset; or to reflect consumption during the period of an asset that is not used in production. + References Reference 1: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Accounting Standards Codification -Topic 230 -SubTopic 10 -Section 45 -Paragraph 28 -Subparagraph (b) -URI http://asc.fasb.org/extlink&oid=6943989&loc=d3e3602-108585 Reference 2: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Statement of Financial Accounting Standard (FAS) -Number 95 -Paragraph 28 -LegacyDoc This reference is SUPERSEDED by the Accounting Standards Codification effective for interim and annual periods ending after September 15, 2009. This reference is included to help users transition from the previous accounting hierarchy and will be removed from future versions of this taxonomy. Reference 3: http://www.xbrl.org/2003/role/presentationRef -Publisher AICPA -Name Accounting Principles Board Opinion (APB) -Number 12 -Paragraph 5 -LegacyDoc This reference is SUPERSEDED by the Accounting Standards Codification effective for interim and annual periods ending after September 15, 2009. This reference is included to help users transition from the previous accounting hierarchy and will be removed from future versions of this taxonomy. Reference 4: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Accounting Standards Codification -Topic 360 -SubTopic 10 -Section 50 -Paragraph 1 -Subparagraph (a) -URI http://asc.fasb.org/extlink&oid=6391035&loc=d3e2868-110229 + Details
Name: | us-gaap_DepreciationAndAmortization
Namespace Prefix: | us-gaap_
Data Type: | xbrli:monetaryItemType
Balance Type: | debit
Period Type: | duration

X
- Definition Carrying amount as of the balance sheet date, which is the cumulative amount paid and (if applicable) the fair value of any noncontrolling interest in the acquiree, adjusted for any amortization recognized prior to the adoption of any changes in generally accepted accounting principles (as applicable) and for any impairment charges, in excess of the fair value of net assets acquired in one or more business combination transactions. + References Reference 1: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Statement of Financial Accounting Standard (FAS) -Number 142 -Paragraph 45 -Subparagraph e -Clause 1 -LegacyDoc This reference is SUPERSEDED by the Accounting Standards Codification effective for interim and annual periods ending after September 15, 2009. This reference is included to help users transition from the previous accounting hierarchy and will be removed from future versions of this taxonomy. Reference 2: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Statement of Financial Accounting Standard (FAS) -Number 142 -Paragraph 43 -LegacyDoc This reference is SUPERSEDED by the Accounting Standards Codification effective for interim and annual periods ending after September 15, 2009. This reference is included to help users transition from the previous accounting hierarchy and will be removed from future versions of this taxonomy. Reference 3: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Statement of Financial Accounting Standard (FAS) -Number 141R -Paragraph 68 -Subparagraph l -LegacyDoc This reference is SUPERSEDED by the Accounting Standards Codification effective for interim and annual periods ending after September 15, 2009. This reference is included to help users transition from the previous accounting hierarchy and will be removed from future versions of this taxonomy. Reference 4: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Statement of Financial Accounting Standard (FAS) -Number 142 -Paragraph 45 -Subparagraph e -LegacyDoc This reference is SUPERSEDED by the Accounting Standards Codification effective for interim and annual periods ending after September 15, 2009. This reference is included to help users transition from the previous accounting hierarchy and will be removed from future versions of this taxonomy. Reference 5: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Statement of Financial Accounting Standard (FAS) -Number 141R -Paragraph 34 -LegacyDoc This reference is SUPERSEDED by the Accounting Standards Codification effective for interim and annual periods ending after September 15, 2009. This reference is included to help users transition from the previous accounting hierarchy and will be removed from future versions of this taxonomy. Reference 6: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Accounting Standards Codification -Topic 350 -SubTopic 20 -Section 50 -Paragraph 1 -URI http://asc.fasb.org/extlink&oid=6905597&loc=d3e13816-109267 Reference 7: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Accounting Standards Codification -Topic 350 -SubTopic 20 -Section 45 -Paragraph 1 -URI http://asc.fasb.org/extlink&oid=6388280&loc=d3e13770-109266 Reference 8: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Statement of Financial Accounting Standard (FAS) -Number 141R -Paragraph 72 -Subparagraph d -LegacyDoc This reference is SUPERSEDED by the Accounting Standards Codification effective for interim and annual periods ending after September 15, 2009. This reference is included to help users transition from the previous accounting hierarchy and will be removed from future versions of this taxonomy. + Details
Name: | us-gaap_Goodwill
Namespace Prefix: | us-gaap_
Data Type: | xbrli:monetaryItemType
Balance Type: | debit
Period Type: | instant

X
- Definition The net result for the period of deducting operating expenses from operating revenues. + References No definition available. + Details
Name: | us-gaap_OperatingIncomeLoss
Namespace Prefix: | us-gaap_
Data Type: | xbrli:monetaryItemType
Balance Type: | credit
Period Type: | duration

X
- Definition Amount of revenue from transactions with other operating segments of the same entity. + References Reference 1: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Statement of Financial Accounting Standard (FAS) -Number 131 -Paragraph 27 -Subparagraph b -LegacyDoc This reference is SUPERSEDED by the Accounting Standards Codification effective for interim and annual periods ending after September 15, 2009. This reference is included to help users transition from the previous accounting hierarchy and will be removed from future versions of this taxonomy. + Details
Name: | us-gaap_RevenuesFromTransactionsWithOtherOperatingSegmentsOfSameEntity
Namespace Prefix: | us-gaap_
Data Type: | xbrli:monetaryItemType
Balance Type: | credit
Period Type: | duration

X
- Definition Aggregate revenue during the period from services rendered in the normal course of business, after deducting allowances and discounts. + References Reference 1: http://www.xbrl.org/2003/role/presentationRef -Publisher SEC -Name Regulation S-X (SX) -Number 210 -Article 5 -Section 03 -Paragraph 1 Reference 2: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Accounting Standards Codification -Topic 225 -SubTopic 10 -Section S99 -Paragraph 2 -Subparagraph (SX 210.5-03.1(d)) -URI http://asc.fasb.org/extlink&oid=6880815&loc=d3e20235-122688 + Details
Name: | us-gaap_SalesRevenueServicesNet
Namespace Prefix: | us-gaap_
Data Type: | xbrli:monetaryItemType
Balance Type: | credit
Period Type: | duration

X
- Details
Name: | us-gaap_SegmentReportingInformationLineItems
Namespace Prefix: | us-gaap_
Data Type: | xbrli:stringItemType
Balance Type: | na
Period Type: | duration

X
- Definition Amount of total revenue for the reportable segments, including revenue from external customers, transactions with other operating segments of the same entity, and (gross) interest revenue. All considered to be "operating revenue" for purposes of the taxonomy. + References Reference 1: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Statement of Financial Accounting Standard (FAS) -Number 131 -Paragraph 27 -Subparagraph a, b, c -LegacyDoc This reference is SUPERSEDED by the Accounting Standards Codification effective for interim and annual periods ending after September 15, 2009. This reference is included to help users transition from the previous accounting hierarchy and will be removed from future versions of this taxonomy. Reference 2: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -SubTopic 10 -Section 50 -Paragraph 22 -Subparagraph (a),(b),(c) -URI http://asc.fasb.org/extlink&oid=6534315&loc=d3e8736-108599 + Details
Name: | us-gaap_SegmentReportingInformationRevenue
Namespace Prefix: | us-gaap_
Data Type: | xbrli:monetaryItemType
Balance Type: | credit
Period Type: | duration