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SEGMENT INFORMATION | 12 Months Ended
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Dec. 31, 2012
SEGMENT INFORMATION [ABSTRACT] |
SEGMENT INFORMATION | (3) SEGMENT INFORMATION Effective January 1, 2012, the Company completed certain changes focused on streamlining the organization to more closely align the Company's reporting structure with its products and services and to increase management accountability. Beginning in the first quarter of 2012, the Company will now report 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; the Customer Technology Services segment includes the hosted and managed technology offerings, including certain acquired assets of eLoyalty; and the Customer Strategy Services segment includes the customer experience strategy and data analytics offerings. The Company revised previously reported segment information to conform to its new segments in effect as of January 1, 2012. 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, 2012 |  |  |  |  |  |  |  |  |  |
|  |  | Gross Revenue |  |  | Intersegment Sales |  |  | Net Revenue |  |  | Depreciation & Amortization |  |  | Income (Loss) from Operations
Customer Management Services | $ | 923,774 |  | $ | - |  | $ | 923,774 |  | $ | 32,715 |  | $ | 60,271
Customer Growth Services |  | 100,846 |  |  | (74) |  |  | 100,772 |  |  | 3,903 |  |  | 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 (Loss) 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
Year Ended December 31, 2010 |  |  |  |  |  |  |  |  |  |
|  |  | Gross Revenue |  |  | Intersegment Sales |  |  | Net Revenue |  |  | Depreciation & Amortization |  |  | Income (Loss) from Operations
Customer Management Services | $ | 1,001,520 |  | $ | - |  | $ | 1,001,520 |  | $ | 46,444 |  | $ | 62,403
Customer Growth Services |  | 78,991 |  |  | - |  |  | 78,991 |  |  | 3,579 |  |  | 4,305
Customer Technology Services |  | 12,123 |  |  | - |  |  | 12,123 |  |  | 157 |  |  | 7,316
Customer Strategy Services |  | 2,272 |  |  | - |  |  | 2,272 |  |  | 38 |  |  | (279)
| Total | $ | 1,094,906 |  | $ | - |  | $ | 1,094,906 |  | $ | 50,218 |  | $ | 73,745
|  |  |  |  | As of and for the Year Ended December 31,
|  |  |  |  | 2012 |  | 2011 |  | 2010
Capital Expenditures |  |  |  |  |  |  |  |  |  |  |
| Customer Management Services |  |  |  | $ | 32,736 |  | $ | 33,931 |  | $ | 24,446
| Customer Growth Services |  |  |  |  | 3,983 |  |  | 2,346 |  |  | 2,326
| Customer Technology Services |  |  |  |  | 3,390 |  |  | 1,842 |  |  | 10
| Customer Strategy Services |  |  |  |  | 544 |  |  | 548 |  |  | 18
|  | Total |  |  |  | $ | 40,653 |  | $ | 38,667 |  | $ | 26,800
Total Assets |  |  |  |  |  |  |
| Customer Management Services |  |  |  | $ | 588,627 |  | $ | 567,852 |  | $ | 558,946
| Customer Growth Services |  |  |  |  | 54,164 |  |  | 56,038 |  |  | 57,404
| Customer Technology Services |  |  |  |  | 148,043 |  |  | 78,823 |  |  | 1,207
| Customer Strategy Services |  |  |  |  | 56,339 |  |  | 44,265 |  |  | 43,066
|  | Total |  |  |  | $ | 847,173 |  | $ | 746,978 |  | $ | 660,623
Goodwill |  |  |  |  |  |  |  |  |  |  |
| Customer Management Services |  |  |  | $ | 20,288 |  | $ | 20,594 |  | $ | 21,017
| Customer Growth Services |  |  |  |  | 24,439 |  |  | 24,439 |  |  | 24,439
| Customer Technology Services |  |  |  |  | 38,591 |  |  | 18,516 |  |  | -
| Customer Strategy Services |  |  |  |  | 11,361 |  |  | 7,295 |  |  | 7,251
|  | Total |  |  |  | $ | 94,679 |  | $ | 70,844 |  | $ | 52,707
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,
|  |  | 2012 |  |  | 2011 |  |  | 2010
Revenue |  |  |  |  |  |  |  |
United States | $ | 474,236 |  | $ | 405,424 |  | $ | 406,652
Philippines |  | 334,541 |  |  | 336,710 |  |  | 292,726
Latin America |  | 188,071 |  |  | 206,986 |  |  | 203,420
Europe / Middle East / Africa |  | 111,304 |  |  | 161,782 |  |  | 120,643
Canada |  | 37,177 |  |  | 51,186 |  |  | 52,396
Asia Pacific |  | 17,652 |  |  | 17,300 |  |  | 19,069
| Total | $ | 1,162,981 |  | $ | 1,179,388 |  | $ | 1,094,906
Property, plant and equipment, gross |  |  |  |  |  |  |  |
United States | $ | 311,904 |  | $ | 280,469 |  | $ | 274,335
Philippines |  | 107,676 |  |  | 100,048 |  |  | 88,513
Latin America |  | 70,915 |  |  | 81,070 |  |  | 88,984
Europe / Middle East / Africa |  | 8,767 |  |  | 20,186 |  |  | 25,261
Canada |  | 25,908 |  |  | 25,788 |  |  | 29,697
Asia Pacific |  | 29,884 |  |  | 27,630 |  |  | 27,100
| Total | $ | 555,054 |  | $ | 535,191 |  | $ | 533,890
Other long-term assets |  |  |  |  |  |  |  |
United States | $ | 73,979 |  | $ | 41,889 |  | $ | 14,417
Philippines |  | 4,124 |  |  | 3,852 |  |  | 2,906
Latin America |  | 4,696 |  |  | 1,048 |  |  | 1,143
Europe / Middle East / Africa |  | 15,487 |  |  | 13,686 |  |  | 17,241
Canada |  | 95 |  |  | 212 |  |  | 113
Asia Pacific |  | 1,004 |  |  | 1,466 |  |  | 1,626
| Total | $ | 99,385 |  | $ | 62,153 |  | $ | 37,446

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- Definition The entire disclosure for reporting segments including data and tables. Reportable segments include those that meet any of the following quantitative thresholds a) it's reported revenue, including sales to external customers and intersegment sales or transfers is 10 percent or more of the combined revenue, internal and external, of all operating segments b) the absolute amount of its reported profit or loss is 10 percent or more of the greater, in absolute amount of 1) the combined reported profit of all operating segments that did not report a loss or 2) the combined reported loss of all operating segments that did report a loss c) its assets are 10 percent or more of the combined assets of all operating segments. + References Reference 1: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -SubTopic 10 -Section 50 -Paragraph 29 -URI http://asc.fasb.org/extlink&oid=6534315&loc=d3e8864-108599 Reference 2: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -SubTopic 10 -Section 50 -Paragraph 30 -URI http://asc.fasb.org/extlink&oid=6534315&loc=d3e8906-108599 Reference 3: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -SubTopic 10 -Section 50 -Paragraph 32 -URI http://asc.fasb.org/extlink&oid=6534315&loc=d3e8933-108599 Reference 4: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -SubTopic 10 -Section 50 -Paragraph 35 -URI http://asc.fasb.org/extlink&oid=6534315&loc=d3e8984-108599 Reference 5: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -SubTopic 10 -Section 50 -Paragraph 1 -URI http://asc.fasb.org/extlink&oid=6534315&loc=d3e8380-108599 Reference 6: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -SubTopic 10 -Section 50 -Paragraph 10 -URI http://asc.fasb.org/extlink&oid=6534315&loc=d3e8538-108599 Reference 7: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -SubTopic 10 -Section 50 -Paragraph 42 -URI http://asc.fasb.org/extlink&oid=6534315&loc=d3e9054-108599 Reference 8: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -SubTopic 10 -Section 50 -Paragraph 12 -URI http://asc.fasb.org/extlink&oid=6534315&loc=d3e8595-108599 Reference 9: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Statement of Financial Accounting Standard (FAS) -Number 131 -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 10: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -SubTopic 10 -Section 50 -Paragraph 34 -URI http://asc.fasb.org/extlink&oid=6534315&loc=d3e8981-108599 Reference 11: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -SubTopic 10 -Section 50 -Paragraph 33 -URI http://asc.fasb.org/extlink&oid=6534315&loc=d3e8971-108599 Reference 12: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -SubTopic 10 -Section 50 -Paragraph 26 -URI http://asc.fasb.org/extlink&oid=6534315&loc=d3e8844-108599 Reference 13: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -SubTopic 10 -Section 50 -Paragraph 31 -URI http://asc.fasb.org/extlink&oid=6534315&loc=d3e8924-108599 Reference 14: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -SubTopic 10 -Section 50 -Paragraph 40 -URI http://asc.fasb.org/extlink&oid=6534315&loc=d3e9031-108599 Reference 15: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -SubTopic 10 -Section 50 -Paragraph 41 -URI http://asc.fasb.org/extlink&oid=6534315&loc=d3e9038-108599 + Details
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