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SEGMENT INFORMATION | 3 Months Ended
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Mar. 31, 2013
SEGMENT INFORMATION [ABSTRACT] |
SEGMENT INFORMATION | (3) SEGMENT INFORMATION T he Company report s 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 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):
Quarter Ended March 31, 2013 |  |  |  |  |  |  |  |  |  |  |  |  |  |
|  |  | Gross Revenue |  |  | Intersegment Sales |  |  | Net Revenue |  |  | Depreciation & Amortization |  |  | Income (Loss) from Operations
Customer Management Services | $ | 222,889 |  | $ | (307) |  | $ | 222,582 |  | $ | 7,862 |  | $ | 20,731
Customer Growth Services |  | 22,856 |  |  | - |  |  | 22,856 |  |  | 697 |  |  | 1,276
Customer Technology Services |  | 33,646 |  |  | (84) |  |  | 33,562 |  |  | 1,516 |  |  | 2,898
Customer Strategy Services |  | 9,930 |  |  | (547) |  |  | 9,383 |  |  | 480 |  |  | (1,907)
| Total | $ | 289,321 |  | $ | (938) |  | $ | 288,383 |  | $ | 10,555 |  | $ | 22,998
Quarter Ended March 31, 2012 |  |  |  |  |  |  |  |  |  |  |  |  |  |
|  |  | Gross Revenue |  |  | Intersegment Sales |  |  | Net Revenue |  |  | Depreciation & Amortization |  |  | Income (Loss) from Operations
Customer Management Services | $ | 234,876 |  | $ | - |  | $ | 234,876 |  | $ | 8,160 |  | $ | 16,707
Customer Growth Services |  | 22,764 |  |  | - |  |  | 22,764 |  |  | 800 |  |  | (2,130)
Customer Technology Services |  | 26,199 |  |  | (647) |  |  | 25,552 |  |  | 805 |  |  | 3,679
Customer Strategy Services |  | 10,363 |  |  | (901) |  |  | 9,462 |  |  | 351 |  |  | 494
| Total | $ | 294,202 |  | $ | (1,548) |  | $ | 292,654 |  | $ | 10,116 |  | $ | 18,750
|  |  | Three Months Ended March 31,
|  |  | 2013 |  | 2012
Capital Expenditures |  |  |  |  |
| Customer Management Services | $ | 2,286 |  | $ | 5,262
| Customer Growth Services |  | 316 |  |  | 546
| Customer Technology Services |  | 1,328 |  |  | 539
| Customer Strategy Services |  | 175 |  |  | 137
|  | Total | $ | 4,105 |  | $ | 6,484
|  |  | March 31, 2013 |  | December 31, 2012
Total Assets |  |  |
| Customer Management Services | $ | 588,076 |  | $ | 588,627
| Customer Growth Services |  | 54,906 |  |  | 54,164
| Customer Technology Services |  | 149,416 |  |  | 148,043
| Customer Strategy Services |  | 55,097 |  |  | 56,339
|  | Total | $ | 847,495 |  | $ | 847,173
|  |  | March 31, 2013 |  | December 31, 2012
Goodwill |  |  |  |  |
| Customer Management Services | $ | 20,322 |  | $ | 20,288
| Customer Growth Services |  | 24,439 |  |  | 24,439
| Customer Technology Services |  | 39,069 |  |  | 38,591
| Customer Strategy Services |  | 11,361 |  |  | 11,361
|  | Total | $ | 95,191 |  | $ | 94,679
The following table presents revenue based upon the geographic location where the services are provided (amounts in thousands):
|  |  | Three Months Ended March 31,
|  |  | 2013 |  | 2012
Revenue |  |  |  |  |
| United States | $ | 131,747 |  | $ | 110,576
| Philippines |  | 86,108 |  |  | 78,665
| Latin America |  | 45,028 |  |  | 47,896
| Europe / Middle East / Africa |  | 16,984 |  |  | 38,366
| Canada |  | 4,290 |  |  | 12,953
| Asia Pacific |  | 4,226 |  |  | 4,198
|  | Total | $ | 288,383 |  | $ | 292,654

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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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