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SEGMENT INFORMATION
 6 Months Ended
Jun. 30, 2013
SEGMENT INFORMATION [ABSTRACT]  
SEGMENT INFORMATION

(3)       SEGMENT INFORMATION

The Company reports 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):

Three Months Ended June 30, 2013            
   Gross Revenue  Intersegment Sales  Net Revenue  Depreciation & Amortization  Income (Loss) from Operations
Customer Management Services$ 220,965 $ (324) $ 220,641 $ 8,532 $ 16,460
Customer Growth Services  22,399   -    22,399   777   (614)
Customer Technology Services  36,717   (73)   36,644   1,489   5,819
Customer Strategy Services  10,256   (248)   10,008   465   (1,990)
 Total$ 290,337 $ (645) $ 289,692 $ 11,263 $ 19,675
                
Three Months Ended June 30, 2012            
   Gross Revenue  Intersegment Sales  Net Revenue  Depreciation & Amortization  Income (Loss) from Operations
Customer Management Services$ 229,401 $ -  $ 229,401 $ 8,302 $ 730
Customer Growth Services  24,409   -    24,409   898   1,052
Customer Technology Services  25,152   (196)   24,956   687   4,356
Customer Strategy Services  10,347   (315)   10,032   342   308
 Total$ 289,309 $ (511) $ 288,798 $ 10,229 $ 6,446
                
Six Months Ended June 30, 2013            
   Gross Revenue  Intersegment Sales  Net Revenue  Depreciation & Amortization  Income (Loss) from Operations
Customer Management Services$ 443,854 $ (631) $ 443,223 $ 16,394 $ 37,191
Customer Growth Services  45,255   -    45,255   1,474   662
Customer Technology Services  70,363   (157)   70,206   3,005   8,717
Customer Strategy Services  20,186   (795)   19,391   945   (3,897)
 Total$ 579,658 $ (1,583) $ 578,075 $ 21,818 $ 42,673
                
Six Months Ended June 30, 2012            
   Gross Revenue  Intersegment Sales  Net Revenue  Depreciation & Amortization  Income (Loss) from Operations
Customer Management Services$ 464,277 $ -  $ 464,277 $ 16,462 $ 17,437
Customer Growth Services  47,173   -    47,173   1,698   (1,078)
Customer Technology Services  51,351   (843)   50,508   1,492   8,035
Customer Strategy Services  20,710   (1,216)   19,494   693   802
 Total$ 583,511 $ (2,059) $ 581,452 $ 20,345 $ 25,196
                

   Three Months Ended June 30, Six Months Ended June 30,
   2013 2012 2013 2012
Capital Expenditures           
 Customer Management Services$ 8,110 $ 9,733 $ 10,396 $ 15,446
 Customer Growth Services  435   661   751   1,034
 Customer Technology Services  960   523   2,288   854
 Customer Strategy Services  50   77   225   144
  Total$ 9,555 $ 10,994 $ 13,660 $ 17,478
              
   June 30, 2013 December 31, 2012    
Total Assets       
 Customer Management Services$ 561,321 $ 588,627      
 Customer Growth Services  48,046   54,164      
 Customer Technology Services  152,095   148,043      
 Customer Strategy Services  49,176   56,339      
  Total$ 810,638 $ 847,173      
              
   June 30, 2013 December 31, 2012    
Goodwill           
 Customer Management Services$ 19,982 $ 20,288      
 Customer Growth Services  24,439   24,439      
 Customer Technology Services  39,069   38,591      
 Customer Strategy Services  10,087   11,361      
  Total$ 93,577 $ 94,679      
              

The following table presents revenue based upon the geographic location where the services are provided (amounts in thousands):

   Three Months Ended June 30, Six Months Ended June 30,
   2013 2012 2013 2012
Revenue           
 United States$ 132,341 $ 111,857 $ 264,088 $ 222,433
 Philippines  88,049   83,336   174,158   162,001
 Latin America  44,303   46,259   89,331   94,155
 Europe / Middle East / Africa  16,638   33,085   33,621   71,451
 Canada  4,002   10,288   8,292   23,241
 Asia Pacific  4,359   3,973   8,585   8,171
  Total$ 289,692 $ 288,798 $ 578,075 $ 581,452