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SEGMENT INFORMATION | 12 Months Ended
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Dec. 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, including certain acquired assets of the digital marketing business of WebMetro; the Customer Technology Services segment includes the system integration and 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):
Year Ended December 31, 2013 |  |  |  |  |  |  |  |  |  |
|  |  | Gross Revenue |  |  | Intersegment Sales |  |  | Net Revenue |  |  | Depreciation & Amortization |  |  | Income from Operations
Customer Management Services | $ | 892,145 |  | $ | (1,262) |  | $ | 890,883 |  | $ | 33,884 |  | $ | 75,689
Customer Growth Services |  | 100,996 |  |  | - |  |  | 100,996 |  |  | 4,127 |  |  | 3,024
Customer Technology Services |  | 152,769 |  |  | (284) |  |  | 152,485 |  |  | 6,201 |  |  | 19,965
Customer Strategy Services |  | 49,643 |  |  | (850) |  |  | 48,793 |  |  | 1,852 |  |  | 2,721
| Total | $ | 1,195,553 |  | $ | (2,396) |  | $ | 1,193,157 |  | $ | 46,064 |  | $ | 101,399
Year Ended December 31, 2012 |  |  |  |  |  |  |  |  |  |
|  |  | Gross Revenue |  |  | Intersegment Sales |  |  | Net Revenue |  |  | Depreciation & Amortization |  |  | Income from Operations
Customer Management Services | $ | 923,774 |  | $ | - |  | $ | 923,774 |  | $ | 32,714 |  | $ | 60,271
Customer Growth Services |  | 100,846 |  |  | (74) |  |  | 100,772 |  |  | 3,904 |  |  | 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 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
|  |  |  |  | As of and for the Year Ended December 31,
|  |  |  |  | 2013 |  | 2012 |  | 2011
Capital Expenditures |  |  |  |  |  |  |  |  |  |  |
| Customer Management Services |  |  |  | $ | 40,007 |  | $ | 32,736 |  | $ | 33,931
| Customer Growth Services |  |  |  |  | 3,421 |  |  | 3,983 |  |  | 2,346
| Customer Technology Services |  |  |  |  | 6,450 |  |  | 3,390 |  |  | 1,842
| Customer Strategy Services |  |  |  |  | 486 |  |  | 544 |  |  | 548
|  | Total |  |  |  | $ | 50,364 |  | $ | 40,653 |  | $ | 38,667
Total Assets |  |  |  |  |  |  |
| Customer Management Services |  |  |  | $ | 554,015 |  | $ | 588,627 |  | $ | 567,852
| Customer Growth Services |  |  |  |  | 86,416 |  |  | 54,164 |  |  | 56,038
| Customer Technology Services |  |  |  |  | 157,040 |  |  | 152,500 |  |  | 78,823
| Customer Strategy Services |  |  |  |  | 44,871 |  |  | 56,339 |  |  | 44,265
|  | Total |  |  |  | $ | 842,342 |  | $ | 851,630 |  | $ | 746,978
Goodwill |  |  |  |  |  |  |  |  |  |  |
| Customer Management Services |  |  |  | $ | 19,819 |  | $ | 20,288 |  | $ | 20,594
| Customer Growth Services |  |  |  |  | 30,128 |  |  | 24,439 |  |  | 24,439
| Customer Technology Services |  |  |  |  | 42,709 |  |  | 42,153 |  |  | 18,516
| Customer Strategy Services |  |  |  |  | 10,087 |  |  | 11,361 |  |  | 7,295
|  | Total |  |  |  | $ | 102,743 |  | $ | 98,241 |  | $ | 70,844
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,
|  |  | 2013 |  |  | 2012 |  |  | 2011
Revenue |  |  |  |  |  |  |  |
United States | $ | 556,239 |  | $ | 474,236 |  | $ | 405,424
Philippines |  | 354,942 |  |  | 334,541 |  |  | 336,710
Latin America |  | 176,906 |  |  | 188,071 |  |  | 206,986
Europe / Middle East / Africa |  | 72,644 |  |  | 111,304 |  |  | 161,782
Asia Pacific |  | 18,489 |  |  | 17,652 |  |  | 17,300
Canada |  | 13,937 |  |  | 37,177 |  |  | 51,186
| Total | $ | 1,193,157 |  | $ | 1,162,981 |  | $ | 1,179,388
Property, plant and equipment, gross |  |  |  |  |  |  |  |
United States | $ | 337,311 |  | $ | 311,904 |  | $ | 280,469
Philippines |  | 101,123 |  |  | 107,676 |  |  | 100,048
Latin America |  | 75,618 |  |  | 70,915 |  |  | 81,070
Europe / Middle East / Africa |  | 12,311 |  |  | 8,767 |  |  | 20,186
Asia Pacific |  | 28,195 |  |  | 29,884 |  |  | 27,630
Canada |  | 20,941 |  |  | 25,908 |  |  | 25,788
| Total | $ | 575,499 |  | $ | 555,054 |  | $ | 535,191
Other long-term assets |  |  |  |  |  |  |  |
United States | $ | 33,249 |  | $ | 34,118 |  | $ | 21,050
Philippines |  | 4,408 |  |  | 4,124 |  |  | 3,852
Latin America |  | 5,299 |  |  | 4,696 |  |  | 1,048
Europe / Middle East / Africa |  | 311 |  |  | 887 |  |  | 848
Asia Pacific |  | 779 |  |  | 1,004 |  |  | 1,466
Canada |  | 38 |  |  | 95 |  |  | 212
| Total | $ | 44,084 |  | $ | 44,924 |  | $ | 28,476

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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 1 -URI http://asc.fasb.org/extlink&oid=6534315&loc=d3e8380-108599 Reference 2: 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 3: 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 4: 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 5: 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 6: 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 7: 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 8: 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 Reference 9: 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 10: 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 11: 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 12: 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 13: 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 14: 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 + Details
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