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SEGMENT INFORMATION
 3 Months Ended
Mar. 31, 2014
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 provides technology-enabled sales and marketing solutions that support revenue generation across the customer lifecycle, including sales advisory, search engine optimization, digital demand generation, lead qualification, and acquisition sales, growth and retention services;

  • the Customer Technology Services segment includes operational and design consulting, systems integration, and cloud and on-premise managed services, the requirements needed to design, deliver and maintain best-in-class multichannel customer engagement platforms; and
  • the Customer Strategy Services segment provides professional services in customer experience strategy, customer intelligence analytics, system and operational process optimization, and culture development and knowledge management.

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, 2014              
   Gross Revenue  Intersegment Sales  Net Revenue  Depreciation & Amortization  Income (Loss) from Operations
Customer Management Services$ 227,924 $ - $ 227,924 $ 9,465 $ 20,823
Customer Growth Services  28,905   -   28,905   1,556   1,770
Customer Technology Services  32,779   (3)   32,776   1,715   311
Customer Strategy Services  12,616   -   12,616   434   1,453
 Total$ 302,224 $ (3) $ 302,221 $ 13,170 $ 24,357
                
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
                

   Three Months Ended March 31,
   2014 2013
Capital Expenditures     
 Customer Management Services$ 9,912 $ 2,286
 Customer Growth Services  380   316
 Customer Technology Services  4,631   1,328
 Customer Strategy Services  172   175
  Total$ 15,095 $ 4,105
        
   March 31, 2014 December 31, 2013
Total Assets   
 Customer Management Services$ 546,007 $ 554,015
 Customer Growth Services  87,897   86,416
 Customer Technology Services  152,103   157,040
 Customer Strategy Services  45,933   44,871
  Total$ 831,940 $ 842,342
        
   March 31, 2014 December 31, 2013
Goodwill     
 Customer Management Services$ 27,279 $ 19,819
 Customer Growth Services  30,128   30,128
 Customer Technology Services  42,709   42,709
 Customer Strategy Services  10,437   10,087
  Total$ 110,553 $ 102,743
        

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

   Three Months Ended March 31,
   2014 2013
Revenue     
 United States$ 146,469 $ 131,747
 Philippines  86,666   86,108
 Latin America  42,046   45,028
 Europe / Middle East / Africa  19,217   16,984
 Asia Pacific  6,400   4,226
 Canada  1,423   4,290
  Total$ 302,221 $ 288,383