Document and Entity Information
Document and Entity Information - USD ($) | 12 Months Ended | ||
Dec. 31, 2015 | Feb. 10, 2016 | Jun. 30, 2015 | |
Document And Entity Information [Abstract] | |||
Document Type | 10-K | ||
Amendment Flag | false | ||
Document Period End Date | Dec. 31, 2015 | ||
Document Fiscal Year Focus | 2,015 | ||
Document Fiscal Period Focus | FY | ||
Trading Symbol | SYKE | ||
Entity Registrant Name | SYKES ENTERPRISES INC | ||
Entity Central Index Key | 1,010,612 | ||
Current Fiscal Year End Date | --12-31 | ||
Entity Well-known Seasoned Issuer | No | ||
Entity Current Reporting Status | Yes | ||
Entity Voluntary Filers | No | ||
Entity Filer Category | Large Accelerated Filer | ||
Entity Common Stock, Shares Outstanding | 42,784,966 | ||
Entity Public Float | $ 1,008,374,946 |
Consolidated Balance Sheets
Consolidated Balance Sheets - USD ($) $ in Thousands | Dec. 31, 2015 | Dec. 31, 2014 |
Current assets: | ||
Cash and cash equivalents | $ 235,358 | $ 215,137 |
Receivables, net | 277,096 | 290,397 |
Prepaid expenses | 17,321 | 14,896 |
Other current assets | 33,262 | 29,656 |
Total current assets | 563,037 | 550,086 |
Property and equipment, net | 111,962 | 109,880 |
Goodwill, net | 195,733 | 193,831 |
Intangibles, net | 50,896 | 60,620 |
Deferred charges and other assets | 26,144 | 30,083 |
Total assets | 947,772 | 944,500 |
Current liabilities: | ||
Accounts payable | 23,255 | 25,523 |
Accrued employee compensation and benefits | 77,246 | 82,072 |
Current deferred income tax liabilities | 1,120 | 144 |
Income taxes payable | 1,959 | 3,662 |
Deferred revenue | 28,119 | 34,245 |
Other accrued expenses and current liabilities | 21,476 | 22,216 |
Total current liabilities | 153,175 | 167,862 |
Deferred grants | 4,810 | 5,110 |
Long-term debt | 70,000 | 75,000 |
Long-term income tax liabilities | 18,512 | 20,630 |
Other long-term liabilities | 22,595 | 17,680 |
Total liabilities | $ 269,092 | $ 286,282 |
Commitments and loss contingency (Note 22) | ||
Shareholders' equity: | ||
Preferred stock, $0.01 par value per share, 10,000 shares authorized; no shares issued and outstanding | ||
Common stock, $0.01 par value per share, 200,000 shares authorized; 42,785 and 43,291 shares issued, respectively | $ 428 | $ 433 |
Additional paid-in capital | 275,380 | 279,288 |
Retained earnings | 458,325 | 400,514 |
Accumulated other comprehensive income (loss) | (53,662) | (20,561) |
Treasury stock at cost: 113 and 132 shares, respectively | (1,791) | (1,456) |
Total shareholders' equity | 678,680 | 658,218 |
Total liabilities and shareholders' equity | $ 947,772 | $ 944,500 |
Consolidated Balance Sheets (Pa
Consolidated Balance Sheets (Parenthetical) - $ / shares | Dec. 31, 2015 | Dec. 31, 2014 |
Statement of Financial Position [Abstract] | ||
Preferred stock, par value | $ 0.01 | $ 0.01 |
Preferred stock, shares authorized | 10,000,000 | 10,000,000 |
Preferred stock, shares issued | 0 | 0 |
Preferred stock, shares outstanding | 0 | 0 |
Common stock, par value | $ 0.01 | $ 0.01 |
Common stock, shares authorized | 200,000,000 | 200,000,000 |
Common stock, shares issued | 42,785,000 | 43,291,000 |
Treasury stock, shares | 113,000 | 132,000 |
Consolidated Statements of Oper
Consolidated Statements of Operations - USD ($) shares in Thousands, $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Income Statement [Abstract] | |||
Revenues | $ 1,286,340 | $ 1,327,523 | $ 1,263,460 |
Operating expenses: | |||
Direct salaries and related costs | 836,516 | 892,110 | 855,266 |
General and administrative | 297,257 | 298,129 | 297,519 |
Depreciation, net | 43,752 | 45,363 | 42,084 |
Amortization of intangibles | 14,170 | 14,396 | 14,863 |
Net (gain) loss on disposal of property and equipment | 381 | (2,030) | 201 |
Total operating expenses | 1,192,076 | 1,247,968 | 1,209,933 |
Income from operations | 94,264 | 79,555 | 53,527 |
Other income (expense): | |||
Interest income | 668 | 958 | 866 |
Interest (expense) | (2,465) | (2,011) | (2,307) |
Other income (expense) | (2,484) | (1,343) | (761) |
Total other income (expense) | (4,281) | (2,396) | (2,202) |
Income before income taxes | 89,983 | 77,159 | 51,325 |
Income taxes | 21,386 | 19,368 | 14,065 |
Net income | $ 68,597 | $ 57,791 | $ 37,260 |
Net income per common share: | |||
Basic | $ 1.64 | $ 1.36 | $ 0.87 |
Diluted | $ 1.62 | $ 1.35 | $ 0.87 |
Weighted average common shares outstanding: | |||
Basic | 41,899 | 42,609 | 42,877 |
Diluted | 42,447 | 42,814 | 42,925 |
Consolidated Statements of Comp
Consolidated Statements of Comprehensive Income (Loss) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Statement of Comprehensive Income [Abstract] | |||
Net income | $ 68,597 | $ 57,791 | $ 37,260 |
Other comprehensive income (loss), net of taxes: | |||
Foreign currency translation gain (loss), net of taxes | (36,525) | (34,827) | (3,332) |
Unrealized gain (loss) on net investment hedges, net of taxes | 3,894 | 3,959 | (1,118) |
Unrealized actuarial gain (loss) related to pension liability, net of taxes | 21 | (142) | (263) |
Unrealized gain (loss) on cash flow hedging instruments, net of taxes | (416) | 2,424 | (1,965) |
Unrealized gain (loss) on postretirement obligation, net of taxes | (75) | 28 | (181) |
Other comprehensive income (loss), net of taxes | (33,101) | (28,558) | (6,859) |
Comprehensive income (loss) | $ 35,496 | $ 29,233 | $ 30,401 |
Consolidated Statements of Chan
Consolidated Statements of Changes in Shareholders' Equity - USD ($) shares in Thousands, $ in Thousands | Total | Common Stock [Member] | Additional Paid-in Capital [Member] | Retained Earnings [Member] | Accumulated Other Comprehensive Income (Loss) [Member] | Treasury Stock [Member] |
Beginning Balance at Dec. 31, 2012 | $ 606,264 | $ 438 | $ 277,192 | $ 315,187 | $ 14,856 | $ (1,409) |
Beginning Balance, shares at Dec. 31, 2012 | 43,790 | |||||
Issuance of common stock | 59 | 59 | ||||
Issuance of common stock, shares | 10 | |||||
Stock-based compensation expense | 4,873 | 4,873 | ||||
Excess tax benefit (deficiency) from stock-based compensation | (187) | (187) | ||||
Issuance of common stock under equity award plans, net of shares withheld for employee taxes | (227) | $ 5 | (29) | (203) | ||
Issuance of common stock under equity award plans, net of shares withheld for employee taxes, shares | 538 | |||||
Repurchase of common stock | (5,479) | (5,479) | ||||
Retirement of treasury stock | $ (3) | (2,395) | (3,081) | 5,479 | ||
Retirement of treasury stock, shares | (341) | |||||
Comprehensive income (loss) | 30,401 | 37,260 | (6,859) | |||
Ending Balance at Dec. 31, 2013 | 635,704 | $ 440 | 279,513 | 349,366 | 7,997 | (1,612) |
Ending Balance, shares at Dec. 31, 2013 | 43,997 | |||||
Stock-based compensation expense | 6,381 | 6,381 | ||||
Excess tax benefit (deficiency) from stock-based compensation | (82) | (82) | ||||
Issuance of common stock under equity award plans, net of shares withheld for employee taxes | (437) | $ (1) | (592) | 156 | ||
Issuance of common stock under equity award plans, net of shares withheld for employee taxes, shares | (76) | |||||
Repurchase of common stock | (12,581) | (12,581) | ||||
Retirement of treasury stock | $ (6) | (5,932) | (6,643) | 12,581 | ||
Retirement of treasury stock, shares | (630) | |||||
Comprehensive income (loss) | 29,233 | 57,791 | (28,558) | |||
Ending Balance at Dec. 31, 2014 | 658,218 | $ 433 | 279,288 | 400,514 | (20,561) | (1,456) |
Ending Balance, shares at Dec. 31, 2014 | 43,291 | |||||
Stock-based compensation expense | 8,749 | 8,749 | ||||
Excess tax benefit (deficiency) from stock-based compensation | 422 | 422 | ||||
Issuance of common stock under equity award plans, net of shares withheld for employee taxes | (3,326) | $ 4 | (3,159) | (171) | ||
Issuance of common stock under equity award plans, net of shares withheld for employee taxes, shares | 348 | |||||
Repurchase of common stock | (20,879) | (20,879) | ||||
Retirement of treasury stock | $ (9) | (9,920) | (10,786) | 20,715 | ||
Retirement of treasury stock, shares | (854) | |||||
Comprehensive income (loss) | 35,496 | 68,597 | (33,101) | |||
Ending Balance at Dec. 31, 2015 | $ 678,680 | $ 428 | $ 275,380 | $ 458,325 | $ (53,662) | $ (1,791) |
Ending Balance, shares at Dec. 31, 2015 | 42,785 |
Consolidated Statements of Cash
Consolidated Statements of Cash Flows - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Cash flows from operating activities: | |||
Net income | $ 68,597 | $ 57,791 | $ 37,260 |
Adjustments to reconcile net income to net cash provided by operating activities: | |||
Depreciation | 44,515 | 46,255 | 43,094 |
Amortization of intangibles | 14,170 | 14,396 | 14,863 |
Amortization of deferred grants | (973) | (1,348) | (1,148) |
Unrealized foreign currency transaction (gains) losses, net | 318 | 119 | 6,302 |
Stock-based compensation expense | 8,749 | 6,381 | 4,873 |
Excess tax (benefit) from stock-based compensation | (422) | ||
Deferred income tax provision (benefit) | 2,515 | 4,865 | (362) |
Net (gain) loss on disposal of property and equipment | 381 | (2,030) | 201 |
Bad debt expense (reversals) | 278 | (181) | 483 |
Write-downs (recoveries) of value added tax receivables | (638) | 143 | |
Unrealized (gains) losses on financial instruments, net | 1,028 | 2,352 | (15) |
Foreign exchange (gain) loss on liquidation of foreign entities | 720 | 113 | (83) |
Amortization of deferred loan fees | 403 | 259 | 259 |
Net (gain) on insurance settlement | (919) | ||
Proceeds from business interruption insurance settlement | 156 | ||
Imputed interest expense and fair value adjustments to contingent consideration | 408 | ||
Other | (106) | (10) | (116) |
Changes in assets and liabilities, net of acquisition: | |||
Receivables | 2,499 | (40,276) | (22,062) |
Prepaid expenses | (3,040) | 336 | (3,931) |
Other current assets | (6,972) | (6,673) | (1,177) |
Deferred charges and other assets | 1,951 | 3,545 | (2,754) |
Accounts payable | (124) | 2,029 | (1,282) |
Income taxes receivable / payable | (5,666) | 2,609 | 804 |
Accrued employee compensation and benefits | (1,481) | 5,179 | 9,140 |
Other accrued expenses and current liabilities | (1,564) | (5,026) | (2,025) |
Deferred revenue | (2,559) | 2,147 | 2,826 |
Other long-term liabilities | (2,398) | 2,070 | 925 |
Net cash provided by operating activities | 120,464 | 94,264 | 86,218 |
Cash flows from investing activities: | |||
Capital expenditures | (49,662) | (44,683) | (59,193) |
Cash paid for business acquisition, net of cash acquired | (9,370) | ||
Proceeds from sale of property and equipment | 616 | 3,639 | 388 |
Investment in restricted cash | (45) | (7) | (562) |
Release of restricted cash | 13 | 160 | |
Proceeds from property and equipment insurance settlement | 1,490 | ||
Net cash (used for) investing activities | (56,958) | (40,891) | (59,367) |
Cash flows from financing activities: | |||
Payments of long-term debt | (10,000) | (23,000) | (25,000) |
Proceeds from issuance of long-term debt | 5,000 | 32,000 | |
Proceeds from issuance of common stock | 59 | ||
Excess tax benefit from stock-based compensation | 422 | ||
Cash paid for repurchase of common stock | (20,879) | (12,581) | (5,479) |
Proceeds from grants | 670 | 256 | 201 |
Payments on short-term debt | (323) | ||
Shares repurchased for minimum tax withholding on equity awards | (3,326) | (437) | (227) |
Cash paid for loan fees related to long-term debt | (962) | ||
Net cash provided by (used for) financing activities | (29,398) | (35,762) | 1,554 |
Effects of exchange rates on cash and cash equivalents | (13,887) | (14,459) | (3,742) |
Net increase (decrease) in cash and cash equivalents | 20,221 | 3,152 | 24,663 |
Cash and cash equivalents - beginning | 215,137 | 211,985 | 187,322 |
Cash and cash equivalents - ending | 235,358 | 215,137 | 211,985 |
Supplemental disclosures of cash flow information: | |||
Cash paid during period for interest | 1,476 | 1,716 | 2,149 |
Cash paid during period for income taxes | 30,467 | 16,560 | 16,889 |
Non-cash transactions: | |||
Property and equipment additions in accounts payable | 4,941 | 5,512 | 6,002 |
Unrealized gain (loss) on postretirement obligation in accumulated other comprehensive income (loss) | $ (75) | $ 28 | $ (181) |
Overview and Summary of Signifi
Overview and Summary of Significant Accounting Policies | 12 Months Ended |
Dec. 31, 2015 | |
Organization, Consolidation and Presentation of Financial Statements [Abstract] | |
Overview and Summary of Significant Accounting Policies | Note 1. Overview and Summary of Significant Accounting Policies Business — Acquisition — Principles of Consolidation — Use of Estimates — Subsequent Events — Recognition of Revenue — Revenue Recognition Revenues from fulfillment services account for 1.6%, 1.4% and 1.3% of total consolidated revenues for the years ended December 31, 2015, 2014 and 2013, respectively, some of which contain multiple-deliverables. The service offerings for these fulfillment service contracts typically include pick-pack-and-ship, warehousing, process management, finished goods assembly and pass-through costs. Revenue Recognition — Multiple-Element Arrangements Revenue Recognition (Topic 605): Multiple-Deliverable Revenue Arrangements — a consensus of the FASB Emerging Issues Task Force The Company allocates revenue to each of the deliverables based on a selling price hierarchy of vendor specific objective evidence (“VSOE”), third-party evidence, and then estimated selling price. VSOE is based on the price charged when the deliverable is sold separately. Third-party evidence is based on largely interchangeable competitor services in standalone sales to similarly situated customers. Estimated selling price is based on the Company’s best estimate of what the selling prices of deliverables would be if they were sold regularly on a standalone basis. Estimated selling price is established considering multiple factors including, but not limited to, pricing practices in different geographies, service offerings, and customer classifications. Once the Company allocates revenue to each deliverable, the Company recognizes revenue when all revenue recognition criteria are met. As of December 31, 2015, the Company’s fulfillment contracts with multiple-deliverables met the separation criteria as outlined in ASC 605-25 and the revenue was accounted for accordingly. Other than these fulfillment contracts, the Company had no other contracts that contain multiple-deliverables as of December 31, 2015. Cash and Cash Equivalents Restricted Cash — Allowance for Doubtful Accounts — Property and Equipment — The carrying value of property and equipment to be held and used is evaluated for impairment whenever events or changes in circumstances indicate that the carrying amount may not be recoverable in accordance with ASC 360 “ Property, Plant and Equipment Rent Expense — Leases. Goodwill — Intangibles — Goodwill and Other” Intangible Assets Income Taxes — Income Taxes The Company evaluates tax positions that have been taken or are expected to be taken in its tax returns, and records a liability for uncertain tax positions in accordance with ASC 740. ASC 740 contains a two-step approach to recognizing and measuring uncertain tax positions. First, tax positions are recognized if the weight of available evidence indicates that it is more likely than not that the position will be sustained upon examination, including resolution of related appeals or litigation processes, if any. Second, the tax position is measured as the largest amount of tax benefit that has a greater than 50% likelihood of being realized upon settlement. The Company recognizes interest and penalties related to unrecognized tax benefits in the provision for income taxes in the accompanying consolidated financial statements. Self-Insurance Programs — Deferred Grants — The Company receives government employment grants as an incentive to create and maintain permanent employment positions for a specified time period. These grants are repayable, under certain terms and conditions, if the Company’s relevant employment levels do not meet or exceed the employment levels set forth in the grant agreements. Accordingly, grant monies received are deferred and amortized primarily as a reduction to “Direct salaries and related costs” using the proportionate performance model over the required employment period. The Company receives government lease grants as an incentive for leasing space at specific locations or locating call centers in a government’s jurisdiction. These grants are repayable, under certain terms and conditions, as set forth in the grant agreements. Accordingly, grant monies received are deferred and amortized primarily as a reduction to rent expense included in “General and administrative” over the required lease period. Deferred Revenue — Stock-Based Compensation In accordance with ASC 718 “ Compensation — Stock Compensation Fair Value of Financial Instruments — • Cash, short-term and other investments, investments held in rabbi trust and accounts payable — • Foreign currency forward contracts and options — • Long-term debt — • Contingent consideration — Fair Value Measurements — Fair Value Measurements and Disclosures and expands disclosures about fair value measurements. ASC 820-10-20 clarifies that fair value is an exit price, representing the amount that would be received to sell an asset or paid to transfer a liability in an orderly transaction between market participants. ASC 825 “ Financial Instruments” A description of the Company’s policies regarding fair value measurement is summarized below. Fair Value Hierarchy — • Level 1 — • Level 2 — • Level 3 — . Determination of Fair Value — If quoted market prices are not available, fair value is based upon internally developed valuation techniques that use, where possible, current market-based or independently sourced market parameters, such as interest rates, currency rates, etc. Assets or liabilities valued using such internally generated valuation techniques are classified according to the lowest level input or value driver that is significant to the valuation. Thus, an item may be classified in Level 3 even though there may be some significant inputs that are readily observable. The following section describes the valuation methodologies used by the Company to measure assets and liabilities at fair value on a recurring basis, including an indication of the level in the fair value hierarchy in which each asset or liability is generally classified. Money market and open-end mutual funds — Foreign currency forward contracts and options — Investments held in rabbi trust — Guaranteed investment certificates — Contingent consideration — Foreign Currency Translation — Foreign Currency and Derivative Instruments — Derivatives and Hedging The Company designates derivatives as either (1) a hedge of a forecasted transaction or of the variability of cash flows to be received or paid related to a recognized asset or liability (“cash flow” hedge); (2) a hedge of a net investment in a foreign operation; or (3) a derivative that does not qualify for hedge accounting. To qualify for hedge accounting treatment, a derivative must be highly effective in mitigating the designated risk of the hedged item. Effectiveness of the hedge is formally assessed at inception and throughout the life of the hedging relationship. Even if a derivative qualifies for hedge accounting treatment, there may be an element of ineffectiveness of the hedge. Changes in the fair value of derivatives that are highly effective and designated as cash flow hedges are recorded in AOCI, until the forecasted underlying transactions occur. Any realized gains or losses resulting from the cash flow hedges are recognized together with the hedged transaction within “Revenues”. Changes in the fair value of derivatives that are highly effective and designated as a net investment hedge are recorded in cumulative translation adjustment in AOCI, offsetting the change in cumulative translation adjustment attributable to the hedged portion of the Company’s net investment in the foreign operation. Any realized gains and losses from settlements of the net investment hedge remain in AOCI until partial or complete liquidation of the net investment. Ineffectiveness is measured based on the change in fair value of the forward contracts and options and the fair value of the hypothetical derivatives with terms that match the critical terms of the risk being hedged. Hedge ineffectiveness is recognized within “Revenues” for cash flow hedges and within “Other income (expense)” for net investment hedges. Cash flows from the derivative contracts are classified within the operating section in the accompanying Consolidated Statements of Cash Flows. The Company formally documents all relationships between hedging instruments and hedged items, as well as its risk management objective and strategy for undertaking various hedging activities. This process includes linking all derivatives that are designated as cash flow hedges to forecasted transactions. Hedges of a net investment in a foreign operation are linked to the specific foreign operation. The Company also formally assesses, both at the hedge’s inception and on an ongoing basis, whether the derivatives that are used in hedging transactions are highly effective on a prospective and retrospective basis. When it is determined that a derivative is not highly effective as a hedge or that it has ceased to be a highly effective hedge or if a forecasted hedge is no longer probable of occurring, or if the Company de-designates a derivative as a hedge, the Company discontinues hedge accounting prospectively. At December 31, 2015 and 2014, all hedges were determined to be highly effective. The Company also periodically enters into forward contracts that are not designated as hedges as defined under ASC 815. The purpose of these derivative instruments is to reduce the effects from fluctuations caused by volatility in currency exchange rates on the Company’s operating results and cash flows. Changes in the fair value of the derivative instruments are included in “Revenues” or “Other income (expense)”, depending on the underlying risk exposure. See Note 10, Financial Derivatives, for further information on financial derivative instruments. Reclassifications New Accounting Standards Not Yet Adopted In May 2014, the Financial Accounting Standards Board (“FASB”) issued Accounting Standards Update (“ASU”) 2014-09, “ Revenue from Contracts with Customers (Topic 606)” Revenue from Contracts with Customers (Topic 606) Deferral of the Effective Date” In June 2014, the FASB issued ASU 2014-12, “ Compensation – Stock Compensation (Topic 718) Accounting for Share-Based Payments When the Terms of an Award Provide That a Performance Target Could Be Achieved after the Requisite Service Period” Compensation — Stock Compensation In January 2015, the FASB issued ASU 2015-01, “ Income Statement – Extraordinary and Unusual Items (Subtopic 225-20) Simplifying Income Statement Presentation by Eliminating the Concept of Extraordinary Items” In February 2015, the FASB issued ASU 2015-02, “ Consolidation (Topic 810) Amendments to the Consolidation Analysis ” In April 2015, the FASB issued ASU 2015-03, “ Interest – Imputation of Interest (Subtopic 835-30) Simplifying the Presentation of Debt Issuance Costs” In April 2015, the FASB issued ASU 2015-05, “Intangibles – Goodwill and Other – Internal-Use Software (Subtopic 350-40) Customer’s Accounting for Fees Paid in a Cloud Computing Arrangement” In September 2015, the FASB issued ASC 2015-16, “ Business Combinations (Topic 805) Simplifying the Accounting for Measurement-Period Adjustments In November 2015, the FASB issued ASC 2015-17, “ Income Taxes (Topic 740) Balance Sheet Classification of Deferred Taxes In January 2016, the FASB issued ASC 2016-01, “ Financial Instruments — Overall (Subtopic 825-10) Recognition and Measurement of Financial Assets and Financial Liabilities Fair Value Measurements In February 2016, the FASB issued ASC 2016-02, “ Leases (Topic 842) New Accounting Standards Recently Adopted In April 2014, the FASB issued ASU 2014-08, “ Presentation of Financial Statements (Topic 205) and Property, Plant, and Equipment (Topic 360) Reporting Discontinued Operations and Disclosures of Disposals of Components of an Entity” In August 2015, the FASB issued ASU 2015-15, “Interest – Imputation of Interest (Subtopic 835-30) Presentation and Subsequent Measurement of Debt Issuance Costs Associated with Line-of-Credit Arrangements,” |
Acquisitions
Acquisitions | 12 Months Ended |
Dec. 31, 2015 | |
Business Combinations [Abstract] | |
Acquisitions | Note 2. Acquisitions Qelp Acquisition On July 2, 2015, the Company’s wholly-owned subsidiaries, Sykes Enterprises Incorporated B.V. and Sykes Enterprises Incorporated Holdings B.V., both Netherlands companies, entered into a definitive Share Sale and Purchase Agreement (the “Purchase Agreement”) with MobileTimes B.V., Yarra B.V., From The Mountain Consultancy B.V. and Sticting Administratiekantoor Qelp (the “Sellers”), all of which are Netherlands companies, to acquire all of the outstanding shares of Qelp B.V. and its wholly owned subsidiary (together, known as “Qelp”.) The strategic acquisition of Qelp (the “Qelp acquisition”) was to further broaden and strengthen the Company’s service portfolio around digital self-service customer support and extend its reach into adjacent, but complementary, markets. Pursuant to Federal income tax regulations, no amount of intangibles or goodwill from this acquisition will be deductible for tax purposes. The results of Qelp’s operations have been included in the Company’s consolidated financial statements since its acquisition on July 2, 2015 (the “acquisition date”). The consideration consists of an initial purchase price and a contingent purchase price. The initial purchase price of $9.8 million, including certain post-closing adjustments relating to Qelp’s working capital, was funded through cash on hand upon the closing of the transaction on July 2, 2015. The contingent purchase price to be paid over a three-year period is based on achieving targets tied to revenues and earnings before interest, income taxes, depreciation and amortization (“EBITDA”) for the years ended December 31, 2016, 2017 and 2018, not to exceed EUR 10.0 million. As of the acquisition date, the total consideration paid or to be paid by the Company for the Qelp acquisition is summarized below (in thousands): Total Cash $ 9,885 Contingent consideration 6,000 Working capital adjustment (65 ) $ 15,820 The fair value of the contingent consideration was estimated using the discounted cash flow method, and was included in “Other long-term liabilities” in the accompanying Consolidated Balance Sheet (see Note 4, Fair Value, for further information). As part of the discounted cash flow method, the Company calculated an adjusted weighted average cost of capital (“WACC”) specifically attributable to the future payments of the contingent consideration. Based on the forecasted revenue and profitability scenarios and their respective probabilities of occurrence, the Company estimated the present value of the probability-adjusted future payments utilizing an adjusted WACC for the potential future payments. The Company believes that its estimates and assumptions are reasonable, but there is significant judgment involved. Changes in the fair value of the contingent consideration liabilities subsequent to the acquisition will be recorded in the Company’s Consolidated Statements of Operations. The Company accounted for the Qelp acquisition in accordance with ASC 805 (“ASC 805”) “ Business Combinations, The following table summarizes the estimated acquisition date fair values of the assets acquired and liabilities assumed, all included in the EMEA segment (in thousands): July 2, 2015 Measurement July 2, 2015 Cash and cash equivalents $ 450 $ — $ 450 Receivables (1) 1,541 (70 ) 1,471 Prepaid expenses 24 — 24 Total current assets 2,015 (70 ) 1,945 Property and equipment 2,168 — 2,168 Goodwill 9,574 480 10,054 Intangibles 6,000 — 6,000 Deferred charges and other assets 55 — 55 Short-term debt (323 ) — (323 ) Accrued employee compensation and benefits (207 ) — (207 ) Income taxes payable (62 ) (32 ) (94 ) Deferred revenue (967 ) — (967 ) Other accrued expenses and current liabilities (1,030 ) — (1,030 ) Total current liabilities (2,589 ) (32 ) (2,621 ) Other long-term liabilities (2) (1,403 ) (378 ) (1,781 ) $ 15,820 $ — $ 15,820 (1) The fair value equals the gross contractual value of the receivables. (2) Primarily includes long-term deferred tax liabilities. Fair values are based on management’s estimates and assumptions including variations of the income approach, the cost approach and the market approach. The following table presents the Company’s purchased intangibles assets as of July 2, 2015, the acquisition date (in thousands): Amount Assigned Weighted Average Customer relationships $ 5,400 7 Trade name and trademarks 100 3 Content library 500 2 $ 6,000 7 The amount of Qelp’s revenues and net (loss) since the July 2, 2015 acquisition date, included in the Company’s Consolidated Statement of Operations for the year ended December 31, 2015 were as follows (in thousands): From July 2, Revenues $ 2,661 Net (loss) $ (162 ) Merger and integration costs associated with Qelp included in “General and administrative” costs in the accompanying Consolidated Statement of Operations in the Other segment for the year ended December 31, 2015 were as follows (none in 2014 and 2013) (in thousands): Year Ended Transaction costs $ 455 Alpine Acquisition The Company acquired 100% of the outstanding common shares and voting interest of Alpine Access, Inc. (“Alpine”) in August 2012. Merger and integration costs associated with Alpine were as follows (none in 2015 and 2014) (in thousands): Year Ended December 31, 2013 Severance costs included in “Direct salaries and related costs”: (1) Americas $ 526 526 Severance costs included in “General and administrative”: (1) Americas 985 Other 159 1,144 Transaction and integration costs included in “General and administrative”: (1) Other 444 444 Total merger and integration costs $ 2,114 (1) In the accompanying Consolidated Statements of Operations. |
Costs Associated with Exit or D
Costs Associated with Exit or Disposal Activities | 12 Months Ended |
Dec. 31, 2015 | |
Restructuring and Related Activities [Abstract] | |
Costs Associated with Exit or Disposal Activities | Note 3. Costs Associated with Exit or Disposal Activities During 2011 and 2010, the Company announced several initiatives to streamline excess capacity through targeted seat reductions (the “Exit Plans”) in an on-going effort to manage and optimize capacity utilization. These Exit Plans included, but were not limited to, closing customer contact management centers in The Philippines, the United Kingdom, Ireland and South Africa and consolidating leased space in various locations in the U.S. and the Netherlands. These Exit Plans impacted approximately 800 employees. The Company has paid $15.3 million in cash through December 31, 2015 under these Exit Plans. The cumulative costs expected and incurred as a result of the Exit Plans were as follows as of December 31, 2015 (in thousands): Americas EMEA EMEA Americas Total Lease obligations and facility exit costs $ 1,365 $ 19 $ 1,914 $ 6,729 $ 10,027 Severance and related costs — 5,857 185 — 6,042 Legal-related costs — 110 — — 110 Non-cash impairment charges 480 474 159 3,847 4,960 Total $ 1,845 $ 6,460 $ 2,258 $ 10,576 $ 21,139 The following table summarizes the accrued liability associated with the Exit Plans’ exit or disposal activities and related charges (reversals) for the years ended December 31, 2015, 2014 and 2013 (in thousands): Lease Obligation Severance and Legal-Related Total Balance at January 1, 2013 $ 3,772 $ 187 $ 10 $ 3,969 Charges (reversals) (1) 318 (56 ) — 262 Cash payments (1,264 ) (8 ) (10 ) (1,282 ) Other non-cash changes (3) 17 8 — 25 Balance at December 31, 2013 2,843 131 — 2,974 Charges (reversals) (2) (185 ) (129 ) — (314 ) Cash payments (1,095 ) — — (1,095 ) Other non-cash changes (3) (5 ) (2 ) — (7 ) Balance at December 31, 2014 1,558 — — 1,558 Charges (reversals) — — — — Cash payments (825 ) — — (825 ) Other non-cash changes (3) — — — — Balance at December 31, 2015 $ 733 $ — $ — $ 733 (1) During 2013, the Company recorded additional lease obligations and facility exit costs in EMEA for one of the Ireland site’s lease restoration, which increased “General and administrative” costs in the accompanying Consolidated Statement of Operations. Also during 2013, the Company reversed accruals related to the final settlement of severance and related costs in EMEA for the Netherlands site, which reduced “General and administrative” costs in the accompanying Consolidated Statement of Operations. (2) During 2014, the Company reversed accruals related to the final settlement of lease obligations and facility exit costs as well as severance and related costs in EMEA for the Ireland sites, which reduced “General and administrative” costs in the accompanying Consolidated Statement of Operations. (3) Effect of foreign currency translation. Restructuring Liability Classification The following table summarizes the Company’s short-term and long-term accrued liabilities associated with its exit and disposal activities, by plan, as of December 31, 2015 and 2014 (in thousands): Americas Americas Total December 31, 2015 Short-term accrued restructuring liability (1) $ 144 $ 487 $ 631 Long-term accrued restructuring liability (2) 22 80 102 Ending accrual at December 31, 2015 $ 166 $ 567 $ 733 December 31, 2014 Short-term accrued restructuring liability (1) $ 109 $ 521 $ 630 Long-term accrued restructuring liability (2) 203 725 928 Ending accrual at December 31, 2014 $ 312 $ 1,246 $ 1,558 (1) Included in “Other accrued expenses and current liabilities” in the accompanying Consolidated Balance Sheets. (2) Included in “Other long-term liabilities” in the accompanying Consolidated Balance Sheets. The remaining restructuring liability relates to future rent obligations to be paid through the remainder of the lease terms, the last of which ends in February 2017. The EMEA Fourth Quarter 2011 and EMEA Fourth Quarter 2010 Exit Plans were settled during 2014. |
Fair Value
Fair Value | 12 Months Ended |
Dec. 31, 2015 | |
Fair Value Disclosures [Abstract] | |
Fair Value | Note 4. Fair Value The Company’s assets and liabilities measured at fair value on a recurring basis subject to the requirements of ASC 820 consist of the following as of December 31, 2015 (in thousands): Fair Value Measurements at December 31, 2015 Using: Balance at Quoted Prices in Active Markets For Identical Assets Significant Other Observable Inputs Significant Unobservable Inputs December 31, 2015 Level (1) Level (2) Level (3) Assets: Foreign currency forward and option contracts included in “Other current assets” (1) $ 10,962 $ — $ 10,962 $ — Equity investments held in a rabbi trust for the Deferred Compensation Plan (2) 6,229 6,229 — — Debt investments held in a rabbi trust for the Deferred Compensation Plan (2) 1,622 1,622 — — Guaranteed investment certificates (3) 86 — 86 — $ 18,899 $ 7,851 $ 11,048 $ — Liabilities: Long-term debt (4) $ 70,000 $ — $ 70,000 $ — Foreign currency forward and option contracts included in “Other accrued expenses and current liabilities” (1) 835 — 835 — Contingent consideration included in “Other long-term liabilities” (5) 6,280 — — 6,280 $ 77,115 $ — $ 70,835 $ 6,280 The Company’s assets and liabilities measured at fair value on a recurring basis subject to the requirements of ASC 820 consist of the following as of December 31, 2014 (in thousands): Fair Value Measurements at December 31, 2014 Using: Balance at Quoted Prices in Active Markets For Identical Assets Significant Other Observable Inputs Significant Unobservable Inputs December 31, 2014 Level (1) Level (2) Level (3) Assets: Money market funds and open-end mutual funds included in “Cash and cash equivalents” (5) $ 100,915 $ 100,915 $ — $ — Money market funds and open-end mutual funds included in “Deferred charges and other assets” (5) 10 10 — — Foreign currency forward and option contracts included in “Other current assets” (1) 1,489 — 1,489 — Foreign currency forward contracts included in “Deferred charges and other assets” (1) 4,060 — 4,060 — Equity investments held in a rabbi trust for the Deferred Compensation Plan (2) 5,589 5,589 — — Debt investments held in a rabbi trust for the Deferred Compensation Plan (2) 1,363 1,363 — — Guaranteed investment certificates (3) 79 — 79 — $ 113,505 $ 107,877 $ 5,628 $ — Liabilities: Long-term debt (4) $ 75,000 $ — $ 75,000 $ — Foreign currency forward and option contracts included in “Other accrued expenses and current liabilities” (1) 1,261 — 1,261 — $ 76,261 $ — $ 76,261 $ — (1) In the accompanying Consolidated Balance Sheets. See Note 10, Financial Derivatives. (2) Included in “Other current assets” in the accompanying Consolidated Balance Sheets. See Note 11, Investments Held in Rabbi Trust. (3) Included in “Deferred charges and other assets” in the accompanying Consolidated Balance Sheets. (4) The carrying value of long-term debt approximates its estimated fair value as it re-prices at varying interest rates. See Note 18, Borrowings. (5) In the accompanying Consolidated Balance Sheets. A rollforward of the activity in the Company’s fair value of the contingent consideration is as follows (in thousands): Fair Value Balance at January 1, 2015 $ — Acquisition (1) 6,000 Payments — Imputed interest/adjustments 408 Effect of foreign currency (128 ) Balance at December 31, 2015 $ 6,280 (1) Related to the Qelp acquisition on July 2, 2015. See Note 2, Acquisitions. The Company did not record any fair value adjustments to the contingent consideration as the key assumptions used to calculate the fair value at the acquisition date remained consistent at December 31, 2015. Should the assumptions regarding probability of achievement of certain revenue and EBITDA targets change in future periods, the change in fair value of the contingent consideration will be recognized in the accompanying Consolidated Statements of Operations. The Company accretes interest expense each period using the effective interest method until the contingent consideration reaches the estimated future value of $9.1 million. Interest expense related to the contingent consideration is included in “Interest (expense)” in the accompanying Consolidated Statements of Operations. Certain assets, under certain conditions, are measured at fair value on a nonrecurring basis utilizing Level 3 inputs, as described in Note 1, Overview and Summary of Significant Accounting Policies, like those associated with acquired businesses, including goodwill, other intangible assets and other long-lived assets. For these assets, measurement at fair value in periods subsequent to their initial recognition would be applicable if these assets were determined to be impaired. The adjusted carrying values for assets measured at fair value on a nonrecurring basis (no liabilities) subject to the requirements of ASC 820 were not material at December 31, 2015 and 2014. |
Goodwill and Intangible Assets
Goodwill and Intangible Assets | 12 Months Ended |
Dec. 31, 2015 | |
Goodwill and Intangible Assets Disclosure [Abstract] | |
Goodwill and Intangible Assets | Note 5. Goodwill and Intangible Assets Intangible Assets The following table presents the Company’s purchased intangible assets as of December 31, 2015 (in thousands): Gross Intangibles Accumulated Net Intangibles Weighted Average Customer relationships $ 102,594 $ (58,294 ) $ 44,300 8 Trade names and trademarks 11,698 (5,470 ) 6,228 8 Non-compete agreements 1,190 (1,190 ) — 2 Proprietary software 850 (850 ) — 2 Favorable lease agreement 449 (449 ) — 2 Content library 491 (123 ) 368 2 $ 117,272 $ (66,376 ) $ 50,896 8 The following table presents the Company’s purchased intangible assets as of December 31, 2014 (in thousands): Gross Intangibles Accumulated Net Intangibles Weighted Average Customer relationships $ 100,719 $ (47,571 ) $ 53,148 8 Trade names and trademarks 11,600 (4,128 ) 7,472 8 Non-compete agreements 1,209 (1,209 ) — 2 Proprietary software 850 (850 ) — 2 Favorable lease agreement 449 (449 ) — 2 $ 114,827 $ (54,207 ) $ 60,620 8 The Company’s estimated future amortization expense for the succeeding years relating to the purchased intangible assets resulting from acquisitions completed prior to December 31, 2015, is as follows (in thousands): Years Ending December 31, Amount 2016 $ 14,489 2017 14,366 2018 8,198 2019 7,605 2020 5,104 2021 and thereafter 1,134 Goodwill Changes in goodwill for the year ended December 31, 2015 consist of the following (in thousands): January 1, 2015 Acquisition (1) Effect of Foreign December 31, Americas $ 193,831 $ — $ (7,782 ) $ 186,049 EMEA — 10,054 (370 ) 9,684 $ 193,831 $ 10,054 $ (8,152 ) $ 195,733 (1) See Note 2, Acquisitions, for further information. Changes in goodwill for the year ended December 31, 2014 consist of the following (in thousands): January 1, 2014 Acquisition Effect of Foreign December 31, Americas $ 199,802 $ — $ (5,971 ) $ 193,831 EMEA — — — — $ 199,802 $ — $ (5,971 ) $ 193,831 The Company has five reporting units with goodwill and performs its annual goodwill impairment test during the third quarter, or more frequently, if indicators of impairment exist. For the annual goodwill impairment test, the Company elected to forgo the option to first assess qualitative factors and performed its annual two-step goodwill impairment test as of July 31, 2015. Under ASC 350, the carrying value of assets is calculated at the reporting unit level. The quantitative assessment of goodwill includes comparing a reporting unit’s calculated fair value to its carrying value. The calculation of fair value requires significant judgments including estimation of future cash flows, which is dependent on internal forecasts, estimation of the long-term rate of growth, the useful life over which cash flows will occur and determination of the Company’s weighted average cost of capital. Changes in these estimates and assumptions could materially affect the determination of fair value and/or conclusions on goodwill impairment for each reporting unit. If the fair value of the reporting unit is less than its carrying value, goodwill is considered impaired and an impairment loss is recorded to the extent that the fair value of the goodwill within the reporting unit is less than its carrying value. The process of evaluating the fair value of the reporting units is highly subjective and requires significant judgment and estimates as the reporting units operate in a number of markets and geographical regions. The Company used an average of the income and market approaches to determine its best estimates of fair value which incorporated the following significant assumptions: • Revenue projections, including revenue growth during the forecast periods; • EBITDA margin projections over the forecast periods; • Estimated income tax rates; • Estimated capital expenditures; and • Discount rates based on various inputs, including the risks associated with the specific reporting units as well as their revenue growth and EBITDA margin assumptions. As of July 31, 2015, the Company concluded that goodwill was not impaired for all five of the reporting units. While the fair values of four of the reporting units were substantially in excess of their carrying value, the Qelp reporting unit’s fair value approximated its carrying value due to the proximity to the acquisition date of July 2, 2015. The newly acquired Qelp reporting unit’s carrying value was $15.6 million at July 31, 2015, including $9.9 million of goodwill. The Qelp reporting unit is at considerable risk for future impairment if projected operating results are not met or other inputs into the fair value measurement change. However, as of December 31, 2015, there is no impairment as the fair value of the reporting unit exceeds its carrying value by a small margin. The Company will continue to review the calculated fair value of this reporting unit until the fair value is substantially in excess of its carrying value. |
Concentrations of Credit Risk
Concentrations of Credit Risk | 12 Months Ended |
Dec. 31, 2015 | |
Risks and Uncertainties [Abstract] | |
Concentrations of Credit Risk | Note 6. Concentrations of Credit Risk Financial instruments that potentially subject the Company to concentrations of credit risk consist principally of trade receivables. The Company’s credit concentrations are limited due to the wide variety of customers and markets in which the Company’s services are sold. See Note 10, Financial Derivatives, for a discussion of the Company’s credit risk relating to financial derivative instruments, and Note 25, Segments and Geographic Information, for a discussion of the Company’s customer concentration. |
Receivables, Net
Receivables, Net | 12 Months Ended |
Dec. 31, 2015 | |
Receivables [Abstract] | |
Receivables, Net | Note 7. Receivables, Net Receivables, net consist of the following (in thousands): December 31, 2015 2014 Trade accounts receivable $ 271,729 $ 290,711 Income taxes receivable 4,976 993 Other 3,965 3,354 280,670 295,058 Less: Allowance for doubtful accounts 3,574 4,661 $ 277,096 $ 290,397 Allowance for doubtful accounts as a percent of trade receivables 1.3 % 1.6 % |
Prepaid Expenses
Prepaid Expenses | 12 Months Ended |
Dec. 31, 2015 | |
Text Block [Abstract] | |
Prepaid Expenses | Note 8. Prepaid Expenses Prepaid expenses consist of the following (in thousands): December 31, 2015 2014 Prepaid maintenance $ 7,509 $ 5,315 Prepaid insurance 4,207 3,112 Prepaid rent 1,919 3,147 Prepaid other 3,686 3,322 $ 17,321 $ 14,896 |
Other Current Assets
Other Current Assets | 12 Months Ended |
Dec. 31, 2015 | |
Deferred Costs, Capitalized, Prepaid, and Other Assets Disclosure [Abstract] | |
Other Current Assets | Note 9. Other Current Assets Other current assets consist of the following (in thousands): December 31, 2015 2014 Deferred tax assets (Note 20) $ 12,009 $ 13,703 Financial derivatives (Note 10) 10,962 1,489 Investments held in rabbi trust (Note 11) 7,851 6,952 Value added tax certificates — 6,303 Other current assets 2,440 1,209 $ 33,262 $ 29,656 |
Financial Derivatives
Financial Derivatives | 12 Months Ended |
Dec. 31, 2015 | |
Derivative Instruments and Hedging Activities Disclosure [Abstract] | |
Financial Derivatives | Note 10. Financial Derivatives Cash Flow Hedges Derivatives and Hedging The deferred gains (losses) and related taxes on the Company’s cash flow hedges recorded in “Accumulated other comprehensive income (loss)” (“AOCI”) in the accompanying Consolidated Balance Sheets are as follows (in thousands): December 31, 2015 2014 Deferred gains (losses) in AOCI $ (558 ) $ (157 ) Tax on deferred gains (losses) in AOCI 31 46 Deferred gains (losses) in AOCI, net of taxes $ (527 ) $ (111 ) Deferred gains (losses) expected to be reclassified to “Revenues” from AOCI during the next twelve months $ (558 ) Deferred gains (losses) and other future reclassifications from AOCI will fluctuate with movements in the underlying market price of the forward contracts and options. Net Investment Hedge Non-Designated Hedges The Company had the following outstanding foreign currency forward contracts and options (in thousands): As of December 31, 2015 As of December 31, 2014 Contract Type Notional Settle Through Notional Settle Through Cash flow hedges: Options: Philippine Pesos $ 71,750 December 2016 $ 73,000 December 2015 Forwards: Costa Rican Colones 34,500 November 2016 51,600 October 2015 Romanian Leis — — 10,414 December 2015 Philippine Pesos — — 9,000 March 2015 Net investment hedges: Forwards: Euros 63,470 March 2016 51,648 March 2016 Non-designated hedges: Forwards 50,603 March 2016 64,541 March 2015 Master netting agreements exist with each respective counterparty to reduce credit risk by permitting net settlement of derivative positions. In the event of default by the Company or one of its counterparties, these agreements include a set-off clause that provides the non-defaulting party the right to net settle all derivative transactions, regardless of the currency and settlement date. The maximum amount of loss due to credit risk that, based on gross fair value, the Company would incur if parties to the derivative transactions that make up the concentration failed to perform according to the terms of the contracts was $11.0 million and $5.5 million as of December 31, 2015 and 2014, respectively. After consideration of these netting arrangements and offsetting positions by counterparty, the total net settlement amount as it relates to these positions are asset positions of $10.2 million and $4.4 million, and liability positions of $0.1 million and $0.1 million as of December 31, 2015 and 2014, respectively. Although legally enforceable master netting arrangements exist between the Company and each counterparty, the Company has elected to present the derivative assets and derivative liabilities on a gross basis in the accompanying Consolidated Balance Sheets. Additionally, the Company is not required to pledge, nor is it entitled to receive, cash collateral related to these derivative transactions. The following tables present the fair value of the Company’s derivative instruments included in the accompanying Consolidated Balance Sheets (in thousands): Derivative Assets December 31, 2015 December 31, 2014 Fair Value Fair Value Derivatives designated as cash flow hedging instruments under ASC 815: Foreign currency forward and option contracts (1) $ 544 $ 974 Derivatives designated as net investment hedging instruments under ASC 815: Foreign currency forward contracts (1) 10,161 — Foreign currency forward contracts (2) — 4,060 10,705 5,034 Derivatives not designated as hedging instruments under ASC 815: Foreign currency forward contracts (1) 257 515 Total derivative assets $ 10,962 $ 5,549 Derivative Liabilities December 31, 2015 December 31, 2014 Fair Value Fair Value Derivatives designated as cash flow hedging instruments under ASC 815: Foreign currency forward and option contracts (3) $ 396 $ 406 Derivatives not designated as hedging instruments under ASC 815: Foreign currency forward contracts (3) 439 855 Total derivative liabilities $ 835 $ 1,261 (1) Included in “Other current assets” in the accompanying Consolidated Balance Sheets. (2) Included in “Deferred charges and other assets” in the accompanying Consolidated Balance Sheets. (3) Included in “Other accrued expenses and current liabilities” in the accompanying Consolidated Balance Sheets. The following tables present the effect of the Company’s derivative instruments included in the accompanying Consolidated Financial Statements for the years ended December 31, 2015, 2014 and 2013 (in thousands): Gain (Loss) Recognized in AOCI on Derivatives (Effective Portion) Gain (Loss) Reclassified From Accumulated AOCI Into “Revenues” (Effective Portion) Gain (Loss) Recognized in “Revenues” on Derivatives (Ineffective Portion Excluded from Effectiveness December 31, December 31, December 31, 2015 2014 2013 2015 2014 2013 2015 2014 2013 Derivatives designated as cash flow hedging instruments under ASC 815: Foreign currency forward and option contracts $ 1,696 $ (2,787 ) $ (2,823 ) $ 2,138 $ (5,339 ) $ (666 ) $ 12 $ (3 ) $ 119 Derivatives designated as net investment hedging instruments under ASC 815: Foreign currency forward contracts 6,101 6,344 (1,720 ) — — — — — — Foreign currency forward and option contracts $ 7,797 $ 3,557 $ (4,543 ) $ 2,138 $ (5,339 ) $ (666 ) $ 12 $ (3 ) $ 119 Gain (Loss) Recognized in “Other income (expense)” on Derivatives December 31, 2015 2014 2013 Derivatives not designated as hedging instruments under ASC 815: Foreign currency forward contracts $ 1,374 $ (44 ) $ 4,216 |
Investments Held in Rabbi Trust
Investments Held in Rabbi Trust | 12 Months Ended |
Dec. 31, 2015 | |
Investments, Debt and Equity Securities [Abstract] | |
Investments Held in Rabbi Trust | Note 11. Investments Held in Rabbi Trust The Company’s investments held in rabbi trust, classified as trading securities and included in “Other current assets” in the accompanying Consolidated Balance Sheets, at fair value, consist of the following (in thousands): December 31, 2015 December 31, 2014 Cost Fair Value Cost Fair Value Mutual funds $ 6,217 $ 7,851 $ 5,160 $ 6,952 The mutual funds held in the rabbi trust were 79% equity-based and 21% debt-based as of December 31, 2015. Net investment income (losses), included in “Other income (expense)” in the accompanying Consolidated Statements of Operations consists of the following (in thousands): Years Ended December 31, 2015 2014 2013 Gross realized gains from sale of trading securities $ 356 $ 586 $ 160 Gross realized (losses) from sale of trading securities (1 ) — (10 ) Dividend and interest income 79 58 279 Net unrealized holding gains (losses) (597 ) (276 ) 568 Net investment income (losses) $ (163 ) $ 368 $ 997 |
Property and Equipment
Property and Equipment | 12 Months Ended |
Dec. 31, 2015 | |
Property, Plant and Equipment [Abstract] | |
Property and Equipment | Note 12. Property and Equipment Property and equipment consist of the following (in thousands): December 31, 2015 2014 Land $ 3,447 $ 3,600 Buildings and leasehold improvements 96,926 94,786 Equipment, furniture and fixtures 291,993 293,857 Capitalized internally developed software costs 17,299 7,963 Transportation equipment 546 531 Construction in progress 8,703 8,071 418,914 408,808 Less: Accumulated depreciation 306,952 298,928 $ 111,962 $ 109,880 Capitalized internally developed software, net of depreciation, included in “Property and equipment, net” in the accompanying Consolidated Balance Sheets was as follows (in thousands): December 31, 2015 2014 Capitalized internally developed software costs, net $ 8,135 $ 1,270 Winter Storm Damage In February 2015, customer contact management centers (the “facilities”) located in Perry County, Kentucky, Buchanan County, Virginia and Wise, Virginia experienced damage to the buildings and contents as a result of winter storms. The Company filed an insurance claim with its property insurance company to recover losses of $1.6 million. The Company received $0.5 million and $1.1 million in April 2015 and July 2015, respectively, for costs to clean up and repair the facilities and business interruption. The Company completed the necessary clean up and repairs. The claim was finalized during the third quarter of 2015, resulting in a $0.9 million net gain on insurance settlement included in “General and administrative” in the accompanying Consolidated Statement of Operations for the year ended December 31, 2015. Sale of Fixed Assets, Land and Building Located in Bismarck, North Dakota In November 2014, the Company sold the fixed assets, land and building located in Bismarck, North Dakota, with a net carrying value of $0.5 million, for cash of $3.1 million (net of selling costs of $0.2 million). This resulted in a net gain on disposal of property and equipment of $2.6 million, which is included in “Net gain (loss) on disposal of property and equipment” in the accompanying Consolidated Statement of Operations for the year ended December 31, 2014. |
Deferred Charges and Other Asse
Deferred Charges and Other Assets | 12 Months Ended |
Dec. 31, 2015 | |
Deferred Costs, Capitalized, Prepaid, and Other Assets Disclosure [Abstract] | |
Deferred Charges and Other Assets | Note 13. Deferred Charges and Other Assets Deferred charges and other assets consist of the following (in thousands): December 31, 2015 2014 Non-current mandatory tax security deposits (Note 20) $ 13,418 $ 15,906 Rent and other deposits 3,803 3,215 Non-current deferred tax assets (Note 20) 1,899 1,681 Non-current value added tax receivables 673 856 Foreign currency forward contracts (Note 10) — 4,060 Other 6,351 4,365 $ 26,144 $ 30,083 |
Accrued Employee Compensation a
Accrued Employee Compensation and Benefits | 12 Months Ended |
Dec. 31, 2015 | |
Text Block [Abstract] | |
Accrued Employee Compensation and Benefits | Note 14. Accrued Employee Compensation and Benefits Accrued employee compensation and benefits consist of the following (in thousands): December 31, 2015 2014 Accrued compensation $ 28,215 $ 32,786 Accrued bonus and commissions 17,754 18,590 Accrued vacation 16,439 16,613 Accrued employment taxes 8,465 9,362 Other 6,373 4,721 $ 77,246 $ 82,072 |
Deferred Revenue
Deferred Revenue | 12 Months Ended |
Dec. 31, 2015 | |
Deferred Revenue Disclosure [Abstract] | |
Deferred Revenue | Note 15. Deferred Revenue Deferred revenue consists of the following (in thousands): December 31, 2015 2014 Future service $ 22,112 $ 25,222 Estimated potential penalties and holdbacks 6,007 9,023 $ 28,119 $ 34,245 |
Other Accrued Expenses and Curr
Other Accrued Expenses and Current Liabilities | 12 Months Ended |
Dec. 31, 2015 | |
Payables and Accruals [Abstract] | |
Other Accrued Expenses and Current Liabilities | Note 16. Other Accrued Expenses and Current Liabilities Other accrued expenses and current liabilities consist of the following (in thousands): December 31, 2015 2014 Accrued legal and professional fees $ 3,079 $ 4,508 Accrued rent 1,812 640 Accrued roadside assistance claim costs 1,405 1,878 Accrued telephone charges 1,381 1,068 Accrued utilities 1,097 1,329 Accrued equipment and software 935 2,196 Foreign currency forward and option contracts (Note 10) 835 1,261 Customer deposits 714 793 Accrued restructuring (Note 3) 631 630 Other 9,587 7,913 $ 21,476 $ 22,216 |
Deferred Grants
Deferred Grants | 12 Months Ended |
Dec. 31, 2015 | |
Text Block [Abstract] | |
Deferred Grants | Note 17. Deferred Grants Deferred grants consist of the following (in thousands): December 31, 2015 2014 Property grants $ 4,377 $ 5,110 Lease grants 513 — Employment grants 149 207 Total deferred grants 5,039 5,317 Less: Property grants — short-term (1) — — Less: Lease grants — short-term (1) (80 ) — Less: Employment grants — short-term (1) (149 ) (207 ) Total long-term deferred grants $ 4,810 $ 5,110 (1) Included in “Other accrued expenses and current liabilities” in the accompanying Consolidated Balance Sheets. |
Borrowings
Borrowings | 12 Months Ended |
Dec. 31, 2015 | |
Debt Disclosure [Abstract] | |
Borrowings | Note 18. Borrowings On May 12, 2015, the Company entered into a $440 million revolving credit facility (the “2015 Credit Agreement”) with a group of lenders and KeyBank National Association, as Lead Arranger, Sole Book Runner, Administrative Agent, Swing Line Lender and Issuing Lender (“KeyBank”). The 2015 Credit Agreement replaced the Company’s previous $245 million revolving credit facility dated May 3, 2012 (the “2012 Credit Agreement”), as amended, which agreement was terminated simultaneous with entering into the 2015 Credit Agreement. The 2015 Credit Agreement is subject to certain borrowing limitations and includes certain customary financial and restrictive covenants. The 2015 Credit Agreement includes a $200 million alternate-currency sub-facility, a $10 million swingline sub-facility and a $35 million letter of credit sub-facility, and may be used for general corporate purposes including acquisitions, share repurchases, working capital support and letters of credit, subject to certain limitations. The Company is not currently aware of any inability of its lenders to provide access to the full commitment of funds that exist under the revolving credit facility, if necessary. However, there can be no assurance that such facility will be available to the Company, even though it is a binding commitment of the financial institutions. Borrowings consist of the following (in thousands): December 31, 2015 2014 Revolving credit facility $ 70,000 $ 75,000 Less: Current portion — — Total long-term debt $ 70,000 $ 75,000 The 2015 Credit Agreement matures on May 12, 2020 and has no varying installments due. Borrowings under the 2015 Credit Agreement will bear interest at either LIBOR or the base rate plus, in each case, an applicable margin based on the Company’s leverage ratio. The applicable interest rate will be determined quarterly based on the Company’s leverage ratio at such time. The base rate is a rate per annum equal to the greatest of (i) the rate of interest established by KeyBank, from time to time, as its “prime rate”; (ii) the Federal Funds effective rate in effect from time to time, plus 1/2 of 1% per annum; and (iii) the then-applicable LIBOR rate for one month interest periods, plus 1.00%. Swingline loans will bear interest only at the base rate plus the base rate margin. In addition, the Company is required to pay certain customary fees, including a commitment fee of 0.125%, which is due quarterly in arrears and calculated on the average unused amount of the 2015 Credit Agreement. The 2015 Credit Agreement is guaranteed by all of the Company’s existing and future direct and indirect material U.S. subsidiaries and secured by a pledge of 100% of the non-voting and 65% of the voting capital stock of all the direct foreign subsidiaries of the Company and those of the guarantors. In May 2015, the Company paid an underwriting fee of $0.9 million for the 2015 Credit Agreement, which is deferred and amortized over the term of the loan, along with the deferred loan fees of $0.4 million related to the 2012 Credit Agreement. The Company expensed $0.1 million of the remaining deferred loan fees related to the 2012 Credit Agreement. The following table presents information related to our credit agreements (dollars in thousands): Years Ended December 31, 2015 2014 2013 Average daily utilization $ 69,964 $ 85,874 $ 102,512 Interest expense, including commitment fee (1) $ 1,307 $ 1,425 $ 1,765 Weighted average interest rate 1.9 % 1.7 % 1.7 % (1) Excludes the amortization of deferred loan fees. |
Accumulated Other Comprehensive
Accumulated Other Comprehensive Income (Loss) | 12 Months Ended |
Dec. 31, 2015 | |
Equity [Abstract] | |
Accumulated Other Comprehensive Income (Loss) | Note 19. Accumulated Other Comprehensive Income (Loss) The Company presents data in the Consolidated Statements of Changes in Shareholders’ Equity in accordance with ASC 220 “ Comprehensive Income Foreign Currency Translation Gain (Loss) Unrealized Gain (Loss) on Net Investment Hedges Unrealized Actuarial Gain (Loss) Related to Pension Liability Unrealized Gain (Loss) on Cash Flow Hedging Instruments Unrealized Gain (Loss) on Post Retirement Obligation Total Balance at January 1, 2013 $ 16,083 $ (2,565 ) $ 1,413 $ (570 ) $ 495 $ 14,856 Pre-tax amount (3,465 ) (1,720 ) (136 ) (2,704 ) (127 ) (8,152 ) Tax (provision) benefit — 602 16 449 — 1,067 Reclassification of (gain) loss to net income — — (41 ) 321 (54 ) 226 Foreign currency translation 133 — (102 ) (31 ) — — Balance at December 31, 2013 12,751 (3,683 ) 1,150 (2,535 ) 314 7,997 Pre-tax amount (34,947 ) 6,344 (50 ) (2,790 ) 77 (31,366 ) Tax (provision) benefit — (2,385 ) 57 (17 ) — (2,345 ) Reclassification of (gain) loss to net income — — (35 ) 5,237 (49 ) 5,153 Foreign currency translation 120 — (114 ) (6 ) — — Balance at December 31, 2014 (22,076 ) 276 1,008 (111 ) 342 (20,561 ) Pre-tax amount (37,178 ) 6,101 121 1,708 (12 ) (29,260 ) Tax (provision) benefit — (2,207 ) (2 ) 32 — (2,177 ) Reclassification of (gain) loss to net income 647 — (53 ) (2,195 ) (63 ) (1,664 ) Foreign currency translation 6 — (45 ) 39 — — Balance at December 31, 2015 $ (58,601 ) $ 4,170 $ 1,029 $ (527 ) $ 267 $ (53,662 ) The following table summarizes the amounts reclassified to net income from accumulated other comprehensive income (loss) and the associated line item in the accompanying Consolidated Statements of Operations (in thousands): Years Ended December 31, Statements of Operations Location 2015 2014 2013 Foreign Currency Translation Gain (Loss): (1) Pre-tax amount $ (647 ) $ — $ — Other income (expense) Tax (provision) benefit — — — Income taxes Reclassification to net income (647 ) — — Actuarial Gain (Loss) Related to Pension Liability: (2) Pre-tax amount 41 50 60 Direct salaries and related costs Tax (provision) benefit 12 (15 ) (19 ) Income taxes Reclassification to net income 53 35 41 Gain (Loss) on Cash Flow Hedging Instruments: (3) Pre-tax amount 2,150 (5,342 ) (547 ) Revenues Tax (provision) benefit 45 105 226 Income taxes Reclassification to net income 2,195 (5,237 ) (321 ) Gain (Loss) on Post Retirement Obligation: (2) Pre-tax amount 63 49 54 General and administrative Tax (provision) benefit — — — Income taxes Reclassification to net income 63 49 54 Total reclassification of gain (loss) to net income $ 1,664 $ (5,153 ) $ (226 ) (1) See Note 26, Other Income (Expense), for further information. (2) See Note 23, Defined Benefit Pension Plan and Postretirement Benefits, for further information. (3) See Note 10, Financial Derivatives, for further information. Except as discussed in Note 20, Income Taxes, earnings associated with the Company’s investments in its foreign subsidiaries are considered to be indefinitely reinvested and no provision for income taxes on those earnings or translation adjustments have been provided. |
Income Taxes
Income Taxes | 12 Months Ended |
Dec. 31, 2015 | |
Income Tax Disclosure [Abstract] | |
Income Taxes | Note 20. Income Taxes The income before income taxes includes the following components (in thousands): Years Ended December 31, 2015 2014 2013 Domestic (U.S., state and local) $ 41,178 $ 28,563 $ 5,544 Foreign 48,805 48,596 45,781 Total income before income taxes $ 89,983 $ 77,159 $ 51,325 Significant components of the income tax provision are as follows (in thousands): Years Ended December 31, 2015 2014 2013 Current: U.S. federal $ 7,374 $ 2,579 $ 881 State and local 1,051 542 82 Foreign 10,446 11,382 13,464 Total current provision for income taxes 18,871 14,503 14,427 Deferred: U.S. federal 3,873 5,437 866 State and local (1,227 ) (446 ) — Foreign (131 ) (126 ) (1,228 ) Total deferred provision (benefit) for income taxes 2,515 4,865 (362 ) Total provision for income taxes $ 21,386 $ 19,368 $ 14,065 The temporary differences that give rise to significant portions of the deferred income tax provision (benefit) are as follows (in thousands): Years Ended December 31, 2015 2014 2013 Net operating loss and tax credit carryforwards $ 3,564 $ 19,335 $ 8,029 Accrued expenses/liabilities 2,856 (4,505 ) 954 Depreciation and amortization (2,231 ) (6,220 ) (5,030 ) Valuation allowance (1,958 ) (3,706 ) (1,887 ) Deferred statutory income 266 (29 ) (2,425 ) Other 18 (10 ) (3 ) Total deferred provision (benefit) for income taxes $ 2,515 $ 4,865 $ (362 ) The reconciliation of the income tax provision computed at the U.S. federal statutory tax rate to the Company’s effective income tax provision is as follows (in thousands): Years Ended December 31, 2015 2014 2013 Tax at U.S. federal statutory tax rate $ 31,494 $ 27,005 $ 17,964 State income taxes, net of federal tax benefit (177 ) 934 82 Foreign rate differential (14,030 ) (13,164 ) (9,319 ) Tax holidays (4,031 ) (2,749 ) (4,686 ) Permanent differences 11,737 10,170 9,051 Tax credits (4,102 ) (4,894 ) (5,020 ) Foreign withholding and other taxes 2,321 2,541 4,643 Change in valuation allowance, net of related adjustments (631 ) (7 ) 1,354 Changes in uncertain tax positions (1,858 ) (468 ) (4 ) Other 663 — — Total provision for income taxes $ 21,386 $ 19,368 $ 14,065 Withholding taxes on offshore cash movements assessed by certain foreign governments of $1.7 million, $1.8 million and $4.1 million were included in the provision for income taxes in the accompanying Consolidated Statements of Operations for the years ended December 31, 2015, 2014 and 2013, respectively. Earnings associated with the investments in the Company’s foreign subsidiaries of $399.0 million at December 31, 2015 are considered to be indefinitely reinvested outside of the U.S. Therefore, a U.S. provision for income taxes on those earnings or translation adjustments has not been recorded, as permitted by criterion outlined in ASC 740 “Income Taxes.” Determination of any unrecognized deferred tax liability related to these investments in foreign subsidiaries is not practicable due to the inherent complexity of the multi-national tax environment in which the Company operates. The Company has been granted tax holidays in The Philippines, Colombia, Costa Rica and El Salvador. The tax holidays have various expiration dates ranging from 2016 through 2028. In some cases, the tax holidays expire without possibility of renewal. In other cases, the Company expects to renew these tax holidays, but there are no assurances from the respective foreign governments that they will renew them. This could potentially result in future adverse tax consequences in the local jurisdiction, the impact of which is not practicable to estimate due to the inherent complexity of estimating critical variables such as long-term future profitability, tax regulations and rates in the multi-national tax environment in which the Company operates. The Company’s tax holidays decreased the provision for income taxes by $4.0 million ($0.09 per diluted share), $2.7 million ($0.06 per diluted share) and $4.7 million ($0.11 per diluted share) for the years ended December 31, 2015, 2014 and 2013, respectively. Deferred income taxes reflect the net tax effects of temporary differences between the carrying amount of assets and liabilities for financial reporting purposes and the amounts used for income taxes. The temporary differences that give rise to significant portions of the deferred tax assets and liabilities are presented below (in thousands): December 31, 2015 2014 Deferred tax assets: Net operating loss and tax credit carryforwards $ 32,328 $ 35,400 Valuation allowance (30,065 ) (34,146 ) Accrued expenses 24,276 25,694 Deferred revenue 3,193 3,757 Depreciation and amortization 953 835 Other 54 — 30,739 31,540 Deferred tax liabilities: Depreciation and amortization (19,826 ) (20,172 ) Deferred statutory income (579 ) (772 ) Accrued liabilities (1,104 ) (141 ) Other (119 ) (1 ) (21,628 ) (21,086 ) Net deferred tax assets $ 9,111 $ 10,454 December 31, 2015 2014 Classified as follows: Other current assets (Note 9) $ 12,009 $ 13,703 Deferred charges and other assets (Note 13) 1,899 1,681 Current deferred income tax liabilities (1,120 ) (144 ) Other long-term liabilities (3,677 ) (4,786 ) Net deferred tax assets $ 9,111 $ 10,454 There are approximately $153.5 million of income tax loss carryforwards as of December 31, 2015, with varying expiration dates, approximately $113.6 million relating to foreign operations and $39.9 million relating to U.S. state operations. With respect to foreign operations, $94.4 million of the net operating loss carryforwards have an indefinite expiration date and the remaining $19.2 million net operating loss carryforwards have varying expiration dates through December 2036. Regarding the U.S. state and foreign aforementioned tax loss carryforwards, no benefit has been recognized for $14.0 million and $104.0 million, respectively, as the Company does not anticipate that the losses will more likely than not be fully utilized. The Company has accrued $8.1 million and $13.3 million as of December 31, 2015 and 2014, respectively, excluding penalties and interest, for the liability for unrecognized tax benefits. The decrease is primarily due to the recognition of $2.2 million of tax benefits resulting from the expiration of the statute of limitations, as previously mentioned, and the effects of foreign exchange rate adjustments. As of December 31, 2014, $2.7 million of unrecognized tax benefits were recorded to “Deferred charges and other assets” in the accompanying Consolidated Balance Sheets in accordance with ASU 2013-11 “ Income Taxes (Topic 740) – Presentation of an Unrecognized Tax Benefit When a Net Operating Loss Carryforward, a Similar Tax Loss, or a Tax Credit Carryforward Exists.” The Company recognizes interest and penalties related to unrecognized tax benefits in the provision for income taxes. The Company had $10.4 million and $10.1 million accrued for interest and penalties as of December 31, 2015 and 2014, respectively. Of the accrued interest and penalties at December 31, 2015 and 2014, $3.4 million and $3.3 million, respectively, relate to statutory penalties. The amount of interest and penalties, net, included in the provision for income taxes in the accompanying Consolidated Statements of Operations for the years ended December 31, 2015, 2014 and 2013 was $0.3 million, $(0.5) million and $0.4 million, respectively. The tabular reconciliation of the amounts of unrecognized net tax benefits is presented below (in thousands): Years Ended December 31, 2015 2014 2013 Gross unrecognized tax benefits as of January 1, $ 13,285 $ 14,991 $ 16,897 Decreases due to lapse in applicable statute of limitations (2,206 ) — (390 ) Foreign currency translation increases (decreases) (2,963 ) (1,706 ) (1,516 ) Gross unrecognized tax benefits as of December 31, $ 8,116 $ 13,285 $ 14,991 The Company is currently under audit in several tax jurisdictions. The Company received assessments for the Canadian 2003-2009 audit. Requests for Competent Authority Assistance were filed with both the Canadian Revenue Agency and the U.S. Internal Revenue Service and the Company paid mandatory security deposits to Canada as part of this process. The total amount of deposits, net of the effects of foreign exchange rate adjustments, were $13.4 million and $15.9 million as of December 31, 2015 and 2014, respectively, and are included in “Deferred charges and other assets” in the accompanying Consolidated Balance Sheets. Although the outcome of examinations by taxing authorities is always uncertain, the Company believes it is adequately reserved for these audits and that resolution is not expected to have a material impact on its financial condition and results of operations. The significant tax jurisdictions currently under audit are as follows: Tax Jurisdiction Tax Year Ended Canada 2003 to 2009 The Company and its subsidiaries file federal, state and local income tax returns as required in the U.S. and in various foreign tax jurisdictions. The following table presents the major tax jurisdictions and tax years that are open and subject to examination by the respective tax authorities as of December 31, 2015: Tax Jurisdiction Tax Year Ended Canada 2003 to present United States (1) 2012 to present (1) The 2002 to 2011 tax years are open to the extent of the tax credit carryforward amounts. |
Earnings Per Share
Earnings Per Share | 12 Months Ended |
Dec. 31, 2015 | |
Earnings Per Share [Abstract] | |
Earnings Per Share | Note 21. Earnings Per Share Basic earnings per share is based on the weighted average number of common shares outstanding during the periods. Diluted earnings per share includes the weighted average number of common shares outstanding during the respective periods and the further dilutive effect, if any, from stock appreciation rights, restricted stock, restricted stock units and shares held in a rabbi trust using the treasury stock method. The numbers of shares used in the earnings per share computation are as follows (in thousands): Years Ended December 31, 2015 2014 2013 Basic: Weighted average common shares outstanding 41,899 42,609 42,877 Diluted: Dilutive effect of stock appreciation rights, restricted stock, restricted stock units and shares held in a rabbi trust 548 205 48 Total weighted average diluted shares outstanding 42,447 42,814 42,925 Anti-dilutive shares excluded from the diluted earnings per share calculation 20 37 42 On August 18, 2011, the Company’s Board of Directors (the “Board”) authorized the Company to purchase up to 5.0 million shares of its outstanding common stock (the “2011 Share Repurchase Program”). A total of 4.9 million shares have been repurchased under the 2011 Share Repurchase Program since inception. The shares are purchased, from time to time, through open market purchases or in negotiated private transactions, and the purchases are based on factors, including but not limited to, the stock price, management discretion and general market conditions. The 2011 Share Repurchase Program has no expiration date. The shares repurchased under the Company’s share repurchase programs were as follows (in thousands, except per share amounts): Total Number Total Cost of of Shares Range of Prices Paid Per Share Shares For the Years Ended Repurchased Low High Repurchased December 31, 2015 860 $ 22.81 $ 25.00 $ 20,879 December 31, 2014 630 $ 19.80 $ 20.00 $ 12,581 December 31, 2013 341 $ 15.61 $ 16.99 $ 5,479 |
Commitments and Loss Contingenc
Commitments and Loss Contingency | 12 Months Ended |
Dec. 31, 2015 | |
Commitments and Contingencies Disclosure [Abstract] | |
Commitments and Loss Contingency | Note 22. Commitments and Loss Contingency Lease and Purchase Commitments The Company leases certain equipment and buildings under operating leases, which expire at various dates through 2035, many with options to cancel at varying points during the lease. Fair value renewal and escalation clauses exist for many of the operating leases. Rental expense under operating leases was as follows (in thousands): Years Ended December 31, 2015 2014 2013 Rental expense $ 47,208 $ 44,916 $ 47,365 The following is a schedule of future minimum rental payments required under operating leases that have noncancelable lease terms as of December 31, 2015 (in thousands): Amount 2016 $ 38,318 2017 33,923 2018 27,641 2019 22,480 2020 16,423 2021 and thereafter 30,973 Total minimum payments required $ 169,758 The Company enters into agreements with third-party vendors in the ordinary course of business whereby the Company commits to purchase goods and services used in its normal operations. These agreements generally are not cancelable, range from one to five year periods and may contain fixed or minimum annual commitments. Certain of these agreements allow for renegotiation of the minimum annual commitments based on certain conditions. The following is a schedule of future minimum purchases remaining under the agreements as of December 31, 2015 (in thousands): Amount 2016 $ 41,806 2017 15,975 2018 1,718 2019 1,477 2020 857 2021 and thereafter 470 Total minimum payments required $ 62,303 On July 2, 2015, the Company completed the Qelp acquisition, which included contingent consideration based on achieving targets tied to revenues and EBITDA for the years ended December 31, 2016, 2017 and 2018. The estimated future value of the contingent consideration is $9.1 million and is expected to be paid over a three-year period. Indemnities, Commitments and Guarantees From time to time, during the normal course of business, the Company may make certain indemnities, commitments and guarantees under which it may be required to make payments in relation to certain transactions. These include, but are not limited to: (i) indemnities to clients, vendors and service providers pertaining to claims based on negligence or willful misconduct of the Company and (ii) indemnities involving breach of contract, the accuracy of representations and warranties of the Company, or other liabilities assumed by the Company in certain contracts. In addition, the Company has agreements whereby it will indemnify certain officers and directors for certain events or occurrences while the officer or director is, or was, serving at the Company’s request in such capacity. The indemnification period covers all pertinent events and occurrences during the officer’s or director’s lifetime. The maximum potential amount of future payments the Company could be required to make under these indemnification agreements is unlimited; however, the Company has director and officer insurance coverage that limits its exposure and enables it to recover a portion of any future amounts paid. The Company believes the applicable insurance coverage is generally adequate to cover any estimated potential liability under these indemnification agreements. The majority of these indemnities, commitments and guarantees do not provide for any limitation of the maximum potential for future payments the Company could be obligated to make. The Company has not recorded any liability for these indemnities, commitments and guarantees in the accompanying Consolidated Balance Sheets. In addition, the Company has some client contracts that do not contain contractual provisions for the limitation of liability, and other client contracts that contain agreed upon exceptions to limitation of liability. The Company has not recorded any liability in the accompanying Consolidated Balance Sheets with respect to any client contracts under which the Company has or may have unlimited liability. Loss Contingency The Company, from time to time, is involved in legal actions arising in the ordinary course of business. With respect to these matters, management believes that the Company has adequate legal defenses and/or when possible and appropriate, provided adequate accruals related to those matters such that the ultimate outcome will not have a material adverse effect on the Company’s financial position or results of operations. |
Defined Benefit Pension Plan an
Defined Benefit Pension Plan and Postretirement Benefits | 12 Months Ended |
Dec. 31, 2015 | |
Compensation and Retirement Disclosure [Abstract] | |
Defined Benefit Pension Plan and Postretirement Benefits | Note 23. Defined Benefit Pension Plan and Postretirement Benefits Defined Benefit Pension Plans The Company sponsors non-contributory defined benefit pension plans (the “Pension Plans”) for its covered employees in The Philippines. The Pension Plans provide defined benefits based on years of service and final salary. All permanent employees meeting the minimum service requirement are eligible to participate in the Pension Plans. As of December 31, 2015, the Pension Plans were unfunded. The Company expects to make no cash contributions to its Pension Plans during 2016. The following table provides a reconciliation of the change in the benefit obligation for the Pension Plans and the net amount recognized, included in “Other long-term liabilities”, in the accompanying Consolidated Balance Sheets (in thousands): December 31, 2015 2014 Beginning benefit obligation $ 3,100 $ 2,481 Service cost 433 387 Interest cost 135 104 Actuarial (gains) losses (121 ) 50 Effect of foreign currency translation (138 ) 78 Ending benefit obligation $ 3,409 $ 3,100 Unfunded status (3,409 ) (3,100 ) Net amount recognized $ (3,409 ) $ (3,100 ) The actuarial assumptions used to determine the benefit obligations and net periodic benefit cost for the Pension Plans were as follows: Years Ended December 31, 2015 2014 2013 Discount rate 5.0 - 5.4% 4.5 - 4.9% 4.3 - 5.2% Rate of compensation increase 2.0% 2.0% 2.0% The Company evaluates these assumptions on a periodic basis taking into consideration current market conditions and historical market data. The discount rate is used to calculate expected future cash flows at a present value on the measurement date, which is December 31. This rate represents the market rate for high-quality fixed income investments. A lower discount rate would increase the present value of benefit obligations. Other assumptions include demographic factors such as retirement, mortality and turnover. The following table provides information about the net periodic benefit cost and other accumulated comprehensive income for the Pension Plans (in thousands): Years Ended December 31, 2015 2014 2013 Service cost $ 433 $ 387 $ 392 Interest cost 135 104 137 Recognized actuarial (gains) (41 ) (50 ) (60 ) Net periodic benefit cost 527 441 469 Unrealized net actuarial (gains), net of tax (1,029 ) (1,008 ) (1,150 ) Total amount recognized in net periodic benefit cost and other accumulated comprehensive income (loss) $ (502 ) $ (567 ) $ (681 ) The estimated future benefit payments, which reflect expected future service, as appropriate, are as follows (in thousands): Years Ending December 31, Amount 2016 $ 143 2017 69 2018 45 2019 253 2020 157 2021 - 2025 964 The Company expects to recognize less than $0.1 million of net actuarial gains as a component of net periodic benefit cost in 2016. Employee Retirement Savings Plans The Company maintains a 401(k) plan covering defined employees who meet established eligibility requirements. Under the plan provisions, the Company matches 50% of participant contributions to a maximum matching amount of 2% of participant compensation. The Company’s contributions included in the accompanying Consolidated Statements of Operations were as follows (in thousands): Years Ended December 31, 2015 2014 2013 401(k) plan contributions $ 832 $ 870 $ 895 Split-Dollar Life Insurance Arrangement In 1996, the Company entered into a split-dollar life insurance arrangement to benefit the former Chairman and Chief Executive Officer of the Company. Under the terms of the arrangement, the Company retained a collateral interest in the policy to the extent of the premiums paid by the Company. The postretirement benefit obligation included in “Other long-term liabilities” and the unrealized gains (losses) included in “Accumulated other comprehensive income” in the accompanying Consolidated Balance Sheets were as follows (in thousands): December 31, 2015 2014 Postretirement benefit obligation $ 37 $ 46 Unrealized gains (losses) in AOCI (1) 267 342 (1) Unrealized gains (losses) are due to changes in discount rates related to the postretirement obligation. Post-Retirement Defined Contribution Healthcare Plan On January 1, 2005, the Company established a Post-Retirement Defined Contribution Healthcare Plan for eligible employees meeting certain service and age requirements. The plan is fully funded by the participants and accordingly, the Company does not recognize expense relating to the plan. |
Stock-Based Compensation
Stock-Based Compensation | 12 Months Ended |
Dec. 31, 2015 | |
Disclosure of Compensation Related Costs, Share-based Payments [Abstract] | |
Stock-Based Compensation | Note 24. Stock-Based Compensation The Company’s stock-based compensation plans include the 2011 Equity Incentive Plan, the 2004 Non-Employee Director Fee Plan and the Deferred Compensation Plan. The following table summarizes the stock-based compensation expense (primarily in the Americas), income tax benefits related to the stock-based compensation and excess tax benefits (deficiencies) (in thousands): Years Ended December 31, 2015 2014 2013 Stock-based compensation (expense) (1) $ (8,749 ) $ (6,381 ) $ (4,873 ) Income tax benefit (2) 3,281 2,233 1,706 Excess tax benefit (deficiency) from stock-based compensation (3) 422 (82 ) (187 ) (1) Included in “General and administrative” costs in the accompanying Consolidated Statements of Operations. (2) Included in “Income taxes” in the accompanying Consolidated Statements of Operations. (3) Included in “Additional paid-in capital” in the accompanying Consolidated Statements of Changes in Shareholders’ Equity. There were no capitalized stock-based compensation costs at December 31, 2015, 2014 and 2013. 2011 Equity Incentive Plan — Stock Appreciation Rights — SARs are granted at the fair market value of the Company’s common stock on the date of the grant and vest one-third on each of the first three anniversaries of the date of grant, provided the participant is employed by the Company on such date. The SARs have a term of 10 years from the date of grant. In the event of a change in control, the SARs will vest on the date of the change in control, provided that the participant is employed by the Company on the date of the change in control. All currently outstanding SARs are exercisable within three months after the death, disability, retirement or termination of the participant’s employment with the Company, if and to the extent the SARs were exercisable immediately prior to such termination. If the participant’s employment is terminated for cause, or the participant terminates his or her own employment with the Company, any portion of the SARs not yet exercised (whether or not vested) terminates immediately on the date of termination of employment. The fair value of each SAR is estimated on the date of grant using the Black-Scholes valuation model that uses various assumptions. The fair value of the SARs is expensed on a straight-line basis over the requisite service period. Expected volatility is based on the historical volatility of the Company’s stock. The risk-free rate for periods within the contractual life of the award is based on the yield curve of a zero-coupon U.S. Treasury bond on the date the award is granted with a maturity equal to the expected term of the award. Exercises and forfeitures are estimated within the valuation model using employee termination and other historical data. The expected term of the SARs granted represents the period of time the SARs are expected to be outstanding. The following table summarizes the assumptions used to estimate the fair value of SARs granted: Years Ended December 31, 2015 2014 2013 Expected volatility 34.1 % 38.9 % 45.2 % Weighted-average volatility 34.1 % 38.9 % 45.2 % Expected dividend rate 0.0 % 0.0 % 0.0 % Expected term (in years) 5.0 5.0 5.0 Risk-free rate 1.6 % 1.7 % 0.8 % The following table summarizes SARs activity as of December 31, 2015 and for the year then ended: Stock Appreciation Rights Shares (000s) Weighted Weighted Aggregate Outstanding at January 1, 2015 959 $ — Granted 217 $ — Exercised (695 ) $ — Forfeited or expired — $ — Outstanding at December 31, 2015 481 $ — 8.1 $ 4,366 Vested or expected to vest at December 31, 2015 481 $ — 8.1 $ 4,366 Exercisable at December 31, 2015 57 $ — 4.7 $ 508 The following table summarizes information regarding SARs granted and exercised (in thousands, except per SAR amounts): Years Ended December 31, 2015 2014 2013 Number of SARs granted 217 246 318 Weighted average grant-date fair value per SAR $ 8.17 $ 7.20 $ 6.08 Intrinsic value of SARs exercised $ 5,957 $ 391 $ 488 Fair value of SARs vested $ 1,302 $ 1,553 $ 1,298 The following table summarizes nonvested SARs activity as of December 31, 2015 and for the year then ended: Nonvested Stock Appreciation Rights Shares (000s) Weighted Nonvested at January 1, 2015 411 $ 6.61 Granted 217 $ 8.17 Vested (204 ) $ 6.41 Forfeited or expired — $ — Nonvested at December 31, 2015 424 $ 7.50 As of December 31, 2015, there was $2.0 million of total unrecognized compensation cost, net of estimated forfeitures, related to nonvested SARs granted under the 2011 Plan. This cost is expected to be recognized over a weighted average period of 1.3 years. Restricted Shares — Changes in the probability of achieving the performance goals from period to period will result in corresponding changes in compensation expense. The employment-based restricted shares currently outstanding vest one-third on each of the first three anniversaries of the date of grant, provided the participant is employed by the Company on such date. In the event of a change in control (as defined in the 2011 Plan) prior to the date the restricted shares vest, all of the restricted shares will vest and the restrictions on transfer will lapse with respect to such vested shares on the date of the change in control, provided that participant is employed by the Company on the date of the change in control. If the participant’s employment with the Company is terminated for any reason, either by the Company or participant, prior to the date on which the restricted shares have vested and the restrictions have lapsed with respect to such vested shares, any restricted shares remaining subject to the restrictions (together with any dividends paid thereon) will be forfeited, unless there has been a change in control prior to such date. The following table summarizes nonvested restricted shares/RSUs activity as of December 31, 2015 and for the year then ended: Nonvested Restricted Shares and RSUs Shares (000s) Weighted Nonvested at January 1, 2015 1,194 $ 16.80 Granted 441 $ 25.06 Vested (125 ) $ 16.10 Forfeited or expired (264 ) $ 15.71 Nonvested at December 31, 2015 1,246 $ 20.03 The following table summarizes information regarding restricted shares/RSUs granted and vested (in thousands, except per restricted share/RSU amounts): Years Ended December 31, 2015 2014 2013 Number of restricted shares/RSUs granted 441 500 706 Weighted average grant-date fair value per restricted share/RSU $ 25.06 $ 19.77 $ 15.25 Fair value of restricted shares/RSUs vested $ 2,019 $ 895 $ 366 As of December 31, 2015, based on the probability of achieving the performance goals, there was $14.6 million of total unrecognized compensation cost, net of estimated forfeitures, related to nonvested restricted shares/RSUs granted under the 2011 Plan. This cost is expected to be recognized over a weighted average period of 1.7 years. Non-Employee Director Fee Plan — The 2004 Fee Plan also provided that each non-employee director would receive, on the day after the annual shareholders meeting, an annual retainer for service as a non-employee director (the “Annual Retainer”). Prior to May 17, 2012, the Annual Retainer was $95,000, of which $50,000 was payable in cash, and the remainder was paid in stock. The annual grant of cash vested in four equal quarterly installments, one-fourth on the day following the annual meeting of shareholders, and an additional one-fourth on each successive third monthly anniversary of the date of grant. The annual grant of shares paid to non-employee directors prior to May 17, 2012 vests in eight equal quarterly installments, one-eighth on the day following the annual meeting of shareholders, and an additional one-eighth on each successive third monthly anniversary of the date of grant. On May 17, 2012, upon the recommendation of the Compensation and Human Resource Development Committee, the Board adopted the Fifth Amended and Restated Non-Employee Director Fee Plan (the “Amendment”), which increased the common stock component of the Annual Retainer by $30,000, resulting in a total Annual Retainer of $125,000, of which $50,000 was payable in cash and the remainder paid in stock. In addition, the Amendment also changed the vesting period for the annual equity award, from a two-year vesting period, to a one-year vesting period (consisting of four equal quarterly installments, one-fourth on the date of grant and an additional one-fourth on each successive third monthly anniversary of the date of grant). The award lapses with respect to all unpaid cash and unvested shares in the event the non-employee director ceases to be a director of the Company, and any unvested shares and unpaid cash are forfeited. In addition to the Annual Retainer award, the 2004 Fee Plan also provided for any non-employee Chairman of the Board to receive an additional annual cash award of $100,000, and each non-employee director serving on a committee of the Board to receive an additional annual cash award. The additional annual cash award for the Chairperson of the Audit Committee is $20,000 and Audit Committee members’ are entitled to an annual cash award of $10,000. Prior to May 20, 2011, the annual cash awards for the Chairpersons of the Compensation and Human Resource Development Committee, Finance Committee and Nominating and Corporate Governance Committee were $12,500 and the members of such committees were entitled to an annual cash award of $7,500. On May 20, 2011, the Board increased the additional annual cash award to the Chairperson of the Compensation and Human Resource Development Committee to $15,000. All other additional cash awards remained unchanged. The 2004 Fee Plan expired in May 2014, prior to the 2014 Annual Shareholder Meeting. In March 2014, upon the recommendation of the Compensation Committee, the Board determined that, following the expiration of the 2004 Fee Plan, the compensation of non-employee Directors should continue on the same terms as provided in the Fifth Amended and Restated Non-Employee Director Fee Plan, and that the stock portion of such compensation would be issued under the 2011 Plan. At the Board’s regularly scheduled meeting on December 9, 2014, upon the recommendation of the Compensation Committee, the Board determined that the amount of the cash and equity compensation payable to non-employee directors beginning on the date of the 2015 annual shareholder meeting would be increased as follows: cash compensation would be increased by $5,000 per year to a total of $55,000 and equity compensation would be increased by $25,000 per year to a total of $100,000. No change would be made in the additional amounts payable to the Chairman of the Board or the Chairs or members of the various Board committees for their service on such committees, and no changes would be made in the payment terms described above for such cash and equity compensation. The Board may pay additional cash compensation to any non-employee director for services on behalf of the Board over and above those typically expected of directors, including but not limited to service on a special committee of the Board. The following table summarizes nonvested common stock share award activity as of December 31, 2015 and for the year then ended: Nonvested Common Stock Share Awards Shares (000s) Weighted Nonvested at January 1, 2015 12 $ 20.24 Granted 32 $ 24.70 Vested (33 ) $ 23.43 Forfeited or expired — $ — Nonvested at December 31, 2015 11 $ 23.74 The following table summarizes information regarding common stock share awards granted and vested (in thousands, except per share award amounts): Years Ended December 31, 2015 2014 2013 Number of share awards granted 32 36 37 Weighted average grant-date fair value per share award $ 24.70 $ 20.15 $ 16.01 Fair value of share awards vested $ 790 $ 630 $ 669 As of December 31, 2015, there was $0.2 million of total unrecognized compensation costs, net of estimated forfeitures, related to nonvested common stock share awards granted under the 2004 Fee Plan. This cost is expected to be recognized over a weighted average period of 0.3 years. Deferred Compensation Plan — Additionally, the Company’s common stock match associated with the Deferred Compensation Plan, with a carrying value of approximately $1.6 million and $1.5 million at December 31, 2015 and 2014, respectively, is included in “Treasury stock” in the accompanying Consolidated Balance Sheets. The following table summarizes nonvested common stock activity as of December 31, 2015 and for the year then ended: Nonvested Common Stock Shares (000s) Weighted Nonvested at January 1, 2015 5 $ 17.88 Granted 8 $ 25.06 Vested (10 ) $ 23.12 Forfeited or expired — $ — Nonvested at December 31, 2015 3 $ 19.53 The following table summarizes information regarding shares of common stock granted and vested (in thousands, except per common stock amounts): Years Ended December 31, 2015 2014 2013 Number of shares of common stock granted 8 10 13 Weighted average grant-date fair value per common stock $ 25.06 $ 20.54 $ 16.76 Fair value of common stock vested $ 244 $ 212 $ 257 Cash used to settle the obligation $ 65 $ 1,493 $ 1,014 As of December 31, 2015, there was less than $0.1 million of total unrecognized compensation cost, net of estimated forfeitures, related to nonvested common stock granted under the Deferred Compensation Plan. This cost is expected to be recognized over a weighted average period of 2.0 years. |
Segments and Geographic Informa
Segments and Geographic Information | 12 Months Ended |
Dec. 31, 2015 | |
Segment Reporting [Abstract] | |
Segments and Geographic Information | Note 25. Segments and Geographic Information The Company operates within two regions, the Americas and EMEA. Each region represents a reportable segment comprised of aggregated regional operating segments, which portray similar economic characteristics. The Company aligns its business into two segments to effectively manage the business and support the customer care needs of every client and to respond to the demands of the Company’s global customers. The reportable segments consist of (1) the Americas, which includes the United States, Canada, Latin America, Australia and the Asia Pacific Rim, and provides outsourced customer contact management solutions (with an emphasis on technical support and customer service) and technical staffing and (2) EMEA, which includes Europe, the Middle East and Africa, and provides outsourced customer contact management solutions (with an emphasis on technical support and customer service) and fulfillment services. The sites within Latin America, Australia and the Asia Pacific Rim are included in the Americas segment given the nature of the business and client profile, which is primarily made up of U.S.-based companies that are using the Company’s services in these locations to support their customer contact management needs. Information about the Company’s reportable segments was as follows (in thousands): Americas EMEA Other (1) Consolidated Year Ended December 31, 2015: Revenues $ 1,045,415 $ 240,826 $ 99 $ 1,286,340 Percentage of revenues 81.3 % 18.7 % 0.0 % 100.0 % Depreciation, net $ 37,842 $ 4,559 $ 1,351 $ 43,752 Amortization of intangibles $ 13,648 $ 522 $ — $ 14,170 Income (loss) from operations $ 135,443 $ 15,336 $ (56,515 ) $ 94,264 Other (expense), net (4,281 ) (4,281 ) Income taxes (21,386 ) (21,386 ) Net income $ 68,597 Total assets as of December 31, 2015 $ 1,058,467 $ 1,419,578 $ (1,530,273 ) $ 947,772 Year Ended December 31, 2014: Revenues $ 1,070,824 $ 256,699 $ — $ 1,327,523 Percentage of revenues 80.7 % 19.3 % 0.0 % 100.0 % Depreciation, net $ 40,557 $ 4,806 $ — $ 45,363 Amortization of intangibles $ 14,396 $ — $ — $ 14,396 Income (loss) from operations $ 113,549 $ 16,208 $ (50,202 ) $ 79,555 Other (expense), net (2,396 ) (2,396 ) Income taxes (19,368 ) (19,368 ) Net income $ 57,791 Total assets as of December 31, 2014 $ 1,080,010 $ 1,373,590 $ (1,509,100 ) $ 944,500 Year Ended December 31, 2013: Revenues $ 1,050,813 $ 212,647 $ — $ 1,263,460 Percentage of revenues 83.2 % 16.8 % 0.0 % 100.0 % Depreciation, net $ 37,818 $ 4,266 $ — $ 42,084 Amortization of intangibles $ 14,863 $ — $ — $ 14,863 Income (loss) from operations $ 94,006 $ 6,052 $ (46,531 ) $ 53,527 Other (expense), net (2,202 ) (2,202 ) Income taxes (14,065 ) (14,065 ) Net income $ 37,260 Total assets as of December 31, 2013 $ 1,097,788 $ 1,409,185 $ (1,556,712 ) $ 950,261 (1) Other items (including corporate and other costs, impairment costs, other income and expense, and income taxes) are shown for purposes of reconciling to the Company’s consolidated totals as shown in the tables above for the years ended December 31, 2015, 2014 and 2013. Inter-segment revenues are not material to the Americas and EMEA segment results. The Company evaluates the performance of its geographic segments based on revenues and income (loss) from operations, and does not include segment assets or other income and expense items for management reporting purposes. Total revenues by segment from AT&T Corporation (“AT&T”), a major provider of communication services for which the Company provides various customer support services over several distinct lines of AT&T businesses, were as follows (in thousands): Years Ended December 31, 2015 2014 2013 Amount % of Revenues Amount % of Revenues Amount % of Revenues Americas $ 217,449 20.8 % $ 212,607 19.9 % $ 162,888 15.5 % EMEA 3,003 1.2 % 3,519 1.4 % 3,513 1.7 % $ 220,452 17.1 % $ 216,126 16.3 % $ 166,401 13.2 % The Company has multiple distinct contracts with AT&T spread across multiple lines of businesses, which expire at varying dates between 2016 and 2017. The Company has historically renewed most of these contracts. However, there is no assurance that these contracts will be renewed, or if renewed, will be on terms as favorable as the existing contracts. Each line of business is governed by separate business terms, conditions and metrics. Each line of business also has a separate decision maker such that a loss of one line of business would not necessarily impact the Company’s relationship with the client and decision makers on other lines of business. The loss of (or the failure to retain a significant amount of business with) any of the Company’s key clients, including AT&T, could have a material adverse effect on its performance. Many of the Company’s contracts contain penalty provisions for failure to meet minimum service levels and are cancelable by the client at any time or on short notice. Also, clients may unilaterally reduce their use of the Company’s services under the contracts without penalty. Total revenues by segment from the Company’s next largest client, which was in the financial services vertical in each of the years, were as follows (in thousands): Years Ended December 31, 2015 2014 2013 Amount % of Revenues Amount % of Revenues Amount % of Revenues Americas $ 62,980 6.0 % $ 70,255 6.6 % $ 73,226 7.0 % EMEA — 0.0 % — 0.0 % — 0.0 % $ 62,980 4.9 % $ 70,255 5.3 % $ 73,226 5.8 % Other than AT&T, total revenues by segment of the Company’s clients that each individually represents 10% or greater of that segment’s revenues in each of the periods were as follows (in thousands): Years Ended December 31, 2015 2014 2013 Amount % of Revenues Amount % of Revenues Amount % of Revenues Americas $ — 0.0 % $ — 0.0 % $ — 0.0 % EMEA 68,720 28.5 % 79,811 31.1 % 55,123 25.9 % $ 68,720 5.3 % $ 79,811 6.0 % $ 55,123 4.4 % The Company’s top ten clients accounted for approximately 48.5%, 46.8% and 45.9% of its consolidated revenues during the years ended December 31, 2015, 2014 and 2013, respectively. Information about the Company’s revenues by geographic location was as follows (in thousands): Years Ended December 31, 2015 2014 2013 Revenues: (1) United States $ 422,584 $ 425,746 $ 388,775 The Philippines 216,170 205,332 213,132 Canada 133,549 195,739 210,463 Costa Rica 114,483 97,295 101,888 El Salvador 63,462 52,609 46,301 China 36,270 32,167 25,478 Australia 23,960 33,126 36,725 Mexico 18,338 20,439 23,701 Colombia 7,381 3,073 — Brazil 5,442 3,005 3,288 India 3,776 2,293 1,062 Total Americas 1,045,415 1,070,824 1,050,813 Germany 82,120 88,887 77,950 Sweden 56,600 68,057 49,953 United Kingdom 50,209 42,328 33,750 Romania 15,474 18,288 14,856 Hungary 9,164 8,723 8,525 Norway 8,382 10,265 6,768 Finland 4,643 4,295 4,936 Denmark 3,898 4,578 4,739 Netherlands 3,783 3,126 3,073 Egypt 3,552 4,633 4,810 Slovakia 3,001 3,519 3,287 Total EMEA 240,826 256,699 212,647 Total Other 99 — — $ 1,286,340 $ 1,327,523 $ 1,263,460 (1) Revenues are attributed to countries based on location of customer, except for revenues for Costa Rica, The Philippines, China and India which are primarily comprised of customers located in the U.S., but serviced by centers in those respective geographic locations. Information about the Company’s long-lived assets by geographic location was as follows (in thousands): December 31, 2015 2014 Long-Lived Assets: (1) United States $ 93,941 $ 108,030 The Philippines 10,844 14,656 Canada 10,278 16,257 Costa Rica 7,382 5,625 El Salvador 3,329 3,298 China 3,523 4,417 Australia 2,396 2,923 Mexico 1,307 1,575 Colombia 1,299 1,514 Brazil 1,047 844 India 301 223 Total Americas 135,647 159,362 Germany 1,973 2,310 Sweden 1,681 2,478 United Kingdom 3,652 3,871 Romania 678 682 Hungary 536 442 Norway 278 490 Finland 226 92 Denmark 81 95 Netherlands 7,243 9 Egypt 105 172 Slovakia — 497 Total EMEA 16,453 11,138 Total Other 10,758 — $ 162,858 $ 170,500 (1) Long-lived assets include property and equipment, net, and intangibles, net. Goodwill by segment was as follows (in thousands): December 31, 2015 2014 Americas $ 186,049 $ 193,831 EMEA 9,684 — $ 195,733 $ 193,831 Revenues for the Company’s products and services were as follows (in thousands): Years Ended December 31, 2015 2014 2013 Outsourced customer contract management services $ 1,261,465 $ 1,303,607 $ 1,240,328 Fulfillment services 21,434 18,392 16,953 Enterprise support services 3,441 5,524 6,179 $ 1,286,340 $ 1,327,523 $ 1,263,460 |
Other Income (Expense)
Other Income (Expense) | 12 Months Ended |
Dec. 31, 2015 | |
Other Income and Expenses [Abstract] | |
Other Income (Expense) | Note 26. Other Income (Expense) Other income (expense) consists of the following (in thousands): Years Ended December 31, 2015 2014 2013 Foreign currency transaction gains (losses) $ (2,924 ) $ (1,740 ) $ (5,962 ) Gains (losses) on foreign currency derivative instruments not designated as hedges 1,374 (44 ) 4,216 Gains (losses) on liquidation of foreign subsidiaries (647 ) — — Other miscellaneous income (expense) (287 ) 441 985 $ (2,484 ) $ (1,343 ) $ (761 ) |
Related Party Transactions
Related Party Transactions | 12 Months Ended |
Dec. 31, 2015 | |
Related Party Transactions [Abstract] | |
Related Party Transactions | Note 27. Related Party Transactions In January 2008, the Company entered into a lease for a customer contact management center located in Kingstree, South Carolina. The landlord, Kingstree Office One, LLC, is an entity controlled by John H. Sykes, the founder, former Chairman and Chief Executive Officer of the Company and the father of Charles Sykes, President and Chief Executive Officer of the Company. The lease payments on the 20-year lease were negotiated at or below market rates, and the lease is cancellable at the option of the Company. There are significant penalties for early cancellation which decrease over time. The Company paid $0.4 million to the landlord during each of the years ended December 31, 2015, 2014 and 2013 under the terms of the lease. |
Schedule II - Valuation and Qua
Schedule II - Valuation and Qualifying Accounts | 12 Months Ended |
Dec. 31, 2015 | |
Valuation and Qualifying Accounts [Abstract] | |
Schedule II - Valuation and Qualifying Accounts | Schedule II — Valuation and Qualifying Accounts Years ended December 31, 2015, 2014 and 2013: (in thousands) Balance at Charged Additions (1) Balance at Allowance for doubtful accounts: Year ended December 31, 2015 $ 4,661 278 $ (1,365 ) $ 3,574 Year ended December 31, 2014 4,987 (181 ) (145 ) 4,661 Year ended December 31, 2013 5,081 483 (577 ) 4,987 Valuation allowance for net deferred tax assets: Year ended December 31, 2015 $ 34,146 $ (4,081 ) $ — $ 30,065 Year ended December 31, 2014 42,664 (8,518 ) — 34,146 Year ended December 31, 2013 43,298 (634 ) — 42,664 Reserves for value added tax receivables: Year ended December 31, 2015 $ 275 $ — $ 8 $ 283 Year ended December 31, 2014 2,530 (638 ) (1,617 ) 275 Year ended December 31, 2013 3,076 143 (689 ) 2,530 |
Overview and Summary of Signi36
Overview and Summary of Significant Accounting Policies (Policies) | 12 Months Ended |
Dec. 31, 2015 | |
Organization, Consolidation and Presentation of Financial Statements [Abstract] | |
Business | Business — Acquisition — |
Principles of Consolidation | Principles of Consolidation |
Use of Estimates | Use of Estimates — |
Subsequent Events | Subsequent Events — |
Recognition of Revenue | Recognition of Revenue — Revenue Recognition Revenues from fulfillment services account for 1.6%, 1.4% and 1.3% of total consolidated revenues for the years ended December 31, 2015, 2014 and 2013, respectively, some of which contain multiple-deliverables. The service offerings for these fulfillment service contracts typically include pick-pack-and-ship, warehousing, process management, finished goods assembly and pass-through costs. Revenue Recognition — Multiple-Element Arrangements Revenue Recognition (Topic 605): Multiple-Deliverable Revenue Arrangements — a consensus of the FASB Emerging Issues Task Force The Company allocates revenue to each of the deliverables based on a selling price hierarchy of vendor specific objective evidence (“VSOE”), third-party evidence, and then estimated selling price. VSOE is based on the price charged when the deliverable is sold separately. Third-party evidence is based on largely interchangeable competitor services in standalone sales to similarly situated customers. Estimated selling price is based on the Company’s best estimate of what the selling prices of deliverables would be if they were sold regularly on a standalone basis. Estimated selling price is established considering multiple factors including, but not limited to, pricing practices in different geographies, service offerings, and customer classifications. Once the Company allocates revenue to each deliverable, the Company recognizes revenue when all revenue recognition criteria are met. As of December 31, 2015, the Company’s fulfillment contracts with multiple-deliverables met the separation criteria as outlined in ASC 605-25 and the revenue was accounted for accordingly. Other than these fulfillment contracts, the Company had no other contracts that contain multiple-deliverables as of December 31, 2015. |
Cash and Cash Equivalents | Cash and Cash Equivalents |
Restricted Cash | Restricted Cash — |
Allowance for Doubtful Accounts | Allowance for Doubtful Accounts — |
Property and Equipment | Property and Equipment — The carrying value of property and equipment to be held and used is evaluated for impairment whenever events or changes in circumstances indicate that the carrying amount may not be recoverable in accordance with ASC 360 “ Property, Plant and Equipment |
Rent Expense | Rent Expense — Leases. |
Goodwill | Goodwill — Intangibles — Goodwill and Other” |
Intangible Assets | Intangible Assets |
Income Taxes | Income Taxes — Income Taxes The Company evaluates tax positions that have been taken or are expected to be taken in its tax returns, and records a liability for uncertain tax positions in accordance with ASC 740. ASC 740 contains a two-step approach to recognizing and measuring uncertain tax positions. First, tax positions are recognized if the weight of available evidence indicates that it is more likely than not that the position will be sustained upon examination, including resolution of related appeals or litigation processes, if any. Second, the tax position is measured as the largest amount of tax benefit that has a greater than 50% likelihood of being realized upon settlement. The Company recognizes interest and penalties related to unrecognized tax benefits in the provision for income taxes in the accompanying consolidated financial statements. |
Self-Insurance Programs | Self-Insurance Programs — |
Deferred Grants | Deferred Grants — The Company receives government employment grants as an incentive to create and maintain permanent employment positions for a specified time period. These grants are repayable, under certain terms and conditions, if the Company’s relevant employment levels do not meet or exceed the employment levels set forth in the grant agreements. Accordingly, grant monies received are deferred and amortized primarily as a reduction to “Direct salaries and related costs” using the proportionate performance model over the required employment period. The Company receives government lease grants as an incentive for leasing space at specific locations or locating call centers in a government’s jurisdiction. These grants are repayable, under certain terms and conditions, as set forth in the grant agreements. Accordingly, grant monies received are deferred and amortized primarily as a reduction to rent expense included in “General and administrative” over the required lease period. |
Deferred Revenue | Deferred Revenue |
Stock-Based Compensation | Stock-Based Compensation In accordance with ASC 718 “ Compensation — Stock Compensation |
Fair Value of Financial Instruments | Fair Value of Financial Instruments — • Cash, short-term and other investments, investments held in rabbi trust and accounts payable — • Foreign currency forward contracts and options — • Long-term debt — • Contingent consideration — Fair Value Measurements — Fair Value Measurements and Disclosures and expands disclosures about fair value measurements. ASC 820-10-20 clarifies that fair value is an exit price, representing the amount that would be received to sell an asset or paid to transfer a liability in an orderly transaction between market participants. ASC 825 “ Financial Instruments” A description of the Company’s policies regarding fair value measurement is summarized below. Fair Value Hierarchy — • Level 1 — • Level 2 — • Level 3 — . Determination of Fair Value — If quoted market prices are not available, fair value is based upon internally developed valuation techniques that use, where possible, current market-based or independently sourced market parameters, such as interest rates, currency rates, etc. Assets or liabilities valued using such internally generated valuation techniques are classified according to the lowest level input or value driver that is significant to the valuation. Thus, an item may be classified in Level 3 even though there may be some significant inputs that are readily observable. The following section describes the valuation methodologies used by the Company to measure assets and liabilities at fair value on a recurring basis, including an indication of the level in the fair value hierarchy in which each asset or liability is generally classified. Money market and open-end mutual funds — Foreign currency forward contracts and options — Investments held in rabbi trust — Guaranteed investment certificates — Contingent consideration — |
Foreign Currency Translation | Foreign Currency Translation — |
Foreign Currency and Derivative Instruments | Foreign Currency and Derivative Instruments — Derivatives and Hedging The Company designates derivatives as either (1) a hedge of a forecasted transaction or of the variability of cash flows to be received or paid related to a recognized asset or liability (“cash flow” hedge); (2) a hedge of a net investment in a foreign operation; or (3) a derivative that does not qualify for hedge accounting. To qualify for hedge accounting treatment, a derivative must be highly effective in mitigating the designated risk of the hedged item. Effectiveness of the hedge is formally assessed at inception and throughout the life of the hedging relationship. Even if a derivative qualifies for hedge accounting treatment, there may be an element of ineffectiveness of the hedge. Changes in the fair value of derivatives that are highly effective and designated as cash flow hedges are recorded in AOCI, until the forecasted underlying transactions occur. Any realized gains or losses resulting from the cash flow hedges are recognized together with the hedged transaction within “Revenues”. Changes in the fair value of derivatives that are highly effective and designated as a net investment hedge are recorded in cumulative translation adjustment in AOCI, offsetting the change in cumulative translation adjustment attributable to the hedged portion of the Company’s net investment in the foreign operation. Any realized gains and losses from settlements of the net investment hedge remain in AOCI until partial or complete liquidation of the net investment. Ineffectiveness is measured based on the change in fair value of the forward contracts and options and the fair value of the hypothetical derivatives with terms that match the critical terms of the risk being hedged. Hedge ineffectiveness is recognized within “Revenues” for cash flow hedges and within “Other income (expense)” for net investment hedges. Cash flows from the derivative contracts are classified within the operating section in the accompanying Consolidated Statements of Cash Flows. The Company formally documents all relationships between hedging instruments and hedged items, as well as its risk management objective and strategy for undertaking various hedging activities. This process includes linking all derivatives that are designated as cash flow hedges to forecasted transactions. Hedges of a net investment in a foreign operation are linked to the specific foreign operation. The Company also formally assesses, both at the hedge’s inception and on an ongoing basis, whether the derivatives that are used in hedging transactions are highly effective on a prospective and retrospective basis. When it is determined that a derivative is not highly effective as a hedge or that it has ceased to be a highly effective hedge or if a forecasted hedge is no longer probable of occurring, or if the Company de-designates a derivative as a hedge, the Company discontinues hedge accounting prospectively. At December 31, 2015 and 2014, all hedges were determined to be highly effective. The Company also periodically enters into forward contracts that are not designated as hedges as defined under ASC 815. The purpose of these derivative instruments is to reduce the effects from fluctuations caused by volatility in currency exchange rates on the Company’s operating results and cash flows. Changes in the fair value of the derivative instruments are included in “Revenues” or “Other income (expense)”, depending on the underlying risk exposure. See Note 10, Financial Derivatives, for further information on financial derivative instruments. Cash Flow Hedges Derivatives and Hedging |
New Accounting Standards Not Yet Adopted | New Accounting Standards Not Yet Adopted In May 2014, the Financial Accounting Standards Board (“FASB”) issued Accounting Standards Update (“ASU”) 2014-09, “ Revenue from Contracts with Customers (Topic 606)” Revenue from Contracts with Customers (Topic 606) Deferral of the Effective Date” In June 2014, the FASB issued ASU 2014-12, “ Compensation – Stock Compensation (Topic 718) Accounting for Share-Based Payments When the Terms of an Award Provide That a Performance Target Could Be Achieved after the Requisite Service Period” Compensation — Stock Compensation In January 2015, the FASB issued ASU 2015-01, “ Income Statement – Extraordinary and Unusual Items (Subtopic 225-20) Simplifying Income Statement Presentation by Eliminating the Concept of Extraordinary Items” In February 2015, the FASB issued ASU 2015-02, “ Consolidation (Topic 810) Amendments to the Consolidation Analysis ” In April 2015, the FASB issued ASU 2015-03, “ Interest – Imputation of Interest (Subtopic 835-30) Simplifying the Presentation of Debt Issuance Costs” In April 2015, the FASB issued ASU 2015-05, “Intangibles – Goodwill and Other – Internal-Use Software (Subtopic 350-40) Customer’s Accounting for Fees Paid in a Cloud Computing Arrangement” In September 2015, the FASB issued ASC 2015-16, “ Business Combinations (Topic 805) Simplifying the Accounting for Measurement-Period Adjustments In November 2015, the FASB issued ASC 2015-17, “ Income Taxes (Topic 740) Balance Sheet Classification of Deferred Taxes In January 2016, the FASB issued ASC 2016-01, “ Financial Instruments — Overall (Subtopic 825-10) Recognition and Measurement of Financial Assets and Financial Liabilities Fair Value Measurements In February 2016, the FASB issued ASC 2016-02, “ Leases (Topic 842) |
New Accounting Standards Recently Adopted | New Accounting Standards Recently Adopted In April 2014, the FASB issued ASU 2014-08, “ Presentation of Financial Statements (Topic 205) and Property, Plant, and Equipment (Topic 360) Reporting Discontinued Operations and Disclosures of Disposals of Components of an Entity” In August 2015, the FASB issued ASU 2015-15, “Interest – Imputation of Interest (Subtopic 835-30) Presentation and Subsequent Measurement of Debt Issuance Costs Associated with Line-of-Credit Arrangements,” |
Earnings Per Share | Basic earnings per share is based on the weighted average number of common shares outstanding during the periods. Diluted earnings per share includes the weighted average number of common shares outstanding during the respective periods and the further dilutive effect, if any, from stock appreciation rights, restricted stock, restricted stock units and shares held in a rabbi trust using the treasury stock method. |
Segments and Geographic Information | The Company operates within two regions, the Americas and EMEA. Each region represents a reportable segment comprised of aggregated regional operating segments, which portray similar economic characteristics. The Company aligns its business into two segments to effectively manage the business and support the customer care needs of every client and to respond to the demands of the Company’s global customers. |
Acquisitions (Tables)
Acquisitions (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Qelp [Member] | |
Summary of Consideration Paid | As of the acquisition date, the total consideration paid or to be paid by the Company for the Qelp acquisition is summarized below (in thousands): Total Cash $ 9,885 Contingent consideration 6,000 Working capital adjustment (65 ) $ 15,820 |
Summary of Estimated Acquisition Date Fair Values of Assets Acquired and Liabilities Assumed | The following table summarizes the estimated acquisition date fair values of the assets acquired and liabilities assumed, all included in the EMEA segment (in thousands): July 2, 2015 Measurement July 2, 2015 Cash and cash equivalents $ 450 $ — $ 450 Receivables (1) 1,541 (70 ) 1,471 Prepaid expenses 24 — 24 Total current assets 2,015 (70 ) 1,945 Property and equipment 2,168 — 2,168 Goodwill 9,574 480 10,054 Intangibles 6,000 — 6,000 Deferred charges and other assets 55 — 55 Short-term debt (323 ) — (323 ) Accrued employee compensation and benefits (207 ) — (207 ) Income taxes payable (62 ) (32 ) (94 ) Deferred revenue (967 ) — (967 ) Other accrued expenses and current liabilities (1,030 ) — (1,030 ) Total current liabilities (2,589 ) (32 ) (2,621 ) Other long-term liabilities (2) (1,403 ) (378 ) (1,781 ) $ 15,820 $ — $ 15,820 (1) The fair value equals the gross contractual value of the receivables. (2) Primarily includes long-term deferred tax liabilities. |
Summary of Purchased Intangible Assets | The following table presents the Company’s purchased intangibles assets as of July 2, 2015, the acquisition date (in thousands): Amount Assigned Weighted Average Customer relationships $ 5,400 7 Trade name and trademarks 100 3 Content library 500 2 $ 6,000 7 |
Revenues and Earnings of Acquired Entity Since Acquisition Date | The amount of Qelp’s revenues and net (loss) since the July 2, 2015 acquisition date, included in the Company’s Consolidated Statement of Operations for the year ended December 31, 2015 were as follows (in thousands): From July 2, Revenues $ 2,661 Net (loss) $ (162 ) |
Merger and Integration Costs | Merger and integration costs associated with Qelp included in “General and administrative” costs in the accompanying Consolidated Statement of Operations in the Other segment for the year ended December 31, 2015 were as follows (none in 2014 and 2013) (in thousands): Year Ended Transaction costs $ 455 |
Alpine Access, Inc [Member] | |
Merger and Integration Costs | Merger and integration costs associated with Alpine were as follows (none in 2015 and 2014) (in thousands): Year Ended December 31, 2013 Severance costs included in “Direct salaries and related costs”: (1) Americas $ 526 526 Severance costs included in “General and administrative”: (1) Americas 985 Other 159 1,144 Transaction and integration costs included in “General and administrative”: (1) Other 444 444 Total merger and integration costs $ 2,114 (1) In the accompanying Consolidated Statements of Operations. |
Costs Associated with Exit or38
Costs Associated with Exit or Disposal Activities (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Restructuring and Related Activities [Abstract] | |
Cumulative Costs Expected and Incurred as a Result of Exit Plans | The cumulative costs expected and incurred as a result of the Exit Plans were as follows as of December 31, 2015 (in thousands): Americas EMEA EMEA Americas Total Lease obligations and facility exit costs $ 1,365 $ 19 $ 1,914 $ 6,729 $ 10,027 Severance and related costs — 5,857 185 — 6,042 Legal-related costs — 110 — — 110 Non-cash impairment charges 480 474 159 3,847 4,960 Total $ 1,845 $ 6,460 $ 2,258 $ 10,576 $ 21,139 |
Summary of Accrued Liability Associated with Exit Plans' Exit or Disposal Activities and Related Charges (Reversals) | The following table summarizes the accrued liability associated with the Exit Plans’ exit or disposal activities and related charges (reversals) for the years ended December 31, 2015, 2014 and 2013 (in thousands): Lease Obligation Severance and Legal-Related Total Balance at January 1, 2013 $ 3,772 $ 187 $ 10 $ 3,969 Charges (reversals) (1) 318 (56 ) — 262 Cash payments (1,264 ) (8 ) (10 ) (1,282 ) Other non-cash changes (3) 17 8 — 25 Balance at December 31, 2013 2,843 131 — 2,974 Charges (reversals) (2) (185 ) (129 ) — (314 ) Cash payments (1,095 ) — — (1,095 ) Other non-cash changes (3) (5 ) (2 ) — (7 ) Balance at December 31, 2014 1,558 — — 1,558 Charges (reversals) — — — — Cash payments (825 ) — — (825 ) Other non-cash changes (3) — — — — Balance at December 31, 2015 $ 733 $ — $ — $ 733 (1) During 2013, the Company recorded additional lease obligations and facility exit costs in EMEA for one of the Ireland site’s lease restoration, which increased “General and administrative” costs in the accompanying Consolidated Statement of Operations. Also during 2013, the Company reversed accruals related to the final settlement of severance and related costs in EMEA for the Netherlands site, which reduced “General and administrative” costs in the accompanying Consolidated Statement of Operations. (2) During 2014, the Company reversed accruals related to the final settlement of lease obligations and facility exit costs as well as severance and related costs in EMEA for the Ireland sites, which reduced “General and administrative” costs in the accompanying Consolidated Statement of Operations. (3) Effect of foreign currency translation. |
Summary of Accrued Liability Associated with the Company's Exit Plans | The following table summarizes the Company’s short-term and long-term accrued liabilities associated with its exit and disposal activities, by plan, as of December 31, 2015 and 2014 (in thousands): Americas Americas Total December 31, 2015 Short-term accrued restructuring liability (1) $ 144 $ 487 $ 631 Long-term accrued restructuring liability (2) 22 80 102 Ending accrual at December 31, 2015 $ 166 $ 567 $ 733 December 31, 2014 Short-term accrued restructuring liability (1) $ 109 $ 521 $ 630 Long-term accrued restructuring liability (2) 203 725 928 Ending accrual at December 31, 2014 $ 312 $ 1,246 $ 1,558 (1) Included in “Other accrued expenses and current liabilities” in the accompanying Consolidated Balance Sheets. (2) Included in “Other long-term liabilities” in the accompanying Consolidated Balance Sheets. |
Fair Value (Tables)
Fair Value (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Fair Value Disclosures [Abstract] | |
Assets and Liabilities Measured at Fair Value on a Recurring Basis | The Company’s assets and liabilities measured at fair value on a recurring basis subject to the requirements of ASC 820 consist of the following as of December 31, 2015 (in thousands): Fair Value Measurements at December 31, 2015 Using: Balance at Quoted Prices in Active Markets For Identical Assets Significant Other Observable Inputs Significant Unobservable Inputs December 31, 2015 Level (1) Level (2) Level (3) Assets: Foreign currency forward and option contracts included in “Other current assets” (1) $ 10,962 $ — $ 10,962 $ — Equity investments held in a rabbi trust for the Deferred Compensation Plan (2) 6,229 6,229 — — Debt investments held in a rabbi trust for the Deferred Compensation Plan (2) 1,622 1,622 — — Guaranteed investment certificates (3) 86 — 86 — $ 18,899 $ 7,851 $ 11,048 $ — Liabilities: Long-term debt (4) $ 70,000 $ — $ 70,000 $ — Foreign currency forward and option contracts included in “Other accrued expenses and current liabilities” (1) 835 — 835 — Contingent consideration included in “Other long-term liabilities” (5) 6,280 — — 6,280 $ 77,115 $ — $ 70,835 $ 6,280 The Company’s assets and liabilities measured at fair value on a recurring basis subject to the requirements of ASC 820 consist of the following as of December 31, 2014 (in thousands): Fair Value Measurements at December 31, 2014 Using: Balance at Quoted Prices in Active Markets For Identical Assets Significant Other Observable Inputs Significant Unobservable Inputs December 31, 2014 Level (1) Level (2) Level (3) Assets: Money market funds and open-end mutual funds included in “Cash and cash equivalents” (5) $ 100,915 $ 100,915 $ — $ — Money market funds and open-end mutual funds included in “Deferred charges and other assets” (5) 10 10 — — Foreign currency forward and option contracts included in “Other current assets” (1) 1,489 — 1,489 — Foreign currency forward contracts included in “Deferred charges and other assets” (1) 4,060 — 4,060 — Equity investments held in a rabbi trust for the Deferred Compensation Plan (2) 5,589 5,589 — — Debt investments held in a rabbi trust for the Deferred Compensation Plan (2) 1,363 1,363 — — Guaranteed investment certificates (3) 79 — 79 — $ 113,505 $ 107,877 $ 5,628 $ — Liabilities: Long-term debt (4) $ 75,000 $ — $ 75,000 $ — Foreign currency forward and option contracts included in “Other accrued expenses and current liabilities” (1) 1,261 — 1,261 — $ 76,261 $ — $ 76,261 $ — (1) In the accompanying Consolidated Balance Sheets. See Note 10, Financial Derivatives. (2) Included in “Other current assets” in the accompanying Consolidated Balance Sheets. See Note 11, Investments Held in Rabbi Trust. (3) Included in “Deferred charges and other assets” in the accompanying Consolidated Balance Sheets. (4) The carrying value of long-term debt approximates its estimated fair value as it re-prices at varying interest rates. See Note 18, Borrowings. (5) In the accompanying Consolidated Balance Sheets. |
Rollforward of Fair Value of Contingent Consideration | A rollforward of the activity in the Company’s fair value of the contingent consideration is as follows (in thousands): Fair Value Balance at January 1, 2015 $ — Acquisition (1) 6,000 Payments — Imputed interest/adjustments 408 Effect of foreign currency (128 ) Balance at December 31, 2015 $ 6,280 (1) Related to the Qelp acquisition on July 2, 2015. See Note 2, Acquisitions. |
Goodwill and Intangible Assets
Goodwill and Intangible Assets (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Goodwill and Intangible Assets Disclosure [Abstract] | |
Company's Purchased Intangible Assets | The following table presents the Company’s purchased intangible assets as of December 31, 2015 (in thousands): Gross Intangibles Accumulated Net Intangibles Weighted Average Customer relationships $ 102,594 $ (58,294 ) $ 44,300 8 Trade names and trademarks 11,698 (5,470 ) 6,228 8 Non-compete agreements 1,190 (1,190 ) — 2 Proprietary software 850 (850 ) — 2 Favorable lease agreement 449 (449 ) — 2 Content library 491 (123 ) 368 2 $ 117,272 $ (66,376 ) $ 50,896 8 The following table presents the Company’s purchased intangible assets as of December 31, 2014 (in thousands): Gross Intangibles Accumulated Net Intangibles Weighted Average Customer relationships $ 100,719 $ (47,571 ) $ 53,148 8 Trade names and trademarks 11,600 (4,128 ) 7,472 8 Non-compete agreements 1,209 (1,209 ) — 2 Proprietary software 850 (850 ) — 2 Favorable lease agreement 449 (449 ) — 2 $ 114,827 $ (54,207 ) $ 60,620 8 |
Estimated Future Amortization Expense | The Company’s estimated future amortization expense for the succeeding years relating to the purchased intangible assets resulting from acquisitions completed prior to December 31, 2015, is as follows (in thousands): Years Ending December 31, Amount 2016 $ 14,489 2017 14,366 2018 8,198 2019 7,605 2020 5,104 2021 and thereafter 1,134 |
Changes in Goodwill | Changes in goodwill for the year ended December 31, 2015 consist of the following (in thousands): January 1, 2015 Acquisition (1) Effect of Foreign December 31, Americas $ 193,831 $ — $ (7,782 ) $ 186,049 EMEA — 10,054 (370 ) 9,684 $ 193,831 $ 10,054 $ (8,152 ) $ 195,733 (1) See Note 2, Acquisitions, for further information. Changes in goodwill for the year ended December 31, 2014 consist of the following (in thousands): January 1, 2014 Acquisition Effect of Foreign December 31, Americas $ 199,802 $ — $ (5,971 ) $ 193,831 EMEA — — — — $ 199,802 $ — $ (5,971 ) $ 193,831 |
Receivables, Net (Tables)
Receivables, Net (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Receivables [Abstract] | |
Receivables, Net | Receivables, net consist of the following (in thousands): December 31, 2015 2014 Trade accounts receivable $ 271,729 $ 290,711 Income taxes receivable 4,976 993 Other 3,965 3,354 280,670 295,058 Less: Allowance for doubtful accounts 3,574 4,661 $ 277,096 $ 290,397 Allowance for doubtful accounts as a percent of trade receivables 1.3 % 1.6 % |
Prepaid Expenses (Tables)
Prepaid Expenses (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Text Block [Abstract] | |
Prepaid Expenses, Net | Prepaid expenses consist of the following (in thousands): December 31, 2015 2014 Prepaid maintenance $ 7,509 $ 5,315 Prepaid insurance 4,207 3,112 Prepaid rent 1,919 3,147 Prepaid other 3,686 3,322 $ 17,321 $ 14,896 |
Other Current Assets (Tables)
Other Current Assets (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Deferred Costs, Capitalized, Prepaid, and Other Assets Disclosure [Abstract] | |
Other Current Assets, Net | Other current assets consist of the following (in thousands): December 31, 2015 2014 Deferred tax assets (Note 20) $ 12,009 $ 13,703 Financial derivatives (Note 10) 10,962 1,489 Investments held in rabbi trust (Note 11) 7,851 6,952 Value added tax certificates — 6,303 Other current assets 2,440 1,209 $ 33,262 $ 29,656 |
Financial Derivatives (Tables)
Financial Derivatives (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Derivative Instruments and Hedging Activities Disclosure [Abstract] | |
Deferred Gains (Losses) and Related Taxes on Cash Flow Hedges | The deferred gains (losses) and related taxes on the Company’s cash flow hedges recorded in “Accumulated other comprehensive income (loss)” (“AOCI”) in the accompanying Consolidated Balance Sheets are as follows (in thousands): December 31, 2015 2014 Deferred gains (losses) in AOCI $ (558 ) $ (157 ) Tax on deferred gains (losses) in AOCI 31 46 Deferred gains (losses) in AOCI, net of taxes $ (527 ) $ (111 ) Deferred gains (losses) expected to be reclassified to “Revenues” from AOCI during the next twelve months $ (558 ) |
Outstanding Foreign Currency Forward Contracts and Options | The Company had the following outstanding foreign currency forward contracts and options (in thousands): As of December 31, 2015 As of December 31, 2014 Contract Type Notional Settle Through Notional Settle Through Cash flow hedges: Options: Philippine Pesos $ 71,750 December 2016 $ 73,000 December 2015 Forwards: Costa Rican Colones 34,500 November 2016 51,600 October 2015 Romanian Leis — — 10,414 December 2015 Philippine Pesos — — 9,000 March 2015 Net investment hedges: Forwards: Euros 63,470 March 2016 51,648 March 2016 Non-designated hedges: Forwards 50,603 March 2016 64,541 March 2015 |
Derivative Instruments Fair Value | The following tables present the fair value of the Company’s derivative instruments included in the accompanying Consolidated Balance Sheets (in thousands): Derivative Assets December 31, 2015 December 31, 2014 Fair Value Fair Value Derivatives designated as cash flow hedging instruments under ASC 815: Foreign currency forward and option contracts (1) $ 544 $ 974 Derivatives designated as net investment hedging instruments under ASC 815: Foreign currency forward contracts (1) 10,161 — Foreign currency forward contracts (2) — 4,060 10,705 5,034 Derivatives not designated as hedging instruments under ASC 815: Foreign currency forward contracts (1) 257 515 Total derivative assets $ 10,962 $ 5,549 Derivative Liabilities December 31, 2015 December 31, 2014 Fair Value Fair Value Derivatives designated as cash flow hedging instruments under ASC 815: Foreign currency forward and option contracts (3) $ 396 $ 406 Derivatives not designated as hedging instruments under ASC 815: Foreign currency forward contracts (3) 439 855 Total derivative liabilities $ 835 $ 1,261 (1) Included in “Other current assets” in the accompanying Consolidated Balance Sheets. (2) Included in “Deferred charges and other assets” in the accompanying Consolidated Balance Sheets. (3) Included in “Other accrued expenses and current liabilities” in the accompanying Consolidated Balance Sheets. |
Effect of the Company's Derivative Instruments | The following tables present the effect of the Company’s derivative instruments included in the accompanying Consolidated Financial Statements for the years ended December 31, 2015, 2014 and 2013 (in thousands): Gain (Loss) Recognized in AOCI on Derivatives (Effective Portion) Gain (Loss) Reclassified From Accumulated AOCI Into “Revenues” (Effective Portion) Gain (Loss) Recognized in “Revenues” on Derivatives (Ineffective Portion Excluded from Effectiveness December 31, December 31, December 31, 2015 2014 2013 2015 2014 2013 2015 2014 2013 Derivatives designated as cash flow hedging instruments under ASC 815: Foreign currency forward and option contracts $ 1,696 $ (2,787 ) $ (2,823 ) $ 2,138 $ (5,339 ) $ (666 ) $ 12 $ (3 ) $ 119 Derivatives designated as net investment hedging instruments under ASC 815: Foreign currency forward contracts 6,101 6,344 (1,720 ) — — — — — — Foreign currency forward and option contracts $ 7,797 $ 3,557 $ (4,543 ) $ 2,138 $ (5,339 ) $ (666 ) $ 12 $ (3 ) $ 119 Gain (Loss) Recognized in “Other income (expense)” on Derivatives December 31, 2015 2014 2013 Derivatives not designated as hedging instruments under ASC 815: Foreign currency forward contracts $ 1,374 $ (44 ) $ 4,216 |
Investments Held in Rabbi Tru45
Investments Held in Rabbi Trust (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Investments, Debt and Equity Securities [Abstract] | |
Investments Held in Rabbi Trust, Classified as Trading | The Company’s investments held in rabbi trust, classified as trading securities and included in “Other current assets” in the accompanying Consolidated Balance Sheets, at fair value, consist of the following (in thousands): December 31, 2015 December 31, 2014 Cost Fair Value Cost Fair Value Mutual funds $ 6,217 $ 7,851 $ 5,160 $ 6,952 |
Components of Investment Income (Losses), Included in Other Income (Expense) in Accompanying Consolidated Statements of Operations | The mutual funds held in the rabbi trust were 79% equity-based and 21% debt-based as of December 31, 2015. Net investment income (losses), included in “Other income (expense)” in the accompanying Consolidated Statements of Operations consists of the following (in thousands): Years Ended December 31, 2015 2014 2013 Gross realized gains from sale of trading securities $ 356 $ 586 $ 160 Gross realized (losses) from sale of trading securities (1 ) — (10 ) Dividend and interest income 79 58 279 Net unrealized holding gains (losses) (597 ) (276 ) 568 Net investment income (losses) $ (163 ) $ 368 $ 997 |
Property and Equipment (Tables)
Property and Equipment (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Property, Plant and Equipment [Abstract] | |
Property and Equipment | Property and equipment consist of the following (in thousands): December 31, 2015 2014 Land $ 3,447 $ 3,600 Buildings and leasehold improvements 96,926 94,786 Equipment, furniture and fixtures 291,993 293,857 Capitalized internally developed software costs 17,299 7,963 Transportation equipment 546 531 Construction in progress 8,703 8,071 418,914 408,808 Less: Accumulated depreciation 306,952 298,928 $ 111,962 $ 109,880 |
Capitalized Internally Developed Software, Net of Depreciation | Capitalized internally developed software, net of depreciation, included in “Property and equipment, net” in the accompanying Consolidated Balance Sheets was as follows (in thousands): December 31, 2015 2014 Capitalized internally developed software costs, net $ 8,135 $ 1,270 |
Deferred Charges and Other As47
Deferred Charges and Other Assets (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Deferred Costs, Capitalized, Prepaid, and Other Assets Disclosure [Abstract] | |
Components of Deferred Charges and Other Assets | Deferred charges and other assets consist of the following (in thousands): December 31, 2015 2014 Non-current mandatory tax security deposits (Note 20) $ 13,418 $ 15,906 Rent and other deposits 3,803 3,215 Non-current deferred tax assets (Note 20) 1,899 1,681 Non-current value added tax receivables 673 856 Foreign currency forward contracts (Note 10) — 4,060 Other 6,351 4,365 $ 26,144 $ 30,083 |
Accrued Employee Compensation48
Accrued Employee Compensation and Benefits (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Text Block [Abstract] | |
Components of Accrued Employee Compensation and Benefits | Accrued employee compensation and benefits consist of the following (in thousands): December 31, 2015 2014 Accrued compensation $ 28,215 $ 32,786 Accrued bonus and commissions 17,754 18,590 Accrued vacation 16,439 16,613 Accrued employment taxes 8,465 9,362 Other 6,373 4,721 $ 77,246 $ 82,072 |
Deferred Revenue (Tables)
Deferred Revenue (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Deferred Revenue Disclosure [Abstract] | |
Components of Deferred Revenue | Deferred revenue consists of the following (in thousands): December 31, 2015 2014 Future service $ 22,112 $ 25,222 Estimated potential penalties and holdbacks 6,007 9,023 $ 28,119 $ 34,245 |
Other Accrued Expenses and Cu50
Other Accrued Expenses and Current Liabilities (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Payables and Accruals [Abstract] | |
Other Accrued Expenses and Current Liabilities | Other accrued expenses and current liabilities consist of the following (in thousands): December 31, 2015 2014 Accrued legal and professional fees $ 3,079 $ 4,508 Accrued rent 1,812 640 Accrued roadside assistance claim costs 1,405 1,878 Accrued telephone charges 1,381 1,068 Accrued utilities 1,097 1,329 Accrued equipment and software 935 2,196 Foreign currency forward and option contracts (Note 10) 835 1,261 Customer deposits 714 793 Accrued restructuring (Note 3) 631 630 Other 9,587 7,913 $ 21,476 $ 22,216 |
Deferred Grants (Tables)
Deferred Grants (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Text Block [Abstract] | |
Schedule of Deferred Grants, Net of Accumulated Amortization | Deferred grants consist of the following (in thousands): December 31, 2015 2014 Property grants $ 4,377 $ 5,110 Lease grants 513 — Employment grants 149 207 Total deferred grants 5,039 5,317 Less: Property grants — short-term (1) — — Less: Lease grants — short-term (1) (80 ) — Less: Employment grants — short-term (1) (149 ) (207 ) Total long-term deferred grants $ 4,810 $ 5,110 (1) Included in “Other accrued expenses and current liabilities” in the accompanying Consolidated Balance Sheets. |
Borrowings (Tables)
Borrowings (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Debt Disclosure [Abstract] | |
Components of Borrowings | Borrowings consist of the following (in thousands): December 31, 2015 2014 Revolving credit facility $ 70,000 $ 75,000 Less: Current portion — — Total long-term debt $ 70,000 $ 75,000 |
Information Related to Credit Agreements | The following table presents information related to our credit agreements (dollars in thousands): Years Ended December 31, 2015 2014 2013 Average daily utilization $ 69,964 $ 85,874 $ 102,512 Interest expense, including commitment fee (1) $ 1,307 $ 1,425 $ 1,765 Weighted average interest rate 1.9 % 1.7 % 1.7 % (1) Excludes the amortization of deferred loan fees. |
Accumulated Other Comprehensi53
Accumulated Other Comprehensive Income (Loss) (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Equity [Abstract] | |
Components of Accumulated Other Comprehensive Income (Loss) | The Company presents data in the Consolidated Statements of Changes in Shareholders’ Equity in accordance with ASC 220 “ Comprehensive Income Foreign Currency Translation Gain (Loss) Unrealized Gain (Loss) on Net Investment Hedges Unrealized Actuarial Gain (Loss) Related to Pension Liability Unrealized Gain (Loss) on Cash Flow Hedging Instruments Unrealized Gain (Loss) on Post Retirement Obligation Total Balance at January 1, 2013 $ 16,083 $ (2,565 ) $ 1,413 $ (570 ) $ 495 $ 14,856 Pre-tax amount (3,465 ) (1,720 ) (136 ) (2,704 ) (127 ) (8,152 ) Tax (provision) benefit — 602 16 449 — 1,067 Reclassification of (gain) loss to net income — — (41 ) 321 (54 ) 226 Foreign currency translation 133 — (102 ) (31 ) — — Balance at December 31, 2013 12,751 (3,683 ) 1,150 (2,535 ) 314 7,997 Pre-tax amount (34,947 ) 6,344 (50 ) (2,790 ) 77 (31,366 ) Tax (provision) benefit — (2,385 ) 57 (17 ) — (2,345 ) Reclassification of (gain) loss to net income — — (35 ) 5,237 (49 ) 5,153 Foreign currency translation 120 — (114 ) (6 ) — — Balance at December 31, 2014 (22,076 ) 276 1,008 (111 ) 342 (20,561 ) Pre-tax amount (37,178 ) 6,101 121 1,708 (12 ) (29,260 ) Tax (provision) benefit — (2,207 ) (2 ) 32 — (2,177 ) Reclassification of (gain) loss to net income 647 — (53 ) (2,195 ) (63 ) (1,664 ) Foreign currency translation 6 — (45 ) 39 — — Balance at December 31, 2015 $ (58,601 ) $ 4,170 $ 1,029 $ (527 ) $ 267 $ (53,662 ) |
Amounts Reclassified to Net Income from Accumulated Other Comprehensive Income (Loss) | The following table summarizes the amounts reclassified to net income from accumulated other comprehensive income (loss) and the associated line item in the accompanying Consolidated Statements of Operations (in thousands): Years Ended December 31, Statements of Operations Location 2015 2014 2013 Foreign Currency Translation Gain (Loss): (1) Pre-tax amount $ (647 ) $ — $ — Other income (expense) Tax (provision) benefit — — — Income taxes Reclassification to net income (647 ) — — Actuarial Gain (Loss) Related to Pension Liability: (2) Pre-tax amount 41 50 60 Direct salaries and related costs Tax (provision) benefit 12 (15 ) (19 ) Income taxes Reclassification to net income 53 35 41 Gain (Loss) on Cash Flow Hedging Instruments: (3) Pre-tax amount 2,150 (5,342 ) (547 ) Revenues Tax (provision) benefit 45 105 226 Income taxes Reclassification to net income 2,195 (5,237 ) (321 ) Gain (Loss) on Post Retirement Obligation: (2) Pre-tax amount 63 49 54 General and administrative Tax (provision) benefit — — — Income taxes Reclassification to net income 63 49 54 Total reclassification of gain (loss) to net income $ 1,664 $ (5,153 ) $ (226 ) (1) See Note 26, Other Income (Expense), for further information. (2) See Note 23, Defined Benefit Pension Plan and Postretirement Benefits, for further information. (3) See Note 10, Financial Derivatives, for further information. |
Income Taxes (Tables)
Income Taxes (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Income Tax Disclosure [Abstract] | |
Income From Continuing Operations Before Income Taxes | The income before income taxes includes the following components (in thousands): Years Ended December 31, 2015 2014 2013 Domestic (U.S., state and local) $ 41,178 $ 28,563 $ 5,544 Foreign 48,805 48,596 45,781 Total income before income taxes $ 89,983 $ 77,159 $ 51,325 |
Significant Components of Income Tax Provision | Significant components of the income tax provision are as follows (in thousands): Years Ended December 31, 2015 2014 2013 Current: U.S. federal $ 7,374 $ 2,579 $ 881 State and local 1,051 542 82 Foreign 10,446 11,382 13,464 Total current provision for income taxes 18,871 14,503 14,427 Deferred: U.S. federal 3,873 5,437 866 State and local (1,227 ) (446 ) — Foreign (131 ) (126 ) (1,228 ) Total deferred provision (benefit) for income taxes 2,515 4,865 (362 ) Total provision for income taxes $ 21,386 $ 19,368 $ 14,065 |
Significant Portions of Deferred Income Tax Provision (Benefit) Due to Temporary Differences | The temporary differences that give rise to significant portions of the deferred income tax provision (benefit) are as follows (in thousands): Years Ended December 31, 2015 2014 2013 Net operating loss and tax credit carryforwards $ 3,564 $ 19,335 $ 8,029 Accrued expenses/liabilities 2,856 (4,505 ) 954 Depreciation and amortization (2,231 ) (6,220 ) (5,030 ) Valuation allowance (1,958 ) (3,706 ) (1,887 ) Deferred statutory income 266 (29 ) (2,425 ) Other 18 (10 ) (3 ) Total deferred provision (benefit) for income taxes $ 2,515 $ 4,865 $ (362 ) |
Reconciliation of Income Tax Provision | The reconciliation of the income tax provision computed at the U.S. federal statutory tax rate to the Company’s effective income tax provision is as follows (in thousands): Years Ended December 31, 2015 2014 2013 Tax at U.S. federal statutory tax rate $ 31,494 $ 27,005 $ 17,964 State income taxes, net of federal tax benefit (177 ) 934 82 Foreign rate differential (14,030 ) (13,164 ) (9,319 ) Tax holidays (4,031 ) (2,749 ) (4,686 ) Permanent differences 11,737 10,170 9,051 Tax credits (4,102 ) (4,894 ) (5,020 ) Foreign withholding and other taxes 2,321 2,541 4,643 Change in valuation allowance, net of related adjustments (631 ) (7 ) 1,354 Changes in uncertain tax positions (1,858 ) (468 ) (4 ) Other 663 — — Total provision for income taxes $ 21,386 $ 19,368 $ 14,065 |
Significant Portions of Deferred Tax Assets and Liabilities Due to Temporary Differences | The temporary differences that give rise to significant portions of the deferred tax assets and liabilities are presented below (in thousands): December 31, 2015 2014 Deferred tax assets: Net operating loss and tax credit carryforwards $ 32,328 $ 35,400 Valuation allowance (30,065 ) (34,146 ) Accrued expenses 24,276 25,694 Deferred revenue 3,193 3,757 Depreciation and amortization 953 835 Other 54 — 30,739 31,540 Deferred tax liabilities: Depreciation and amortization (19,826 ) (20,172 ) Deferred statutory income (579 ) (772 ) Accrued liabilities (1,104 ) (141 ) Other (119 ) (1 ) (21,628 ) (21,086 ) Net deferred tax assets $ 9,111 $ 10,454 |
Schedule of Deferred Tax Assets and Liabilities Classifications | December 31, 2015 2014 Classified as follows: Other current assets (Note 9) $ 12,009 $ 13,703 Deferred charges and other assets (Note 13) 1,899 1,681 Current deferred income tax liabilities (1,120 ) (144 ) Other long-term liabilities (3,677 ) (4,786 ) Net deferred tax assets $ 9,111 $ 10,454 |
Reconciliation of Amounts of Unrecognized Net Tax Benefits | The tabular reconciliation of the amounts of unrecognized net tax benefits is presented below (in thousands): Years Ended December 31, 2015 2014 2013 Gross unrecognized tax benefits as of January 1, $ 13,285 $ 14,991 $ 16,897 Decreases due to lapse in applicable statute of limitations (2,206 ) — (390 ) Foreign currency translation increases (decreases) (2,963 ) (1,706 ) (1,516 ) Gross unrecognized tax benefits as of December 31, $ 8,116 $ 13,285 $ 14,991 |
Summary of Significant Tax Jurisdictions Currently under Audit | The significant tax jurisdictions currently under audit are as follows: Tax Jurisdiction Tax Year Ended Canada 2003 to 2009 |
Summary of Tax Jurisdictions and Open Tax Years | The following table presents the major tax jurisdictions and tax years that are open and subject to examination by the respective tax authorities as of December 31, 2015: Tax Jurisdiction Tax Year Ended Canada 2003 to present United States (1) 2012 to present (1) The 2002 to 2011 tax years are open to the extent of the tax credit carryforward amounts. |
Earnings Per Share (Tables)
Earnings Per Share (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Earnings Per Share [Abstract] | |
Numbers of Shares Used in Earnings Per Share Computation | The numbers of shares used in the earnings per share computation are as follows (in thousands): Years Ended December 31, 2015 2014 2013 Basic: Weighted average common shares outstanding 41,899 42,609 42,877 Diluted: Dilutive effect of stock appreciation rights, restricted stock, restricted stock units and shares held in a rabbi trust 548 205 48 Total weighted average diluted shares outstanding 42,447 42,814 42,925 Anti-dilutive shares excluded from the diluted earnings per share calculation 20 37 42 |
Shares Repurchased | The shares repurchased under the Company’s share repurchase programs were as follows (in thousands, except per share amounts): Total Number Total Cost of of Shares Range of Prices Paid Per Share Shares For the Years Ended Repurchased Low High Repurchased December 31, 2015 860 $ 22.81 $ 25.00 $ 20,879 December 31, 2014 630 $ 19.80 $ 20.00 $ 12,581 December 31, 2013 341 $ 15.61 $ 16.99 $ 5,479 |
Commitments and Loss Continge56
Commitments and Loss Contingency (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Commitments and Contingencies Disclosure [Abstract] | |
Rental Expense under Operating Leases | Rental expense under operating leases was as follows (in thousands): Years Ended December 31, 2015 2014 2013 Rental expense $ 47,208 $ 44,916 $ 47,365 |
Schedule of Future Minimum Rental Payments for Operating Leases | The following is a schedule of future minimum rental payments required under operating leases that have noncancelable lease terms as of December 31, 2015 (in thousands): Amount 2016 $ 38,318 2017 33,923 2018 27,641 2019 22,480 2020 16,423 2021 and thereafter 30,973 Total minimum payments required $ 169,758 |
Schedule of Future Minimum Purchases Remaining under Agreements | The following is a schedule of future minimum purchases remaining under the agreements as of December 31, 2015 (in thousands): Amount 2016 $ 41,806 2017 15,975 2018 1,718 2019 1,477 2020 857 2021 and thereafter 470 Total minimum payments required $ 62,303 |
Defined Benefit Pension Plan 57
Defined Benefit Pension Plan and Postretirement Benefits (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Compensation and Retirement Disclosure [Abstract] | |
Reconciliation of the Change in the Benefit Obligation | The following table provides a reconciliation of the change in the benefit obligation for the Pension Plans and the net amount recognized, included in “Other long-term liabilities”, in the accompanying Consolidated Balance Sheets (in thousands): December 31, 2015 2014 Beginning benefit obligation $ 3,100 $ 2,481 Service cost 433 387 Interest cost 135 104 Actuarial (gains) losses (121 ) 50 Effect of foreign currency translation (138 ) 78 Ending benefit obligation $ 3,409 $ 3,100 Unfunded status (3,409 ) (3,100 ) Net amount recognized $ (3,409 ) $ (3,100 ) |
Benefit Obligations and Net Periodic Benefit Cost for the Pension Plans | The actuarial assumptions used to determine the benefit obligations and net periodic benefit cost for the Pension Plans were as follows: Years Ended December 31, 2015 2014 2013 Discount rate 5.0 - 5.4% 4.5 - 4.9% 4.3 - 5.2% Rate of compensation increase 2.0% 2.0% 2.0% |
Net Periodic Benefit Cost and Other Accumulated Comprehensive Income for Pension Plans | The following table provides information about the net periodic benefit cost and other accumulated comprehensive income for the Pension Plans (in thousands): Years Ended December 31, 2015 2014 2013 Service cost $ 433 $ 387 $ 392 Interest cost 135 104 137 Recognized actuarial (gains) (41 ) (50 ) (60 ) Net periodic benefit cost 527 441 469 Unrealized net actuarial (gains), net of tax (1,029 ) (1,008 ) (1,150 ) Total amount recognized in net periodic benefit cost and other accumulated comprehensive income (loss) $ (502 ) $ (567 ) $ (681 ) |
Estimated Future Benefit Payments for Expected Future Service | The estimated future benefit payments, which reflect expected future service, as appropriate, are as follows (in thousands): Years Ending December 31, Amount 2016 $ 143 2017 69 2018 45 2019 253 2020 157 2021 - 2025 964 |
Company's Contributions to Employee Retirement Savings Plans | The Company’s contributions included in the accompanying Consolidated Statements of Operations were as follows (in thousands): Years Ended December 31, 2015 2014 2013 401(k) plan contributions $ 832 $ 870 $ 895 |
Post-Retirement Benefit Obligation and Unrealized Gain (Losses) | The postretirement benefit obligation included in “Other long-term liabilities” and the unrealized gains (losses) included in “Accumulated other comprehensive income” in the accompanying Consolidated Balance Sheets were as follows (in thousands): December 31, 2015 2014 Postretirement benefit obligation $ 37 $ 46 Unrealized gains (losses) in AOCI (1) 267 342 (1) Unrealized gains (losses) are due to changes in discount rates related to the postretirement obligation. |
Stock-Based Compensation (Table
Stock-Based Compensation (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Disclosure of Compensation Related Costs, Share-based Payments [Abstract] | |
Stock-Based Compensation Expense, Income Tax Benefits Related to Stock-Based Compensation and Excess Tax Benefits (Provision) Recorded by Company | The following table summarizes the stock-based compensation expense (primarily in the Americas), income tax benefits related to the stock-based compensation and excess tax benefits (deficiencies) (in thousands): Years Ended December 31, 2015 2014 2013 Stock-based compensation (expense) (1) $ (8,749 ) $ (6,381 ) $ (4,873 ) Income tax benefit (2) 3,281 2,233 1,706 Excess tax benefit (deficiency) from stock-based compensation (3) 422 (82 ) (187 ) (1) Included in “General and administrative” costs in the accompanying Consolidated Statements of Operations. (2) Included in “Income taxes” in the accompanying Consolidated Statements of Operations. (3) Included in “Additional paid-in capital” in the accompanying Consolidated Statements of Changes in Shareholders’ Equity. |
Summary of Assumptions Used to Estimate Fair Value | The following table summarizes the assumptions used to estimate the fair value of SARs granted: Years Ended December 31, 2015 2014 2013 Expected volatility 34.1 % 38.9 % 45.2 % Weighted-average volatility 34.1 % 38.9 % 45.2 % Expected dividend rate 0.0 % 0.0 % 0.0 % Expected term (in years) 5.0 5.0 5.0 Risk-free rate 1.6 % 1.7 % 0.8 % |
Summary of Stock Appreciation Rights Activity | The following table summarizes SARs activity as of December 31, 2015 and for the year then ended: Stock Appreciation Rights Shares (000s) Weighted Weighted Aggregate Outstanding at January 1, 2015 959 $ — Granted 217 $ — Exercised (695 ) $ — Forfeited or expired — $ — Outstanding at December 31, 2015 481 $ — 8.1 $ 4,366 Vested or expected to vest at December 31, 2015 481 $ — 8.1 $ 4,366 Exercisable at December 31, 2015 57 $ — 4.7 $ 508 |
Weighted Average Grant Date of SARs Granted and Total Intrinsic Value of SARs Exercised | The following table summarizes information regarding SARs granted and exercised (in thousands, except per SAR amounts): Years Ended December 31, 2015 2014 2013 Number of SARs granted 217 246 318 Weighted average grant-date fair value per SAR $ 8.17 $ 7.20 $ 6.08 Intrinsic value of SARs exercised $ 5,957 $ 391 $ 488 Fair value of SARs vested $ 1,302 $ 1,553 $ 1,298 |
Summary of Nonvested Stock Appreciation Rights | The following table summarizes nonvested SARs activity as of December 31, 2015 and for the year then ended: Nonvested Stock Appreciation Rights Shares (000s) Weighted Nonvested at January 1, 2015 411 $ 6.61 Granted 217 $ 8.17 Vested (204 ) $ 6.41 Forfeited or expired — $ — Nonvested at December 31, 2015 424 $ 7.50 |
Summary of Nonvested Restricted Shares and Restricted Stock Units | The following table summarizes nonvested restricted shares/RSUs activity as of December 31, 2015 and for the year then ended: Nonvested Restricted Shares and RSUs Shares (000s) Weighted Nonvested at January 1, 2015 1,194 $ 16.80 Granted 441 $ 25.06 Vested (125 ) $ 16.10 Forfeited or expired (264 ) $ 15.71 Nonvested at December 31, 2015 1,246 $ 20.03 |
Summary of Weighted Average Grant-Date Fair Value Granted and Total Fair Value of Restricted Shares and Restricted Stock Units Vested | The following table summarizes information regarding restricted shares/RSUs granted and vested (in thousands, except per restricted share/RSU amounts): Years Ended December 31, 2015 2014 2013 Number of restricted shares/RSUs granted 441 500 706 Weighted average grant-date fair value per restricted share/RSU $ 25.06 $ 19.77 $ 15.25 Fair value of restricted shares/RSUs vested $ 2,019 $ 895 $ 366 |
Summary of Nonvested Common Stock Units and Share Awards | The following table summarizes nonvested common stock share award activity as of December 31, 2015 and for the year then ended: Nonvested Common Stock Share Awards Shares (000s) Weighted Nonvested at January 1, 2015 12 $ 20.24 Granted 32 $ 24.70 Vested (33 ) $ 23.43 Forfeited or expired — $ — Nonvested at December 31, 2015 11 $ 23.74 |
Summary of Weighted Average Grant-Date Fair Value of Common Stock Units and Share Awards Granted and Total Fair Value of Common Stock Units and Share Awards Vested | The following table summarizes information regarding common stock share awards granted and vested (in thousands, except per share award amounts): Years Ended December 31, 2015 2014 2013 Number of share awards granted 32 36 37 Weighted average grant-date fair value per share award $ 24.70 $ 20.15 $ 16.01 Fair value of share awards vested $ 790 $ 630 $ 669 |
Summary of Nonvested Common Stock | The following table summarizes nonvested common stock activity as of December 31, 2015 and for the year then ended: Nonvested Common Stock Shares (000s) Weighted Nonvested at January 1, 2015 5 $ 17.88 Granted 8 $ 25.06 Vested (10 ) $ 23.12 Forfeited or expired — $ — Nonvested at December 31, 2015 3 $ 19.53 |
Summary of Weighted Average Grant-Date Fair Value of Common Stock Awarded and Cash Used to Settle Company's Obligation under Deferred Compensation | The following table summarizes information regarding shares of common stock granted and vested (in thousands, except per common stock amounts): Years Ended December 31, 2015 2014 2013 Number of shares of common stock granted 8 10 13 Weighted average grant-date fair value per common stock $ 25.06 $ 20.54 $ 16.76 Fair value of common stock vested $ 244 $ 212 $ 257 Cash used to settle the obligation $ 65 $ 1,493 $ 1,014 |
Segments and Geographic Infor59
Segments and Geographic Information (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Company's Reportable Segments | Information about the Company’s reportable segments was as follows (in thousands): Americas EMEA Other (1) Consolidated Year Ended December 31, 2015: Revenues $ 1,045,415 $ 240,826 $ 99 $ 1,286,340 Percentage of revenues 81.3 % 18.7 % 0.0 % 100.0 % Depreciation, net $ 37,842 $ 4,559 $ 1,351 $ 43,752 Amortization of intangibles $ 13,648 $ 522 $ — $ 14,170 Income (loss) from operations $ 135,443 $ 15,336 $ (56,515 ) $ 94,264 Other (expense), net (4,281 ) (4,281 ) Income taxes (21,386 ) (21,386 ) Net income $ 68,597 Total assets as of December 31, 2015 $ 1,058,467 $ 1,419,578 $ (1,530,273 ) $ 947,772 Year Ended December 31, 2014: Revenues $ 1,070,824 $ 256,699 $ — $ 1,327,523 Percentage of revenues 80.7 % 19.3 % 0.0 % 100.0 % Depreciation, net $ 40,557 $ 4,806 $ — $ 45,363 Amortization of intangibles $ 14,396 $ — $ — $ 14,396 Income (loss) from operations $ 113,549 $ 16,208 $ (50,202 ) $ 79,555 Other (expense), net (2,396 ) (2,396 ) Income taxes (19,368 ) (19,368 ) Net income $ 57,791 Total assets as of December 31, 2014 $ 1,080,010 $ 1,373,590 $ (1,509,100 ) $ 944,500 Year Ended December 31, 2013: Revenues $ 1,050,813 $ 212,647 $ — $ 1,263,460 Percentage of revenues 83.2 % 16.8 % 0.0 % 100.0 % Depreciation, net $ 37,818 $ 4,266 $ — $ 42,084 Amortization of intangibles $ 14,863 $ — $ — $ 14,863 Income (loss) from operations $ 94,006 $ 6,052 $ (46,531 ) $ 53,527 Other (expense), net (2,202 ) (2,202 ) Income taxes (14,065 ) (14,065 ) Net income $ 37,260 Total assets as of December 31, 2013 $ 1,097,788 $ 1,409,185 $ (1,556,712 ) $ 950,261 (1) Other items (including corporate and other costs, impairment costs, other income and expense, and income taxes) are shown for purposes of reconciling to the Company’s consolidated totals as shown in the tables above for the years ended December 31, 2015, 2014 and 2013. Inter-segment revenues are not material to the Americas and EMEA segment results. The Company evaluates the performance of its geographic segments based on revenues and income (loss) from operations, and does not include segment assets or other income and expense items for management reporting purposes. |
Operations by Geographic Location | Information about the Company’s revenues by geographic location was as follows (in thousands): Years Ended December 31, 2015 2014 2013 Revenues: (1) United States $ 422,584 $ 425,746 $ 388,775 The Philippines 216,170 205,332 213,132 Canada 133,549 195,739 210,463 Costa Rica 114,483 97,295 101,888 El Salvador 63,462 52,609 46,301 China 36,270 32,167 25,478 Australia 23,960 33,126 36,725 Mexico 18,338 20,439 23,701 Colombia 7,381 3,073 — Brazil 5,442 3,005 3,288 India 3,776 2,293 1,062 Total Americas 1,045,415 1,070,824 1,050,813 Germany 82,120 88,887 77,950 Sweden 56,600 68,057 49,953 United Kingdom 50,209 42,328 33,750 Romania 15,474 18,288 14,856 Hungary 9,164 8,723 8,525 Norway 8,382 10,265 6,768 Finland 4,643 4,295 4,936 Denmark 3,898 4,578 4,739 Netherlands 3,783 3,126 3,073 Egypt 3,552 4,633 4,810 Slovakia 3,001 3,519 3,287 Total EMEA 240,826 256,699 212,647 Total Other 99 — — $ 1,286,340 $ 1,327,523 $ 1,263,460 (1) Revenues are attributed to countries based on location of customer, except for revenues for Costa Rica, The Philippines, China and India which are primarily comprised of customers located in the U.S., but serviced by centers in those respective geographic locations. Information about the Company’s long-lived assets by geographic location was as follows (in thousands): December 31, 2015 2014 Long-Lived Assets: (1) United States $ 93,941 $ 108,030 The Philippines 10,844 14,656 Canada 10,278 16,257 Costa Rica 7,382 5,625 El Salvador 3,329 3,298 China 3,523 4,417 Australia 2,396 2,923 Mexico 1,307 1,575 Colombia 1,299 1,514 Brazil 1,047 844 India 301 223 Total Americas 135,647 159,362 Germany 1,973 2,310 Sweden 1,681 2,478 United Kingdom 3,652 3,871 Romania 678 682 Hungary 536 442 Norway 278 490 Finland 226 92 Denmark 81 95 Netherlands 7,243 9 Egypt 105 172 Slovakia — 497 Total EMEA 16,453 11,138 Total Other 10,758 — $ 162,858 $ 170,500 (1) Long-lived assets include property and equipment, net, and intangibles, net. Goodwill by segment was as follows (in thousands): December 31, 2015 2014 Americas $ 186,049 $ 193,831 EMEA 9,684 — $ 195,733 $ 193,831 |
Revenues for the Company's Products and Services | Revenues for the Company’s products and services were as follows (in thousands): Years Ended December 31, 2015 2014 2013 Outsourced customer contract management services $ 1,261,465 $ 1,303,607 $ 1,240,328 Fulfillment services 21,434 18,392 16,953 Enterprise support services 3,441 5,524 6,179 $ 1,286,340 $ 1,327,523 $ 1,263,460 |
Other than AT&T Corporation [Member] | |
Revenues by Segment from Major Customers | Other than AT&T, total revenues by segment of the Company’s clients that each individually represents 10% or greater of that segment’s revenues in each of the periods were as follows (in thousands): Years Ended December 31, 2015 2014 2013 Amount % of Revenues Amount % of Revenues Amount % of Revenues Americas $ — 0.0 % $ — 0.0 % $ — 0.0 % EMEA 68,720 28.5 % 79,811 31.1 % 55,123 25.9 % $ 68,720 5.3 % $ 79,811 6.0 % $ 55,123 4.4 % |
AT&T Corporation [Member] | |
Revenues by Segment from Major Customers | Total revenues by segment from AT&T Corporation (“AT&T”), a major provider of communication services for which the Company provides various customer support services over several distinct lines of AT&T businesses, were as follows (in thousands): Years Ended December 31, 2015 2014 2013 Amount % of Revenues Amount % of Revenues Amount % of Revenues Americas $ 217,449 20.8 % $ 212,607 19.9 % $ 162,888 15.5 % EMEA 3,003 1.2 % 3,519 1.4 % 3,513 1.7 % $ 220,452 17.1 % $ 216,126 16.3 % $ 166,401 13.2 % |
Next Largest Client [Member] | |
Revenues by Segment from Major Customers | Total revenues by segment from the Company’s next largest client, which was in the financial services vertical in each of the years, were as follows (in thousands): Years Ended December 31, 2015 2014 2013 Amount % of Revenues Amount % of Revenues Amount % of Revenues Americas $ 62,980 6.0 % $ 70,255 6.6 % $ 73,226 7.0 % EMEA — 0.0 % — 0.0 % — 0.0 % $ 62,980 4.9 % $ 70,255 5.3 % $ 73,226 5.8 % |
Other Income (Expense) (Tables)
Other Income (Expense) (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Other Income and Expenses [Abstract] | |
Schedule of Other Income (Expense) | Other income (expense) consists of the following (in thousands): Years Ended December 31, 2015 2014 2013 Foreign currency transaction gains (losses) $ (2,924 ) $ (1,740 ) $ (5,962 ) Gains (losses) on foreign currency derivative instruments not designated as hedges 1,374 (44 ) 4,216 Gains (losses) on liquidation of foreign subsidiaries (647 ) — — Other miscellaneous income (expense) (287 ) 441 985 $ (2,484 ) $ (1,343 ) $ (761 ) |
Overview and Summary of Signi61
Overview and Summary of Significant Accounting Policies - Additional Information (Detail) $ in Thousands | 12 Months Ended | |||
Dec. 31, 2015USD ($)SegmentCompensationPlan | Dec. 31, 2014USD ($) | Dec. 31, 2013USD ($) | Dec. 31, 2012USD ($) | |
Organization Consolidation And Presentation Of Financial Statements [Line Items] | ||||
Number of reportable segments | Segment | 2 | |||
Percentage of total consolidated revenues representing fulfillment services contracts | 1.60% | 1.40% | 1.30% | |
Cash and cash equivalents | $ 235,358 | $ 215,137 | $ 211,985 | $ 187,322 |
Interest bearing investments, original maturities | Less than 90 days | |||
Tax position measurement | Greater than 50% | |||
Period over which up-front fees, included within deferred revenue, are earned | 12 months | |||
Number of stock-based compensation plan | CompensationPlan | 3 | |||
Fair value discount rate | 14.00% | |||
Minimum [Member] | ||||
Organization Consolidation And Presentation Of Financial Statements [Line Items] | ||||
Deferred revenue recognition period | 30 days | |||
Non-deliverable forward contracts and options expiring period | 1 month | |||
Maximum [Member] | ||||
Organization Consolidation And Presentation Of Financial Statements [Line Items] | ||||
Deferred revenue recognition period | 7 years | |||
Non-deliverable forward contracts and options expiring period | 24 months | |||
Equipment [Member] | ||||
Organization Consolidation And Presentation Of Financial Statements [Line Items] | ||||
Useful life of equipment | 5 years | |||
International Operations [Member] | ||||
Organization Consolidation And Presentation Of Financial Statements [Line Items] | ||||
Cash and cash equivalents | $ 221,700 | $ 194,400 | ||
Qelp [Member] | ||||
Organization Consolidation And Presentation Of Financial Statements [Line Items] | ||||
Acquisition date | Jul. 2, 2015 |
Acquisitions - Additional Infor
Acquisitions - Additional Information (Detail) $ in Thousands | Jul. 02, 2015USD ($) | Dec. 31, 2015EUR (€) | Aug. 31, 2012 |
Qelp [Member] | |||
Business Acquisition [Line Items] | |||
Consideration by cash | $ | $ 9,885 | ||
Maximum amount of contingent consideration | € | € 10,000,000 | ||
Contingent consideration expected payment period | 3 years | ||
Contingent consideration description | The contingent purchase price to be paid over a three-year period is based on achieving targets tied to revenues and earnings before interest, income taxes, depreciation and amortization ("EBITDA") for the years ended December 31, 2016, 2017 and 2018, not to exceed EUR 10.0 million. | ||
Acquisition date | Jul. 2, 2015 | ||
Alpine Access, Inc [Member] | Americas [Member] | |||
Business Acquisition [Line Items] | |||
Percentage of common shares and voting rights acquired | 100.00% | ||
Acquisition date | Aug. 20, 2012 |
Acquisitions - Summary of Consi
Acquisitions - Summary of Consideration Paid (Detail) - Qelp [Member] - USD ($) $ in Thousands | Jul. 02, 2015 | Dec. 31, 2015 |
Business Acquisition [Line Items] | ||
Cash | $ 9,885 | |
Fair value of contingent consideration | 6,000 | $ 6,280 |
Working capital adjustment | (65) | |
Total Consideration paid | $ 15,820 |
Acquisitions - Summary of Estim
Acquisitions - Summary of Estimated Acquisition Date Fair Values of Assets Acquired and Liabilities Assumed (Detail) - USD ($) $ in Thousands | Dec. 31, 2015 | Jul. 31, 2015 | Jul. 02, 2015 | Dec. 31, 2014 | Dec. 31, 2013 |
Business Acquisition [Line Items] | |||||
Goodwill | $ 195,733 | $ 193,831 | $ 199,802 | ||
EMEA [Member] | |||||
Business Acquisition [Line Items] | |||||
Goodwill | $ 9,684 | ||||
Qelp [Member] | |||||
Business Acquisition [Line Items] | |||||
Goodwill | $ 9,900 | ||||
Purchase price, total | $ 15,600 | ||||
Qelp [Member] | EMEA [Member] | |||||
Business Acquisition [Line Items] | |||||
Cash and cash equivalents | $ 450 | ||||
Receivables | 1,471 | ||||
Prepaid expenses | 24 | ||||
Total current assets | 1,945 | ||||
Property and equipment | 2,168 | ||||
Goodwill | 10,054 | ||||
Intangibles | 6,000 | ||||
Deferred charges and other assets | 55 | ||||
Short-term debt | (323) | ||||
Accrued employee compensation and benefits | (207) | ||||
Income taxes payable | (94) | ||||
Deferred revenue | (967) | ||||
Other accrued expenses and current liabilities | (1,030) | ||||
Total current liabilities | (2,621) | ||||
Other long-term liabilities | (1,781) | ||||
Purchase price, total | 15,820 | ||||
Qelp [Member] | EMEA [Member] | As Initially Reported [Member] | |||||
Business Acquisition [Line Items] | |||||
Cash and cash equivalents | 450 | ||||
Receivables | 1,541 | ||||
Prepaid expenses | 24 | ||||
Total current assets | 2,015 | ||||
Property and equipment | 2,168 | ||||
Goodwill | 9,574 | ||||
Intangibles | 6,000 | ||||
Deferred charges and other assets | 55 | ||||
Short-term debt | (323) | ||||
Accrued employee compensation and benefits | (207) | ||||
Income taxes payable | (62) | ||||
Deferred revenue | (967) | ||||
Other accrued expenses and current liabilities | (1,030) | ||||
Total current liabilities | (2,589) | ||||
Other long-term liabilities | (1,403) | ||||
Purchase price, total | 15,820 | ||||
Qelp [Member] | EMEA [Member] | Measurement Period Adjustments [Member] | |||||
Business Acquisition [Line Items] | |||||
Receivables | (70) | ||||
Total current assets | (70) | ||||
Goodwill | 480 | ||||
Income taxes payable | (32) | ||||
Total current liabilities | (32) | ||||
Other long-term liabilities | $ (378) |
Acquisitions - Summary of Purch
Acquisitions - Summary of Purchased Intangible Assets (Detail) - USD ($) $ in Thousands | Jul. 02, 2015 | Dec. 31, 2015 | Dec. 31, 2014 |
Acquired Finite-Lived Intangible Assets [Line Items] | |||
Weighted Average Amortization Period (years) | 8 years | 8 years | |
Customer Relationships [Member] | |||
Acquired Finite-Lived Intangible Assets [Line Items] | |||
Weighted Average Amortization Period (years) | 8 years | 8 years | |
Trade Name and Trademarks [Member] | |||
Acquired Finite-Lived Intangible Assets [Line Items] | |||
Weighted Average Amortization Period (years) | 8 years | 8 years | |
Content Library [Member] | |||
Acquired Finite-Lived Intangible Assets [Line Items] | |||
Weighted Average Amortization Period (years) | 2 years | ||
Qelp [Member] | EMEA [Member] | |||
Acquired Finite-Lived Intangible Assets [Line Items] | |||
Amount Assigned | $ 6,000 | ||
Weighted Average Amortization Period (years) | 7 years | ||
Qelp [Member] | Customer Relationships [Member] | EMEA [Member] | |||
Acquired Finite-Lived Intangible Assets [Line Items] | |||
Amount Assigned | $ 5,400 | ||
Weighted Average Amortization Period (years) | 7 years | ||
Qelp [Member] | Trade Name and Trademarks [Member] | EMEA [Member] | |||
Acquired Finite-Lived Intangible Assets [Line Items] | |||
Amount Assigned | $ 100 | ||
Weighted Average Amortization Period (years) | 3 years | ||
Qelp [Member] | Content Library [Member] | EMEA [Member] | |||
Acquired Finite-Lived Intangible Assets [Line Items] | |||
Amount Assigned | $ 500 | ||
Weighted Average Amortization Period (years) | 2 years |
Acquisitions - Revenues and Ear
Acquisitions - Revenues and Earnings of Acquired Entity Since Acquisition Date (Detail) - Qelp [Member] - EMEA [Member] $ in Thousands | 6 Months Ended |
Dec. 31, 2015USD ($) | |
Business Acquisition [Line Items] | |
Revenues | $ 2,661 |
Net (loss) | $ (162) |
Acquisitions - Merger and Integ
Acquisitions - Merger and Integration Costs (Detail) - USD ($) $ in Thousands | 12 Months Ended | |
Dec. 31, 2015 | Dec. 31, 2013 | |
Qelp [Member] | Other Items [Member] | General and Administrative [Member] | ||
Business Acquisition [Line Items] | ||
Transaction costs | $ 455 | |
Alpine Access, Inc [Member] | ||
Transaction and integration costs: | ||
Total merger and integration costs | $ 2,114 | |
Alpine Access, Inc [Member] | General and Administrative [Member] | ||
Severance costs: | ||
Severance costs | 1,144 | |
Transaction and integration costs: | ||
Transaction and integration costs | 444 | |
Alpine Access, Inc [Member] | Direct Salaries and Related Costs [Member] | ||
Severance costs: | ||
Severance costs | 526 | |
Alpine Access, Inc [Member] | Americas [Member] | General and Administrative [Member] | ||
Severance costs: | ||
Severance costs | 985 | |
Alpine Access, Inc [Member] | Americas [Member] | Direct Salaries and Related Costs [Member] | ||
Severance costs: | ||
Severance costs | 526 | |
Alpine Access, Inc [Member] | Other Items [Member] | General and Administrative [Member] | ||
Severance costs: | ||
Severance costs | 159 | |
Transaction and integration costs: | ||
Transaction and integration costs | $ 444 |
Costs Associated with Exit or68
Costs Associated with Exit or Disposal Activities - Additional Information (Detail) $ in Millions | 12 Months Ended |
Dec. 31, 2015USD ($)Employees | |
Restructuring and Related Activities [Abstract] | |
Estimated employee rationalization associated with exit or disposal activities | Employees | 800 |
Cash payment related to restructuring plan | $ | $ 15.3 |
Lease termination date | Feb. 28, 2017 |
Costs Associated with Exit or69
Costs Associated with Exit or Disposal Activities - Cumulative Costs Expected and Incurred as a Result of Exit Plans (Detail) $ in Thousands | Dec. 31, 2015USD ($) |
Restructuring Cost and Reserve [Line Items] | |
Estimated total costs, some of which may have already been incurred, under the restructuring plan | $ 21,139 |
Lease Obligations and Facility Exit Costs [Member] | |
Restructuring Cost and Reserve [Line Items] | |
Estimated total costs, some of which may have already been incurred, under the restructuring plan | 10,027 |
Severance and Related Costs [Member] | |
Restructuring Cost and Reserve [Line Items] | |
Estimated total costs, some of which may have already been incurred, under the restructuring plan | 6,042 |
Legal-Related Costs [Member] | |
Restructuring Cost and Reserve [Line Items] | |
Estimated total costs, some of which may have already been incurred, under the restructuring plan | 110 |
Non-cash Impairment Charges [Member] | |
Restructuring Cost and Reserve [Line Items] | |
Estimated total costs, some of which may have already been incurred, under the restructuring plan | 4,960 |
Fourth Quarter 2011 Exit Plan [Member] | Americas [Member] | |
Restructuring Cost and Reserve [Line Items] | |
Estimated total costs, some of which may have already been incurred, under the restructuring plan | 1,845 |
Fourth Quarter 2011 Exit Plan [Member] | Americas [Member] | Lease Obligations and Facility Exit Costs [Member] | |
Restructuring Cost and Reserve [Line Items] | |
Estimated total costs, some of which may have already been incurred, under the restructuring plan | 1,365 |
Fourth Quarter 2011 Exit Plan [Member] | Americas [Member] | Non-cash Impairment Charges [Member] | |
Restructuring Cost and Reserve [Line Items] | |
Estimated total costs, some of which may have already been incurred, under the restructuring plan | 480 |
Fourth Quarter 2011 Exit Plan [Member] | EMEA [Member] | |
Restructuring Cost and Reserve [Line Items] | |
Estimated total costs, some of which may have already been incurred, under the restructuring plan | 6,460 |
Fourth Quarter 2011 Exit Plan [Member] | EMEA [Member] | Lease Obligations and Facility Exit Costs [Member] | |
Restructuring Cost and Reserve [Line Items] | |
Estimated total costs, some of which may have already been incurred, under the restructuring plan | 19 |
Fourth Quarter 2011 Exit Plan [Member] | EMEA [Member] | Severance and Related Costs [Member] | |
Restructuring Cost and Reserve [Line Items] | |
Estimated total costs, some of which may have already been incurred, under the restructuring plan | 5,857 |
Fourth Quarter 2011 Exit Plan [Member] | EMEA [Member] | Legal-Related Costs [Member] | |
Restructuring Cost and Reserve [Line Items] | |
Estimated total costs, some of which may have already been incurred, under the restructuring plan | 110 |
Fourth Quarter 2011 Exit Plan [Member] | EMEA [Member] | Non-cash Impairment Charges [Member] | |
Restructuring Cost and Reserve [Line Items] | |
Estimated total costs, some of which may have already been incurred, under the restructuring plan | 474 |
Fourth Quarter 2010 Exit Plan [Member] | EMEA [Member] | |
Restructuring Cost and Reserve [Line Items] | |
Estimated total costs, some of which may have already been incurred, under the restructuring plan | 2,258 |
Fourth Quarter 2010 Exit Plan [Member] | EMEA [Member] | Lease Obligations and Facility Exit Costs [Member] | |
Restructuring Cost and Reserve [Line Items] | |
Estimated total costs, some of which may have already been incurred, under the restructuring plan | 1,914 |
Fourth Quarter 2010 Exit Plan [Member] | EMEA [Member] | Severance and Related Costs [Member] | |
Restructuring Cost and Reserve [Line Items] | |
Estimated total costs, some of which may have already been incurred, under the restructuring plan | 185 |
Fourth Quarter 2010 Exit Plan [Member] | EMEA [Member] | Non-cash Impairment Charges [Member] | |
Restructuring Cost and Reserve [Line Items] | |
Estimated total costs, some of which may have already been incurred, under the restructuring plan | 159 |
Third Quarter 2010 Exit Plan [Member] | Americas [Member] | |
Restructuring Cost and Reserve [Line Items] | |
Estimated total costs, some of which may have already been incurred, under the restructuring plan | 10,576 |
Third Quarter 2010 Exit Plan [Member] | Americas [Member] | Lease Obligations and Facility Exit Costs [Member] | |
Restructuring Cost and Reserve [Line Items] | |
Estimated total costs, some of which may have already been incurred, under the restructuring plan | 6,729 |
Third Quarter 2010 Exit Plan [Member] | Americas [Member] | Non-cash Impairment Charges [Member] | |
Restructuring Cost and Reserve [Line Items] | |
Estimated total costs, some of which may have already been incurred, under the restructuring plan | $ 3,847 |
Costs Associated with Exit or70
Costs Associated with Exit or Disposal Activities - Summary of Accrued Liability Associated with Exit Plans' Exit or Disposal Activities and Related Charges (Reversals) (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Restructuring Cost and Reserve [Line Items] | |||
Beginning Accrual | $ 1,558 | $ 2,974 | $ 3,969 |
Charges (reversals) of exit or disposal activities and related charges | (314) | 262 | |
Cash payments | (825) | (1,095) | (1,282) |
Other non-cash changes | (7) | 25 | |
Ending Accrual | 733 | 1,558 | 2,974 |
Lease Obligations and Facility Exit Costs [Member] | |||
Restructuring Cost and Reserve [Line Items] | |||
Beginning Accrual | 1,558 | 2,843 | 3,772 |
Charges (reversals) of exit or disposal activities and related charges | (185) | 318 | |
Cash payments | (825) | (1,095) | (1,264) |
Other non-cash changes | (5) | 17 | |
Ending Accrual | $ 733 | 1,558 | 2,843 |
Severance and Related Costs [Member] | |||
Restructuring Cost and Reserve [Line Items] | |||
Beginning Accrual | 131 | 187 | |
Charges (reversals) of exit or disposal activities and related charges | (129) | (56) | |
Cash payments | (8) | ||
Other non-cash changes | $ (2) | 8 | |
Ending Accrual | 131 | ||
Legal-Related Costs [Member] | |||
Restructuring Cost and Reserve [Line Items] | |||
Beginning Accrual | 10 | ||
Cash payments | $ (10) |
Costs Associated with Exit or71
Costs Associated with Exit or Disposal Activities - Summary of Accrued Liability Associated with Company's Exit Plans (Detail) - USD ($) $ in Thousands | Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | Dec. 31, 2012 |
Restructuring Cost and Reserve [Line Items] | ||||
Short-term accrued restructuring liability | $ 631 | $ 630 | ||
Ending accrual | 733 | 1,558 | $ 2,974 | $ 3,969 |
Other Accrued Expenses and Current Liabilities [Member] | ||||
Restructuring Cost and Reserve [Line Items] | ||||
Short-term accrued restructuring liability | 631 | 630 | ||
Other Long-Term Liabilities [Member] | ||||
Restructuring Cost and Reserve [Line Items] | ||||
Long-term accrued restructuring liability | 102 | 928 | ||
Fourth Quarter 2011 Exit Plan [Member] | Americas [Member] | ||||
Restructuring Cost and Reserve [Line Items] | ||||
Ending accrual | 166 | 312 | ||
Fourth Quarter 2011 Exit Plan [Member] | Americas [Member] | Other Accrued Expenses and Current Liabilities [Member] | ||||
Restructuring Cost and Reserve [Line Items] | ||||
Short-term accrued restructuring liability | 144 | 109 | ||
Fourth Quarter 2011 Exit Plan [Member] | Americas [Member] | Other Long-Term Liabilities [Member] | ||||
Restructuring Cost and Reserve [Line Items] | ||||
Long-term accrued restructuring liability | 22 | 203 | ||
Third Quarter 2010 Exit Plan [Member] | Americas [Member] | ||||
Restructuring Cost and Reserve [Line Items] | ||||
Ending accrual | 567 | 1,246 | ||
Third Quarter 2010 Exit Plan [Member] | Americas [Member] | Other Accrued Expenses and Current Liabilities [Member] | ||||
Restructuring Cost and Reserve [Line Items] | ||||
Short-term accrued restructuring liability | 487 | 521 | ||
Third Quarter 2010 Exit Plan [Member] | Americas [Member] | Other Long-Term Liabilities [Member] | ||||
Restructuring Cost and Reserve [Line Items] | ||||
Long-term accrued restructuring liability | $ 80 | $ 725 |
Fair Value - Assets and Liabili
Fair Value - Assets and Liabilities Measured at Fair Value on a Recurring Basis (Detail) - USD ($) $ in Thousands | Dec. 31, 2015 | Dec. 31, 2014 |
Assets: | ||
Foreign currency forward and option contracts | $ 10,962 | $ 1,489 |
Foreign currency forward and option contracts | 4,060 | |
Total assets | 18,899 | 113,505 |
Liabilities: | ||
Long-term debt | 70,000 | 75,000 |
Total liabilities | 77,115 | 76,261 |
Other Accrued Expenses and Current Liabilities [Member] | ||
Liabilities: | ||
Foreign currency forward and option contracts | 835 | 1,261 |
Other Long-Term Liabilities [Member] | ||
Liabilities: | ||
Contingent consideration included in "Other long-term liabilities" | 6,280 | |
Foreign Currency Forward and Option Contracts [Member] | Other Current Assets [Member] | ||
Assets: | ||
Foreign currency forward and option contracts | 10,962 | 1,489 |
Foreign Currency Forward and Option Contracts [Member] | Other Accrued Expenses and Current Liabilities [Member] | ||
Liabilities: | ||
Foreign currency forward and option contracts | 835 | 1,261 |
Foreign Currency Forward Contracts [Member] | Deferred Charges and Other Assets [Member] | ||
Assets: | ||
Foreign currency forward and option contracts | 4,060 | |
Equity Investments Held in a Rabbi Trust for the Deferred Compensation Plan [Member] | Other Current Assets [Member] | ||
Assets: | ||
Investments held in a rabbi trust for the Deferred Compensation Plan | 6,229 | 5,589 |
Debt Investments Held in a Rabbi Trust for the Deferred Compensation Plan [Member] | Other Current Assets [Member] | ||
Assets: | ||
Investments held in a rabbi trust for the Deferred Compensation Plan | 1,622 | 1,363 |
Guaranteed Investment Certificates [Member] | Deferred Charges and Other Assets [Member] | ||
Assets: | ||
"Money market funds, open-end mutual funds and guaranteed investment certificates included in "Deferred charges and other assets" | 86 | 79 |
Money Market Funds and Open-End Mutual Funds [Member] | ||
Assets: | ||
Money market funds and open-end mutual funds included in "Cash and cash equivalents" | 100,915 | |
"Money market funds, open-end mutual funds and guaranteed investment certificates included in "Deferred charges and other assets" | 10 | |
Quoted Prices in Active Markets For Identical Assets Level 1 [Member] | ||
Assets: | ||
Total assets | 7,851 | 107,877 |
Quoted Prices in Active Markets For Identical Assets Level 1 [Member] | Equity Investments Held in a Rabbi Trust for the Deferred Compensation Plan [Member] | Other Current Assets [Member] | ||
Assets: | ||
Investments held in a rabbi trust for the Deferred Compensation Plan | 6,229 | 5,589 |
Quoted Prices in Active Markets For Identical Assets Level 1 [Member] | Debt Investments Held in a Rabbi Trust for the Deferred Compensation Plan [Member] | Other Current Assets [Member] | ||
Assets: | ||
Investments held in a rabbi trust for the Deferred Compensation Plan | 1,622 | 1,363 |
Quoted Prices in Active Markets For Identical Assets Level 1 [Member] | Money Market Funds and Open-End Mutual Funds [Member] | ||
Assets: | ||
Money market funds and open-end mutual funds included in "Cash and cash equivalents" | 100,915 | |
"Money market funds, open-end mutual funds and guaranteed investment certificates included in "Deferred charges and other assets" | 10 | |
Significant Other Observable Inputs Level 2 [Member] | ||
Assets: | ||
Total assets | 11,048 | 5,628 |
Liabilities: | ||
Long-term debt | 70,000 | 75,000 |
Total liabilities | 70,835 | 76,261 |
Significant Other Observable Inputs Level 2 [Member] | Foreign Currency Forward and Option Contracts [Member] | Other Current Assets [Member] | ||
Assets: | ||
Foreign currency forward and option contracts | 10,962 | 1,489 |
Significant Other Observable Inputs Level 2 [Member] | Foreign Currency Forward and Option Contracts [Member] | Other Accrued Expenses and Current Liabilities [Member] | ||
Liabilities: | ||
Foreign currency forward and option contracts | 835 | 1,261 |
Significant Other Observable Inputs Level 2 [Member] | Foreign Currency Forward Contracts [Member] | Deferred Charges and Other Assets [Member] | ||
Assets: | ||
Foreign currency forward and option contracts | 4,060 | |
Significant Other Observable Inputs Level 2 [Member] | Guaranteed Investment Certificates [Member] | Deferred Charges and Other Assets [Member] | ||
Assets: | ||
"Money market funds, open-end mutual funds and guaranteed investment certificates included in "Deferred charges and other assets" | 86 | $ 79 |
Significant Unobservable Inputs Level 3 [Member] | ||
Liabilities: | ||
Total liabilities | 6,280 | |
Significant Unobservable Inputs Level 3 [Member] | Other Long-Term Liabilities [Member] | ||
Liabilities: | ||
Contingent consideration included in "Other long-term liabilities" | $ 6,280 |
Fair Value - Rollforward of Fai
Fair Value - Rollforward of Fair Value of Contingent Consideration (Detail) $ in Thousands | 12 Months Ended |
Dec. 31, 2015USD ($) | |
Business Acquisition, Contingent Consideration [Line Items] | |
Imputed interest/adjustments | $ (408) |
Qelp [Member] | |
Business Acquisition, Contingent Consideration [Line Items] | |
Acquisition | 6,000 |
Cash payments | 0 |
Imputed interest/adjustments | 408 |
Effect of foreign currency | (128) |
Contingent Consideration, Ending Balance | $ 6,280 |
Fair Value - Additional Informa
Fair Value - Additional Information (Detail) $ in Millions | Dec. 31, 2015USD ($) |
Qelp [Member] | |
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items] | |
Expected future value of contingent consideration | $ 9.1 |
Goodwill and Intangible Asset75
Goodwill and Intangible Assets - Company's Purchased Intangible Assets (Detail) - USD ($) $ in Thousands | 12 Months Ended | |
Dec. 31, 2015 | Dec. 31, 2014 | |
Acquired Finite-Lived Intangible Assets [Line Items] | ||
Gross Intangibles | $ 117,272 | $ 114,827 |
Accumulated Amortization | (66,376) | (54,207) |
Net Intangibles | $ 50,896 | $ 60,620 |
Weighted Average Amortization Period (years) | 8 years | 8 years |
Customer Relationships [Member] | ||
Acquired Finite-Lived Intangible Assets [Line Items] | ||
Gross Intangibles | $ 102,594 | $ 100,719 |
Accumulated Amortization | (58,294) | (47,571) |
Net Intangibles | $ 44,300 | $ 53,148 |
Weighted Average Amortization Period (years) | 8 years | 8 years |
Trade Name and Trademarks [Member] | ||
Acquired Finite-Lived Intangible Assets [Line Items] | ||
Gross Intangibles | $ 11,698 | $ 11,600 |
Accumulated Amortization | (5,470) | (4,128) |
Net Intangibles | $ 6,228 | $ 7,472 |
Weighted Average Amortization Period (years) | 8 years | 8 years |
Non-Compete Agreements [Member] | ||
Acquired Finite-Lived Intangible Assets [Line Items] | ||
Gross Intangibles | $ 1,190 | $ 1,209 |
Accumulated Amortization | $ (1,190) | $ (1,209) |
Weighted Average Amortization Period (years) | 2 years | 2 years |
Proprietary Software [Member] | ||
Acquired Finite-Lived Intangible Assets [Line Items] | ||
Gross Intangibles | $ 850 | $ 850 |
Accumulated Amortization | $ (850) | $ (850) |
Weighted Average Amortization Period (years) | 2 years | 2 years |
Favorable Lease Agreement [Member] | ||
Acquired Finite-Lived Intangible Assets [Line Items] | ||
Gross Intangibles | $ 449 | $ 449 |
Accumulated Amortization | $ (449) | $ (449) |
Weighted Average Amortization Period (years) | 2 years | 2 years |
Content Library [Member] | ||
Acquired Finite-Lived Intangible Assets [Line Items] | ||
Gross Intangibles | $ 491 | |
Accumulated Amortization | (123) | |
Net Intangibles | $ 368 | |
Weighted Average Amortization Period (years) | 2 years |
Goodwill and Intangible Asset76
Goodwill and Intangible Assets - Estimated Future Amortization Expense (Detail) $ in Thousands | Dec. 31, 2015USD ($) |
Finite-Lived Intangible Assets, Net, Amortization Expense, Fiscal Year Maturity [Abstract] | |
2,016 | $ 14,489 |
2,017 | 14,366 |
2,018 | 8,198 |
2,019 | 7,605 |
2,020 | 5,104 |
2021 and thereafter | $ 1,134 |
Goodwill and Intangible Asset77
Goodwill and Intangible Assets - Changes in Goodwill (Detail) - USD ($) $ in Thousands | 12 Months Ended | |
Dec. 31, 2015 | Dec. 31, 2014 | |
Goodwill [Line Items] | ||
Beginning Balance, Goodwill Net | $ 193,831 | $ 199,802 |
Acquisition | 10,054 | |
Effect of Foreign Currency | (8,152) | (5,971) |
Ending Balance, Goodwill Net | 195,733 | 193,831 |
Americas [Member] | ||
Goodwill [Line Items] | ||
Beginning Balance, Goodwill Net | 193,831 | 199,802 |
Effect of Foreign Currency | (7,782) | (5,971) |
Ending Balance, Goodwill Net | 186,049 | $ 193,831 |
EMEA [Member] | ||
Goodwill [Line Items] | ||
Acquisition | 10,054 | |
Effect of Foreign Currency | (370) | |
Ending Balance, Goodwill Net | $ 9,684 |
Goodwill and Intangible Asset78
Goodwill and Intangible Assets - Additional Information (Detail) $ in Thousands | 12 Months Ended | |||
Dec. 31, 2015USD ($)Reporting_Unit | Jul. 31, 2015USD ($) | Dec. 31, 2014USD ($) | Dec. 31, 2013USD ($) | |
Goodwill [Line Items] | ||||
Number of reporting units | Reporting_Unit | 5 | |||
Number of reporting units, fair value in excess of carrying value | Reporting_Unit | 4 | |||
Goodwill | $ 195,733 | $ 193,831 | $ 199,802 | |
Qelp [Member] | ||||
Goodwill [Line Items] | ||||
Acquisition date | Jul. 2, 2015 | |||
Purchase price of acquisition, carrying value | $ 15,600 | |||
Goodwill | $ 9,900 | |||
Goodwill Impairment Loss | $ 0 |
Receivable, Net - Receivable, N
Receivable, Net - Receivable, Net (Detail) - USD ($) $ in Thousands | Dec. 31, 2015 | Dec. 31, 2014 |
Receivables, Net, Current [Abstract] | ||
Trade accounts receivable | $ 271,729 | $ 290,711 |
Income taxes receivable | 4,976 | 993 |
Other | 3,965 | 3,354 |
Receivables, gross | 280,670 | 295,058 |
Less: Allowance for doubtful accounts | 3,574 | 4,661 |
Receivables, net | $ 277,096 | $ 290,397 |
Allowance for doubtful accounts as a percent of trade receivables | 1.30% | 1.60% |
Prepaid Expenses - Prepaid Expe
Prepaid Expenses - Prepaid Expenses, Net (Detail) - USD ($) $ in Thousands | Dec. 31, 2015 | Dec. 31, 2014 |
Prepaid Expense, Current [Abstract] | ||
Prepaid maintenance | $ 7,509 | $ 5,315 |
Prepaid insurance | 4,207 | 3,112 |
Prepaid rent | 1,919 | 3,147 |
Prepaid other | 3,686 | 3,322 |
Total prepaid expenses | $ 17,321 | $ 14,896 |
Other Current Assets - Other Cu
Other Current Assets - Other Current Assets, Net (Detail) - USD ($) $ in Thousands | Dec. 31, 2015 | Dec. 31, 2014 |
Deferred Costs, Capitalized, Prepaid, and Other Assets Disclosure [Abstract] | ||
Deferred tax assets (Note 20) | $ 12,009 | $ 13,703 |
Financial derivatives (Note 10) | 10,962 | 1,489 |
Investments held in rabbi trust (Note 11) | 7,851 | 6,952 |
Value added tax certificates | 6,303 | |
Other current assets | 2,440 | 1,209 |
Total other current assets | $ 33,262 | $ 29,656 |
Financial Derivatives - Deferre
Financial Derivatives - Deferred Gains (Losses) and Related Taxes on Cash Flow Hedges (Detail) - USD ($) $ in Thousands | 12 Months Ended | |
Dec. 31, 2015 | Dec. 31, 2014 | |
Derivative Instruments and Hedging Activities Disclosure [Abstract] | ||
Deferred gains (losses) in AOCI | $ (558) | $ (157) |
Tax on deferred gains (losses) in AOCI | 31 | 46 |
Deferred gains (losses) in AOCI, net of taxes | (527) | $ (111) |
Deferred gains (losses) expected to be reclassified to "Revenues" from AOCI during the next twelve months | $ (558) |
Financial Derivatives - Additio
Financial Derivatives - Additional Information (Detail) - USD ($) | 12 Months Ended | |
Dec. 31, 2015 | Dec. 31, 2014 | |
Derivative Instruments and Hedging Activities Disclosure [Abstract] | ||
Maximum period of foreign currency hedge contracts | 180 days | |
Maximum amount of loss due to credit risk | $ 11,000,000 | $ 5,500,000 |
Total net settlement amount asset positions | 10,200,000 | 4,400,000 |
Total net settlement amount liability positions | $ 100,000 | $ 100,000 |
Financial Derivatives - Outstan
Financial Derivatives - Outstanding Foreign Currency Forward Contracts and Options (Detail) - USD ($) $ in Thousands | 12 Months Ended | |
Dec. 31, 2015 | Dec. 31, 2014 | |
Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Cash Flow Hedges [Member] | Option Contracts [Member] | Philippine Pesos [Member] | ||
Derivative [Line Items] | ||
Notional Amount | $ 71,750 | $ 73,000 |
Settle Through Date | Dec. 31, 2016 | Dec. 31, 2015 |
Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Cash Flow Hedges [Member] | Forwards [Member] | Philippine Pesos [Member] | ||
Derivative [Line Items] | ||
Notional Amount | $ 9,000 | |
Settle Through Date | Mar. 31, 2015 | |
Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Cash Flow Hedges [Member] | Forwards [Member] | Costa Rican Colones [Member] | ||
Derivative [Line Items] | ||
Notional Amount | $ 34,500 | $ 51,600 |
Settle Through Date | Nov. 30, 2016 | Oct. 31, 2015 |
Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Cash Flow Hedges [Member] | Forwards [Member] | Romanian Leis [Member] | ||
Derivative [Line Items] | ||
Notional Amount | $ 10,414 | |
Settle Through Date | Dec. 31, 2015 | |
Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Net Investment Hedges [Member] | Forwards [Member] | Euros [Member] | ||
Derivative [Line Items] | ||
Notional Amount | $ 63,470 | $ 51,648 |
Settle Through Date | Mar. 31, 2016 | Mar. 31, 2016 |
Derivatives Not Designated as Hedging Instruments under ASC 815 [Member] | Forwards [Member] | ||
Derivative [Line Items] | ||
Notional Amount | $ 50,603 | $ 64,541 |
Settle Through Date | Mar. 31, 2016 | Mar. 31, 2015 |
Financial Derivatives - Derivat
Financial Derivatives - Derivative Instruments Fair Value (Detail) - USD ($) $ in Thousands | Dec. 31, 2015 | Dec. 31, 2014 |
Derivatives, Fair Value [Line Items] | ||
Derivative Assets | $ 10,962 | $ 1,489 |
Derivative Assets | 4,060 | |
Derivative Assets | 10,962 | 5,549 |
Derivative Liabilities | 835 | 1,261 |
Other Accrued Expenses and Current Liabilities [Member] | ||
Derivatives, Fair Value [Line Items] | ||
Derivative Liabilities | 835 | 1,261 |
Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Foreign Currency Forward Contracts [Member] | Option Contracts [Member] | ||
Derivatives, Fair Value [Line Items] | ||
Derivative Assets | 10,705 | 5,034 |
Derivatives Not Designated as Hedging Instruments under ASC 815 [Member] | Foreign Currency Forward Contracts [Member] | Other Current Assets [Member] | ||
Derivatives, Fair Value [Line Items] | ||
Derivative Assets | 257 | 515 |
Derivatives Not Designated as Hedging Instruments under ASC 815 [Member] | Foreign Currency Forward Contracts [Member] | Other Accrued Expenses and Current Liabilities [Member] | ||
Derivatives, Fair Value [Line Items] | ||
Derivative Liabilities | 439 | 855 |
Cash Flow Hedges [Member] | Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Foreign Currency Forward Contracts [Member] | Other Current Assets [Member] | Option Contracts [Member] | ||
Derivatives, Fair Value [Line Items] | ||
Derivative Assets | 544 | 974 |
Cash Flow Hedges [Member] | Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Foreign Currency Forward Contracts [Member] | Other Accrued Expenses and Current Liabilities [Member] | Option Contracts [Member] | ||
Derivatives, Fair Value [Line Items] | ||
Derivative Liabilities | 396 | 406 |
Net Investment Hedges [Member] | Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Foreign Currency Forward Contracts [Member] | Other Current Assets [Member] | ||
Derivatives, Fair Value [Line Items] | ||
Derivative Assets | $ 10,161 | |
Net Investment Hedges [Member] | Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Foreign Currency Forward Contracts [Member] | Deferred Charges and Other Assets [Member] | ||
Derivatives, Fair Value [Line Items] | ||
Derivative Assets | $ 4,060 |
Financial Derivatives - Effect
Financial Derivatives - Effect of Company's Derivative Instruments (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Derivative Instruments, Gain (Loss) [Line Items] | |||
Gain (Loss) Recognized in AOCI on Derivatives (Effective Portion) | $ 7,797 | $ 3,557 | $ (4,543) |
Gain (Loss) Reclassified From Accumulated AOCI Into "Revenues" (Effective Portion) | 2,138 | (5,339) | (666) |
Gain (Loss) Recognized in "Revenues" on Derivatives (Ineffective Portion and Amount Excluded from Effectiveness Testing) | 12 | (3) | 119 |
Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Cash Flow Hedges [Member] | Foreign Currency Forward Contracts [Member] | Option Contracts [Member] | |||
Derivative Instruments, Gain (Loss) [Line Items] | |||
Gain (Loss) Recognized in AOCI on Derivatives (Effective Portion) | 1,696 | (2,787) | (2,823) |
Gain (Loss) Reclassified From Accumulated AOCI Into "Revenues" (Effective Portion) | 2,138 | (5,339) | (666) |
Gain (Loss) Recognized in "Revenues" on Derivatives (Ineffective Portion and Amount Excluded from Effectiveness Testing) | 12 | (3) | 119 |
Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Net Investment Hedges [Member] | Foreign Currency Forward Contracts [Member] | |||
Derivative Instruments, Gain (Loss) [Line Items] | |||
Gain (Loss) Recognized in AOCI on Derivatives (Effective Portion) | 6,101 | 6,344 | (1,720) |
Other Income (Expense) [Member] | Derivatives Not Designated as Hedging Instruments under ASC 815 [Member] | Foreign Currency Forward Contracts [Member] | |||
Derivative Instruments, Gain (Loss) [Line Items] | |||
Gain (Loss) Recognized on Derivatives | $ 1,374 | $ (44) | $ 4,216 |
Investments Held in Rabbi Tru87
Investments Held in Rabbi Trust - Investments Held in Rabbi Trust, Classified as Trading (Detail) - USD ($) $ in Thousands | Dec. 31, 2015 | Dec. 31, 2014 |
Schedule of Trading Securities and Other Trading Assets [Line Items] | ||
Mutual funds, Fair Value | $ 7,851 | $ 6,952 |
Mutual Funds [Member] | ||
Schedule of Trading Securities and Other Trading Assets [Line Items] | ||
Mutual funds, Cost | 6,217 | 5,160 |
Other Current Assets [Member] | Mutual Funds [Member] | ||
Schedule of Trading Securities and Other Trading Assets [Line Items] | ||
Mutual funds, Fair Value | $ 7,851 | $ 6,952 |
Investments Held in Rabbi Tru88
Investments Held in Rabbi Trust - Additional Information (Detail) | Dec. 31, 2015 |
Equity-Based Securities [Member] | |
Schedule of Trading Securities and Other Trading Assets [Line Items] | |
Mutual funds held in rabbi trust | 79.00% |
Debt-Based Securities [Member] | |
Schedule of Trading Securities and Other Trading Assets [Line Items] | |
Mutual funds held in rabbi trust | 21.00% |
Investments Held in Rabbi Tru89
Investments Held in Rabbi Trust - Components of Investment Income (Losses), Included in Other Income (Expense) in Accompanying Consolidated Statements of Operations (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Schedule of Trading Securities and Other Trading Assets [Line Items] | |||
Gross realized gains from sale of trading securities | $ 356 | $ 586 | $ 160 |
Gross realized (losses) from sale of trading securities | (1) | (10) | |
Dividend and interest income | 79 | 58 | 279 |
Net unrealized holding gains (losses) | (597) | (276) | 568 |
Other Income (Expense) [Member] | |||
Schedule of Trading Securities and Other Trading Assets [Line Items] | |||
Net investment income (losses) | $ (163) | $ 368 | $ 997 |
Property and Equipment - Proper
Property and Equipment - Property and Equipment (Detail) - USD ($) $ in Thousands | Dec. 31, 2015 | Dec. 31, 2014 |
Property, Plant and Equipment [Line Items] | ||
Property and equipment, gross | $ 418,914 | $ 408,808 |
Less: Accumulated depreciation | 306,952 | 298,928 |
Property and equipment, net | 111,962 | 109,880 |
Land [Member] | ||
Property, Plant and Equipment [Line Items] | ||
Property and equipment, gross | 3,447 | 3,600 |
Buildings and Leasehold Improvements [Member] | ||
Property, Plant and Equipment [Line Items] | ||
Property and equipment, gross | 96,926 | 94,786 |
Equipment, Furniture and Fixtures [Member] | ||
Property, Plant and Equipment [Line Items] | ||
Property and equipment, gross | 291,993 | 293,857 |
Capitalized Internally Developed Software Costs [Member] | ||
Property, Plant and Equipment [Line Items] | ||
Property and equipment, gross | 17,299 | 7,963 |
Property and equipment, net | 8,135 | 1,270 |
Transportation Equipment [Member] | ||
Property, Plant and Equipment [Line Items] | ||
Property and equipment, gross | 546 | 531 |
Construction in Progress [Member] | ||
Property, Plant and Equipment [Line Items] | ||
Property and equipment, gross | $ 8,703 | $ 8,071 |
Property and Equipment - Capita
Property and Equipment - Capitalized Internally Developed Software, Net of Depreciation (Detail) - USD ($) $ in Thousands | Dec. 31, 2015 | Dec. 31, 2014 |
Property, Plant and Equipment [Line Items] | ||
Property and equipment, net | $ 111,962 | $ 109,880 |
Capitalized Internally Developed Software Costs [Member] | ||
Property, Plant and Equipment [Line Items] | ||
Property and equipment, net | $ 8,135 | $ 1,270 |
Property and Equipment - Additi
Property and Equipment - Additional Information (Detail) - USD ($) $ in Thousands | 1 Months Ended | 12 Months Ended | |||||
Jul. 31, 2015 | Apr. 30, 2015 | Nov. 30, 2014 | Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | Feb. 28, 2015 | |
Property, Plant and Equipment [Line Items] | |||||||
Net gain on insurance settlement | $ 919 | ||||||
Proceeds from sale of assets | 616 | $ 3,639 | $ 388 | ||||
Net gain on sale | (381) | 2,030 | $ (201) | ||||
Property and equipment, net | 111,962 | $ 109,880 | |||||
Perry County Kentucky Buchanan County Virginia and Wise Virginia Facilities [Member] | Land and Building [Member] | |||||||
Property, Plant and Equipment [Line Items] | |||||||
Estimated amount of losses to be recovered | $ 1,600 | ||||||
Insurance recoveries for clean up and repairs | $ 1,100 | $ 500 | |||||
Perry County Kentucky Buchanan County Virginia and Wise Virginia Facilities [Member] | General and Administrative [Member] | Land and Building [Member] | |||||||
Property, Plant and Equipment [Line Items] | |||||||
Net gain on insurance settlement | $ 900 | ||||||
Bismarck, North Dakota [Member] | Land and Building [Member] | |||||||
Property, Plant and Equipment [Line Items] | |||||||
Proceeds from sale of assets | $ 3,100 | ||||||
Selling costs | 200 | ||||||
Net gain on sale | 2,600 | ||||||
Property and equipment, net | $ 500 |
Deferred Charges and Other As93
Deferred Charges and Other Assets - Components of Deferred Charges and Other Assets (Detail) - USD ($) $ in Thousands | Dec. 31, 2015 | Dec. 31, 2014 |
Deferred Costs, Capitalized, Prepaid, and Other Assets Disclosure [Abstract] | ||
Non-current mandatory tax security deposits (Note 20) | $ 13,418 | $ 15,906 |
Rent and other deposits | 3,803 | 3,215 |
Non-current deferred tax assets (Note 20) | 1,899 | 1,681 |
Non-current value added tax receivables | 673 | 856 |
Foreign currency forward contracts (Note 10) | 4,060 | |
Other | 6,351 | 4,365 |
Deferred charges and other assets, total | $ 26,144 | $ 30,083 |
Accrued Employee Compensation94
Accrued Employee Compensation and Benefits - Components of Accrued Employee Compensation and Benefits (Detail) - USD ($) $ in Thousands | Dec. 31, 2015 | Dec. 31, 2014 |
Employee-related Liabilities, Current [Abstract] | ||
Accrued compensation | $ 28,215 | $ 32,786 |
Accrued bonus and commissions | 17,754 | 18,590 |
Accrued vacation | 16,439 | 16,613 |
Accrued employment taxes | 8,465 | 9,362 |
Other | 6,373 | 4,721 |
Accrued employee compensation and benefits | $ 77,246 | $ 82,072 |
Deferred Revenue - Components o
Deferred Revenue - Components of Deferred Revenue (Detail) - USD ($) $ in Thousands | Dec. 31, 2015 | Dec. 31, 2014 |
Deferred Revenue Disclosure [Abstract] | ||
Future service | $ 22,112 | $ 25,222 |
Estimated potential penalties and holdbacks | 6,007 | 9,023 |
Deferred revenue | $ 28,119 | $ 34,245 |
Other Accrued Expenses and Cu96
Other Accrued Expenses and Current Liabilities - Other Accrued Expenses and Current Liabilities (Detail) - USD ($) $ in Thousands | Dec. 31, 2015 | Dec. 31, 2014 |
Derivatives, Fair Value [Line Items] | ||
Accrued legal and professional fees | $ 3,079 | $ 4,508 |
Accrued rent | 1,812 | 640 |
Accrued roadside assistance claim costs | 1,405 | 1,878 |
Accrued telephone charges | 1,381 | 1,068 |
Accrued utilities | 1,097 | 1,329 |
Accrued equipment and software | 935 | 2,196 |
Customer deposits | 714 | 793 |
Accrued restructuring (Note 3) | 631 | 630 |
Other | 9,587 | 7,913 |
Total | 21,476 | 22,216 |
Other Accrued Expenses and Current Liabilities [Member] | ||
Derivatives, Fair Value [Line Items] | ||
Foreign currency forward and option contracts (Note 10) | 835 | 1,261 |
Accrued restructuring (Note 3) | $ 631 | $ 630 |
Deferred Grants - Schedule of D
Deferred Grants - Schedule of Deferred Grants (Detail) - USD ($) $ in Thousands | Dec. 31, 2015 | Dec. 31, 2014 |
Deferred Revenue Arrangement [Line Items] | ||
Total deferred grants | $ 5,039 | $ 5,317 |
Less: Property grants - short-term | 0 | 0 |
Less: Lease grants - short-term | (80) | |
Less: Employment grants - short-term | (149) | (207) |
Total long-term deferred grants | 4,810 | 5,110 |
Total deferred grants | 5,039 | 5,317 |
Other Long-Term Liabilities [Member] | ||
Deferred Revenue Arrangement [Line Items] | ||
Property grants | 4,377 | 5,110 |
Lease grants | 513 | |
Other Accrued Expenses and Current Liabilities [Member] | ||
Deferred Revenue Arrangement [Line Items] | ||
Employment grants | $ 149 | $ 207 |
Borrowings - Additional Informa
Borrowings - Additional Information (Detail) - USD ($) | 1 Months Ended | 12 Months Ended | ||
May. 31, 2015 | Dec. 31, 2015 | May. 12, 2015 | May. 03, 2012 | |
2015 Credit Agreement [Member] | ||||
Line of Credit Facility [Line Items] | ||||
Maximum borrowing capacity | $ 440,000,000 | |||
Line of credit facility, expiration date | May 12, 2020 | |||
Varying installments due | $ 0 | |||
Credit agreement interest rate description | Borrowings under the 2015 Credit Agreement will bear interest at either LIBOR or the base rate plus, in each case, an applicable margin based on the Company’s leverage ratio. The applicable interest rate will be determined quarterly based on the Company’s leverage ratio at such time. The base rate is a rate per annum equal to the greatest of (i) the rate of interest established by KeyBank, from time to time, as its “prime rate”; (ii) the Federal Funds effective rate in effect from time to time, plus 1/2 of 1% per annum; and (iii) the then-applicable LIBOR rate for one month interest periods, plus 1.00%. Swingline loans will bear interest only at the base rate plus the base rate margin. | |||
Fixed component added to federal fund effective rate to compute base rate | 0.50% | |||
Fixed component added to LIBOR to compute base rate | 1.00% | |||
Commitment fee | 0.125% | |||
Credit agreement customary fees description | The Company is required to pay certain customary fees, including a commitment fee of 0.125%, which is due quarterly in arrears and calculated on the average unused amount of the 2015 Credit Agreement. | |||
Underwriting fee for credit agreement | $ 900,000 | |||
2015 Credit Agreement [Member] | Non-Voting Capital Stock Direct Foreign Subsidiaries [Member] | ||||
Line of Credit Facility [Line Items] | ||||
Percentage of capital stock pledged under credit agreement | 100.00% | |||
2015 Credit Agreement [Member] | Voting Capital Stock Direct Foreign Subsidiaries [Member] | ||||
Line of Credit Facility [Line Items] | ||||
Percentage of capital stock pledged under credit agreement | 65.00% | |||
2012 Credit Agreement [Member] | ||||
Line of Credit Facility [Line Items] | ||||
Maximum borrowing capacity | $ 245,000,000 | |||
Underwriting fee for credit agreement | $ 400,000 | |||
Deferred loan fees expensed | $ 100,000 | |||
2015 Credit Agreement Alternate-Currency Sub-Facility [Member] | ||||
Line of Credit Facility [Line Items] | ||||
Maximum borrowing capacity | 200,000,000 | |||
2015 Credit Agreement Swingline Sub-Facility [Member] | ||||
Line of Credit Facility [Line Items] | ||||
Maximum borrowing capacity | 10,000,000 | |||
2015 Credit Agreement Letter of Credit Sub-Facility [Member] | ||||
Line of Credit Facility [Line Items] | ||||
Maximum borrowing capacity | $ 35,000,000 |
Borrowings - Components of Borr
Borrowings - Components of Borrowings (Detail) - USD ($) $ in Thousands | Dec. 31, 2015 | Dec. 31, 2014 |
Line of Credit Facility [Line Items] | ||
Total long-term debt | $ 70,000 | $ 75,000 |
Revolving Credit Facility [Member] | ||
Line of Credit Facility [Line Items] | ||
Revolving credit facility | 70,000 | 75,000 |
Less: Current portion | 0 | 0 |
Total long-term debt | $ 70,000 | $ 75,000 |
Borrowings - Information Relate
Borrowings - Information Related to Credit Agreements (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Line of Credit Facility [Abstract] | |||
Average daily utilization of borrowings | $ 69,964 | $ 85,874 | $ 102,512 |
Interest expense including commitment fees, excluding amortization of deferred loan fees | $ 1,307 | $ 1,425 | $ 1,765 |
Weighted average interest rate | 1.90% | 1.70% | 1.70% |
Accumulated Other Comprehens101
Accumulated Other Comprehensive Income (Loss) - Components of Accumulated Other Comprehensive Income (Loss) (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Accumulated Other Comprehensive Income (Loss) [Line Items] | |||
Beginning balance, accumulated other comprehensive income (loss) | $ (20,561) | $ 7,997 | $ 14,856 |
Pre-tax amount | (29,260) | (31,366) | (8,152) |
Tax (provision) benefit | (2,177) | (2,345) | 1,067 |
Reclassification of (gain) loss to net income | (1,664) | 5,153 | 226 |
Ending balance, accumulated other comprehensive income (loss) | (53,662) | (20,561) | 7,997 |
Foreign Currency Translation Gain (Loss) [Member] | |||
Accumulated Other Comprehensive Income (Loss) [Line Items] | |||
Beginning balance, accumulated other comprehensive income (loss) | (22,076) | 12,751 | 16,083 |
Pre-tax amount | (37,178) | (34,947) | (3,465) |
Reclassification of (gain) loss to net income | 647 | ||
Foreign currency translation | 6 | 120 | 133 |
Ending balance, accumulated other comprehensive income (loss) | (58,601) | (22,076) | 12,751 |
Unrealized Gain (Loss) on Net Investment Hedges [Member] | |||
Accumulated Other Comprehensive Income (Loss) [Line Items] | |||
Beginning balance, accumulated other comprehensive income (loss) | 276 | (3,683) | (2,565) |
Pre-tax amount | 6,101 | 6,344 | (1,720) |
Tax (provision) benefit | (2,207) | (2,385) | 602 |
Ending balance, accumulated other comprehensive income (loss) | 4,170 | 276 | (3,683) |
Unrealized Actuarial Gain (Loss) Related to Pension Liability [Member] | |||
Accumulated Other Comprehensive Income (Loss) [Line Items] | |||
Beginning balance, accumulated other comprehensive income (loss) | 1,008 | 1,150 | 1,413 |
Pre-tax amount | 121 | (50) | (136) |
Tax (provision) benefit | (2) | 57 | 16 |
Reclassification of (gain) loss to net income | (53) | (35) | (41) |
Foreign currency translation | (45) | (114) | (102) |
Ending balance, accumulated other comprehensive income (loss) | 1,029 | 1,008 | 1,150 |
Unrealized Gain (Loss) on Cash Flow Hedging Instruments [Member] | |||
Accumulated Other Comprehensive Income (Loss) [Line Items] | |||
Beginning balance, accumulated other comprehensive income (loss) | (111) | (2,535) | (570) |
Pre-tax amount | 1,708 | (2,790) | (2,704) |
Tax (provision) benefit | 32 | (17) | 449 |
Reclassification of (gain) loss to net income | (2,195) | 5,237 | 321 |
Foreign currency translation | 39 | (6) | (31) |
Ending balance, accumulated other comprehensive income (loss) | (527) | (111) | (2,535) |
Unrealized Gain (Loss) on Post Retirement Obligation [Member] | |||
Accumulated Other Comprehensive Income (Loss) [Line Items] | |||
Beginning balance, accumulated other comprehensive income (loss) | 342 | 314 | 495 |
Pre-tax amount | (12) | 77 | (127) |
Reclassification of (gain) loss to net income | (63) | (49) | (54) |
Ending balance, accumulated other comprehensive income (loss) | $ 267 | $ 342 | $ 314 |
Accumulated Other Comprehens102
Accumulated Other Comprehensive Income (Loss) - Amounts Reclassified to Net Income from Accumulated Other Comprehensive Income (Loss) (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Reclassification Adjustment out of Accumulated Other Comprehensive Income [Line Items] | |||
Pre-tax amount | $ 89,983 | $ 77,159 | $ 51,325 |
Tax (provision) benefit | 21,386 | 19,368 | 14,065 |
Reclassification of gain (loss) to net income | 68,597 | 57,791 | 37,260 |
Reclassification out of Accumulated Other Comprehensive Income [Member] | |||
Reclassification Adjustment out of Accumulated Other Comprehensive Income [Line Items] | |||
Reclassification of gain (loss) to net income | 1,664 | (5,153) | (226) |
Reclassification out of Accumulated Other Comprehensive Income [Member] | Foreign Currency Translation Gain (Loss) [Member] | |||
Reclassification Adjustment out of Accumulated Other Comprehensive Income [Line Items] | |||
Reclassification of gain (loss) to net income | (647) | ||
Reclassification out of Accumulated Other Comprehensive Income [Member] | Actuarial Gain (Loss) Related to Pension Liability [Member] | |||
Reclassification Adjustment out of Accumulated Other Comprehensive Income [Line Items] | |||
Tax (provision) benefit | 12 | (15) | (19) |
Reclassification of gain (loss) to net income | 53 | 35 | 41 |
Reclassification out of Accumulated Other Comprehensive Income [Member] | Gain (Loss) on Cash Flow Hedging Instruments [Member] | |||
Reclassification Adjustment out of Accumulated Other Comprehensive Income [Line Items] | |||
Tax (provision) benefit | 45 | 105 | 226 |
Reclassification of gain (loss) to net income | 2,195 | (5,237) | (321) |
Reclassification out of Accumulated Other Comprehensive Income [Member] | Gain (Loss) on Post Retirement Obligation [Member] | |||
Reclassification Adjustment out of Accumulated Other Comprehensive Income [Line Items] | |||
Reclassification of gain (loss) to net income | 63 | 49 | 54 |
Reclassification out of Accumulated Other Comprehensive Income [Member] | Other Income (Expense) [Member] | Foreign Currency Translation Gain (Loss) [Member] | |||
Reclassification Adjustment out of Accumulated Other Comprehensive Income [Line Items] | |||
Pre-tax amount | (647) | ||
Reclassification out of Accumulated Other Comprehensive Income [Member] | Direct Salaries and Related Costs [Member] | Actuarial Gain (Loss) Related to Pension Liability [Member] | |||
Reclassification Adjustment out of Accumulated Other Comprehensive Income [Line Items] | |||
Pre-tax amount | 41 | 50 | 60 |
Reclassification out of Accumulated Other Comprehensive Income [Member] | Revenues [Member] | Gain (Loss) on Cash Flow Hedging Instruments [Member] | |||
Reclassification Adjustment out of Accumulated Other Comprehensive Income [Line Items] | |||
Pre-tax amount | 2,150 | (5,342) | (547) |
Reclassification out of Accumulated Other Comprehensive Income [Member] | General and Administrative [Member] | Gain (Loss) on Post Retirement Obligation [Member] | |||
Reclassification Adjustment out of Accumulated Other Comprehensive Income [Line Items] | |||
Pre-tax amount | $ 63 | $ 49 | $ 54 |
Income Taxes - Income from Cont
Income Taxes - Income from Continuing Operations before Income Taxes (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Income Tax Disclosure [Abstract] | |||
Domestic (U.S., state and local) | $ 41,178 | $ 28,563 | $ 5,544 |
Foreign | 48,805 | 48,596 | 45,781 |
Income before income taxes | $ 89,983 | $ 77,159 | $ 51,325 |
Income Taxes - Significant Comp
Income Taxes - Significant Components of Income Tax Provision (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Current: | |||
U.S. federal | $ 7,374 | $ 2,579 | $ 881 |
State and local | 1,051 | 542 | 82 |
Foreign | 10,446 | 11,382 | 13,464 |
Total current provision for income taxes | 18,871 | 14,503 | 14,427 |
Deferred: | |||
U.S. federal | 3,873 | 5,437 | 866 |
State and local | (1,227) | (446) | |
Foreign | (131) | (126) | (1,228) |
Total deferred provision (benefit) for income taxes | 2,515 | 4,865 | (362) |
Total provision for income taxes | $ 21,386 | $ 19,368 | $ 14,065 |
Income Taxes - Significant Port
Income Taxes - Significant Portions of Deferred Income Tax Provision (Benefit) Due to Temporary Differences (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Income Tax Disclosure [Abstract] | |||
Net operating loss and tax credit carryforwards | $ 3,564 | $ 19,335 | $ 8,029 |
Accrued expenses/liabilities | 2,856 | (4,505) | 954 |
Depreciation and amortization | (2,231) | (6,220) | (5,030) |
Valuation allowance | (1,958) | (3,706) | (1,887) |
Deferred statutory income | 266 | (29) | (2,425) |
Other | 18 | (10) | (3) |
Total deferred provision (benefit) for income taxes | $ 2,515 | $ 4,865 | $ (362) |
Income Taxes - Reconciliation o
Income Taxes - Reconciliation of Income Tax Provision (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Income Tax Disclosure [Abstract] | |||
Tax at U.S. federal statutory tax rate | $ 31,494 | $ 27,005 | $ 17,964 |
State income taxes, net of federal tax benefit | (177) | 934 | 82 |
Foreign rate differential | (14,030) | (13,164) | (9,319) |
Tax holidays | (4,031) | (2,749) | (4,686) |
Permanent differences | 11,737 | 10,170 | 9,051 |
Tax credits | (4,102) | (4,894) | (5,020) |
Foreign withholding and other taxes | 2,321 | 2,541 | 4,643 |
Change in valuation allowance, net of related adjustments | (631) | (7) | 1,354 |
Changes in uncertain tax positions | (1,858) | (468) | (4) |
Other | 663 | ||
Total provision for income taxes | $ 21,386 | $ 19,368 | $ 14,065 |
Income Taxes - Additional Infor
Income Taxes - Additional Information (Detail) - USD ($) | 12 Months Ended | |||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | Dec. 31, 2012 | |
Income Tax [Line Items] | ||||
Withholding taxes related to offshore cash movements | $ 1,700,000 | $ 1,800,000 | $ 4,100,000 | |
Undistributed earnings of foreign subsidiaries | $ 399,000,000 | |||
Income tax holiday expiration dates | 2016 through 2028 | |||
Decrease in the amount of the provision for income taxes due to tax holidays | $ 4,031,000 | $ 2,749,000 | $ 4,686,000 | |
Decrease in the amount per diluted share of the provision for income taxes due to tax holidays | $ 0.09 | $ 0.06 | $ 0.11 | |
Income tax loss carryforwards, total | $ 153,500,000 | |||
Unrecognized tax benefits | 8,116,000 | $ 13,285,000 | $ 14,991,000 | $ 16,897,000 |
Unrecognized tax benefits that would impact effective tax rate | 8,100,000 | 13,300,000 | ||
Decreases due to lapse in applicable statute of limitations | 2,206,000 | 390,000 | ||
Accrued interest and penalties related to unrecognized tax benefits | 10,400,000 | 10,100,000 | ||
Interest and penalties recognized in the accompanying Consolidated Statement of Operations | 300,000 | (500,000) | $ 400,000 | |
Amount of mandatory security deposit paid related to Notice of Objection | 13,418,000 | 15,906,000 | ||
Deferred Charges and Other Assets [Member] | ||||
Income Tax [Line Items] | ||||
Unrecognized tax benefits | 2,700,000 | |||
Long-Term Income Tax Liabilities [Member] | ||||
Income Tax [Line Items] | ||||
Unrecognized tax benefits | 8,100,000 | 10,600,000 | ||
Foreign Operations [Member] | ||||
Income Tax [Line Items] | ||||
Income tax loss carryforwards, total | 113,600,000 | |||
Operating loss carryforwards not recognized | 104,000,000 | |||
Foreign Operations [Member] | Varying Expiration Dates [Member] | ||||
Income Tax [Line Items] | ||||
Income tax loss carryforwards, total | $ 19,200,000 | |||
Tax credit carryforward expiration date | Dec. 31, 2036 | |||
Foreign Operations [Member] | Indefinite Expiration Date [Member] | ||||
Income Tax [Line Items] | ||||
Income tax loss carryforwards, total | $ 94,400,000 | |||
U.S. State Operations [Member] | ||||
Income Tax [Line Items] | ||||
Income tax loss carryforwards, total | 39,900,000 | |||
Benefit recognized from operating loss carryforward | 0 | |||
Operating loss carryforwards not recognized | 14,000,000 | |||
Statutory Penalties [Member] | ||||
Income Tax [Line Items] | ||||
Accrued interest and penalties related to unrecognized tax benefits | $ 3,400,000 | $ 3,300,000 |
Income Taxes - Schedule of Defe
Income Taxes - Schedule of Deferred Tax Assets and Liabilities Classifications (Detail) - USD ($) $ in Thousands | Dec. 31, 2015 | Dec. 31, 2014 |
Deferred tax assets: | ||
Net operating loss and tax credit carryforwards | $ 32,328 | $ 35,400 |
Valuation allowance | (30,065) | (34,146) |
Accrued expenses | 24,276 | 25,694 |
Deferred revenue | 3,193 | 3,757 |
Depreciation and amortization | 953 | 835 |
Other | 54 | |
Deferred tax assets, total | 30,739 | 31,540 |
Deferred tax liabilities: | ||
Depreciation and amortization | (19,826) | (20,172) |
Deferred statutory income | (579) | (772) |
Accrued liabilities | (1,104) | (141) |
Other | (119) | (1) |
Deferred tax liabilities, total | (21,628) | (21,086) |
Net deferred tax assets | $ 9,111 | $ 10,454 |
Income Taxes - Significant P109
Income Taxes - Significant Portions of Deferred Tax Assets and Liabilities Due to Temporary Differences (Detail) - USD ($) $ in Thousands | Dec. 31, 2015 | Dec. 31, 2014 |
Classified as follows: | ||
Other current assets (Note 9) | $ 12,009 | $ 13,703 |
Deferred charges and other assets (Note 13) | 1,899 | 1,681 |
Current deferred income tax liabilities | (1,120) | (144) |
Other long-term liabilities | (3,677) | (4,786) |
Net deferred tax assets | $ 9,111 | $ 10,454 |
Income Taxes - Reconciliatio110
Income Taxes - Reconciliation of Amounts of Unrecognized Net Tax Benefits (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Income Tax Disclosure [Abstract] | |||
Gross unrecognized tax benefits as of January 1, | $ 13,285 | $ 14,991 | $ 16,897 |
Decreases due to lapse in applicable statute of limitations | (2,206) | (390) | |
Foreign currency translation increases (decreases) | (2,963) | (1,706) | (1,516) |
Gross unrecognized tax benefits as of December 31, | $ 8,116 | $ 13,285 | $ 14,991 |
Income Taxes - Summary of Signi
Income Taxes - Summary of Significant Tax Jurisdictions Currently under Audit (Detail) | 12 Months Ended |
Dec. 31, 2015 | |
Canada [Member] | |
Income Tax Examination [Line Items] | |
Significant tax jurisdictions currently under audit | 2003 to 2009 |
Income Taxes - Summary of Tax J
Income Taxes - Summary of Tax Jurisdictions and Open Tax Years (Detail) | 12 Months Ended |
Dec. 31, 2015 | |
Canada [Member] | |
Income Tax Examination [Line Items] | |
Open tax years by major tax jurisdiction | 2003 to present |
United States [Member] | |
Income Tax Examination [Line Items] | |
Open tax years by major tax jurisdiction | 2012 to present |
Earnings Per Share - Numbers of
Earnings Per Share - Numbers of Shares Used in Earnings Per Share Computation (Detail) - shares shares in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Basic: | |||
Weighted average common shares outstanding | 41,899 | 42,609 | 42,877 |
Diluted: | |||
Dilutive effect of stock appreciation rights, restricted stock, restricted stock units and shares held in a rabbi trust | 548 | 205 | 48 |
Total weighted average diluted shares outstanding | 42,447 | 42,814 | 42,925 |
Anti-dilutive shares excluded from the diluted earnings per share calculation | 20 | 37 | 42 |
Earnings Per Share - Additional
Earnings Per Share - Additional Information (Detail) - shares | 12 Months Ended | |||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | Aug. 18, 2011 | |
Equity, Class of Treasury Stock [Line Items] | ||||
Total Number of Shares Repurchased | 860,000 | 630,000 | 341,000 | |
2011 Share Repurchase Program [Member] | ||||
Equity, Class of Treasury Stock [Line Items] | ||||
Maximum amount of shares authorized for repurchase | 5,000,000 | |||
Total Number of Shares Repurchased | 4,900,000 |
Earnings Per Share - Shares Rep
Earnings Per Share - Shares Repurchased (Detail) - USD ($) $ / shares in Units, shares in Thousands, $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Schedule Of Shares Repurchased [Line Items] | |||
Total Number of Shares Repurchased | 860 | 630 | 341 |
Total Cost of Shares Repurchased | $ 20,879 | $ 12,581 | $ 5,479 |
Minimum [Member] | |||
Schedule Of Shares Repurchased [Line Items] | |||
Range of Prices Paid Per Share | $ 22.81 | $ 19.80 | $ 15.61 |
Maximum [Member] | |||
Schedule Of Shares Repurchased [Line Items] | |||
Range of Prices Paid Per Share | $ 25 | $ 20 | $ 16.99 |
Commitments and Loss Conting116
Commitments and Loss Contingency - Rental Expense under Operating Leases (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Commitments and Contingencies Disclosure [Abstract] | |||
Rental expense | $ 47,208 | $ 44,916 | $ 47,365 |
Commitments and Loss Conting117
Commitments and Loss Contingency - Schedule of Future Minimum Rental Payments under Operating Leases (Detail) $ in Thousands | Dec. 31, 2015USD ($) |
Operating Leases, Future Minimum Payments Due, Fiscal Year Maturity [Abstract] | |
2,016 | $ 38,318 |
2,017 | 33,923 |
2,018 | 27,641 |
2,019 | 22,480 |
2,020 | 16,423 |
2021 and thereafter | 30,973 |
Total minimum payments required | $ 169,758 |
Commitments and Loss Conting118
Commitments and Loss Contingency - Additional Information (Detail) $ in Millions | 12 Months Ended |
Dec. 31, 2015USD ($) | |
Qelp [Member] | |
Long-term Purchase Commitment [Line Items] | |
Expected future value of contingent consideration | $ 9.1 |
Contingent consideration expected payment period | 3 years |
Minimum [Member] | |
Long-term Purchase Commitment [Line Items] | |
Term of agreements with third party vendors | 1 year |
Maximum [Member] | |
Long-term Purchase Commitment [Line Items] | |
Term of agreements with third party vendors | 5 years |
Commitments and Loss Conting119
Commitments and Loss Contingency - Schedule of Future Minimum Purchases Remaining under Agreements (Detail) $ in Thousands | Dec. 31, 2015USD ($) |
Unrecorded Unconditional Purchase Obligation, Fiscal Year Maturity [Abstract] | |
2,016 | $ 41,806 |
2,017 | 15,975 |
2,018 | 1,718 |
2,019 | 1,477 |
2,020 | 857 |
2021 and thereafter | 470 |
Total minimum payments required | $ 62,303 |
Defined Benefit Pension Plan120
Defined Benefit Pension Plan and Postretirement Benefits - Additional Information (Detail) | 12 Months Ended |
Dec. 31, 2015USD ($) | |
Pension Plans, Postretirement and Other Employee Benefits [Line Items] | |
Company's maximum expected cash contributions to the Pension Plans in the next fiscal year | $ 0 |
Maximum expected actuarial gain to be recognize as a component of periodic benefit cost next fiscal year | $ 100,000 |
Percentage of employer's contribution based on participants contribution | 50.00% |
Maximum [Member] | |
Pension Plans, Postretirement and Other Employee Benefits [Line Items] | |
Percentage of employer's contribution based on participants compensation | 2.00% |
Defined Benefit Pension Plan121
Defined Benefit Pension Plan and Postretirement Benefits - Reconciliation of Change in Benefit Obligation (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Pension and Other Postretirement Benefit Plans, Accumulated Other Comprehensive Income (Loss), before Tax [Abstract] | |||
Beginning benefit obligation | $ 3,100 | $ 2,481 | |
Service cost | 433 | 387 | $ 392 |
Interest cost | 135 | 104 | 137 |
Actuarial (gains) losses | (121) | 50 | |
Effect of foreign currency translation | (138) | 78 | |
Ending benefit obligation | 3,409 | 3,100 | $ 2,481 |
Unfunded status | (3,409) | (3,100) | |
Net amount recognized | $ (3,409) | $ (3,100) |
Defined Benefit Pension Plan122
Defined Benefit Pension Plan and Postretirement Benefits - Benefit Obligations and Net Periodic Benefit Cost for Pension Plans (Detail) | Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 |
Defined Benefit Plan Disclosure [Line Items] | |||
Rate of compensation increase | 2.00% | 2.00% | 2.00% |
Minimum [Member] | |||
Defined Benefit Plan Disclosure [Line Items] | |||
Discount rate | 5.00% | 4.50% | 4.30% |
Maximum [Member] | |||
Defined Benefit Plan Disclosure [Line Items] | |||
Discount rate | 5.40% | 4.90% | 5.20% |
Defined Benefit Pension Plan123
Defined Benefit Pension Plan and Postretirement Benefits - Net Periodic Benefit Cost and Other Accumulated Comprehensive Income for Pension Plans (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Pension and Other Postretirement Benefit Plans, Accumulated Other Comprehensive Income (Loss), before Tax [Abstract] | |||
Service cost | $ 433 | $ 387 | $ 392 |
Interest cost | 135 | 104 | 137 |
Recognized actuarial (gains) | (41) | (50) | (60) |
Net periodic benefit cost | 527 | 441 | 469 |
Unrealized net actuarial (gains), net of tax | (1,029) | (1,008) | (1,150) |
Total amount recognized in net periodic benefit cost and other accumulated comprehensive income (loss) | $ (502) | $ (567) | $ (681) |
Defined Benefit Pension Plan124
Defined Benefit Pension Plan and Postretirement Benefits - Estimated Future Benefit Payments for Expected Future Service (Detail) $ in Thousands | Dec. 31, 2015USD ($) |
Defined Benefit Plan, Expected Future Benefit Payments, Fiscal Year Maturity [Abstract] | |
2,016 | $ 143 |
2,017 | 69 |
2,018 | 45 |
2,019 | 253 |
2,020 | 157 |
2021 - 2025 | $ 964 |
Defined Benefit Pension Plan125
Defined Benefit Pension Plan and Postretirement Benefits - Company's Contributions to Employee Retirement Savings Plans (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Compensation and Retirement Disclosure [Abstract] | |||
401(k) plan contributions | $ 832 | $ 870 | $ 895 |
Defined Benefit Pension Plan126
Defined Benefit Pension Plan and Postretirement Benefits - Post-Retirement Benefit Obligation and Unrealized Gain (Losses) (Detail) - USD ($) $ in Thousands | Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 |
Defined Benefit Plan Disclosure [Line Items] | |||
Postretirement benefit obligation | $ 3,409 | $ 3,100 | $ 2,481 |
Split-Dollar Life Insurance Arrangement [Member] | |||
Defined Benefit Plan Disclosure [Line Items] | |||
Postretirement benefit obligation | 37 | 46 | |
Unrealized gains (losses) in AOCI | $ 267 | $ 342 |
Stock-Based Compensation - Stoc
Stock-Based Compensation - Stock-Based Compensation Expense, Income Tax Benefits Related to Stock-Based Compensation and Excess Tax Benefits (Provision) Recorded by Company (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||
Excess tax benefit (deficiency) from stock-based compensation | $ 422 | $ (82) | $ (187) |
General and Administrative [Member] | |||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||
Stock-based compensation (expense) | (8,749) | (6,381) | (4,873) |
Income Taxes [Member] | |||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||
Income tax benefit | 3,281 | 2,233 | 1,706 |
Additional Paid-in Capital [Member] | |||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||
Excess tax benefit (deficiency) from stock-based compensation | $ 422 | $ (82) | $ (187) |
Stock-Based Compensation - Addi
Stock-Based Compensation - Additional Information (Detail) - USD ($) | 12 Months Ended | 36 Months Ended | |||
Dec. 31, 2015 | May. 16, 2012 | May. 18, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||
Capitalized stock-based compensation costs | $ 0 | $ 0 | $ 0 | ||
2011 Equity Incentive Plan [Member] | |||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||
Number of shares of common stock available under the 2011 plan | 4,000,000 | ||||
2011 Equity Incentive Plan [Member] | Stock Appreciation Rights (SARs) [Member] | |||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||
Share-based Compensation Arrangement by Share-based Payment Award, Expiration Period | 10 years | ||||
Share-based compensation vesting period | One-third on each of the first three anniversaries of the date of grant | ||||
Weighted average period | 1 year 3 months 18 days | ||||
Total unrecognized compensation cost | $ 2,000,000 | ||||
2011 Equity Incentive Plan [Member] | Restricted Shares and Restricted Stock Units (RSU's) [Member] | |||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||
Share-based compensation vesting period | One-third on each of the first three anniversaries of the date of grant | ||||
Weighted average period | 1 year 8 months 12 days | ||||
Total unrecognized compensation cost | $ 14,600,000 | ||||
2011 Equity Incentive Plan [Member] | Restricted Shares and Restricted Stock Units (RSU's) [Member] | Minimum [Member] | |||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||
Range of vesting possibilities | 0.00% | ||||
2011 Equity Incentive Plan [Member] | Restricted Shares and Restricted Stock Units (RSU's) [Member] | Maximum [Member] | |||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||
Range of vesting possibilities | 100.00% | ||||
Non-Employee Director Fee Plan [Member] | Common Stock Awards [Member] | |||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||
Plan expiration date | May 31, 2014 | ||||
Weighted average period | 3 months 18 days | ||||
Total unrecognized compensation cost | $ 200,000 | ||||
Value of initial granted shares of common stock to new non employee director | $ 60,000 | ||||
Vesting period of initial granted shares of common stock to new non employee director | Twelve equal quarterly installments, one-twelfth on the date of grant and an additional one-twelfth on each successive third monthly anniversary of the date of grant | ||||
Value of Annual Retainer to Non-Employee Director | $ 95,000 | $ 125,000 | |||
Annual Retainer payable in cash to Non Employee Director | $ 55,000 | $ 50,000 | 50,000 | ||
Amended vesting period of cash Annual retainer to non-employee chairman and committee members | Vested in four equal quarterly installments, one-fourth on the day following the annual meeting of shareholders, and an additional one-fourth on each successive third monthly anniversary of the date of grant | ||||
Vesting period of annual granted shares of common stock to non-employee director | Vests in eight equal quarterly installments, one-eighth on the day following the annual meeting of shareholders, and an additional one-eighth on each successive third monthly anniversary of the date of grant | ||||
Increased stock component of annual retainer | $ 25,000 | $ 30,000 | |||
Vesting period for the annual equity award | 2 years | 1 year | |||
Amended vesting period of annual granted shares of common stock to non-employee director | Four equal quarterly installments, one-fourth on the date of grant and an additional one-fourth on each successive third monthly anniversary of the date of grant | ||||
Additional annual cash award to be given to any non employee chairman of board | $ 100,000 | ||||
Additional annual cash award to be given to Chairperson of the audit committee | 20,000 | ||||
Additional annual cash award to be given to audit committee members | 10,000 | ||||
Annual cash awards for the Chairpersons of the Compensation Committee, Finance Committee and Nominating and Corporate Governance Committee | 12,500 | ||||
Annual cash awards for the members of the Compensation Committee, Finance Committee and Nominating and Corporate Governance Committee | 7,500 | ||||
Increased additional annual cash award to Chairperson of Compensation Committee | 15,000 | ||||
Annual Retainer payable in stock to Non Employee Director | 100,000 | ||||
Increased cash component of annual retainer | $ 5,000 | ||||
Deferred Compensation Plan [Member] | Common Stock Awards [Member] | |||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||
Weighted average period | 2 years | ||||
Total unrecognized compensation cost | $ 100,000 | ||||
Percentage of contribution in respect of amounts deferred by certain senior management participants | 50.00% | ||||
Vesting period of matching contributions and associated earnings | 7 years | ||||
Deferred Compensation Plan [Member] | Common Stock Awards [Member] | Treasury Stock [Member] | |||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||
Common stock match associated with the deferred compensation plan carrying value | $ 1,600,000 | 1,500,000 | |||
Deferred Compensation Plan [Member] | Common Stock Awards [Member] | President, Chief Executive Officer and Executive Vice Presidents [Member] | Maximum [Member] | |||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||
Amounts deferred by certain senior management personnel | 12,000 | ||||
Deferred Compensation Plan [Member] | Common Stock Awards [Member] | Senior Vice President, Global Vice Presidents and Vice Presidents [Member] | Maximum [Member] | |||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||
Amounts deferred by certain senior management personnel | 7,500 | ||||
Deferred Compensation Plan [Member] | Accrued employee compensation and benefits | |||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||
Accrued employee compensation and benefits | $ 7,900,000 | $ 7,000,000 | |||
2001 Equity Incentive Plan [Member] | |||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||
Plan expiration date | Mar. 14, 2011 |
Stock-Based Compensation - Summ
Stock-Based Compensation - Summary of Assumptions Used to Estimate Fair Value (Detail) - Stock Appreciation Rights (SARs) [Member] - 2011 Equity Incentive Plan [Member] | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||
Expected volatility | 34.10% | 38.90% | 45.20% |
Weighted-average volatility | 34.10% | 38.90% | 45.20% |
Expected dividend rate | 0.00% | 0.00% | 0.00% |
Expected term (in years) | 5 years | 5 years | 5 years |
Risk-free rate | 1.60% | 1.70% | 0.80% |
Stock-Based Compensation - S130
Stock-Based Compensation - Summary of Stock Appreciation Rights Activity (Detail) - Stock Appreciation Rights (SARs) [Member] - 2011 Equity Incentive Plan [Member] - USD ($) $ / shares in Units, shares in Thousands, $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||
Outstanding Shares, beginning balance | 959 | ||
Granted, Shares | 217 | 246 | 318 |
Exercised, Shares | (695) | ||
Forfeited or expired, Shares | 0 | ||
Outstanding Shares, ending balance | 481 | 959 | |
Vested or expected to vest, Shares | 481 | ||
Exercisable, Shares | 57 | ||
Outstanding, Weighted Average Exercise Price, beginning balance | $ 0 | ||
Granted, Weighted Average Exercise Price | 0 | ||
Exercised, Weighted Average Exercise Price | 0 | ||
Forfeited or expired, Weighted Average Exercise Price | 0 | ||
Outstanding, Weighted Average Exercise Price, ending balance | 0 | $ 0 | |
Vested or expected to vest, Weighted Average Exercise Price | 0 | ||
Exercisable, Weighted Average Exercise Price | $ 0 | ||
Outstanding, Weighted Average Remaining Contractual Term | 8 years 1 month 6 days | ||
Vested or expected to vest, Weighted Average Remaining Contractual Term | 8 years 1 month 6 days | ||
Exercisable, Weighted Average Remaining Contractual Term | 4 years 8 months 12 days | ||
Outstanding, Aggregate Intrinsic Value | $ 4,366 | ||
Vested or expected to vest, Aggregate Intrinsic Value | 4,366 | ||
Exercisable, Aggregate Intrinsic Value | $ 508 |
Stock-Based Compensation - Weig
Stock-Based Compensation - Weighted Average Grant Date of SARs Granted and Total Intrinsic Value of SARs Exercised (Detail) - Stock Appreciation Rights (SARs) [Member] - 2011 Equity Incentive Plan [Member] - USD ($) $ / shares in Units, shares in Thousands, $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||
Granted, Shares | 217 | 246 | 318 |
Weighted average grant-date fair value per SAR | $ 8.17 | $ 7.20 | $ 6.08 |
Intrinsic value of SARs exercised | $ 5,957 | $ 391 | $ 488 |
Fair value of vested | $ 1,302 | $ 1,553 | $ 1,298 |
Stock-Based Compensation - S132
Stock-Based Compensation - Summary of Nonvested Stock Appreciation Rights (Detail) - Stock Appreciation Rights (SARs) [Member] - 2011 Equity Incentive Plan [Member] - $ / shares shares in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||
Nonvested Shares, beginning balance | 411 | ||
Granted, Shares | 217 | 246 | 318 |
Vested, Shares | (204) | ||
Forfeited, Shares | 0 | ||
Nonvested Shares, ending balance | 424 | 411 | |
Nonvested, Weighted Average Grant-Date Fair Value, beginning balance | $ 6.61 | ||
Granted, Weighted Average Grant-Date Fair Value | 8.17 | $ 7.20 | $ 6.08 |
Vested, Weighted Average Grant-Date Fair Value | 6.41 | ||
Forfeited or expired, Weighted Average Grant-Date Fair Value | 0 | ||
Nonvested, Weighted Average Grant-Date Fair Value, ending balance | $ 7.50 | $ 6.61 |
Stock-Based Compensation - S133
Stock-Based Compensation - Summary of Nonvested Restricted Shares and Restricted Stock Units (Detail) - Restricted Shares and Restricted Stock Units (RSU's) [Member] - 2011 Equity Incentive Plan [Member] - $ / shares shares in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||
Nonvested Shares, beginning balance | 1,194 | ||
Granted, Shares | 441 | 500 | 706 |
Vested, Shares | (125) | ||
Forfeited, Shares | (264) | ||
Nonvested Shares, ending balance | 1,246 | 1,194 | |
Nonvested, Weighted Average Grant-Date Fair Value, beginning balance | $ 16.80 | ||
Granted, Weighted Average Grant-Date Fair Value | 25.06 | $ 19.77 | $ 15.25 |
Vested, Weighted Average Grant-Date Fair Value | 16.10 | ||
Forfeited or expired, Weighted Average Grant-Date Fair Value | 15.71 | ||
Nonvested, Weighted Average Grant-Date Fair Value, ending balance | $ 20.03 | $ 16.80 |
Stock-Based Compensation - S134
Stock-Based Compensation - Summary of Weighted Average Grant-Date Fair Value Granted and Total Fair Value of Restricted Shares and Restricted Stock Units Vested (Detail) - Restricted Shares and Restricted Stock Units (RSU's) [Member] - 2011 Equity Incentive Plan [Member] - USD ($) $ / shares in Units, shares in Thousands, $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||
Granted, Shares | 441 | 500 | 706 |
Weighted average grant-date fair value | $ 25.06 | $ 19.77 | $ 15.25 |
Fair value of vested | $ 2,019 | $ 895 | $ 366 |
Stock-Based Compensation - S135
Stock-Based Compensation - Summary of Nonvested Common Stock Units and Share Awards (Detail) - Common Stock Awards [Member] - Non-Employee Director Fee Plan [Member] - $ / shares shares in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||
Nonvested Shares, beginning balance | 12 | ||
Granted, Shares | 32 | 36 | 37 |
Vested, Shares | (33) | ||
Forfeited, Shares | 0 | ||
Nonvested Shares, ending balance | 11 | 12 | |
Nonvested, Weighted Average Grant-Date Fair Value, beginning balance | $ 20.24 | ||
Granted, Weighted Average Grant-Date Fair Value | 24.70 | $ 20.15 | $ 16.01 |
Vested, Weighted Average Grant-Date Fair Value | 23.43 | ||
Forfeited or expired, Weighted Average Grant-Date Fair Value | 0 | ||
Nonvested, Weighted Average Grant-Date Fair Value, ending balance | $ 23.74 | $ 20.24 |
Stock-Based Compensation - S136
Stock-Based Compensation - Summary of Weighted Average Grant-Date Fair Value of Common Stock Units and Share Awards Granted and Total Fair Value of Common Stock Units and Share Awards Vested (Detail) - Common Stock Awards [Member] - Non-Employee Director Fee Plan [Member] - USD ($) $ / shares in Units, shares in Thousands, $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||
Granted, Shares | 32 | 36 | 37 |
Weighted average grant-date fair value | $ 24.70 | $ 20.15 | $ 16.01 |
Fair value of vested | $ 790 | $ 630 | $ 669 |
Stock-Based Compensation - S137
Stock-Based Compensation - Summary of Nonvested Common Stock (Detail) - Common Stock Awards [Member] - Deferred Compensation Plan [Member] - $ / shares shares in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||
Nonvested Shares, beginning balance | 5 | ||
Granted, Shares | 8 | 10 | 13 |
Vested, Shares | (10) | ||
Forfeited, Shares | 0 | ||
Nonvested Shares, ending balance | 3 | 5 | |
Nonvested, Weighted Average Grant-Date Fair Value, beginning balance | $ 17.88 | ||
Granted, Weighted Average Grant-Date Fair Value | 25.06 | $ 20.54 | $ 16.76 |
Vested, Weighted Average Grant-Date Fair Value | 23.12 | ||
Forfeited or expired, Weighted Average Grant-Date Fair Value | 0 | ||
Nonvested, Weighted Average Grant-Date Fair Value, ending balance | $ 19.53 | $ 17.88 |
Stock-Based Compensation - S138
Stock-Based Compensation - Summary of Weighted Average Grant-Date Fair Value of Common Stock Awarded and Cash Used to Settle Company's Obligation under Deferred Compensation (Detail) - Common Stock Awards [Member] - Deferred Compensation Plan [Member] - USD ($) $ / shares in Units, shares in Thousands, $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||
Granted, Shares | 8 | 10 | 13 |
Weighted average grant-date fair value | $ 25.06 | $ 20.54 | $ 16.76 |
Fair value of vested | $ 244 | $ 212 | $ 257 |
Cash used to settle the obligation | $ 65 | $ 1,493 | $ 1,014 |
Segments and Geographic Info139
Segments and Geographic Information - Additional Information (Detail) | 12 Months Ended | ||
Dec. 31, 2015RegionSegment | Dec. 31, 2014 | Dec. 31, 2013 | |
Segment Reporting Information [Line Items] | |||
Number of operating regions | Region | 2 | ||
Number of reportable segments | Segment | 2 | ||
Percentage of consolidated revenue of top ten clients | 48.50% | 46.80% | 45.90% |
Minimum [Member] | AT&T Corporation [Member] | |||
Segment Reporting Information [Line Items] | |||
Contract expiration date | Jan. 1, 2016 | ||
Maximum [Member] | AT&T Corporation [Member] | |||
Segment Reporting Information [Line Items] | |||
Contract expiration date | Dec. 31, 2017 |
Segments and Geographic Info140
Segments and Geographic Information - Company's Reportable Segments (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Segment Reporting Information [Line Items] | |||
Revenues | $ 1,286,340 | $ 1,327,523 | $ 1,263,460 |
Percentage of revenues | 100.00% | 100.00% | 100.00% |
Depreciation, net | $ 43,752 | $ 45,363 | $ 42,084 |
Amortization of intangibles | 14,170 | 14,396 | 14,863 |
Income (loss) from operations | 94,264 | 79,555 | 53,527 |
Other (expense), net | (4,281) | (2,396) | (2,202) |
Income taxes | (21,386) | (19,368) | (14,065) |
Net income | 68,597 | 57,791 | 37,260 |
Total assets | 947,772 | 944,500 | 950,261 |
Operating Segments [Member] | Americas [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | $ 1,045,415 | $ 1,070,824 | $ 1,050,813 |
Percentage of revenues | 81.30% | 80.70% | 83.20% |
Depreciation, net | $ 37,842 | $ 40,557 | $ 37,818 |
Amortization of intangibles | 13,648 | 14,396 | 14,863 |
Income (loss) from operations | 135,443 | 113,549 | 94,006 |
Total assets | 1,058,467 | 1,080,010 | 1,097,788 |
Operating Segments [Member] | EMEA [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | $ 240,826 | $ 256,699 | $ 212,647 |
Percentage of revenues | 18.70% | 19.30% | 16.80% |
Depreciation, net | $ 4,559 | $ 4,806 | $ 4,266 |
Amortization of intangibles | 522 | ||
Income (loss) from operations | 15,336 | 16,208 | 6,052 |
Total assets | 1,419,578 | $ 1,373,590 | $ 1,409,185 |
Other Items [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | $ 99 | ||
Percentage of revenues | 0.00% | 0.00% | 0.00% |
Depreciation, net | $ 1,351 | ||
Income (loss) from operations | (56,515) | $ (50,202) | $ (46,531) |
Other (expense), net | (4,281) | (2,396) | (2,202) |
Income taxes | (21,386) | (19,368) | (14,065) |
Total assets | $ (1,530,273) | $ (1,509,100) | $ (1,556,712) |
Segments and Geographic Info141
Segments and Geographic Information - Revenues by Segment from Major Customers (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Revenue, Major Customer [Line Items] | |||
Amount | $ 1,286,340 | $ 1,327,523 | $ 1,263,460 |
AT&T Corporation [Member] | Customer Concentration Risk [Member] | |||
Revenue, Major Customer [Line Items] | |||
Amount | 220,452 | 216,126 | 166,401 |
AT&T Corporation [Member] | Customer Concentration Risk [Member] | Americas [Member] | |||
Revenue, Major Customer [Line Items] | |||
Amount | 217,449 | 212,607 | 162,888 |
AT&T Corporation [Member] | Customer Concentration Risk [Member] | EMEA [Member] | |||
Revenue, Major Customer [Line Items] | |||
Amount | $ 3,003 | $ 3,519 | $ 3,513 |
AT&T Corporation [Member] | Customer Concentration Risk [Member] | Sales Revenue, Net [Member] | |||
Revenue, Major Customer [Line Items] | |||
% of Revenues | 17.10% | 16.30% | 13.20% |
AT&T Corporation [Member] | Customer Concentration Risk [Member] | Sales Revenue, Net [Member] | Americas [Member] | |||
Revenue, Major Customer [Line Items] | |||
% of Revenues | 20.80% | 19.90% | 15.50% |
AT&T Corporation [Member] | Customer Concentration Risk [Member] | Sales Revenue, Net [Member] | EMEA [Member] | |||
Revenue, Major Customer [Line Items] | |||
% of Revenues | 1.20% | 1.40% | 1.70% |
Segments and Geographic Info142
Segments and Geographic Information - Total Revenue from Company's Next Largest Client (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Revenue, Major Customer [Line Items] | |||
Amount | $ 1,286,340 | $ 1,327,523 | $ 1,263,460 |
Customer Concentration Risk [Member] | Next Largest Client [Member] | |||
Revenue, Major Customer [Line Items] | |||
Amount | $ 62,980 | $ 70,255 | $ 73,226 |
Sales Revenue, Net [Member] | Customer Concentration Risk [Member] | Next Largest Client [Member] | |||
Revenue, Major Customer [Line Items] | |||
% of Revenues | 4.90% | 5.30% | 5.80% |
Americas [Member] | Customer Concentration Risk [Member] | Next Largest Client [Member] | |||
Revenue, Major Customer [Line Items] | |||
Amount | $ 62,980 | $ 70,255 | $ 73,226 |
Americas [Member] | Sales Revenue, Net [Member] | Customer Concentration Risk [Member] | Next Largest Client [Member] | |||
Revenue, Major Customer [Line Items] | |||
% of Revenues | 6.00% | 6.60% | 7.00% |
EMEA [Member] | Sales Revenue, Net [Member] | Customer Concentration Risk [Member] | Next Largest Client [Member] | |||
Revenue, Major Customer [Line Items] | |||
% of Revenues | 0.00% | 0.00% | 0.00% |
Segments and Geographic Info143
Segments and Geographic Information - Revenues by Segment from Major Customers Other than AT&T Corporation (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Revenue, Major Customer [Line Items] | |||
Amount | $ 1,286,340 | $ 1,327,523 | $ 1,263,460 |
Greater Than Ten Percent of Segment Revenue Other Than AT&T Corporation [Member] | Customer Concentration Risk [Member] | |||
Revenue, Major Customer [Line Items] | |||
Amount | 68,720 | 79,811 | 55,123 |
EMEA [Member] | Greater Than Ten Percent of Segment Revenue Other Than AT&T Corporation [Member] | Customer Concentration Risk [Member] | |||
Revenue, Major Customer [Line Items] | |||
Amount | $ 68,720 | $ 79,811 | $ 55,123 |
Sales Revenue, Net [Member] | Greater Than Ten Percent of Segment Revenue Other Than AT&T Corporation [Member] | Customer Concentration Risk [Member] | |||
Revenue, Major Customer [Line Items] | |||
% of Revenues | 5.30% | 6.00% | 4.40% |
Sales Revenue, Net [Member] | Americas [Member] | Greater Than Ten Percent of Segment Revenue Other Than AT&T Corporation [Member] | Customer Concentration Risk [Member] | |||
Revenue, Major Customer [Line Items] | |||
% of Revenues | 0.00% | 0.00% | 0.00% |
Sales Revenue, Net [Member] | EMEA [Member] | Greater Than Ten Percent of Segment Revenue Other Than AT&T Corporation [Member] | Customer Concentration Risk [Member] | |||
Revenue, Major Customer [Line Items] | |||
% of Revenues | 28.50% | 31.10% | 25.90% |
Segments and Geographic Info144
Segments and Geographic Information - Operations by Geographic Location (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Segment Reporting Information [Line Items] | |||
Revenues | $ 1,286,340 | $ 1,327,523 | $ 1,263,460 |
Long-Lived assets | 162,858 | 170,500 | |
Goodwill | 195,733 | 193,831 | 199,802 |
Other Items [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | 99 | ||
Long-Lived assets | 10,758 | ||
Americas [Member] | |||
Segment Reporting Information [Line Items] | |||
Goodwill | 186,049 | 193,831 | 199,802 |
Americas [Member] | Operating Segments [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | 1,045,415 | 1,070,824 | 1,050,813 |
Long-Lived assets | 135,647 | 159,362 | |
Americas [Member] | Operating Segments [Member] | United States [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | 422,584 | 425,746 | 388,775 |
Long-Lived assets | 93,941 | 108,030 | |
Americas [Member] | Operating Segments [Member] | The Philippines [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | 216,170 | 205,332 | 213,132 |
Long-Lived assets | 10,844 | 14,656 | |
Americas [Member] | Operating Segments [Member] | Canada [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | 133,549 | 195,739 | 210,463 |
Long-Lived assets | 10,278 | 16,257 | |
Americas [Member] | Operating Segments [Member] | Costa Rica [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | 114,483 | 97,295 | 101,888 |
Long-Lived assets | 7,382 | 5,625 | |
Americas [Member] | Operating Segments [Member] | El Salvador [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | 63,462 | 52,609 | 46,301 |
Long-Lived assets | 3,329 | 3,298 | |
Americas [Member] | Operating Segments [Member] | China [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | 36,270 | 32,167 | 25,478 |
Long-Lived assets | 3,523 | 4,417 | |
Americas [Member] | Operating Segments [Member] | Australia [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | 23,960 | 33,126 | 36,725 |
Long-Lived assets | 2,396 | 2,923 | |
Americas [Member] | Operating Segments [Member] | Mexico [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | 18,338 | 20,439 | 23,701 |
Long-Lived assets | 1,307 | 1,575 | |
Americas [Member] | Operating Segments [Member] | Colombia [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | 7,381 | 3,073 | |
Long-Lived assets | 1,299 | 1,514 | |
Americas [Member] | Operating Segments [Member] | Brazil [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | 5,442 | 3,005 | 3,288 |
Long-Lived assets | 1,047 | 844 | |
Americas [Member] | Operating Segments [Member] | India [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | 3,776 | 2,293 | 1,062 |
Long-Lived assets | 301 | 223 | |
EMEA [Member] | |||
Segment Reporting Information [Line Items] | |||
Goodwill | 9,684 | ||
EMEA [Member] | Operating Segments [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | 240,826 | 256,699 | 212,647 |
Long-Lived assets | 16,453 | 11,138 | |
EMEA [Member] | Operating Segments [Member] | Germany [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | 82,120 | 88,887 | 77,950 |
Long-Lived assets | 1,973 | 2,310 | |
EMEA [Member] | Operating Segments [Member] | Sweden [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | 56,600 | 68,057 | 49,953 |
Long-Lived assets | 1,681 | 2,478 | |
EMEA [Member] | Operating Segments [Member] | United Kingdom [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | 50,209 | 42,328 | 33,750 |
Long-Lived assets | 3,652 | 3,871 | |
EMEA [Member] | Operating Segments [Member] | Romania [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | 15,474 | 18,288 | 14,856 |
Long-Lived assets | 678 | 682 | |
EMEA [Member] | Operating Segments [Member] | Hungary [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | 9,164 | 8,723 | 8,525 |
Long-Lived assets | 536 | 442 | |
EMEA [Member] | Operating Segments [Member] | Norway [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | 8,382 | 10,265 | 6,768 |
Long-Lived assets | 278 | 490 | |
EMEA [Member] | Operating Segments [Member] | Finland [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | 4,643 | 4,295 | 4,936 |
Long-Lived assets | 226 | 92 | |
EMEA [Member] | Operating Segments [Member] | Denmark [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | 3,898 | 4,578 | 4,739 |
Long-Lived assets | 81 | 95 | |
EMEA [Member] | Operating Segments [Member] | Netherlands [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | 3,783 | 3,126 | 3,073 |
Long-Lived assets | 7,243 | 9 | |
EMEA [Member] | Operating Segments [Member] | Egypt [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | 3,552 | 4,633 | 4,810 |
Long-Lived assets | 105 | 172 | |
EMEA [Member] | Operating Segments [Member] | Slovakia [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | $ 3,001 | 3,519 | $ 3,287 |
Long-Lived assets | $ 497 |
Segments and Geographic Info145
Segments and Geographic Information - Revenues for the Company's Products and Services (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Segment Reporting Information [Line Items] | |||
Revenues | $ 1,286,340 | $ 1,327,523 | $ 1,263,460 |
Outsourced Customer Contract Management Services [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | 1,261,465 | 1,303,607 | 1,240,328 |
Fulfillment Services [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | 21,434 | 18,392 | 16,953 |
Enterprise Support Services [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | $ 3,441 | $ 5,524 | $ 6,179 |
Other Income (Expense) - Schedu
Other Income (Expense) - Schedule of Other Income (Expense) (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Other Income (Expense) [Abstract] | |||
Foreign currency transaction gains (losses) | $ (2,924) | $ (1,740) | $ (5,962) |
Gains (losses) on foreign currency derivative instruments not designated as hedges | 1,374 | (44) | 4,216 |
Gains (losses) on liquidation of foreign subsidiaries | (647) | ||
Other miscellaneous income (expense) | (287) | 441 | 985 |
Other income (expense) | $ (2,484) | $ (1,343) | $ (761) |
Related Party Transactions - Ad
Related Party Transactions - Additional Information (Detail) - USD ($) $ in Millions | 1 Months Ended | 12 Months Ended | ||
Jan. 31, 2008 | Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Related Party Transactions [Abstract] | ||||
Duration of lease | 20 years | |||
Payment to landlord under the lease terms | $ 0.4 | $ 0.4 | $ 0.4 |
Schedule II - Valuation and 148
Schedule II - Valuation and Qualifying Accounts (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Allowance for Doubtful Accounts [Member] | |||
Valuation and Qualifying Accounts Disclosure [Line Items] | |||
Balance at Beginning of Period | $ 4,661 | $ 4,987 | $ 5,081 |
Charged (Credited) to Costs and Expenses | 278 | (181) | 483 |
Additions (Deductions) | (1,365) | (145) | (577) |
Balance at End of Period | 3,574 | 4,661 | 4,987 |
Valuation Allowance for Net Deferred Tax Assets [Member] | |||
Valuation and Qualifying Accounts Disclosure [Line Items] | |||
Balance at Beginning of Period | 34,146 | 42,664 | 43,298 |
Charged (Credited) to Costs and Expenses | (4,081) | (8,518) | (634) |
Balance at End of Period | 30,065 | 34,146 | 42,664 |
Reserves for Value Added Tax Receivables [Member] | |||
Valuation and Qualifying Accounts Disclosure [Line Items] | |||
Balance at Beginning of Period | 275 | 2,530 | 3,076 |
Charged (Credited) to Costs and Expenses | (638) | 143 | |
Additions (Deductions) | 8 | (1,617) | (689) |
Balance at End of Period | $ 283 | $ 275 | $ 2,530 |