Sykes Enterprises (SYKE) 10-Q 5 Nov 19 2019 Q3 Quarterly report Financial data

Document and Entity Information

Document and Entity Information - shares	9 Months Ended
	Sep. 30, 2019	Oct. 17, 2019
Cover [Abstract]
Document Type	10-Q
Amendment Flag	false
Document Period End Date	Sep. 30, 2019
Document Fiscal Year Focus	2019
Document Fiscal Period Focus	Q3
Trading Symbol	SYKE
Entity Registrant Name	SYKES ENTERPRISES INC
Entity Central Index Key	0001010612
Current Fiscal Year End Date	--12-31
Entity Current Reporting Status	Yes
Entity Shell Company	false
Entity File Number	0-28274
Entity Tax Identification Number	56-1383460
Entity Address, Address Line One	400 North Ashley Drive
Entity Address, Address Line Two	Suite 2800
Entity Address, City or Town	Tampa
Entity Address, State or Province	FL
Entity Address, Postal Zip Code	33602
City Area Code	813
Local Phone Number	274-1000
Entity Filer Category	Large Accelerated Filer
Entity Emerging Growth Company	false
Entity Small Business	false
Entity Common Stock, Shares Outstanding		41,433,670
Entity Interactive Data Current	Yes
Title of 12(b) Security	Common Stock, $0.01 par value
Security Exchange Name	NASDAQ
Entity Incorporation, State or Country Code	FL
Document Quarterly Report	true
Document Transition Report	false

Condensed Consolidated Balance

Condensed Consolidated Balance Sheets - USD ($) $ in Thousands	Sep. 30, 2019	Dec. 31, 2018
Current assets:
Cash and cash equivalents	$ 142,572	$ 128,697
Receivables, net	353,707	347,425
Prepaid expenses	20,658	23,754
Other current assets	18,540	16,761
Total current assets	535,477	516,637
Property and equipment, net	122,106	135,418
Operating lease right-of-use assets	203,417
Goodwill, net	303,800	302,517
Intangibles, net	160,479	174,031
Deferred charges and other assets	48,785	43,364
Total assets	1,374,064	1,171,967
Current liabilities:
Accounts payable	27,197	26,923
Accrued employee compensation and benefits	113,451	95,813
Income taxes payable	1,786	1,433
Deferred revenue and customer liabilities	28,906	30,176
Operating lease liabilities	48,323
Other accrued expenses and current liabilities	27,403	31,235
Total current liabilities	247,066	185,580
Long-term debt	77,000	102,000
Long-term income tax liabilities	22,198	23,787
Long-term operating lease liabilities	168,008
Other long-term liabilities	21,641	33,991
Total liabilities	535,913	345,358
Commitments and loss contingency (Note 13)
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; 41,434 and 42,778 shares issued, respectively	414	428
Additional paid-in capital	289,110	286,544
Retained earnings	611,648	598,788
Accumulated other comprehensive income (loss)	(60,438)	(56,775)
Treasury stock at cost: 130 and 126 shares, respectively	(2,583)	(2,376)
Total shareholders' equity	838,151	826,609
Total liabilities and shareholders' equity	$ 1,374,064	$ 1,171,967

Condensed Consolidated Balanc_2

Condensed Consolidated Balance Sheets (Parenthetical) - $ / shares	Sep. 30, 2019	Dec. 31, 2018
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	41,434,000	42,778,000
Treasury stock, shares	130,000	126,000

Condensed Consolidated Statemen

Condensed Consolidated Statements of Operations - USD ($) shares in Thousands, $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
Income Statement [Abstract]
Revenues	$ 397,547	$ 399,333	$ 1,189,478	$ 1,210,489
Operating expenses:
Direct salaries and related costs	253,669	261,474	767,558	801,470
General and administrative	102,620	105,148	311,582	309,625
Depreciation, net	12,449	14,072	39,398	43,468
Amortization of intangibles	4,103	3,638	12,516	11,480
Impairment of long-lived assets		555	1,711	9,256
Total operating expenses	372,841	384,887	1,132,765	1,175,299
Income from operations	24,706	14,446	56,713	35,190
Other income (expense):
Interest income	234	183	611	529
Interest (expense)	(1,091)	(1,168)	(3,448)	(3,523)
Other income (expense), net	(55)	919	22	537
Total other income (expense), net	(912)	(66)	(2,815)	(2,457)
Income before income taxes	23,794	14,380	53,898	32,733
Income taxes	5,689	628	12,837	855
Net income	$ 18,105	$ 13,752	$ 41,061	$ 31,878
Net income per common share:
Basic	$ 0.44	$ 0.33	$ 0.98	$ 0.76
Diluted	$ 0.44	$ 0.33	$ 0.98	$ 0.76
Weighted average common shares outstanding:
Basic	41,190	42,136	41,808	42,070
Diluted	41,307	42,204	41,908	42,201

Condensed Consolidated Statem_2

Condensed Consolidated Statements of Comprehensive Income (Loss) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
Statement Of Income And Comprehensive Income [Abstract]
Net income	$ 18,105	$ 13,752	$ 41,061	$ 31,878
Other comprehensive income (loss), net of taxes:
Foreign currency translation adjustments, net of taxes	(10,693)	(2,177)	(6,992)	(15,483)
Unrealized gain (loss) on cash flow hedging instruments, net of taxes	(1,130)	(2,097)	3,370	(5,471)
Unrealized actuarial gain (loss) related to pension liability, net of taxes	(46)	16	(26)	(113)
Unrealized gain (loss) on postretirement obligation, net of taxes	(5)	(84)	(15)	(104)
Other comprehensive income (loss), net of taxes	(11,874)	(4,342)	(3,663)	(21,171)
Comprehensive income (loss)	$ 6,231	$ 9,410	$ 37,398	$ 10,707

Condensed Consolidated Statem_3

Condensed 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, 2017	$ 796,479	$ 429	$ 282,385	$ 546,843	$ (31,104)	$ (2,074)
Beginning Balance, shares at Dec. 31, 2017		42,899
Stock-based compensation expense	2,077		2,077
Issuance of common stock under equity award plans, net of forfeitures			59			(59)
Issuance of common stock under equity award plans, net of forfeitures, Share		18
Shares repurchased for tax withholding on equity awards	(3,682)	$ (1)	(3,681)
Shares repurchased for tax withholding on equity awards, Share		(118)
Comprehensive income (loss)	8,253			10,948	(2,695)
Ending Balance at Mar. 31, 2018	806,146	$ 428	280,840	560,810	(33,799)	(2,133)
Ending Balance, shares at Mar. 31, 2018		42,799
Beginning Balance at Dec. 31, 2017	796,479	$ 429	282,385	546,843	(31,104)	(2,074)
Beginning Balance, shares at Dec. 31, 2017		42,899
Comprehensive income (loss)	10,707
Ending Balance at Sep. 30, 2018	811,836	$ 428	284,275	581,740	(52,275)	(2,332)
Ending Balance, shares at Sep. 30, 2018		42,781
Cumulative effect of accounting change | Accounting Standards Update 2014-09 [Member]	3,019			3,019
Beginning Balance at Mar. 31, 2018	806,146	$ 428	280,840	560,810	(33,799)	(2,133)
Beginning Balance, shares at Mar. 31, 2018		42,799
Stock-based compensation expense	1,673		1,673
Issuance of common stock under equity award plans, net of forfeitures			109			(109)
Issuance of common stock under equity award plans, net of forfeitures, Share		22
Comprehensive income (loss)	(6,956)			7,178	(14,134)
Ending Balance at Jun. 30, 2018	800,863	$ 428	282,622	567,988	(47,933)	(2,242)
Ending Balance, shares at Jun. 30, 2018		42,821
Stock-based compensation expense	1,567		1,567
Issuance of common stock under equity award plans, net of forfeitures			90			(90)
Issuance of common stock under equity award plans, net of forfeitures, Share		(40)
Shares repurchased for tax withholding on equity awards	(4)		(4)
Comprehensive income (loss)	9,410			13,752	(4,342)
Ending Balance at Sep. 30, 2018	811,836	$ 428	284,275	581,740	(52,275)	(2,332)
Ending Balance, shares at Sep. 30, 2018		42,781
Beginning Balance at Dec. 31, 2018	826,609	$ 428	286,544	598,788	(56,775)	(2,376)
Beginning Balance, shares at Dec. 31, 2018		42,778
Stock-based compensation expense	1,890		1,890
Issuance of common stock under equity award plans, net of forfeitures		$ (2)	182			(180)
Issuance of common stock under equity award plans, net of forfeitures, Share		(168)
Shares repurchased for tax withholding on equity awards	(1,269)		(1,269)
Shares repurchased for tax withholding on equity awards, Share		(45)
Comprehensive income (loss)	14,701			11,687	3,014
Ending Balance at Mar. 31, 2019	842,041	$ 426	287,347	610,585	(53,761)	(2,556)
Ending Balance, shares at Mar. 31, 2019		42,565
Beginning Balance at Dec. 31, 2018	826,609	$ 428	286,544	598,788	(56,775)	(2,376)
Beginning Balance, shares at Dec. 31, 2018		42,778
Repurchase of common stock	(30,281)
Comprehensive income (loss)	37,398
Ending Balance at Sep. 30, 2019	838,151	$ 414	289,110	611,648	(60,438)	(2,583)
Ending Balance, shares at Sep. 30, 2019		41,434
Cumulative effect of accounting change | Accounting Standards Update 2016-02 [Member]	110			110
Beginning Balance at Mar. 31, 2019	842,041	$ 426	287,347	610,585	(53,761)	(2,556)
Beginning Balance, shares at Mar. 31, 2019		42,565
Stock-based compensation expense	2,200		2,200
Issuance of common stock under equity award plans, net of forfeitures			123			(123)
Issuance of common stock under equity award plans, net of forfeitures, Share		26
Repurchase of common stock	(20,178)					(20,178)
Retirement of treasury stock		$ (5)	(791)	(12,063)		12,859
Retirement of treasury stock, shares		(500)
Comprehensive income (loss)	16,466			11,269	5,197
Ending Balance at Jun. 30, 2019	840,529	$ 421	288,879	609,791	(48,564)	(9,998)
Ending Balance, shares at Jun. 30, 2019		42,091
Stock-based compensation expense	1,504		1,504
Issuance of common stock under equity award plans, net of forfeitures		$ (1)	(95)			96
Issuance of common stock under equity award plans, net of forfeitures, Share		(16)
Shares repurchased for tax withholding on equity awards	(10)		(10)
Shares repurchased for tax withholding on equity awards, Share		(1)
Repurchase of common stock	(10,103)					(10,103)
Retirement of treasury stock		$ (6)	(1,168)	(16,248)		17,422
Retirement of treasury stock, shares		(640)
Comprehensive income (loss)	6,231			18,105	(11,874)
Ending Balance at Sep. 30, 2019	$ 838,151	$ 414	$ 289,110	$ 611,648	$ (60,438)	$ (2,583)
Ending Balance, shares at Sep. 30, 2019		41,434

Condensed Consolidated Statem_4

Condensed Consolidated Statements of Cash Flows - USD ($) $ in Thousands	9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018
Cash flows from operating activities:
Net income	$ 41,061	$ 31,878
Adjustments to reconcile net income to net cash provided by operating activities:
Depreciation	39,574	43,852
Amortization of intangibles	12,516	11,480
Amortization of deferred grants	(266)	(533)
Impairment losses	1,711	9,256
Unrealized foreign currency transaction (gains) losses, net	(2,391)	(686)
Stock-based compensation expense	5,594	5,317
Deferred income tax provision (benefit)	(1,703)	229
Unrealized (gains) losses and premiums on financial instruments, net	(545)	661
Amortization of deferred loan fees	211	201
Other	752	375
Changes in assets and liabilities, net of acquisitions:
Receivables, net	(10,067)	(12,756)
Prepaid expenses	(277)	(1,164)
Other current assets	23	(1,101)
Deferred charges and other assets	(3,413)	(3,731)
Accounts payable	(2,704)	(1,490)
Income taxes receivable / payable	(2,124)	(6,429)
Accrued employee compensation and benefits	15,985	3,426
Other accrued expenses and current liabilities	3,055	10,447
Deferred revenue and customer liabilities	(1,848)	(1,612)
Other long-term liabilities	1,666	1,830
Operating lease assets and liabilities	776
Net cash provided by operating activities	97,586	89,450
Cash flows from investing activities:
Capital expenditures	(24,491)	(36,853)
Cash paid for business acquisitions, net of cash acquired		(21,845)
Purchase of intangible assets	(292)	(8,106)
Investment in equity method investees		(5,000)
Other	598	698
Net cash (used for) investing activities	(24,185)	(71,106)
Cash flows from financing activities:
Payments of long-term debt	(37,000)	(220,000)
Proceeds from issuance of long-term debt	12,000	27,000
Cash paid for repurchase of common stock	(30,281)
Shares repurchased for tax withholding on equity awards	(1,279)	(3,686)
Cash paid for loan fees related to long-term debt	(1,098)
Other		42
Net cash (used for) financing activities	(57,658)	(196,644)
Effects of exchange rates on cash, cash equivalents and restricted cash	(1,407)	(8,186)
Net increase (decrease) in cash, cash equivalents and restricted cash	14,336	(186,486)
Cash, cash equivalents and restricted cash – beginning	130,231	344,805
Cash, cash equivalents and restricted cash – ending	144,567	158,319
Supplemental disclosures of cash flow information:
Cash paid during period for interest	2,798	2,893
Cash paid during period for income taxes	18,185	15,423
Non-cash transactions:
Property and equipment additions in accounts payable	5,104	2,450
Unrealized gain (loss) on postretirement obligation, net of taxes, in accumulated other comprehensive income (loss)	$ (15)	$ (104)

Overview and Basis of Presentat

Overview and Basis of Presentation	9 Months Ended
	Sep. 30, 2019
Organization Consolidation And Presentation Of Financial Statements [Abstract]
Overview and Basis of Presentation	Note 1. Overview and Basis of Presentation Business — Sykes Enterprises, Incorporated and consolidated subsidiaries (“SYKES” or the “Company”) is a leading provider of multichannel demand generation and global customer engagement services. SYKES provides differentiated full lifecycle customer engagement solutions and services primarily to Global 2000 companies and their end customers, principally within the financial services, communications, technology, transportation & leisure, healthcare and other industries. SYKES primarily provides customer engagement solutions and services with an emphasis on inbound multichannel demand generation, customer service and technical support to its clients’ customers. Utilizing SYKES’ integrated onshore/offshore global delivery model, SYKES provides its services through multiple communication channels including phone, e-mail, social media, text messaging, chat and digital self-service. SYKES also provides various enterprise support services in the United States that include services for its clients’ internal support operations, from technical staffing services to outsourced corporate help desk services. In Europe, SYKES also provides fulfillment services, which include order processing, payment processing, inventory control, product delivery and product returns handling. Additionally, through the Company’s acquisition of robotic processing automation (“RPA”) provider Symphony Ventures Ltd (“Symphony”) coupled with its investment in artificial intelligence (“AI”) through XSell Technologies, Inc. (“XSell”) , the Company also provides a suite of solutions such as consulting, implementation, hosting and managed services that optimizes its differentiated full lifecycle management services platform. The Company has operations in two reportable segments entitled (1) the Americas, in which the client base is primarily companies in the United States that are using the Company’s services to support their customer management needs, which includes the United States, Canada, Latin America, Australia and the Asia Pacific Rim; and (2) EMEA, which includes Europe, the Middle East and Africa. U.S. 2017 Tax Reform Act On December 20, 2017, the Tax Cuts and Jobs Act (the “2017 Tax Reform Act”) was approved by Congress and received presidential approval on December 22, 2017. In general, the 2017 Tax Reform Act reduced the U.S. federal corporate tax rate from 35% to 21%, effective in 2018. The 2017 Tax Reform Act moved from a worldwide business taxation approach to a participation exemption regime. The 2017 Tax Reform Act also imposed base-erosion prevention measures on non-U.S. earnings of U.S. entities, as well as a one-time mandatory deemed repatriation tax on accumulated non-U.S. earnings. The impact of the 2017 Tax Reform Act on the Company’s consolidated financial results began with the fourth quarter of 2017, the period of enactment. See Note 11, Income Taxes, for further information. Acquisitions Symphony Acquisition On October 18, 2018, the Company, as guarantor, and its wholly-owned subsidiary, SEI International Services S.a.r.l, a Luxembourg company, entered into the Symphony Purchase Agreement with Pascal Baker, Ian Barkin, David Brain, David Poole, FIS Nominee Limited, Baronsmead Venture Trust plc and Baronsmead Second Venture Trust plc (together, the “Symphony Sellers”) to acquire all of the outstanding shares of Symphony. Symphony, headquartered in London, England, provides RPA services, offering RPA consulting, implementation, hosting and managed services for front, middle and back-office processes. Symphony serves numerous industries globally, including financial services, healthcare, business services, manufacturing, consumer products, communications, media and entertainment. The aggregate purchase price was GBP 52.5 million ($67.6 million), subject to a post-closing working capital adjustment, of which the Company paid GBP 44.6 million ($57.6 million) at the closing of the transaction on November 1, 2018 using cash on hand as well as $31.0 million of additional borrowings under the Company’s credit agreement. The acquisition date present value of the remaining GBP 7.9 million ($10.0 million) of purchase price has been deferred and is payable in equal installments over three years, on or around November 1, 2019, 2020 and 2021. The Symphony Purchase Agreement also provides for a three-year, retention based earnout payable in restricted stock units (“RSUs”) with a value of GBP 3.0 million. The Symphony Purchase Agreement contains customary representations and warranties, indemnification obligations and covenants. Subsequent to the finalization of the working capital adjustments during the quarter ended March 31 , 2019, the purchase price was adjusted to GBP 52.4 million ($ 67.5 m illion). The acquisition resulted in $ 26.1 million of intangible assets, primarily customer relationships and trade names, $ 2.2 million of fixed assets and $ million of goodwill. The Company accounted for the Symphony acquisition in accordance with Accounting Standards Codification (“ASC”) 805, Business Combinations , WhistleOut Acquisition On July 9, 2018, the Company, as guarantor, and its wholly-owned subsidiaries, Sykes Australia Pty Ltd, an Australian company, and Clear Link Technologies, LLC, a Delaware limited liability company, entered into and closed the WhistleOut Sale Agreement with WhistleOut Nominees Pty Ltd as trustee for the WhistleOut Holdings Unit Trust, CPC Investments USA Pty Ltd, JJZL Pty Ltd, Kenneth Wong as trustee for Wong Family Trust and C41 Pty Ltd as trustee for the Ottery Family Trust (together, the “WhistleOut Sellers”) to acquire all of the outstanding shares of WhistleOut. The WhistleOut Sale Agreement contained customary representations and warranties, indemnification obligations and covenants. The aggregate purchase price of AUD 30.2 million ($22.4 million) was paid at the closing of the transaction on July 9, 2018. Subsequent to the finalization of the working capital adjustments during the quarter ended March 31, 2019, the purchase price was adjusted to AUD 30.3 million ($22.5 million). The purchase price was funded through $22.0 million of additional borrowings under the Company’s credit agreement. The WhistleOut Sale Agreement provides for a three-year, retention based earnout of AUD 14.0 million payable in three installments on or about July 1, 2019, 2020 and 2021. The Company paid the first installment of the earn-out of AUD 6.0 million ($4.2 million) in July 2019. The Company accounted for the WhistleOut acquisition in accordance with ASC 805 , Basis of Presentation — The accompanying unaudited condensed consolidated financial statements have been prepared in accordance with accounting principles generally accepted in the United States of America (“generally accepted accounting principles” or “U.S. GAAP”) for interim financial information, the instructions to Form 10-Q and Article 10 of Regulation S-X. Accordingly, they do not include all of the information and notes required by generally accepted accounting principles for complete financial statements. In the opinion of management, all adjustments (consisting of normal recurring accruals) considered necessary for a fair presentation have been included. Operating results for the three and nine months ended September 30, 2019 are not necessarily indicative of the results that may be expected for any future quarters or the year ending December 31, 2019. For further information, refer to the consolidated financial statements and notes thereto included in the Company’s Annual Report on Form 10-K for the year ended December 31, 2018 , as filed with the Securities and Exchange Commission (“SEC”) on February 26, 2019. Principles of Consolidation — The condensed consolidated financial statements include the accounts of SYKES and its wholly-owned subsidiaries and controlled majority-owned subsidiaries. Investments in less than majority-owned subsidiaries in which the Company does not have a controlling interest, but does have significant influence, are accounted for as equity method investments. All intercompany transactions and balances have been eliminated in consolidation. Use of Estimates — The preparation of condensed consolidated financial statements in conformity with U.S. GAAP requires the Company to make estimates and assumptions that affect the reported amounts of assets and liabilities and disclosure of contingent assets and liabilities at the date of the financial statements and the reported amounts of revenues and expenses during the reporting period. Actual results could differ from those estimates. Subsequent Events — Subsequent events or transactions have been evaluated through the date and time of issuance of the condensed consolidated financial statements. On November 5, 2019, the Company settled an insurance claim related to damage to its customer engagement center located in Fort Smith, Arkansas. See Note 19, Subsequent Event, for further information. There were no other material subsequent events that required recognition or disclosure in the accompanying condensed consolidated financial statements. Cash, Cash Equivalents and Restricted Cash — Cash and cash equivalents consist of cash and highly liquid short-term investments, primarily held in non-interest-bearing investments which have original maturities of less than 90 days. Restricted cash includes cash whereby the Company’s ability to use the funds at any time is contractually limited or is generally designated for specific purposes arising out of certain contractual or other obligations. The following table provides a reconciliation of cash and cash equivalents and restricted cash reported in the Condensed Consolidated Balance Sheets that sum to the amounts reported in the Condensed Consolidated Statements of Cash Flows (in thousands): September 30, 2019 December 31, 2018 September 30, 2018 December 31, 2017 Cash and cash equivalents $ 142,572 $ 128,697 $ 157,268 $ 343,734 Restricted cash included in "Other current assets" 563 149 158 154 Restricted cash included in "Deferred charges and other assets" 1,432 1,385 893 917 $ 144,567 $ 130,231 $ 158,319 $ 344,805 Investments in Equity Method Investees — In July 2017, the Company made a strategic investment of $10.0 million in XSell for 32.8% of XSell’s preferred stock. The Company is incorporating XSell’s machine learning and AI algorithms into its business. The Company believes this will increase the sales performance of its agents to drive revenue for its clients, improve the experience of the Company’s clients’ end customers and enhance brand loyalty, reduce the cost of customer care and leverage analytics and machine learning to source the best agents and improve their performance. The Company’s net investment in XSell of $8.8 million and $9.2 million was included in “Deferred charges and other assets” in the accompanying Condensed Consolidated Balance Sheets as of September 30, 2019 and December 31, 2018, respectively. The Company’s investment was paid in two installments of $5.0 million, one in July 2017 and one in August 2018. The Company’s proportionate share of XSell’s net (loss) of $(0.1) million and $(0.2) million for the three months ended September 30, 2019 and 2018, respectively, and $(0.3) million and $(0.4) million for the nine months ended September 30, 2019 and 2018, respectively, was included in “Other income (expense), net” in the accompanying Condensed Consolidated Statements of Operations. As of September 30, 2019 and December 31, 2018, the Company did not identify any instances where the carrying values of its equity method investments were not recoverable. Customer-Acquisition Advertising Costs — The Company’s advertising costs are expensed as incurred. Total advertising costs included in “Direct salaries and related costs” in the accompanying Condensed Consolidated Statements of Operations were as follows (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2019 2018 2019 2018 Customer-acquisition advertising costs $ 11,188 $ 13,907 $ 33,328 $ 35,835 Reclassifications — Certain balances in the prior period have been reclassified to conform to current period presentation. New Accounting Standards Not Yet Adopted Fair Value Measurements In August 2018, the Financial Accounting Standards Board (“FASB”) issued Accounting Standards Update (“ASU”) 2018-13, Fair Value Measurement (Topic 820) – Disclosure Framework – Changes to the Disclosure Requirements for Fair Value Measurement (“ASU 2018-13”). These amendments These amendments are effective for fiscal years, and interim periods within those fiscal years, beginning after December 15, 2019. Certain of the amendments will be applied prospectively in the initial year of adoption while the remainder are required to be applied retrospectively to all periods presented upon their effective date. Early adoption is permitted. The Company does not expect its adoption o f ASU 2018-13 to have a material impact on its disclosures and does not expect to early adopt the standard . Retirement Benefits In August 2018, the FASB issued ASU 2018-14, Compensation – Retirement Benefits – Defined Benefit Plans - General (Subtopic 715-20) – Disclosure Framework – Changes to the Disclosure Requirements for Defined Benefit Plans (“ASU 2018-14”). These amendments These amendments are effective for fiscal years ending after December 15, 2020, with early adoption permitted. The Company does not expect its adoption of ASU 2018-14 to have a material impact on its financial condition, results of operations, cash flows or disclosures and does not expect to early adopt the standard. Cloud Computing In August 2018, the FASB issued ASU 2018-15, Intangibles – Goodwill and Other – Internal-Use Software (Subtopic 350-40) – Customer’s Accounting for Implementation Costs Incurred in a Cloud Computing Arrangement That Is a Service Contract (“ASU 2018-15”). These amendments These amendments are effective for fiscal years beginning after December 15, 2019, and interim periods within those fiscal years, with early application permitted in any interim period after issuance of this update. The amendments should be applied either retrospectively or prospectively to all implementation costs incurred after the date of adoption. The Company does not expect its adoption of ASU 2018-15 to have a material impact on its financial condition, results of operations, cash flows or disclosures and does not expect to early adopt the standard. Financial Instruments – Credit Losses In June 2016, the FASB issued ASU 2016-13, Financial Instruments – Credit Losses (Topic 326) – Measurement of Credit Losses on Financial Instruments (“ASU 2016-13”). These amendments held. Entities are required to measure all expected credit losses for most financial assets held at the reporting date based on an expected loss model which includes historical experience, current conditions, and reasonable and supportable forecasts. Subsequently, the FASB issued ASU 2018-19, Codification Improvements to Topic 326, Financial Instruments—Credit Losses in November 2018 and ASU 2019-05, Financial Instruments – Credit Losses (Topic 326) Targeted Transition Relief in May 2019 (together, “subsequent amendments”). ASU 2016-13 and the subsequent amendments are effective for fiscal years beginning after December 15, 2019, and interim periods within those fiscal years. Early adoption is permitted. The Company’s implementation team is substantially complete with the assessment of its data and the design of its financial models to estimate expected credit losses and continues to evaluate the critical factors of ASU 2016-13 to determine its impact on the Company’s business processes, systems, and internal controls. The Company expects ASU 2016-13 to apply to its trade receivables but does not expect the adoption of the amendments to have a material impact on its financial condition, results of operations or cash flows because credit losses associated with trade receivables have historically been insignificant. The adoption of ASU 2016-13 will require expanded quantitative and qualitative disclosures about the Company’s expected credit losses. Additionally, the Company does not anticipate early adopting ASU 2016-13. Codification Improvements – Financial Instruments – Credit Losses, Derivatives and Hedging, and Financial Instruments In April 2019, the FASB issued ASU 2019-04, Codification Improvements to Topic 326, Financial Instruments – Credit Losses, Derivatives and Hedging, and Topic 825, Financial Instruments (“ASU 2019-04”). These amendments . The credit losses and hedging amendments have the same effective dates as the respective standards, unless an entity has already adopted the standards. The amendments related to recognizing and measuring financial instruments are effective for fiscal years beginning after December 15, 2019, including interim periods within those fiscal years. Early adoption is permitted. The Company does not expect the adoption of ASU 2019-04 to have a material impact on its financial condition, results of operations, cash flows or disclosures. New Accounting Standards Recently Adopted Leases In February 2016, the FASB issued ASU 2016-02, Leases (Topic 842) Leases See Note 3, Leases, for further details as well as the Company’s significant accounting policy for leases. Derivatives and Hedging In August 2017, the FASB issued ASU 2017-12, Derivatives and Hedging (Topic 815) – Targeted Improvements to Accounting for Hedge Activities (“ASU 2017-12”). These amendments help simplify certain aspects of hedge accounting and better align an entity’s risk management activities and financial reporting for hedging relationships through changes to both the designation and measurement guidance for qualifying hedging relationships and the presentation of hedge results. For cash flow and net investment hedges as of the adoption date, the guidance requires a modified retrospective approach. The amended presentation and disclosure guidance is required only prospectively. These amendments are effective for fiscal years beginning after December 15, 2018, and interim periods within those fiscal years, with early application permitted in any interim period after issuance of this update. The adoption of ASU 2017-12 on January 1, 2019 did not have a material impact on the financial condition, results of operations, cash flows or disclosures of the Company. No cumulative-effect adjustment was recorded to opening retained earnings on the date of adoption as there was no ineffectiveness previously recorded in retained earnings that would have been included in other comprehensive income if the new guidance had been applied since hedge inception. Upon adoption of ASU 2017-12, the Company elected the spot method for assessing the effectiveness of net investment hedges and will record the amortization of excluded components of net investment hedges in “Other income (expense), net” in its consolidated financial statements.

Revenues

Revenues	9 Months Ended
	Sep. 30, 2019
Revenue From Contract With Customer [Abstract]
Revenues	Note 2. Revenues On January 1, 2018, the Company adopted ASC 606, Revenue from Contracts with Customers Revenue from Contracts with Customers The Company recognizes revenues in accordance with ASC 606, whereby revenues are recognized when control of the promised goods or services is transferred to the Company’s customers, in an amount that reflects the consideration it expects to be entitled to in exchange for those goods or services. Customer Engagement Solutions and Services The Company provides customer engagement solutions and services with an emphasis on inbound multichannel demand generation, customer service and technical support to its clients’ customers. These services are delivered through multiple communication channels including phone, e-mail, social media, text messaging, chat and digital self-service. Revenues for customer engagement solutions and services are recognized over time using output methods such as a per minute, per hour, per call, per transaction or per time and mat erials basis . Other Revenues In the Americas, the Company provides a range of enterprise support services including technical staffing services and outsourced corporate help desk services, primarily in the U.S. Revenues for enterprise support services are recognized over time using output methods such as number of positions filled. In EMEA, the Company offers fulfillment services that are integrated with its customer care and technical support services. The Company’s fulfillment solutions include order processing, payment processing, inventory control, product delivery and product returns handling. Sales are recognized upon shipment to the customer and satisfaction of all obligations. The Company also has miscellaneous other revenues in the Other segment. In total, other revenues are immaterial, representing 2.6% and 0.5% of the Company’s consolidated total revenues for the three months ended September 30, 2019 and 2018, respectively, and 2.4% and 0.5% for the nine months ended September 30, 2019 and 2018, respectively. Disaggregated Revenues The Company disaggregates its revenues from contracts with customers by service type and geographic location (see Note 16, Segments and Geographic Information), for each of its reportable segments, as the Company believes it best depicts how the nature, amount, timing and uncertainty of its revenues and cash flows are affected by economic factors. The following table represents revenues from contracts with customers disaggregated by service type and by the reportable segment for each category (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2019 2018 2019 2018 Americas: Customer engagement solutions and services $ 317,806 $ 328,535 $ 952,438 $ 995,723 Other revenues 291 227 743 801 Total Americas 318,097 328,762 953,181 996,524 EMEA: Customer engagement solutions and services 69,329 68,859 208,969 208,302 Other revenues 10,098 1,684 27,262 5,588 Total EMEA 79,427 70,543 236,231 213,890 Other: Other revenues 23 28 66 75 Total Other 23 28 66 75 $ 397,547 $ 399,333 $ 1,189,478 $ 1,210,489 Trade Accounts Receivable The Company’s trade accounts receivable, net, consists of the following (in thousands): September 30, 2019 December 31, 2018 Trade accounts receivable, net, current (1) $ 340,520 $ 335,377 Trade accounts receivable, net, noncurrent (2) 19,457 15,948 $ 359,977 $ 351,325 (1) Included in “Receivables, net” in the accompanying Condensed Consolidated Balance Sheets. (2) Included in “Deferred charges and other assets” in the accompanying Condensed Consolidated Balance Sheets. The Company’s noncurrent trade accounts receivable result from contracts with customers that include renewal provisions, as well as contracts with customers under multi-year arrangements. Deferred Revenue and Customer Liabilities Deferred revenue and customer liabilities consists of the following (in thousands): September 30, 2019 December 31, 2018 Deferred revenue $ 3,691 $ 3,655 Customer arrangements with termination rights 15,891 16,404 Estimated refund liabilities 9,324 10,117 $ 28,906 $ 30,176 Deferred Revenue The Company receives up-front fees in connection with certain contracts. In accordance with ASC 606, the up-front fees are recorded as a contract liability only to the extent a legally enforceable contract exists. Accordingly, the up-front fees allocated to a contract’s termination notification period, typically varying periods up to 180 days, are recorded as deferred revenue, while the fees that extend beyond the notification period are classified as customer arrangements with termination rights. Revenues of $0.2 million and $0.1 million were recognized during the three months ended September 30, 2019 and 2018, respectively, and revenues of $3.6 million and $4.3 million were recognized during the nine months ended September 30, 2019 and 2018, respectively, from amounts included in deferred revenue at December 31, 2018 and January 1, 2018, respectively. The Company expects to recognize the majority of its deferred revenue as of September 30, 2019 over the next 180 days. Customer Liabilities – Customer Arrangements with Termination Rights The majority of the Company’s contracts include termination for convenience or without cause provisions allowing either party to cancel the contract without substantial cost or penalty within a defined notification period (“termination rights”). Customer arrangements with termination rights represent the amount of up-front fees received for unsatisfied performance obligations for periods that extend beyond the legally enforceable contract period. All customer arrangements with termination rights are classified as current as the customer can terminate the contracts and demand pro-rata refunds of the up-front fees over varying periods, typically up to 180 days. The Company expects to recognize the majority of the customer arrangements with termination rights into revenue as the Company has not historically experienced a high rate of early contract terminations. Customer Liabilities – Estimated Refund Liabilities Estimated refund liabilities represent consideration received under the contract that the Company expects to ultimately refund to the customer and primarily relates to estimated penalties, holdbacks and chargebacks. Penalties and holdbacks result from the failure to meet specified minimum service levels in certain contracts and other performance-based contingencies. Chargebacks reflect the right of certain of the Company’s clients to chargeback accounts that do not meet certain requirements for specified periods after a sale has occurred. Estimated refund liabilities are generally resolved in 180 days, once it is determined whether the requisite service levels and client requirements were achieved to settle the contingency.

Leases

Leases	9 Months Ended
	Sep. 30, 2019
Leases [Abstract]
Leases	Note 3. Leases Adoption of ASC 842, Leases On January 1, 2019, the Company adopted ASC 842, which includes ASU 2016-02 and all related amendments, using the modified retrospective method and recognized a cumulative-effect adjustment to the opening balance of retained earnings at the date of adoption. Results for reporting periods beginning after January 1, 2019 are presented under ASC 842, while prior period amounts were not adjusted and continue to be reported in accordance with the Company’s historic accounting for leases under ASC 840. The adoption of ASC 842 on January 1, 2019 had a material impact on the Company’s Condensed Consolidated Balance Sheet, resulting in the recognition of $225.3 million of right-of-use ("ROU") assets, $239.3 million of operating lease liabilities, a $0.1 million increase to opening retained earnings, as well as $14.1 million primarily related to the derecognition of net straight-line lease liabilities. The retained earnings adjustment was due to the cumulative impact of adopting ASC 842, primarily resulting from the derecog nition of embedded lease derivatives, the difference between deferred rent balances and the net of ROU assets and lease liabilities and the deferred tax impact. The impact of the adoption of ASC 842 to the Company’s Condensed Consolidated Statements of Operations for the three and nine months ended September 30, 2019 was not material. The Company’s net cash provided by operating activities for the nine months ended September 30, 2019 did not change due to the adoption of ASC 842. Practical Expedients The Company elected the following practical expedients: • The package of transitional practical expedients, consistently applied to all leases, that permits the Company to not reassess whether any expired or existing contracts are or contain leases, the historical lease classification for any expired or existing leases and initial direct costs for any expired or existing leases; and • The practical expedient that permits the Company to make an accounting policy election (by class of underlying asset) to account for each separate lease component of a contract and its associated non-lease components as a single lease component for all leases entered into or modified after the January 1, 2019 adoption date. Accounting Policy In determining whether a contract contains a lease, the Company assesses whether the arrangement meets all three of the following criteria: 1) there is an identified asset; 2) the Company has the right to obtain substantially all the economic benefits from use of the identified asset; and 3) the Company has the right to direct the use of the identified asset. This involves evaluating whether the Company has the right to operate the asset or to direct others to operate the asset in a manner that it determines without the supplier having the right to change those operating instructions, as well as evaluating the Company’s involvement in the design of the asset. The Company capitalizes operating lease obligations with initial terms in excess of 12 months as ROU assets with corresponding lease liabilities on its balance sheet. Operating lease ROU assets represent the Company’s right to use an underlying asset for the lease term, and operating lease liabilities represent the Company’s obligation to make lease payments arising from the lease. Operating lease ROU assets and liabilities are recognized at the commencement date based on the present value of lease payments over the lease term. Additionally, the ROU asset is adjusted for lease incentives, prepaid lease payments and initial direct costs. Operating lease expense is recognized on a straight-line basis over the lease term. The Company has lease agreements with lease and non-lease components, such as real estate taxes, insurance, common area maintenance and other operating costs. Lease and non-lease components Certain of the Company’s lease agreements include rental payments that adjust periodically based on an index or rate, generally the applicable Consumer Price Index (“CPI”). The operating lease liability is measured using the prevailing index or rate at the measurement date (i.e., the commencement date); however, the most recent CPI in effect as of January 1, 2019 was used to effectuate the adoption of ASC 842. Incremental payments due to changes to the index- and rate-based lease payments are treated as variable lease costs and expensed as incurred. For purposes of calculating operating lease liabilities, the lease term includes options to extend or terminate the lease when it is reasonably certain that the Company will exercise that option. The primary factors used to estimate whether an option to extend a lease term will be exercised or not generally include the extent of the Company’s capital investment, employee recruitment potential and operational cost and flexibility. In determining the present value of lease payments, the Company typically uses incremental borrowing rates based on information available at the lease commencement date. The incremental borrowing r ate is the rate of interest that a lessee would have to pay to borrow on a collateralized basis over a similar term an amount equal to the lease payments in a similar economic environment. The Company’s incremental borrowing rate is estimated using a synth etic credit rating model and forward currency exchange rates, as applicable. Payments on leases with an initial term of 12 months or less are recognized in the accompanying Condensed Consolidated Statements of Operations on a straight-line basis over the lease term. The ROU asset is evaluated for impairment whenever events or circumstances indicate that the carrying amount may not be recoverable in accordance with ASC 360, Property, Plant and Equipment Leases The Company leases facilities for its corporate headquarters, many of its customer engagement centers, several regional support offices and data centers. These leases are classified as operating leases and are included in “Operating lease right-of-use assets,” “Operating lease liabilities” and “Long-term operating lease liabilities” in the accompanying Condensed Consolidated Balance Sheet as of September 30, 2019. The Company has no finance leases. Lease terms for the Company’s leases are generally three to 20 years with renewal options typically ranging from one month to five years and largely require the Company to pay a proportionate share of real estate taxes, insurance, common area maintenance, and other operating costs in addition to a base or fixed rent. The Company's operating leases have remaining lease terms of one month to 13 years as of September 30, 2019. The Company’s leases do not contain any material residual value guarantees or material restrictive covenants. The Company subleases certain of its facilities that have been abandoned before the expiration of the lease term. Operating lease costs on abandoned facilities are reduced by sublease income and included in “General and administrative” costs in the accompanying Condensed Consolidated Statements of Operations. The Company’s sublease arrangements do not contain renewal options or restrictive covenants. The Company’s subleases have varying remaining lease terms extending through 2025, and future contractual sublease income is expected to be $13.2 million over the remaining lease terms. Lease expense for lease payments is recognized on a straight-line basis over the lease term. The components of lease expense were as follows (in thousands): Statement of Operations Location Three Months Ended September 30, 2019 Nine Months Ended September 30, 2019 Operating lease cost Direct salaries and related costs $ 37 $ 170 Operating lease cost General and administrative 14,645 44,460 Short-term lease cost General and administrative 970 1,783 Variable lease cost Direct salaries and related costs — (1 ) Variable lease cost General and administrative 1,116 3,426 Sublease income General and administrative (870 ) (1,867 ) $ 15,898 $ 47,971 Supplemental cash flow information related to leases was as follows (in thousands): Nine Months Ended September 30, 2019 Cash paid for amounts included in the measurement of operating lease liabilities - operating cash flows $ 43,387 Right-of-use assets obtained in exchange for new operating lease liabilities 18,447 Additional supplemental information related to leases was as follows: September 30, 2019 Weighted average remaining lease term of operating leases 5.4 years Weighted average discount rate of operating leases 3.7 % Maturities of operating lease liabilities as of September 30, 2019 were as follows (in thousands): Amount 2019 (remainder of the year) $ 10,767 2020 57,324 2021 51,118 2022 39,370 2023 25,829 2024 and thereafter 55,475 Total future lease payments 239,883 Less: Imputed interest 23,552 Present value of future lease payments 216,331 Less: Operating lease liabilities 48,323 Long-term operating lease liabilities $ 168,008 As of September 30, 2019, the Company had additional operating leases for customer engagement centers that had not yet commenced with future lease payments of $0.7 million. These operating leases will commence during the fourth quarter of 2019 with lease terms between 1 and 6 years. Disclosures related to periods prior to adoption of ASC 842 Rental expense under operating leases, primarily included in “General and administrative” in the accompanying Condensed Consolidated Statement of Operations, for the three and nine months ended September 30, 2018 was $19.0 million and $53.6 million, respectively. The following is a schedule of future minimum rental payments required under operating leases that had noncancelable lease terms as of December 31, 2018 under ASC 840 (in thousands): Amount 2019 $ 53,071 2020 48,770 2021 43,324 2022 34,063 2023 22,583 2024 and thereafter 51,456 $ 253,267

Costs Associated with Exit or D

Costs Associated with Exit or Disposal Activities	9 Months Ended
	Sep. 30, 2019
Restructuring And Related Activities [Abstract]
Costs Associated with Exit or Disposal Activities	Note 4. Costs Associated with Exit or Disposal Activities During the first quarter of 2019, the Company initiated a restructuring plan to simplify and refine its operating model in the U.S. (the “Americas 2019 Exit Plan”), in part to improve agent attrition and absenteeism. The Americas 2019 Exit Plan includes, but is not limited to, closing customer contact management centers, consolidating leased space in various locations in the U.S. and management reorganization. The Company finalized these actions as of September 30, 2019. During the second quarter of 2018, the Company initiated a restructuring plan to manage and optimize capacity utilization, which included closing customer contact management centers and consolidating leased space in various locations in the U.S. and Canada (the “Americas 2018 Exit Plan”). The Company finalized the remainder of the site closures under the Americas 2018 Exit Plan as of December 2018, resulting in a reduction of 5,000 seats. The Company’s actions under both the Americas 2018 and 2019 Exit Plans are anticipated to result in general and administrative cost savings and lower depreciation expense. The cumulative costs expected and incurred to date related to cash and non-cash expenditures resulting from the Americas 2018 Exit Plan and the Americas 2019 Exit Plan are outlined below as of September 30, 2019 (in thousands): Americas 2018 Exit Plan Americas 2019 Exit Plan Lease obligations and facility exit costs (1) $ 7,073 $ 54 Severance and related costs (2) 3,426 191 Severance and related costs (1) 1,053 2,161 Non-cash impairment charges 5,875 1,582 Other non-cash charges — 244 $ 17,427 $ 4,232 (1) Included in “General and administrative” costs. (2) Included in “ Direct salaries and related costs. The Company has paid a total of $11.8 million in cash through September 30, 2019, of which $10.4 million related to the Americas 2018 Exit Plan and $1.4 million related to the Americas 2019 Exit Plan. The following table summarizes the accrued liability and related charges for the three months ended September 30, 2019 (in thousands): Americas 2018 Exit Plan Americas 2019 Exit Plan Lease Obligations and Facility Exit Costs Severance and Related Costs Total Lease Obligations and Facility Exit Costs Severance and Related Costs Total Balance at the beginning of the period $ 129 $ 222 $ 351 $ 54 $ 1,561 $ 1,615 Charges (reversals) included in "General and administrative" — 8 8 — (8 ) (8 ) Cash payments (33 ) (129 ) (162 ) — (649 ) (649 ) Balance at the end of the period $ 96 $ 101 $ 197 $ 54 $ 904 $ 958 The following table summarizes the accrued liability and related charges for the three months ended September 30, 2018 (in thousands): Americas 2018 Exit Plan Lease Obligations and Facility Exit Costs Severance and Related Costs Total Balance at the beginning of the period $ 2,815 $ 490 $ 3,305 Charges (reversals) included in "Direct salaries and related costs" — 3,015 3,015 Charges (reversals) included in "General and administrative" 3,832 331 4,163 Cash payments (1,440 ) (3,209 ) (4,649 ) Balance sheet reclassifications (1) 119 — 119 Balance at the end of the period $ 5,326 $ 627 $ 5,953 (1) Consists of the reclassification of deferred rent balances to the restructuring liability for locations subject to closure. The following table summarizes the accrued liability and related charges for the nine months ended September 30, 2019 (in thousands): Americas 2018 Exit Plan Americas 2019 Exit Plan Lease Obligations and Facility Exit Costs Severance and Related Costs Total Lease Obligations and Facility Exit Costs Severance and Related Costs Total Balance at the beginning of the period $ 1,769 $ 817 $ 2,586 $ — $ — $ — Charges (reversals) included in "Direct salaries and related costs" — (3 ) (3 ) — 191 191 Charges (reversals) included in "General and administrative" (4 ) 18 14 54 2,161 2,215 Cash payments (331 ) (731 ) (1,062 ) — (1,448 ) (1,448 ) Balance sheet reclassifications (1) (1,338 ) — (1,338 ) — — — Balance at the end of the period $ 96 $ 101 $ 197 $ 54 $ 904 $ 958 (1) Consists of the reclassification from the restructuring liability to “Operating lease liabilities” and “Long-term operating lease liabilities” upon adoption of ASC 842 on January 1, 2019. The following table summarizes the accrued liability and related charges for the nine months ended September 30, 2018 (in thousands): Americas 2018 Exit Plan Lease Obligations and Facility Exit Costs Severance and Related Costs Total Balance at the beginning of the period $ — $ — $ — Charges (reversals) included in "Direct salaries and related costs" — 3,417 3,417 Charges (reversals) included in "General and administrative" 6,860 550 7,410 Cash payments (1,869 ) (3,340 ) (5,209 ) Balance sheet reclassifications (1) 335 — 335 Balance at the end of the period $ 5,326 $ 627 $ 5,953 (1) Consists of the reclassification of deferred rent balances to the restructuring liability for locations subject to closure. Restructuring Liability Classification The following table summarizes the Company’s short-term and long-term accrued liabilities associated with its Americas 2018 and 2019 Exit Plans (in thousands): Americas 2018 Exit Plan Americas 2019 Exit Plan September 30, 2019 December 31, 2018 September 30, 2019 Lease obligations and facility exit costs: Included in "Accounts payable" $ — $ 100 $ 54 Included in "Other accrued expenses and current liabilities" 55 952 — Included in "Other long-term liabilities" 41 717 — 96 1,769 $ 54 Severance and related costs: Included in "Accrued employee compensation and benefits" 101 793 902 Included in "Other accrued expenses and current liabilities" — 24 2 101 817 904 $ 197 $ 2,586 $ 958 The long-term accrued restructuring liability relates to variable costs associated with future rent obligations to be paid through the remainder of the lease terms, the last of which ends in June 2021.

Fair Value

Fair Value	9 Months Ended
	Sep. 30, 2019
Fair Value Disclosures [Abstract]
Fair Value	Note 5. Fair Value ASC 820, Fair Value Measurements and Disclosures requires disclosure about how fair value is determined for assets and liabilities and establishes a hierarchy for how these assets and liabilities must be grouped, based on significant levels of observable or unobservable inputs. Observable inputs reflect market data obtained from independent sources, while unobservable inputs reflect the Company’s market assumptions. This hierarchy requires the use of observable market data when available. These two types of inputs have created the following fair value hierarchy: • Level 1 — Quoted prices for identical instruments in active markets. • Level 2 — Quoted prices for similar instruments in active markets; quoted prices for identical or similar instruments in markets that are not active; and model-derived valuations in which all significant inputs and significant value drivers are observable in active markets. • Level 3 — Valuations derived from valuation techniques in which one or more significant inputs or significant value drivers are unobservable . Determination of Fair Value — The Company generally uses quoted market prices (unadjusted) in active markets for identical assets or liabilities that the Company has the ability to access to determine fair value and classifies such items in Level 1. Fair values determined by Level 2 inputs utilize inputs other than quoted market prices included in Level 1 that are observable for the asset or liability, either directly or indirectly. Level 2 inputs include quoted market prices in active markets for similar assets or liabilities, and inputs other than quoted market prices that are observable for the asset or liability. Level 3 inputs are unobservable inputs for the asset or liability, and include situations where there is little, if any, market activity for the asset or liability. 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 exchange 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 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, if applicable. Cash, Short-Term and Other Investments and Accounts Payable The carrying values for cash, short-term and other investments and accounts payable approximate their fair values. Long-Term Debt The carrying value of long-term debt approximates its estimated fair value as the debt bears interest based on variable market rates, as outlined in the debt agreement. Foreign Currency Contracts — The Company enters into foreign currency forward contracts and options over the counter and values such contracts, including premiums paid on options, at fair value using quoted market prices of comparable instruments or, if none are available, on pricing models or formulas using current market and model assumptions, including adjustments for credit risk. The key inputs include forward or option foreign currency exchange rates and interest rates. These items are classified in Level 2 of the fair value hierarchy. Embedded Derivatives — Prior to the adoption of ASC 842, the Company had embedded derivatives within certain hybrid lease agreements that were bifurcated from the host contract and valued such contracts at fair value using significant unobservable inputs, which are classified in Level 3 of the fair value hierarchy. These unobservable inputs included expected cash flows associated with the lease, currency exchange rates on the day of commencement, as well as forward currency exchange rates, the results of which were adjusted for credit risk. These items were classified in Level 3 of the fair value hierarchy. See Note 3, Leases, and Note 7, Financial Derivatives, for further information. Investments Held in Rabbi Trust — The investment assets of the rabbi trust are valued using quoted market prices in active markets, which are classified in Level 1 of the fair value hierarchy. For additional information about the deferred compensation plan, refer to Note 8, Investments Held in Rabbi Trust. 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 (in thousands): Fair Value Measurements Using: Balance at Quoted Prices in Active Markets For Identical Assets Significant Other Observable Inputs Significant Unobservable Inputs September 30, 2019 Level 1 Level 2 Level 3 Assets: Foreign currency contracts (1) $ 2,576 $ — $ 2,576 $ — Equity investments held in rabbi trust for the Deferred Compensation Plan (2) 8,305 8,305 — — Debt investments held in rabbi trust for the Deferred Compensation Plan (2) 4,712 4,712 — — $ 15,593 $ 13,017 $ 2,576 $ — Liabilities: Foreign currency contracts (1) $ 425 $ — $ 425 $ — $ 425 $ — $ 425 $ — Fair Value Measurements Using: Balance at Quoted Prices in Active Markets For Identical Assets Significant Other Observable Inputs Significant Unobservable Inputs December 31, 2018 Level 1 Level 2 Level 3 Assets: Foreign currency contracts (1) $ 1,068 $ — $ 1,068 $ — Embedded derivatives (1) 10 — — 10 Equity investments held in rabbi trust for the Deferred Compensation Plan (2) 8,075 8,075 — — Debt investments held in rabbi trust for the Deferred Compensation Plan (2) 3,367 3,367 — — $ 12,520 $ 11,442 $ 1,068 $ 10 Liabilities: Foreign currency contracts (1) $ 2,895 $ — $ 2,895 $ — Embedded derivatives (1) 369 — — 369 $ 3,264 $ — $ 2,895 $ 369 (1) See Note 7, Financial Derivatives, for the classification in the accompanying Condensed Consolidated Balance Sheets. (2) Included in “Other current assets” in the accompanying Condensed Consolidated Balance Sheets. See Note 8, Investments Held in Rabbi Trust. Reconciliations of Fair Value Measurements Categorized within Level 3 of the Fair Value Hierarchy Embedded Derivatives in Lease Agreements A rollforward of the net asset (liability) activity in the Company’s fair value of the embedded derivatives is as follows (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2019 2018 2019 2018 Balance at the beginning of the period $ — $ (598 ) $ (359 ) $ (527 ) Derecognition of embedded derivatives (1) — — 359 — Gains (losses) recognized in "Other income (expense), net" — 159 — (6 ) Settlements — 38 — 118 Effect of foreign currency — (1 ) — 13 Balance at the end of the period $ — $ (402 ) $ — $ (402 ) Change in unrealized gains (losses) included in "Other income (expense), net" related to embedded derivatives held at the end of the period $ — $ 153 $ — $ (19 ) (1) Derecognition upon adoption of ASC 842 on January 1, 2019. See Note 3, Leases, for more information. Non-Recurring Fair Value Certain assets, under certain conditions, are measured at fair value on a nonrecurring basis utilizing Level 3 inputs, including goodwill, intangible assets, long-lived assets, ROU assets and equity method investments. 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 The following table summarizes the total impairment losses related to nonrecurring fair value measurements of certain assets (no liabilities) subject to the requirements of ASC 820 (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2019 2018 2019 2018 Americas: Property and equipment, net $ — $ (555 ) $ (343 ) $ (9,256 ) Operating lease right-of-use assets — — (1,368 ) — $ — $ (555 ) $ (1,711 ) $ (9,256 ) In connection with the closure of certain under-utilized customer contact management centers and the consolidation of leased space in the U.S. and Canada, the Company recorded impairment charges during the three and nine months ended September 30, 2019 and 2018 related to the exit of leased facilities as well as leasehold improvements, equipment, furniture and fixtures which were not recoverable. See Note 4, Costs Associated with Exit and Disposal Activities, for further information.

Goodwill and Intangible Assets

Goodwill and Intangible Assets	9 Months Ended
	Sep. 30, 2019
Goodwill And Intangible Assets Disclosure [Abstract]
Goodwill and Intangible Assets	Note 6. Goodwill and Intangible Assets Intangible Assets The following table presents the Company’s purchased intangible assets as of September 30, 2019 (in thousands): Gross Intangibles Accumulated Amortization Net Intangibles Weighted Average Amortization Period (years) Intangible assets subject to amortization: Customer relationships $ 189,177 $ (117,027 ) $ 72,150 10 Trade names and trademarks 19,093 (12,310 ) 6,783 8 Non-compete agreements 2,714 (2,088 ) 626 3 Content library 492 (492 ) — 2 Proprietary software 870 (660 ) 210 5 Intangible assets not subject to amortization: Domain names 80,710 — 80,710 N/A $ 293,056 $ (132,577 ) $ 160,479 5 The following table presents the Company’s purchased intangible assets as of December 31, 2018 (in thousands): Gross Intangibles Accumulated Amortization Net Intangibles Weighted Average Amortization Period (years) Intangible assets subject to amortization: Customer relationships $ 189,697 $ (106,502 ) $ 83,195 10 Trade names and trademarks 19,236 (10,594 ) 8,642 8 Non-compete agreements 2,746 (1,724 ) 1,022 3 Content library 517 (517 ) — 2 Proprietary software 1,040 (725 ) 315 4 Intangible assets not subject to amortization: Domain names 80,857 — 80,857 N/A $ 294,093 $ (120,062 ) $ 174,031 5 The Company’s estimated future amortization expense for the succeeding years relating to the purchased intangible assets resulting from acquisitions completed prior to September 30, 2019 is as follows (in thousands): Amount 2019 (remainder of the year) $ 4,054 2020 13,897 2021 9,312 2022 8,035 2023 7,205 2024 6,960 2025 and thereafter 30,306 Goodwill Changes in goodwill for the nine months ended September 30, 2019 consisted of the following (in thousands): January Acquisition- Related (1) Effect of Foreign Currency September 30, 2019 Americas $ 255,436 $ 1,202 $ 1,799 $ 258,437 EMEA 47,081 (124 ) (1,594 ) 45,363 $ 302,517 $ 1,078 $ 205 $ 303,800 Changes in goodwill for the year ended December 31, 2018 consisted of the following (in thousands): January Acquisition- Related (1) Effect of Foreign Currency December 31, 2018 Americas $ 258,496 $ 2,175 $ (5,235 ) $ 255,436 EMEA 10,769 36,361 (49 ) 47,081 $ 269,265 $ 38,536 $ (5,284 ) $ 302,517 (1) See Note 1, Overview and Basis of Presentation, for further information. The year ended December 31, 2018 includes the goodwill recorded upon acquisition of WhistleOut and Symphony, while the nine months ended September 30, 2019 includes the impact of adjustments to acquired goodwill upon finalization of working capital adjustments and the tax analysis of WhistleOut’s assets acquired and liabilities assumed. The Company 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 quantitative goodwill impairment test as of July 31, 2019. Under ASC 350, Intangibles – Goodwill and Other 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 projected long-term growth rate 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. 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 considered 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, 2019, the Company had eight reporting units, seven of which have goodwill. The Company concluded that goodwill was not impaired for all seven of its reporting units with goodwill, . The fair values of in excess of their carrying value. T Clearlink, Symphony, reporting units’ . The decrease in the Clearlink reporting unit’s cushion from the prior year was primarily attributable to a decrease in the projected long-term growth rate of the U.S. Gross Domestic Product as well as a decline in projected revenue growth. The decrease in the cushion from the prior year for the LATAM and Qelp reporting units was primarily attributable to an increase in the country-specific risk premiums which increased the applied weighted average cost of capital. Symphony was acquired by the Company in November 2018. The Clearlink, Symphony, LATAM and Qelp reporting units are at risk of future impairment if projected operating results are not met or other inputs into the fair value measurement model change. As of September 30, 2019, the Company believes there were no indicators of impairment related to Clearlink’s $74.1 million of goodwill, Symphony’s $35.7 million of goodwill, LATAM’s $19.2 million of goodwill and Qelp’s $9.7 million of goodwill.

Financial Derivatives

Financial Derivatives	9 Months Ended
	Sep. 30, 2019
Derivative Instruments And Hedging Activities Disclosure [Abstract]
Financial Derivatives	Note 7. Financial Derivatives Cash Flow Hedges – The Company has derivative assets and liabilities relating to outstanding forward contracts and options, designated as cash flow hedges, as defined under ASC 815, Derivatives and Hedging (“ASC 815”), consisting of Philippine Peso, Costa Rican Colon, Hungarian Forint and Romanian Leu contracts. These foreign currency contracts are entered into to hedge the exposure to variability in the cash flows of a specific asset or liability, or of a forecasted transaction that is attributable to changes in exchange rates. 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 Condensed Consolidated Balance Sheets were as follows (in thousands): September 30, 2019 December 31, 2018 Deferred gains (losses) in AOCI $ 1,553 $ (1,825 ) Tax on deferred gains (losses) in AOCI (47 ) (39 ) Deferred gains (losses) in AOCI, net of taxes $ 1,506 $ (1,864 ) Deferred gains (losses) expected to be reclassified to "Revenues" from AOCI during the next twelve months $ 1,553 Deferred gains (losses) and other future reclassifications from AOCI will fluctuate with movements in the underlying market price of the forward contracts and options as well as the related settlement of forecasted transactions. Non-Designated Hedges Foreign Currency Forward Contracts – The Company also periodically enters into foreign currency hedge contracts that are not designated as hedges as defined under ASC 815. The purpose of these derivative instruments is to protect the Company’s interests against adverse foreign currency moves relating primarily to intercompany receivables and payables, and other assets and liabilities that are denominated in currencies other than the Company’s subsidiaries’ functional currencies. Embedded Derivatives – The Company enters into c ertain lease agreements which require payments not denominated in the functional currency of any substantial party to the agreements. Prior to the adoption of ASC 842 on January 1, 2019, the foreign currency component of these contracts met the criteria under ASC 815 as embedded derivatives. The Company has determined that the embedded derivatives were not clearly and closely related to the economic characteristics and risks of the host contracts (lease agreements), and separate, stand-alone instruments with the same terms as the embedded derivative instruments would otherwise qualify as derivative instruments, thereby requiring separation from the lease agreements and recognition at fair value. Such instruments did not qualify for hedge accounting under ASC 815. The Company’s embedded derivatives were derecognized on January 1, 2019. The Company had the following outstanding foreign currency forward contracts and options, and embedded derivatives (in thousands): September 30, 2019 December 31, 2018 Contract Type Notional Amount in USD Settle Through Date Notional Amount in USD Settle Through Date Cash flow hedges: Options: US Dollars/Philippine Pesos $ 77,000 September 2020 $ 26,250 December 2019 Forwards: US Dollars/Philippine Pesos — — 39,000 September 2019 US Dollars/Costa Rican Colones 27,000 June 2020 67,000 December 2019 Euros/Hungarian Forints 752 December 2019 — — Euros/Romanian Leis 4,142 December 2019 — — Non-designated hedges: Forwards 25,161 November 2021 19,261 November 2021 Embedded derivatives — — 14,069 April 2030 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 $2.6 million and $1.1 million as of September 30, 2019 and December 31, 2018, 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 $2.4 million and $1.1 million as of September 30, 2019 and December 31, 2018, respectively, as of September 30, 2019 and December 31, 2018, 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 Condensed 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 Condensed Consolidated Balance Sheets (in thousands) Derivative Assets Balance Sheet Location September 30, 2019 December 31, 2018 Derivatives designated as cash flow hedging instruments: Foreign currency contracts Other current assets $ 2,358 $ 1,038 Derivatives not designated as hedging instruments: Foreign currency contracts Other current assets 81 30 Foreign currency contracts Deferred charges and other assets 137 — Embedded derivatives Other current assets — 10 Total derivative assets $ 2,576 $ 1,078 Derivative Liabilities Balance Sheet Location September 30, 2019 December 31, 2018 Derivatives designated as cash flow hedging instruments: Foreign currency contracts Other accrued expenses and current liabilities $ 28 $ 2,604 Derivatives not designated as hedging instruments: Foreign currency contracts Other accrued expenses and current liabilities 397 247 Foreign currency contracts Other long-term liabilities — 44 Embedded derivatives Other accrued expenses and current liabilities — 8 Embedded derivatives Other long-term liabilities — 361 Total derivative liabilities $ 425 $ 3,264 The following table presents the effect of the Company’s derivative instruments included in the accompanying condensed consolidated financial statements (in thousands) Location of Gains Three Months Ended September 30, Nine Months Ended September 30, (Losses) in Net Income 2019 2018 2019 2018 Revenues $ 397,547 $ 399,333 $ 1,189,478 $ 1,210,489 Derivatives designated as cash flow hedging instruments: Gains (losses) recognized in AOCI: Foreign currency contracts (36 ) (1,839 ) 4,733 (4,840 ) Gains (losses) reclassified from AOCI: Foreign currency contracts Revenues 1,134 183 1,264 619 Derivatives not designated as hedging instruments: Gains (losses) recognized from foreign currency contracts Other income (expense), net $ (363 ) $ (539 ) $ (828 ) $ (1,801 ) Gains (losses) recognized from embedded derivatives Other income (expense), net — 159 — (6 ) $ (363 ) $ (380 ) $ (828 ) $ (1,807 )

Investments Held in Rabbi Trust

Investments Held in Rabbi Trust	9 Months Ended
	Sep. 30, 2019
Investments Debt And Equity Securities [Abstract]
Investments Held in Rabbi Trust	Note 8. 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 Condensed Consolidated Balance Sheets, at fair value, consist of the following (in thousands): September 30, 2019 December 31, 2018 Cost Fair Value Cost Fair Value Mutual funds $ 9,455 $ 13,017 $ 8,864 $ 11,442 The mutual funds held in rabbi trust were 64% equity-based and 36% debt-based as of September 30, 2019. Net investment gains (losses) included in “Other income (expense), net” in the accompanying Condensed Consolidated Statements of Operations consists of the following (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2019 2018 2019 2018 Net realized gains (losses) from sale of trading securities $ 62 $ 10 $ 128 $ 42 Dividend and interest income 35 31 117 99 Net unrealized holding gains (losses) (56 ) 366 1,402 383 $ 41 $ 407 $ 1,647 $ 524

Borrowings

Borrowings	9 Months Ended
	Sep. 30, 2019
Debt Disclosure [Abstract]
Borrowings	Note 9. Borrowings On February 14, 2019, the Company entered into a $500 million senior revolving credit facility (the “2019 Credit Agreement”) with a group of lenders, KeyBank National Association, as Administrative Agent, Swing Line Lender and Issuing Lender (“KeyBank”), the lenders named therein, and KeyBanc Capital Markets Inc. as Lead Arranger and Sole Book Runner. The 2019 Credit Agreement replaced the Company’s previous $440 million revolving credit facility dated May 12, 2015 (the “2015 Credit Agreement”), which agreement was terminated simultaneous with entering into the 2019 Credit Agreement. The 2019 Credit Agreement is subject to certain borrowing limitations and includes certain customary financial and restrictive covenants. The 2019 Credit Agreement includes a $200 million alternate-currency sub-facility, a $15 million swingline sub-facility and a $15 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. The 2019 Credit Agreement matures on February 14, 2024 , and had outstanding borrowings of $ 77.0 million at September 30, 2019 and the 2015 Credit Agreement had outstanding borrowings of $ 102.0 million at December 31, 2018, included in “Long-term debt” in the accompanying Condensed Consolidated Balance Sheets. Borrowings under the 2019 Credit Agreement bear interest at the rates set forth in the 2019 Credit Agreement. In addition, the Company is required to pay certain customary fees, including a commitment fee determined quarterly based on the Company’s leverage ratio and due quarterly in arrears as calculated on the average unused amount of the 2019 Credit Agreement. The 2019 Credit Agreement is guaranteed by all 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 February 2019, the Company paid debt issuance costs of $1.1 million for the 2019 Credit Agreement, which is deferred and amortized over the term of the loan, along with the debt issuance costs of $0.3 million related to the 2015 Credit Agreement. The following table presents information related to our credit agreements (dollars in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2019 2018 2019 2018 Average daily utilization $ 91,935 $ 101,087 $ 92,495 $ 107,454 Interest expense (1) $ 899 $ 923 $ 2,783 $ 2,839 Weighted average interest rate (1) 3.9 % 3.6 % 4.0 % 3.6 % (1) Excludes the amortization of deferred loan fees and includes the commitment fee. In January 2018, the Company repaid $175.0 million of long-term debt outstanding under its 2015 Credit Agreement, primarily using funds repatriated from its foreign subsidiaries.

Accumulated Other Comprehensive

Accumulated Other Comprehensive Income (Loss)	9 Months Ended
	Sep. 30, 2019
Equity [Abstract]
Accumulated Other Comprehensive Income (Loss)	Note 10. Accumulated Other Comprehensive Income (Loss) The components of accumulated other comprehensive income (loss) consist of the following (in thousands): Foreign Currency Translation Adjustments Unrealized Gain (Loss) on Net Investment Hedge Unrealized Gain (Loss) on Cash Flow Hedging Instruments Unrealized Actuarial Gain (Loss) Related to Pension Liability Unrealized Gain (Loss) on Postretirement Obligation Total Balance at January 1, 2018 $ (36,315 ) $ 1,046 $ 2,471 $ 1,574 $ 120 $ (31,104 ) Pre-tax amount (22,158 ) — (4,287 ) 783 — (25,662 ) Tax (provision) benefit — — 84 47 — 131 Reclassification of (gain) loss to net income — — 6 (66 ) (80 ) (140 ) Foreign currency translation 220 — (138 ) (82 ) — — Balance at December 31, 2018 (58,253 ) 1,046 (1,864 ) 2,256 40 (56,775 ) Pre-tax amount (7,048 ) — 4,733 — — (2,315 ) Tax (provision) benefit — — (85 ) 10 — (75 ) Reclassification of (gain) loss to net income — — (1,186 ) (72 ) (15 ) (1,273 ) Foreign currency translation 56 — (92 ) 36 — — Balance at September 30, 2019 $ (65,245 ) $ 1,046 $ 1,506 $ 2,230 $ 25 $ (60,438 ) The following table summarizes the amounts reclassified to net income from accumulated other comprehensive income (loss) and the associated line item in the accompanying Condensed Consolidated Statements of Operations (in thousands): Three Months Ended September 30, Nine Months Ended September 30, Statements Operations 2019 2018 2019 2018 Location Gain (loss) on cash flow hedging instruments: (1) Pre-tax amount $ 1,134 $ 183 $ 1,264 $ 619 Revenues Tax (provision) benefit (33 ) 19 (78 ) 43 Income taxes Reclassification to net income 1,101 202 1,186 662 Actuarial gain (loss) related to pension liability: (2) Pre-tax amount 21 13 63 42 Other Tax (provision) benefit 3 3 9 9 Income taxes Reclassification to net income 24 16 72 51 Gain (loss) on postretirement obligation: (2),(3) Reclassification to net income 5 84 15 104 Other $ 1,130 $ 302 $ 1,273 $ 817 (1) See Note 7, Financial Derivatives, for further information. (2) See Note 14, Defined Benefit Pension Plan and Postretirement Benefits, for further information. (3) No related tax (provision) benefit. As discussed in Note 11, Income Taxes, for periods prior to December 31, 2017, any remaining outside basis differences 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 has been provided.

Income Taxes

Income Taxes	9 Months Ended
	Sep. 30, 2019
Income Tax Disclosure [Abstract]
Income Taxes	Note 11. Income Taxes The Company’s effective tax rates were as follows: Three Months Ended September 30, Nine Months Ended September 30, 2019 2018 2019 2018 Effective tax rate 23.9 % 4.4 % 23.8 % 2.6 % The increase in the effective tax rate for the three months ended September 30, 2019 as compared to 2018 was primarily due to a $1.9 million reduction in discrete taxes related to the resolution of uncertain tax positions and ancillary issues in the prior period. The increase was also affected by shifts in earnings among the various jurisdictions in which the Company operates. Several additional factors, none of which were individually material, also impacted the rate. The difference between the Company’s effective tax rate as compared to the U.S. statutory federal tax rate of 21.0% was primarily due to the tax impact of permanent differences, state income and foreign withholding taxes, partially offset by the recognition of net tax benefits resulting from foreign tax rate differentials, income earned in certain tax holiday jurisdictions and tax credits. The increase in the effective tax rate for the nine months ended September 30, 2019 as compared to 2018 was primarily due to a $5.3 million reduction in discrete taxes from the aforementioned changes in uncertain tax positions, including the settlement of tax audits and ancillary issues in the prior period. The increase was also affected by shifts in earnings among the various jurisdictions in which the Company operates. Several additional factors, none of which were individually material, also impacted the rate. The difference between the Company’s effective tax rate as compared to the U.S. statutory federal tax rate of 21.0% was primarily due to the tax impact of permanent differences, state income and foreign withholding taxes, partially offset by the recognition of net tax benefits resulting from foreign tax rate differentials, income earned in certain tax holiday jurisdictions and tax credits. The 2017 Tax Reform Act made significant changes to the Internal Revenue Code, including, but not limited to, a federal corporate tax rate decrease from 35% to 21% for tax years beginning after December 31, 2017, the transition of U.S. international taxation from a worldwide tax system to a participation exemption regime recorded $ 32.7 million as additional income tax expense in the fourth quarter of 2017, the period in which the legislation was signed into law. The $ 32.7 million estimate included the provisional amount related to the one-time transition tax on the mandatory deemed repatriati on of foreign earnings of $ 32.7 million based on cumulative foreign earnings of $ 531.8 million and $ 1.0 million of foreign withholding taxes on certain anticipated distributions. The provisional tax expense was partially offset by a provisional benefit of $ 1.0 million related to the remeasurement of certain deferred tax assets and liabilities, based on the rates at which they are expected to reverse in the future. The Company finalized the computation during the fourth quarter of 2018 and recorded a $ 0.2 million decrease during the year ended December 31, 2018 to the original provisional amount recorde d. Prior to December 31, 2017, no additional income taxes have been provided for any remaining outside basis differences inherent in the Company’s investments in its foreign subsidiaries as these amounts continue to be indefinitely reinvested in foreign operations. Determining the amount of unrecognized deferred tax liability related to any remaining outside basis difference in these entities is not practicable due to the inherent complexity of the multi-national tax environment in which the Company operates. 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. As of June 30, 2017, the Company determined that all material aspects of the Canadian audit were effectively settled pursuant to ASC 740. During the nine months ended September 30, 2018, the Company finalized procedures ancillary to the Canadian audit and recognized an additional $2.8 million income tax benefit due to the elimination of certain assessed penalties, interest and withholding taxes. The Company has no significant tax jurisdictions under audit; however, the Company is currently under audit in several tax jurisdictions. The Company believes it has adequate reserves related to all matters pertaining to the remaining audits. Should the Company experience unfavorable outcomes from these audits, such outcomes could have a significant impact on its financial condition, results of operations and cash flows.

Earnings Per Share

Earnings Per Share	9 Months Ended
	Sep. 30, 2019
Earnings Per Share [Abstract]
Earnings Per Share	Note 12. Earnings Per Share Basic earnings per share are 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 rabbi trust using the treasury stock method. The numbers of shares used in the earnings per share computation were as follows (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2019 2018 2019 2018 Basic: Weighted average common shares outstanding 41,190 42,136 41,808 42,070 Diluted: Dilutive effect of stock appreciation rights, restricted stock, restricted stock units and shares held in rabbi trust 117 68 100 131 Total weighted average diluted shares outstanding 41,307 42,204 41,908 42,201 Anti-dilutive shares excluded from the diluted earnings per share calculation 52 23 174 11 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”). On March 16, 2016, the Board authorized an increase of 5.0 million shares to the 2011 Share Repurchase Program for a total of 10.0 million shares. A total of 6.4 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 2011 Share Repurchase Program were as follows (none in 2018) (in thousands, except per share amounts): Total Number of Total Cost of Shares Range of Prices Paid Per Share Shares Repurchased Low High Repurchased Three Months Ended: September 30, 2019 369 $ 26.81 $ 28.00 $ 10,103 Nine Months Ended: September 30, 2019 1,140 $ 24.72 $ 28.00 $ 30,281

Commitments and Loss Contingenc

Commitments and Loss Contingency	9 Months Ended
	Sep. 30, 2019
Commitments And Contingencies Disclosure [Abstract]
Commitments and Loss Contingency	Note 13. Commitments and Loss Contingency Purchase Commitments T he Company enters into various purchase commitment 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 Loss Contingency Contingencies are recorded in the consolidated financial statements when it is probable that a liability will be incurred and the amount of the loss is reasonably estimable, or otherwise disclosed, in accordance with ASC 450, Contingencies (“ASC 450”). Significant judgment is required in both the determination of probability and the determination as to whether a loss is reasonably estimable. In the event the Company determines that a loss is not probable, but is reasonably possible, and it becomes possible to develop what the Company believes to be a reasonable range of possible loss, then the Company will include disclosures related to such matter as appropriate and in compliance with ASC 450. The Company received a state audit assessment and is currently rebutting the position. The Company has determined that the likelihood of a liability is reasonably possible and developed a range of possible loss up to $1.5 million, net of federal benefit. The Company, from time to time, is involved in legal actions arising in the ordinary course of business. With respect to any such other currently pending matters, management believes that the Company has adequate legal defenses and/or, when possible and appropriate, has 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, results of operations or cash flows.

Defined Benefit Pension Plan an

Defined Benefit Pension Plan and Postretirement Benefits	9 Months Ended
	Sep. 30, 2019
Compensation And Retirement Disclosure [Abstract]
Defined Benefit Pension Plan and Postretirement Benefits	Note 14. Defined Benefit Pension Plan and Postretirement Benefits Defined Benefit Pension Plans The following table provides information about the net periodic benefit cost for the Company’s pension plans (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2019 2018 2019 2018 Service cost $ 98 $ 106 $ 296 $ 329 Interest cost 62 46 186 144 Recognized actuarial (gains) (21 ) (13 ) (63 ) (42 ) $ 139 $ 139 $ 419 $ 431 The Company’s service cost for its qualified pension plans was included in “Direct salaries and related costs” and “General and administrative” costs in its Condensed Consolidated Statements of Operations for the three and nine months ended September 30, 3019 and 2018. The remaining components of net periodic benefit cost were included in “Other income (expense), net” in the Company’s Condensed Consolidated Statements of Operations for the three and nine months ended September 30, 2019 and 2018. 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 Condensed Consolidated Statements of Operations were as follows (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2019 2018 2019 2018 401(k) plan contributions $ 410 $ 392 $ 1,295 $ 1,195 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 Condensed Consolidated Balance Sheets were as follows (in thousands): September 30, 2019 December 31, 2018 Postretirement benefit obligation $ 6 $ 12 Unrealized gains (losses) in AOCI (1) 25 40 (1) Unrealized gains (losses) are due to changes in discount rates related to the postretirement obligation.

Stock-Based Compensation

Stock-Based Compensation	9 Months Ended
	Sep. 30, 2019
Disclosure Of Compensation Related Costs Sharebased Payments [Abstract]
Stock-Based Compensation	Note 15. Stock-Based Compensation The Company’s Board of Directors adopted the Sykes Enterprises, Incorporated 2019 Equity Incentive Plan (the “2019 Plan”) on March 12, 2019. The 2019 Plan was approved by the shareholders at the May 2019 annual shareholder meeting. The 2019 Plan replaced and superseded the Company’s 2011 Equity Incentive Plan (the “2011 Plan”). The outstanding awards granted under the 2011 Plan will remain in effect until their exercise, expiration or termination. The 2019 Plan permits the grant of restricted stock, stock appreciation rights, stock options and other stock-based awards to certain employees of, and certain non-employees who provide services to, the Company in order to encourage them to remain in the employment of, or to faithfully provide services to, the Company and to increase their interest in the Company’s success. The Company’s stock-based compensation plans include the 2019 Plan for employees and certain non-employees, the Non-Employee Director Fee Plan for non-employee directors and the Deferred Compensation Plan for certain eligible employees. Stock-based awards under these plans may consist of common stock, stock options, cash-settled or stock-settled stock appreciation rights, restricted stock and other stock-based awards. The Company issues stock and uses treasury stock to satisfy stock option exercises or vesting stock awards. The methods and assumptions used in the determination of the fair value of stock-based awards are consistent with those described in the consolidated financial statements and notes thereto included in the Company’s Annual Report on Form 10-K for the year ended December 31, 2018. The following table summarizes the stock-based compensation expense (primarily in the Americas) and income tax benefits related to the stock-based compensation, both plan and non-plan related (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2019 2018 2019 2018 Stock-based compensation (expense) (1) $ (1,504 ) $ (1,567 ) $ (5,594 ) $ (5,317 ) Income tax benefit (2) 361 376 1,343 1,276 (1) Included in "General and administrative" costs in the accompanying Condensed Consolidated Statements of Operations. (2) Included in "Income taxes" in the accompanying Condensed Consolidated Statements of Operations . During the nine months ended September 30, 2019, the Company granted 338,732 performance-based restricted shares and 169,367 employment-based restricted stock units under the Company’s 2011 Plan, all at a weighted average grant-date fair value of $28.43 per share. During the three and nine months ended September 30, 2019, the Company accelerated the vesting of 35,577 acquisition-related restricted stock units in conjunction with the departure of one of Symphony’s executives from the Company. The fair value of the vested restricted stock units was $1.1 million.

Segments and Geographic Informa

Segments and Geographic Information	9 Months Ended
	Sep. 30, 2019
Segment Reporting [Abstract]
Segments and Geographic Information	Note 16. 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 engagement solutions (with an emphasis on inbound technical support, digital support and demand generation, and customer service) and technical staffing and (2) EMEA, which includes Europe, the Middle East and Africa, and provides outsourced customer engagement 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 engagement needs. Information about the Company’s reportable segments is as follows (in thousands): Americas EMEA Other (1) Consolidated Three Months Ended September 30, 2019: Revenues $ 318,097 $ 79,427 $ 23 $ 397,547 Percentage of revenues 80.0 % 20.0 % 0.0 % 100.0 % Depreciation, net $ 10,086 $ 1,611 $ 752 $ 12,449 Amortization of intangibles $ 3,289 $ 814 $ — $ 4,103 Income (loss) from operations $ 34,516 $ 5,688 $ (15,498 ) $ 24,706 Total other income (expense), net (912 ) (912 ) Income taxes (5,689 ) (5,689 ) Net income $ 18,105 Three Months Ended September 30, 2018: Revenues $ 328,762 $ 70,543 $ 28 $ 399,333 Percentage of revenues 82.3 % 17.7 % 0.0 % 100.0 % Depreciation, net $ 11,838 $ 1,473 $ 761 $ 14,072 Amortization of intangibles $ 3,439 $ 199 $ — $ 3,638 Income (loss) from operations $ 25,666 $ 5,098 $ (16,318 ) $ 14,446 Total other income (expense), net (66 ) (66 ) Income taxes (628 ) (628 ) Net income $ 13,752 Nine Months Ended September 30, 2019: Revenues $ 953,181 $ 236,231 $ 66 $ 1,189,478 Percentage of revenues 80.1 % 19.9 % 0.0 % 100.0 % Depreciation, net $ 32,252 $ 4,865 $ 2,281 $ 39,398 Amortization of intangibles $ 10,015 $ 2,501 $ — $ 12,516 Income (loss) from operations $ 91,168 $ 11,840 $ (46,295 ) $ 56,713 Total other income (expense), net (2,815 ) (2,815 ) Income taxes (12,837 ) (12,837 ) Net income $ 41,061 Nine Months Ended September 30, 2018: Revenues $ 996,524 $ 213,890 $ 75 $ 1,210,489 Percentage of revenues 82.3 % 17.7 % 0.0 % 100.0 % Depreciation, net $ 36,856 $ 4,360 $ 2,252 $ 43,468 Amortization of intangibles $ 10,846 $ 634 $ — $ 11,480 Income (loss) from operations $ 71,354 $ 11,957 $ (48,121 ) $ 35,190 Total other income (expense), net (2,457 ) (2,457 ) Income taxes (855 ) (855 ) Net income $ 31,878 (1) Other items (including corporate and other costs, other income and expense, and income taxes) are included for purposes of reconciling to the Company’s consolidated totals as shown in the tables above for the periods shown. Inter-segment revenues are not material to the Americas and EMEA segment results. The Company’s reportable segments are evaluated regularly by its chief operating decision maker to decide how to allocate resources and assess performance. The chief operating decision maker evaluates performance based upon reportable segment revenue and income (loss) from operations. Because assets by segment are not reported to or used by the Company’s chief operating decision maker to allocate resources, or to assess performance, total assets by segment are not disclosed. The following table represents a disaggregation of revenue from contracts with customers by geographic location and by the reportable segment for each category (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2019 2018 2019 2018 Americas: United States $ 144,698 $ 161,429 $ 451,466 $ 498,523 The Philippines 65,560 57,953 180,431 174,610 Costa Rica 31,228 33,120 93,524 96,168 Canada 24,815 25,549 74,885 77,566 El Salvador 20,904 20,732 61,447 61,327 People's Republic of China 8,681 8,337 26,489 25,834 Australia 7,425 8,619 22,382 24,021 Mexico 7,016 6,221 20,648 18,171 Colombia 4,513 4,704 13,957 13,395 Other 3,257 2,098 7,952 6,909 Total Americas 318,097 328,762 953,181 996,524 EMEA: Germany 23,471 22,448 70,148 69,027 United Kingdom 18,141 12,333 52,759 37,640 Sweden 12,850 13,422 39,891 41,226 Romania 8,457 8,704 24,850 25,031 Other 16,508 13,636 48,583 40,966 Total EMEA 79,427 70,543 236,231 213,890 Total Other 23 28 66 75 $ 397,547 $ 399,333 $ 1,189,478 $ 1,210,489 Revenues are attributed to countries based on location of customer, except for revenues for The Philippines, Costa Rica, the People’s Republic of China and India, which are primarily comprised of customers located in the U.S. but serviced by centers in those respective geographic locations.

Other Income (Expense)

Other Income (Expense)	9 Months Ended
	Sep. 30, 2019
Other Income And Expenses [Abstract]
Other Income (Expense)	Note 17. Other Income (Expense) Other income (expense), net consists of the following (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2019 2018 2019 2018 Foreign currency transaction gains (losses) $ 430 $ 1,066 $ (107 ) $ 3,155 Gains (losses) on derivative instruments not designated as hedges (363 ) (380 ) (828 ) (1,807 ) Net investment gains (losses) on investments held in rabbi trust 41 407 1,647 524 Other miscellaneous income (expense) (163 ) (174 ) (690 ) (1,335 ) $ (55 ) $ 919 $ 22 $ 537

Related Party Transactions

Related Party Transactions	9 Months Ended
	Sep. 30, 2019
Related Party Transactions [Abstract]
Related Party Transactions	Note 18. Related Party Transactions In January 2008, the Company entered into a lease for a customer engagement 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 former 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. The Company paid $0.1 million to the landlord during both the three months ended September 30, 2019 and 2018 under the terms of the lease. The Company paid $0.4 million and $0.3 million during the nine months ended September 30, 2019 and 2018, respectively. The Company contracted to receive services from XSell, an equity method investee, for $0.1 million during the three months ended September 30, 2018 (none in 2019), and less than $0.1 million and $0.1 million during the nine months ended September 30, 2019 and 2018, respectively. These related party transactions occurred in the normal course of business on terms and conditions that are similar to those of transactions with unrelated parties and, therefore, were measured at the exchange amount

Subsequent Event

Subsequent Event	9 Months Ended
	Sep. 30, 2019
Subsequent Events [Abstract]
Subsequent Event	Note 19. Subsequent Event In May 2019, the building that houses the Company’s customer engagement center located in Fort Smith, Arkansas experienced significant damage as a result of a tornado, primarily impacting its leasehold improvements and other fixed assets, and causing an interruption in its business operations. The Company filed an insurance claim of $2.9 million with its property insurance company. The Company settled the claim with its insurance company on November 5, 2019. The Company expects to recognize a gain on settlement of the insurance claim in the range of $0.8 million to $1.3 million during the fourth quarter of 2019. This gain was offset by costs recognized in previous quarters not covered by the insurance claim.

Overview and Basis of Present_2

Overview and Basis of Presentation (Policies)	9 Months Ended
	Sep. 30, 2019
Organization Consolidation And Presentation Of Financial Statements [Abstract]
Business	Business — Sykes Enterprises, Incorporated and consolidated subsidiaries (“SYKES” or the “Company”) is a leading provider of multichannel demand generation and global customer engagement services. SYKES provides differentiated full lifecycle customer engagement solutions and services primarily to Global 2000 companies and their end customers, principally within the financial services, communications, technology, transportation & leisure, healthcare and other industries. SYKES primarily provides customer engagement solutions and services with an emphasis on inbound multichannel demand generation, customer service and technical support to its clients’ customers. Utilizing SYKES’ integrated onshore/offshore global delivery model, SYKES provides its services through multiple communication channels including phone, e-mail, social media, text messaging, chat and digital self-service. SYKES also provides various enterprise support services in the United States that include services for its clients’ internal support operations, from technical staffing services to outsourced corporate help desk services. In Europe, SYKES also provides fulfillment services, which include order processing, payment processing, inventory control, product delivery and product returns handling. Additionally, through the Company’s acquisition of robotic processing automation (“RPA”) provider Symphony Ventures Ltd (“Symphony”) coupled with its investment in artificial intelligence (“AI”) through XSell Technologies, Inc. (“XSell”) , the Company also provides a suite of solutions such as consulting, implementation, hosting and managed services that optimizes its differentiated full lifecycle management services platform. The Company has operations in two reportable segments entitled (1) the Americas, in which the client base is primarily companies in the United States that are using the Company’s services to support their customer management needs, which includes the United States, Canada, Latin America, Australia and the Asia Pacific Rim; and (2) EMEA, which includes Europe, the Middle East and Africa. U.S. 2017 Tax Reform Act On December 20, 2017, the Tax Cuts and Jobs Act (the “2017 Tax Reform Act”) was approved by Congress and received presidential approval on December 22, 2017. In general, the 2017 Tax Reform Act reduced the U.S. federal corporate tax rate from 35% to 21%, effective in 2018. The 2017 Tax Reform Act moved from a worldwide business taxation approach to a participation exemption regime. The 2017 Tax Reform Act also imposed base-erosion prevention measures on non-U.S. earnings of U.S. entities, as well as a one-time mandatory deemed repatriation tax on accumulated non-U.S. earnings. The impact of the 2017 Tax Reform Act on the Company’s consolidated financial results began with the fourth quarter of 2017, the period of enactment. See Note 11, Income Taxes, for further information. Acquisitions Symphony Acquisition On October 18, 2018, the Company, as guarantor, and its wholly-owned subsidiary, SEI International Services S.a.r.l, a Luxembourg company, entered into the Symphony Purchase Agreement with Pascal Baker, Ian Barkin, David Brain, David Poole, FIS Nominee Limited, Baronsmead Venture Trust plc and Baronsmead Second Venture Trust plc (together, the “Symphony Sellers”) to acquire all of the outstanding shares of Symphony. Symphony, headquartered in London, England, provides RPA services, offering RPA consulting, implementation, hosting and managed services for front, middle and back-office processes. Symphony serves numerous industries globally, including financial services, healthcare, business services, manufacturing, consumer products, communications, media and entertainment. The aggregate purchase price was GBP 52.5 million ($67.6 million), subject to a post-closing working capital adjustment, of which the Company paid GBP 44.6 million ($57.6 million) at the closing of the transaction on November 1, 2018 using cash on hand as well as $31.0 million of additional borrowings under the Company’s credit agreement. The acquisition date present value of the remaining GBP 7.9 million ($10.0 million) of purchase price has been deferred and is payable in equal installments over three years, on or around November 1, 2019, 2020 and 2021. The Symphony Purchase Agreement also provides for a three-year, retention based earnout payable in restricted stock units (“RSUs”) with a value of GBP 3.0 million. The Symphony Purchase Agreement contains customary representations and warranties, indemnification obligations and covenants. Subsequent to the finalization of the working capital adjustments during the quarter ended March 31 , 2019, the purchase price was adjusted to GBP 52.4 million ($ 67.5 m illion). The acquisition resulted in $ 26.1 million of intangible assets, primarily customer relationships and trade names, $ 2.2 million of fixed assets and $ million of goodwill. The Company accounted for the Symphony acquisition in accordance with Accounting Standards Codification (“ASC”) 805, Business Combinations , WhistleOut Acquisition On July 9, 2018, the Company, as guarantor, and its wholly-owned subsidiaries, Sykes Australia Pty Ltd, an Australian company, and Clear Link Technologies, LLC, a Delaware limited liability company, entered into and closed the WhistleOut Sale Agreement with WhistleOut Nominees Pty Ltd as trustee for the WhistleOut Holdings Unit Trust, CPC Investments USA Pty Ltd, JJZL Pty Ltd, Kenneth Wong as trustee for Wong Family Trust and C41 Pty Ltd as trustee for the Ottery Family Trust (together, the “WhistleOut Sellers”) to acquire all of the outstanding shares of WhistleOut. The WhistleOut Sale Agreement contained customary representations and warranties, indemnification obligations and covenants. The aggregate purchase price of AUD 30.2 million ($22.4 million) was paid at the closing of the transaction on July 9, 2018. Subsequent to the finalization of the working capital adjustments during the quarter ended March 31, 2019, the purchase price was adjusted to AUD 30.3 million ($22.5 million). The purchase price was funded through $22.0 million of additional borrowings under the Company’s credit agreement. The WhistleOut Sale Agreement provides for a three-year, retention based earnout of AUD 14.0 million payable in three installments on or about July 1, 2019, 2020 and 2021. The Company paid the first installment of the earn-out of AUD 6.0 million ($4.2 million) in July 2019. The Company accounted for the WhistleOut acquisition in accordance with ASC 805 ,
Basis of Presentation	Basis of Presentation — The accompanying unaudited condensed consolidated financial statements have been prepared in accordance with accounting principles generally accepted in the United States of America (“generally accepted accounting principles” or “U.S. GAAP”) for interim financial information, the instructions to Form 10-Q and Article 10 of Regulation S-X. Accordingly, they do not include all of the information and notes required by generally accepted accounting principles for complete financial statements. In the opinion of management, all adjustments (consisting of normal recurring accruals) considered necessary for a fair presentation have been included. Operating results for the three and nine months ended September 30, 2019 are not necessarily indicative of the results that may be expected for any future quarters or the year ending December 31, 2019. For further information, refer to the consolidated financial statements and notes thereto included in the Company’s Annual Report on Form 10-K for the year ended December 31, 2018 , as filed with the Securities and Exchange Commission (“SEC”) on February 26, 2019.
Principles of Consolidation	Principles of Consolidation — The condensed consolidated financial statements include the accounts of SYKES and its wholly-owned subsidiaries and controlled majority-owned subsidiaries. Investments in less than majority-owned subsidiaries in which the Company does not have a controlling interest, but does have significant influence, are accounted for as equity method investments. All intercompany transactions and balances have been eliminated in consolidation.
Use of Estimates	Use of Estimates — The preparation of condensed consolidated financial statements in conformity with U.S. GAAP requires the Company to make estimates and assumptions that affect the reported amounts of assets and liabilities and disclosure of contingent assets and liabilities at the date of the financial statements and the reported amounts of revenues and expenses during the reporting period. Actual results could differ from those estimates.
Subsequent Events	Subsequent Events — Subsequent events or transactions have been evaluated through the date and time of issuance of the condensed consolidated financial statements. On November 5, 2019, the Company settled an insurance claim related to damage to its customer engagement center located in Fort Smith, Arkansas. See Note 19, Subsequent Event, for further information. There were no other material subsequent events that required recognition or disclosure in the accompanying condensed consolidated financial statements.
Cash, Cash Equivalents and Restricted Cash	Cash, Cash Equivalents and Restricted Cash — Cash and cash equivalents consist of cash and highly liquid short-term investments, primarily held in non-interest-bearing investments which have original maturities of less than 90 days. Restricted cash includes cash whereby the Company’s ability to use the funds at any time is contractually limited or is generally designated for specific purposes arising out of certain contractual or other obligations. The following table provides a reconciliation of cash and cash equivalents and restricted cash reported in the Condensed Consolidated Balance Sheets that sum to the amounts reported in the Condensed Consolidated Statements of Cash Flows (in thousands): September 30, 2019 December 31, 2018 September 30, 2018 December 31, 2017 Cash and cash equivalents $ 142,572 $ 128,697 $ 157,268 $ 343,734 Restricted cash included in "Other current assets" 563 149 158 154 Restricted cash included in "Deferred charges and other assets" 1,432 1,385 893 917 $ 144,567 $ 130,231 $ 158,319 $ 344,805
Investments in Equity Method Investees	Investments in Equity Method Investees — In July 2017, the Company made a strategic investment of $10.0 million in XSell for 32.8% of XSell’s preferred stock. The Company is incorporating XSell’s machine learning and AI algorithms into its business. The Company believes this will increase the sales performance of its agents to drive revenue for its clients, improve the experience of the Company’s clients’ end customers and enhance brand loyalty, reduce the cost of customer care and leverage analytics and machine learning to source the best agents and improve their performance. The Company’s net investment in XSell of $8.8 million and $9.2 million was included in “Deferred charges and other assets” in the accompanying Condensed Consolidated Balance Sheets as of September 30, 2019 and December 31, 2018, respectively. The Company’s investment was paid in two installments of $5.0 million, one in July 2017 and one in August 2018. The Company’s proportionate share of XSell’s net (loss) of $(0.1) million and $(0.2) million for the three months ended September 30, 2019 and 2018, respectively, and $(0.3) million and $(0.4) million for the nine months ended September 30, 2019 and 2018, respectively, was included in “Other income (expense), net” in the accompanying Condensed Consolidated Statements of Operations. As of September 30, 2019 and December 31, 2018, the Company did not identify any instances where the carrying values of its equity method investments were not recoverable.
Customer-Acquisition Advertising Costs	Customer-Acquisition Advertising Costs — The Company’s advertising costs are expensed as incurred. Total advertising costs included in “Direct salaries and related costs” in the accompanying Condensed Consolidated Statements of Operations were as follows (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2019 2018 2019 2018 Customer-acquisition advertising costs $ 11,188 $ 13,907 $ 33,328 $ 35,835
Reclassifications	Reclassifications — Certain balances in the prior period have been reclassified to conform to current period presentation.
New Accounting Standards Not Yet Adopted	New Accounting Standards Not Yet Adopted Fair Value Measurements In August 2018, the Financial Accounting Standards Board (“FASB”) issued Accounting Standards Update (“ASU”) 2018-13, Fair Value Measurement (Topic 820) – Disclosure Framework – Changes to the Disclosure Requirements for Fair Value Measurement (“ASU 2018-13”). These amendments These amendments are effective for fiscal years, and interim periods within those fiscal years, beginning after December 15, 2019. Certain of the amendments will be applied prospectively in the initial year of adoption while the remainder are required to be applied retrospectively to all periods presented upon their effective date. Early adoption is permitted. The Company does not expect its adoption o f ASU 2018-13 to have a material impact on its disclosures and does not expect to early adopt the standard . Retirement Benefits In August 2018, the FASB issued ASU 2018-14, Compensation – Retirement Benefits – Defined Benefit Plans - General (Subtopic 715-20) – Disclosure Framework – Changes to the Disclosure Requirements for Defined Benefit Plans (“ASU 2018-14”). These amendments These amendments are effective for fiscal years ending after December 15, 2020, with early adoption permitted. The Company does not expect its adoption of ASU 2018-14 to have a material impact on its financial condition, results of operations, cash flows or disclosures and does not expect to early adopt the standard. Cloud Computing In August 2018, the FASB issued ASU 2018-15, Intangibles – Goodwill and Other – Internal-Use Software (Subtopic 350-40) – Customer’s Accounting for Implementation Costs Incurred in a Cloud Computing Arrangement That Is a Service Contract (“ASU 2018-15”). These amendments These amendments are effective for fiscal years beginning after December 15, 2019, and interim periods within those fiscal years, with early application permitted in any interim period after issuance of this update. The amendments should be applied either retrospectively or prospectively to all implementation costs incurred after the date of adoption. The Company does not expect its adoption of ASU 2018-15 to have a material impact on its financial condition, results of operations, cash flows or disclosures and does not expect to early adopt the standard. Financial Instruments – Credit Losses In June 2016, the FASB issued ASU 2016-13, Financial Instruments – Credit Losses (Topic 326) – Measurement of Credit Losses on Financial Instruments (“ASU 2016-13”). These amendments held. Entities are required to measure all expected credit losses for most financial assets held at the reporting date based on an expected loss model which includes historical experience, current conditions, and reasonable and supportable forecasts. Subsequently, the FASB issued ASU 2018-19, Codification Improvements to Topic 326, Financial Instruments—Credit Losses in November 2018 and ASU 2019-05, Financial Instruments – Credit Losses (Topic 326) Targeted Transition Relief in May 2019 (together, “subsequent amendments”). ASU 2016-13 and the subsequent amendments are effective for fiscal years beginning after December 15, 2019, and interim periods within those fiscal years. Early adoption is permitted. The Company’s implementation team is substantially complete with the assessment of its data and the design of its financial models to estimate expected credit losses and continues to evaluate the critical factors of ASU 2016-13 to determine its impact on the Company’s business processes, systems, and internal controls. The Company expects ASU 2016-13 to apply to its trade receivables but does not expect the adoption of the amendments to have a material impact on its financial condition, results of operations or cash flows because credit losses associated with trade receivables have historically been insignificant. The adoption of ASU 2016-13 will require expanded quantitative and qualitative disclosures about the Company’s expected credit losses. Additionally, the Company does not anticipate early adopting ASU 2016-13. Codification Improvements – Financial Instruments – Credit Losses, Derivatives and Hedging, and Financial Instruments In April 2019, the FASB issued ASU 2019-04, Codification Improvements to Topic 326, Financial Instruments – Credit Losses, Derivatives and Hedging, and Topic 825, Financial Instruments (“ASU 2019-04”). These amendments . The credit losses and hedging amendments have the same effective dates as the respective standards, unless an entity has already adopted the standards. The amendments related to recognizing and measuring financial instruments are effective for fiscal years beginning after December 15, 2019, including interim periods within those fiscal years. Early adoption is permitted. The Company does not expect the adoption of ASU 2019-04 to have a material impact on its financial condition, results of operations, cash flows or disclosures.
New Accounting Standards Recently Adopted	New Accounting Standards Recently Adopted Leases In February 2016, the FASB issued ASU 2016-02, Leases (Topic 842) Leases See Note 3, Leases, for further details as well as the Company’s significant accounting policy for leases. Derivatives and Hedging In August 2017, the FASB issued ASU 2017-12, Derivatives and Hedging (Topic 815) – Targeted Improvements to Accounting for Hedge Activities (“ASU 2017-12”). These amendments help simplify certain aspects of hedge accounting and better align an entity’s risk management activities and financial reporting for hedging relationships through changes to both the designation and measurement guidance for qualifying hedging relationships and the presentation of hedge results. For cash flow and net investment hedges as of the adoption date, the guidance requires a modified retrospective approach. The amended presentation and disclosure guidance is required only prospectively. These amendments are effective for fiscal years beginning after December 15, 2018, and interim periods within those fiscal years, with early application permitted in any interim period after issuance of this update. The adoption of ASU 2017-12 on January 1, 2019 did not have a material impact on the financial condition, results of operations, cash flows or disclosures of the Company. No cumulative-effect adjustment was recorded to opening retained earnings on the date of adoption as there was no ineffectiveness previously recorded in retained earnings that would have been included in other comprehensive income if the new guidance had been applied since hedge inception. Upon adoption of ASU 2017-12, the Company elected the spot method for assessing the effectiveness of net investment hedges and will record the amortization of excluded components of net investment hedges in “Other income (expense), net” in its consolidated financial statements.
Revenue from Contracts with Customers	Revenue from Contracts with Customers The Company recognizes revenues in accordance with ASC 606, whereby revenues are recognized when control of the promised goods or services is transferred to the Company’s customers, in an amount that reflects the consideration it expects to be entitled to in exchange for those goods or services. Deferred Revenue The Company receives up-front fees in connection with certain contracts. In accordance with ASC 606, the up-front fees are recorded as a contract liability only to the extent a legally enforceable contract exists. Accordingly, the up-front fees allocated to a contract’s termination notification period, typically varying periods up to 180 days, are recorded as deferred revenue, while the fees that extend beyond the notification period are classified as customer arrangements with termination rights. Revenues of $0.2 million and $0.1 million were recognized during the three months ended September 30, 2019 and 2018, respectively, and revenues of $3.6 million and $4.3 million were recognized during the nine months ended September 30, 2019 and 2018, respectively, from amounts included in deferred revenue at December 31, 2018 and January 1, 2018, respectively. The Company expects to recognize the majority of its deferred revenue as of September 30, 2019 over the next 180 days. Customer Liabilities – Customer Arrangements with Termination Rights The majority of the Company’s contracts include termination for convenience or without cause provisions allowing either party to cancel the contract without substantial cost or penalty within a defined notification period (“termination rights”). Customer arrangements with termination rights represent the amount of up-front fees received for unsatisfied performance obligations for periods that extend beyond the legally enforceable contract period. All customer arrangements with termination rights are classified as current as the customer can terminate the contracts and demand pro-rata refunds of the up-front fees over varying periods, typically up to 180 days. The Company expects to recognize the majority of the customer arrangements with termination rights into revenue as the Company has not historically experienced a high rate of early contract terminations. Customer Liabilities – Estimated Refund Liabilities Estimated refund liabilities represent consideration received under the contract that the Company expects to ultimately refund to the customer and primarily relates to estimated penalties, holdbacks and chargebacks. Penalties and holdbacks result from the failure to meet specified minimum service levels in certain contracts and other performance-based contingencies. Chargebacks reflect the right of certain of the Company’s clients to chargeback accounts that do not meet certain requirements for specified periods after a sale has occurred. Estimated refund liabilities are generally resolved in 180 days, once it is determined whether the requisite service levels and client requirements were achieved to settle the contingency.
Leases	Accounting Policy In determining whether a contract contains a lease, the Company assesses whether the arrangement meets all three of the following criteria: 1) there is an identified asset; 2) the Company has the right to obtain substantially all the economic benefits from use of the identified asset; and 3) the Company has the right to direct the use of the identified asset. This involves evaluating whether the Company has the right to operate the asset or to direct others to operate the asset in a manner that it determines without the supplier having the right to change those operating instructions, as well as evaluating the Company’s involvement in the design of the asset. The Company capitalizes operating lease obligations with initial terms in excess of 12 months as ROU assets with corresponding lease liabilities on its balance sheet. Operating lease ROU assets represent the Company’s right to use an underlying asset for the lease term, and operating lease liabilities represent the Company’s obligation to make lease payments arising from the lease. Operating lease ROU assets and liabilities are recognized at the commencement date based on the present value of lease payments over the lease term. Additionally, the ROU asset is adjusted for lease incentives, prepaid lease payments and initial direct costs. Operating lease expense is recognized on a straight-line basis over the lease term. The Company has lease agreements with lease and non-lease components, such as real estate taxes, insurance, common area maintenance and other operating costs. Lease and non-lease components Certain of the Company’s lease agreements include rental payments that adjust periodically based on an index or rate, generally the applicable Consumer Price Index (“CPI”). The operating lease liability is measured using the prevailing index or rate at the measurement date (i.e., the commencement date); however, the most recent CPI in effect as of January 1, 2019 was used to effectuate the adoption of ASC 842. Incremental payments due to changes to the index- and rate-based lease payments are treated as variable lease costs and expensed as incurred. For purposes of calculating operating lease liabilities, the lease term includes options to extend or terminate the lease when it is reasonably certain that the Company will exercise that option. The primary factors used to estimate whether an option to extend a lease term will be exercised or not generally include the extent of the Company’s capital investment, employee recruitment potential and operational cost and flexibility. In determining the present value of lease payments, the Company typically uses incremental borrowing rates based on information available at the lease commencement date. The incremental borrowing r ate is the rate of interest that a lessee would have to pay to borrow on a collateralized basis over a similar term an amount equal to the lease payments in a similar economic environment. The Company’s incremental borrowing rate is estimated using a synth etic credit rating model and forward currency exchange rates, as applicable. Payments on leases with an initial term of 12 months or less are recognized in the accompanying Condensed Consolidated Statements of Operations on a straight-line basis over the lease term. The ROU asset is evaluated for impairment whenever events or circumstances indicate that the carrying amount may not be recoverable in accordance with ASC 360, Property, Plant and Equipment
Fair Value Measurements	ASC 820, Fair Value Measurements and Disclosures requires disclosure about how fair value is determined for assets and liabilities and establishes a hierarchy for how these assets and liabilities must be grouped, based on significant levels of observable or unobservable inputs. Observable inputs reflect market data obtained from independent sources, while unobservable inputs reflect the Company’s market assumptions. This hierarchy requires the use of observable market data when available. These two types of inputs have created the following fair value hierarchy: • Level 1 — Quoted prices for identical instruments in active markets. • Level 2 — Quoted prices for similar instruments in active markets; quoted prices for identical or similar instruments in markets that are not active; and model-derived valuations in which all significant inputs and significant value drivers are observable in active markets. • Level 3 — Valuations derived from valuation techniques in which one or more significant inputs or significant value drivers are unobservable .
Financial Instruments	Determination of Fair Value — The Company generally uses quoted market prices (unadjusted) in active markets for identical assets or liabilities that the Company has the ability to access to determine fair value and classifies such items in Level 1. Fair values determined by Level 2 inputs utilize inputs other than quoted market prices included in Level 1 that are observable for the asset or liability, either directly or indirectly. Level 2 inputs include quoted market prices in active markets for similar assets or liabilities, and inputs other than quoted market prices that are observable for the asset or liability. Level 3 inputs are unobservable inputs for the asset or liability, and include situations where there is little, if any, market activity for the asset or liability. 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 exchange 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 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, if applicable. Cash, Short-Term and Other Investments and Accounts Payable The carrying values for cash, short-term and other investments and accounts payable approximate their fair values. Long-Term Debt The carrying value of long-term debt approximates its estimated fair value as the debt bears interest based on variable market rates, as outlined in the debt agreement. Foreign Currency Contracts — The Company enters into foreign currency forward contracts and options over the counter and values such contracts, including premiums paid on options, at fair value using quoted market prices of comparable instruments or, if none are available, on pricing models or formulas using current market and model assumptions, including adjustments for credit risk. The key inputs include forward or option foreign currency exchange rates and interest rates. These items are classified in Level 2 of the fair value hierarchy. Embedded Derivatives — Prior to the adoption of ASC 842, the Company had embedded derivatives within certain hybrid lease agreements that were bifurcated from the host contract and valued such contracts at fair value using significant unobservable inputs, which are classified in Level 3 of the fair value hierarchy. These unobservable inputs included expected cash flows associated with the lease, currency exchange rates on the day of commencement, as well as forward currency exchange rates, the results of which were adjusted for credit risk. These items were classified in Level 3 of the fair value hierarchy. See Note 3, Leases, and Note 7, Financial Derivatives, for further information. Investments Held in Rabbi Trust — The investment assets of the rabbi trust are valued using quoted market prices in active markets, which are classified in Level 1 of the fair value hierarchy. For additional information about the deferred compensation plan, refer to Note 8, Investments Held in Rabbi Trust.
Foreign Currency and Derivative Instruments	Cash Flow Hedges – The Company has derivative assets and liabilities relating to outstanding forward contracts and options, designated as cash flow hedges, as defined under ASC 815, Derivatives and Hedging (“ASC 815”), consisting of Philippine Peso, Costa Rican Colon, Hungarian Forint and Romanian Leu contracts. These foreign currency contracts are entered into to hedge the exposure to variability in the cash flows of a specific asset or liability, or of a forecasted transaction that is attributable to changes in exchange rates.
Earnings Per Share	Basic earnings per share are 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 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.

Overview and Basis of Present_3

Overview and Basis of Presentation (Tables)	9 Months Ended
	Sep. 30, 2019
Organization Consolidation And Presentation Of Financial Statements [Abstract]
Summary of Cash and Cash Equivalents and Restricted Cash	The following table provides a reconciliation of cash and cash equivalents and restricted cash reported in the Condensed Consolidated Balance Sheets that sum to the amounts reported in the Condensed Consolidated Statements of Cash Flows (in thousands): September 30, 2019 December 31, 2018 September 30, 2018 December 31, 2017 Cash and cash equivalents $ 142,572 $ 128,697 $ 157,268 $ 343,734 Restricted cash included in "Other current assets" 563 149 158 154 Restricted cash included in "Deferred charges and other assets" 1,432 1,385 893 917 $ 144,567 $ 130,231 $ 158,319 $ 344,805
Schedule of Customer-Acquisition Advertising Costs	Total advertising costs included in “Direct salaries and related costs” in the accompanying Condensed Consolidated Statements of Operations were as follows (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2019 2018 2019 2018 Customer-acquisition advertising costs $ 11,188 $ 13,907 $ 33,328 $ 35,835

Revenues (Tables)

Revenues (Tables)	9 Months Ended
	Sep. 30, 2019
Revenue From Contract With Customer [Abstract]
Revenues from Contracts with Customers Disaggregated by Service Type	The following table represents revenues from contracts with customers disaggregated by service type and by the reportable segment for each category (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2019 2018 2019 2018 Americas: Customer engagement solutions and services $ 317,806 $ 328,535 $ 952,438 $ 995,723 Other revenues 291 227 743 801 Total Americas 318,097 328,762 953,181 996,524 EMEA: Customer engagement solutions and services 69,329 68,859 208,969 208,302 Other revenues 10,098 1,684 27,262 5,588 Total EMEA 79,427 70,543 236,231 213,890 Other: Other revenues 23 28 66 75 Total Other 23 28 66 75 $ 397,547 $ 399,333 $ 1,189,478 $ 1,210,489
Receivables, Net	The Company’s trade accounts receivable, net, consists of the following (in thousands): September 30, 2019 December 31, 2018 Trade accounts receivable, net, current (1) $ 340,520 $ 335,377 Trade accounts receivable, net, noncurrent (2) 19,457 15,948 $ 359,977 $ 351,325 (1) Included in “Receivables, net” in the accompanying Condensed Consolidated Balance Sheets. (2) Included in “Deferred charges and other assets” in the accompanying Condensed Consolidated Balance Sheets.
Components of Deferred Revenue and Customer Liabilities	Deferred revenue and customer liabilities consists of the following (in thousands): September 30, 2019 December 31, 2018 Deferred revenue $ 3,691 $ 3,655 Customer arrangements with termination rights 15,891 16,404 Estimated refund liabilities 9,324 10,117 $ 28,906 $ 30,176

Leases (Tables)

Leases (Tables)	9 Months Ended
	Sep. 30, 2019
Leases [Abstract]
Schedule of Lease	Lease expense for lease payments is recognized on a straight-line basis over the lease term. The components of lease expense were as follows (in thousands): Statement of Operations Location Three Months Ended September 30, 2019 Nine Months Ended September 30, 2019 Operating lease cost Direct salaries and related costs $ 37 $ 170 Operating lease cost General and administrative 14,645 44,460 Short-term lease cost General and administrative 970 1,783 Variable lease cost Direct salaries and related costs — (1 ) Variable lease cost General and administrative 1,116 3,426 Sublease income General and administrative (870 ) (1,867 ) $ 15,898 $ 47,971 Supplemental cash flow information related to leases was as follows (in thousands): Nine Months Ended September 30, 2019 Cash paid for amounts included in the measurement of operating lease liabilities - operating cash flows $ 43,387 Right-of-use assets obtained in exchange for new operating lease liabilities 18,447 Additional supplemental information related to leases was as follows: September 30, 2019 Weighted average remaining lease term of operating leases 5.4 years Weighted average discount rate of operating leases 3.7 %
Schedule of Maturities of Operating Lease Liabilities	Maturities of operating lease liabilities as of September 30, 2019 were as follows (in thousands): Amount 2019 (remainder of the year) $ 10,767 2020 57,324 2021 51,118 2022 39,370 2023 25,829 2024 and thereafter 55,475 Total future lease payments 239,883 Less: Imputed interest 23,552 Present value of future lease payments 216,331 Less: Operating lease liabilities 48,323 Long-term operating lease liabilities $ 168,008
Schedule of Future Minimum Rental Payments for Operating Leases under ASC 840	The following is a schedule of future minimum rental payments required under operating leases that had noncancelable lease terms as of December 31, 2018 under ASC 840 (in thousands): Amount 2019 $ 53,071 2020 48,770 2021 43,324 2022 34,063 2023 22,583 2024 and thereafter 51,456 $ 253,267

Costs Associated with Exit or_2

Costs Associated with Exit or Disposal Activities (Tables)	9 Months Ended
	Sep. 30, 2019
Restructuring And Related Activities [Abstract]
Cumulative Costs Expected and Incurred to Date Related to Cash and Non-Cash Expenditures Resulting from Exit Plan	The cumulative costs expected and incurred to date related to cash and non-cash expenditures resulting from the Americas 2018 Exit Plan and the Americas 2019 Exit Plan are outlined below as of September 30, 2019 (in thousands): Americas 2018 Exit Plan Americas 2019 Exit Plan Lease obligations and facility exit costs (1) $ 7,073 $ 54 Severance and related costs (2) 3,426 191 Severance and related costs (1) 1,053 2,161 Non-cash impairment charges 5,875 1,582 Other non-cash charges — 244 $ 17,427 $ 4,232 (1) Included in “General and administrative” costs. (2) Included in “ Direct salaries and related costs.
Summary of Accrued Liability and Related Charges	The following table summarizes the accrued liability and related charges for the three months ended September 30, 2019 (in thousands): Americas 2018 Exit Plan Americas 2019 Exit Plan Lease Obligations and Facility Exit Costs Severance and Related Costs Total Lease Obligations and Facility Exit Costs Severance and Related Costs Total Balance at the beginning of the period $ 129 $ 222 $ 351 $ 54 $ 1,561 $ 1,615 Charges (reversals) included in "General and administrative" — 8 8 — (8 ) (8 ) Cash payments (33 ) (129 ) (162 ) — (649 ) (649 ) Balance at the end of the period $ 96 $ 101 $ 197 $ 54 $ 904 $ 958 The following table summarizes the accrued liability and related charges for the three months ended September 30, 2018 (in thousands): Americas 2018 Exit Plan Lease Obligations and Facility Exit Costs Severance and Related Costs Total Balance at the beginning of the period $ 2,815 $ 490 $ 3,305 Charges (reversals) included in "Direct salaries and related costs" — 3,015 3,015 Charges (reversals) included in "General and administrative" 3,832 331 4,163 Cash payments (1,440 ) (3,209 ) (4,649 ) Balance sheet reclassifications (1) 119 — 119 Balance at the end of the period $ 5,326 $ 627 $ 5,953 (1) Consists of the reclassification of deferred rent balances to the restructuring liability for locations subject to closure. The following table summarizes the accrued liability and related charges for the nine months ended September 30, 2019 (in thousands): Americas 2018 Exit Plan Americas 2019 Exit Plan Lease Obligations and Facility Exit Costs Severance and Related Costs Total Lease Obligations and Facility Exit Costs Severance and Related Costs Total Balance at the beginning of the period $ 1,769 $ 817 $ 2,586 $ — $ — $ — Charges (reversals) included in "Direct salaries and related costs" — (3 ) (3 ) — 191 191 Charges (reversals) included in "General and administrative" (4 ) 18 14 54 2,161 2,215 Cash payments (331 ) (731 ) (1,062 ) — (1,448 ) (1,448 ) Balance sheet reclassifications (1) (1,338 ) — (1,338 ) — — — Balance at the end of the period $ 96 $ 101 $ 197 $ 54 $ 904 $ 958 (1) Consists of the reclassification from the restructuring liability to “Operating lease liabilities” and “Long-term operating lease liabilities” upon adoption of ASC 842 on January 1, 2019. The following table summarizes the accrued liability and related charges for the nine months ended September 30, 2018 (in thousands): Americas 2018 Exit Plan Lease Obligations and Facility Exit Costs Severance and Related Costs Total Balance at the beginning of the period $ — $ — $ — Charges (reversals) included in "Direct salaries and related costs" — 3,417 3,417 Charges (reversals) included in "General and administrative" 6,860 550 7,410 Cash payments (1,869 ) (3,340 ) (5,209 ) Balance sheet reclassifications (1) 335 — 335 Balance at the end of the period $ 5,326 $ 627 $ 5,953 (1) Consists of the reclassification of deferred rent balances to the restructuring liability for locations subject to closure.
Summary of Company's Short-term and Long-term Accrued Liability with Exit Plan	The following table summarizes the Company’s short-term and long-term accrued liabilities associated with its Americas 2018 and 2019 Exit Plans (in thousands): Americas 2018 Exit Plan Americas 2019 Exit Plan September 30, 2019 December 31, 2018 September 30, 2019 Lease obligations and facility exit costs: Included in "Accounts payable" $ — $ 100 $ 54 Included in "Other accrued expenses and current liabilities" 55 952 — Included in "Other long-term liabilities" 41 717 — 96 1,769 $ 54 Severance and related costs: Included in "Accrued employee compensation and benefits" 101 793 902 Included in "Other accrued expenses and current liabilities" — 24 2 101 817 904 $ 197 $ 2,586 $ 958

Fair Value (Tables)

Fair Value (Tables)	9 Months Ended
	Sep. 30, 2019
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 (in thousands): Fair Value Measurements Using: Balance at Quoted Prices in Active Markets For Identical Assets Significant Other Observable Inputs Significant Unobservable Inputs September 30, 2019 Level 1 Level 2 Level 3 Assets: Foreign currency contracts (1) $ 2,576 $ — $ 2,576 $ — Equity investments held in rabbi trust for the Deferred Compensation Plan (2) 8,305 8,305 — — Debt investments held in rabbi trust for the Deferred Compensation Plan (2) 4,712 4,712 — — $ 15,593 $ 13,017 $ 2,576 $ — Liabilities: Foreign currency contracts (1) $ 425 $ — $ 425 $ — $ 425 $ — $ 425 $ — Fair Value Measurements Using: Balance at Quoted Prices in Active Markets For Identical Assets Significant Other Observable Inputs Significant Unobservable Inputs December 31, 2018 Level 1 Level 2 Level 3 Assets: Foreign currency contracts (1) $ 1,068 $ — $ 1,068 $ — Embedded derivatives (1) 10 — — 10 Equity investments held in rabbi trust for the Deferred Compensation Plan (2) 8,075 8,075 — — Debt investments held in rabbi trust for the Deferred Compensation Plan (2) 3,367 3,367 — — $ 12,520 $ 11,442 $ 1,068 $ 10 Liabilities: Foreign currency contracts (1) $ 2,895 $ — $ 2,895 $ — Embedded derivatives (1) 369 — — 369 $ 3,264 $ — $ 2,895 $ 369 (1) See Note 7, Financial Derivatives, for the classification in the accompanying Condensed Consolidated Balance Sheets. (2) Included in “Other current assets” in the accompanying Condensed Consolidated Balance Sheets. See Note 8, Investments Held in Rabbi Trust.
Rollforward of Net Asset (Liability) Activity of Fair Value of Embedded Derivatives	A rollforward of the net asset (liability) activity in the Company’s fair value of the embedded derivatives is as follows (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2019 2018 2019 2018 Balance at the beginning of the period $ — $ (598 ) $ (359 ) $ (527 ) Derecognition of embedded derivatives (1) — — 359 — Gains (losses) recognized in "Other income (expense), net" — 159 — (6 ) Settlements — 38 — 118 Effect of foreign currency — (1 ) — 13 Balance at the end of the period $ — $ (402 ) $ — $ (402 ) Change in unrealized gains (losses) included in "Other income (expense), net" related to embedded derivatives held at the end of the period $ — $ 153 $ — $ (19 ) (1) Derecognition upon adoption of ASC 842 on January 1, 2019. See Note 3, Leases, for more information.
Summary of Total Impairment Losses Related to Nonrecurring Fair Value Measurements of Certain Assets	The following table summarizes the total impairment losses related to nonrecurring fair value measurements of certain assets (no liabilities) subject to the requirements of ASC 820 (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2019 2018 2019 2018 Americas: Property and equipment, net $ — $ (555 ) $ (343 ) $ (9,256 ) Operating lease right-of-use assets — — (1,368 ) — $ — $ (555 ) $ (1,711 ) $ (9,256 )

Goodwill and Intangible Assets

Goodwill and Intangible Assets (Tables)	9 Months Ended
	Sep. 30, 2019
Goodwill And Intangible Assets Disclosure [Abstract]
Company's Purchased Intangible Assets	The following table presents the Company’s purchased intangible assets as of September 30, 2019 (in thousands): Gross Intangibles Accumulated Amortization Net Intangibles Weighted Average Amortization Period (years) Intangible assets subject to amortization: Customer relationships $ 189,177 $ (117,027 ) $ 72,150 10 Trade names and trademarks 19,093 (12,310 ) 6,783 8 Non-compete agreements 2,714 (2,088 ) 626 3 Content library 492 (492 ) — 2 Proprietary software 870 (660 ) 210 5 Intangible assets not subject to amortization: Domain names 80,710 — 80,710 N/A $ 293,056 $ (132,577 ) $ 160,479 5 The following table presents the Company’s purchased intangible assets as of December 31, 2018 (in thousands): Gross Intangibles Accumulated Amortization Net Intangibles Weighted Average Amortization Period (years) Intangible assets subject to amortization: Customer relationships $ 189,697 $ (106,502 ) $ 83,195 10 Trade names and trademarks 19,236 (10,594 ) 8,642 8 Non-compete agreements 2,746 (1,724 ) 1,022 3 Content library 517 (517 ) — 2 Proprietary software 1,040 (725 ) 315 4 Intangible assets not subject to amortization: Domain names 80,857 — 80,857 N/A $ 294,093 $ (120,062 ) $ 174,031 5
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 September 30, 2019 is as follows (in thousands): Amount 2019 (remainder of the year) $ 4,054 2020 13,897 2021 9,312 2022 8,035 2023 7,205 2024 6,960 2025 and thereafter 30,306
Changes in Goodwill	Changes in goodwill for the nine months ended September 30, 2019 consisted of the following (in thousands): January Acquisition- Related (1) Effect of Foreign Currency September 30, 2019 Americas $ 255,436 $ 1,202 $ 1,799 $ 258,437 EMEA 47,081 (124 ) (1,594 ) 45,363 $ 302,517 $ 1,078 $ 205 $ 303,800 Changes in goodwill for the year ended December 31, 2018 consisted of the following (in thousands): January Acquisition- Related (1) Effect of Foreign Currency December 31, 2018 Americas $ 258,496 $ 2,175 $ (5,235 ) $ 255,436 EMEA 10,769 36,361 (49 ) 47,081 $ 269,265 $ 38,536 $ (5,284 ) $ 302,517 (1) See Note 1, Overview and Basis of Presentation, for further information. The year ended December 31, 2018 includes the goodwill recorded upon acquisition of WhistleOut and Symphony, while the nine months ended September 30, 2019 includes the impact of adjustments to acquired goodwill upon finalization of working capital adjustments and the tax analysis of WhistleOut’s assets acquired and liabilities assumed.

Financial Derivatives (Tables)

Financial Derivatives (Tables)	9 Months Ended
	Sep. 30, 2019
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 Condensed Consolidated Balance Sheets were as follows (in thousands): September 30, 2019 December 31, 2018 Deferred gains (losses) in AOCI $ 1,553 $ (1,825 ) Tax on deferred gains (losses) in AOCI (47 ) (39 ) Deferred gains (losses) in AOCI, net of taxes $ 1,506 $ (1,864 ) Deferred gains (losses) expected to be reclassified to "Revenues" from AOCI during the next twelve months $ 1,553
Outstanding Foreign Currency Forward Contracts, Options and Embedded Derivatives	The Company had the following outstanding foreign currency forward contracts and options, and embedded derivatives (in thousands): September 30, 2019 December 31, 2018 Contract Type Notional Amount in USD Settle Through Date Notional Amount in USD Settle Through Date Cash flow hedges: Options: US Dollars/Philippine Pesos $ 77,000 September 2020 $ 26,250 December 2019 Forwards: US Dollars/Philippine Pesos — — 39,000 September 2019 US Dollars/Costa Rican Colones 27,000 June 2020 67,000 December 2019 Euros/Hungarian Forints 752 December 2019 — — Euros/Romanian Leis 4,142 December 2019 — — Non-designated hedges: Forwards 25,161 November 2021 19,261 November 2021 Embedded derivatives — — 14,069 April 2030
Derivative Instruments Fair Value	The following tables present the fair value of the Company’s derivative instruments included in the accompanying Condensed Consolidated Balance Sheets (in thousands) Derivative Assets Balance Sheet Location September 30, 2019 December 31, 2018 Derivatives designated as cash flow hedging instruments: Foreign currency contracts Other current assets $ 2,358 $ 1,038 Derivatives not designated as hedging instruments: Foreign currency contracts Other current assets 81 30 Foreign currency contracts Deferred charges and other assets 137 — Embedded derivatives Other current assets — 10 Total derivative assets $ 2,576 $ 1,078 Derivative Liabilities Balance Sheet Location September 30, 2019 December 31, 2018 Derivatives designated as cash flow hedging instruments: Foreign currency contracts Other accrued expenses and current liabilities $ 28 $ 2,604 Derivatives not designated as hedging instruments: Foreign currency contracts Other accrued expenses and current liabilities 397 247 Foreign currency contracts Other long-term liabilities — 44 Embedded derivatives Other accrued expenses and current liabilities — 8 Embedded derivatives Other long-term liabilities — 361 Total derivative liabilities $ 425 $ 3,264
Effect of the Company's Derivative Instruments	The following table presents the effect of the Company’s derivative instruments included in the accompanying condensed consolidated financial statements (in thousands) Location of Gains Three Months Ended September 30, Nine Months Ended September 30, (Losses) in Net Income 2019 2018 2019 2018 Revenues $ 397,547 $ 399,333 $ 1,189,478 $ 1,210,489 Derivatives designated as cash flow hedging instruments: Gains (losses) recognized in AOCI: Foreign currency contracts (36 ) (1,839 ) 4,733 (4,840 ) Gains (losses) reclassified from AOCI: Foreign currency contracts Revenues 1,134 183 1,264 619 Derivatives not designated as hedging instruments: Gains (losses) recognized from foreign currency contracts Other income (expense), net $ (363 ) $ (539 ) $ (828 ) $ (1,801 ) Gains (losses) recognized from embedded derivatives Other income (expense), net — 159 — (6 ) $ (363 ) $ (380 ) $ (828 ) $ (1,807 )

Investments Held in Rabbi Tru_2

Investments Held in Rabbi Trust (Tables)	9 Months Ended
	Sep. 30, 2019
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 Condensed Consolidated Balance Sheets, at fair value, consist of the following (in thousands): September 30, 2019 December 31, 2018 Cost Fair Value Cost Fair Value Mutual funds $ 9,455 $ 13,017 $ 8,864 $ 11,442
Components of Investment Income (Losses), Included in Other Income (Expense), Net in Accompanying Consolidated Statements of Operations	The mutual funds held in rabbi trust were 64% equity-based and 36% debt-based as of September 30, 2019. Net investment gains (losses) included in “Other income (expense), net” in the accompanying Condensed Consolidated Statements of Operations consists of the following (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2019 2018 2019 2018 Net realized gains (losses) from sale of trading securities $ 62 $ 10 $ 128 $ 42 Dividend and interest income 35 31 117 99 Net unrealized holding gains (losses) (56 ) 366 1,402 383 $ 41 $ 407 $ 1,647 $ 524

Borrowings (Tables)

Borrowings (Tables)	9 Months Ended
	Sep. 30, 2019
Debt Disclosure [Abstract]
Information Related to Credit Agreements	The following table presents information related to our credit agreements (dollars in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2019 2018 2019 2018 Average daily utilization $ 91,935 $ 101,087 $ 92,495 $ 107,454 Interest expense (1) $ 899 $ 923 $ 2,783 $ 2,839 Weighted average interest rate (1) 3.9 % 3.6 % 4.0 % 3.6 % (1) Excludes the amortization of deferred loan fees and includes the commitment fee.

Accumulated Other Comprehensi_2

Accumulated Other Comprehensive Income (Loss) (Tables)	9 Months Ended
	Sep. 30, 2019
Equity [Abstract]
Components of Accumulated Other Comprehensive Income (Loss)	The components of accumulated other comprehensive income (loss) consist of the following (in thousands): Foreign Currency Translation Adjustments Unrealized Gain (Loss) on Net Investment Hedge Unrealized Gain (Loss) on Cash Flow Hedging Instruments Unrealized Actuarial Gain (Loss) Related to Pension Liability Unrealized Gain (Loss) on Postretirement Obligation Total Balance at January 1, 2018 $ (36,315 ) $ 1,046 $ 2,471 $ 1,574 $ 120 $ (31,104 ) Pre-tax amount (22,158 ) — (4,287 ) 783 — (25,662 ) Tax (provision) benefit — — 84 47 — 131 Reclassification of (gain) loss to net income — — 6 (66 ) (80 ) (140 ) Foreign currency translation 220 — (138 ) (82 ) — — Balance at December 31, 2018 (58,253 ) 1,046 (1,864 ) 2,256 40 (56,775 ) Pre-tax amount (7,048 ) — 4,733 — — (2,315 ) Tax (provision) benefit — — (85 ) 10 — (75 ) Reclassification of (gain) loss to net income — — (1,186 ) (72 ) (15 ) (1,273 ) Foreign currency translation 56 — (92 ) 36 — — Balance at September 30, 2019 $ (65,245 ) $ 1,046 $ 1,506 $ 2,230 $ 25 $ (60,438 )
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 Condensed Consolidated Statements of Operations (in thousands): Three Months Ended September 30, Nine Months Ended September 30, Statements Operations 2019 2018 2019 2018 Location Gain (loss) on cash flow hedging instruments: (1) Pre-tax amount $ 1,134 $ 183 $ 1,264 $ 619 Revenues Tax (provision) benefit (33 ) 19 (78 ) 43 Income taxes Reclassification to net income 1,101 202 1,186 662 Actuarial gain (loss) related to pension liability: (2) Pre-tax amount 21 13 63 42 Other Tax (provision) benefit 3 3 9 9 Income taxes Reclassification to net income 24 16 72 51 Gain (loss) on postretirement obligation: (2),(3) Reclassification to net income 5 84 15 104 Other $ 1,130 $ 302 $ 1,273 $ 817 (1) See Note 7, Financial Derivatives, for further information. (2) See Note 14, Defined Benefit Pension Plan and Postretirement Benefits, for further information. (3) No related tax (provision) benefit.

Income Taxes (Tables)

Income Taxes (Tables)	9 Months Ended
	Sep. 30, 2019
Income Tax Disclosure [Abstract]
Summary of Effective Tax Rates	The Company’s effective tax rates were as follows: Three Months Ended September 30, Nine Months Ended September 30, 2019 2018 2019 2018 Effective tax rate 23.9 % 4.4 % 23.8 % 2.6 %

Earnings Per Share (Tables)

Earnings Per Share (Tables)	9 Months Ended
	Sep. 30, 2019
Earnings Per Share [Abstract]
Numbers of Shares Used in Earnings Per Share Computation	The numbers of shares used in the earnings per share computation were as follows (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2019 2018 2019 2018 Basic: Weighted average common shares outstanding 41,190 42,136 41,808 42,070 Diluted: Dilutive effect of stock appreciation rights, restricted stock, restricted stock units and shares held in rabbi trust 117 68 100 131 Total weighted average diluted shares outstanding 41,307 42,204 41,908 42,201 Anti-dilutive shares excluded from the diluted earnings per share calculation 52 23 174 11
Shares Repurchased	The shares repurchased under the Company’s 2011 Share Repurchase Program were as follows (none in 2018) (in thousands, except per share amounts): Total Number of Total Cost of Shares Range of Prices Paid Per Share Shares Repurchased Low High Repurchased Three Months Ended: September 30, 2019 369 $ 26.81 $ 28.00 $ 10,103 Nine Months Ended: September 30, 2019 1,140 $ 24.72 $ 28.00 $ 30,281

Defined Benefit Pension Plan _2

Defined Benefit Pension Plan and Postretirement Benefits (Tables)	9 Months Ended
	Sep. 30, 2019
Compensation And Retirement Disclosure [Abstract]
Net Periodic Benefit Cost and Other Accumulated Comprehensive Income for Pension Plans	The following table provides information about the net periodic benefit cost for the Company’s pension plans (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2019 2018 2019 2018 Service cost $ 98 $ 106 $ 296 $ 329 Interest cost 62 46 186 144 Recognized actuarial (gains) (21 ) (13 ) (63 ) (42 ) $ 139 $ 139 $ 419 $ 431
Company's Contributions to Employee Retirement Savings Plans	The Company’s contributions included in the accompanying Condensed Consolidated Statements of Operations were as follows (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2019 2018 2019 2018 401(k) plan contributions $ 410 $ 392 $ 1,295 $ 1,195
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 Condensed Consolidated Balance Sheets were as follows (in thousands): September 30, 2019 December 31, 2018 Postretirement benefit obligation $ 6 $ 12 Unrealized gains (losses) in AOCI (1) 25 40 (1) Unrealized gains (losses) are due to changes in discount rates related to the postretirement obligation.

Stock-Based Compensation (Table

Stock-Based Compensation (Tables)	9 Months Ended
	Sep. 30, 2019
Disclosure Of Compensation Related Costs Sharebased Payments [Abstract]
Stock-Based Compensation Expense, Income Tax Benefits Related to Stock-Based Compensation and Excess Tax Benefits (Provision) Recorded by Company Both Plan and Non-Plan	The following table summarizes the stock-based compensation expense (primarily in the Americas) and income tax benefits related to the stock-based compensation, both plan and non-plan related (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2019 2018 2019 2018 Stock-based compensation (expense) (1) $ (1,504 ) $ (1,567 ) $ (5,594 ) $ (5,317 ) Income tax benefit (2) 361 376 1,343 1,276 (1) Included in "General and administrative" costs in the accompanying Condensed Consolidated Statements of Operations. (2) Included in "Income taxes" in the accompanying Condensed Consolidated Statements of Operations .

Segments and Geographic Infor_2

Segments and Geographic Information (Tables)	9 Months Ended
	Sep. 30, 2019
Segment Reporting [Abstract]
Company's Reportable Segments	Information about the Company’s reportable segments is as follows (in thousands): Americas EMEA Other (1) Consolidated Three Months Ended September 30, 2019: Revenues $ 318,097 $ 79,427 $ 23 $ 397,547 Percentage of revenues 80.0 % 20.0 % 0.0 % 100.0 % Depreciation, net $ 10,086 $ 1,611 $ 752 $ 12,449 Amortization of intangibles $ 3,289 $ 814 $ — $ 4,103 Income (loss) from operations $ 34,516 $ 5,688 $ (15,498 ) $ 24,706 Total other income (expense), net (912 ) (912 ) Income taxes (5,689 ) (5,689 ) Net income $ 18,105 Three Months Ended September 30, 2018: Revenues $ 328,762 $ 70,543 $ 28 $ 399,333 Percentage of revenues 82.3 % 17.7 % 0.0 % 100.0 % Depreciation, net $ 11,838 $ 1,473 $ 761 $ 14,072 Amortization of intangibles $ 3,439 $ 199 $ — $ 3,638 Income (loss) from operations $ 25,666 $ 5,098 $ (16,318 ) $ 14,446 Total other income (expense), net (66 ) (66 ) Income taxes (628 ) (628 ) Net income $ 13,752 Nine Months Ended September 30, 2019: Revenues $ 953,181 $ 236,231 $ 66 $ 1,189,478 Percentage of revenues 80.1 % 19.9 % 0.0 % 100.0 % Depreciation, net $ 32,252 $ 4,865 $ 2,281 $ 39,398 Amortization of intangibles $ 10,015 $ 2,501 $ — $ 12,516 Income (loss) from operations $ 91,168 $ 11,840 $ (46,295 ) $ 56,713 Total other income (expense), net (2,815 ) (2,815 ) Income taxes (12,837 ) (12,837 ) Net income $ 41,061 Nine Months Ended September 30, 2018: Revenues $ 996,524 $ 213,890 $ 75 $ 1,210,489 Percentage of revenues 82.3 % 17.7 % 0.0 % 100.0 % Depreciation, net $ 36,856 $ 4,360 $ 2,252 $ 43,468 Amortization of intangibles $ 10,846 $ 634 $ — $ 11,480 Income (loss) from operations $ 71,354 $ 11,957 $ (48,121 ) $ 35,190 Total other income (expense), net (2,457 ) (2,457 ) Income taxes (855 ) (855 ) Net income $ 31,878 (1) Other items (including corporate and other costs, other income and expense, and income taxes) are included for purposes of reconciling to the Company’s consolidated totals as shown in the tables above for the periods shown. Inter-segment revenues are not material to the Americas and EMEA segment results.
Operations by Geographic Location	The following table represents a disaggregation of revenue from contracts with customers by geographic location and by the reportable segment for each category (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2019 2018 2019 2018 Americas: United States $ 144,698 $ 161,429 $ 451,466 $ 498,523 The Philippines 65,560 57,953 180,431 174,610 Costa Rica 31,228 33,120 93,524 96,168 Canada 24,815 25,549 74,885 77,566 El Salvador 20,904 20,732 61,447 61,327 People's Republic of China 8,681 8,337 26,489 25,834 Australia 7,425 8,619 22,382 24,021 Mexico 7,016 6,221 20,648 18,171 Colombia 4,513 4,704 13,957 13,395 Other 3,257 2,098 7,952 6,909 Total Americas 318,097 328,762 953,181 996,524 EMEA: Germany 23,471 22,448 70,148 69,027 United Kingdom 18,141 12,333 52,759 37,640 Sweden 12,850 13,422 39,891 41,226 Romania 8,457 8,704 24,850 25,031 Other 16,508 13,636 48,583 40,966 Total EMEA 79,427 70,543 236,231 213,890 Total Other 23 28 66 75 $ 397,547 $ 399,333 $ 1,189,478 $ 1,210,489

Other Income (Expense) (Tables)

Other Income (Expense) (Tables)	9 Months Ended
	Sep. 30, 2019
Other Income And Expenses [Abstract]
Other Income (Expense), Net	Other income (expense), net consists of the following (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2019 2018 2019 2018 Foreign currency transaction gains (losses) $ 430 $ 1,066 $ (107 ) $ 3,155 Gains (losses) on derivative instruments not designated as hedges (363 ) (380 ) (828 ) (1,807 ) Net investment gains (losses) on investments held in rabbi trust 41 407 1,647 524 Other miscellaneous income (expense) (163 ) (174 ) (690 ) (1,335 ) $ (55 ) $ 919 $ 22 $ 537

Overview and Basis of Present_4

Overview and Basis of Presentation - Additional Information (Detail) $ in Thousands, £ in Millions, $ in Millions

Nov. 05, 2019

Nov. 01, 2018USD ($)

Nov. 01, 2018GBP (£)

Oct. 18, 2018

Jul. 09, 2018USD ($)

Jul. 09, 2018AUD ($)

Jul. 31, 2019USD ($)

Jul. 31, 2019AUD ($)

Aug. 31, 2018USD ($)

Jul. 31, 2017USD ($)

Sep. 30, 2019USD ($)

Mar. 31, 2019USD ($)

Mar. 31, 2019GBP (£)

Mar. 31, 2019AUD ($)

Sep. 30, 2018USD ($)

Sep. 30, 2019USD ($)Segment

Sep. 30, 2018USD ($)

Dec. 31, 2018USD ($)

Dec. 31, 2017USD ($)

Organization Consolidation And Presentation Of Financial Statements [Line Items]

Number of reportable segments | Segment

2

Statutory federal income tax rate

21.00%

21.00%

35.00%

Proceeds from issuance of long-term debt

$ 12,000

$ 27,000

Goodwill, net

$ 303,800

$ 303,800

$ 302,517

$ 269,265

Equity method investment payment

5,000

Advertising costs policy

Expensed as incurred

Accounting Standards Update 2016-02 [Member]

Organization Consolidation And Presentation Of Financial Statements [Line Items]

ASU adoption status

true

true

ASU adoption date

Jan. 1, 2019

Jan. 1, 2019

ASU adoption approach

Modified Retrospective

Modified Retrospective

Accounting Standards Update 2017-12 [Member]

Organization Consolidation And Presentation Of Financial Statements [Line Items]

ASU adoption status

true

true

ASU adoption date

Jan. 1, 2019

Jan. 1, 2019

ASU adoption approach

Modified Retrospective

Modified Retrospective

XSell Technologies Inc [Member]

Organization Consolidation And Presentation Of Financial Statements [Line Items]

Equity method investment, ownership percentage

32.80%

Equity method investment payment

$ 5,000

$ 5,000

XSell Technologies Inc [Member] | Other Income (Expense), Net [Member]

Organization Consolidation And Presentation Of Financial Statements [Line Items]

Net (loss) from equity method investments

$ (100)

$ (200)

$ (300)

$ (400)

Deferred Charges and Other Assets [Member] | XSell Technologies Inc [Member]

Organization Consolidation And Presentation Of Financial Statements [Line Items]

Equity method investment

$ 10,000

$ 8,800

$ 8,800

$ 9,200

Subsequent Event [Member] | Tornado [Member] | Fort Smith, Arkansas [Member]

Organization Consolidation And Presentation Of Financial Statements [Line Items]

Insurance claim settlement date

Nov. 5, 2019

Symphony [Member]

Organization Consolidation And Presentation Of Financial Statements [Line Items]

Date of Acquisition agreement

Oct. 18, 2018

Purchase price

$ 67,600

£ 52.5

$ 67,500

£ 52.4

Payments to acquire businesses, gross

$ 57,600

£ 44.6

Effective date of acquisition

Nov. 1, 2018

Nov. 1, 2018

Deferred purchase price

$ 10,000

£ 7.9

Business combination consideration transferred liabilities incurred payment terms

equal installments over three years, on or around November 1, 2019, 2020 and 2021

Earnout period

3 years

3 years

Earnout payable in RSUs | £

£ 3

Property and equipment acquired

$ 2,200

Goodwill, net

36,200

Symphony [Member] | Customer Relationships and Trade Names [Member]

Organization Consolidation And Presentation Of Financial Statements [Line Items]

Business combination intangible assets, primarily indefinite-lived domain names acquired

26,100

Symphony [Member] | Revolving Credit Facility [Member]

Organization Consolidation And Presentation Of Financial Statements [Line Items]

Proceeds from issuance of long-term debt

$ 31,000

WhistleOut [Member]

Organization Consolidation And Presentation Of Financial Statements [Line Items]

Purchase price

$ 22,400

$ 30.2

$ 22,500

$ 30.3

Effective date of acquisition

Jul. 9, 2018

Jul. 9, 2018

Business combination consideration transferred liabilities incurred payment terms

three installments on or about July 1, 2019, 2020 and 2021.

Earnout period

3 years

3 years

Business combination intangible assets, primarily indefinite-lived domain names acquired

$ 16,500

Property and equipment acquired

2,400

Earnout

$ 14

Earnout first installment

$ 4,200

$ 6

Goodwill, net

3,300

WhistleOut [Member] | Revolving Credit Facility [Member]

Organization Consolidation And Presentation Of Financial Statements [Line Items]

Proceeds from issuance of long-term debt

$ 22,000

US Federal Rate Prior To The 2017 Tax Reform Act [Member]

Organization Consolidation And Presentation Of Financial Statements [Line Items]

Statutory federal income tax rate

35.00%

US 2017 Tax Reform Act [Member]

Organization Consolidation And Presentation Of Financial Statements [Line Items]

Statutory federal income tax rate

21.00%

Overview and Basis of Present_5

Overview and Basis of Presentation - Summary of Cash and Cash Equivalents and Restricted Cash (Detail) - USD ($) $ in Thousands	Sep. 30, 2019	Dec. 31, 2018	Sep. 30, 2018	Dec. 31, 2017
Restricted Cash and Cash Equivalents Items [Line Items]
Cash and cash equivalents	$ 142,572	$ 128,697	$ 157,268	$ 343,734
Cash and Cash Equivalents and Restricted Cash	144,567	130,231	158,319	344,805
Other Current Assets [Member]
Restricted Cash and Cash Equivalents Items [Line Items]
Restricted cash included in "Other current assets"	563	149	158	154
Deferred Charges and Other Assets [Member]
Restricted Cash and Cash Equivalents Items [Line Items]
Restricted cash included in "Deferred charges and other assets"	$ 1,432	$ 1,385	$ 893	$ 917

Overview and Basis of Present_6

Overview and Basis of Presentation - Schedule of Total Advertising Costs Included in Direct Salaries and Related Costs in Condensed Consolidated Statements of Operations (Detail) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
Direct Salaries and Related Costs [Member]
Organization Consolidation And Presentation Of Financial Statements [Line Items]
Customer-acquisition advertising costs	$ 11,188	$ 13,907	$ 33,328	$ 35,835

Revenues - Additional Informati

Revenues - Additional Information (Detail) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018	Mar. 31, 2018	Jan. 01, 2018
Revenue, Initial Application Period Cumulative Effect Transition [Line Items]
Percentage of revenue	100.00%	100.00%	100.00%	100.00%
Deferred revenue recognized in the period	$ 200	$ 100	$ 3,600	$ 4,300
Revenue remaining performance obligation expected timing of satisfaction explanation			The Company expects to recognize the majority of its deferred revenue as of September 30, 2019 over the next 180 days
Estimated refund liabilities timing of resolution explanation			Estimated refund liabilities are generally resolved in 180 days, once it is determined whether the requisite service levels and client requirements were achieved to settle the contingency.
Customer Engagement Solutions and Services [Member]
Revenue, Initial Application Period Cumulative Effect Transition [Line Items]
Revenue, performance obligation satisfied over time, method used, description			Revenues for customer engagement solutions and services are recognized over time using output methods such as a per minute, per hour, per call, per transaction or per time and materials basis
Other Revenues [Member]
Revenue, Initial Application Period Cumulative Effect Transition [Line Items]
Percentage of revenue	2.60%	0.50%	2.40%	0.50%
Accounting Standards Update 2014-09 [Member]
Revenue, Initial Application Period Cumulative Effect Transition [Line Items]
Retained earnings					$ 3,019
ASU adoption date	Jan. 1, 2018		Jan. 1, 2018
ASU adoption approach	Modified Retrospective		Modified Retrospective
ASU adoption status	true		true
Accounting Standards Update 2014-09 [Member] | Retained Earnings [Member]
Revenue, Initial Application Period Cumulative Effect Transition [Line Items]
Retained earnings					$ 3,019	$ 3,000

Revenues - Revenues from Contra

Revenues - Revenues from Contracts with Customers Disaggregated by Service Type (Detail) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
Disaggregation of Revenue [Line Items]
Revenues	$ 397,547	$ 399,333	$ 1,189,478	$ 1,210,489
Americas [Member]
Disaggregation of Revenue [Line Items]
Revenues	318,097	328,762	953,181	996,524
Americas [Member] | Customer Engagement Solutions and Services [Member]
Disaggregation of Revenue [Line Items]
Revenues	317,806	328,535	952,438	995,723
Americas [Member] | Other Revenues [Member]
Disaggregation of Revenue [Line Items]
Revenues	291	227	743	801
EMEA [Member]
Disaggregation of Revenue [Line Items]
Revenues	79,427	70,543	236,231	213,890
EMEA [Member] | Customer Engagement Solutions and Services [Member]
Disaggregation of Revenue [Line Items]
Revenues	69,329	68,859	208,969	208,302
EMEA [Member] | Other Revenues [Member]
Disaggregation of Revenue [Line Items]
Revenues	10,098	1,684	27,262	5,588
Other Segment [Member]
Disaggregation of Revenue [Line Items]
Revenues	23	28	66	75
Other Segment [Member] | Other Revenues [Member]
Disaggregation of Revenue [Line Items]
Revenues	$ 23	$ 28	$ 66	$ 75

Revenues - Summary of Trade Acc

Revenues - Summary of Trade Accounts Receivable, Net (Detail) - USD ($) $ in Thousands	Sep. 30, 2019	Dec. 31, 2018
Accounts, Notes, Loans and Financing Receivable [Line Items]
Trade accounts receivable, net	$ 359,977	$ 351,325
Receivables Net, Current [Member]
Accounts, Notes, Loans and Financing Receivable [Line Items]
Trade accounts receivable, net, current	340,520	335,377
Deferred Charges and Other Assets [Member]
Accounts, Notes, Loans and Financing Receivable [Line Items]
Trade accounts receivable, net, noncurrent	$ 19,457	$ 15,948

Revenues - Components of Deferr

Revenues - Components of Deferred Revenue and Customer Liabilities (Detail) - USD ($) $ in Thousands	Sep. 30, 2019	Dec. 31, 2018
Schedule of Deferred Revenue and Customer Liabilities [Line Items]
Deferred revenue and customer liabilities	$ 28,906	$ 30,176
Deferred Revenue and Customer Liabilities [Member]
Schedule of Deferred Revenue and Customer Liabilities [Line Items]
Deferred revenue	3,691	3,655
Customer arrangements with termination rights	15,891	16,404
Estimated refund liabilities	$ 9,324	$ 10,117

Leases - Additional Information

Leases - Additional Information (Detail) - USD ($) $ in Thousands	3 Months Ended	9 Months Ended
	Sep. 30, 2019	Sep. 30, 2019	Mar. 31, 2019	Jan. 01, 2019
Lessee Lease Description [Line Items]
Operating lease right-of-use assets	$ 203,417	$ 203,417
Operating lease, liability	216,331	216,331
Finance lease	0	0
Expected contractual sublease income	13,200	13,200
Rental expense	19,000	53,600
Customer Engagement Centers [Member]
Lessee Lease Description [Line Items]
Operating lease not yet commenced with future lease payments	$ 700	$ 700
Operating lease not yet commenced description		As of September 30, 2019, the Company had additional operating leases for customer engagement centers that had not yet commenced with future lease payments of $0.7 million. These operating leases will commence during the fourth quarter of 2019 with lease terms between 1 and 6 years.
Minimum [Member]
Lessee Lease Description [Line Items]
Operating lease term of contract	3 years	3 years
Operating lease renewal term	1 month	1 month
Operating lease remaining lease term		1 month
Lease terms	1 year	1 year
Maximum [Member]
Lessee Lease Description [Line Items]
Operating lease term of contract	20 years	20 years
Operating lease renewal term	5 years	5 years
Operating lease remaining lease term		13 years
Lease terms	6 years	6 years
Accounting Standards Update 2016-02 [Member]
Lessee Lease Description [Line Items]
ASU adoption status	true	true
ASU adoption date	Jan. 1, 2019	Jan. 1, 2019
ASU adoption approach	Modified Retrospective	Modified Retrospective
Operating lease right-of-use assets				$ 225,300
Operating lease, liability				239,300
Cumulative effect of accounting change			$ 110
Derecognition of straight line lease liabilities net				14,100
Accounting Standards Update 2016-02 [Member] | Retained Earnings [Member]
Lessee Lease Description [Line Items]
Cumulative effect of accounting change			$ 110	$ 100

Leases - Components of Lease Ex

Leases - Components of Lease Expense (Detail) - USD ($) $ in Thousands	3 Months Ended	9 Months Ended
	Sep. 30, 2019	Sep. 30, 2019
Lessee Lease Description [Line Items]
Lease, Cost	$ 15,898	$ 47,971
Direct Salaries And Related Costs [Member]
Lessee Lease Description [Line Items]
Operating lease cost	37	170
Variable lease cost		(1)
General and Administrative [Member]
Lessee Lease Description [Line Items]
Operating lease cost	14,645	44,460
Short-term lease cost	970	1,783
Variable lease cost	1,116	3,426
Sublease income	$ (870)	$ (1,867)

Leases - Schedule of Supplement

Leases - Schedule of Supplemental Cash Flow Information Related to Leases (Detail) $ in Thousands	9 Months Ended
	Sep. 30, 2019USD ($)
Leases [Abstract]
Cash paid for amounts included in the measurement of operating lease liabilities - operating cash flows	$ 43,387
Right-of-use assets obtained in exchange for new operating lease liabilities	$ 18,447

Leases - Schedule of Additional

Leases - Schedule of Additional Supplemental Information Related to Leases (Detail)	Sep. 30, 2019
Leases [Abstract]
Weighted average remaining lease term of operating leases	5 years 4 months 24 days
Weighted average discount rate of operating leases	3.70%

Leases - Schedule of Maturities

Leases - Schedule of Maturities of Operating Lease Liabilities (Detail) $ in Thousands	Sep. 30, 2019USD ($)
Operating Lease Liabilities Payments Due [Abstract]
2019 (remainder of the year)	$ 10,767
2020	57,324
2021	51,118
2022	39,370
2023	25,829
2024 and thereafter	55,475
Total future lease payments	239,883
Less: Imputed interest	23,552
Present value of future lease payments	216,331
Less: Operating lease liabilities	48,323
Long-term operating lease liabilities	$ 168,008

Leases - Schedule of Future Min

Leases - Schedule of Future Minimum Rental Payments under Operating Leases under ASC 840 (Detail) $ in Thousands	Dec. 31, 2018USD ($)
Operating Leases Future Minimum Payments Due [Abstract]
2019	$ 53,071
2020	48,770
2021	43,324
2022	34,063
2023	22,583
2024 and thereafter	51,456
Total minimum payments required	$ 253,267

Costs Associated with Exit or_3

Costs Associated with Exit or Disposal Activities - Additional Information (Detail) - Americas [Member] $ in Millions	9 Months Ended
	Sep. 30, 2019USD ($)	Dec. 31, 2018Seat
Restructuring Cost And Reserve [Line Items]
Total cash payment related to restructuring	$ 11.8
2018 Exit Plan [Member]
Restructuring Cost And Reserve [Line Items]
Reduction in number of seats | Seat		5,000
Total cash payment related to restructuring	$ 10.4
Lease termination date	Jun. 30, 2021
2019 Exit Plan [Member]
Restructuring Cost And Reserve [Line Items]
Total cash payment related to restructuring	$ 1.4

Costs Associated with Exit or_4

Costs Associated with Exit or Disposal Activities - Cumulative Total Costs Expected and Incurred to Date Related to Cash and Non-Cash Expenditures Resulting from Exit Plan (Detail) - Americas [Member] $ in Thousands	Sep. 30, 2019USD ($)
2018 Exit Plan [Member]
Restructuring Cost And Reserve [Line Items]
Cumulative Costs Expected and Incurred to Date	$ 17,427
2018 Exit Plan [Member] | Lease Obligations and Facility Exit Costs [Member] | General and Administrative [Member]
Restructuring Cost And Reserve [Line Items]
Cumulative Costs Expected and Incurred to Date	7,073
2018 Exit Plan [Member] | Severance and Related Costs [Member] | General and Administrative [Member]
Restructuring Cost And Reserve [Line Items]
Cumulative Costs Expected and Incurred to Date	1,053
2018 Exit Plan [Member] | Severance and Related Costs [Member] | Direct Salaries and Related Costs [Member]
Restructuring Cost And Reserve [Line Items]
Cumulative Costs Expected and Incurred to Date	3,426
2018 Exit Plan [Member] | Non-Cash Impairment Charges [Member]
Restructuring Cost And Reserve [Line Items]
Cumulative Costs Expected and Incurred to Date	5,875
2019 Exit Plan [Member]
Restructuring Cost And Reserve [Line Items]
Cumulative Costs Expected and Incurred to Date	4,232
2019 Exit Plan [Member] | Lease Obligations and Facility Exit Costs [Member] | General and Administrative [Member]
Restructuring Cost And Reserve [Line Items]
Cumulative Costs Expected and Incurred to Date	54
2019 Exit Plan [Member] | Severance and Related Costs [Member] | General and Administrative [Member]
Restructuring Cost And Reserve [Line Items]
Cumulative Costs Expected and Incurred to Date	2,161
2019 Exit Plan [Member] | Severance and Related Costs [Member] | Direct Salaries and Related Costs [Member]
Restructuring Cost And Reserve [Line Items]
Cumulative Costs Expected and Incurred to Date	191
2019 Exit Plan [Member] | Non-Cash Impairment Charges [Member]
Restructuring Cost And Reserve [Line Items]
Cumulative Costs Expected and Incurred to Date	1,582
2019 Exit Plan [Member] | Other Non-Cash Charges [Member]
Restructuring Cost And Reserve [Line Items]
Cumulative Costs Expected and Incurred to Date	$ 244

Costs Associated with Exit or_5

Costs Associated with Exit or Disposal Activities - Summary of Accrued Liability and Related Charges (Detail) - Americas [Member] - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
2018 Exit Plan [Member]
Restructuring Reserve [Roll Forward]
Balance at the beginning of the period	$ 351	$ 3,305	$ 2,586	$ 0
Cash payments	(162)	(4,649)	(1,062)	(5,209)
Balance sheet reclassifications		119	(1,338)	335
Balance at the end of the period	197	5,953	197	5,953
2018 Exit Plan [Member] | General and Administrative [Member]
Restructuring Reserve [Roll Forward]
Restructuring charges (reversals)	8	4,163	14	7,410
2018 Exit Plan [Member] | Direct Salaries and Related Costs [Member]
Restructuring Reserve [Roll Forward]
Restructuring charges (reversals)		3,015	(3)	3,417
2018 Exit Plan [Member] | Lease Obligations and Facility Exit Costs [Member]
Restructuring Reserve [Roll Forward]
Balance at the beginning of the period	129	2,815	1,769	0
Cash payments	(33)	(1,440)	(331)	(1,869)
Balance sheet reclassifications		119	(1,338)	335
Balance at the end of the period	96	5,326	96	5,326
2018 Exit Plan [Member] | Lease Obligations and Facility Exit Costs [Member] | General and Administrative [Member]
Restructuring Reserve [Roll Forward]
Restructuring charges (reversals)		3,832	(4)	6,860
2018 Exit Plan [Member] | Severance and Related Costs [Member]
Restructuring Reserve [Roll Forward]
Balance at the beginning of the period	222	490	817	0
Cash payments	(129)	(3,209)	(731)	(3,340)
Balance at the end of the period	101	627	101	627
2018 Exit Plan [Member] | Severance and Related Costs [Member] | General and Administrative [Member]
Restructuring Reserve [Roll Forward]
Restructuring charges (reversals)	8	331	18	550
2018 Exit Plan [Member] | Severance and Related Costs [Member] | Direct Salaries and Related Costs [Member]
Restructuring Reserve [Roll Forward]
Restructuring charges (reversals)		$ 3,015	(3)	$ 3,417
2019 Exit Plan [Member]
Restructuring Reserve [Roll Forward]
Balance at the beginning of the period	1,615		0
Cash payments	(649)		(1,448)
Balance at the end of the period	958		958
2019 Exit Plan [Member] | General and Administrative [Member]
Restructuring Reserve [Roll Forward]
Restructuring charges (reversals)	(8)		2,215
2019 Exit Plan [Member] | Direct Salaries and Related Costs [Member]
Restructuring Reserve [Roll Forward]
Restructuring charges (reversals)			191
2019 Exit Plan [Member] | Lease Obligations and Facility Exit Costs [Member]
Restructuring Reserve [Roll Forward]
Balance at the beginning of the period	54		0
Balance at the end of the period	54		54
2019 Exit Plan [Member] | Lease Obligations and Facility Exit Costs [Member] | General and Administrative [Member]
Restructuring Reserve [Roll Forward]
Restructuring charges (reversals)			54
2019 Exit Plan [Member] | Severance and Related Costs [Member]
Restructuring Reserve [Roll Forward]
Balance at the beginning of the period	1,561		0
Cash payments	(649)		(1,448)
Balance at the end of the period	904		904
2019 Exit Plan [Member] | Severance and Related Costs [Member] | General and Administrative [Member]
Restructuring Reserve [Roll Forward]
Restructuring charges (reversals)	$ (8)		2,161
2019 Exit Plan [Member] | Severance and Related Costs [Member] | Direct Salaries and Related Costs [Member]
Restructuring Reserve [Roll Forward]
Restructuring charges (reversals)			$ 191

Costs Associated with Exit or_6

Costs Associated with Exit or Disposal Activities - Summary of Company's Short-term and Long-term Accrued Liability with Exit Plan (Detail) - Americas [Member] - USD ($) $ in Thousands	Sep. 30, 2019	Jun. 30, 2019	Dec. 31, 2018	Sep. 30, 2018	Jun. 30, 2018	Dec. 31, 2017
2018 Exit Plan [Member]
Restructuring Cost And Reserve [Line Items]
Restructuring reserve	$ 197	$ 351	$ 2,586	$ 5,953	$ 3,305	$ 0
2018 Exit Plan [Member] | Lease Obligations and Facility Exit Costs [Member]
Restructuring Cost And Reserve [Line Items]
Restructuring reserve	96	129	1,769	5,326	2,815	0
2018 Exit Plan [Member] | Severance and Related Costs [Member]
Restructuring Cost And Reserve [Line Items]
Restructuring reserve	101	222	817	$ 627	$ 490	$ 0
2018 Exit Plan [Member] | Accounts Payable [Member] | Lease Obligations and Facility Exit Costs [Member]
Restructuring Cost And Reserve [Line Items]
Short-term accrued restructuring liability			100
2018 Exit Plan [Member] | Other Accrued Expenses and Current Liabilities [Member] | Lease Obligations and Facility Exit Costs [Member]
Restructuring Cost And Reserve [Line Items]
Short-term accrued restructuring liability	55		952
2018 Exit Plan [Member] | Other Accrued Expenses and Current Liabilities [Member] | Severance and Related Costs [Member]
Restructuring Cost And Reserve [Line Items]
Short-term accrued restructuring liability			24
2018 Exit Plan [Member] | Other Long-Term Liabilities [Member] | Lease Obligations and Facility Exit Costs [Member]
Restructuring Cost And Reserve [Line Items]
Long-term accrued restructuring liability	41		717
2018 Exit Plan [Member] | Accrued Employee Compensation and Benefits [Member] | Severance and Related Costs [Member]
Restructuring Cost And Reserve [Line Items]
Short-term accrued restructuring liability	101		793
2019 Exit Plan [Member]
Restructuring Cost And Reserve [Line Items]
Restructuring reserve	958	1,615	0
2019 Exit Plan [Member] | Lease Obligations and Facility Exit Costs [Member]
Restructuring Cost And Reserve [Line Items]
Restructuring reserve	54	54	0
2019 Exit Plan [Member] | Severance and Related Costs [Member]
Restructuring Cost And Reserve [Line Items]
Restructuring reserve	904	$ 1,561	$ 0
2019 Exit Plan [Member] | Accounts Payable [Member] | Lease Obligations and Facility Exit Costs [Member]
Restructuring Cost And Reserve [Line Items]
Short-term accrued restructuring liability	54
2019 Exit Plan [Member] | Other Accrued Expenses and Current Liabilities [Member] | Severance and Related Costs [Member]
Restructuring Cost And Reserve [Line Items]
Short-term accrued restructuring liability	2
2019 Exit Plan [Member] | Accrued Employee Compensation and Benefits [Member] | Severance and Related Costs [Member]
Restructuring Cost And Reserve [Line Items]
Short-term accrued restructuring liability	$ 902

Fair Value - Assets and Liabili

Fair Value - Assets and Liabilities Measured at Fair Value on a Recurring Basis (Detail) - USD ($) $ in Thousands	Sep. 30, 2019	Dec. 31, 2018
Assets:
Derivative Assets	$ 2,576	$ 1,078
Total assets	15,593	12,520
Liabilities:
Derivative Liabilities	425	3,264
Total liabilities	425	3,264
Foreign Currency Contracts [Member]
Assets:
Derivative Assets	2,576	1,068
Liabilities:
Derivative Liabilities	425	2,895
Equity Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Other Current Assets [Member]
Assets:
Investments held in rabbi trust for the Deferred Compensation Plan	8,305	8,075
Debt Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Other Current Assets [Member]
Assets:
Investments held in rabbi trust for the Deferred Compensation Plan	4,712	3,367
Embedded Derivatives [Member]
Assets:
Derivative Assets		10
Liabilities:
Derivative Liabilities		369
Quoted Prices in Active Markets For Identical Assets Level 1 [Member]
Assets:
Total assets	13,017	11,442
Liabilities:
Total liabilities	0	0
Quoted Prices in Active Markets For Identical Assets Level 1 [Member] | Foreign Currency Contracts [Member]
Assets:
Derivative Assets	0	0
Liabilities:
Derivative Liabilities	0	0
Quoted Prices in Active Markets For Identical Assets Level 1 [Member] | Equity Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Other Current Assets [Member]
Assets:
Investments held in rabbi trust for the Deferred Compensation Plan	8,305	8,075
Quoted Prices in Active Markets For Identical Assets Level 1 [Member] | Debt Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Other Current Assets [Member]
Assets:
Investments held in rabbi trust for the Deferred Compensation Plan	4,712	3,367
Quoted Prices in Active Markets For Identical Assets Level 1 [Member] | Embedded Derivatives [Member]
Assets:
Derivative Assets		0
Liabilities:
Derivative Liabilities		0
Significant Other Observable Inputs Level 2 [Member]
Assets:
Total assets	2,576	1,068
Liabilities:
Total liabilities	425	2,895
Significant Other Observable Inputs Level 2 [Member] | Foreign Currency Contracts [Member]
Assets:
Derivative Assets	2,576	1,068
Liabilities:
Derivative Liabilities	425	2,895
Significant Other Observable Inputs Level 2 [Member] | Equity Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Other Current Assets [Member]
Assets:
Investments held in rabbi trust for the Deferred Compensation Plan	0	0
Significant Other Observable Inputs Level 2 [Member] | Debt Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Other Current Assets [Member]
Assets:
Investments held in rabbi trust for the Deferred Compensation Plan	0	0
Significant Other Observable Inputs Level 2 [Member] | Embedded Derivatives [Member]
Assets:
Derivative Assets		0
Liabilities:
Derivative Liabilities		0
Significant Unobservable Inputs Level 3 [Member]
Assets:
Total assets	0	10
Liabilities:
Total liabilities	0	369
Significant Unobservable Inputs Level 3 [Member] | Foreign Currency Contracts [Member]
Assets:
Derivative Assets	0	0
Liabilities:
Derivative Liabilities	0	0
Significant Unobservable Inputs Level 3 [Member] | Equity Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Other Current Assets [Member]
Assets:
Investments held in rabbi trust for the Deferred Compensation Plan	0	0
Significant Unobservable Inputs Level 3 [Member] | Debt Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Other Current Assets [Member]
Assets:
Investments held in rabbi trust for the Deferred Compensation Plan	$ 0	0
Significant Unobservable Inputs Level 3 [Member] | Embedded Derivatives [Member]
Assets:
Derivative Assets		10
Liabilities:
Derivative Liabilities		$ 369

Fair Value - Rollforward of Net

Fair Value - Rollforward of Net Asset (Liability) Activity of Fair Value of Embedded Derivatives (Detail) - Embedded Derivatives [Member] - USD ($) $ in Thousands	3 Months Ended	9 Months Ended
	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
Fair Value, Net Derivative Asset (Liability) Measured on Recurring Basis, Unobservable Input Reconciliation [Roll Forward]
Balance at the beginning of the period	$ (598)	$ (359)	$ (527)
Settlements	38		118
Effect of foreign currency	(1)		13
Balance at the end of the period	(402)		(402)
Accounting Standards Update 2016-02 [Member]
Fair Value, Net Derivative Asset (Liability) Measured on Recurring Basis, Unobservable Input Reconciliation [Roll Forward]
Derecognition of embedded derivatives		$ 359
Other Income (Expense), Net [Member]
Fair Value, Net Derivative Asset (Liability) Measured on Recurring Basis, Unobservable Input Reconciliation [Roll Forward]
Gains (losses) recognized in "Other income (expense), net"	159		(6)
Fair Value, Assets and Liabilities Measured on Recurring Basis, Unobservable Input Reconciliation [Abstract]
Change in unrealized gains (losses) included in "Other income (expense), net" related to embedded derivatives held at the end of the period	$ 153		$ (19)

Fair Value - Summary of Total I

Fair Value - Summary of Total Impairment Losses Related to Nonrecurring Fair Value Measurements of Certain Assets (Detail) - USD ($) $ in Thousands	3 Months Ended	9 Months Ended
	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
Fair Value Of Assets And Liabilities Measured On Non Recurring Basis [Line Items]
Impairment of long-lived assets	$ (555)	$ (1,711)	$ (9,256)
Significant Unobservable Inputs Level 3 [Member] | Fair Value, Measurements, Nonrecurring [Member] | Americas [Member]
Fair Value Of Assets And Liabilities Measured On Non Recurring Basis [Line Items]
Operating lease right-of-use assets		(1,368)
Significant Unobservable Inputs Level 3 [Member] | Fair Value, Measurements, Nonrecurring [Member] | Property and Equipment [Member] | Americas [Member]
Fair Value Of Assets And Liabilities Measured On Non Recurring Basis [Line Items]
Impairment of long-lived assets	$ (555)	$ (343)	$ (9,256)

Goodwill and Intangible Asset_2

Goodwill and Intangible Assets - Company's Purchased Intangible Assets (Detail) - USD ($) $ in Thousands	9 Months Ended	12 Months Ended
	Sep. 30, 2019	Dec. 31, 2018
Acquired Finite-Lived Intangible Assets [Line Items]
Gross Intangibles	$ 293,056	$ 294,093
Accumulated Amortization	(132,577)	(120,062)
Net Intangibles	$ 160,479	$ 174,031
Weighted Average Amortization Period (years)	5 years	5 years
Customer Relationships [Member]
Acquired Finite-Lived Intangible Assets [Line Items]
Gross Intangibles	$ 189,177	$ 189,697
Accumulated Amortization	(117,027)	(106,502)
Net Intangibles	$ 72,150	$ 83,195
Weighted Average Amortization Period (years)	10 years	10 years
Trade Name and Trademarks [Member]
Acquired Finite-Lived Intangible Assets [Line Items]
Gross Intangibles	$ 19,093	$ 19,236
Accumulated Amortization	(12,310)	(10,594)
Net Intangibles	$ 6,783	$ 8,642
Weighted Average Amortization Period (years)	8 years	8 years
Non-Compete Agreements [Member]
Acquired Finite-Lived Intangible Assets [Line Items]
Gross Intangibles	$ 2,714	$ 2,746
Accumulated Amortization	(2,088)	(1,724)
Net Intangibles	$ 626	$ 1,022
Weighted Average Amortization Period (years)	3 years	3 years
Content Library [Member]
Acquired Finite-Lived Intangible Assets [Line Items]
Gross Intangibles	$ 492	$ 517
Accumulated Amortization	$ (492)	$ (517)
Weighted Average Amortization Period (years)	2 years	2 years
Proprietary Software [Member]
Acquired Finite-Lived Intangible Assets [Line Items]
Gross Intangibles	$ 870	$ 1,040
Accumulated Amortization	(660)	(725)
Net Intangibles	$ 210	$ 315
Weighted Average Amortization Period (years)	5 years	4 years
Domain Names Not Subject To Amortization [Member]
Acquired Finite-Lived Intangible Assets [Line Items]
Gross Intangibles	$ 80,710	$ 80,857
Net Intangibles	$ 80,710	$ 80,857

Goodwill and Intangible Asset_3

Goodwill and Intangible Assets - Estimated Future Amortization Expense (Detail) $ in Thousands	Sep. 30, 2019USD ($)
Finite-Lived Intangible Assets, Net, Amortization Expense, Fiscal Year Maturity [Abstract]
2019 (remainder of the year)	$ 4,054
2020	13,897
2021	9,312
2022	8,035
2023	7,205
2024	6,960
2025 and thereafter	$ 30,306

Goodwill and Intangible Asset_4

Goodwill and Intangible Assets - Changes in Goodwill (Detail) - USD ($) $ in Thousands	9 Months Ended	12 Months Ended
	Sep. 30, 2019	Dec. 31, 2018
Goodwill [Line Items]
Beginning Balance, Goodwill Net	$ 302,517	$ 269,265
Acquisition-Related	1,078
Acquisition-Related		38,536
Effect of Foreign Currency	205	(5,284)
Ending Balance, Goodwill Net	303,800	302,517
Americas [Member]
Goodwill [Line Items]
Beginning Balance, Goodwill Net	255,436	258,496
Acquisition-Related	1,202
Acquisition-Related		2,175
Effect of Foreign Currency	1,799	(5,235)
Ending Balance, Goodwill Net	258,437	255,436
EMEA [Member]
Goodwill [Line Items]
Beginning Balance, Goodwill Net	47,081	10,769
Acquisition-Related	(124)
Acquisition-Related		36,361
Effect of Foreign Currency	(1,594)	(49)
Ending Balance, Goodwill Net	$ 45,363	$ 47,081

Goodwill and Intangible Asset_5

Goodwill and Intangible Assets - Additional Information (Detail)	9 Months Ended
	Sep. 30, 2019USD ($)Reporting_Unit	Dec. 31, 2018USD ($)	Dec. 31, 2017USD ($)
Goodwill [Line Items]
Number of reporting units | Reporting_Unit	7
Number of reporting units, fair value in excess of carrying value | Reporting_Unit	3
Goodwill	$ 303,800,000	$ 302,517,000	$ 269,265,000
Clearlink [Member]
Goodwill [Line Items]
Goodwill Impairment Loss	0
Goodwill	74,100,000
Symphony [Member]
Goodwill [Line Items]
Goodwill Impairment Loss	0
Goodwill	35,700,000
LATAM [Member]
Goodwill [Line Items]
Goodwill Impairment Loss	0
Goodwill	19,200,000
Qelp [Member]
Goodwill [Line Items]
Goodwill Impairment Loss	0
Goodwill	$ 9,700,000

Financial Derivatives - Deferre

Financial Derivatives - Deferred Gains (Losses) and Related Taxes on Cash Flow Hedges (Detail) - USD ($) $ in Thousands	9 Months Ended
	Sep. 30, 2019	Dec. 31, 2018
Derivative Instruments And Hedging Activities Disclosure [Abstract]
Deferred gains (losses) in AOCI	$ 1,553	$ (1,825)
Tax on deferred gains (losses) in AOCI	(47)	(39)
Deferred gains (losses) in AOCI, net of taxes	1,506	$ (1,864)
Deferred gains (losses) expected to be reclassified to "Revenues" from AOCI during the next twelve months	$ 1,553

Financial Derivatives - Outstan

Financial Derivatives - Outstanding Foreign Currency Forward Contracts, Options and Embedded Derivatives (Detail) - USD ($) $ in Thousands	9 Months Ended	12 Months Ended
	Sep. 30, 2019	Dec. 31, 2018
Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Cash Flow Hedges [Member] | Option Contracts [Member] | US Dollars/Philippine Pesos [Member]
Derivative [Line Items]
Notional Amount	$ 77,000	$ 26,250
Settle Through Date	Sep. 30, 2020	Dec. 31, 2019
Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Cash Flow Hedges [Member] | Forwards [Member] | US Dollars/Philippine Pesos [Member]
Derivative [Line Items]
Notional Amount		$ 39,000
Settle Through Date		Sep. 30, 2019
Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Cash Flow Hedges [Member] | Forwards [Member] | US Dollars/Costa Rican Colones [Member]
Derivative [Line Items]
Notional Amount	$ 27,000	$ 67,000
Settle Through Date	Jun. 30, 2020	Dec. 31, 2019
Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Cash Flow Hedges [Member] | Forwards [Member] | Euros/Hungarian Forints [Member]
Derivative [Line Items]
Notional Amount	$ 752
Settle Through Date	Dec. 31, 2019
Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Cash Flow Hedges [Member] | Forwards [Member] | Euros/Romanian Leis [Member]
Derivative [Line Items]
Notional Amount	$ 4,142
Settle Through Date	Dec. 31, 2019
Derivatives Not Designated as Hedging Instruments under ASC 815 [Member] | Forwards [Member]
Derivative [Line Items]
Notional Amount	$ 25,161	$ 19,261
Settle Through Date	Nov. 30, 2021	Nov. 30, 2021
Derivatives Not Designated as Hedging Instruments under ASC 815 [Member] | Embedded Derivatives [Member]
Derivative [Line Items]
Notional Amount		$ 14,069
Settle Through Date		Apr. 30, 2030

Financial Derivatives - Additio

Financial Derivatives - Additional Information (Detail) - USD ($)	9 Months Ended	12 Months Ended
	Sep. 30, 2019	Dec. 31, 2018
Derivative Instruments And Hedging Activities Disclosure [Abstract]
Maximum amount of loss due to credit risk	$ 2,600,000	$ 1,100,000
Total net settlement amount asset positions	2,400,000	1,100,000
Total net settlement amount liability positions	$ 200,000	$ 2,900,000

Financial Derivatives - Derivat

Financial Derivatives - Derivative Instruments Fair Value (Detail) - USD ($) $ in Thousands	Sep. 30, 2019	Dec. 31, 2018
Derivatives, Fair Value [Line Items]
Derivative Assets	$ 2,576	$ 1,078
Derivative Liabilities	425	3,264
Derivatives Not Designated as Hedging Instruments [Member] | Foreign Currency Contracts [Member] | Other Current Assets [Member]
Derivatives, Fair Value [Line Items]
Derivative Assets	81	30
Derivatives Not Designated as Hedging Instruments [Member] | Foreign Currency Contracts [Member] | Deferred Charges and Other Assets [Member]
Derivatives, Fair Value [Line Items]
Derivative Assets	137
Derivatives Not Designated as Hedging Instruments [Member] | Foreign Currency Contracts [Member] | Other Accrued Expenses and Current Liabilities [Member]
Derivatives, Fair Value [Line Items]
Derivative Liabilities	397	247
Derivatives Not Designated as Hedging Instruments [Member] | Foreign Currency Contracts [Member] | Other Long-Term Liabilities [Member]
Derivatives, Fair Value [Line Items]
Derivative Liabilities		44
Derivatives Not Designated as Hedging Instruments [Member] | Embedded Derivatives [Member] | Other Current Assets [Member]
Derivatives, Fair Value [Line Items]
Derivative Assets		10
Derivatives Not Designated as Hedging Instruments [Member] | Embedded Derivatives [Member] | Other Accrued Expenses and Current Liabilities [Member]
Derivatives, Fair Value [Line Items]
Derivative Liabilities		8
Derivatives Not Designated as Hedging Instruments [Member] | Embedded Derivatives [Member] | Other Long-Term Liabilities [Member]
Derivatives, Fair Value [Line Items]
Derivative Liabilities		361
Cash Flow Hedges [Member] | Derivatives Designated as Hedging Instruments [Member] | Foreign Currency Contracts [Member] | Other Current Assets [Member]
Derivatives, Fair Value [Line Items]
Derivative Assets	2,358	1,038
Cash Flow Hedges [Member] | Derivatives Designated as Hedging Instruments [Member] | Foreign Currency Contracts [Member] | Other Accrued Expenses and Current Liabilities [Member]
Derivatives, Fair Value [Line Items]
Derivative Liabilities	$ 28	$ 2,604

Financial Derivatives - Effect

Financial Derivatives - Effect of Company's Derivative Instruments (Detail) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
Derivative Instruments, Gain (Loss) [Line Items]
Revenues	$ 397,547	$ 399,333	$ 1,189,478	$ 1,210,489
Gains (losses) recognized from derivatives	(363)	(380)	(828)	(1,807)
Derivatives Designated as Hedging Instruments [Member] | Cash Flow Hedges [Member] | Foreign Currency Contracts [Member]
Derivative Instruments, Gain (Loss) [Line Items]
Gains (losses) recognized in AOCI:	(36)	(1,839)	4,733	(4,840)
Revenues [Member] | Derivatives Designated as Hedging Instruments [Member] | Cash Flow Hedges [Member] | Foreign Currency Contracts [Member]
Derivative Instruments, Gain (Loss) [Line Items]
Gains (losses) reclassified from AOCI:	1,134	183	1,264	619
Other Income (Expense), Net [Member] | Derivatives Not Designated as Hedging Instruments under ASC 815 [Member] | Foreign Currency Contracts [Member]
Derivative Instruments, Gain (Loss) [Line Items]
Gains (losses) recognized from derivatives	$ (363)	(539)	$ (828)	(1,801)
Other Income (Expense), Net [Member] | Derivatives Not Designated as Hedging Instruments under ASC 815 [Member] | Embedded Derivatives [Member]
Derivative Instruments, Gain (Loss) [Line Items]
Gains (losses) recognized from derivatives		$ 159		$ (6)

Investments Held in Rabbi Tru_3

Investments Held in Rabbi Trust - Investments Held in Rabbi Trust, Classified as Trading (Detail) - Mutual Funds [Member] - USD ($) $ in Thousands	Sep. 30, 2019	Dec. 31, 2018
Schedule of Trading Securities and Other Trading Assets [Line Items]
Mutual funds, Cost	$ 9,455	$ 8,864
Other Current Assets [Member]
Schedule of Trading Securities and Other Trading Assets [Line Items]
Mutual funds, Fair Value	$ 13,017	$ 11,442

Investments Held in Rabbi Tru_4

Investments Held in Rabbi Trust - Additional Information (Detail)	Sep. 30, 2019
Equity-Based Securities [Member]
Schedule of Trading Securities and Other Trading Assets [Line Items]
Mutual funds held in rabbi trust	64.00%
Debt-Based Securities [Member]
Schedule of Trading Securities and Other Trading Assets [Line Items]
Mutual funds held in rabbi trust	36.00%

Investments Held in Rabbi Tru_5

Investments Held in Rabbi Trust - Components of Investment Income (Losses), Included in Other Income (Expense), Net in Accompanying Consolidated Statements of Operations (Detail) - Other Income (Expense), Net [Member] - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
Schedule of Trading Securities and Other Trading Assets [Line Items]
Net realized gains (losses) from sale of trading securities	$ 62	$ 10	$ 128	$ 42
Dividend and interest income	35	31	117	99
Net unrealized holding gains (losses)	(56)	366	1,402	383
Net investment income (losses)	$ 41	$ 407	$ 1,647	$ 524

Borrowings - Additional Informa

Borrowings - Additional Information (Detail) - USD ($)	1 Months Ended	9 Months Ended
	Jan. 31, 2018	Sep. 30, 2019	Sep. 30, 2018	Feb. 14, 2019	Dec. 31, 2018	May 12, 2015
Line of Credit Facility [Line Items]
Outstanding borrowings		$ 77,000,000			$ 102,000,000
Debt issuance costs paid		1,098,000
Long-term debt repaid		$ 37,000,000	$ 220,000,000
Revolving Credit Facility [Member] | 2019 Credit Agreement [Member]
Line of Credit Facility [Line Items]
Maximum borrowing capacity				$ 500,000,000
Line of credit facility, expiration date		Feb. 14, 2024
Outstanding borrowings		$ 77,000,000
Credit agreement customary fees description		the Company is required to pay certain customary fees, including a commitment fee determined quarterly based on the Company’s leverage ratio and due quarterly in arrears as calculated on the average unused amount of the 2019 Credit Agreement.
Debt issuance costs paid		$ 1,100,000
Revolving Credit Facility [Member] | 2019 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%
Revolving Credit Facility [Member] | 2019 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%
Revolving Credit Facility [Member] | 2015 Credit Agreement [Member]
Line of Credit Facility [Line Items]
Maximum borrowing capacity						$ 440,000,000
Outstanding borrowings					$ 102,000,000
Debt issuance costs, net				300,000
Long-term debt repaid	$ 175,000,000
Alternate-Currency Sub-Facility [Member] | 2019 Credit Agreement [Member]
Line of Credit Facility [Line Items]
Maximum borrowing capacity				200,000,000
Swingline Sub-Facility [Member] | 2019 Credit Agreement [Member]
Line of Credit Facility [Line Items]
Maximum borrowing capacity				15,000,000
Letter of Credit [Member] | 2019 Credit Agreement [Member]
Line of Credit Facility [Line Items]
Maximum borrowing capacity				$ 15,000,000

Borrowings - Information Relate

Borrowings - Information Related to Credit Agreements (Detail) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
Line Of Credit Facility [Abstract]
Average daily utilization	$ 91,935	$ 101,087	$ 92,495	$ 107,454
Interest expense	$ 899	$ 923	$ 2,783	$ 2,839
Weighted average interest rate	3.90%	3.60%	4.00%	3.60%

Accumulated Other Comprehensi_3

Accumulated Other Comprehensive Income (Loss) - Components of Accumulated Other Comprehensive Income (Loss) (Detail) - USD ($) $ in Thousands	9 Months Ended	12 Months Ended
	Sep. 30, 2019	Dec. 31, 2018
Accumulated Other Comprehensive Income (Loss) [Line Items]
Beginning Balance	$ 826,609	$ 796,479
Ending Balance	838,151	826,609
Foreign Currency Translation Adjustments [Member]
Accumulated Other Comprehensive Income (Loss) [Line Items]
Beginning Balance	(58,253)	(36,315)
Pre-tax amount	(7,048)	(22,158)
Foreign currency translation	56	220
Ending Balance	(65,245)	(58,253)
Unrealized Gain (Loss) on Net Investment Hedge [Member]
Accumulated Other Comprehensive Income (Loss) [Line Items]
Beginning Balance	1,046	1,046
Ending Balance	1,046	1,046
Unrealized Gain (Loss) on Cash Flow Hedging Instruments [Member]
Accumulated Other Comprehensive Income (Loss) [Line Items]
Beginning Balance	(1,864)	2,471
Pre-tax amount	4,733	(4,287)
Tax (provision) benefit	(85)	84
Reclassification of (gain) loss to net income	(1,186)	6
Foreign currency translation	(92)	(138)
Ending Balance	1,506	(1,864)
Unrealized Actuarial Gain (Loss) Related to Pension Liability [Member]
Accumulated Other Comprehensive Income (Loss) [Line Items]
Beginning Balance	2,256	1,574
Pre-tax amount		783
Tax (provision) benefit	10	47
Reclassification of (gain) loss to net income	(72)	(66)
Foreign currency translation	36	(82)
Ending Balance	2,230	2,256
Unrealized Gain (Loss) on Postretirement Obligation [Member]
Accumulated Other Comprehensive Income (Loss) [Line Items]
Beginning Balance	40	120
Reclassification of (gain) loss to net income	(15)	(80)
Ending Balance	25	40
Accumulated Other Comprehensive Income (Loss) [Member]
Accumulated Other Comprehensive Income (Loss) [Line Items]
Beginning Balance	(56,775)	(31,104)
Pre-tax amount	(2,315)	(25,662)
Tax (provision) benefit	(75)	131
Reclassification of (gain) loss to net income	(1,273)	(140)
Ending Balance	$ (60,438)	$ (56,775)

Accumulated Other Comprehensi_4

Accumulated Other Comprehensive Income (Loss) - Amounts Reclassified to Net Income from Accumulated Other Comprehensive Income (Loss) (Detail) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
Reclassification Adjustment out of Accumulated Other Comprehensive Income [Line Items]
Pre-tax amount	$ 23,794	$ 14,380	$ 53,898	$ 32,733
Tax (provision) benefit	5,689	628	12,837	855
Reclassification of gain (loss) to net income	18,105	13,752	41,061	31,878
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	1,130	302	1,273	817
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	(33)	19	(78)	43
Reclassification of gain (loss) to net income	1,101	202	1,186	662
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	3	3	9	9
Reclassification of gain (loss) to net income	24	16	72	51
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	1,134	183	1,264	619
Reclassification out of Accumulated Other Comprehensive Income [Member] | Other Income (Expense), Net [Member] | Actuarial Gain (Loss) Related to Pension Liability [Member]
Reclassification Adjustment out of Accumulated Other Comprehensive Income [Line Items]
Pre-tax amount	21	13	63	42
Reclassification out of Accumulated Other Comprehensive Income [Member] | Other Income (Expense), Net [Member] | Gain (Loss) on Postretirement Obligation [Member]
Reclassification Adjustment out of Accumulated Other Comprehensive Income [Line Items]
Reclassification of gain (loss) to net income	$ 5	$ 84	$ 15	$ 104

Income Taxes - Summary of Effec

Income Taxes - Summary of Effective Tax Rates (Detail)	3 Months Ended		9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
Income Tax Disclosure [Abstract]
Effective tax rate	23.90%	4.40%	23.80%	2.60%

Income Taxes - Additional Infor

Income Taxes - Additional Information (Detail) - USD ($) $ in Millions	3 Months Ended		9 Months Ended	12 Months Ended
	Sep. 30, 2019	Dec. 31, 2017	Sep. 30, 2019	Dec. 31, 2018	Dec. 31, 2017
Income Tax [Line Items]
Statutory federal income tax rate	21.00%		21.00%		35.00%
Change in effective tax rate, tax settlements	$ 1.9		$ 5.3
2017 Tax Reform Act, provision for income tax		$ 32.7			$ 32.7
2017 Tax Reform Act, one-time transition tax on repatriation of foreign earnings		32.7			32.7
Undistributed earnings of foreign subsidiaries		531.8			531.8
2017 Tax Reform Act, foreign withholding taxes on certain anticipated distributions		1			1
2017 Tax Reform Act, provisional benefit related to remeasurement of certain deferred tax assets and liabilities		$ (1)			$ (1)
2017 Tax Reform Act, decrease in original provisional tax				$ (0.2)
Canada Revenue Agency [Member]
Income Tax [Line Items]
Income tax benefit recognized on settlement of Canadian audit			$ (2.8)

Earnings Per Share - Numbers of

Earnings Per Share - Numbers of Shares Used in Earnings Per Share Computation (Detail) - shares shares in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
Basic:
Weighted average common shares outstanding	41,190	42,136	41,808	42,070
Diluted:
Dilutive effect of stock appreciation rights, restricted stock, restricted stock units and shares held in rabbi trust	117	68	100	131
Total weighted average diluted shares outstanding	41,307	42,204	41,908	42,201
Anti-dilutive shares excluded from the diluted earnings per share calculation	52	23	174	11

Earnings Per Share - Additional

Earnings Per Share - Additional Information (Detail) - 2011 Share Repurchase Program [Member] - shares	3 Months Ended	9 Months Ended	97 Months Ended
	Sep. 30, 2019	Sep. 30, 2019	Sep. 30, 2019	Mar. 16, 2016	Aug. 18, 2011
Equity, Class of Treasury Stock [Line Items]
Maximum amount of shares authorized for repurchase				10,000,000	5,000,000
Total Number of Shares Repurchased	369,000	1,140,000	6,400,000
Increase in shares authorized for repurchase				5,000,000

Earnings Per Share - Shares Rep

Earnings Per Share - Shares Repurchased (Detail) - USD ($) $ / shares in Units, shares in Thousands, $ in Thousands	3 Months Ended		9 Months Ended	97 Months Ended
	Sep. 30, 2019	Jun. 30, 2019	Sep. 30, 2019	Sep. 30, 2019
Schedule Of Shares Repurchased [Line Items]
Total Cost of Shares Repurchased	$ 10,103	$ 20,178	$ 30,281
Minimum [Member]
Schedule Of Shares Repurchased [Line Items]
Range of Prices Paid Per Share	$ 26.81		$ 24.72
Maximum [Member]
Schedule Of Shares Repurchased [Line Items]
Range of Prices Paid Per Share	$ 28		$ 28
2011 Share Repurchase Program [Member]
Schedule Of Shares Repurchased [Line Items]
Total Number of Shares Repurchased	369		1,140	6,400

Commitments and Loss Continge_2

Commitments and Loss Contingency - Additional Information (Detail)	9 Months Ended
	Sep. 30, 2019USD ($)
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
Loss Contingency, net of federal benefit	$ 1,500,000

Defined Benefit Pension Plan _3

Defined Benefit Pension Plan and Postretirement Benefits - Net Periodic Benefit Cost for Pension Plans (Detail) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
Defined Benefit Plan Net Periodic Benefit Cost [Abstract]
Service cost	$ 98	$ 106	$ 296	$ 329
Interest cost	62	46	186	144
Recognized actuarial (gains)	(21)	(13)	(63)	(42)
Net periodic benefit cost	$ 139	$ 139	$ 419	$ 431

Defined Benefit Pension Plan _4

Defined Benefit Pension Plan and Postretirement Benefits - Additional Information (Detail)	9 Months Ended
	Sep. 30, 2019
Pension Plans, Postretirement and Other Employee Benefits [Line Items]
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 Plan _5

Defined Benefit Pension Plan and Postretirement Benefits - Company's Contributions to Employee Retirement Savings Plans (Detail) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
Compensation And Retirement Disclosure [Abstract]
401(k) plan contributions	$ 410	$ 392	$ 1,295	$ 1,195

Defined Benefit Pension Plan _6

Defined Benefit Pension Plan and Postretirement Benefits - Post-Retirement Benefit Obligation and Unrealized Gain (Losses) (Detail) - Split-Dollar Life Insurance Arrangement [Member] - USD ($) $ in Thousands	Sep. 30, 2019	Dec. 31, 2018
Defined Benefit Plan Disclosure [Line Items]
Postretirement benefit obligation	$ 6	$ 12
Unrealized gains (losses) in AOCI	$ 25	$ 40

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 Both Plan and Non-Plan (Detail) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
General and Administrative [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Stock-based compensation (expense)	$ (1,504)	$ (1,567)	$ (5,594)	$ (5,317)
Income Taxes [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Income tax benefit	$ 361	$ 376	$ 1,343	$ 1,276

Stock-Based Compensation - Addi

Stock-Based Compensation - Additional Information (Detail) - 2011 Equity Incentive Plan [Member] - USD ($) $ / shares in Units, $ in Millions	3 Months Ended	9 Months Ended
	Sep. 30, 2019	Sep. 30, 2019
Performance-Based Restricted Shares [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Number of shares granted		338,732
Weighted average grant-date fair value		$ 28.43
Employment-Based Restricted Stock Units [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Number of shares granted		169,367
Weighted average grant-date fair value		$ 28.43
Acquisition-Related Restricted Shares [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Number of shares vested	35,577	35,577
Fair value of restricted stock units vested	$ 1.1	$ 1.1

Segments and Geographic Infor_3

Segments and Geographic Information - Additional Information (Detail)	9 Months Ended
	Sep. 30, 2019SegmentRegion
Segment Reporting [Abstract]
Number of operating regions | Region	2
Number of reportable segments | Segment	2

Segments and Geographic Infor_4

Segments and Geographic Information - Company's Reportable Segments (Detail) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
Segment Reporting Information [Line Items]
Revenues	$ 397,547	$ 399,333	$ 1,189,478	$ 1,210,489
Percentage of revenues	100.00%	100.00%	100.00%	100.00%
Depreciation, net	$ 12,449	$ 14,072	$ 39,398	$ 43,468
Amortization of intangibles	4,103	3,638	12,516	11,480
Income (loss) from operations	24,706	14,446	56,713	35,190
Total other income (expense), net	(912)	(66)	(2,815)	(2,457)
Income taxes	(5,689)	(628)	(12,837)	(855)
Net income	18,105	13,752	41,061	31,878
Americas [Member]
Segment Reporting Information [Line Items]
Revenues	318,097	328,762	953,181	996,524
Americas [Member] | Operating Segments [Member]
Segment Reporting Information [Line Items]
Revenues	$ 318,097	$ 328,762	$ 953,181	$ 996,524
Percentage of revenues	80.00%	82.30%	80.10%	82.30%
Depreciation, net	$ 10,086	$ 11,838	$ 32,252	$ 36,856
Amortization of intangibles	3,289	3,439	10,015	10,846
Income (loss) from operations	34,516	25,666	91,168	71,354
EMEA [Member]
Segment Reporting Information [Line Items]
Revenues	79,427	70,543	236,231	213,890
EMEA [Member] | Operating Segments [Member]
Segment Reporting Information [Line Items]
Revenues	$ 79,427	$ 70,543	$ 236,231	$ 213,890
Percentage of revenues	20.00%	17.70%	19.90%	17.70%
Depreciation, net	$ 1,611	$ 1,473	$ 4,865	$ 4,360
Amortization of intangibles	814	199	2,501	634
Income (loss) from operations	5,688	5,098	11,840	11,957
Other Segment [Member]
Segment Reporting Information [Line Items]
Revenues	$ 23	$ 28	$ 66	$ 75
Percentage of revenues	0.00%	0.00%	0.00%	0.00%
Depreciation, net	$ 752	$ 761	$ 2,281	$ 2,252
Income (loss) from operations	(15,498)	(16,318)	(46,295)	(48,121)
Total other income (expense), net	(912)	(66)	(2,815)	(2,457)
Income taxes	$ (5,689)	$ (628)	$ (12,837)	$ (855)

Segments and Geographic Infor_5

Segments and Geographic Information - Operation by Geographic Location (Detail) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
Segment Reporting Information [Line Items]
Revenues	$ 397,547	$ 399,333	$ 1,189,478	$ 1,210,489
Americas [Member]
Segment Reporting Information [Line Items]
Revenues	318,097	328,762	953,181	996,524
Americas [Member] | Operating Segments [Member]
Segment Reporting Information [Line Items]
Revenues	318,097	328,762	953,181	996,524
Americas [Member] | Operating Segments [Member] | United States [Member]
Segment Reporting Information [Line Items]
Revenues	144,698	161,429	451,466	498,523
Americas [Member] | Operating Segments [Member] | The Philippines [Member]
Segment Reporting Information [Line Items]
Revenues	65,560	57,953	180,431	174,610
Americas [Member] | Operating Segments [Member] | Costa Rica [Member]
Segment Reporting Information [Line Items]
Revenues	31,228	33,120	93,524	96,168
Americas [Member] | Operating Segments [Member] | Canada [Member]
Segment Reporting Information [Line Items]
Revenues	24,815	25,549	74,885	77,566
Americas [Member] | Operating Segments [Member] | El Salvador [Member]
Segment Reporting Information [Line Items]
Revenues	20,904	20,732	61,447	61,327
Americas [Member] | Operating Segments [Member] | China [Member]
Segment Reporting Information [Line Items]
Revenues	8,681	8,337	26,489	25,834
Americas [Member] | Operating Segments [Member] | Australia [Member]
Segment Reporting Information [Line Items]
Revenues	7,425	8,619	22,382	24,021
Americas [Member] | Operating Segments [Member] | Mexico [Member]
Segment Reporting Information [Line Items]
Revenues	7,016	6,221	20,648	18,171
Americas [Member] | Operating Segments [Member] | Colombia [Member]
Segment Reporting Information [Line Items]
Revenues	4,513	4,704	13,957	13,395
Americas [Member] | Operating Segments [Member] | Other [Member]
Segment Reporting Information [Line Items]
Revenues	3,257	2,098	7,952	6,909
EMEA [Member]
Segment Reporting Information [Line Items]
Revenues	79,427	70,543	236,231	213,890
EMEA [Member] | Operating Segments [Member]
Segment Reporting Information [Line Items]
Revenues	79,427	70,543	236,231	213,890
EMEA [Member] | Operating Segments [Member] | Other [Member]
Segment Reporting Information [Line Items]
Revenues	16,508	13,636	48,583	40,966
EMEA [Member] | Operating Segments [Member] | Germany [Member]
Segment Reporting Information [Line Items]
Revenues	23,471	22,448	70,148	69,027
EMEA [Member] | Operating Segments [Member] | Sweden [Member]
Segment Reporting Information [Line Items]
Revenues	12,850	13,422	39,891	41,226
EMEA [Member] | Operating Segments [Member] | United Kingdom [Member]
Segment Reporting Information [Line Items]
Revenues	18,141	12,333	52,759	37,640
EMEA [Member] | Operating Segments [Member] | Romania [Member]
Segment Reporting Information [Line Items]
Revenues	8,457	8,704	24,850	25,031
Other Segment [Member]
Segment Reporting Information [Line Items]
Revenues	$ 23	$ 28	$ 66	$ 75

Other Income (Expense) - Other

Other Income (Expense) - Other Income (Expense), Net (Detail) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
Other Nonoperating Income Expense [Abstract]
Foreign currency transaction gains (losses)	$ 430	$ 1,066	$ (107)	$ 3,155
Gains (losses) on derivative instruments not designated as hedges	(363)	(380)	(828)	(1,807)
Other miscellaneous income (expense)	(163)	(174)	(690)	(1,335)
Other income (expense)	(55)	919	22	537
Other Income (Expense), Net [Member]
Other Nonoperating Income Expense [Abstract]
Net investment gains (losses) on investments held in rabbi trust	$ 41	$ 407	$ 1,647	$ 524

Related Party Transactions - Ad

Related Party Transactions - Additional Information (Detail) - USD ($)	1 Months Ended	3 Months Ended		9 Months Ended
	Jan. 31, 2008	Sep. 30, 2019	Sep. 30, 2018	Sep. 30, 2019	Sep. 30, 2018
Schedule of Other Related Party Transactions [Line Items]
Duration of lease	20 years
John H. Sykes [Member]
Schedule of Other Related Party Transactions [Line Items]
Payment to landlord under the lease terms		$ 100,000	$ 100,000	$ 400,000	$ 300,000
Related party transaction, description				In January 2008, the Company entered into a lease for a customer engagement 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 former 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.
Equity Method Investee [Member] | XSell Technologies Inc [Member]
Schedule of Other Related Party Transactions [Line Items]
Related party transaction, description				The Company contracted to receive services from XSell, an equity method investee, for $0.1 million during the three months ended September 30, 2018 (none in 2019), and less than $0.1 million and $0.1 million during the nine months ended September 30, 2019 and 2018, respectively.  These related party transactions occurred in the normal course of business on terms and conditions that are similar to those of transactions with unrelated parties and, therefore, were measured at the exchange amount.
Related party transaction with equity method investee		$ 0	$ 100,000		$ 100,000
Equity Method Investee [Member] | XSell Technologies Inc [Member] | Maximum [Member]
Schedule of Other Related Party Transactions [Line Items]
Related party transaction with equity method investee				$ 100,000

Subsequent Event - Additional I

Subsequent Event - Additional Information (Detail) - Fort Smith, Arkansas [Member] - Tornado [Member] - USD ($) $ in Millions	Nov. 05, 2019	Dec. 31, 2019	May 31, 2019
Subsequent Event [Line Items]
Insurance recovery claim amount			$ 2.9
Minimum [Member] | Scenario Forecast [Member]
Subsequent Event [Line Items]
Net (gain) on insurance settlement		$ 0.8
Maximum [Member] | Scenario Forecast [Member]
Subsequent Event [Line Items]
Net (gain) on insurance settlement		$ 1.3
Subsequent Event [Member]
Subsequent Event [Line Items]
Insurance claim settlement date	Nov. 5, 2019