Sykes Enterprises (SYKE) 10-Q 5 Nov 20 2020 Q3 Quarterly report Financial data

Document and Entity Information

Document and Entity Information - shares	9 Months Ended
	Sep. 30, 2020	Oct. 15, 2020
Cover [Abstract]
Document Type	10-Q
Amendment Flag	false
Document Period End Date	Sep. 30, 2020
Document Fiscal Year Focus	2020
Document Fiscal Period Focus	Q3
Trading Symbol	SYKE
Entity Registrant Name	Sykes Enterprises, Incorporated
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		39,565,511
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, 2020	Dec. 31, 2019
Current assets:
Cash and cash equivalents	$ 116,348	$ 127,246
Receivables, net of allowance of $4.4 million and $3.5 million, respectively	396,357	390,147
Prepaid expenses	19,652	20,868
Other current assets	19,153	20,525
Total current assets	551,510	558,786
Property and equipment, net	119,661	125,990
Operating lease right-of-use assets	164,075	205,112
Goodwill, net	287,465	311,247
Intangibles, net	146,496	158,420
Deferred charges and other assets	56,923	55,945
Total assets	1,326,130	1,415,500
Current liabilities:
Accounts payable	28,879	33,591
Accrued employee compensation and benefits	130,011	109,591
Income taxes payable	1,698	3,637
Deferred revenue and customer liabilities	30,007	26,621
Operating lease liabilities	54,718	50,863
Other accrued expenses and current liabilities	34,714	29,330
Total current liabilities	280,027	253,633
Long-term debt	7,000	73,000
Long-term income tax liabilities	20,564	22,286
Long-term operating lease liabilities	130,430	166,810
Other long-term liabilities	34,331	25,296
Total liabilities	472,352	541,025
Commitments and loss contingencies (Note 12)
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; 39,566 and 41,549 shares issued, respectively	396	416
Additional paid-in capital	295,907	288,935
Retained earnings	613,625	634,668
Accumulated other comprehensive income (loss)	(53,377)	(47,001)
Treasury stock at cost: 135 and 128 shares, respectively	(2,773)	(2,543)
Total shareholders' equity	853,778	874,475
Total liabilities and shareholders' equity	$ 1,326,130	$ 1,415,500

Condensed Consolidated Balanc_2

Condensed Consolidated Balance Sheets (Parenthetical) - USD ($) $ in Millions	Sep. 30, 2020	Dec. 31, 2019
Statement Of Financial Position [Abstract]
Accounts Receivable, Allowance for Credit Loss	$ 4.4	$ 3.5
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	39,566,000	41,549,000
Treasury stock, shares	135,000	128,000

Condensed Consolidated Statemen

Condensed Consolidated Statements of Operations - USD ($) shares in Thousands, $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019
Income Statement [Abstract]
Revenues	$ 431,727	$ 397,547	$ 1,259,726	$ 1,189,478
Operating expenses:
Direct salaries and related costs	275,206	253,669	810,584	767,558
General and administrative	107,053	102,620	312,964	311,582
Depreciation, net	12,681	12,449	37,772	39,398
Amortization of intangibles	3,366	4,103	11,578	12,516
Impairment of goodwill	21,792		21,792
Impairment of long-lived assets	13,729		15,529	1,711
Total operating expenses	433,827	372,841	1,210,219	1,132,765
Income (loss) from operations	(2,100)	24,706	49,507	56,713
Other income (expense):
Interest income	137	234	565	611
Interest (expense)	(355)	(1,091)	(1,635)	(3,448)
Other income (expense), net	1,903	(55)	(1,093)	22
Total other income (expense), net	1,685	(912)	(2,163)	(2,815)
Income (loss) before income taxes	(415)	23,794	47,344	53,898
Income taxes	4,676	5,689	16,287	12,837
Net income (loss)	$ (5,091)	$ 18,105	$ 31,057	$ 41,061
Net income (loss) per common share:
Basic	$ (0.13)	$ 0.44	$ 0.77	$ 0.98
Diluted	$ (0.13)	$ 0.44	$ 0.76	$ 0.98
Weighted average common shares outstanding:
Basic	39,994	41,190	40,482	41,808
Diluted	39,994	41,307	40,613	41,908

Condensed Consolidated Statem_2

Condensed Consolidated Statements of Comprehensive Income (Loss) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019
Statement Of Income And Comprehensive Income [Abstract]
Net income (loss)	$ (5,091)	$ 18,105	$ 31,057	$ 41,061
Other comprehensive income (loss), net of taxes:
Foreign currency translation adjustments	10,177	(10,693)	(2,862)	(6,992)
Unrealized gain (loss) on cash flow hedging instruments, net of taxes	(1,893)	(1,130)	(3,488)	3,370
Unrealized actuarial gain (loss) related to pension liability, net of taxes	41	(46)	40	(26)
Unrealized gain (loss) on postretirement obligation, net of taxes	(22)	(5)	(66)	(15)
Other comprehensive income (loss), net of taxes	8,303	(11,874)	(6,376)	(3,663)
Comprehensive income (loss)	$ 3,212	$ 6,231	$ 24,681	$ 37,398

Condensed Consolidated Statem_3

Condensed Consolidated Statements of Changes in Shareholders' Equity - USD ($) shares in Thousands, $ in Thousands	Total	Cumulative Effect, Period of Adoption, Adjustment [Member]	Common Stock [Member]	Additional Paid-in Capital [Member]	Retained Earnings [Member]	Retained Earnings [Member]Cumulative Effect, Period of Adoption, Adjustment [Member]	Accumulated Other Comprehensive Income (Loss) [Member]	Treasury Stock [Member]
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
Cumulative effect of accounting change at Dec. 31, 2018		$ 110				$ 110
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
Cumulative effect of accounting change at Dec. 31, 2018		$ 110				$ 110
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
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
Beginning Balance at Dec. 31, 2019	874,475		$ 416	288,935	634,668		(47,001)	(2,543)
Beginning Balance, shares at Dec. 31, 2019			41,549
Stock-based compensation expense	1,860			1,860
Issuance of common stock under equity award plans, net of forfeitures			$ (2)	69				(67)
Issuance of common stock under equity award plans, net of forfeitures, Share			(146)
Shares repurchased for tax withholding on equity awards	(1,009)			(1,009)
Shares repurchased for tax withholding on equity awards, Share			(39)
Repurchase of common stock	(22,909)							(22,909)
Retirement of treasury stock			$ (9)	(26)	(22,874)			22,909
Retirement of treasury stock, shares			(860)
Comprehensive income (loss)	(8,813)				13,918		(22,731)
Ending Balance at Mar. 31, 2020	843,604		$ 405	289,829	625,712		(69,732)	(2,610)
Ending Balance, shares at Mar. 31, 2020			40,504
Beginning Balance at Dec. 31, 2019	874,475		$ 416	288,935	634,668		(47,001)	(2,543)
Beginning Balance, shares at Dec. 31, 2019			41,549
Repurchase of common stock	(52,176)
Comprehensive income (loss)	24,681
Ending Balance at Sep. 30, 2020	853,778		$ 396	295,907	613,625		(53,377)	(2,773)
Ending Balance, shares at Sep. 30, 2020			39,566
Beginning Balance at Mar. 31, 2020	843,604		$ 405	289,829	625,712		(69,732)	(2,610)
Beginning Balance, shares at Mar. 31, 2020			40,504
Stock-based compensation expense	2,042			2,042
Issuance of common stock under equity award plans, net of forfeitures			$ 1	82				(83)
Issuance of common stock under equity award plans, net of forfeitures, Share			57
Shares repurchased for tax withholding on equity awards	(124)			(124)
Shares repurchased for tax withholding on equity awards, Share			(6)
Repurchase of common stock	(13,019)							(13,019)
Retirement of treasury stock			$ (5)	(15)	(12,999)			13,019
Retirement of treasury stock, shares			(500)
Comprehensive income (loss)	30,282				22,230		8,052
Ending Balance at Jun. 30, 2020	862,785		$ 401	291,814	634,943		(61,680)	(2,693)
Ending Balance, shares at Jun. 30, 2020			40,055
Stock-based compensation expense	4,029			4,029
Issuance of common stock under equity award plans, net of forfeitures				80				(80)
Issuance of common stock under equity award plans, net of forfeitures, Share			11
Repurchase of common stock	(16,248)							(16,248)
Retirement of treasury stock			$ (5)	(16)	(16,227)			16,248
Retirement of treasury stock, shares			(500)
Comprehensive income (loss)	3,212				(5,091)		8,303
Ending Balance at Sep. 30, 2020	$ 853,778		$ 396	$ 295,907	$ 613,625		$ (53,377)	$ (2,773)
Ending Balance, shares at Sep. 30, 2020			39,566

Condensed Consolidated Statem_4

Condensed Consolidated Statements of Cash Flows - USD ($) $ in Thousands	9 Months Ended
	Sep. 30, 2020	Sep. 30, 2019
Cash flows from operating activities:
Net income (loss)	$ 31,057	$ 41,061
Adjustments to reconcile net income to net cash provided by operating activities:
Depreciation	38,360	39,574
Amortization of intangibles	11,578	12,516
Amortization of deferred grants	(674)	(266)
Impairment losses	37,321	1,711
Unrealized foreign currency transaction (gains) losses, net	1,933	(2,391)
Stock-based compensation expense	7,931	5,594
Deferred income tax provision (benefit)	(4,108)	(1,703)
Bad debt expense (reversals)	1,225	344
Unrealized (gains) losses and premiums on financial instruments, net	843	(545)
(Earnings) losses from equity method investees	342	318
(Gain) on dilution of investment in equity method investees	(1,357)
Other	(41)	301
Changes in assets and liabilities, net of acquisitions:
Receivables, net	(4,677)	(10,067)
Prepaid expenses	1,215	(277)
Other current assets	(465)	23
Deferred charges and other assets	1,162	(3,413)
Accounts payable	(5,323)	(2,704)
Income taxes receivable / payable	(4,107)	(2,124)
Accrued employee compensation and benefits	18,200	15,985
Other accrued expenses and current liabilities	1,574	3,055
Deferred revenue and customer liabilities	578	(1,848)
Other long-term liabilities	12,802	1,666
Operating lease assets and liabilities	(2,447)	776
Net cash provided by operating activities	142,922	97,586
Cash flows from investing activities:
Capital expenditures	(35,694)	(24,491)
Other	645	306
Net cash (used for) investing activities	(35,049)	(24,185)
Cash flows from financing activities:
Payments of long-term debt	(94,000)	(37,000)
Proceeds from issuance of long-term debt	28,000	12,000
Cash paid for repurchase of common stock	(52,176)	(30,281)
Shares repurchased for tax withholding on equity awards	(1,133)	(1,279)
Cash paid for loan fees related to long-term debt		(1,098)
Net cash (used for) financing activities	(119,309)	(57,658)
Effects of exchange rates on cash, cash equivalents and restricted cash	293	(1,407)
Net increase (decrease) in cash, cash equivalents and restricted cash	(11,143)	14,336
Cash, cash equivalents and restricted cash – beginning	129,185	130,231
Cash, cash equivalents and restricted cash – ending	118,042	144,567
Supplemental disclosures of cash flow information:
Cash paid for amounts included in the measurement of operating lease liabilities	47,584	43,387
Cash paid during period for interest	1,252	2,798
Cash paid during period for income taxes	25,030	18,185
Non-cash transactions:
Net right-of-use assets arising from new or remeasured operating lease liabilities	8,088	18,447
Capital expenditures incurred but not yet paid	9,601	5,104
Unrealized gain (loss) on postretirement obligation, net of taxes	(66)	$ (15)
Property and equipment acquired under grant agreement	$ 416

Overview and Basis of Presentat

Overview and Basis of Presentation	9 Months Ended
	Sep. 30, 2020
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 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. 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, 2020 are not necessarily indicative of the results that may be expected for any future quarters or the year ending December 31, 2020. 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, 2019 , as filed with the Securities and Exchange Commission (“SEC”) on February 27, 2020. 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. Due to the novel coronavirus (“COVID-19”) pandemic, there has been uncertainty and disruption in the global economy and financial markets. Other than where noted, the Company is not aware of any specific event or circumstance that would require an update to its estimates or judgments or a revision of the carrying value of its assets or liabilities as of the date and time of issuance of the condensed consolidated financial statements. These estimates may change, as new events occur, and additional information is obtained. Actual results could differ materially from these estimates under different assumptions or conditions. Subsequent Events — Subsequent events or transactions have been evaluated through the date and time of issuance of the condensed consolidated financial statements. On October 13, 2020, the Company experienced a cyber incident that affected specific systems. See Note 18, 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, 2020 December 31, 2019 September 30, 2019 December 31, 2018 Cash and cash equivalents $ 116,348 $ 127,246 $ 142,572 $ 128,697 Restricted cash included in "Other current assets" 340 568 563 149 Restricted cash included in "Deferred charges and other assets" 1,354 1,371 1,432 1,385 $ 118,042 $ 129,185 $ 144,567 $ 130,231 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, 2020 2019 2020 2019 Customer-acquisition advertising costs $ 9,705 $ 11,188 $ 29,713 $ 33,328 Investments in Equity Method Investees — In July 2017, the Company made a strategic investment of $10.0 million in XSell Technologies, Inc. (“XSell”) for 32.8% of XSell’s preferred stock. As a result of XSell’s equity issuance during the three months ended September 30, 2020, the Company’s investment was diluted to 26.5% of XSell’s preferred stock. The Company recognized a non-cash gain of $1.4 million on the dilution of its investment, which is included in “Other income (expense), net” in the accompanying Condensed Consolidated Statements of Operations for the three and nine months ended September 30, 2020. New Accounting Standards Not Yet Adopted Income Taxes In December 2019, the FASB issued ASU 2019-12, Income Taxes (Topic 740) – Simplifying the Accounting for Income Taxes 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. New Accounting Standards Recently Adopted 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 was permitted. The Company adopted ASU 2016-13 on January 1, 2020, using the modified retrospective transition method, which resulted in no cumulative-effect adjustment to be recognized to the opening balance of retained earnings. The prior period was not restated. The Company’s adoption of ASU 2016-13 did not have a material impact on its financial condition, results of operations or cash flows as the credit losses associated with the Company’s trade receivables have historically been insignificant. See the description of the Company’s “Allowance for Doubtful Accounts” accounting policy in the “Significant Accounting Policies” section below. 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, Topic 815, 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 was permitted. The Company’s adoption of ASU 2019-04 on January 1, 2020 did not have a material impact on its financial condition, results of operations, cash flows or disclosures. 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 was permitted. The Company’s adoption of ASU 2018-03 on January 1, 2020 did not have a material impact on its disclosures. 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’s adoption of ASU 2018-15 on January 1, 2020 on a prospective basis did not have a material impact on its financial condition, results of operations, cash flows or disclosures. Significant Accounting Policies With the exception of the change for the accounting of credit losses as a result of the adoption of ASU 2016-13, there have been no new or material changes to the significant accounting policies disclosed in Note 1, Overview and Summary of Significant Accounting Policies, in the “Notes to the Consolidated Financial Statements” section in the Company’s Annual Report on Form 10-K for the year ended December 31, 2019 . Allowance for Doubtful Accounts The Company maintains allowances for doubtful accounts on trade accounts receivables for estimated losses arising from the inability of its clients to make contractual payments, applying a probability of default method. The Company’s estimate is based on qualitative and quantitative analyses, applying credit risk measurement tools and methodologies using publicly available credit and capital market information, a review of the current status of the Company’s trade accounts receivable and its historical experience. It is reasonably possible that the Company’s estimate of the allowance for credit losses will increase if the financial condition of the Company’s clients were to deteriorate, resulting in a reduced ability to make payments. During the nine months ended September 30, 2020, the Company recorded a $1.2 million increase to the allowance for credit losses related to its short-term trade receivables primarily as a result of deterioration in certain clients’ credit ratings reflecting current and expected economic conditions, and wrote off $0.3 million of the allowance for credit losses related to certain short-term trade receivables deemed to be uncollectible.

Revenues

Revenues	9 Months Ended
	Sep. 30, 2020
Revenue From Contract With Customer [Abstract]
Revenues	Note 2. Revenues Revenues from Contracts with Customers 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. Disaggregated Revenues The Company disaggregates its revenues from contracts with customers by service type and delivery location (see Note 15, 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 for the periods indicated (in thousands): Three Months Ended September 30, 2020 2019 Amount % of Revenue Amount % of Revenue Americas: Customer engagement solutions and services $ 348,763 80.8% $ 317,806 79.9% Other revenues 300 0.1% 291 0.1% Total Americas 349,063 80.9% 318,097 80.0% EMEA: Customer engagement solutions and services 77,809 18.0% 69,329 17.5% Other revenues 4,855 1.1% 10,098 2.5% Total EMEA 82,664 19.1% 79,427 20.0% Other: Other revenues — 0.0% 23 0.0% Total Other — 0.0% 23 0.0% $ 431,727 100.0% $ 397,547 100.0% The following table represents revenues from contracts with customers disaggregated by service type and by the reportable segment for each category for the periods indicated (in thousands): Nine Months Ended September 30, 2020 2019 Amount % of Revenue Amount % of Revenue Americas: Customer engagement solutions and services $ 1,020,340 81.0% $ 952,438 80.0% Other revenues 921 0.1% 743 0.1% Total Americas 1,021,261 81.1% 953,181 80.1% EMEA: Customer engagement solutions and services 223,727 17.8% 208,969 17.6% Other revenues 14,731 1.1% 27,262 2.3% Total EMEA 238,458 18.9% 236,231 19.9% Other: Other revenues 7 0.0% 66 0.0% Total Other 7 0.0% 66 0.0% $ 1,259,726 100.0% $ 1,189,478 100.0% Trade Accounts Receivable The Company’s noncurrent trade accounts receivable result from contracts with customers that include renewal provisions, and contracts with customers under multi-year arrangements. The Company’s trade accounts receivable, net, consisted of the following (in thousands): September 30, 2020 December 31, 2019 Trade accounts receivable, net, current (1) $ 380,080 $ 375,136 Trade accounts receivable, net, noncurrent (2) 26,069 26,496 $ 406,149 $ 401,632 (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. Deferred Revenue and Customer Liabilities Deferred revenue and customer liabilities consisted of the following (in thousands): September 30, 2020 December 31, 2019 Deferred revenue $ 3,317 $ 3,012 Customer arrangements with termination rights 18,130 15,024 Estimated refund liabilities 8,560 8,585 $ 30,007 $ 26,621 The Company expects to recognize the majority of its deferred revenue as of September 30, 2020 over the next 180 days. Revenues of $0.1 million and $0.2 million were recognized during the three months ended September 30, 2020 and 2019, respectively, and revenues of $3.0 million and $3.6 million were recognized during the nine months ended September 30, 2020 and 2019, respectively, from amounts included in deferred revenue at December 31, 2019 and 2018, respectively. 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 contract terminations. Estimated refund liabilities are generally resolved within 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, 2020
Leases [Abstract]
Leases	Note 3. Leases Adoption of ASC 842, Leases On January 1, 2019, the Company adopted ASU 2016-02, Leases The adoption of ASC 842 on January 1, 2019 required the gross up of historical deferred rent which resulted 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 derecognition 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. 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, 2020. The Company has no finance leases. Lease costs, net of sublease income, of $15.9 million and $15.9 million for the three months ended September 30, 2020 and 2019, respectively, and $47.4 million and $48.0 million for the nine months ended September 30, 2020 and 2019, respectively, were primarily included in “General and administrative” costs in the accompanying Condensed Consolidated Statements of Operations. Additional supplemental information related to leases was as follows: September 30, 2020 December 31, 2019 Weighted average remaining lease term of operating leases 4.4 years 5.1 years Weighted average discount rate of operating leases 3.4 % 3.7 % Maturities of operating lease liabilities as of September 30, 2020 were as follows (in thousands): Amount 2020 (remainder of the year) $ 13,072 2021 59,421 2022 44,772 2023 30,085 2024 21,623 2025 and thereafter 31,702 Total future lease payments 200,675 Less: Imputed interest 15,527 Present value of future lease payments 185,148 Less: Operating lease liabilities 54,718 Long-term operating lease liabilities $ 130,430 Exit of Leased Space The Company is reevaluating its real estate footprint in connection with a transition of a portion of its workforce to a permanent remote working environment in both the Americas and EMEA. The Company decided to terminate, sublease or abandon leases prior to the end of their lease terms at certain of its sites during the nine months ended September 30, 2020 and recorded impairments of ROU assets as a result. See Note 5, Fair Value, for further information.

Costs Associated with Exit or D

Costs Associated with Exit or Disposal Activities	9 Months Ended
	Sep. 30, 2020
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 included closing customer engagement 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 engagement centers and consolidating leased space in various locations in the U.S. and Canada (the “Americas 2018 Exit Plan”). The Company finalized 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 resulted in general and administrative cost savings and lower depreciation expense. The cumulative costs incurred to date related to cash and non-cash expenditures resulting from the Americas 2018 and 2019 Exit Plans are outlined below as of September 30, 2020 (in thousands): Americas 2018 Exit Plan Americas 2019 Exit Plan Lease obligations and facility exit costs (1) $ 7,073 $ — Severance and related costs (2) 3,426 191 Severance and related costs (1) 1,037 2,153 Non-cash impairment charges 5,875 1,582 Other non-cash charges — 244 $ 17,411 $ 4,170 (1) Included in “General and administrative” costs in the accompanying Condensed Consolidated Statements of Operations. (2) Included in “ Direct salaries and related costs” in the accompanying Condensed Consolidated Statements of Operations. The Company has paid a total of $12.8 million in cash through September 30, 2020, of which $10.5 million related to the Americas 2018 Exit Plan and $2.3 million related to the Americas 2019 Exit Plan. The Americas 2018 and 2019 Exit Plan activity during the three and nine months ended September 30, 2020 consisted of cash payments due under the respective plans. The following table summarizes the accrued liability and related activity 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 activity for the nine months ended September 3 0 , 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. 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, 2020 December 31, 2019 September 30, 2020 December 31, 2019 Lease obligations and facility exit costs: Included in "Other accrued expenses and current liabilities" $ 51 $ 54 $ — $ — Included in "Other long-term liabilities" — 27 — — 51 81 — — Severance and related costs: Included in "Accrued employee compensation and benefits" — 6 — 479 Included in "Other accrued expenses and current liabilities" — — — 2 — 6 — 481 $ 51 $ 87 $ — $ 481

Fair Value

Fair Value	9 Months Ended
	Sep. 30, 2020
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. 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 consisted 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, 2020 Level 1 Level 2 Level 3 Assets: Foreign currency contracts (1) $ 1,345 $ — $ 1,345 $ — Equity investments held in rabbi trust for the Deferred Compensation Plan (2) 9,716 9,716 — — Debt investments held in rabbi trust for the Deferred Compensation Plan (2) 5,372 5,372 — — $ 16,433 $ 15,088 $ 1,345 $ — Liabilities: Foreign currency contracts (1) $ 2,195 $ — $ 2,195 $ — $ 2,195 $ — $ 2,195 $ — Fair Value Measurements Using: Balance at Quoted Prices in Active Markets For Identical Assets Significant Other Observable Inputs Significant Unobservable Inputs December 31, 2019 Level 1 Level 2 Level 3 Assets: Foreign currency contracts (1) $ 3,607 $ — $ 3,607 $ — Equity investments held in rabbi trust for the Deferred Compensation Plan (2) 9,125 9,125 — — Debt investments held in rabbi trust for the Deferred Compensation Plan (2) 4,802 4,802 — — $ 17,534 $ 13,927 $ 3,607 $ — Liabilities: Foreign currency contracts (1) $ 251 $ — $ 251 $ — $ 251 $ — $ 251 $ — (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. Non-Recurring Fair Value Certain assets are not required to be measured at fair value on a recurring basis and are reported at their carrying values, including goodwill, other intangible assets, other long-lived assets, ROU assets and equity method investments. The carrying value of these assets is evaluated for impairment whenever events or changes in circumstances indicate that the carrying amount may not be recoverable (and at least annually for goodwill and indefinite-lived intangible assets), and if applicable, written down to fair value. The following table summarizes the total impairment losses in the accompanying Condensed Consolidated Statements of Operations related to nonrecurring fair value measurements of certain assets (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2020 2019 2020 2019 Americas: Property and equipment, net $ 5,225 $ — $ 5,985 $ 343 Operating lease right-of-use assets 7,538 — 8,578 1,368 12,763 — 14,563 1,711 EMEA: Goodwill (1) 21,792 — 21,792 — Property and equipment, net 346 — 346 — Operating lease right-of-use assets 620 — 620 — 22,758 — 22,758 — $ 35,521 $ — $ 37,321 $ 1,711 (1) See Note 6, Goodwill and Intangible Assets, for additional information. The Company is reevaluating its real estate footprint in connection with a shift of a portion of its workforce to a permanent remote working environment in both the Americas and EMEA and transitioned approximately 2,800 seats from brick and mortar to at home agents equipment reduced the carrying amount of the applicable assets to their fair value of $ 0.6 million , which was estimated using Level 2 inputs such as appraisals , market prices of comparable assets , or independent third party offers. In connection with the closure of certain under-utilized customer engagement centers and the consolidation of leased space in the U.S. and Canada, the Company recorded impairment charges during the nine months ended September 30, 2019 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 or Disposal Activities, for further information.

Goodwill and Intangible Assets

Goodwill and Intangible Assets	9 Months Ended
	Sep. 30, 2020
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, 2020 (in thousands): Gross Intangibles Accumulated Amortization Net Intangibles Weighted Average Amortization Period (years) Intangible assets subject to amortization: Customer relationships $ 190,280 $ (130,307 ) $ 59,973 10 Trade names and trademarks 19,285 (14,512 ) 4,773 8 Non-compete agreements 957 (601 ) 356 3 Content library 529 (529 ) — 2 Proprietary software 870 (800 ) 70 5 211,921 (146,749 ) 65,172 10 Intangible assets not subject to amortization: Domain names 81,324 — 81,324 N/A $ 293,245 $ (146,749 ) $ 146,496 The following table presents the Company’s purchased intangible assets as of December 31, 2019 (in thousands): Gross Intangibles Accumulated Amortization Net Intangibles Weighted Average Amortization Period (years) Intangible assets subject to amortization: Customer relationships $ 191,171 $ (121,074 ) $ 70,097 10 Trade names and trademarks 19,380 (12,929 ) 6,451 8 Non-compete agreements 2,769 (2,181 ) 588 3 Content library 506 (506 ) — 2 Proprietary software 870 (695 ) 175 5 214,696 (137,385 ) 77,311 10 Intangible assets not subject to amortization: Domain names 81,109 — 81,109 N/A $ 295,805 $ (137,385 ) $ 158,420 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, 2020 is as follows (in thousands): Amount 2020 (remainder of the year) $ 2,475 2021 9,469 2022 8,161 2023 7,308 2024 7,062 2025 6,937 2026 and thereafter 23,760 Goodwill Changes in goodwill for the nine months ended September 30, 2020 consisted of the following (in thousands): January Acquisition- Related Impairment (1) Effect of Foreign Currency September 30, 2020 Americas $ 259,953 $ — $ — $ (1,392 ) $ 258,561 EMEA 51,294 — (21,792 ) (598 ) 28,904 $ 311,247 $ — $ (21,792 ) $ (1,990 ) $ 287,465 (1) Reflects the impairment of the Symphony reporting unit’s goodwill. Changes in goodwill for the year ended December 31, 2019 consisted of the following (in thousands): January Acquisition- Related (2) Impairment Effect of Foreign Currency December 31, 2019 Americas $ 255,436 $ 1,202 $ — $ 3,315 $ 259,953 EMEA 47,081 2,421 — 1,792 51,294 $ 302,517 $ 3,623 $ — $ 5,107 $ 311,247 (2) Reflects the impact of adjustments to acquired goodwill upon finalization of working capital adjustments and the tax analysis of WhistleOut’s and Symphony’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, 2020. 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 (“WACC”), which are classified as Level 3 inputs. 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, 2020, the Company had eight reporting units, seven of which have goodwill. The Company concluded that goodwill was not impaired for six of its seven of its reporting units with goodwill, . The fair values of in excess of their carrying value. As part of this analysis, the Company considered the ongoing deterioration in general economic and market conditions due to the pandemic and its impact on each of the Company’s reporting units’ performance. T he fair value exceeded their respective carrying values, although the fair value cushion was not substantial prior year was primarily attributable to a decrease in its WACC driven by a decrease in the risk - free rate . The increase in the cushion from the prior year for the Qelp reporting unit was primarily attributable to an increase in growth and profitability expectations using the market valuation approach . The de crease in the cushion from the prior year for the Latin America reporting unit was primarily attributable to an increase in its WACC driven by an increase in the country risk premium, market risk premium and country default spread . The Clearlink , Latin America 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 . The Symphony reporting unit’s carrying value exceeded its fair value as of the July 31, 2020 annual impairment analysis, which resulted in a non-cash goodwill impairment of $21.8 million. Symphony’s on-site consulting model has been negatively impacted by travel and shelter-in-place restrictions imposed by governments, as well as the shift by businesses to work from home in an attempt to reduce the spread of COVID-19. These restrictions continued longer than initially anticipated and have resulted in further declines in the cash flow projections at Symphony for the remainder of 2020 as well as the Company’s projections for 2021. There is significant uncertainty regarding the length of time these restrictions will remain in place. An additional impairment charge may arise in the future if Symphony’s operations experience a protracted delay in the resumption of its operations or a significant shift in client demand results from the economic downturn. As of September 30, 2020, the Company believes there was no impairment related to Symphony’s remaining $18.7 million of goodwill. As of September 30, 2020, the Company believes there were no indicators of impairment related to Clearlink’s $74.2 million of goodwill, Latin America’s $18.3 million of goodwill and Qelp’s $10.2 million of goodwill. It is possible that future changes in circumstances, including a more prolonged and/or severe pandemic, or future changes in the variable associated with the judgments, assumptions and estimates used in assessing the fair value of the reporting units, would require the Company to record additional non-cash impairment charges.

Financial Derivatives

Financial Derivatives	9 Months Ended
	Sep. 30, 2020
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, 2020 December 31, 2019 Deferred gains (losses) in AOCI $ (1,156 ) $ 2,221 Tax on deferred gains (losses) in AOCI (42 ) 69 Deferred gains (losses) in AOCI, net of taxes $ (1,198 ) $ 2,290 Deferred gains (losses) expected to be reclassified to "Revenues" from AOCI during the next twelve months $ (1,121 ) 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. The Company had the following outstanding foreign currency forward contracts and options (in thousands): September 30, 2020 December 31, 2019 Contract Type Notional Amount in USD Settle Through Date Notional Amount in USD Settle Through Date Cash flow hedges: Options: US Dollars/Philippine Pesos $ 18,000 December 2020 $ 74,000 December 2020 Forwards: US Dollars/Costa Rican Colones 51,000 December 2021 42,000 December 2020 Euros/Hungarian Forints 914 December 2020 — — Euros/Romanian Leis 4,019 December 2020 — — Non-designated hedges: Forwards 18,472 November 2021 19,295 November 2021 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 $1.3 million and $3.6 million as of September 30, 2020 and December 31, 2019, 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 $1.2 million and $3.4 million as of September 30, 2020 and December 31, 2019, respectively, as of September 30, 2020 and December 31, 2019, 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, 2020 December 31, 2019 Derivatives designated as cash flow hedging instruments: Foreign currency contracts Other current assets $ 1,147 $ 3,051 Derivatives not designated as hedging instruments: Foreign currency contracts Other current assets 139 322 Foreign currency contracts Deferred charges and other assets 59 234 Total derivative assets $ 1,345 $ 3,607 Derivative Liabilities Balance Sheet Location September 30, 2020 December 31, 2019 Derivatives designated as cash flow hedging instruments: Foreign currency contracts Other accrued expenses and current liabilities $ 2,104 $ 138 Foreign currency contracts Other long-term liabilities 32 — 2,136 138 Derivatives not designated as hedging instruments: Foreign currency contracts Other accrued expenses and current liabilities 59 113 Total derivative liabilities $ 2,195 $ 251 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 2020 2019 2020 2019 Revenues $ 431,727 $ 397,547 $ 1,259,726 $ 1,189,478 Derivatives designated as cash flow hedging instruments: Gains (losses) recognized in AOCI: Foreign currency contracts (1,084 ) (36 ) (216 ) 4,733 Gains (losses) reclassified from AOCI: Foreign currency contracts Revenues 818 1,134 3,182 1,264 Derivatives not designated as hedging instruments: Gains (losses) recognized from foreign currency contracts Other income (expense), net $ (115 ) $ (363 ) $ (525 ) $ (828 )

Investments Held in Rabbi Trust

Investments Held in Rabbi Trust	9 Months Ended
	Sep. 30, 2020
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, 2020 December 31, 2019 Cost Fair Value Cost Fair Value Mutual funds $ 10,169 $ 15,088 $ 9,777 $ 13,927 The mutual funds held in rabbi trust were 64% equity-based and 36% debt-based as of September 30, 2020. 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, 2020 2019 2020 2019 Net realized gains (losses) from sale of trading securities $ 42 $ 62 $ 104 $ 128 Dividend and interest income 35 35 116 117 Net unrealized holding gains (losses) 764 (56 ) 380 1,402 $ 841 $ 41 $ 600 $ 1,647

Accumulated Other Comprehensive

Accumulated Other Comprehensive Income (Loss)	9 Months Ended
	Sep. 30, 2020
Equity [Abstract]
Accumulated Other Comprehensive Income (Loss)	Note 9. 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, 2019 $ (58,253 ) $ 1,046 $ (1,864 ) $ 2,256 $ 40 $ (56,775 ) Pre-tax amount 5,462 — 6,978 108 — 12,548 Tax (provision) benefit — — 20 (23 ) — (3 ) Reclassification of (gain) loss to net income — — (2,719 ) (100 ) 48 (2,771 ) Foreign currency translation 42 — (125 ) 83 — — Balance at December 31, 2019 (52,749 ) 1,046 2,290 2,324 88 (47,001 ) Pre-tax amount (2,727 ) — (216 ) — — (2,943 ) Tax (provision) benefit — — (238 ) 12 — (226 ) Reclassification of (gain) loss to net income — — (3,058 ) (83 ) (66 ) (3,207 ) Foreign currency translation (135 ) — 24 111 — — Balance at September 30, 2020 $ (55,611 ) $ 1,046 $ (1,198 ) $ 2,364 $ 22 $ (53,377 ) 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 2020 2019 2020 2019 Location Gain (loss) on cash flow hedging instruments: (1) Pre-tax amount $ 818 $ 1,134 $ 3,182 $ 1,264 Revenues Tax (provision) benefit (54 ) (33 ) (124 ) (78 ) Income taxes Reclassification to net income 764 1,101 3,058 1,186 Actuarial gain (loss) related to pension liability: (2) Pre-tax amount 25 21 71 63 Other Tax (provision) benefit 5 3 12 9 Income taxes Reclassification to net income 30 24 83 72 Gain (loss) on postretirement obligation: (2)(3) Reclassification to net income 22 5 66 15 Other $ 816 $ 1,130 $ 3,207 $ 1,273 (1) See Note 7, Financial Derivatives, for further information. (2) See Note 13, Defined Benefit Pension Plan and Postretirement Benefits, for further information. (3) No related tax (provision) benefit. As discussed in Note 10, Income Taxes, for periods prior to December 31, 2017, any remaining reinvested earnings and 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, 2020
Income Tax Disclosure [Abstract]
Income Taxes	Note 10. Income Taxes The Company’s effective tax rates were as follows: Three Months Ended September 30, Nine Months Ended September 30, 2020 2019 2020 2019 Effective tax rate -1,126.7 % 23.9 % 34.4 % 23.8 % The decrease in the effective tax rate for the three months ended September 30, 2020 as compared to 2019 was primarily due to the non-deductible goodwill impairment during the three months ended September 30, 2020. The decrease 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, 2020 as compared to 2019 was primarily due to the aforementioned non-deductible goodwill impairment, partially offset 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. Prior to December 31, 2017, no additional income taxes have been provided for any reinvested earnings and 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 is currently under audit in several tax jurisdictions. The Company believes it has adequate reserves related to all matters pertaining to these 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, 2020
Earnings Per Share [Abstract]
Earnings Per Share	Note 11. 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, 2020 2019 2020 2019 Basic: Weighted average common shares outstanding 39,994 41,190 40,482 41,808 Diluted: Dilutive effect of stock appreciation rights, restricted stock, restricted stock units and shares held in rabbi trust — 117 131 100 Total weighted average diluted shares outstanding 39,994 41,307 40,613 41,908 Anti-dilutive shares excluded from the diluted earnings per share calculation 441 52 8 174 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 8.3 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 (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, 2020 500 $ 31.49 $ 33.21 $ 16,248 September 30, 2019 369 $ 26.81 $ 28.00 $ 10,103 Nine Months Ended: September 30, 2020 1,860 $ 23.33 $ 33.21 $ 52,176 September 30, 2019 1,140 $ 24.72 $ 28.00 $ 30,281

Commitments and Loss Contingenc

Commitments and Loss Contingencies	9 Months Ended
	Sep. 30, 2020
Commitments And Contingencies Disclosure [Abstract]
Commitments and Loss Contingencies	Note 12. Commitments and Loss Contingencies 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 Loss Contingencies 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 $2.0 million, net of federal benefit, as of September 30, 2020. 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, 2020
Compensation And Retirement Disclosure [Abstract]
Defined Benefit Pension Plan and Postretirement Benefits	Note 13. 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, 2020 2019 2020 2019 Service cost $ 118 $ 98 $ 331 $ 296 Interest cost 56 62 159 186 Recognized actuarial (gains) (25 ) (21 ) (71 ) (63 ) $ 149 $ 139 $ 419 $ 419 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, 3020 and 2019. 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 3 0 , 20 20 and 201 9 . Employee Retirement Savings Plans The Company maintains a 401(k) plan covering defined employees who meet established eligibility requirements, which were last modified on September 30, 2019, effective for contributions made beginning January 1, 2020. Under the current plan provisions, the Company matches 100% of the first 3% and 50% of the next 2% of participant contributions to a maximum matching amount of 4% of participant compensation for most of the Company’s employees. Additionally, participants whose salaries are above a certain threshold are eligible for a Company match of 50% of the first 4% for those participants’ 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, 2020 2019 2020 2019 401(k) plan contributions $ 719 $ 410 $ 2,210 $ 1,295

Stock-Based Compensation

Stock-Based Compensation	9 Months Ended
	Sep. 30, 2020
Disclosure Of Compensation Related Costs Sharebased Payments [Abstract]
Stock-Based Compensation	Note 14. Stock-Based Compensation 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, 2020 2019 2020 2019 Stock-based compensation (expense) (1) $ (4,029 ) $ (1,504 ) $ (7,931 ) $ (5,594 ) Income tax benefit (2) 967 361 1,903 1,343 (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, 2020, the Company granted 0.4 million performance-based restricted shares/restricted stock units and 0.2 million service-based restricted shares/restricted stock units under the Company’s 2019 Plan, all at a weighted average grant-date fair value of $25.60 per share.

Segments and Geographic Informa

Segments and Geographic Information	9 Months Ended
	Sep. 30, 2020
Segment Reporting [Abstract]
Segments and Geographic Information	Note 15. 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, 2020: Revenues $ 349,063 $ 82,664 $ — $ 431,727 Percentage of revenues 80.9 % 19.1 % 0.0 % 100.0 % Depreciation, net $ 9,943 $ 2,006 $ 732 $ 12,681 Amortization of intangibles $ 2,522 $ 844 $ — $ 3,366 Income (loss) from operations $ 32,558 $ (14,311 ) $ (20,347 ) $ (2,100 ) Total other income (expense), net 1,685 1,685 Income taxes (4,676 ) (4,676 ) Net income (loss) $ (5,091 ) 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 Nine Months Ended September 30, 2020: Revenues $ 1,021,261 $ 238,458 $ 7 $ 1,259,726 Percentage of revenues 81.1 % 18.9 % 0.0 % 100.0 % Depreciation, net $ 30,064 $ 5,529 $ 2,179 $ 37,772 Amortization of intangibles $ 9,089 $ 2,489 $ — $ 11,578 Income (loss) from operations $ 108,816 $ (7,053 ) $ (52,256 ) $ 49,507 Total other income (expense), net (2,163 ) (2,163 ) Income taxes (16,287 ) (16,287 ) Net income $ 31,057 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 (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 delivery location and by the reportable segment (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2020 2019 2020 2019 Americas: United States $ 160,158 $ 144,698 $ 482,595 $ 451,466 The Philippines 69,382 65,560 196,388 180,431 Costa Rica 38,716 31,228 112,847 93,524 Canada 26,469 24,815 74,665 74,885 El Salvador 18,079 20,904 53,701 61,447 Other 36,259 30,892 101,065 91,428 Total Americas 349,063 318,097 1,021,261 953,181 EMEA: Germany 25,573 23,471 74,340 70,148 Other 57,091 55,956 164,118 166,083 Total EMEA 82,664 79,427 238,458 236,231 Total Other — 23 7 66 $ 431,727 $ 397,547 $ 1,259,726 $ 1,189,478

Other Income (Expense)

Other Income (Expense)	9 Months Ended
	Sep. 30, 2020
Other Income And Expenses [Abstract]
Other Income (Expense)	Note 16. Other Income (Expense) Other income (expense), net consists of the following (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2020 2019 2020 2019 Foreign currency transaction gains (losses) $ (323 ) $ 430 $ (1,881 ) $ (107 ) Gains (losses) on derivative instruments not designated as hedges (115 ) (363 ) (525 ) (828 ) Net investment gains (losses) on investments held in rabbi trust 841 41 600 1,647 Other miscellaneous income (expense) 1,500 (163 ) 713 (690 ) $ 1,903 $ (55 ) $ (1,093 ) $ 22

Related Party Transactions

Related Party Transactions	9 Months Ended
	Sep. 30, 2020
Related Party Transactions [Abstract]
Related Party Transactions	Note 17. 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 a lease termination penalty of $0.1 million during the three months ended September 30, 2020 and will vacate the space as of March 31, 2021. In addition to the termination penalty, the Company paid $0.1 million to the landlord during both the three months ended September 30, 2020 and 2019, and $0.4 million during both the nine months ended September 30, 2020 and 2019, under the terms of the lease.

Subsequent Event

Subsequent Event	9 Months Ended
	Sep. 30, 2020
Subsequent Events [Abstract]
Subsequent Event	Note 18. Subsequent Event On October 13, 2020, the Company experienced a cyber incident affecting some of the Company’s systems (the “October 2020 Cyber Incident”). The Company believes it has identified the specific systems that were impacted and that it has generally restored operations with no material day-to-day impact to its ability to provide normal service to its clients. The Company’s investigation of the incident is ongoing with assistance from third-party experts. The Company has notified law enforcement officials and will cooperate in any criminal investigation of this matter. The Company maintains a cyber and privacy insurance policy and expects to recover business interruption and other losses related to the incident, subject to the Company’s deductible, which is not material.

Overview and Basis of Present_2

Overview and Basis of Presentation (Policies)	9 Months Ended
	Sep. 30, 2020
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 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.
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, 2020 are not necessarily indicative of the results that may be expected for any future quarters or the year ending December 31, 2020. 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, 2019 , as filed with the Securities and Exchange Commission (“SEC”) on February 27, 2020.
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. Due to the novel coronavirus (“COVID-19”) pandemic, there has been uncertainty and disruption in the global economy and financial markets. Other than where noted, the Company is not aware of any specific event or circumstance that would require an update to its estimates or judgments or a revision of the carrying value of its assets or liabilities as of the date and time of issuance of the condensed consolidated financial statements. These estimates may change, as new events occur, and additional information is obtained. Actual results could differ materially from these estimates under different assumptions or conditions.
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 October 13, 2020, the Company experienced a cyber incident that affected specific systems. See Note 18, 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, 2020 December 31, 2019 September 30, 2019 December 31, 2018 Cash and cash equivalents $ 116,348 $ 127,246 $ 142,572 $ 128,697 Restricted cash included in "Other current assets" 340 568 563 149 Restricted cash included in "Deferred charges and other assets" 1,354 1,371 1,432 1,385 $ 118,042 $ 129,185 $ 144,567 $ 130,231
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, 2020 2019 2020 2019 Customer-acquisition advertising costs $ 9,705 $ 11,188 $ 29,713 $ 33,328
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 Technologies, Inc. (“XSell”) for 32.8% of XSell’s preferred stock. As a result of XSell’s equity issuance during the three months ended September 30, 2020, the Company’s investment was diluted to 26.5% of XSell’s preferred stock. The Company recognized a non-cash gain of $1.4 million on the dilution of its investment, which is included in “Other income (expense), net” in the accompanying Condensed Consolidated Statements of Operations for the three and nine months ended September 30, 2020.
New Accounting Standards Not Yet Adopted	New Accounting Standards Not Yet Adopted Income Taxes In December 2019, the FASB issued ASU 2019-12, Income Taxes (Topic 740) – Simplifying the Accounting for Income Taxes 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.
New Accounting Standards Recently Adopted	New Accounting Standards Recently Adopted 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 was permitted. The Company adopted ASU 2016-13 on January 1, 2020, using the modified retrospective transition method, which resulted in no cumulative-effect adjustment to be recognized to the opening balance of retained earnings. The prior period was not restated. The Company’s adoption of ASU 2016-13 did not have a material impact on its financial condition, results of operations or cash flows as the credit losses associated with the Company’s trade receivables have historically been insignificant. See the description of the Company’s “Allowance for Doubtful Accounts” accounting policy in the “Significant Accounting Policies” section below. 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, Topic 815, 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 was permitted. The Company’s adoption of ASU 2019-04 on January 1, 2020 did not have a material impact on its financial condition, results of operations, cash flows or disclosures. 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 was permitted. The Company’s adoption of ASU 2018-03 on January 1, 2020 did not have a material impact on its disclosures. 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’s adoption of ASU 2018-15 on January 1, 2020 on a prospective basis did not have a material impact on its financial condition, results of operations, cash flows or disclosures. Significant Accounting Policies With the exception of the change for the accounting of credit losses as a result of the adoption of ASU 2016-13, there have been no new or material changes to the significant accounting policies disclosed in Note 1, Overview and Summary of Significant Accounting Policies, in the “Notes to the Consolidated Financial Statements” section in the Company’s Annual Report on Form 10-K for the year ended December 31, 2019 .
Allowance for Doubtful Accounts	Allowance for Doubtful Accounts The Company maintains allowances for doubtful accounts on trade accounts receivables for estimated losses arising from the inability of its clients to make contractual payments, applying a probability of default method. The Company’s estimate is based on qualitative and quantitative analyses, applying credit risk measurement tools and methodologies using publicly available credit and capital market information, a review of the current status of the Company’s trade accounts receivable and its historical experience. It is reasonably possible that the Company’s estimate of the allowance for credit losses will increase if the financial condition of the Company’s clients were to deteriorate, resulting in a reduced ability to make payments. During the nine months ended September 30, 2020, the Company recorded a $1.2 million increase to the allowance for credit losses related to its short-term trade receivables primarily as a result of deterioration in certain clients’ credit ratings reflecting current and expected economic conditions, and wrote off $0.3 million of the allowance for credit losses related to certain short-term trade receivables deemed to be uncollectible.
Revenue from Contracts with Customers	Revenues from Contracts with Customers 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. The Company expects to recognize the majority of its deferred revenue as of September 30, 2020 over the next 180 days. Revenues of $0.1 million and $0.2 million were recognized during the three months ended September 30, 2020 and 2019, respectively, and revenues of $3.0 million and $3.6 million were recognized during the nine months ended September 30, 2020 and 2019, respectively, from amounts included in deferred revenue at December 31, 2019 and 2018, respectively. 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 contract terminations. Estimated refund liabilities are generally resolved within 180 days, once it is determined whether the requisite service levels and client requirements were achieved to settle the contingency.
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. 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, 2020
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, 2020 December 31, 2019 September 30, 2019 December 31, 2018 Cash and cash equivalents $ 116,348 $ 127,246 $ 142,572 $ 128,697 Restricted cash included in "Other current assets" 340 568 563 149 Restricted cash included in "Deferred charges and other assets" 1,354 1,371 1,432 1,385 $ 118,042 $ 129,185 $ 144,567 $ 130,231
Schedule of 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, 2020 2019 2020 2019 Customer-acquisition advertising costs $ 9,705 $ 11,188 $ 29,713 $ 33,328

Revenues (Tables)

Revenues (Tables)	9 Months Ended
	Sep. 30, 2020
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 for the periods indicated (in thousands): Three Months Ended September 30, 2020 2019 Amount % of Revenue Amount % of Revenue Americas: Customer engagement solutions and services $ 348,763 80.8% $ 317,806 79.9% Other revenues 300 0.1% 291 0.1% Total Americas 349,063 80.9% 318,097 80.0% EMEA: Customer engagement solutions and services 77,809 18.0% 69,329 17.5% Other revenues 4,855 1.1% 10,098 2.5% Total EMEA 82,664 19.1% 79,427 20.0% Other: Other revenues — 0.0% 23 0.0% Total Other — 0.0% 23 0.0% $ 431,727 100.0% $ 397,547 100.0% The following table represents revenues from contracts with customers disaggregated by service type and by the reportable segment for each category for the periods indicated (in thousands): Nine Months Ended September 30, 2020 2019 Amount % of Revenue Amount % of Revenue Americas: Customer engagement solutions and services $ 1,020,340 81.0% $ 952,438 80.0% Other revenues 921 0.1% 743 0.1% Total Americas 1,021,261 81.1% 953,181 80.1% EMEA: Customer engagement solutions and services 223,727 17.8% 208,969 17.6% Other revenues 14,731 1.1% 27,262 2.3% Total EMEA 238,458 18.9% 236,231 19.9% Other: Other revenues 7 0.0% 66 0.0% Total Other 7 0.0% 66 0.0% $ 1,259,726 100.0% $ 1,189,478 100.0%
Receivables, Net	The Company’s noncurrent trade accounts receivable result from contracts with customers that include renewal provisions, and contracts with customers under multi-year arrangements. The Company’s trade accounts receivable, net, consisted of the following (in thousands): September 30, 2020 December 31, 2019 Trade accounts receivable, net, current (1) $ 380,080 $ 375,136 Trade accounts receivable, net, noncurrent (2) 26,069 26,496 $ 406,149 $ 401,632 (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 consisted of the following (in thousands): September 30, 2020 December 31, 2019 Deferred revenue $ 3,317 $ 3,012 Customer arrangements with termination rights 18,130 15,024 Estimated refund liabilities 8,560 8,585 $ 30,007 $ 26,621

Leases (Tables)

Leases (Tables)	9 Months Ended
	Sep. 30, 2020
Leases [Abstract]
Schedule of Lease	Additional supplemental information related to leases was as follows: September 30, 2020 December 31, 2019 Weighted average remaining lease term of operating leases 4.4 years 5.1 years Weighted average discount rate of operating leases 3.4 % 3.7 %
Schedule of Maturities of Operating Lease Liabilities	Maturities of operating lease liabilities as of September 30, 2020 were as follows (in thousands): Amount 2020 (remainder of the year) $ 13,072 2021 59,421 2022 44,772 2023 30,085 2024 21,623 2025 and thereafter 31,702 Total future lease payments 200,675 Less: Imputed interest 15,527 Present value of future lease payments 185,148 Less: Operating lease liabilities 54,718 Long-term operating lease liabilities $ 130,430

Costs Associated with Exit or_2

Costs Associated with Exit or Disposal Activities (Tables)	9 Months Ended
	Sep. 30, 2020
Restructuring And Related Activities [Abstract]
Cumulative Total Costs Expected and Incurred to Date Related to Cash and Non-Cash Expenditures Resulting from Exit Plan	The cumulative costs incurred to date related to cash and non-cash expenditures resulting from the Americas 2018 and 2019 Exit Plans are outlined below as of September 30, 2020 (in thousands): Americas 2018 Exit Plan Americas 2019 Exit Plan Lease obligations and facility exit costs (1) $ 7,073 $ — Severance and related costs (2) 3,426 191 Severance and related costs (1) 1,037 2,153 Non-cash impairment charges 5,875 1,582 Other non-cash charges — 244 $ 17,411 $ 4,170 (1) Included in “General and administrative” costs in the accompanying Condensed Consolidated Statements of Operations. (2) Included in “ Direct salaries and related costs” in the accompanying Condensed Consolidated Statements of Operations.
Summary of Accrued Liability and Related Activity	The following table summarizes the accrued liability and related activity 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 activity for the nine months ended September 3 0 , 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.
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, 2020 December 31, 2019 September 30, 2020 December 31, 2019 Lease obligations and facility exit costs: Included in "Other accrued expenses and current liabilities" $ 51 $ 54 $ — $ — Included in "Other long-term liabilities" — 27 — — 51 81 — — Severance and related costs: Included in "Accrued employee compensation and benefits" — 6 — 479 Included in "Other accrued expenses and current liabilities" — — — 2 — 6 — 481 $ 51 $ 87 $ — $ 481

Fair Value (Tables)

Fair Value (Tables)	9 Months Ended
	Sep. 30, 2020
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 consisted 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, 2020 Level 1 Level 2 Level 3 Assets: Foreign currency contracts (1) $ 1,345 $ — $ 1,345 $ — Equity investments held in rabbi trust for the Deferred Compensation Plan (2) 9,716 9,716 — — Debt investments held in rabbi trust for the Deferred Compensation Plan (2) 5,372 5,372 — — $ 16,433 $ 15,088 $ 1,345 $ — Liabilities: Foreign currency contracts (1) $ 2,195 $ — $ 2,195 $ — $ 2,195 $ — $ 2,195 $ — Fair Value Measurements Using: Balance at Quoted Prices in Active Markets For Identical Assets Significant Other Observable Inputs Significant Unobservable Inputs December 31, 2019 Level 1 Level 2 Level 3 Assets: Foreign currency contracts (1) $ 3,607 $ — $ 3,607 $ — Equity investments held in rabbi trust for the Deferred Compensation Plan (2) 9,125 9,125 — — Debt investments held in rabbi trust for the Deferred Compensation Plan (2) 4,802 4,802 — — $ 17,534 $ 13,927 $ 3,607 $ — Liabilities: Foreign currency contracts (1) $ 251 $ — $ 251 $ — $ 251 $ — $ 251 $ — (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.
Summary of Total Impairment Losses Related to Nonrecurring Fair Value Measurements of Certain Assets	The following table summarizes the total impairment losses in the accompanying Condensed Consolidated Statements of Operations related to nonrecurring fair value measurements of certain assets (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2020 2019 2020 2019 Americas: Property and equipment, net $ 5,225 $ — $ 5,985 $ 343 Operating lease right-of-use assets 7,538 — 8,578 1,368 12,763 — 14,563 1,711 EMEA: Goodwill (1) 21,792 — 21,792 — Property and equipment, net 346 — 346 — Operating lease right-of-use assets 620 — 620 — 22,758 — 22,758 — $ 35,521 $ — $ 37,321 $ 1,711 (1) See Note 6, Goodwill and Intangible Assets, for additional information.

Goodwill and Intangible Assets

Goodwill and Intangible Assets (Tables)	9 Months Ended
	Sep. 30, 2020
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, 2020 (in thousands): Gross Intangibles Accumulated Amortization Net Intangibles Weighted Average Amortization Period (years) Intangible assets subject to amortization: Customer relationships $ 190,280 $ (130,307 ) $ 59,973 10 Trade names and trademarks 19,285 (14,512 ) 4,773 8 Non-compete agreements 957 (601 ) 356 3 Content library 529 (529 ) — 2 Proprietary software 870 (800 ) 70 5 211,921 (146,749 ) 65,172 10 Intangible assets not subject to amortization: Domain names 81,324 — 81,324 N/A $ 293,245 $ (146,749 ) $ 146,496 The following table presents the Company’s purchased intangible assets as of December 31, 2019 (in thousands): Gross Intangibles Accumulated Amortization Net Intangibles Weighted Average Amortization Period (years) Intangible assets subject to amortization: Customer relationships $ 191,171 $ (121,074 ) $ 70,097 10 Trade names and trademarks 19,380 (12,929 ) 6,451 8 Non-compete agreements 2,769 (2,181 ) 588 3 Content library 506 (506 ) — 2 Proprietary software 870 (695 ) 175 5 214,696 (137,385 ) 77,311 10 Intangible assets not subject to amortization: Domain names 81,109 — 81,109 N/A $ 295,805 $ (137,385 ) $ 158,420
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, 2020 is as follows (in thousands): Amount 2020 (remainder of the year) $ 2,475 2021 9,469 2022 8,161 2023 7,308 2024 7,062 2025 6,937 2026 and thereafter 23,760
Changes in Goodwill	Changes in goodwill for the nine months ended September 30, 2020 consisted of the following (in thousands): January Acquisition- Related Impairment (1) Effect of Foreign Currency September 30, 2020 Americas $ 259,953 $ — $ — $ (1,392 ) $ 258,561 EMEA 51,294 — (21,792 ) (598 ) 28,904 $ 311,247 $ — $ (21,792 ) $ (1,990 ) $ 287,465 (1) Reflects the impairment of the Symphony reporting unit’s goodwill. Changes in goodwill for the year ended December 31, 2019 consisted of the following (in thousands): January Acquisition- Related (2) Impairment Effect of Foreign Currency December 31, 2019 Americas $ 255,436 $ 1,202 $ — $ 3,315 $ 259,953 EMEA 47,081 2,421 — 1,792 51,294 $ 302,517 $ 3,623 $ — $ 5,107 $ 311,247 (2) Reflects the impact of adjustments to acquired goodwill upon finalization of working capital adjustments and the tax analysis of WhistleOut’s and Symphony’s assets acquired and liabilities assumed.

Financial Derivatives (Tables)

Financial Derivatives (Tables)	9 Months Ended
	Sep. 30, 2020
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, 2020 December 31, 2019 Deferred gains (losses) in AOCI $ (1,156 ) $ 2,221 Tax on deferred gains (losses) in AOCI (42 ) 69 Deferred gains (losses) in AOCI, net of taxes $ (1,198 ) $ 2,290 Deferred gains (losses) expected to be reclassified to "Revenues" from AOCI during the next twelve months $ (1,121 )
Outstanding Foreign Currency Forward Contracts and Options	The Company had the following outstanding foreign currency forward contracts and options (in thousands): September 30, 2020 December 31, 2019 Contract Type Notional Amount in USD Settle Through Date Notional Amount in USD Settle Through Date Cash flow hedges: Options: US Dollars/Philippine Pesos $ 18,000 December 2020 $ 74,000 December 2020 Forwards: US Dollars/Costa Rican Colones 51,000 December 2021 42,000 December 2020 Euros/Hungarian Forints 914 December 2020 — — Euros/Romanian Leis 4,019 December 2020 — — Non-designated hedges: Forwards 18,472 November 2021 19,295 November 2021
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, 2020 December 31, 2019 Derivatives designated as cash flow hedging instruments: Foreign currency contracts Other current assets $ 1,147 $ 3,051 Derivatives not designated as hedging instruments: Foreign currency contracts Other current assets 139 322 Foreign currency contracts Deferred charges and other assets 59 234 Total derivative assets $ 1,345 $ 3,607 Derivative Liabilities Balance Sheet Location September 30, 2020 December 31, 2019 Derivatives designated as cash flow hedging instruments: Foreign currency contracts Other accrued expenses and current liabilities $ 2,104 $ 138 Foreign currency contracts Other long-term liabilities 32 — 2,136 138 Derivatives not designated as hedging instruments: Foreign currency contracts Other accrued expenses and current liabilities 59 113 Total derivative liabilities $ 2,195 $ 251
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 2020 2019 2020 2019 Revenues $ 431,727 $ 397,547 $ 1,259,726 $ 1,189,478 Derivatives designated as cash flow hedging instruments: Gains (losses) recognized in AOCI: Foreign currency contracts (1,084 ) (36 ) (216 ) 4,733 Gains (losses) reclassified from AOCI: Foreign currency contracts Revenues 818 1,134 3,182 1,264 Derivatives not designated as hedging instruments: Gains (losses) recognized from foreign currency contracts Other income (expense), net $ (115 ) $ (363 ) $ (525 ) $ (828 )

Investments Held in Rabbi Tru_2

Investments Held in Rabbi Trust (Tables)	9 Months Ended
	Sep. 30, 2020
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, 2020 December 31, 2019 Cost Fair Value Cost Fair Value Mutual funds $ 10,169 $ 15,088 $ 9,777 $ 13,927
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, 2020. 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, 2020 2019 2020 2019 Net realized gains (losses) from sale of trading securities $ 42 $ 62 $ 104 $ 128 Dividend and interest income 35 35 116 117 Net unrealized holding gains (losses) 764 (56 ) 380 1,402 $ 841 $ 41 $ 600 $ 1,647

Accumulated Other Comprehensi_2

Accumulated Other Comprehensive Income (Loss) (Tables)	9 Months Ended
	Sep. 30, 2020
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, 2019 $ (58,253 ) $ 1,046 $ (1,864 ) $ 2,256 $ 40 $ (56,775 ) Pre-tax amount 5,462 — 6,978 108 — 12,548 Tax (provision) benefit — — 20 (23 ) — (3 ) Reclassification of (gain) loss to net income — — (2,719 ) (100 ) 48 (2,771 ) Foreign currency translation 42 — (125 ) 83 — — Balance at December 31, 2019 (52,749 ) 1,046 2,290 2,324 88 (47,001 ) Pre-tax amount (2,727 ) — (216 ) — — (2,943 ) Tax (provision) benefit — — (238 ) 12 — (226 ) Reclassification of (gain) loss to net income — — (3,058 ) (83 ) (66 ) (3,207 ) Foreign currency translation (135 ) — 24 111 — — Balance at September 30, 2020 $ (55,611 ) $ 1,046 $ (1,198 ) $ 2,364 $ 22 $ (53,377 )
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 2020 2019 2020 2019 Location Gain (loss) on cash flow hedging instruments: (1) Pre-tax amount $ 818 $ 1,134 $ 3,182 $ 1,264 Revenues Tax (provision) benefit (54 ) (33 ) (124 ) (78 ) Income taxes Reclassification to net income 764 1,101 3,058 1,186 Actuarial gain (loss) related to pension liability: (2) Pre-tax amount 25 21 71 63 Other Tax (provision) benefit 5 3 12 9 Income taxes Reclassification to net income 30 24 83 72 Gain (loss) on postretirement obligation: (2)(3) Reclassification to net income 22 5 66 15 Other $ 816 $ 1,130 $ 3,207 $ 1,273 (1) See Note 7, Financial Derivatives, for further information. (2) See Note 13, 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, 2020
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, 2020 2019 2020 2019 Effective tax rate -1,126.7 % 23.9 % 34.4 % 23.8 %

Earnings Per Share (Tables)

Earnings Per Share (Tables)	9 Months Ended
	Sep. 30, 2020
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, 2020 2019 2020 2019 Basic: Weighted average common shares outstanding 39,994 41,190 40,482 41,808 Diluted: Dilutive effect of stock appreciation rights, restricted stock, restricted stock units and shares held in rabbi trust — 117 131 100 Total weighted average diluted shares outstanding 39,994 41,307 40,613 41,908 Anti-dilutive shares excluded from the diluted earnings per share calculation 441 52 8 174
Shares Repurchased	The shares repurchased under the Company’s 2011 Share Repurchase Program were as follows (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, 2020 500 $ 31.49 $ 33.21 $ 16,248 September 30, 2019 369 $ 26.81 $ 28.00 $ 10,103 Nine Months Ended: September 30, 2020 1,860 $ 23.33 $ 33.21 $ 52,176 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, 2020
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, 2020 2019 2020 2019 Service cost $ 118 $ 98 $ 331 $ 296 Interest cost 56 62 159 186 Recognized actuarial (gains) (25 ) (21 ) (71 ) (63 ) $ 149 $ 139 $ 419 $ 419
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, 2020 2019 2020 2019 401(k) plan contributions $ 719 $ 410 $ 2,210 $ 1,295

Stock-Based Compensation (Table

Stock-Based Compensation (Tables)	9 Months Ended
	Sep. 30, 2020
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, 2020 2019 2020 2019 Stock-based compensation (expense) (1) $ (4,029 ) $ (1,504 ) $ (7,931 ) $ (5,594 ) Income tax benefit (2) 967 361 1,903 1,343 (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, 2020
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, 2020: Revenues $ 349,063 $ 82,664 $ — $ 431,727 Percentage of revenues 80.9 % 19.1 % 0.0 % 100.0 % Depreciation, net $ 9,943 $ 2,006 $ 732 $ 12,681 Amortization of intangibles $ 2,522 $ 844 $ — $ 3,366 Income (loss) from operations $ 32,558 $ (14,311 ) $ (20,347 ) $ (2,100 ) Total other income (expense), net 1,685 1,685 Income taxes (4,676 ) (4,676 ) Net income (loss) $ (5,091 ) 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 Nine Months Ended September 30, 2020: Revenues $ 1,021,261 $ 238,458 $ 7 $ 1,259,726 Percentage of revenues 81.1 % 18.9 % 0.0 % 100.0 % Depreciation, net $ 30,064 $ 5,529 $ 2,179 $ 37,772 Amortization of intangibles $ 9,089 $ 2,489 $ — $ 11,578 Income (loss) from operations $ 108,816 $ (7,053 ) $ (52,256 ) $ 49,507 Total other income (expense), net (2,163 ) (2,163 ) Income taxes (16,287 ) (16,287 ) Net income $ 31,057 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 (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 Delivery Location	The following table represents a disaggregation of revenue from contracts with customers by delivery location and by the reportable segment (in thousands): Three Months Ended September 30, Nine Months Ended September 30, 2020 2019 2020 2019 Americas: United States $ 160,158 $ 144,698 $ 482,595 $ 451,466 The Philippines 69,382 65,560 196,388 180,431 Costa Rica 38,716 31,228 112,847 93,524 Canada 26,469 24,815 74,665 74,885 El Salvador 18,079 20,904 53,701 61,447 Other 36,259 30,892 101,065 91,428 Total Americas 349,063 318,097 1,021,261 953,181 EMEA: Germany 25,573 23,471 74,340 70,148 Other 57,091 55,956 164,118 166,083 Total EMEA 82,664 79,427 238,458 236,231 Total Other — 23 7 66 $ 431,727 $ 397,547 $ 1,259,726 $ 1,189,478

Other Income (Expense) (Tables)

Other Income (Expense) (Tables)	9 Months Ended
	Sep. 30, 2020
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, 2020 2019 2020 2019 Foreign currency transaction gains (losses) $ (323 ) $ 430 $ (1,881 ) $ (107 ) Gains (losses) on derivative instruments not designated as hedges (115 ) (363 ) (525 ) (828 ) Net investment gains (losses) on investments held in rabbi trust 841 41 600 1,647 Other miscellaneous income (expense) 1,500 (163 ) 713 (690 ) $ 1,903 $ (55 ) $ (1,093 ) $ 22

Overview and Basis of Present_4

Overview and Basis of Presentation - Additional Information (Detail) $ in Thousands	Jan. 01, 2020USD ($)	Sep. 30, 2020USD ($)	Sep. 30, 2020USD ($)Segment	Sep. 30, 2019USD ($)	Dec. 31, 2018USD ($)	Jul. 31, 2017USD ($)
Organization Consolidation And Presentation Of Financial Statements [Line Items]
Number of reportable segments | Segment			2
Gain on dilution of equity method investment			$ 1,357
Accounts Receivable, Credit Loss Expense (Reversal)			1,225	$ 344
Accounts Receivable, Allowance for Credit Loss, Writeoff			$ 300
Cumulative Effect, Period of Adoption, Adjustment [Member]
Organization Consolidation And Presentation Of Financial Statements [Line Items]
Cumulative effect of accounting change					$ 110
Retained Earnings [Member] | Cumulative Effect, Period of Adoption, Adjustment [Member]
Organization Consolidation And Presentation Of Financial Statements [Line Items]
Cumulative effect of accounting change					$ 110
Accounting Standards Update 2016-13 [Member]
Organization Consolidation And Presentation Of Financial Statements [Line Items]
ASU adoption status	true
ASU adoption approach	syke:AccountingStandardsUpdate201613ModifiedRetrospectiveMember
Accounting Standards Update 2016-13 [Member] | Retained Earnings [Member] | Cumulative Effect, Period of Adoption, Adjustment [Member]
Organization Consolidation And Presentation Of Financial Statements [Line Items]
Cumulative effect of accounting change	$ 0
Accounting Standards Update 2019-04 [Member]
Organization Consolidation And Presentation Of Financial Statements [Line Items]
ASU adoption status	true
Change in accounting principle, accounting standards update, immaterial effect	true
ASU adoption date	Jan. 1, 2020
Accounting Standards Update 2018-13 [Member]
Organization Consolidation And Presentation Of Financial Statements [Line Items]
ASU adoption status		true	true
Change in accounting principle, accounting standards update, immaterial effect		true	true
ASU adoption date		Jan. 1, 2020	Jan. 1, 2020
Accounting Standards Update 2018-15 [Member]
Organization Consolidation And Presentation Of Financial Statements [Line Items]
ASU adoption status		true	true
ASU adoption approach			us-gaap:AccountingStandardsUpdate201815ProspectiveMember
Change in accounting principle, accounting standards update, immaterial effect		true	true
ASU adoption date		Jan. 1, 2020	Jan. 1, 2020
X Sell Technologies Inc [Member]
Organization Consolidation And Presentation Of Financial Statements [Line Items]
Equity method investment						$ 10,000
Equity method investment, ownership percentage		26.50%	26.50%			32.80%
Gain on dilution of equity method investment		$ 1,400	$ 1,400

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, 2020	Dec. 31, 2019	Sep. 30, 2019	Dec. 31, 2018
Restricted Cash and Cash Equivalents Items [Line Items]
Cash and cash equivalents	$ 116,348	$ 127,246	$ 142,572	$ 128,697
Cash and Cash Equivalents and Restricted Cash	118,042	129,185	144,567	130,231
Other Current Assets [Member]
Restricted Cash and Cash Equivalents Items [Line Items]
Restricted cash included in "Other current assets"	340	568	563	149
Deferred Charges and Other Assets [Member]
Restricted Cash and Cash Equivalents Items [Line Items]
Restricted cash included in "Deferred charges and other assets"	$ 1,354	$ 1,371	$ 1,432	$ 1,385

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, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019
Organization Consolidation And Presentation Of Financial Statements [Line Items]
Advertising Cost, Expense Method [Fixed List]	Expensed as incurred	Expensed as incurred	Expensed as incurred	Expensed as incurred
Direct Salaries and Related Costs [Member]
Organization Consolidation And Presentation Of Financial Statements [Line Items]
Customer-acquisition advertising costs	$ 9,705	$ 11,188	$ 29,713	$ 33,328

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, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019
Disaggregation of Revenue [Line Items]
Revenues	$ 431,727	$ 397,547	$ 1,259,726	$ 1,189,478
% of Revenues	100.00%	100.00%	100.00%	100.00%
Americas [Member]
Disaggregation of Revenue [Line Items]
Revenues	$ 349,063	$ 318,097	$ 1,021,261	$ 953,181
% of Revenues	80.90%	80.00%	81.10%	80.10%
Americas [Member] | Customer Engagement Solutions and Services [Member]
Disaggregation of Revenue [Line Items]
Revenues	$ 348,763	$ 317,806	$ 1,020,340	$ 952,438
% of Revenues	80.80%	79.90%	81.00%	80.00%
Americas [Member] | Other Revenues [Member]
Disaggregation of Revenue [Line Items]
Revenues	$ 300	$ 291	$ 921	$ 743
% of Revenues	0.10%	0.10%	0.10%	0.10%
EMEA [Member]
Disaggregation of Revenue [Line Items]
Revenues	$ 82,664	$ 79,427	$ 238,458	$ 236,231
% of Revenues	19.10%	20.00%	18.90%	19.90%
EMEA [Member] | Customer Engagement Solutions and Services [Member]
Disaggregation of Revenue [Line Items]
Revenues	$ 77,809	$ 69,329	$ 223,727	$ 208,969
% of Revenues	18.00%	17.50%	17.80%	17.60%
EMEA [Member] | Other Revenues [Member]
Disaggregation of Revenue [Line Items]
Revenues	$ 4,855	$ 10,098	$ 14,731	$ 27,262
% of Revenues	1.10%	2.50%	1.10%	2.30%
Other Segment [Member]
Disaggregation of Revenue [Line Items]
Revenues		$ 23	$ 7	$ 66
% of Revenues	0.00%	0.00%	0.00%	0.00%
Other Segment [Member] | Other Revenues [Member]
Disaggregation of Revenue [Line Items]
Revenues		$ 23	$ 7	$ 66
% of Revenues	0.00%	0.00%	0.00%	0.00%

Revenues - Summary of Trade Acc

Revenues - Summary of Trade Accounts Receivable, Net (Detail) - USD ($) $ in Thousands	Sep. 30, 2020	Dec. 31, 2019
Accounts, Notes, Loans and Financing Receivable [Line Items]
Trade accounts receivable, net	$ 406,149	$ 401,632
Receivables, Net [Member]
Accounts, Notes, Loans and Financing Receivable [Line Items]
Trade accounts receivable, net, current	380,080	375,136
Deferred Charges and Other Assets [Member]
Accounts, Notes, Loans and Financing Receivable [Line Items]
Trade accounts receivable, net, noncurrent	$ 26,069	$ 26,496

Revenues - Components of Deferr

Revenues - Components of Deferred Revenue and Customer Liabilities (Detail) - USD ($) $ in Thousands	Sep. 30, 2020	Dec. 31, 2019
Schedule of Deferred Revenue and Customer Liabilities [Line Items]
Deferred revenue and customer liabilities	$ 30,007	$ 26,621
Deferred Revenue and Customer Liabilities [Member]
Schedule of Deferred Revenue and Customer Liabilities [Line Items]
Deferred revenue	3,317	3,012
Customer arrangements with termination rights	18,130	15,024
Estimated refund liabilities	$ 8,560	$ 8,585

Revenues - Additional Informati

Revenues - Additional Information (Detail) - USD ($) $ in Millions	3 Months Ended		9 Months Ended
	Sep. 30, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019
Revenue From Contract With Customer [Abstract]
Deferred revenue recognized in the period	$ 0.1	$ 0.2	$ 3	$ 3.6
Revenue remaining performance obligation expected timing of satisfaction explanation			The Company expects to recognize the majority of its deferred revenue as of September 30, 2020 over the next 180 days.
Estimated refund liabilities timing of resolution explanation			Estimated refund liabilities are generally resolved within 180 days, once it is determined whether the requisite service levels and client requirements were achieved to settle the contingency.

Leases - Additional Information

Leases - Additional Information (Detail) - USD ($)	3 Months Ended		9 Months Ended
	Sep. 30, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019	Dec. 31, 2019	Jan. 01, 2019	Dec. 31, 2018
Lessee Lease Description [Line Items]
Operating lease right-of-use assets	$ 164,075,000		$ 164,075,000		$ 205,112,000
Operating lease, liability	185,148,000		185,148,000
Finance lease	0		0
General and Administrative [Member]
Lessee Lease Description [Line Items]
Lease costs, net	$ 15,900,000	$ 15,900,000	$ 47,400,000	$ 48,000,000
Cumulative Effect, Period of Adoption, Adjustment [Member]
Lessee Lease Description [Line Items]
Cumulative effect of accounting change							$ 110,000
Retained Earnings [Member] | Cumulative Effect, Period of Adoption, Adjustment [Member]
Lessee Lease Description [Line Items]
Cumulative effect of accounting change							110,000
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			us-gaap:AccountingStandardsUpdate201602CumulativeEffectPeriodOfAdoptionMember
Operating lease right-of-use assets						$ 225,300,000
Operating lease, liability						239,300,000
Derecognition of straight line lease liabilities net						$ 14,100,000
Accounting Standards Update 2016-02 [Member] | Retained Earnings [Member] | Cumulative Effect, Period of Adoption, Adjustment [Member]
Lessee Lease Description [Line Items]
Cumulative effect of accounting change							$ 100,000

Leases - Schedule of Additional

Leases - Schedule of Additional Supplemental Information Related to Leases (Detail)	Sep. 30, 2020	Dec. 31, 2019
Leases [Abstract]
Weighted average remaining lease term of operating leases	4 years 4 months 24 days	5 years 1 month 6 days
Weighted average discount rate of operating leases	3.40%	3.70%

Leases - Schedule of Maturities

Leases - Schedule of Maturities of Operating Lease Liabilities (Detail) - USD ($) $ in Thousands	Sep. 30, 2020	Dec. 31, 2019
Operating Lease Liabilities Payments Due [Abstract]
2020 (remainder of the year)	$ 13,072
2021	59,421
2022	44,772
2023	30,085
2024	21,623
2025 and thereafter	31,702
Total future lease payments	200,675
Less: Imputed interest	15,527
Present value of future lease payments	185,148
Less: Operating lease liabilities	54,718	$ 50,863
Long-term operating lease liabilities	$ 130,430	$ 166,810

Costs Associated with Exit or_3

Costs Associated with Exit or Disposal Activities - Additional Information (Detail) - Americas [Member] $ in Millions	Sep. 30, 2020USD ($)	Dec. 31, 2018Seat
Restructuring Cost And Reserve [Line Items]
Total cash payment related to restructuring	$ 12.8
2018 Exit Plan [Member]
Restructuring Cost And Reserve [Line Items]
Reduction in number of seats | Seat		5,000
Total cash payment related to restructuring	10.5
2019 Exit Plan [Member]
Restructuring Cost And Reserve [Line Items]
Total cash payment related to restructuring	$ 2.3

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, 2020USD ($)
2018 Exit Plan [Member]
Restructuring Cost And Reserve [Line Items]
Cumulative Costs Expected and Incurred to Date	$ 17,411
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	1,037
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	4,170
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	2,153
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 Activity (Detail) - Americas [Member] - USD ($) $ in Thousands	3 Months Ended	9 Months Ended
	Sep. 30, 2019	Sep. 30, 2019
2018 Exit Plan [Member]
Restructuring Reserve [Roll Forward]
Balance at the beginning of the period	$ 351	$ 2,586
Cash payments	(162)	(1,062)
Balance at the end of the period	197	197
Balance sheet reclassifications		(1,338)
2018 Exit Plan [Member] | General and Administrative [Member]
Restructuring Reserve [Roll Forward]
Restructuring charges (reversals)	8	14
2018 Exit Plan [Member] | Direct Salaries and Related Costs [Member]
Restructuring Reserve [Roll Forward]
Restructuring charges (reversals)		(3)
2018 Exit Plan [Member] | Lease Obligations and Facility Exit Costs [Member]
Restructuring Reserve [Roll Forward]
Balance at the beginning of the period	129	1,769
Cash payments	(33)	(331)
Balance at the end of the period	96	96
Balance sheet reclassifications		(1,338)
2018 Exit Plan [Member] | Lease Obligations and Facility Exit Costs [Member] | General and Administrative [Member]
Restructuring Reserve [Roll Forward]
Restructuring charges (reversals)		(4)
2018 Exit Plan [Member] | Severance and Related Costs [Member]
Restructuring Reserve [Roll Forward]
Balance at the beginning of the period	222	817
Cash payments	(129)	(731)
Balance at the end of the period	101	101
2018 Exit Plan [Member] | Severance and Related Costs [Member] | General and Administrative [Member]
Restructuring Reserve [Roll Forward]
Restructuring charges (reversals)	8	18
2018 Exit Plan [Member] | Severance and Related Costs [Member] | Direct Salaries and Related Costs [Member]
Restructuring Reserve [Roll Forward]
Restructuring charges (reversals)		(3)
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, 2020	Dec. 31, 2019	Sep. 30, 2019	Jun. 30, 2019	Dec. 31, 2018
2018 Exit Plan [Member]
Restructuring Cost And Reserve [Line Items]
Restructuring reserve	$ 51	$ 87	$ 197	$ 351	$ 2,586
2018 Exit Plan [Member] | Lease Obligations and Facility Exit Costs [Member]
Restructuring Cost And Reserve [Line Items]
Restructuring reserve	51	81	96	129	1,769
2018 Exit Plan [Member] | Severance and Related Costs [Member]
Restructuring Cost And Reserve [Line Items]
Restructuring reserve		6	101	222	817
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	$ 51	54
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		27
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		6
2019 Exit Plan [Member]
Restructuring Cost And Reserve [Line Items]
Restructuring reserve		481	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		481	$ 904	$ 1,561	$ 0
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		$ 479

Fair Value - Assets and Liabili

Fair Value - Assets and Liabilities Measured at Fair Value on a Recurring Basis (Detail) - USD ($) $ in Thousands	Sep. 30, 2020	Dec. 31, 2019
Assets:
Derivative Assets	$ 1,345	$ 3,607
Total assets	16,433	17,534
Liabilities:
Derivative Liabilities	2,195	251
Total liabilities	2,195	251
Quoted Prices in Active Markets For Identical Assets Level 1 [Member]
Assets:
Total assets	15,088	13,927
Liabilities:
Total liabilities	0	0
Significant Other Observable Inputs Level 2 [Member]
Assets:
Total assets	1,345	3,607
Liabilities:
Total liabilities	2,195	251
Significant Unobservable Inputs Level 3 [Member]
Assets:
Total assets	0	0
Liabilities:
Total liabilities	0	0
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	9,716	9,125
Equity Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Other Current Assets [Member] | Quoted Prices in Active Markets For Identical Assets Level 1 [Member]
Assets:
Investments held in rabbi trust for the Deferred Compensation Plan	9,716	9,125
Equity Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Other Current Assets [Member] | Significant Other Observable Inputs Level 2 [Member]
Assets:
Investments held in rabbi trust for the Deferred Compensation Plan	0	0
Equity Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Other Current Assets [Member] | Significant Unobservable Inputs Level 3 [Member]
Assets:
Investments held in rabbi trust for the Deferred Compensation Plan	0	0
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	5,372	4,802
Debt Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Other Current Assets [Member] | Quoted Prices in Active Markets For Identical Assets Level 1 [Member]
Assets:
Investments held in rabbi trust for the Deferred Compensation Plan	5,372	4,802
Debt Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Other Current Assets [Member] | Significant Other Observable Inputs Level 2 [Member]
Assets:
Investments held in rabbi trust for the Deferred Compensation Plan	0	0
Debt Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Other Current Assets [Member] | Significant Unobservable Inputs Level 3 [Member]
Assets:
Investments held in rabbi trust for the Deferred Compensation Plan	0	0
Foreign Currency Contracts [Member]
Assets:
Derivative Assets	1,345	3,607
Liabilities:
Derivative Liabilities	2,195	251
Foreign Currency Contracts [Member] | Quoted Prices in Active Markets For Identical Assets Level 1 [Member]
Assets:
Derivative Assets	0	0
Liabilities:
Derivative Liabilities	0	0
Foreign Currency Contracts [Member] | Significant Other Observable Inputs Level 2 [Member]
Assets:
Derivative Assets	1,345	3,607
Liabilities:
Derivative Liabilities	2,195	251
Foreign Currency Contracts [Member] | Significant Unobservable Inputs Level 3 [Member]
Assets:
Derivative Assets	0	0
Liabilities:
Derivative Liabilities	$ 0	$ 0

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, 2020	Sep. 30, 2020	Sep. 30, 2019
Fair Value Of Assets And Liabilities Measured On Non Recurring Basis [Line Items]
Impairment of long-lived assets	$ 35,521	$ 37,321	$ 1,711
Impairment of goodwill	21,792	21,792
Americas [Member]
Fair Value Of Assets And Liabilities Measured On Non Recurring Basis [Line Items]
Impairment of long-lived assets	12,763	14,563	1,711
Impairment of goodwill		0
EMEA [Member]
Fair Value Of Assets And Liabilities Measured On Non Recurring Basis [Line Items]
Impairment of long-lived assets	22,758	22,758
Impairment of goodwill		21,792
Significant Other Observable Inputs Level 2 [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	7,538	8,578	1,368
Significant Other Observable Inputs Level 2 [Member] | Fair Value, Measurements, Nonrecurring [Member] | EMEA [Member]
Fair Value Of Assets And Liabilities Measured On Non Recurring Basis [Line Items]
Operating lease right-of-use assets	620	620
Significant Other Observable Inputs Level 2 [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	5,225	5,985	$ 343
Significant Other Observable Inputs Level 2 [Member] | Fair Value, Measurements, Nonrecurring [Member] | Property and Equipment [Member] | EMEA [Member]
Fair Value Of Assets And Liabilities Measured On Non Recurring Basis [Line Items]
Impairment of long-lived assets	346	346
Significant Unobservable Inputs Level 3 [Member] | Fair Value, Measurements, Nonrecurring [Member] | EMEA [Member]
Fair Value Of Assets And Liabilities Measured On Non Recurring Basis [Line Items]
Impairment of goodwill	$ 21,792	$ 21,792

Fair Value - Additional Informa

Fair Value - Additional Information (Detail) $ in Millions	Sep. 30, 2020USD ($)Seat
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items]
Number of seats transitioned to at home | Seat	2,800
Significant Other Observable Inputs Level 2 [Member]
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items]
Fair value of ROU assets	$ 9.3
Fair value of property and equipment	$ 0.6

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, 2020	Dec. 31, 2019
Acquired Finite-Lived Intangible Assets [Line Items]
Intangible assets subject to amortization, Gross Intangibles	$ 211,921	$ 214,696
Intangible assets subject to amortization, Accumulated Amortization	(146,749)	(137,385)
Intangible assets subject to amortization, Net Intangibles	$ 65,172	$ 77,311
Intangible assets subject to amortization, Weighted Average Amortization Period (years)	10 years	10 years
Gross Intangibles, Total	$ 293,245	$ 295,805
Net Intangibles, Total	146,496	158,420
Customer Relationships [Member]
Acquired Finite-Lived Intangible Assets [Line Items]
Intangible assets subject to amortization, Gross Intangibles	190,280	191,171
Intangible assets subject to amortization, Accumulated Amortization	(130,307)	(121,074)
Intangible assets subject to amortization, Net Intangibles	$ 59,973	$ 70,097
Intangible assets subject to amortization, Weighted Average Amortization Period (years)	10 years	10 years
Trade Name and Trademarks [Member]
Acquired Finite-Lived Intangible Assets [Line Items]
Intangible assets subject to amortization, Gross Intangibles	$ 19,285	$ 19,380
Intangible assets subject to amortization, Accumulated Amortization	(14,512)	(12,929)
Intangible assets subject to amortization, Net Intangibles	$ 4,773	$ 6,451
Intangible assets subject to amortization, Weighted Average Amortization Period (years)	8 years	8 years
Non-Compete Agreements [Member]
Acquired Finite-Lived Intangible Assets [Line Items]
Intangible assets subject to amortization, Gross Intangibles	$ 957	$ 2,769
Intangible assets subject to amortization, Accumulated Amortization	(601)	(2,181)
Intangible assets subject to amortization, Net Intangibles	$ 356	$ 588
Intangible assets subject to amortization, Weighted Average Amortization Period (years)	3 years	3 years
Content Library [Member]
Acquired Finite-Lived Intangible Assets [Line Items]
Intangible assets subject to amortization, Gross Intangibles	$ 529	$ 506
Intangible assets subject to amortization, Accumulated Amortization	$ (529)	$ (506)
Intangible assets subject to amortization, Weighted Average Amortization Period (years)	2 years	2 years
Proprietary Software [Member]
Acquired Finite-Lived Intangible Assets [Line Items]
Intangible assets subject to amortization, Gross Intangibles	$ 870	$ 870
Intangible assets subject to amortization, Accumulated Amortization	(800)	(695)
Intangible assets subject to amortization, Net Intangibles	$ 70	$ 175
Intangible assets subject to amortization, Weighted Average Amortization Period (years)	5 years	5 years
Domain Names [Member]
Acquired Finite-Lived Intangible Assets [Line Items]
Intangible assets not subject to amortization, Gross Intangibles	$ 81,324	$ 81,109
Intangible assets not subject to amortization, Net Intangibles	$ 81,324	$ 81,109

Goodwill and Intangible Asset_3

Goodwill and Intangible Assets - Estimated Future Amortization Expense (Detail) $ in Thousands	Sep. 30, 2020USD ($)
Finite-Lived Intangible Assets, Net, Amortization Expense, Fiscal Year Maturity [Abstract]
2020 (remainder of the year)	$ 2,475
2021	9,469
2022	8,161
2023	7,308
2024	7,062
2025	6,937
2026 and thereafter	$ 23,760

Goodwill and Intangible Asset_4

Goodwill and Intangible Assets - Changes in Goodwill (Detail) - USD ($) $ in Thousands	3 Months Ended	9 Months Ended	12 Months Ended
	Sep. 30, 2020	Sep. 30, 2020	Dec. 31, 2019
Goodwill [Line Items]
Beginning Balance, Goodwill Net		$ 311,247	$ 302,517
Acquisition-Related		0	3,623
Impairment	$ (21,792)	(21,792)
Effect of Foreign Currency		(1,990)	5,107
Ending Balance, Goodwill Net	287,465	287,465	311,247
Americas [Member]
Goodwill [Line Items]
Beginning Balance, Goodwill Net		259,953	255,436
Acquisition-Related		0	1,202
Impairment		0
Effect of Foreign Currency		(1,392)	3,315
Ending Balance, Goodwill Net	258,561	258,561	259,953
EMEA [Member]
Goodwill [Line Items]
Beginning Balance, Goodwill Net		51,294	47,081
Acquisition-Related		0	2,421
Impairment		(21,792)
Effect of Foreign Currency		(598)	1,792
Ending Balance, Goodwill Net	$ 28,904	$ 28,904	$ 51,294

Goodwill and Intangible Asset_5

Goodwill and Intangible Assets - Additional Information (Detail)	3 Months Ended	9 Months Ended
	Sep. 30, 2020USD ($)Reporting_Unit	Sep. 30, 2020USD ($)Reporting_Unit	Dec. 31, 2019USD ($)	Dec. 31, 2018USD ($)
Goodwill [Line Items]
Number of reporting units | Reporting_Unit		8
Number of reporting units including goodwill | Reporting_Unit		7
Number of reporting units, fair value in excess of carrying value | Reporting_Unit	3	3
Goodwill Impairment Loss	$ 21,792,000	$ 21,792,000
Goodwill	287,465,000	287,465,000	$ 311,247,000	$ 302,517,000
Clearlink [Member]
Goodwill [Line Items]
Goodwill Impairment Loss		0
Goodwill	74,200,000	74,200,000
Symphony [Member]
Goodwill [Line Items]
Goodwill Impairment Loss	21,800,000	21,800,000
Goodwill	18,700,000	18,700,000
Latin America [Member]
Goodwill [Line Items]
Goodwill Impairment Loss		0
Goodwill	18,300,000	18,300,000
Qelp [Member]
Goodwill [Line Items]
Goodwill Impairment Loss		0
Goodwill	$ 10,200,000	$ 10,200,000

Financial Derivatives - Deferre

Financial Derivatives - Deferred Gains (Losses) and Related Taxes on Cash Flow Hedges (Detail) - USD ($) $ in Thousands	9 Months Ended
	Sep. 30, 2020	Dec. 31, 2019
Derivative Instruments And Hedging Activities Disclosure [Abstract]
Deferred gains (losses) in AOCI	$ (1,156)	$ 2,221
Tax on deferred gains (losses) in AOCI	(42)	69
Deferred gains (losses) in AOCI, net of taxes	(1,198)	$ 2,290
Deferred gains (losses) expected to be reclassified to "Revenues" from AOCI during the next twelve months	$ (1,121)

Financial Derivatives - Outstan

Financial Derivatives - Outstanding Foreign Currency Forward Contracts and Options (Detail) - USD ($) $ in Thousands	9 Months Ended	12 Months Ended
	Sep. 30, 2020	Dec. 31, 2019
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	$ 18,000	$ 74,000
Settle Through Date	Dec. 31, 2020	Dec. 31, 2020
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	$ 51,000	$ 42,000
Settle Through Date	Dec. 31, 2021	Dec. 31, 2020
Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Cash Flow Hedges [Member] | Forwards [Member] | Euros/Hungarian Forints [Member]
Derivative [Line Items]
Notional Amount	$ 914
Settle Through Date	Dec. 31, 2020
Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Cash Flow Hedges [Member] | Forwards [Member] | Euros/Romanian Leis [Member]
Derivative [Line Items]
Notional Amount	$ 4,019
Settle Through Date	Dec. 31, 2020
Derivatives Not Designated as Hedging Instruments under ASC 815 [Member] | Forwards [Member]
Derivative [Line Items]
Notional Amount	$ 18,472	$ 19,295
Settle Through Date	Nov. 30, 2021	Nov. 30, 2021

Financial Derivatives - Additio

Financial Derivatives - Additional Information (Detail) - USD ($)	9 Months Ended	12 Months Ended
	Sep. 30, 2020	Dec. 31, 2019
Derivative Instruments And Hedging Activities Disclosure [Abstract]
Maximum amount of loss due to credit risk	$ 1,300,000	$ 3,600,000
Total net settlement amount asset positions	1,200,000	3,400,000
Total net settlement amount liability positions	$ 2,100,000	$ 0

Financial Derivatives - Derivat

Financial Derivatives - Derivative Instruments Fair Value (Detail) - USD ($) $ in Thousands	Sep. 30, 2020	Dec. 31, 2019
Derivatives, Fair Value [Line Items]
Derivative Assets	$ 1,345	$ 3,607
Derivative Liabilities	2,195	251
Foreign Currency Contracts [Member]
Derivatives, Fair Value [Line Items]
Derivative Assets	1,345	3,607
Derivative Liabilities	2,195	251
Derivatives Not Designated as Hedging Instruments [Member] | Foreign Currency Contracts [Member] | Other Current Assets [Member]
Derivatives, Fair Value [Line Items]
Derivative Assets	139	322
Derivatives Not Designated as Hedging Instruments [Member] | Foreign Currency Contracts [Member] | Deferred Charges and Other Assets [Member]
Derivatives, Fair Value [Line Items]
Derivative Assets	59	234
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	59	113
Cash Flow Hedges [Member] | Derivatives Designated as Hedging Instruments [Member] | Foreign Currency Contracts [Member]
Derivatives, Fair Value [Line Items]
Derivative Liabilities	2,136	138
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	1,147	3,051
Cash Flow Hedges [Member] | Derivatives Designated as Hedging Instruments [Member] | Foreign Currency Contracts [Member] | Other Long Term Liabilities [Member]
Derivatives, Fair Value [Line Items]
Derivative Liabilities	32
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	$ 2,104	$ 138

Financial Derivatives - Effect

Financial Derivatives - Effect of Company's Derivative Instruments (Detail) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019
Derivative Instruments, Gain (Loss) [Line Items]
Revenues	$ 431,727	$ 397,547	$ 1,259,726	$ 1,189,478
Gains (losses) recognized from derivatives	(115)	(363)	(525)	(828)
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:	(1,084)	(36)	(216)	4,733
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:	818	1,134	3,182	1,264
Other Income (Expense), Net [Member] | Derivatives Not Designated as Hedging Instruments [Member] | Foreign Currency Contracts [Member]
Derivative Instruments, Gain (Loss) [Line Items]
Gains (losses) recognized from derivatives	$ (115)	$ (363)	$ (525)	$ (828)

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, 2020	Dec. 31, 2019
Schedule of Trading Securities and Other Trading Assets [Line Items]
Mutual funds, Cost	$ 10,169	$ 9,777
Other Current Assets [Member]
Schedule of Trading Securities and Other Trading Assets [Line Items]
Mutual funds, Fair Value	$ 15,088	$ 13,927

Investments Held in Rabbi Tru_4

Investments Held in Rabbi Trust - Additional Information (Detail)	Sep. 30, 2020
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, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019
Schedule of Trading Securities and Other Trading Assets [Line Items]
Net realized gains (losses) from sale of trading securities	$ 42	$ 62	$ 104	$ 128
Dividend and interest income	35	35	116	117
Net unrealized holding gains (losses)	764	(56)	380	1,402
Net investment income (losses)	$ 841	$ 41	$ 600	$ 1,647

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, 2020	Dec. 31, 2019
Accumulated Other Comprehensive Income (Loss) [Line Items]
Beginning Balance	$ 874,475	$ 826,609
Pre-tax amount	(2,943)	12,548
Tax (provision) benefit	(226)	(3)
Reclassification of (gain) loss to net income	(3,207)	(2,771)
Ending Balance	853,778	874,475
Foreign Currency Translation Adjustments [Member]
Accumulated Other Comprehensive Income (Loss) [Line Items]
Beginning Balance	(52,749)	(58,253)
Pre-tax amount	(2,727)	5,462
Foreign currency translation	(135)	42
Ending Balance	(55,611)	(52,749)
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	2,290	(1,864)
Pre-tax amount	(216)	6,978
Tax (provision) benefit	(238)	20
Reclassification of (gain) loss to net income	(3,058)	(2,719)
Foreign currency translation	24	(125)
Ending Balance	(1,198)	2,290
Unrealized Actuarial Gain (Loss) Related to Pension Liability [Member]
Accumulated Other Comprehensive Income (Loss) [Line Items]
Beginning Balance	2,324	2,256
Pre-tax amount		108
Tax (provision) benefit	12	(23)
Reclassification of (gain) loss to net income	(83)	(100)
Foreign currency translation	111	83
Ending Balance	2,364	2,324
Unrealized Gain (Loss) on Postretirement Obligation [Member]
Accumulated Other Comprehensive Income (Loss) [Line Items]
Beginning Balance	88	40
Reclassification of (gain) loss to net income	(66)	48
Ending Balance	22	88
Accumulated Other Comprehensive Income (Loss) [Member]
Accumulated Other Comprehensive Income (Loss) [Line Items]
Beginning Balance	(47,001)	(56,775)
Ending Balance	$ (53,377)	$ (47,001)

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, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019
Reclassification Adjustment out of Accumulated Other Comprehensive Income [Line Items]
Pre-tax amount	$ (415)	$ 23,794	$ 47,344	$ 53,898
Tax (provision) benefit	4,676	5,689	16,287	12,837
Reclassification of gain (loss) to net income	(5,091)	18,105	31,057	41,061
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	816	1,130	3,207	1,273
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	(54)	(33)	(124)	(78)
Reclassification of gain (loss) to net income	764	1,101	3,058	1,186
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	5	3	12	9
Reclassification of gain (loss) to net income	30	24	83	72
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	818	1,134	3,182	1,264
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	25	21	71	63
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	$ 22	$ 5	$ 66	$ 15

Income Taxes - Summary of Effec

Income Taxes - Summary of Effective Tax Rates (Detail)	3 Months Ended		9 Months Ended
	Sep. 30, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019
Income Tax Disclosure [Abstract]
Effective tax rate	(1126.70%)	23.90%	34.40%	23.80%

Income Taxes - Additional Infor

Income Taxes - Additional Information (Detail)	3 Months Ended	9 Months Ended
	Sep. 30, 2020	Sep. 30, 2020
Income Tax Disclosure [Abstract]
Statutory federal income tax rate	21.00%	21.00%

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, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019
Basic:
Weighted average common shares outstanding	39,994	41,190	40,482	41,808
Diluted:
Dilutive effect of stock appreciation rights, restricted stock, restricted stock units and shares held in rabbi trust		117	131	100
Total weighted average diluted shares outstanding	39,994	41,307	40,613	41,908
Anti-dilutive shares excluded from the diluted earnings per share calculation	441	52	8	174

Earnings Per Share - Additional

Earnings Per Share - Additional Information (Detail) - 2011 Share Repurchase Program [Member] - shares	3 Months Ended		9 Months Ended		106 Months Ended
	Sep. 30, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019	Jun. 30, 2020	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	500,000	369,000	1,860,000	1,140,000	8,300,000
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		106 Months Ended
	Sep. 30, 2020	Jun. 30, 2020	Mar. 31, 2020	Sep. 30, 2019	Jun. 30, 2019	Sep. 30, 2020	Sep. 30, 2019	Jun. 30, 2020
Schedule Of Shares Repurchased [Line Items]
Total Cost of Shares Repurchased	$ 16,248	$ 13,019	$ 22,909	$ 10,103	$ 20,178	$ 52,176	$ 30,281
Minimum [Member]
Schedule Of Shares Repurchased [Line Items]
Range of Prices Paid Per Share	$ 31.49			$ 26.81		$ 23.33	$ 24.72
Maximum [Member]
Schedule Of Shares Repurchased [Line Items]
Range of Prices Paid Per Share	$ 33.21			$ 28		$ 33.21	$ 28
2011 Share Repurchase Program [Member]
Schedule Of Shares Repurchased [Line Items]
Total Number of Shares Repurchased	500			369		1,860	1,140	8,300

Commitments and Loss Continge_2

Commitments and Loss Contingencies - Additional Information (Detail)	9 Months Ended
	Sep. 30, 2020USD ($)
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	$ 2,000,000

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, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019
Defined Benefit Plan Net Periodic Benefit Cost [Abstract]
Service cost	$ 118	$ 98	$ 331	$ 296
Interest cost	56	62	159	186
Recognized actuarial (gains)	(25)	(21)	(71)	(63)
Net periodic benefit cost	$ 149	$ 139	$ 419	$ 419

Defined Benefit Pension Plan _4

Defined Benefit Pension Plan and Postretirement Benefits - Additional Information (Detail)	9 Months Ended
	Sep. 30, 2020
Most Employees 401(k) Plan [Member]
Pension Plans, Postretirement and Other Employee Benefits [Line Items]
401(k) plan, most employees, maximum employer matching contribution, percent of employee's gross pay	4.00%
Most Employees 401(k) Plan [Member] | Next Eligible Compensation
Pension Plans, Postretirement and Other Employee Benefits [Line Items]
401(k) plan, most employees, employer matching contribution, percent of match	50.00%
401(k) plan, most employees, employer matching contribution, percent of employees' gross pay	2.00%
Most Employees 401(k) Plan [Member] | First Eligible Compensation
Pension Plans, Postretirement and Other Employee Benefits [Line Items]
401(k) plan, most employees, employer matching contribution, percent of match	100.00%
401(k) plan, most employees, employer matching contribution, percent of employees' gross pay	3.00%
Highly Compensated Employees 401(k) Plan [Member]
Pension Plans, Postretirement and Other Employee Benefits [Line Items]
401(k) plan, most employees, employer matching contribution, percent of match	50.00%
401(k) plan, most employees, employer matching contribution, percent of employees' gross pay	4.00%
401(k) plan, most employees, maximum employer matching contribution, percent of employee's gross pay	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, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019
Compensation And Retirement Disclosure [Abstract]
401(k) plan contributions	$ 719	$ 410	$ 2,210	$ 1,295

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, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019
General and Administrative [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Stock-based compensation (expense)	$ (4,029)	$ (1,504)	$ (7,931)	$ (5,594)
Income Taxes [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Income tax benefit	$ 967	$ 361	$ 1,903	$ 1,343

Stock-Based Compensation - Addi

Stock-Based Compensation - Additional Information (Detail) - Equity Incentive Plan [Member] shares in Millions	9 Months Ended
	Sep. 30, 2020$ / sharesshares
Performance-Based Restricted Shares/Restricted Stock Units [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Number of shares granted | shares	0.4
Weighted average grant-date fair value | $ / shares	$ 25.60
Employment-Based Restricted Shares/Restricted Stock Units [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Number of shares granted | shares	0.2
Weighted average grant-date fair value | $ / shares	$ 25.60

Segments and Geographic Infor_3

Segments and Geographic Information - Additional Information (Detail)	9 Months Ended
	Sep. 30, 2020SegmentRegion
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, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019
Segment Reporting Information [Line Items]
Revenues	$ 431,727	$ 397,547	$ 1,259,726	$ 1,189,478
Percentage of revenues	100.00%	100.00%	100.00%	100.00%
Depreciation, net	$ 12,681	$ 12,449	$ 37,772	$ 39,398
Amortization of intangibles	3,366	4,103	11,578	12,516
Income (loss) from operations	(2,100)	24,706	49,507	56,713
Total other income (expense), net	1,685	(912)	(2,163)	(2,815)
Income taxes	(4,676)	(5,689)	(16,287)	(12,837)
Net income (loss)	(5,091)	18,105	31,057	41,061
Americas [Member]
Segment Reporting Information [Line Items]
Revenues	$ 349,063	$ 318,097	$ 1,021,261	$ 953,181
Percentage of revenues	80.90%	80.00%	81.10%	80.10%
Americas [Member] | Operating Segments [Member]
Segment Reporting Information [Line Items]
Revenues	$ 349,063	$ 318,097	$ 1,021,261	$ 953,181
Percentage of revenues	80.90%	80.00%	81.10%	80.10%
Depreciation, net	$ 9,943	$ 10,086	$ 30,064	$ 32,252
Amortization of intangibles	2,522	3,289	9,089	10,015
Income (loss) from operations	32,558	34,516	108,816	91,168
EMEA [Member]
Segment Reporting Information [Line Items]
Revenues	$ 82,664	$ 79,427	$ 238,458	$ 236,231
Percentage of revenues	19.10%	20.00%	18.90%	19.90%
EMEA [Member] | Operating Segments [Member]
Segment Reporting Information [Line Items]
Revenues	$ 82,664	$ 79,427	$ 238,458	$ 236,231
Percentage of revenues	19.10%	20.00%	18.90%	19.90%
Depreciation, net	$ 2,006	$ 1,611	$ 5,529	$ 4,865
Amortization of intangibles	844	814	2,489	2,501
Income (loss) from operations	$ (14,311)	5,688	(7,053)	11,840
Other Segment [Member]
Segment Reporting Information [Line Items]
Revenues		$ 23	$ 7	$ 66
Percentage of revenues	0.00%	0.00%	0.00%	0.00%
Depreciation, net	$ 732	$ 752	$ 2,179	$ 2,281
Income (loss) from operations	(20,347)	(15,498)	(52,256)	(46,295)
Total other income (expense), net	1,685	(912)	(2,163)	(2,815)
Income taxes	$ (4,676)	$ (5,689)	$ (16,287)	$ (12,837)

Segments and Geographic Infor_5

Segments and Geographic Information - Operation by Delivery Location (Detail) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019
Segment Reporting Information [Line Items]
Revenues	$ 431,727	$ 397,547	$ 1,259,726	$ 1,189,478
Americas [Member]
Segment Reporting Information [Line Items]
Revenues	349,063	318,097	1,021,261	953,181
Americas [Member] | Operating Segments [Member]
Segment Reporting Information [Line Items]
Revenues	349,063	318,097	1,021,261	953,181
Americas [Member] | Operating Segments [Member] | United States [Member]
Segment Reporting Information [Line Items]
Revenues	160,158	144,698	482,595	451,466
Americas [Member] | Operating Segments [Member] | The Philippines [Member]
Segment Reporting Information [Line Items]
Revenues	69,382	65,560	196,388	180,431
Americas [Member] | Operating Segments [Member] | Costa Rica [Member]
Segment Reporting Information [Line Items]
Revenues	38,716	31,228	112,847	93,524
Americas [Member] | Operating Segments [Member] | Canada [Member]
Segment Reporting Information [Line Items]
Revenues	26,469	24,815	74,665	74,885
Americas [Member] | Operating Segments [Member] | El Salvador [Member]
Segment Reporting Information [Line Items]
Revenues	18,079	20,904	53,701	61,447
Americas [Member] | Operating Segments [Member] | Other [Member]
Segment Reporting Information [Line Items]
Revenues	36,259	30,892	101,065	91,428
EMEA [Member]
Segment Reporting Information [Line Items]
Revenues	82,664	79,427	238,458	236,231
EMEA [Member] | Operating Segments [Member]
Segment Reporting Information [Line Items]
Revenues	82,664	79,427	238,458	236,231
EMEA [Member] | Operating Segments [Member] | Other [Member]
Segment Reporting Information [Line Items]
Revenues	57,091	55,956	164,118	166,083
EMEA [Member] | Operating Segments [Member] | Germany [Member]
Segment Reporting Information [Line Items]
Revenues	$ 25,573	23,471	74,340	70,148
Other Segment [Member]
Segment Reporting Information [Line Items]
Revenues		$ 23	$ 7	$ 66

Other Income (Expense) - Other

Other Income (Expense) - Other Income (Expense), Net (Detail) - USD ($) $ in Thousands	3 Months Ended		9 Months Ended
	Sep. 30, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019
Other Nonoperating Income Expense [Abstract]
Foreign currency transaction gains (losses)	$ (323)	$ 430	$ (1,881)	$ (107)
Gains (losses) on derivative instruments not designated as hedges	(115)	(363)	(525)	(828)
Other miscellaneous income (expense)	1,500	(163)	713	(690)
Other income (expense)	1,903	(55)	(1,093)	22
Other Income (Expense), Net [Member]
Other Nonoperating Income Expense [Abstract]
Net investment gains (losses) on investments held in rabbi trust	$ 841	$ 41	$ 600	$ 1,647

Related Party Transactions - Ad

Related Party Transactions - Additional Information (Detail) - John H. Sykes [Member] - USD ($) $ in Millions	1 Months Ended	3 Months Ended		9 Months Ended
	Jan. 31, 2008	Sep. 30, 2020	Sep. 30, 2019	Sep. 30, 2020	Sep. 30, 2019
Schedule of Other Related Party Transactions [Line Items]
Duration of lease	20 years
Lease termination penalty		$ 0.1
Early termination date				Mar. 31, 2021
Payment to landlord under the lease terms		$ 0.1	$ 0.1	$ 0.4	$ 0.4
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.

Subsequent Event - Additional I

Subsequent Event - Additional Information (Detail) - Subsequent Event [Member]	Oct. 13, 2020
Subsequent Event [Line Items]
Subsequent event, description	On October 13, 2020, the Company experienced a cyber incident affecting some of the Company’s systems (the “October 2020 Cyber Incident”). The Company believes it has identified the specific systems that were impacted and that it has generally restored operations with no material day-to-day impact to its ability to provide normal service to its clients. The Company’s investigation of the incident is ongoing with assistance from third-party experts. The Company has notified law enforcement officials and will cooperate in any criminal investigation of this matter. The Company maintains a cyber and privacy insurance policy and expects to recover business interruption and other losses related to the incident, subject to the Company’s deductible, which is not material.
Subsequent event, date	Oct. 13, 2020