Sykes Enterprises (SYKE) 10-K 26 Feb 21 2020 FY Annual report Financial data

Document and Entity Information

Document and Entity Information - USD ($)	12 Months Ended
	Dec. 31, 2020	Feb. 08, 2021	Jun. 30, 2020
Cover [Abstract]
Document Type	10-K
Amendment Flag	false
Document Period End Date	Dec. 31, 2020
Document Fiscal Year Focus	2020
Document Fiscal Period Focus	FY
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 N. 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
ICFR Auditor Attestation Flag	true
Entity Common Stock, Shares Outstanding		39,614,062
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 Annual Report	true
Document Transition Report	false
Entity Voluntary Filers	No
Entity Well-known Seasoned Issuer	No
Entity Public Float			$ 1,054,045,429
Documents Incorporated by Reference	DOCUMENTS INCORPORATED BY REFERENCE: Documents Form 10-K Reference Portions of the Proxy Statement for the year 2021 Annual Meeting of Shareholders Part III Items 10–14

Consolidated Balance Sheets

Consolidated Balance Sheets - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019
Current assets:
Cash and cash equivalents	$ 103,077	$ 127,246
Receivables, net of allowance of $4.8 million and $3.5 million, respectively	415,746	390,147
Prepaid expenses	21,348	20,868
Other current assets	19,718	20,525
Total current assets	559,889	558,786
Property and equipment, net	121,084	125,990
Operating lease right-of-use assets	158,866	205,112
Goodwill, net	299,409	311,247
Intangibles, net	233,975	158,420
Deferred charges and other assets	62,582	55,945
Total assets	1,435,805	1,415,500
Current liabilities:
Accounts payable	32,049	33,591
Accrued employee compensation and benefits	147,212	109,591
Income taxes payable	3,521	3,637
Deferred revenue and customer liabilities	24,802	26,621
Operating lease liabilities	55,928	50,863
Other accrued expenses and current liabilities	31,994	29,330
Total current liabilities	295,506	253,633
Long-term debt	63,000	73,000
Long-term income tax liabilities	21,586	22,286
Long-term operating lease liabilities	126,336	166,810
Other long-term liabilities	35,723	25,296
Total liabilities	542,151	541,025
Commitments and loss contingencies (Note 22)
Shareholders' equity:
Preferred stock, $0.01 par value per share, 10,000 shares authorized; no shares issued and outstanding
Common stock, $0.01 par value per share, 200,000 shares authorized; 39,614 and 41,549 shares issued, respectively	396	416
Additional paid-in capital	298,037	288,935
Retained earnings	639,000	634,668
Accumulated other comprehensive income (loss)	(40,999)	(47,001)
Treasury stock at cost: 135 and 128 shares, respectively	(2,780)	(2,543)
Total shareholders' equity	893,654	874,475
Total liabilities and shareholders' equity	$ 1,435,805	$ 1,415,500

Consolidated Balance Sheets (Pa

Consolidated Balance Sheets (Parenthetical) - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019
Statement Of Financial Position [Abstract]
Accounts Receivable, Allowance for Credit Loss	$ 4,792	$ 3,480
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	39,614,000	41,549,000
Treasury stock, shares	135,000	128,000

Consolidated Statements of Oper

Consolidated Statements of Operations - USD ($) shares in Thousands, $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Income Statement [Abstract]
Revenues	$ 1,710,261	$ 1,614,762	$ 1,625,687
Operating expenses:
Direct salaries and related costs	1,099,593	1,042,289	1,072,907
General and administrative	421,910	412,407	407,285
Depreciation, net	51,418	51,916	57,350
Amortization of intangibles	14,003	16,639	15,542
Impairment of goodwill	21,792
Impairment of long-lived assets	19,761	1,711	9,401
Total operating expenses	1,628,477	1,524,962	1,562,485
Income from operations	81,784	89,800	63,202
Other income (expense):
Interest income	755	846	706
Interest (expense)	(1,923)	(4,309)	(4,743)
Other income (expense), net	(49)	(414)	(2,248)
Total other income (expense), net	(1,217)	(3,877)	(6,285)
Income before income taxes	80,567	85,923	56,917
Income taxes	24,135	21,842	7,991
Net income	$ 56,432	$ 64,081	$ 48,926
Net income per common share:
Basic	$ 1.40	$ 1.54	$ 1.16
Diluted	$ 1.39	$ 1.53	$ 1.16
Weighted average common shares outstanding:
Basic	40,255	41,649	42,090
Diluted	40,480	41,802	42,246

Consolidated Statements of Comp

Consolidated Statements of Comprehensive Income (Loss) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Statement Of Income And Comprehensive Income [Abstract]
Net income	$ 56,432	$ 64,081	$ 48,926
Other comprehensive income (loss), net of taxes:
Foreign currency translation adjustments	12,299	5,504	(21,938)
Unrealized gain (loss) on cash flow hedging instruments, net of taxes	(4,481)	4,154	(4,335)
Unrealized actuarial gain (loss) related to pension liability, net of taxes	(1,728)	68	682
Unrealized gain (loss) on postretirement obligation, net of taxes	(88)	48	(80)
Other comprehensive income (loss), net of taxes	6,002	9,774	(25,671)
Comprehensive income (loss)	$ 62,434	$ 73,855	$ 23,255

Consolidated Statements of Chan

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, 2017	$ 796,479		$ 429	$ 282,385	$ 546,843		$ (31,104)	$ (2,074)
Beginning Balance, shares at Dec. 31, 2017			42,899
Cumulative effect of accounting change at Dec. 31, 2017		$ 3,019				$ 3,019
Accounting Standards Update Extensible List		us-gaap:AccountingStandardsUpdate201409Member				us-gaap:AccountingStandardsUpdate201409Member
Stock-based compensation expense	7,543			7,543
Issuance of common stock under equity award plans, net of forfeitures				302				(302)
Issuance of common stock under equity award plans, net of forfeitures, Share			(3)
Shares repurchased for tax withholding on equity awards	(3,687)		$ (1)	(3,686)
Shares repurchased for tax withholding on equity awards, Share			(118)
Comprehensive income (loss)	23,255				48,926		(25,671)
Ending Balance at Dec. 31, 2018	826,609		$ 428	286,544	598,788		(56,775)	(2,376)
Ending Balance, shares at Dec. 31, 2018			42,778
Cumulative effect of accounting change at Dec. 31, 2018		$ 110				$ 110
Accounting Standards Update Extensible List		us-gaap:AccountingStandardsUpdate201602Member				us-gaap:AccountingStandardsUpdate201602Member
Stock-based compensation expense	7,396			7,396
Issuance of common stock under equity award plans, net of forfeitures				167				(167)
Issuance of common stock under equity award plans, net of forfeitures, Share			9
Shares repurchased for tax withholding on equity awards	(3,214)		$ (1)	(3,213)
Shares repurchased for tax withholding on equity awards, Share			(98)
Repurchase of common stock	(30,281)							(30,281)
Retirement of treasury stock			$ (11)	(1,959)	(28,311)			30,281
Retirement of treasury stock, shares			(1,140)
Comprehensive income (loss)	73,855				64,081		9,774
Ending Balance at Dec. 31, 2019	874,475		$ 416	288,935	634,668		(47,001)	(2,543)
Ending Balance, shares at Dec. 31, 2019			41,549
Stock-based compensation expense	10,748			10,748
Issuance of common stock under equity award plans, net of forfeitures				237				(237)
Issuance of common stock under equity award plans, net of forfeitures, Share			(13)
Shares repurchased for tax withholding on equity awards	(1,827)		$ (1)	(1,826)
Shares repurchased for tax withholding on equity awards, Share			(62)
Repurchase of common stock	(52,176)							(52,176)
Retirement of treasury stock			$ (19)	(57)	(52,100)			52,176
Retirement of treasury stock, shares			(1,860)
Comprehensive income (loss)	62,434				56,432		6,002
Ending Balance at Dec. 31, 2020	$ 893,654		$ 396	$ 298,037	$ 639,000		$ (40,999)	$ (2,780)
Ending Balance, shares at Dec. 31, 2020			39,614

Consolidated Statements of Cash

Consolidated Statements of Cash Flows - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Cash flows from operating activities:
Net income	$ 56,432	$ 64,081	$ 48,926
Adjustments to reconcile net income to net cash provided by operating activities:
Depreciation	51,629	52,149	57,817
Amortization of intangibles	14,003	16,639	15,542
Amortization of deferred grants	(1,119)	(351)	(657)
Impairment losses	41,553	1,711	9,401
Unrealized foreign currency transaction (gains) losses, net	2,123	(2,304)	(843)
Stock-based compensation expense	10,748	7,396	7,543
Deferred income tax provision (benefit)	(5,649)	282	(1,509)
Net (gain) loss on disposal of property and equipment	(158)	383	312
Unrealized (gains) losses and premiums on financial instruments, net	1,108	(1,059)	805
Net (gain) on insurance settlement		(1,133)
(Earnings) losses from equity method investees	1,099	448	639
(Gain) on dilution of investment in equity method investees	(1,357)
Other	1,615	785	464
Changes in assets and liabilities, net of acquisitions:
Receivables, net	(9,306)	(40,239)	(8,224)
Prepaid expenses	(69)	(284)	(1,690)
Other current assets	(343)	(138)	(693)
Deferred charges and other assets	(4,729)	(12,197)	(13,621)
Accounts payable	(3,613)	2,099	(1,571)
Income taxes receivable / payable	(2,972)	(81)	(1,066)
Accrued employee compensation and benefits	31,073	9,409	(6,418)
Other accrued expenses and current liabilities	(2,403)	3,465	449
Deferred revenue and customer liabilities	(2,759)	(4,521)	(1,623)
Other long-term liabilities	1,629	3,909	5,111
Operating lease assets and liabilities	(2,793)	834
Net cash provided by operating activities	175,742	101,283	109,094
Cash flows from investing activities:
Capital expenditures	(52,683)	(38,698)	(46,884)
Cash paid for business acquisitions, net of cash acquired	(88,466)	(3,133)	(78,395)
Proceeds from property and equipment insurance settlement		1,190
Purchase of intangible assets		(292)	(8,156)
Investment in equity method investees			(5,000)
Other	1,792	346	1,495
Net cash (used for) investing activities	(139,357)	(40,587)	(136,940)
Cash flows from financing activities:
Payments of long-term debt	(101,000)	(58,000)	(231,000)
Proceeds from issuance of long-term debt	91,000	29,000	58,000
Cash paid for repurchase of common stock	(52,176)	(30,281)
Proceeds from grants			31
Shares repurchased for tax withholding on equity awards	(1,827)	(3,214)	(3,687)
Cash paid for loan fees related to long-term debt		(1,098)
Net cash (used for) financing activities	(64,003)	(63,593)	(176,656)
Effects of exchange rates on cash, cash equivalents and restricted cash	2,829	1,851	(10,072)
Net increase (decrease) in cash, cash equivalents and restricted cash	(24,789)	(1,046)	(214,574)
Cash, cash equivalents and restricted cash – beginning	129,185	130,231	344,805
Cash, cash equivalents and restricted cash – ending	104,396	129,185	130,231
Supplemental disclosures of cash flow information:
Cash paid for amounts included in the measurement of operating lease liabilities under ASC 842	63,097	58,058
Cash paid during period for interest	1,423	3,500	3,888
Cash paid during period for income taxes	32,770	24,049	19,587
Non-cash transactions:
Net right-of-use assets arising from new or remeasured operating lease liabilities under ASC 842	16,799	30,014
Capital expenditures incurred but not yet paid	6,111	5,970	1,944
Unrealized gain (loss) on postretirement obligation, net of taxes, in accumulated other comprehensive income (loss)	(88)	$ 48	$ (80)
Property and equipment acquired under grant agreement	$ 1,612

Overview and Summary of Signifi

Overview and Summary of Significant Accounting Policies	12 Months Ended
	Dec. 31, 2020
Organization Consolidation And Presentation Of Financial Statements [Abstract]
Overview and Summary of Significant Accounting Policies	Note 1. Overview and Summary of Significant Accounting Policies Business — Sykes Enterprises, Incorporated and consolidated subsidiaries (“SYKES” or the “Company”) is a leading full lifecycle provider of global customer experience management services, multichannel demand generation and digital transformation. The Company provides differentiated full lifecycle customer experience management solutions and services primarily to Global 2000 companies and its end customers principally in the financial services, technology, communications, transportation & leisure and healthcare industries. The Company’s differentiated full lifecycle services platform effectively engages customers at every touchpoint within the customer journey, including digital marketing and acquisition, sales expertise, customer service, technical support and retention, many of which can be optimized through a suite of digital transformation capabilities under its SYKES Digital Services (“SDS”) group, which spans robotic process automation (“RPA”), self-service, insight analytics and digital learning. In addition to digital transformation, the Company also provides artificial intelligence (“AI”) solutions that can be embedded and leveraged across its lifecycle offerings. 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 RPA provider Symphony Ventures Ltd (“Symphony”) coupled with its investment in 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. Coronavirus On March 11, 2020, the World Health Organization characterized the novel coronavirus (“COVID-19”) a pandemic. The global nature, rapid spread and continually evolving response by governments throughout the world to combat the spread has had a negative impact on the global economy. Certain of the Company’s customer experience management centers have been impacted by local government actions restricting facility access or are operating at lower capacity utilization levels to achieve social distancing. The Company is committed to the health and safety of its workforce and ensuring business continuity for the brands it serves. In response, the Company shifted as many employees as possible to a work-at-home model. As of January 2021, approximately 95% of agents assigned to the Company’s brick-and-mortar facilities are working at its centers or from home across the world with 70% having transitioned to a work-at-home model. Approximately 5% of our agents lack the technical infrastructure to work from home. The Company’s operations in the Philippines, El Salvador and Mexico have been most impacted by the governmental restrictions. The Company continues to closely monitor the prevalence of COVID-19 in the communities where its centers are located as well as guidance from public health authorities, federal and local agencies and municipalities. The Company will work with employees and clients to transition agents back to its centers based on that guidance, but risk further disruption to its business as a result of COVID-19 and government-imposed restrictions. 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 has decided to terminate, sublease or abandon leases prior to the end of their lease terms at certain of its sites during the year ended December 31, 2020 as approximately 3,200 seats transitioned from brick and mortar to at home agents. As such, the Company recorded impairments of right-of-use (“ROU”) assets of $12.7 million and impairments of property and equipment of $ million during the year ended December 31, 2020. See Note 6 , Fair Value, in the accompanying “Notes to Consolidated Financial Statements” for further information. Acquisitions The Company completed one acquisition during 2020 and two acquisitions during 2018, all of which were immaterial to the Company individually and in the aggregate. See Note 4, Acquisitions, for further information. Principles of Consolidation — The 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 consolidated financial statements in conformity with accounting principles generally accepted in the United States of America (“generally accepted accounting principles” or “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 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 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 consolidated financial statements. There were no material subsequent events that required recognition or disclosure in the accompanying consolidated financial statements. Revenues The Company recognizes revenues in accordance with Accounting Standards Codification (“ASC”) 606, Revenue from Contracts with Customers (“ASC 606”), whereby revenues are recognized when control of the promised goods or services is transferred to the Company’s customers, in an amount that reflects the consideration it expects to be entitled to in exchange for those services. Under ASC 606, the Company accounts for a contract with a client when it has approval, the contract is committed, the rights of the parties, including payment terms are identified, the contract has commercial substance and consideration is probable of collection. The Company’s sales commissions are expensed as incurred because they are not directly incremental to obtaining customer contracts. The Americas and EMEA regions primarily provide customer experience management solutions and services with an emphasis on inbound multichannel demand generation, customer service and technical support to our clients’ customers. These services, which are delivered through multiple communication channels including phone, e-mail, social media, text messaging, chat and digital self-service Customer experience management solutions and services contracts have a single stand-ready performance obligation as the promise to transfer the customer solutions and services are not separately identifiable from other promises in the contract, and therefore not distinct. Because the Company’s customers simultaneously receive and consume the benefits of its services as they are delivered, the performance obligations are satisfied over time, and revenues are recognized over time using output methods such as a per minute, per hour, per call, per transaction or per time and materials basis. These output methods faithfully depict the satisfaction of the Company’s obligation to deliver the services as requested and represent a direct measurement of value to the customer. The stated terms of these contracts range from 30 days to six years. The majority of these contracts include termination for convenience or without cause provisions allowing either party to cancel the contract without substantial cost or penalty within a defined notification period (“termination rights”), typically up to 180 days. Only the noncancelable portion of the contract qualifies as a legally enforceable contract under ASC 606 and any unsatisfied performance obligations are accounted for as deferred revenue. Periods that extend beyond the legally enforceable contract period are considered optional purchases of additional services. As these options typically do not represent a material right, the amount of up-front fees received for periods that extend beyond the legally enforceable contract period are accounted for as customer arrangements with termination rights. Invoices are generally issued on a monthly basis as control transfers and payment is typically due within 30 or 60 days of the invoice date. Revenue recognition is limited to the established transaction price, the amount to which the Company expects to be entitled to under the contract, including the amount of expected fees for those contracts with renewal provisions, and the amount that is not contingent upon delivery of any future product or service or meeting other specified performance obligations. The Company’s customer contracts include penalty and holdback provisions for failure to meet specified minimum service levels and other performance-based contingencies, as well as the right of certain of the Company’s clients to chargeback accounts that do not meet certain requirements for specified periods after a sale has occurred. Certain customers also receive cash discounts for early payment. These provisions are accounted for as variable consideration and are estimated using the expected value method based on historical service and pricing trends, the individual contract provisions, and the Company’s best judgment at the time. None of these variable consideration components are subject to constraint due to the short time period to resolution, the Company’s extensive history with similar transactions, and the limited number of possible outcomes and third-party influence. The portion of the consideration received under the contract that the Company expects to ultimately refund to the customer is excluded from the transaction price and is recorded as an estimated refund liability. The transaction price, once determined, is allocated to the single performance obligation on a contract by contract basis. The Company also provides RPA, fulfillment and enterprise support services which are immaterial in total. For additional information refer to Note 2, Revenues. Deferred revenues and customer liabilities — Deferred revenues consist of up-front fees received in connection with certain contracts to the extent a legally enforceable contract exists. Accordingly, the up-front fees allocated to a contract’s termination notification period, typically varying periods up to 180 days, are recorded as deferred revenue, while the fees that extend beyond the notification period are classified as customer arrangements with termination rights. These up-front fees do not represent a significant financing component since they were structured primarily to reduce the administrative burden in managing the operations of certain contracts, to provide the customer with un-interrupted service, and to assist in managing the overall risk and profitability of providing the services. Customer liabilities consist of customer arrangements with termination rights and estimated refund liabilities. Customer arrangements with termination rights represent the amount of up-front fees received for periods that extend beyond the legally enforceable contract period. All customer arrangements with termination rights are classified as current as the customer can terminate the contracts and demand pro-rata refunds of the up-front fees over varying periods, typically up to 180 days. Estimated refund liabilities represent consideration received under the contract that the Company expects to ultimately refund to the customer and primarily relates to estimated penalties, holdbacks and chargebacks. Penalties and holdbacks result from the failure to meet specified minimum service levels in certain contracts and other performance-based contingencies. Chargebacks reflect the right of certain of the Company’s clients to chargeback accounts that do not meet certain requirements for specified periods after a sale has occurred. For additional information refer to Note 2, Revenues. 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. Cash and cash equivalents in the amount of $103.1 million and $127.2 million at December 31, 2020 and 2019, respectively, were primarily held in non-interest-bearing accounts. Cash and cash equivalents of $86.7 million and $125.3 million at December 31, 2020 and 2019, respectively, were held in international operations. Most of these funds will not be subject to additional taxes if repatriated to the United States. There are circumstances where the Company may be unable to repatriate some of the cash and cash equivalents held by its international operations due to country restrictions. 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 Consolidated Balance Sheets that sum to the amounts reported in the Consolidated Statements of Cash Flows (in thousands): December 31, 2020 2019 2018 2017 Cash and cash equivalents $ 103,077 $ 127,246 $ 128,697 $ 343,734 Restricted cash included in "Other current assets" 355 568 149 154 Restricted cash included in "Deferred charges and other assets" 964 1,371 1,385 917 $ 104,396 $ 129,185 $ 130,231 $ 344,805 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, in accordance with ASC 326, Financial Instruments – Credit Losses (“ASC 326”). 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 doubtful accounts will increase if the financial condition of the Company’s clients were to deteriorate, resulting in a reduced ability to make payments. Property and Equipment — Property and equipment is recorded at cost and depreciated using the straight-line method over the estimated useful lives of the respective assets. Improvements to leased premises are amortized over the shorter of the related lease term or the estimated useful lives of the improvements. Cost and related accumulated depreciation on assets retired or disposed of are removed from the accounts and any resulting gains or losses are credited or charged to income. The Company capitalizes certain costs incurred, if any, to internally develop software during the application development stages. Costs incurred in the preliminary project and post-implementation stages are expensed as incurred. The carrying value of property and equipment to be held and used is evaluated for impairment whenever events or changes in circumstances indicate that the carrying amount may not be recoverable in accordance with ASC 360, Property, Plant and Equipment Leases — In determining whether a contract contains a lease under ASC 842, Leases (“ASC 842”), the Company assesses whether the arrangement meets all three of the following criteria: 1) there is an identified asset; 2) the Company has the right to obtain substantially all the economic benefits from use of the identified asset; and 3) the Company has the right to direct the use of the identified asset. This involves evaluating whether the Company has the right to operate the asset or to direct others to operate the asset in a manner that it determines without the supplier having the right to change those operating instructions, as well as evaluating the Company’s involvement in the design of the asset. The Company capitalizes operating lease obligations with initial terms in excess of 12 months as ROU assets with corresponding lease liabilities on its balance sheet. Operating lease ROU assets represent the Company’s right to use an underlying asset for the lease term, and operating lease liabilities represent the Company’s obligation to make lease payments arising from the lease. Operating lease ROU assets and liabilities are recognized at the commencement date based on the present value of lease payments over the lease term. Additionally, the ROU asset is adjusted for lease incentives, prepaid lease payments and initial direct costs. Operating lease expense is recognized on a straight-line basis over the lease term. The Company has lease agreements with lease and non-lease components, such as real estate taxes, insurance, common area maintenance and other operating costs. Lease and non-lease components Certain of the Company’s lease agreements include rental payments that adjust periodically based on an index or rate, generally the applicable Consumer Price Index (“CPI”). The operating lease liability is measured using the prevailing index or rate at the measurement date (i.e., the commencement date). Incremental payments due to changes to the index- and rate-based lease payments are treated as variable lease costs and expensed as incurred. For purposes of calculating operating lease liabilities, the lease term includes options to extend or terminate the lease when it is reasonably certain that the Company will exercise that option. The primary factors used to estimate whether an option to extend a lease term will be exercised or not generally include the extent of the Company’s capital investment, employee recruitment potential and operational cost and flexibility. In determining the present value of lease payments, the Company uses incremental borrowing rates based on information available at the lease commencement date. The incremental borrowing rate is the rate of interest that a lessee would have to pay to borrow on a collateralized basis over a similar term an amount equal to the lease payments in a similar economic environment. The Company’s incremental borrowing rate is estimated using a synthetic credit rating model and forward currency exchange rates, as applicable. Leases with an initial term of 12 months or less are recognized in the accompanying Consolidated Statements of Operations on a straight-line basis over the lease term. The ROU asset is evaluated for impairment whenever events or circumstances indicate that the carrying amount may not be recoverable in accordance with ASC 360. A loss is recognized when the ROU asset is impaired in connection with the impairment of a site’s assets due to economic or other factors. When the ROU asset is impaired, it is typically amortized on a straight-line basis over the shorter of the remaining lease term or its useful life, and the related operating lease would no longer qualify for straight-line treatment of total lease expense. For additional information refer to Note 3, Leases Goodwill and Intangible Assets — The Company accounts for goodwill and other intangible assets under ASC 350, Intangibles — Goodwill and Other (“ASC 350”). The Company expects to receive future benefits from previously acquired goodwill over an indefinite period of time. For goodwill and other intangible assets with indefinite lives not subject to amortization, the Company reviews goodwill and intangible assets for impairment at least annually in the third quarter, and more frequently in the presence of certain circumstances. The Company has the option to first assess qualitative factors to determine whether the existence of events or circumstances leads to a determination that it is more likely than not that the fair value of a reporting unit is less than its carrying amount. The Company may elect to forgo this option and proceed to the quantitative goodwill impairment test. If the Company elects to perform the qualitative assessment and it indicates that a significant decline to fair value of a reporting unit is more likely than not, or if a reporting unit’s fair value has historically been closer to its carrying value, or the Company elects to forgo this qualitative assessment, the Company will proceed to the quantitative goodwill impairment test where the fair value of a reporting unit is calculated based on discounted future probability-weighted cash flows. If the quantitative goodwill impairment test indicates that the carrying value of a reporting unit is in excess of its fair value, the Company will recognize an impairment loss for the amount by which the carrying value exceeds the reporting unit’s fair value, not to exceed the total amount of goodwill allocated to that reporting unit. Other than what has been disclosed in Note 7, Goodwill and Intangible Assets, the Company determined that its goodwill was not impaired as of December 31, 2020 and 2019. Definite-lived intangible assets, primarily customer relationships, are amortized using the straight-line method over their estimated useful lives which approximate the pattern in which the economic benefits of the assets are consumed. The Company periodically evaluates the recoverability of definite-lived and indefinite-lived intangible assets and takes into account events or changes in circumstances that warrant revised estimates of useful lives or that indicate that impairment exists. Fair value for intangible assets is based on discounted cash flows, market multiples and/or appraised values, as appropriate. Income Taxes — The Company accounts for income taxes under ASC 740, Income Taxes (“ASC 740”) which requires recognition of deferred tax assets and liabilities to reflect tax consequences of differences between the tax bases of assets and liabilities and their reported amounts in the accompanying consolidated financial statements. Deferred tax assets are reduced by a valuation allowance if, based on the weight of available evidence, both positive and negative, for each respective tax jurisdiction, it is more likely than not that the deferred tax assets will not be realized in accordance with the criteria of ASC 740 . Valuation allowances are established against deferred tax assets due to an uncertainty of realization. Valuation allowances are reviewed each period on a tax jurisdiction by tax jurisdiction basis to analyze whether there is sufficient positive or negative evidence, in accordance with criteria of ASC 740, to support a change in judgment about the ability to realize the related deferred tax assets. Uncertainties regarding expected future income in certain jurisdictions could affect the realization of deferred tax assets in those jurisdictions. The Company evaluates tax positions that have been taken or are expected to be taken in its tax returns and records a liability for uncertain tax positions in accordance with ASC 740 ASC 740 Self-Insurance Programs — The Company self-insures for certain levels of workers' compensation and self-funds the medical, prescription drug and dental benefit plans in the United States. Estimated costs are accrued at the projected settlements for known and anticipated claims. Amounts related to these self-insurance programs are included in “Accrued employee compensation and benefits” and “Other long-term liabilities” in the accompanying Consolidated Balance Sheets. Investments in Equity Method Investees — In accordance with ASC 323, Investments – Equity Method and Joint Ventures (“ASC 323”), the Company uses the equity method to account for investments in companies if the investment provides the ability to exercise significant influence, but not control, over operating and financial policies of the investee. The Company’s proportionate share of the net income or loss of an equity method investment is included in consolidated net income. Judgment regarding the level of influence over an equity method investment includes considering key factors such as the Company’s ownership interest, representation on the board of directors, participation in policy-making decisions and material intercompany transactions. Equity method investments are assessed for other-than-temporary impairment in accordance with ASC 323. Factors considered by the Company when reviewing an equity method investment for impairment include the length of time (duration) and the extent (severity) to which the fair value of the equity method investment has been less than cost, the investee’s financial condition and near-term prospects, and the intent and ability to hold the investment for a period of time sufficient to allow for anticipated recovery. If a decline in the value of an equity method investment is determined to be other-than-temporary, a loss is recognized in the period identified. As of December 31, 2020 and 2019, the Company did not identify any instances where the carrying values of its equity method investments were impaired. In July 2017, the Company made a strategic investment of $10.0 million in XSell for 32.8% of XSell’s preferred stock. As a result of XSell’s equity issuance during 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 was included in “Other income (expense), net” in the accompanying Consolidated Statement of Operations for the year ended December 31, 2020. The Company’s net investment in XSell of $8.9 million and $8.7 million was included in “Deferred charges and other assets” in the accompanying Consolidated Balance Sheets as of December 31, 2020 and 2019, respectively. The Company’s proportionate share of XSell’s earnings (losses) were included in “Other income (expense), net” in the accompanying Consolidated Statements of Operations. The Company’s investment was paid in two installments of $5.0 million, one in July 2017 and one in August 2018. Customer-Acquisition Advertising Costs — The Company’s advertising costs are expensed as incurred. Total advertising costs included in the accompanying Consolidated Statements of Operations were as follows (in thousands): Years Ended December 31, 2020 2019 2018 Customer-acquisition advertising costs included in "Direct salaries and related costs" $ 41,196 $ 47,313 $ 49,657 Stock-Based Compensation —In accordance with ASC 718, Compensation — Stock Compensation (“ASC 718”), the Company recognizes in its accompanying Consolidated Statements of Operations the grant-date fair value of stock options and other equity-based compensation issued to employees and directors. Compensation expense for equity-based awards is recognized over the requisite service period, usually the vesting period, while compensation expense for liability-based awards (those usually settled in cash rather than stock) is re-measured to fair value at each balance sheet date until the awards are settled. See Note 24, Stock-Based Compensation, for further information. Fair Value of Financial Instruments — ASC 820, Fair Value Measurements and Disclosures (“ASC 820”) defines fair value and establishes a framework for measuring fair value. ASC 820 clarifies that fair value is an exit price, representing the amount that would be received to sell an asset or paid to transfer a liability in an orderly transaction between market participants. Additionally, ASC 820 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: • — • — • — . Determination of Fair Value — The Company generally uses quoted market prices (unadjusted) in active markets for identical assets or liabilities that the Company has the ability to access to determine fair value and classifies such items in Level 1. Fair values determined by Level 2 inputs utilize inputs other than quoted market prices included in Level 1 that are observable for the asset or liability, either directly or indirectly. Level 2 inputs include quoted market prices in active markets for similar assets or liabilities, and inputs other than quoted market prices that are observable for the asset or liability. Level 3 inputs are unobservable inputs for the asset or liability, and include situations where there is little, if any, market activity for the asset or liability. If quoted market prices are not available, fair value is based upon internally developed valuation techniques that use, where possible, current market-based or independently sourced market parameters, such as interest rates, currency exchange rates, etc. Assets or liabilities valued using such internally generated valuation techniques are classified according to the lowest level input or value driver that is significant to the valuation. Thus, an item may be classified in Level 3 even though there may be some significant inputs that are readily observable. The following describes the valuation methodologies used by the Company to measure assets and liabilities at fair value on a recurring basis, including an indication of the level in the fair value hierarchy in which each asset or liability is generally classified, if applicable. Cash, Short-Term and Other investments and Accounts Payable The carrying values for cash, short-term and other investments and accounts payable approximate their fair values. Long-Term Debt The carrying value of long-term debt approximates its estimated fair value as the debt bears interest based on variable market rates, as outlined in the debt agreement. Foreign Currency Contracts — The Company enters into foreign currency forward contracts and options over-the-counter and values such contracts, including premiums paid on options, at fair value using quoted market prices of comparable instruments or, if none are available, on pricing models or formulas using current market and model assumptions, including adjustments for credit risk. The key inputs include forward or option foreign currency exchange rates and interest rates. These items are classified in Level 2 of the fair value hierarchy. Embedded Derivatives — Embedded derivatives within certain hybrid lease agreements are bifurcated from the host contract and recognized at fair value based on pricing models or formulas using significant unobservable inputs, including adjustments for credit risk. The Company uses significant unobservable inputs to determine the fair value of embedded derivatives, which are classified in Level 3 of the fair val

Revenues

Revenues	12 Months Ended
	Dec. 31, 2020
Revenue From Contract With Customer [Abstract]
Revenues	Note 2. Revenues Adoption of ASC 606, Revenue from Contracts with Customers On January 1, 2018, the Company adopted ASC 606, which includes ASU 2014-09 and all related amendments, using the modified retrospective method applied to those contracts which were not completed as of January 1, 2018. The Company recorded an increase to opening retained earnings of $3.0 million as of January 1, 2018 due to the cumulative impact of adopting ASC 606. The results for all reporting periods are presented under ASC 606. Revenue from Contracts with Customers Revenues for customer experience management 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. RPA services revenues are primarily recognized over time using output methods such as per time and materials basis. Revenues from fulfillment services are recognized upon shipment to the customer and satisfaction of all obligations. Revenues from enterprise support services are recognized over time using output methods such as number of positions filled. Disaggregated Revenues The Company disaggregates its revenues from contracts with customers by service type and delivery location (see Note 25, Segments and Geographic Information), for each of its reportable segments, as the Company believes it best depicts how the nature, amount, timing and uncertainty of its revenues and cash flows are affected by economic factors. The following table represents revenues from contracts with customers disaggregated by service type and by the reportable segment for each category (in thousands): Years Ended December 31, 2020 2019 2018 Amount % Amount % Amount % Americas: Customer experience management solutions and services $ 1,379,792 80.6% $ 1,295,636 80.3% $ 1,329,614 81.8% Other revenues 1,216 0.1% 1,024 0.0% 1,024 0.1% Total Americas 1,381,008 80.7% 1,296,660 80.3% 1,330,638 81.9% EMEA: Customer experience management solutions and services 308,753 18.1% 281,302 17.4% 280,437 17.2% Other revenues 20,485 1.2% 36,711 2.3% 14,517 0.9% Total EMEA 329,238 19.3% 318,013 19.7% 294,954 18.1% Other: Other revenues 15 0.0% 89 0.0% 95 0.0% Total Other 15 0.0% 89 0.0% 95 0.0% $ 1,710,261 100.0% $ 1,614,762 100.0% $ 1,625,687 100.0% 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): December 31, 2020 2019 Trade accounts receivable, net, current (1) $ 398,112 $ 375,136 Trade accounts receivable, net, noncurrent (2) 30,021 26,496 $ 428,133 $ 401,632 (1) Included in “Receivables, net” in the accompanying Consolidated Balance Sheets. (2) Included in “Deferred charges and other assets” in the accompanying Consolidated Balance Sheets. The Company’s noncurrent trade accounts receivable result from contracts with customers that include renewal provisions, and contracts with customers under multi-year arrangements. For contracts that include renewal provisions, revenue is recognized up-front upon satisfaction of the associated performance obligations, but payments are received upon renewal. Renewals occur in bi-annual and annual increments over the associated expected contract term, the majority of which range from two to five years. The Company’s contracts with customers under multi-year arrangements generally have three-year terms and are invoiced annually at the beginning of each annual coverage period. The Company records a receivable related to revenue recognized under multi-year arrangements as the Company has an unconditional right to invoice and receive payment in the future related to these arrangements. Where the timing of revenue recognition differs from the timing of invoicing and payment, the Company has determined that its contracts do not include a significant financing component. A substantial amount of the consideration promised by the customer under the contracts that include renewal provisions is variable, and the amount and timing of that consideration varies based on the occurrence or nonoccurrence of future events that are not substantially within the Company’s control. With respect to multi-year year arrangements, there is minimal difference between the consideration received and the cash selling price, any offered discounts are driven by volume, and the contracts are of short duration resulting in insignificant interest. Thus, the primary purpose of the invoicing terms on the multi-year arrangements is to provide the customer with a simplified and predictable way of purchasing certain products, not to provide financing or to receive financing from the Company’s customer. Deferred Revenue and Customer Liabilities Deferred revenue and customer liabilities consisted of the following (in thousands): December 31, 2020 2019 Deferred revenue $ 2,916 $ 3,012 Customer arrangements with termination rights 15,771 15,024 Estimated refund liabilities 6,115 8,585 $ 24,802 $ 26,621 The Company expects to recognize the majority of its deferred revenue as of December 31, 2020 over the next 180 days. Revenues of $3.0 million were recognized during the year ended December 31, 2020 from amounts included in deferred revenue at December 31, 2019. Revenues of $3.7 million were recognized during the year ended December 31, 2019 from amounts included in deferred revenue at December 31, 2018. 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	12 Months Ended
	Dec. 31, 2020
Leases [Abstract]
Leases	Note 3. Leases Adoption of ASC 842, Leases On January 1, 2019, the Company adopted ASC 842, which includes ASU 2016-02 and all related amendments, using the modified retrospective method and recognized a cumulative-effect adjustment to the opening balance of retained earnings at the date of adoption. Results for reporting periods beginning after January 1, 2019 are presented under ASC 842, while prior period amounts were not adjusted and continue to be reported in accordance with the Company’s historic accounting for leases under ASC 840, Leases The adoption of ASC 842 on January 1, 2019 had a material impact on the Company’s Consolidated Balance Sheet. ASC 842 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 Consolidated Statements of Operations for the year ended December 31, 2019 was not material. The Company’s net cash provided by operating activities for the year ended December 31, 2019 did not change due to the adoption of ASC 842. Leases The Company leases facilities for its corporate headquarters, many of its customer experience management 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 Consolidated Balance Sheet s as of December 31, 2020 and 2019. The Company has no finance leases. Lease terms for the Company’s leases are generally three to 20 years with renewal options typically ranging from one month to five years and largely require the Company to pay a proportionate share of real estate taxes, insurance, common area maintenance, and other operating costs in addition to a base or fixed rent. The Company's operating leases have remaining lease terms of one month to 12 years as of December 31, 2020. The Company’s leases do not contain any material residual value guarantees or material restrictive covenants. The Company subleases certain of its facilities that have been abandoned before the expiration of the lease term. Operating lease costs on abandoned facilities are reduced by sublease income and included in “General and administrative” costs in the accompanying Consolidated Statements of Operations. The Company’s sublease arrangements do not contain renewal options or restrictive covenants. The Company’s subleases have varying remaining lease terms extending through 2025, and future contractual sublease payments are expected to be $9.3 million over the remaining lease terms. Lease expense for lease payments is recognized on a straight-line basis over the lease term. The components of lease expense were as follows (in thousands): Years Ended December 31, Statement of Operations Location 2020 2019 Operating lease cost General and administrative $ 60,131 $ 59,381 Operating lease cost Direct salaries and related costs 13 186 Short-term lease cost General and administrative 1,659 2,571 Short-term lease cost Direct salaries and related costs 382 32 Variable lease cost General and administrative 4,326 4,608 Sublease income General and administrative (3,498 ) (2,770 ) $ 63,013 $ 64,008 Additional supplemental information related to leases was as follows: December 31, 2020 2019 Weighted average remaining lease term of operating leases 4.3 years 5.1 years Weighted average discount rate of operating leases 3.4 % 3.7 % Maturities of operating lease liabilities as of December 31, 2020 were as follows (in thousands): Amount 2021 $ 60,980 2022 47,721 2023 32,007 2024 22,919 2025 14,592 2026 and thereafter 18,797 Total future lease payments 197,016 Less: Imputed interest 14,752 Present value of future lease payments 182,264 Less: Operating lease liabilities 55,928 Long-term operating lease liabilities $ 126,336 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 year ended December 31, 2020 and recorded impairments of ROU assets as a result. See Note 6, Fair Value, for further information. Disclosures related to periods prior to adoption of ASC 842 Rental expense under operating leases, primarily included in “General and administrative” in the accompanying Consolidated Statements of Operations, for the year ended December 31, 2018 was $68.0 million.

Acquisitions

Acquisitions	12 Months Ended
	Dec. 31, 2020
Business Combinations [Abstract]
Acquisitions	Note 4. Acquisitions Taylor Media Corp. Acquisition On December 31, 2020, the Company’s wholly-owned subsidiary, Clear Link Technologies, LLC, a Delaware limited liability company, closed a definitive Equity Purchase Agreement (the “TMC Purchase Agreement”) with Taylor Media Corp., a Florida corporation (“TMC”), and Kyle Taylor (“owner”) to acquire all of the outstanding shares of TMC, a personal finance media company and owner of The Penny Hoarder. The TMC Purchase Agreement contained customary representations and warranties, indemnification obligations and covenants. The aggregate purchase price was $104.8 million, subject to a post-closing working capital adjustment, of which the Company paid $87.2 million at the closing of the transaction on December 31, 2020 using $63.0 million of additional borrowings under the Company’s credit agreement as well as cash on hand. Of the remaining $17.6 million of the purchase price, $0.2 million will go to repay outstanding debt and $17.4 million of purchase price was deferred and is payable on December 31, 2027, the seventh anniversary of the closing. In the event TMC’s previous owner remains employed by the Company or one of its subsidiaries on December 31, 2022, the second anniversary of the closing, the deferred payment will be accelerated and due at that time. The Company accounted for the TMC acquisition in accordance with ASC 805, Business Combinations , The Company has reflected TMC’s assets and liabilities in its consolidated balance sheet as of December 31, 2020 and the results of TMC’s operations will be reflected in its consolidated financial statements in the Americas segment beginning on January 1, 2021. Symphony Acquisition On October 18, 2018, the Company, as guarantor, and its wholly-owned subsidiary, SEI International Services S.a.r.l, a Luxembourg company, entered into a definitive Share Purchase Agreement (the “Symphony Purchase Agreement”) with Pascal Baker, Ian Barkin, David Brain, David Poole, FIS Nominee Limited, Baronsmead Venture Trust plc and Baronsmead Second Venture Trust plc to acquire all of the outstanding shares of Symphony. The Symphony Purchase Agreement contained customary representations and warranties, indemnification obligations and covenants. The aggregate purchase price was GBP 52.5 million ($67.6 million), subject to a post-closing working capital adjustment, of which the Company paid GBP 44.6 million ($57.6 million) at the closing of the transaction on November 1, 2018 using cash on hand as well as $31.0 million of borrowings under the Company’s credit agreement. The acquisition date present value of the remaining GBP 7.9 million ($10.0 million) of purchase price was deferred and is payable in equal installments over three years, on or around November 1, 2019, 2020 and 2021. The Company paid the first two installments of the deferred purchase price, one installment of GBP 2.7 million ($3.3 million) in October 2019 and the second installment of GBP 2.7 million ($3.4 million) in October 2020. The Symphony Purchase Agreement also provides for a three-year, retention based earnout payable in restricted stock units (“RSUs”) with a value of GBP 3.0 million. See Note 24, Stock-Based Compensation, for further information. Subsequent to the finalization of the working capital adjustments during the quarter ended March 31, 2019, the purchase price was adjusted to GBP 52.4 million ($67.5 million). The Company accounted for the Symphony acquisition in accordance with ASC 805 and completed its tax analysis of the assets acquired and liabilities assumed during the fourth quarter of 2019, which resulted in the recording of deferred tax assets and liabilities in accordance with ASC 805. The final purchase price allocation resulted in $26.1 million of intangible assets, primarily customer relationships and trade names, $2.2 million of fixed assets and $38.8 million of goodwill. The Company has reflected Symphony’s results in its consolidated financial statements in the EMEA segment since November 1, 2018. WhistleOut Acquisition On July 9, 2018, the Company, as guarantor, and its wholly-owned subsidiaries, Sykes Australia Pty Ltd, an Australian company, and Clear Link Technologies, LLC, a Delaware limited liability company, entered into and closed a definitive Share Sale Agreement (the “WhistleOut Sale Agreement”) with WhistleOut Nominees Pty Ltd as trustee for the WhistleOut Holdings Unit Trust, CPC Investments USA Pty Ltd, JJZL Pty Ltd, Kenneth Wong as trustee for Wong Family Trust and C41 Pty Ltd as trustee for the Ottery Family Trust to acquire all of the outstanding shares of WhistleOut Pty Ltd and WhistleOut, Inc. (together, “WhistleOut”). The WhistleOut Sale Agreement contained customary representations and warranties, indemnification obligations and covenants. The aggregate purchase price of AUD 30.2 million ($22.4 million) was paid at the closing of the transaction on July 9, 2018. Subsequent to the finalization of the working capital adjustments during the quarter ended March 31, 2019, the purchase price was adjusted to AUD 30.3 million ($22.5 million). The purchase price was funded through $22.0 million of additional borrowings under the Company’s credit agreement. The WhistleOut Sale Agreement provided for a three-year The Company accounted for the WhistleOut acquisition in accordance with ASC 805 and The Company has reflected WhistleOut’s results in its consolidated financial statements in the Americas segment since July 9, 2018.

Costs Associated with Exit or D

Costs Associated with Exit or Disposal Activities	12 Months Ended
	Dec. 31, 2020
Restructuring And Related Activities [Abstract]
Costs Associated with Exit or Disposal Activities	Note 5. Costs Associated with Exit or Disposal Activities Americas 2019 Exit Plan 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 experience management centers, consolidating leased space in various locations in the U.S. and management reorganization. The Company finalized the actions as of September 30, 2019. Americas 2018 Exit Plan During the second quarter of 2018, the Company initiated a restructuring plan to manage and optimize capacity utilization, which included closing customer experience management 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 31, 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 December 31, 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 Consolidated Statements of Operations. (2) Included in “ Direct salaries and related costs” in the accompanying Consolidated Statements of Operations . The Company has paid a total of $12.8 million in cash through December 31, 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 following table summarizes the accrued liability and related charges for the years ended December 31, 2020, 2019 and 2018 (in thousands): Americas 2018 Exit Plan Americas 2019 Exit Plan Lease Obligations and Facility Exit Costs Severance and Related Costs Total Severance and Related Costs Total Balance at January 1, 2018 $ — $ — $ — $ — $ — Charges (reversals) included in "Direct salaries and related costs" — 3,429 3,429 — — Charges (reversals) included in "General and administrative" 7,077 1,035 8,112 — — Cash payments (5,643 ) (3,647 ) (9,290 ) — — Balance sheet reclassifications (1) 335 — 335 — — Balance at January 1, 2019 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 ) 2 (2 ) 2,155 2,155 Cash payments (346 ) (810 ) (1,156 ) (1,865 ) (1,865 ) Balance sheet reclassifications (2) (1,338 ) — (1,338 ) — — Balance at December 31, 2019 81 6 87 481 481 Charges (reversals) included in "General and administrative" — — — (2 ) (2 ) Cash payments (47 ) (6 ) (53 ) (479 ) (479 ) Balance at December 31, 2020 $ 34 $ — $ 34 $ — $ — (1) Consists of the reclassification of deferred rent balances to the restructuring liability for locations subject to closure. (2) 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 in the accompanying Consolidated Balance Sheets associated with its Americas 2018 and 2019 Exit Plans (in thousands): Americas 2018 Exit Plan Americas 2019 Exit Plan December 31, 2020 December 31, 2019 December 31, 2020 December 31, 2019 Lease obligations and facility exit costs: Included in "Other accrued expenses and current liabilities" $ 34 $ 54 $ — $ — Included in "Other long-term liabilities" — 27 — — 34 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 $ 34 $ 87 $ — $ 481

Fair Value

Fair Value	12 Months Ended
	Dec. 31, 2020
Fair Value Disclosures [Abstract]
Fair Value	Note 6. Fair Value 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 December 31, 2020 Level 1 Level 2 Level 3 Assets: Foreign currency contracts (1) $ 337 $ — $ 337 $ — Equity investments held in rabbi trust for the Deferred Compensation Plan (2) 11,263 11,263 — — Debt investments held in rabbi trust for the Deferred Compensation Plan (2) 5,517 5,517 — — $ 17,117 $ 16,780 $ 337 $ — Liabilities: Foreign currency contracts (1) $ 2,478 $ — $ 2,478 $ — $ 2,478 $ — $ 2,478 $ — 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 12, Financial Derivatives, for the classification in the accompanying Consolidated Balance Sheets. (2) Included in “Other current assets” in the accompanying Consolidated Balance Sheets. See Note 13, Investments Held in Rabbi Trust. Reconciliations of Fair Value Measurements Categorized within Level 3 of the Fair Value Hierarchy Embedded Derivatives in Lease Agreements A rollforward of the net asset (liability) activity in the Company’s fair value of the embedded derivatives was as follows (in thousands) (none in 2020): Years Ended December 31, 2019 2018 Balance at the beginning of the period $ (359 ) $ (527 ) Derecognition of embedded derivatives (1) 359 — (Losses) included in "Other income (expense), net" — (7 ) Settlements — 158 Effect of foreign currency — 17 Balance at the end of the period $ — $ (359 ) Change in unrealized gains (losses) included in "Other income (expense), net" related to embedded derivatives held at the end of the period $ — $ 15 (1) Derecognition upon adoption of ASC 842 on January 1, 2019. See Note 3, Leases, for more information. 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 Consolidated Statements of Operations related to nonrecurring fair value measurements of certain assets (no liabilities): Years Ended December 31, 2020 2019 2018 Americas: Property and equipment, net $ 6,716 $ 343 $ 9,401 Operating lease right-of-use assets 12,079 1,368 — 18,795 1,711 9,401 EMEA: Goodwill (1) 21,792 — — Property and equipment, net 346 — — Operating lease right-of-use assets 620 — — 22,758 — — $ 41,553 $ 1,711 $ 9,401 (1) See Note 7, 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 3,200 seats from brick and mortar to at home agents In connection with the closure of certain under-utilized customer experience management centers and the consolidation of leased space in the U.S. and Canada, the Company recorded impairment charges during the years ended December 2019 and 2018 related to the exit of leased facilities as well as leasehold improvements, equipment, furniture and fixtures which were not recoverable. See Note 5, Costs Associated with Exit or Disposal Activities, for further information.

Goodwill and Intangible Assets

Goodwill and Intangible Assets	12 Months Ended
	Dec. 31, 2020
Goodwill And Intangible Assets Disclosure [Abstract]
Goodwill and Intangible Assets	Note 7. Goodwill and Intangible Assets Intangible Assets The following table presents the Company’s purchased intangible assets as of December 31, 2020 (in thousands): Gross Intangibles Accumulated Amortization Net Intangibles Weighted Average Amortization Period (years) Intangible assets subject to amortization: Customer relationships $ 195,116 $ (133,689 ) $ 61,427 10 Trade names and trademarks 7,918 (3,225 ) 4,693 8 Non-compete agreements 1,100 (712 ) 388 3 Content library 4,851 (551 ) 4,300 5 Proprietary software 870 (835 ) 35 5 209,855 (139,012 ) 70,843 9 Intangible assets not subject to amortization: Domain names 163,132 — 163,132 N/A $ 372,987 $ (139,012 ) $ 233,975 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 December 31, 2020, is as follows (in thousands): Amount 2021 11,760 2022 10,423 2023 8,300 2024 8,065 2025 7,951 2026 and thereafter 24,344 Goodwill Changes in goodwill for the year ended December 31, 2020 consisted of the following (in thousands): January Acquisition- Related (1) Impairment (2) Effect of Foreign Currency December 31, 2020 Americas $ 259,953 $ 8,851 $ — $ 668 $ 269,472 EMEA 51,294 — (21,792 ) 435 29,937 $ 311,247 $ 8,851 $ (21,792 ) $ 1,103 $ 299,409 Changes in goodwill for the year ended December 31, 2019 consisted of the following (in thousands): January Acquisition- Related (1) 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 (1) See Note 4, Acquisitions, for further information. The year ended December 31, 2020 includes the goodwill recorded related to the TMC acquisition. The year ended December 31, 2019 includes 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. (2) See Note 7, Goodwill and Intangible Assets, for further information. The year ended December 31, 2020 includes the impairment of a portion of the Symphony reporting unit’s goodwill. 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, the carrying value of assets is calculated at the reporting unit level. The quantitative assessment of goodwill includes comparing a reporting unit’s calculated fair value to its carrying value. The calculation of fair value requires significant judgments including estimation of future cash flows, which is dependent on internal forecasts, estimation of the projected long-term growth rate and determination of the Company’s weighted average cost of capital. Changes in these estimates and assumptions could materially affect the determination of fair value and/or conclusions on goodwill impairment for each reporting unit. The process of evaluating the fair value of the reporting units is highly subjective and requires significant judgment and estimates as the reporting units operate in a number of markets and geographical regions. The Company considered the income and market approaches to determine its best estimates of fair value, which incorporated the following significant assumptions: • Revenue projections, including revenue growth during the forecast periods; • EBITDA margin projections over the forecast periods; • Estimated income tax rates; • Estimated capital expenditures; and • Discount rates based on various inputs, including the risks associated with the specific reporting units as well as their revenue growth and EBITDA margin assumptions. As of July 31, 2020, the Company had eight reporting units, seven of which had goodwill. The Company concluded that goodwill was not impaired for six of its seven 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. The Clearlink, Latin America and Qelp reporting units’ fair value exceeded their respective carrying values, although the fair value cushion was not substantial 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 December 31, 2020, the Company believes there was no impairment related to Symphony’s remaining $19.3 million of goodwill. As of December 31, 2020, the Company believes there were no indicators of impairment related to Clearlink’s $83.2 million of goodwill (which includes goodwill from the TMC acquisition), Latin America’s $18.3 million of goodwill and Qelp’s $10.6 million of goodwill. It is possible that future changes in circumstances, including a more prolonged and/or severe pandemic, economic downturn, or future changes in 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.

Concentrations of Credit Risk

Concentrations of Credit Risk	12 Months Ended
	Dec. 31, 2020
Risks And Uncertainties [Abstract]
Concentrations of Credit Risk	Note 8. Concentrations of Credit Risk Financial instruments that potentially subject the Company to concentrations of credit risk consist principally of trade receivables. The Company’s credit concentrations are limited due to the wide variety of customers and markets in which the Company’s services are sold. See Note 12, Financial Derivatives, for a discussion of the Company’s credit risk relating to financial derivative instruments, and Note 25, Segments and Geographic Information, for a discussion of the Company’s customer concentration.

Receivables, Net

Receivables, Net	12 Months Ended
	Dec. 31, 2020
Receivables [Abstract]
Receivables, Net	Note 9. Receivables, Net Receivables, net consisted of the following (in thousands): December 31, 2020 2019 Trade accounts receivable, current $ 402,904 $ 378,616 Income taxes receivable 2,583 1,571 Other 15,051 13,440 Receivables, gross 420,538 393,627 Less: Allowance for doubtful accounts 4,792 3,480 Receivables, net $ 415,746 $ 390,147 Allowance for doubtful accounts as a percent of trade accounts receivable, current 1.2 % 0.9 % A rollforward of the Company’s short-term allowance for doubtful accounts is outlined below (in thousands): Years Ended December 31, 2020 2019 2018 Balance at the beginning of the period $ 3,480 $ 3,096 $ 2,958 Charged (credited) to costs and expenses 1,685 598 323 Additions (deductions) (1) (373 ) (214 ) (185 ) Balance at the end of the period $ 4,792 $ 3,480 $ 3,096 (1) Net write-offs and recoveries, including the effect of foreign currency translation.

Prepaid Expenses

Prepaid Expenses	12 Months Ended
	Dec. 31, 2020
Text Block [Abstract]
Prepaid Expenses	Note 10. Prepaid Expenses Prepaid expenses consisted of the following (in thousands): December 31, 2020 2019 Prepaid maintenance $ 6,012 $ 6,218 Prepaid insurance 5,623 5,321 Prepaid software 4,520 4,236 Prepaid other 5,193 5,093 $ 21,348 $ 20,868

Other Current Assets

Other Current Assets	12 Months Ended
	Dec. 31, 2020
Deferred Costs Capitalized Prepaid And Other Assets Disclosure [Abstract]
Other Current Assets	Note 11. Other Current Assets Other current assets consisted of the following (in thousands): December 31, 2020 2019 Investments held in rabbi trust (Note 13) $ 16,780 $ 13,927 Financial derivatives (Note 12) 337 3,373 Other current assets 2,601 3,225 $ 19,718 $ 20,525

Financial Derivatives

Financial Derivatives	12 Months Ended
	Dec. 31, 2020
Derivative Instruments And Hedging Activities Disclosure [Abstract]
Financial Derivatives	Note 12. 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, consisting of Philippine Peso and Costa Rican Colon contracts. These 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 AOCI in the accompanying Consolidated Balance Sheets were as follows (in thousands): December 31, 2020 2019 Deferred gains (losses) in AOCI $ (2,188 ) $ 2,221 Tax on deferred gains (losses) in AOCI (3 ) 69 Deferred gains (losses) in AOCI, net of taxes $ (2,191 ) $ 2,290 Deferred gains (losses) expected to be reclassified to "Revenues" from AOCI during the next twelve months $ (2,188 ) 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 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. See Note 1, Overview and Summary of Significant Accounting Policies, for additional information on the Company’s purpose for entering into derivatives not designated as hedging instruments and its overall risk management strategies . Embedded Derivatives – The Company enters into c ertain lease agreements which require payments not denominated in the functional currency of any substantial party to the agreements. Prior to the adoption of ASC 842 on January 1, 2019, the foreign currency component of these contracts met the criteria under ASC 815 as embedded derivatives. The Company determined that the embedded derivatives were not clearly and closely related to the economic characteristics and risks of the host contracts (lease agreements), and separate, stand-alone instruments with the same terms as the embedded derivative instruments would otherwise qualify as derivative instruments, thereby requiring separation from the lease agreements and recognition at fair value. Such instruments do not qualify for hedge accounting under ASC 815. The Company’s embedded derivatives were derecognized on January 1, 2019. The Company had the following outstanding foreign currency forward contracts and options (in thousands): December 31, 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 $ 12,000 June 2021 $ 74,000 December 2020 Forwards: US Dollars/Costa Rican Colones 36,000 December 2021 42,000 December 2020 Non-designated hedges: Forwards 12,439 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 $0.3 million and $3.6 million as of December 31, 2020 and 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 $0.3 million and $3.4 million, and liability positions of $2.4 million and $0 million as of December 31, 2020 and 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 Consolidated Balance Sheets. Additionally, the Company is not required to pledge, nor is it entitled to receive, cash collateral related to these derivative transactions. The following tables present the fair value of the Company’s derivative instruments included in the accompanying Consolidated Balance Sheets (in thousands): Derivative Assets Balance Sheet Location December 31, 2020 December 31, 2019 Derivatives designated as cash flow hedging instruments: Foreign currency contracts Other current assets $ 154 $ 3,051 Derivatives not designated as hedging instruments: Foreign currency contracts Other current assets 183 322 Foreign currency contracts Deferred charges and other assets — 234 Total derivative assets $ 337 $ 3,607 Derivative Liabilities Balance Sheet Location December 31, 2020 December 31, 2019 Derivatives designated as cash flow hedging instruments: Foreign currency contracts Other accrued expenses and current liabilities $ 2,253 $ 138 Derivatives not designated as hedging instruments: Foreign currency contracts Other accrued expenses and current liabilities 225 113 Total derivative liabilities $ 2,478 $ 251 The following table presents the effect of the Company’s derivative instruments included in the accompanying Consolidated Financial Statements (in thousands): Location of Gains Years Ended December 31, (Losses) in Net Income 2020 2019 2018 Revenues $ 1,710,261 $ 1,614,762 $ 1,625,687 Derivatives designated as cash flow hedging instruments: Gains (losses) recognized in AOCI: Foreign currency contracts $ (839 ) $ 6,978 $ (4,259 ) Gains (losses) reclassified from AOCI: Foreign currency contracts Revenues 3,596 2,808 (54 ) Derivatives not designated as hedging instruments: Gains (losses) recognized from foreign currency contracts Other income (expense), net $ (673 ) $ (674 ) $ (1,744 ) Gains (losses) recognized from embedded derivatives Other income (expense), net — — (7 ) $ (673 ) $ (674 ) $ (1,751 )

Investments Held in Rabbi Trust

Investments Held in Rabbi Trust	12 Months Ended
	Dec. 31, 2020
Investments Debt And Equity Securities [Abstract]
Investments Held in Rabbi Trust	Note 13. Investments Held in Rabbi Trust The Company’s investments held in rabbi trust, classified as trading securities and included in “Other current assets” in the accompanying Consolidated Balance Sheets, at fair value, consisted of the following (in thousands): December 31, 2020 December 31, 2019 Cost Fair Value Cost Fair Value Mutual funds $ 10,332 $ 16,780 $ 9,777 $ 13,927 The mutual funds held in the rabbi trust were 67% equity-based and 33% debt-based as of December 31, 2020. Net investment gains (losses), included in “Other income (expense), net” in the accompanying Consolidated Statements of Operations consisted of the following (in thousands): Years Ended December 31, 2020 2019 2018 Net realized gains (losses) from sale of trading securities $ 242 $ 143 $ 10 Dividend and interest income 422 419 635 Net unrealized holding gains (losses) 1,645 1,817 (1,512 ) $ 2,309 $ 2,379 $ (867 )

Property and Equipment, Net

Property and Equipment, Net	12 Months Ended
	Dec. 31, 2020
Property Plant And Equipment [Abstract]
Property and Equipment, Net	Note 14. Property and Equipment, Net Property and equipment, net consisted of the following (in thousands): December 31, 2020 2019 Land $ 1,382 $ 1,949 Buildings and leasehold improvements 127,355 138,755 Equipment, furniture and fixtures 319,566 307,559 Capitalized internally developed software costs 43,816 38,466 Transportation equipment 649 613 Construction in progress 4,998 5,037 497,766 492,379 Less: Accumulated depreciation 376,682 366,389 $ 121,084 $ 125,990 Capitalized internally developed software, net of depreciation, included in “Property and equipment, net” in the accompanying Consolidated Balance Sheets was as follows (in thousands): December 31, 2020 2019 Capitalized internally developed software costs, net $ 16,043 $ 14,353 Sale of Fixed Assets, Land and Building Located in Grundy, Virginia In December 2020, the Company sold the fixed assets, land and building located in Grundy, Virginia, with a net carrying value of $0.6 million, for cash of $1.2 million (net of selling costs of $0.1 million). This resulted in a net gain on disposal of property and equipment of $0.6 million, which is included in “General and administrative” costs in the accompanying Consolidated Statement of Operations for the year ended December 31, 2020. Sale of Fixed Assets, Land and Building Located in Milton-Freewater, Oregon In June 2020, the Company sold the fixed assets, land and building located in Milton-Freewater, Oregon, with a net carrying value of $0.2 million, for cash of $0.6 million (net of selling costs of less than $0.1 million). This resulted in a net gain on disposal of property and equipment of $0.4 million, which is included in “General and administrative” costs in the accompanying Consolidated Statement of Operations for the year ended December 31, 2020. Tornado Damage to Fixed Assets Located in Fort Smith, Arkansas In May 2019, the building that houses the Company’s customer experience management center located in Fort Smith, Arkansas experienced significant damage as a result of a tornado, primarily impacting its leasehold improvements and other fixed assets, and causing an interruption in its business operations. The Company filed an insurance claim with its property insurance company and received proceeds of $2.9 million. The Company recognized a $1.1 million gain on settlement of the insurance claim in November 2019 Sale of Land Located in Milton-Freewater, Oregon In August 2019, the Company sold vacant land located in Milton-Freewater, Oregon, with a net carrying value of $0.3 million, for cash of $0.3 million (net of selling costs of less than $0.1 million). This resulted in a net gain on disposal of property and equipment of less than $0.1 million, which is included in “General and administrative” costs in the accompanying Consolidated Statement of Operations for the year ended December 31, 2019. Sale of Fixed Assets, Land and Building Located in Wise, Virginia In October 2018, the Company sold the fixed assets, land and building located in Wise, Virginia, with a net carrying value of $0.7 million, for cash of $0.8 million (net of selling costs of less than $0.1 million). This resulted in a net gain on disposal of property and equipment of less than $0.1 million, which is included in “General and administrative” costs in the accompanying Consolidated Statement of Operations for the year ended December 31, 2018. Sale of Fixed Assets, Land and Building Located in Ponca City, Oklahoma In September 2018, the Company sold the fixed assets, land and building located in Ponca City, Oklahoma, with a net carrying value of $0.5 million, for cash of $0.2 million (net of selling costs of less than $0.1 million). This resulted in a net loss on disposal of property and equipment of $0.3 million, which is included in “General and administrative” costs in the accompanying Consolidated Statement of Operations for the year ended December 31, 2018.

Deferred Charges and Other Asse

Deferred Charges and Other Assets	12 Months Ended
	Dec. 31, 2020
Deferred Costs Capitalized Prepaid And Other Assets Disclosure [Abstract]
Deferred Charges and Other Assets	Note 15. Deferred Charges and Other Assets Deferred charges and other assets consisted of the following (in thousands): December 31, 2020 2019 Trade accounts receivable, net, noncurrent (Note 2) $ 30,021 $ 26,496 Equity method investments (Note 1) 9,512 9,254 Net deferred tax assets, noncurrent (Note 20) 9,395 6,774 Rent and other deposits 6,210 6,106 Value added tax receivables, net, noncurrent 590 592 Other 6,854 6,723 $ 62,582 $ 55,945

Accrued Employee Compensation a

Accrued Employee Compensation and Benefits	12 Months Ended
	Dec. 31, 2020
Text Block [Abstract]
Accrued Employee Compensation and Benefits	Note 16. Accrued Employee Compensation and Benefits Accrued employee compensation and benefits consisted of the following (in thousands): December 31, 2020 2019 Accrued compensation $ 44,988 $ 38,671 Accrued employment taxes (1) 37,735 16,468 Accrued bonus and commissions 33,370 27,039 Accrued vacation 24,721 20,647 Other 6,398 6,766 $ 147,212 $ 109,591 (1) Amount includes $17.6 million of payroll taxes deferred as of December 31, 2020, under the Coronavirus Aid, Relief and Economic Security Act, which the Company intends to pay within the next twelve months.

Other Accrued Expenses and Curr

Other Accrued Expenses and Current Liabilities	12 Months Ended
	Dec. 31, 2020
Payables And Accruals [Abstract]
Other Accrued Expenses and Current Liabilities	Note 17. Other Accrued Expenses and Current Liabilities Other accrued expenses and current liabilities consisted of the following (in thousands): December 31, 2020 2019 Deferred Symphony acquisition purchase price (Note 4) $ 3,624 $ 3,517 Accrued legal and professional fees 3,594 3,860 Accrued customer-acquisition advertising costs (Note 1) 3,447 3,745 Accrued purchases 3,207 4,328 Financial derivatives (Note 12) 2,478 251 Accrued software costs 2,341 1,200 Accrued telephone charges 1,667 1,605 Accrued roadside assistance claim costs 1,632 1,709 Other 10,004 9,115 $ 31,994 $ 29,330

Borrowings

Borrowings	12 Months Ended
	Dec. 31, 2020
Debt Disclosure [Abstract]
Borrowings	Note 18. Borrowings On February 14, 2019, the Company entered into a $500 million senior revolving credit facility (the “2019 Credit Agreement”) with a group of lenders, KeyBank National Association, as Administrative Agent, Swing Line Lender and Issuing Lender (“KeyBank”), the lenders named therein, and KeyBanc Capital Markets Inc. as Lead Arranger and Sole Book Runner. The 2019 Credit Agreement replaced the Company’s previous $440 million revolving credit facility dated May 12, 2015 (the “2015 Credit Agreement”), which agreement was terminated simultaneous with entering into the 2019 Credit Agreement. The 2019 Credit Agreement is subject to certain borrowing limitations and includes certain customary financial and restrictive covenants. The 2019 Credit Agreement includes a $200 million alternate-currency sub-facility, a $15 million swingline sub-facility and a $15 million letter of credit sub-facility, and may be used for general corporate purposes including acquisitions, share repurchases, working capital support and letters of credit, subject to certain limitations. The Company is not currently aware of any inability of its lenders to provide access to the full commitment of funds that exist under the revolving credit facility, if necessary. However, there can be no assurance that such facility will be available to the Company, even though it is a binding commitment of the financial institutions. The 2019 Credit Agreement matures on February 14, 2024, and had outstanding borrowings of $63.0 million and $73.0 million at December 31, 2020 and 2019, respectively, included in “Long-term debt” in the accompanying Consolidated Balance Sheets. Borrowings under the 2019 Credit Agreement bear interest at the rates set forth in the 2019 Credit Agreement. In addition, the Company is required to pay certain customary fees, including a commitment fee determined quarterly based on the Company’s leverage ratio and due quarterly in arrears as calculated on the average unused amount of the 2019 Credit Agreement. The 2019 Credit Agreement is guaranteed by all the Company’s existing and future direct and indirect material U.S. subsidiaries and secured by a pledge of 100% of the non-voting and 65% of the voting capital stock of all the direct foreign subsidiaries of the Company and those of the guarantors. In February 2019, the Company paid debt issuance costs of $1.1 million for the 2019 Credit Agreement, which has been deferred and will be amortized over the term of the loan, along with the remaining debt issuance costs of $0.3 million related to the 2015 Credit Agreement. The following table presents information related to our credit agreements (dollars in thousands): Years Ended December 31, 2020 2019 2018 Average daily utilization $ 45,779 $ 87,800 $ 106,189 Interest expense (1) $ 1,399 $ 3,465 $ 3,817 Weighted average interest rate (1) 3.1 % 3.9 % 3.6 % (1) Excludes the amortization of deferred loan fees and includes the commitment fee.

Accumulated Other Comprehensive

Accumulated Other Comprehensive Income (Loss)	12 Months Ended
	Dec. 31, 2020
Equity [Abstract]
Accumulated Other Comprehensive Income (Loss)	Note 19. Accumulated Other Comprehensive Income (Loss) The components of accumulated other comprehensive income (loss) consisted of the following (in thousands): Foreign Currency Translation Adjustments Unrealized Gain (Loss) on Net Investment Hedge Unrealized Gain (Loss) on Cash Flow Hedging Instruments Unrealized Actuarial Gain (Loss) Related to Pension Liability Unrealized Gain (Loss) on Postretirement Obligation Total Balance at January 1, 2018 $ (36,315 ) $ 1,046 $ 2,471 $ 1,574 $ 120 $ (31,104 ) Pre-tax amount (22,158 ) — (4,287 ) 783 — (25,662 ) Tax (provision) benefit — — 84 47 — 131 Reclassification of (gain) loss to net income — — 6 (66 ) (80 ) (140 ) Foreign currency translation 220 — (138 ) (82 ) — — Balance at December 31, 2018 (58,253 ) 1,046 (1,864 ) 2,256 40 (56,775 ) Pre-tax amount 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 12,461 — (839 ) (1,914 ) — 9,708 Tax (provision) benefit — — (253 ) 182 — (71 ) Reclassification of (gain) loss to net income — — (3,418 ) (129 ) (88 ) (3,635 ) Foreign currency translation (162 ) — 29 133 — — Balance at December 31, 2020 $ (40,450 ) $ 1,046 $ (2,191 ) $ 596 $ — $ (40,999 ) The following table summarizes the amounts reclassified to net income from accumulated other comprehensive income (loss) and the associated line item in the accompanying Consolidated Statements of Operations (in thousands): Years Ended December 31, Statements Operations 2020 2019 2018 Location Gain (loss) on cash flow hedging instruments: (1) Pre-tax amount $ 3,596 $ 2,808 $ (54 ) Revenues Tax (provision) benefit (178 ) (89 ) 48 Income taxes Reclassification to net income 3,418 2,719 (6 ) Actuarial gain (loss) related to pension liability: (2) Pre-tax amount 95 86 58 Other income (expense), net Tax (provision) benefit 34 14 8 Income taxes Reclassification to net income 129 100 66 Gain (loss) on postretirement obligation: (2)(3) Reclassification to net income 88 (48 ) 80 Other income (expense), net $ 3,635 $ 2,771 $ 140 (1) See Note 12, Financial Derivatives, for further information. (2) See Note 23, Defined Benefit Pension Plan and Postretirement Benefits, for further information. (3) No related tax (provision) benefit. The Company has accrued income taxes on earnings for which it plans to repatriate to the U.S. Any remaining earnings as well as other outside basis differences associated with the Company’s investments in its foreign subsidiaries are considered to be indefinitely reinvested and no additional provision for income taxes has been provided. See Note 20, Income Taxes, for further information.

Income Taxes

Income Taxes	12 Months Ended
	Dec. 31, 2020
Income Tax Disclosure [Abstract]
Income Taxes	Note 20. Income Taxes The Company’s income before income taxes consisted of the following (in thousands): Years Ended December 31, 2020 2019 2018 Domestic (U.S., state and local) $ 43,472 $ 38,672 $ 6,971 Foreign 37,095 47,251 49,946 $ 80,567 $ 85,923 $ 56,917 Significant components of the income tax provision were as follows (in thousands): Years Ended December 31, 2020 2019 2018 Current: U.S. federal $ 11,141 $ 8,190 $ (492 ) State and local 2,124 1,506 54 Foreign 16,519 11,864 9,938 Total current provision for income taxes 29,784 21,560 9,500 Deferred: U.S. federal $ (2,609 ) $ (1,238 ) $ (498 ) State and local (572 ) 14 (85 ) Foreign (2,468 ) 1,506 (926 ) Total deferred provision (benefit) for income taxes (5,649 ) 282 (1,509 ) $ 24,135 $ 21,842 $ 7,991 The temporary differences that gave rise to significant portions of the deferred income tax provision (benefit) were as follows (in thousands): Years Ended December 31, 2020 2019 2018 Net operating loss and tax credit carryforwards $ (248 ) $ 21,846 $ (613 ) Accrued expenses/liabilities (5,610 ) 2,166 (2,512 ) Depreciation and amortization 132 (5,864 ) 101 Valuation allowance (491 ) (19,006 ) 1,558 Deferred statutory income 668 846 6 Other (100 ) 294 (49 ) $ (5,649 ) $ 282 $ (1,509 ) The reconciliation of the income tax provision computed at the U.S. federal statutory tax rate to the Company’s effective income tax provision was as follows (in thousands): Years Ended December 31, 2020 2019 2018 Tax at U.S. federal statutory tax rate $ 16,919 $ 18,044 $ 11,953 State income taxes, net of federal tax benefit 1,552 1,520 (31 ) Foreign rate differential (6,636 ) (5,119 ) (4,620 ) Tax holidays (3,837 ) (3,080 ) (4,050 ) Permanent differences 15,261 13,257 12,150 Tax credits (8,818 ) (8,218 ) (8,979 ) Foreign withholding and other taxes 2,734 2,834 (840 ) Valuation allowance 906 781 1,549 Uncertain tax positions 1,233 402 771 Change in assertion related to foreign earnings distribution — 952 — Goodwill impairment 4,316 — — 2017 Tax Reform Act — — (217 ) Other 505 469 305 Total provision for income taxes $ 24,135 $ 21,842 $ 7,991 Withholding taxes on offshore cash movements assessed by certain foreign governments of $2.1 million, $3.0 million and $2.0 million were included in the provision for income taxes in the accompanying Consolidated Statements of Operations for the years ended December 31, 2020, 2019 and 2018, respectively. The Company provides U.S. income taxes on the earnings of foreign subsidiaries unless they are exempted from taxation. During the fourth quarter of 2019, we partially reversed our permanent reinvestment assertion in connection with plans to distribute cash from certain of our foreign subsidiaries in 2020 or subsequent years. In connection with this change in assertion, the Company recorded $1.0 million of withholding tax. No additional income taxes have been provided for any remaining reinvested earnings or outside basis differences inherent in these entities 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-jurisdictional tax environment in which the Company operates. The Company has been granted tax holidays in the Philippines, Colombia, Costa Rica and El Salvador, some of which have various expiration dates ranging from 2021 through 2030. In some cases, the tax holidays expire without possibility of renewal. In other cases, the Company expects to renew these tax holidays, but there are no assurances from the respective foreign governments that they will either renew them on the same or similar terms or that the law and regulations relating to the holiday will remain the same. This could potentially result in future adverse tax consequences in the local jurisdiction, the impact of which is not practicable to estimate due to the inherent complexity of estimating critical variables such as long-term future profitability, tax regulations and rates in the multi-jurisdictional tax environment in which the Company operates. The Company’s tax holidays decreased the provision for income taxes by $3.8 million ($0.09 per diluted share), $3.1 million ($0.07 per diluted share) and $4.1 million ($0.10 per diluted share) for the years ended December 31, 2020, 2019 and 2018, respectively. Deferred income taxes reflect the net tax effects of temporary differences between the carrying amount of assets and liabilities for financial reporting purposes and the amounts used for income taxes. The temporary differences that gave rise to significant portions of the deferred tax assets and liabilities are presented below (in thousands): December 31, 2020 2019 Deferred tax assets: Net operating loss and tax credit carryforwards $ 13,689 $ 13,310 Valuation allowance (12,178 ) (12,666 ) Accrued expenses 14,049 9,798 Deferred revenue and customer liabilities 2,745 3,346 Depreciation and amortization 3,980 3,224 Other 315 129 22,600 17,141 Deferred tax liabilities: Depreciation and amortization (15,698 ) (14,919 ) Deferred statutory income (1,000 ) (862 ) Accrued liabilities (3,150 ) (4,384 ) Other (243 ) (189 ) (20,091 ) (20,354 ) Net deferred tax assets (liabilities) $ 2,509 $ (3,213 ) Classified as follows: Deferred charges and other assets (Note 15) $ 9,395 $ 6,774 Other long-term liabilities (6,886 ) (9,987 ) Net deferred tax assets (liabilities) $ 2,509 $ (3,213 ) There are approximately $80.1 million of income tax loss carryforwards as of December 31, 2020, with varying expiration dates, approximately $49.0 million relating to foreign operations and $31.1 million relating to U.S. state operations. With respect to foreign operations, $28.4 million of the net operating loss carryforwards have an indefinite expiration date and the remaining $20.6 million net operating loss carryforwards have varying expiration dates through December 2041 The Company’s valuation allowance for net deferred tax assets were as follows (in thousands): Years Ended December 31, 2020 2019 2018 Balance at the beginning of the period $ 12,666 $ 32,299 $ 32,443 Charged (credited) to costs and expenses (488 ) (19,633 ) (144 ) Balance at the end of the period $ 12,178 $ 12,666 $ 32,299 During the year ended December 31, 2019, the Company completed a reorganization of certain of its foreign subsidiaries that resulted in the derecognition of the related deferred tax assets for net operating losses which were subject to a valuation allowance. As a result, the Company reduced both its net operating loss deferred tax assets and valuation allowance by approximately $19.7 million. The Company accrued $3.2 million and $2.7 million as of December 31, 2020 and 2019, excluding penalties and interest, for the liability for unrecognized tax benefits, which was included in “Long-term income tax liabilities” in the accompanying Consolidated Balance Sheets. Had the Company recognized these tax benefits, approximately $3.2 million and $2.7 million, along with the related interest and penalties, would have favorably impacted the effective tax rate in both 2020 and 2019. The Company does not anticipate that any of the unrecognized tax benefits will be recognized in the next twelve months. The Company recognizes interest and penalties related to unrecognized tax benefits in the provision for income taxes. The Company had $1.8 million and $1.1 million accrued for interest and penalties as of December 31, 2020 and 2019, respectively. Of the accrued interest and penalties at December 31, 2020 and 2019, $0.9 million and $0.6 million, respectively, relate to statutory penalties. The amount of interest and penalties, net, included in the provision for income taxes in the accompanying Consolidated Statements of Operations for the years ended December 31, 2020, 2019 and 2018 was $0.7 million, $0.4 million and $ 0.7 The tabular reconciliation of the amounts of unrecognized net tax benefits is presented below (in thousands): Years Ended December 31, 2020 2019 2018 Balance at the beginning of the period $ 2,711 $ 2,720 $ 1,342 Current period tax position increases 496 — 2,950 Decreases from settlements with tax authorities — — (191 ) Decreases due to lapse in applicable statute of limitations — — (1,310 ) Foreign currency translation increases (decreases) (12 ) (9 ) (71 ) Balance at the end of the period $ 3,195 $ 2,711 $ 2,720 The Company files federal, state and local income tax returns globally. The Company’s major tax jurisdictions are the U.S., Canada, Australia and the Philippines. As of December 31, 2020, the open tax years for the Company’s major tax jurisdictions are 2016 through 2020. The Company is currently under audit in several tax jurisdictions. The Company regularly assesses the likelihood of outcomes resulting from these examinations to determine the adequacy of its provision for income taxes. The Company believes such estimates to be reasonable; however, it cannot provide assurance that the final determination of any of these examinations will not have an adverse effect on its financial condition, results of operations or cash flows.

Earnings Per Share

Earnings Per Share	12 Months Ended
	Dec. 31, 2020
Earnings Per Share [Abstract]
Earnings Per Share	Note 21. 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 number of shares used in the earnings per share computation were as follows (in thousands): Years Ended December 31, 2020 2019 2018 Basic: Weighted average common shares outstanding 40,255 41,649 42,090 Diluted: Dilutive effect of stock appreciation rights, restricted stock, restricted stock units and shares held in rabbi trust 225 153 156 Total weighted average diluted shares outstanding 40,480 41,802 42,246 Anti-dilutive shares excluded from the diluted earnings per share calculation 12 69 44 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 (none in 2018) (in thousands, except per share amounts): Total Number of Total Cost of Shares Range of Prices Paid Per Share Shares For the Year Ended Repurchased Low High Repurchased December 31, 2020 1,860 $ 23.33 $ 33.21 $ 52,176 December 31, 2019 1,140 24.72 28.00 30,281

Commitments and Loss Contingenc

Commitments and Loss Contingencies	12 Months Ended
	Dec. 31, 2020
Commitments And Contingencies Disclosure [Abstract]
Commitments and Loss Contingencies	Note 22. Commitments and Loss Contingencies Purchase Commitments The Company enters into agreements with third-party vendors in the ordinary course of business whereby the Company commits to purchase goods and services used in its normal operations. These agreements generally are not cancelable, range from one to five-year The following is a schedule of future minimum purchases remaining under the agreements as of December 31, 2020 (in thousands): Amount 2021 $ 27,338 2022 8,350 2023 1,089 2024 — 2025 — 2026 and thereafter — $ 36,777 Indemnities, Commitments and Guarantees From time to time, during the normal course of business, the Company may make certain indemnities, commitments and guarantees under which it may be required to make payments in relation to certain transactions. These include but are not limited to: (i) indemnities to clients, vendors and service providers pertaining to claims based on negligence or willful misconduct of the Company and (ii) indemnities involving breach of contract, the accuracy of representations and warranties of the Company, or other liabilities assumed by the Company in certain contracts. In addition, the Company has agreements whereby it will indemnify certain officers and directors for certain events or occurrences while the officer or director is, or was, serving at the Company’s request in such capacity. The indemnification period covers all pertinent events and occurrences during the officer’s or director’s lifetime. The maximum potential amount of future payments the Company could be required to make under these indemnification agreements is unlimited; however, the Company has director and officer insurance coverage that limits its exposure and enables it to recover a portion of any future amounts paid. The Company believes the applicable insurance coverage is generally adequate to cover any estimated potential liability under these indemnification agreements. The majority of these indemnities, commitments and guarantees do not provide for any limitation of the maximum potential for future payments the Company could be obligated to make. The Company has not recorded any liability for these indemnities, commitments and guarantees in the accompanying Consolidated Balance Sheets. In addition, the Company has some client contracts that do not contain contractual provisions for the limitation of liability, and other client contracts that contain agreed upon exceptions to limitation of liability. The Company has not recorded any liability in the accompanying Consolidated Balance Sheets with respect to any client contracts under which the Company has or may have unlimited liability. Loss Contingencies The Company received a state audit assessment and is currently rebutting the position. The Company has determined that the likelihood of a liability is reasonably possible and developed a range of possible loss up to $1.8 million, net of federal benefit. The Company, from time to time, is involved in legal actions arising in the ordinary course of business. On August 24, 2017, a collective action lawsuit was filed against the Company in the United States District Court for the District of Colorado (the “Court”), Slaughter v. Sykes Enterprises, Inc., Case No. 17 Civ. 2038. The lawsuit claimed that the Company failed to pay certain employees overtime compensation for the hours they worked over forty in a workweek, as required by the Fair Labor Standards Act. On October 17, 2018, the parties entered into a verbal agreement to fully resolve all claims and the fees for the plaintiffs’ attorneys for a total payment of $1.2 million. The settlement agreement was approved by the Court and a charge of $1.2 million was included in “General and administrative” in the accompanying Consolidated Statement of Operations for the year ended December 31, 2018. The settlement was paid in full on December 31, 2018. 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	12 Months Ended
	Dec. 31, 2020
Compensation And Retirement Disclosure [Abstract]
Defined Benefit Pension Plan and Postretirement Benefits	Note 23. Defined Benefit Pension Plan and Postretirement Benefits Defined Benefit Pension Plans The Company sponsors non-contributory defined benefit pension plans (the “Pension Plans”) for its covered employees in the Philippines. The Pension Plans provide defined benefits based on years of service and final salary. All permanent employees meeting the minimum service requirement are eligible to participate in the Pension Plans. As of December 31, 2020, the Pension Plans were unfunded. The Company expects to make no contributions to its Pension Plans during 2021. The following table provides a reconciliation of the change in the benefit obligation, based on the benefits to which the employees are entitled at the expected date of separation, for the Pension Plans and the net amount recognized in the accompanying Consolidated Balance Sheets (in thousands): December 31, 2020 2019 Balance at the beginning of the period $ 3,933 $ 3,282 Service cost 446 405 Interest cost 214 254 Actuarial (gains) losses (1) 1,914 (108 ) Benefits paid (235 ) (22 ) Effect of foreign currency translation 227 122 Balance at the end of the period $ 6,499 $ 3,933 Unfunded status $ (6,499 ) $ (3,933 ) Net amount recognized $ (6,499 ) $ (3,933 ) Amounts recognized in the balance sheet: Other accrued expenses and current liabilities $ 310 $ — Other long-term liabilities 6,189 3,933 $ 6,499 $ 3,933 (1) The actuarial loss for 2020 was primarily due to a reduction in the discount rate and attrition rate from the rates that were used in the preceding year. The actuarial assumptions used to determine the benefit obligations and net periodic benefit cost for the Pension Plans were as follows: Years Ended December 31, 2020 2019 2018 Discount rate 3.6-3.9% 5.0-5.3% 7.4-7.5% Rate of compensation increase 1.4-1.6% 1.4 % 2.0 % The Company evaluates these assumptions on a periodic basis taking into consideration current market conditions and historical market data. The discount rate is used to calculate expected future cash flows at a present value on the measurement date, which is December 31. This rate represents the market rate for high-quality fixed income investments. A lower discount rate would increase the present value of benefit obligations. Other assumptions include demographic factors such as attrition, mortality, and disability rates as well as other experience factors. The following table provides information about the net periodic benefit cost and other accumulated comprehensive income for the Pension Plans (in thousands): Years Ended December 31, 2020 2019 2018 Service cost (1) $ 446 $ 405 $ 448 Interest cost (2) 214 254 196 Recognized actuarial (gains) (2) (95 ) (86 ) (58 ) Net periodic benefit cost 565 573 586 Unrealized net actuarial (gains), net of tax (596 ) (2,324 ) (2,256 ) Total amount recognized in net periodic benefit cost and accumulated other comprehensive income (loss) $ (31 ) $ (1,751 ) $ (1,670 ) (1) Included in “Direct salaries and related costs” and “General and administrative” costs in the accompanying Consolidated Statements of Operations. (2) Included in “Other income (expense), net” in the accompanying Consolidated Statements of Operations. The estimated future benefit payments, which reflect expected future service, as appropriate, are as follows (in thousands): Years Ending December 31, Amount 2021 $ 310 2022 67 2023 138 2024 153 2025 129 2026 - 2030 1,591 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 Consolidated Statements of Operations were as follows (in thousands): Years Ended December 31, 2020 2019 2018 401(k) plan contributions $ 2,969 $ 1,714 $ 1,612

Stock-Based Compensation

Stock-Based Compensation	12 Months Ended
	Dec. 31, 2020
Disclosure Of Compensation Related Costs Sharebased Payments [Abstract]
Stock-Based Compensation	Note 24. Stock-Based Compensation The Company’s stock-based compensation plans include the 2019 Equity Incentive Plan for employees and certain non-employees, including non-employee directors, and the Deferred Compensation Plan for certain eligible employees. The Company issues common stock and uses treasury stock to satisfy stock option exercises or vesting of stock awards. 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): Years Ended December 31, 2020 2019 2018 Stock-based compensation (expense) (1) $ (10,748 ) $ (7,396 ) $ (7,543 ) Income tax benefit (2) 2,580 1,775 1,810 (1) Included in "General and administrative" costs in the accompanying Consolidated Statements of Operations. (2) Included in "Income taxes" in the accompanying Consolidated Statements of Operations. There were no capitalized stock-based compensation costs as of December 31, 2020, 2019 and 2018. 2019 — The Company’s Board of Directors (the “Board”) adopted the Sykes Enterprises, Incorporated 2019 Equity Incentive Plan (the "2019 Plan”) on March 12, 2019. The 2019 Plan was approved by the shareholders at the May 2019 annual shareholders meeting. The 2019 Plan replaced and superseded the Company’s 2011 Equity Incentive Plan (the “2011 Plan”). The outstanding awards granted under the 2011 Plan will remain in effect until their exercise, expiration or termination. The 2019 Plan provides for the grant of awards with respect to a maximum of 4.0 million shares of common stock, plus any shares of common stock that expire, terminate or are cancelled or forfeited under the terms of the 2011 Plan. The 2019 Plan permits the grant of restricted stock, stock appreciation rights, stock options and other stock-based awards to certain employees of, and certain non-employees who provide services to, the Company. In the event of a change in control, except as may otherwise be provided in an award agreement, the outstanding 2019 Plan awards vesting upon the passage of time (e.g., employment-based) will be accelerated, and all awards vesting upon the attainment of performance goals will be deemed achieved at 100% of target and all other restrictions applicable to outstanding awards will lapse, provided that the participant is employed by the Company on the date of the change in control. Stock Appreciation Rights Stock-settled stock appreciation rights (“SARs”) represent the right to receive, without payment to the Company, a certain number of shares of common stock equal to the amount by which the fair market value of a share of common stock at the time of exercise exceeds the grant price. The SARs are granted at the fair market value of the Company’s common stock on the date of the grant and vest ratably over a three-year period following the date of grant, provided the participant is employed by the Company on such date. The SARs have a term of 10 years from the date of grant. All currently outstanding SARs are exercisable within three months after the death, disability, retirement or termination of the participant’s employment with the Company, if and to the extent the SARs were exercisable immediately prior to such termination. If the participant’s employment is terminated for cause, or the participant terminates his or her own employment with the Company, any portion of the SARs not yet exercised (whether or not vested) terminates immediately on the date of termination of employment. The fair value of each SAR is estimated on the date of grant using the Black-Scholes valuation model that uses various assumptions. The fair value of the SARs is expensed on a straight-line basis over the requisite service period. Expected volatility is based on the historical volatility of the Company’s stock. The risk-free rate for periods within the contractual life of the award is based on the yield curve of a zero-coupon U.S. Treasury bond on the date the award is granted with a maturity equal to the expected term of the award. Exercises and forfeitures are estimated within the valuation model using employee termination and other historical data. The expected term of the SARs granted represents the period of time the SARs are expected to be outstanding. The following table summarizes the assumptions used to estimate the fair value of SARs granted (none in 2020 or 2019): Year Ended December 31, 2018 Expected volatility 21.4 % Weighted-average volatility 21.4 % Expected dividend rate 0.0 % Expected term (in years) 5.0 Risk-free rate 2.5 % The following table summarizes SARs activity as of December 31, 2020 and for the year then ended: Stock Appreciation Rights Shares (000s) Weighted Average Exercise Price Weighted Average Remaining Contractual Term (in years) Aggregate Intrinsic Value (000s) Balance at the beginning of the period 340 $ — Granted — $ — Exercised (222 ) $ — Forfeited or expired — $ — Balance at the end of the period 118 $ — 7.1 $ 1,081 Vested or expected to vest at the end of the period 118 $ — 7.1 $ 1,081 Exercisable at the end of the period 27 $ — 5.9 $ 214 The following table summarizes information regarding SARs granted and exercised (in thousands, except per SAR amounts): Years Ended December 31, 2020 2019 2018 Number of SARs granted — — 333 Weighted average grant-date fair value per SAR $ — $ — $ 6.84 Intrinsic value of SARs exercised $ 2,236 $ 4,893 $ 320 Fair value of SARs vested $ 1,230 $ 2,053 $ 1,950 The following table summarizes nonvested SARs activity as of December 31, 2020 and for the year then ended: Nonvested Stock Appreciation Rights Shares (000s) Weighted Average Grant-Date Fair Value Balance at the beginning of the period 279 $ 6.63 Granted — $ — Vested (188 ) $ 6.53 Forfeited or expired — $ — Balance at the end of the period 91 $ 6.84 As of December 31, 2020, there was $0.1 million of total unrecognized compensation cost, net of actual forfeitures, related to nonvested SARs. This cost is expected to be recognized over a weighted average period of 0.2 years. Restricted Shares and Restricted Stock Units – The Company awards performance and employment-based restricted shares (“restricted shares”) and/or restricted stock units (“RSUs”) to eligible participants. The restricted shares are shares of the Company’s common stock (or in the case of RSUs, represent an equivalent number of shares of the Company’s common stock) which are issued to the participant subject to (a) restrictions on transfer for a period of time and (b) forfeiture under certain conditions . For performance-based awards, the performance goals, including revenue growth and income from operations targets, provide a range of vesting possibilities from 0% to 100% and will be measured at the end of the three-year performance period. If the performance goals are met for the performance period, the shares will vest and all restrictions on the transfer of the restricted shares will lapse (or in the case of RSUs, an equivalent number of shares of the Company’s common stock will be issued to the recipient). The Company recognizes compensation cost, net of actual forfeitures, based on the fair value (which approximates the current market price) of the restricted shares and RSUs on the date of grant ratably over the requisite performance period based on the probability of achieving the performance goals. Changes in the probability of achieving the performance goals from period to period will result in corresponding changes in compensation expense. Employment-based restricted shares and RSUs vest ratably over a three-year period following the date of grant, provided the participant is employed by the Company on such date. The Company recognizes compensation cost, net of actual forfeitures, based on the fair value (which approximates the current market price) of the restricted shares and RSUs on the date of grant ratably over the requisite service period. If the participant’s employment with the Company is terminated for any reason, either by the Company or participant, prior to the date on which the restricted shares have vested and the restrictions have lapsed with respect to such vested shares, any restricted shares remaining subject to the restrictions (together with any dividends paid thereon) will be forfeited, unless there has been a change in control prior to such date. The following table summarizes nonvested restricted shares/RSUs activity as of December 31, 2020 and for the year then ended: Nonvested Restricted Shares and RSUs Shares (000s) Weighted Average Grant-Date Fair Value Balance at the beginning of the period 1,148 $ 28.61 Granted 633 $ 25.60 Vested (131 ) $ 28.82 Forfeited or expired (266 ) $ 29.39 Balance at the end of the period (1) 1,384 $ 27.06 (1) Comprised of 76% of performance-based nonvested restricted shares/RSUs and 24% of employment-based nonvested restricted shares/RSUs. The following table summarizes information regarding restricted shares/RSUs granted and vested (in thousands, except per restricted share/RSU amounts): Years Ended December 31, 2020 2019 2018 Number of restricted shares/RSUs granted 633 508 492 Weighted average grant-date fair value per restricted share/RSU $ 25.60 $ 28.43 $ 28.16 Fair value of restricted shares/RSUs vested $ 3,774 $ 3,647 $ 8,342 As of December 31, 2020, based on the probability of achieving the performance goals, there was $12.6 million of total unrecognized compensation cost, net of actual forfeitures, related to nonvested restricted shares/RSUs. Of the unrecognized compensation cost, 54% related to performance-based nonvested restricted shares/RSUs and 46% related to employment-based nonvested restricted shares/RSUs. This cost is expected to be recognized over a weighted average period of 1.9 Non-Employee Director Compensation — The Company does not have a formal, written compensation plan for non-employee directors. Subsequent to the expiration of its 2004 Non-Employee Director Fee Plan, the Board, upon recommendation of the Compensation Committee, determined that the Company’s non-employee directors would continue to receive a combination of cash and equity grants on an annual basis. The amount of the cash and equity grants are determined annually by the Board, and the stock portion of such compensation is issued under the Company’s 2019 Plan . Currently, all new non-employee directors joining the Board receive an initial grant of shares of common stock on the date the new director is elected or appointed, the number of which is determined by dividing $60,000 by the closing price of the Company’s common stock on the trading day immediately preceding the date a new director is elected or appointed, rounded to the nearest whole number of shares. The initial grant of shares vests in twelve equal quarterly installments, one-twelfth on the date of grant and an additional one-twelfth on each successive third monthly anniversary of the date of grant. The award lapses with respect to all unvested shares in the event the non-employee director ceases to be a director of the Company, and any unvested shares are forfeited. Additionally, the current compensation structure approved by the Board, upon recommendation of the Compensation Committee, provides that each non-employee director receives, on the day after the annual shareholders meeting, an annual retainer for service as a non-employee director (the “Annual Retainer”). The total value of the Annual Retainer is $170,000, of which $70,000 is payable in cash, and the remainder is paid in stock, the amount of which is determined by dividing $100,000 by the closing price of the Company’s common stock on the date of the annual shareholders’ meeting. The annual grant of shares paid to non-employee directors vests in four equal quarterly installments, one-fourth on the date of grant and an additional one-fourth on each successive third monthly anniversary of the date of grant). The award lapses with respect to all unpaid cash and unvested shares in the event the non-employee director ceases to be a director of the Company, and any unvested shares and unpaid cash are forfeited. The following table summarizes nonvested common stock share award activity as of December 31, 2020 and for the year then ended: Nonvested Common Stock Share Awards Shares (000s) Weighted Average Grant-Date Fair Value Balance at the beginning of the period 11 $ 25.61 Granted 32 $ 25.00 Vested (34 ) $ 25.16 Forfeited or expired — $ — Balance at the end of the period 9 $ 25.10 The following table summarizes information regarding common stock share awards granted and vested (in thousands, except per share award amounts): Years Ended December 31, 2020 2019 2018 Number of share awards granted 32 34 34 Weighted average grant-date fair value per share award $ 25.00 $ 25.41 $ 27.68 Fair value of share awards vested $ 840 $ 840 $ 880 As of December 31, 2020, there was $0.1 million of total unrecognized compensation costs, net of actual forfeitures, related to nonvested common stock share awards. This cost is expected to be recognized over a weighted average period of 0.3 years. Deferred Compensation Plan — The Company’s non-qualified Deferred Compensation Plan (the “Deferred Compensation Plan”), which is not shareholder-approved, was adopted by the Board effective December 17, 1998. It was last amended and restated on August 15, 2017, effective January 1, 2018. Eligibility is limited to a select group of key management and employees who are expected to receive an annualized base salary (which will not take into account bonuses or commissions) that exceeds the amount taken into account for purposes of determining highly compensated employees under Section 414(q) of the Internal Revenue Code of 1986 based on the current year’s base salary and applicable dollar amounts. The Deferred Compensation Plan provides participants with the ability to defer between 1% and 80% of their compensation (between 1% and 100% prior to June 30, 2016, the effective date of the first amendment) until the participant’s retirement, termination, disability or death, or a change in control of the Company. Using the Company’s common stock, the Company matches 50% of the amounts deferred by participants on a quarterly basis up to a total of $5,000 to $12,000 per year, depending on the participant’s eligible category. Matching contributions and the associated earnings vest over a seven-year service period. Vesting will be accelerated in the event of the participant’s death or disability, retirement or a change in control. In the event of a distribution of benefits resulting from a change in control of the Company, the Company will increase the benefit by an amount sufficient to offset the income tax obligations created by the distribution of benefits. Deferred compensation amounts used to pay benefits, which are held in a rabbi trust, include investments in various mutual funds and shares of the Company’s common stock (see Note 13, Investments Held in Rabbi Trust). As of December 31, 2020 and 2019, liabilities of $16.8 and $13.9 million, respectively, of the Deferred Compensation Plan were recorded in “Accrued employee compensation and benefits” in the accompanying Consolidated Balance Sheets. Additionally, the Company’s common stock match associated with the Deferred Compensation Plan, with a carrying value of approximately $2.8 million and $2.5 million at December 31, 2020 and 2019, respectively, is included in “Treasury stock” in the accompanying Consolidated Balance Sheets. The following table summarizes nonvested common stock activity as of December 31, 2020 and for the year then ended: Nonvested Common Stock Shares (000s) Weighted Average Grant-Date Fair Value Balance at the beginning of the period 11 $ 29.24 Granted 15 $ 28.93 Vested (12 ) $ 28.68 Forfeited or expired (2 ) $ 28.55 Balance at the end of the period 12 $ 29.50 The following table summarizes information regarding shares of common stock granted and vested (in thousands, except per common stock amounts): Years Ended December 31, 2020 2019 2018 Number of shares of common stock granted 15 16 16 Weighted average grant-date fair value per common stock $ 28.93 $ 29.10 $ 28.48 Fair value of common stock vested $ 349 $ 320 $ 315 Cash used to settle the obligation $ 188 $ 366 $ 804 As of December 31, 2020, there was $0.2 million of total unrecognized compensation cost, net of actual forfeitures, related to nonvested common stock. This cost is expected to be recognized over a weighted average period of 3.9 years. Acquisition-Related Restricted Shares – In conjunction with the Company’s acquisition of Symphony on November 1, 2018, the Company granted RSUs to certain of Symphony’s owners. These RSUs were issued from the Company’s pool of authorized but unissued common stock. See Note 4, Acquisitions, for further information. The Company recognizes compensation cost, net of actual forfeitures, based on the fair value (which approximates the current market price) of the RSUs on the date of grant ratably over the requisite service period. The RSUs vest one-half on and after each of May 1, 2020 and November 1, 2021, provided the participant is employed by the Company on such date. In the event of a change in control prior to the date the RSUs vest, all of the RSUs will vest and the restrictions on transfer will lapse with respect to such vested shares on the date of the change in control, provided that participant is employed by the Company on the date of the change in control. If the participant’s employment with the Company is terminated for any reason, either by the Company or participant, prior to the date on which the RSUs have vested and the restrictions have lapsed with respect to such vested shares, any RSUs remaining subject to the restrictions (together with any dividends paid thereon) will be forfeited, unless there has been a change in control prior to such date. The following table summarizes nonvested acquisition-related RSUs activity as of December 31, 2020 and for the year then ended: Nonvested Restricted Shares and RSUs Shares (000s) Weighted Average Grant-Date Fair Value Balance at the beginning of the period 88 $ 30.67 Granted — $ — Vested (44 ) $ 30.67 Forfeited or expired — $ — Balance at the end of the period 44 $ 30.67 During the third quarter of 2019, the Company accelerated the vesting of certain of the acquisition-related RSUs in conjunction with the departure of one of Symphony’s executives from the Company. The following table summarizes information regarding acquisition-related RSUs granted and vested (in thousands, except per restricted share/RSU amounts): Years Ended December 31, 2020 2019 2018 Number of restricted shares/RSUs granted — — 124 Weighted average grant-date fair value per restricted share/RSU $ — $ — $ 30.67 Fair value of restricted shares/RSUs vested $ 1,364 $ 1,091 $ — As of December 31, 2020, there was $0.8 million of total unrecognized compensation cost, net of actual forfeitures, related to nonvested acquisition-related RSUs. This cost is expected to be recognized over a weighted average period of 0.8

Segments and Geographic Informa

Segments and Geographic Information	12 Months Ended
	Dec. 31, 2020
Segment Reporting [Abstract]
Segments and Geographic Information	Note 25. Segments and Geographic Information The Company operates within two regions, the Americas and EMEA. Each region represents a reportable segment comprised of aggregated regional operating segments, which portray similar economic characteristics. The Company aligns its business into two segments to effectively manage the business and support the customer care needs of every client and to respond to the demands of the Company’s global customers. The reportable segments consist of (1) the Americas, which includes the United States, Canada, Latin America, Australia and the Asia Pacific Rim, and provides outsourced customer experience management solutions (with an emphasis on inbound multichannel demand generation, customer service and technical support) and technical staffing, and (2) EMEA, which includes Europe, the Middle East and Africa, and provides outsourced customer experience management solutions (with an emphasis on technical support and customer service) and fulfillment services. The Company also provides a suite of solutions such as RPA consulting, implementation, hosting and managed services that optimizes its differentiated full lifecycle management services platform. 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 experience management needs. Information about the Company’s reportable segments is as follows (in thousands): Americas EMEA Other (1) Consolidated Year Ended December 31, 2020: Revenues $ 1,381,008 $ 329,238 $ 15 $ 1,710,261 Percentage of revenues 80.7 % 19.3 % 0.0 % 100.0 % Depreciation, net $ 40,903 $ 7,586 $ 2,929 $ 51,418 Amortization of intangibles $ 10,654 $ 3,349 $ — $ 14,003 Income (loss) from operations $ 153,711 $ 1,667 $ (73,594 ) $ 81,784 Total other income (expense), net (1,217 ) (1,217 ) Income taxes (24,135 ) (24,135 ) Net income $ 56,432 Year Ended December 31, 2019: Revenues $ 1,296,660 $ 318,013 $ 89 $ 1,614,762 Percentage of revenues 80.3 % 19.7 % 0.0 % 100.0 % Depreciation, net $ 42,386 $ 6,521 $ 3,009 $ 51,916 Amortization of intangibles $ 13,304 $ 3,335 $ — $ 16,639 Income (loss) from operations $ 134,948 $ 17,918 $ (63,066 ) $ 89,800 Total other income (expense), net (3,877 ) (3,877 ) Income taxes (21,842 ) (21,842 ) Net income $ 64,081 Year Ended December 31, 2018: Revenues $ 1,330,638 $ 294,954 $ 95 $ 1,625,687 Percentage of revenues 81.9 % 18.1 % 0.0 % 100.0 % Depreciation, net $ 48,378 $ 5,952 $ 3,020 $ 57,350 Amortization of intangibles $ 14,287 $ 1,255 $ — $ 15,542 Income (loss) from operations $ 108,021 $ 16,507 $ (61,326 ) $ 63,202 Total other income (expense), net (6,285 ) (6,285 ) Income taxes (7,991 ) (7,991 ) Net income $ 48,926 (1) Other items (including corporate and other costs, other income and expense, and income taxes) are shown for purposes of reconciling to the Company’s consolidated totals as shown in the tables above. 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. Total revenues by segment from the Company’s largest client, which was in the financial services vertical in 2020 and 2019 and the communications vertical in 2018, were as follows (in thousands): Years Ended December 31, 2020 2019 2018 Amount % Amount % Amount % Americas $ 117,893 8.5% $ 111,131 8.6% $ 164,793 12.4% EMEA — 0.0% — 0.0% 179 0.1% $ 117,893 6.9% $ 111,131 6.9% $ 164,972 10.1% Other than AT&T Corporation which represented 10.1% of consolidated revenues in 2018 and is shown in the table above, total revenues by segment of the Company’s clients that each individually represents 10% or greater of that segment’s revenues in each of the periods were as follows (in thousands): Years Ended December 31, 2020 2019 2018 Amount % Amount % Amount % Americas $ — 0.0% $ — 0.0% $ — 0.0% EMEA 110,895 33.7% 40,138 12.6% 104,856 35.5% $ 110,895 6.5% $ 40,138 2.5% $ 104,856 6.4% The Company’s top ten clients accounted for 42.2%, 42.2% and 44.2% of its consolidated revenues during the years ended December 31, 2020, 2019 and 2018, respectively. The following table represents a disaggregation of revenue from contracts with customers by delivery location (in thousands): Years Ended December 31, 2020 2019 2018 Americas: United States $ 647,497 $ 614,493 $ 668,580 The Philippines 267,965 250,888 231,966 Costa Rica 151,753 127,078 127,963 Canada 102,714 99,037 102,353 El Salvador 71,591 81,195 81,156 Other 139,488 123,969 118,620 Total Americas 1,381,008 1,296,660 1,330,638 EMEA: Germany 101,868 94,166 91,703 Other 227,370 223,847 203,251 Total EMEA 329,238 318,013 294,954 Total Other 15 89 95 $ 1,710,261 $ 1,614,762 $ 1,625,687 The Company’s property and equipment, net, and ROU assets by geographic location were as follows (in thousands): December 31, 2020 2019 Americas: United States $ 92,332 $ 128,325 The Philippines 51,251 60,475 Costa Rica 19,936 23,575 Canada 9,241 7,557 El Salvador 14,697 18,478 Other 35,797 33,382 Total Americas 223,254 271,792 EMEA: Germany 7,640 7,895 Other 34,460 33,413 Total EMEA 42,100 41,308 Total Other 14,596 18,002 $ 279,950 $ 331,102 103

Other Income (Expense)

Other Income (Expense)	12 Months Ended
	Dec. 31, 2020
Other Income And Expenses [Abstract]
Other Income (Expense)	Note 26. Other Income (Expense) Other income (expense), net consisted of the following (in thousands): Years Ended December 31, 2020 2019 2018 Foreign currency transaction gains (losses) $ (1,645 ) $ (1,262 ) $ 2,029 Gains (losses) on derivative instruments not designated as hedges (673 ) (674 ) (1,751 ) Net investment gains (losses) on investments held in rabbi trust 2,309 2,379 (867 ) Other miscellaneous income (expense) (40 ) (857 ) (1,659 ) $ (49 ) $ (414 ) $ (2,248 )

Related Party Transactions

Related Party Transactions	12 Months Ended
	Dec. 31, 2020
Related Party Transactions [Abstract]
Related Party Transactions	Note 27. Related Party Transactions In January 2008, the Company entered into a lease for a customer experience management center located in Kingstree, South Carolina. The landlord, Kingstree Office One, LLC, is an entity controlled by John H. Sykes, the founder, former Chairman and 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 was cancellable at the option of the Company. The Company paid a lease termination penalty of $0.1 million to the landlord during the year ended December 31, 2020 and paid $0.5 million, $0.5 million and $0.5 million to the landlord during the years ended December 31, 2020, 2019 and 2018, respectively, under the terms of the lease.

Overview and Summary of Signi_2

Overview and Summary of Significant Accounting Policies (Policies)	12 Months Ended
	Dec. 31, 2020
Organization Consolidation And Presentation Of Financial Statements [Abstract]
Business	Business — Sykes Enterprises, Incorporated and consolidated subsidiaries (“SYKES” or the “Company”) is a leading full lifecycle provider of global customer experience management services, multichannel demand generation and digital transformation. The Company provides differentiated full lifecycle customer experience management solutions and services primarily to Global 2000 companies and its end customers principally in the financial services, technology, communications, transportation & leisure and healthcare industries. The Company’s differentiated full lifecycle services platform effectively engages customers at every touchpoint within the customer journey, including digital marketing and acquisition, sales expertise, customer service, technical support and retention, many of which can be optimized through a suite of digital transformation capabilities under its SYKES Digital Services (“SDS”) group, which spans robotic process automation (“RPA”), self-service, insight analytics and digital learning. In addition to digital transformation, the Company also provides artificial intelligence (“AI”) solutions that can be embedded and leveraged across its lifecycle offerings. 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 RPA provider Symphony Ventures Ltd (“Symphony”) coupled with its investment in 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. Coronavirus On March 11, 2020, the World Health Organization characterized the novel coronavirus (“COVID-19”) a pandemic. The global nature, rapid spread and continually evolving response by governments throughout the world to combat the spread has had a negative impact on the global economy. Certain of the Company’s customer experience management centers have been impacted by local government actions restricting facility access or are operating at lower capacity utilization levels to achieve social distancing. The Company is committed to the health and safety of its workforce and ensuring business continuity for the brands it serves. In response, the Company shifted as many employees as possible to a work-at-home model. As of January 2021, approximately 95% of agents assigned to the Company’s brick-and-mortar facilities are working at its centers or from home across the world with 70% having transitioned to a work-at-home model. Approximately 5% of our agents lack the technical infrastructure to work from home. The Company’s operations in the Philippines, El Salvador and Mexico have been most impacted by the governmental restrictions. The Company continues to closely monitor the prevalence of COVID-19 in the communities where its centers are located as well as guidance from public health authorities, federal and local agencies and municipalities. The Company will work with employees and clients to transition agents back to its centers based on that guidance, but risk further disruption to its business as a result of COVID-19 and government-imposed restrictions. 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 has decided to terminate, sublease or abandon leases prior to the end of their lease terms at certain of its sites during the year ended December 31, 2020 as approximately 3,200 seats transitioned from brick and mortar to at home agents. As such, the Company recorded impairments of right-of-use (“ROU”) assets of $12.7 million and impairments of property and equipment of $ million during the year ended December 31, 2020. See Note 6 , Fair Value, in the accompanying “Notes to Consolidated Financial Statements” for further information. Acquisitions The Company completed one acquisition during 2020 and two acquisitions during 2018, all of which were immaterial to the Company individually and in the aggregate. See Note 4, Acquisitions, for further information.
Principles of Consolidation	Principles of Consolidation — The 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 consolidated financial statements in conformity with accounting principles generally accepted in the United States of America (“generally accepted accounting principles” or “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 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 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 consolidated financial statements. There were no material subsequent events that required recognition or disclosure in the accompanying consolidated financial statements.
Revenues	Revenues The Company recognizes revenues in accordance with Accounting Standards Codification (“ASC”) 606, Revenue from Contracts with Customers (“ASC 606”), whereby revenues are recognized when control of the promised goods or services is transferred to the Company’s customers, in an amount that reflects the consideration it expects to be entitled to in exchange for those services. Under ASC 606, the Company accounts for a contract with a client when it has approval, the contract is committed, the rights of the parties, including payment terms are identified, the contract has commercial substance and consideration is probable of collection. The Company’s sales commissions are expensed as incurred because they are not directly incremental to obtaining customer contracts. The Americas and EMEA regions primarily provide customer experience management solutions and services with an emphasis on inbound multichannel demand generation, customer service and technical support to our clients’ customers. These services, which are delivered through multiple communication channels including phone, e-mail, social media, text messaging, chat and digital self-service Customer experience management solutions and services contracts have a single stand-ready performance obligation as the promise to transfer the customer solutions and services are not separately identifiable from other promises in the contract, and therefore not distinct. Because the Company’s customers simultaneously receive and consume the benefits of its services as they are delivered, the performance obligations are satisfied over time, and revenues are recognized over time using output methods such as a per minute, per hour, per call, per transaction or per time and materials basis. These output methods faithfully depict the satisfaction of the Company’s obligation to deliver the services as requested and represent a direct measurement of value to the customer. The stated terms of these contracts range from 30 days to six years. The majority of these contracts include termination for convenience or without cause provisions allowing either party to cancel the contract without substantial cost or penalty within a defined notification period (“termination rights”), typically up to 180 days. Only the noncancelable portion of the contract qualifies as a legally enforceable contract under ASC 606 and any unsatisfied performance obligations are accounted for as deferred revenue. Periods that extend beyond the legally enforceable contract period are considered optional purchases of additional services. As these options typically do not represent a material right, the amount of up-front fees received for periods that extend beyond the legally enforceable contract period are accounted for as customer arrangements with termination rights. Invoices are generally issued on a monthly basis as control transfers and payment is typically due within 30 or 60 days of the invoice date. Revenue recognition is limited to the established transaction price, the amount to which the Company expects to be entitled to under the contract, including the amount of expected fees for those contracts with renewal provisions, and the amount that is not contingent upon delivery of any future product or service or meeting other specified performance obligations. The Company’s customer contracts include penalty and holdback provisions for failure to meet specified minimum service levels and other performance-based contingencies, as well as the right of certain of the Company’s clients to chargeback accounts that do not meet certain requirements for specified periods after a sale has occurred. Certain customers also receive cash discounts for early payment. These provisions are accounted for as variable consideration and are estimated using the expected value method based on historical service and pricing trends, the individual contract provisions, and the Company’s best judgment at the time. None of these variable consideration components are subject to constraint due to the short time period to resolution, the Company’s extensive history with similar transactions, and the limited number of possible outcomes and third-party influence. The portion of the consideration received under the contract that the Company expects to ultimately refund to the customer is excluded from the transaction price and is recorded as an estimated refund liability. The transaction price, once determined, is allocated to the single performance obligation on a contract by contract basis. The Company also provides RPA, fulfillment and enterprise support services which are immaterial in total. For additional information refer to Note 2, Revenues. Deferred revenues and customer liabilities — Deferred revenues consist of up-front fees received in connection with certain contracts to the extent a legally enforceable contract exists. Accordingly, the up-front fees allocated to a contract’s termination notification period, typically varying periods up to 180 days, are recorded as deferred revenue, while the fees that extend beyond the notification period are classified as customer arrangements with termination rights. These up-front fees do not represent a significant financing component since they were structured primarily to reduce the administrative burden in managing the operations of certain contracts, to provide the customer with un-interrupted service, and to assist in managing the overall risk and profitability of providing the services. Customer liabilities consist of customer arrangements with termination rights and estimated refund liabilities. Customer arrangements with termination rights represent the amount of up-front fees received for periods that extend beyond the legally enforceable contract period. All customer arrangements with termination rights are classified as current as the customer can terminate the contracts and demand pro-rata refunds of the up-front fees over varying periods, typically up to 180 days. Estimated refund liabilities represent consideration received under the contract that the Company expects to ultimately refund to the customer and primarily relates to estimated penalties, holdbacks and chargebacks. Penalties and holdbacks result from the failure to meet specified minimum service levels in certain contracts and other performance-based contingencies. Chargebacks reflect the right of certain of the Company’s clients to chargeback accounts that do not meet certain requirements for specified periods after a sale has occurred. For additional information refer to Note 2, Revenues. Adoption of ASC 606, Revenue from Contracts with Customers On January 1, 2018, the Company adopted ASC 606, which includes ASU 2014-09 and all related amendments, using the modified retrospective method applied to those contracts which were not completed as of January 1, 2018. The Company recorded an increase to opening retained earnings of $3.0 million as of January 1, 2018 due to the cumulative impact of adopting ASC 606. The results for all reporting periods are presented under ASC 606. Revenue from Contracts with Customers Revenues for customer experience management 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. RPA services revenues are primarily recognized over time using output methods such as per time and materials basis. Revenues from fulfillment services are recognized upon shipment to the customer and satisfaction of all obligations. Revenues from enterprise support services are recognized over time using output methods such as number of positions filled. The Company’s noncurrent trade accounts receivable result from contracts with customers that include renewal provisions, and contracts with customers under multi-year arrangements. For contracts that include renewal provisions, revenue is recognized up-front upon satisfaction of the associated performance obligations, but payments are received upon renewal. Renewals occur in bi-annual and annual increments over the associated expected contract term, the majority of which range from two to five years. The Company’s contracts with customers under multi-year arrangements generally have three-year terms and are invoiced annually at the beginning of each annual coverage period. The Company records a receivable related to revenue recognized under multi-year arrangements as the Company has an unconditional right to invoice and receive payment in the future related to these arrangements. Where the timing of revenue recognition differs from the timing of invoicing and payment, the Company has determined that its contracts do not include a significant financing component. A substantial amount of the consideration promised by the customer under the contracts that include renewal provisions is variable, and the amount and timing of that consideration varies based on the occurrence or nonoccurrence of future events that are not substantially within the Company’s control. With respect to multi-year year arrangements, there is minimal difference between the consideration received and the cash selling price, any offered discounts are driven by volume, and the contracts are of short duration resulting in insignificant interest. Thus, the primary purpose of the invoicing terms on the multi-year arrangements is to provide the customer with a simplified and predictable way of purchasing certain products, not to provide financing or to receive financing from the Company’s customer. The Company expects to recognize the majority of its deferred revenue as of December 31, 2020 over the next 180 days. Revenues of $3.0 million were recognized during the year ended December 31, 2020 from amounts included in deferred revenue at December 31, 2019. Revenues of $3.7 million were recognized during the year ended December 31, 2019 from amounts included in deferred revenue at December 31, 2018. 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 .
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. Cash and cash equivalents in the amount of $103.1 million and $127.2 million at December 31, 2020 and 2019, respectively, were primarily held in non-interest-bearing accounts. Cash and cash equivalents of $86.7 million and $125.3 million at December 31, 2020 and 2019, respectively, were held in international operations. Most of these funds will not be subject to additional taxes if repatriated to the United States. There are circumstances where the Company may be unable to repatriate some of the cash and cash equivalents held by its international operations due to country restrictions. 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 Consolidated Balance Sheets that sum to the amounts reported in the Consolidated Statements of Cash Flows (in thousands): December 31, 2020 2019 2018 2017 Cash and cash equivalents $ 103,077 $ 127,246 $ 128,697 $ 343,734 Restricted cash included in "Other current assets" 355 568 149 154 Restricted cash included in "Deferred charges and other assets" 964 1,371 1,385 917 $ 104,396 $ 129,185 $ 130,231 $ 344,805
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, in accordance with ASC 326, Financial Instruments – Credit Losses (“ASC 326”). 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 doubtful accounts will increase if the financial condition of the Company’s clients were to deteriorate, resulting in a reduced ability to make payments.
Property and Equipment	Property and Equipment — Property and equipment is recorded at cost and depreciated using the straight-line method over the estimated useful lives of the respective assets. Improvements to leased premises are amortized over the shorter of the related lease term or the estimated useful lives of the improvements. Cost and related accumulated depreciation on assets retired or disposed of are removed from the accounts and any resulting gains or losses are credited or charged to income. The Company capitalizes certain costs incurred, if any, to internally develop software during the application development stages. Costs incurred in the preliminary project and post-implementation stages are expensed as incurred. The carrying value of property and equipment to be held and used is evaluated for impairment whenever events or changes in circumstances indicate that the carrying amount may not be recoverable in accordance with ASC 360, Property, Plant and Equipment
Leases	Leases — In determining whether a contract contains a lease under ASC 842, Leases (“ASC 842”), the Company assesses whether the arrangement meets all three of the following criteria: 1) there is an identified asset; 2) the Company has the right to obtain substantially all the economic benefits from use of the identified asset; and 3) the Company has the right to direct the use of the identified asset. This involves evaluating whether the Company has the right to operate the asset or to direct others to operate the asset in a manner that it determines without the supplier having the right to change those operating instructions, as well as evaluating the Company’s involvement in the design of the asset. The Company capitalizes operating lease obligations with initial terms in excess of 12 months as ROU assets with corresponding lease liabilities on its balance sheet. Operating lease ROU assets represent the Company’s right to use an underlying asset for the lease term, and operating lease liabilities represent the Company’s obligation to make lease payments arising from the lease. Operating lease ROU assets and liabilities are recognized at the commencement date based on the present value of lease payments over the lease term. Additionally, the ROU asset is adjusted for lease incentives, prepaid lease payments and initial direct costs. Operating lease expense is recognized on a straight-line basis over the lease term. The Company has lease agreements with lease and non-lease components, such as real estate taxes, insurance, common area maintenance and other operating costs. Lease and non-lease components Certain of the Company’s lease agreements include rental payments that adjust periodically based on an index or rate, generally the applicable Consumer Price Index (“CPI”). The operating lease liability is measured using the prevailing index or rate at the measurement date (i.e., the commencement date). Incremental payments due to changes to the index- and rate-based lease payments are treated as variable lease costs and expensed as incurred. For purposes of calculating operating lease liabilities, the lease term includes options to extend or terminate the lease when it is reasonably certain that the Company will exercise that option. The primary factors used to estimate whether an option to extend a lease term will be exercised or not generally include the extent of the Company’s capital investment, employee recruitment potential and operational cost and flexibility. In determining the present value of lease payments, the Company uses incremental borrowing rates based on information available at the lease commencement date. The incremental borrowing rate is the rate of interest that a lessee would have to pay to borrow on a collateralized basis over a similar term an amount equal to the lease payments in a similar economic environment. The Company’s incremental borrowing rate is estimated using a synthetic credit rating model and forward currency exchange rates, as applicable. Leases with an initial term of 12 months or less are recognized in the accompanying Consolidated Statements of Operations on a straight-line basis over the lease term. The ROU asset is evaluated for impairment whenever events or circumstances indicate that the carrying amount may not be recoverable in accordance with ASC 360. A loss is recognized when the ROU asset is impaired in connection with the impairment of a site’s assets due to economic or other factors. When the ROU asset is impaired, it is typically amortized on a straight-line basis over the shorter of the remaining lease term or its useful life, and the related operating lease would no longer qualify for straight-line treatment of total lease expense. For additional information refer to Note 3, Leases
Goodwill and Intangible Assets	Goodwill and Intangible Assets — The Company accounts for goodwill and other intangible assets under ASC 350, Intangibles — Goodwill and Other (“ASC 350”). The Company expects to receive future benefits from previously acquired goodwill over an indefinite period of time. For goodwill and other intangible assets with indefinite lives not subject to amortization, the Company reviews goodwill and intangible assets for impairment at least annually in the third quarter, and more frequently in the presence of certain circumstances. The Company has the option to first assess qualitative factors to determine whether the existence of events or circumstances leads to a determination that it is more likely than not that the fair value of a reporting unit is less than its carrying amount. The Company may elect to forgo this option and proceed to the quantitative goodwill impairment test. If the Company elects to perform the qualitative assessment and it indicates that a significant decline to fair value of a reporting unit is more likely than not, or if a reporting unit’s fair value has historically been closer to its carrying value, or the Company elects to forgo this qualitative assessment, the Company will proceed to the quantitative goodwill impairment test where the fair value of a reporting unit is calculated based on discounted future probability-weighted cash flows. If the quantitative goodwill impairment test indicates that the carrying value of a reporting unit is in excess of its fair value, the Company will recognize an impairment loss for the amount by which the carrying value exceeds the reporting unit’s fair value, not to exceed the total amount of goodwill allocated to that reporting unit. Other than what has been disclosed in Note 7, Goodwill and Intangible Assets, the Company determined that its goodwill was not impaired as of December 31, 2020 and 2019. Definite-lived intangible assets, primarily customer relationships, are amortized using the straight-line method over their estimated useful lives which approximate the pattern in which the economic benefits of the assets are consumed. The Company periodically evaluates the recoverability of definite-lived and indefinite-lived intangible assets and takes into account events or changes in circumstances that warrant revised estimates of useful lives or that indicate that impairment exists. Fair value for intangible assets is based on discounted cash flows, market multiples and/or appraised values, as appropriate.
Income Taxes	Income Taxes — The Company accounts for income taxes under ASC 740, Income Taxes (“ASC 740”) which requires recognition of deferred tax assets and liabilities to reflect tax consequences of differences between the tax bases of assets and liabilities and their reported amounts in the accompanying consolidated financial statements. Deferred tax assets are reduced by a valuation allowance if, based on the weight of available evidence, both positive and negative, for each respective tax jurisdiction, it is more likely than not that the deferred tax assets will not be realized in accordance with the criteria of ASC 740 . Valuation allowances are established against deferred tax assets due to an uncertainty of realization. Valuation allowances are reviewed each period on a tax jurisdiction by tax jurisdiction basis to analyze whether there is sufficient positive or negative evidence, in accordance with criteria of ASC 740, to support a change in judgment about the ability to realize the related deferred tax assets. Uncertainties regarding expected future income in certain jurisdictions could affect the realization of deferred tax assets in those jurisdictions. The Company evaluates tax positions that have been taken or are expected to be taken in its tax returns and records a liability for uncertain tax positions in accordance with ASC 740 ASC 740
Self-Insurance Programs	Self-Insurance Programs — The Company self-insures for certain levels of workers' compensation and self-funds the medical, prescription drug and dental benefit plans in the United States. Estimated costs are accrued at the projected settlements for known and anticipated claims. Amounts related to these self-insurance programs are included in “Accrued employee compensation and benefits” and “Other long-term liabilities” in the accompanying Consolidated Balance Sheets.
Investments in Equity Method Investees	Investments in Equity Method Investees — In accordance with ASC 323, Investments – Equity Method and Joint Ventures (“ASC 323”), the Company uses the equity method to account for investments in companies if the investment provides the ability to exercise significant influence, but not control, over operating and financial policies of the investee. The Company’s proportionate share of the net income or loss of an equity method investment is included in consolidated net income. Judgment regarding the level of influence over an equity method investment includes considering key factors such as the Company’s ownership interest, representation on the board of directors, participation in policy-making decisions and material intercompany transactions. Equity method investments are assessed for other-than-temporary impairment in accordance with ASC 323. Factors considered by the Company when reviewing an equity method investment for impairment include the length of time (duration) and the extent (severity) to which the fair value of the equity method investment has been less than cost, the investee’s financial condition and near-term prospects, and the intent and ability to hold the investment for a period of time sufficient to allow for anticipated recovery. If a decline in the value of an equity method investment is determined to be other-than-temporary, a loss is recognized in the period identified. As of December 31, 2020 and 2019, the Company did not identify any instances where the carrying values of its equity method investments were impaired. In July 2017, the Company made a strategic investment of $10.0 million in XSell for 32.8% of XSell’s preferred stock. As a result of XSell’s equity issuance during 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 was included in “Other income (expense), net” in the accompanying Consolidated Statement of Operations for the year ended December 31, 2020. The Company’s net investment in XSell of $8.9 million and $8.7 million was included in “Deferred charges and other assets” in the accompanying Consolidated Balance Sheets as of December 31, 2020 and 2019, respectively. The Company’s proportionate share of XSell’s earnings (losses) were included in “Other income (expense), net” in the accompanying Consolidated Statements of Operations. The Company’s investment was paid in two installments of $5.0 million, one in July 2017 and one in August 2018.
Customer-Acquisition Advertising Costs	Customer-Acquisition Advertising Costs — The Company’s advertising costs are expensed as incurred. Total advertising costs included in the accompanying Consolidated Statements of Operations were as follows (in thousands): Years Ended December 31, 2020 2019 2018 Customer-acquisition advertising costs included in "Direct salaries and related costs" $ 41,196 $ 47,313 $ 49,657
Stock-Based Compensation	Stock-Based Compensation —In accordance with ASC 718, Compensation — Stock Compensation (“ASC 718”), the Company recognizes in its accompanying Consolidated Statements of Operations the grant-date fair value of stock options and other equity-based compensation issued to employees and directors. Compensation expense for equity-based awards is recognized over the requisite service period, usually the vesting period, while compensation expense for liability-based awards (those usually settled in cash rather than stock) is re-measured to fair value at each balance sheet date until the awards are settled. See Note 24, Stock-Based Compensation, for further information.
Fair Value of Financial Instruments	Fair Value of Financial Instruments — ASC 820, Fair Value Measurements and Disclosures (“ASC 820”) defines fair value and establishes a framework for measuring fair value. ASC 820 clarifies that fair value is an exit price, representing the amount that would be received to sell an asset or paid to transfer a liability in an orderly transaction between market participants. Additionally, ASC 820 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: • — • — • — . Determination of Fair Value — The Company generally uses quoted market prices (unadjusted) in active markets for identical assets or liabilities that the Company has the ability to access to determine fair value and classifies such items in Level 1. Fair values determined by Level 2 inputs utilize inputs other than quoted market prices included in Level 1 that are observable for the asset or liability, either directly or indirectly. Level 2 inputs include quoted market prices in active markets for similar assets or liabilities, and inputs other than quoted market prices that are observable for the asset or liability. Level 3 inputs are unobservable inputs for the asset or liability, and include situations where there is little, if any, market activity for the asset or liability. If quoted market prices are not available, fair value is based upon internally developed valuation techniques that use, where possible, current market-based or independently sourced market parameters, such as interest rates, currency exchange rates, etc. Assets or liabilities valued using such internally generated valuation techniques are classified according to the lowest level input or value driver that is significant to the valuation. Thus, an item may be classified in Level 3 even though there may be some significant inputs that are readily observable. The following describes the valuation methodologies used by the Company to measure assets and liabilities at fair value on a recurring basis, including an indication of the level in the fair value hierarchy in which each asset or liability is generally classified, if applicable. Cash, Short-Term and Other investments and Accounts Payable The carrying values for cash, short-term and other investments and accounts payable approximate their fair values. Long-Term Debt The carrying value of long-term debt approximates its estimated fair value as the debt bears interest based on variable market rates, as outlined in the debt agreement. Foreign Currency Contracts — The Company enters into foreign currency forward contracts and options over-the-counter and values such contracts, including premiums paid on options, at fair value using quoted market prices of comparable instruments or, if none are available, on pricing models or formulas using current market and model assumptions, including adjustments for credit risk. The key inputs include forward or option foreign currency exchange rates and interest rates. These items are classified in Level 2 of the fair value hierarchy. Embedded Derivatives — Embedded derivatives within certain hybrid lease agreements are bifurcated from the host contract and recognized at fair value based on pricing models or formulas using significant unobservable inputs, including adjustments for credit risk. The Company uses significant unobservable inputs to determine the fair value of embedded derivatives, which are classified in Level 3 of the fair value hierarchy. These unobservable inputs include expected cash flows associated with the lease, currency exchange rates on the day of commencement, as well as forward currency exchange rates; results of which are adjusted for credit risk. These items are classified in Level 3 of the fair value hierarchy. See Note 12, Financial Derivatives, for further information. Investments Held in Rabbi Trust — The investment assets of the rabbi trust are valued using quoted market prices in active markets, which are classified in Level 1 of the fair value hierarchy. For additional information about the deferred compensation plan, refer to Note 13, Investments Held in Rabbi Trust, and Note 24, Stock-Based Compensation.
Foreign Currency Translation	Foreign Currency Translation — The assets and liabilities of the Company’s foreign subsidiaries, whose functional currency is other than the U.S. Dollar, are translated at the exchange rates in effect on the balance sheet date, and income and expenses are translated at the weighted average exchange rate during the period. The net effect of translation gains and losses is not included in determining net income, but is included in “Accumulated other comprehensive income (loss)” (“AOCI”), which is reflected as a separate component of shareholders’ equity until the sale or until the complete or substantially complete liquidation of the net investment in the foreign subsidiary. Foreign currency transactional gains and losses are included in “Other income (expense), net” in the accompanying Consolidated Statements of Operations.
Foreign Currency and Derivative Instruments	Foreign Currency and Derivative Instruments — The Company accounts for financial derivative instruments under ASC 815, Derivatives and Hedging (“ASC 815”). The Company generally utilizes forward contracts and options expiring within one to 24 months to reduce its foreign currency exposure due to exchange rate fluctuations on forecasted cash flows denominated in non-functional foreign currencies and net investments in foreign operations. In using derivative financial instruments to hedge exposures to changes in exchange rates, the Company exposes itself to counterparty credit risk. The Company designates derivatives as either (1) a hedge of a forecasted transaction or of the variability of cash flows to be received or paid related to a recognized asset or liability (“cash flow” hedge); (2) a hedge of a net investment in a foreign operation (“net investment” hedge); or (3) a derivative that does not qualify for hedge accounting. To qualify for hedge accounting treatment, a derivative must be highly effective in mitigating the designated risk of the hedged item. Effectiveness of the hedge is formally assessed at inception and throughout the life of the hedging relationship. For cash flow hedges, the entire change in the fair value of the hedging instrument included in the assessment of hedge effectiveness is reported in AOCI until the hedged transaction affects earnings. At that time, this amount is reclassified from AOCI and recognized within “Revenues.” For net investment hedges, the entire change in the fair value of the hedging instrument included in the assessment of hedge effectiveness is recorded in cumulative translation adjustment (“CTA”) in AOCI. That amount will remain in CTA until the period in which the hedged item affects earnings. At that time, the amount in CTA is reclassified to the same income statement line where the earnings effect of the hedged item is presented. The Company has elected the spot method for assessing the effectiveness of net investment hedges and will record the amortization of excluded components of net investment hedges in “Other income (expense), net” in its consolidated financial statements. Cash flows from the derivative contracts are classified within the operating section in the accompanying Consolidated Statements of Cash Flows. The Company formally documents all relationships between hedging instruments and hedged items, as well as its risk management objective and strategy for undertaking various hedging activities. The Company also formally assesses, both at the hedge’s inception and on an ongoing basis, whether the derivatives that are used in hedging transactions are highly effective on a prospective and retrospective basis. When it is determined that a derivative is not highly effective as a hedge or that it has ceased to be a highly effective hedge or if a forecasted hedge is no longer probable of occurring, or if the Company de-designates a derivative as a hedge, the Company discontinues hedge accounting prospectively. At December 31, 2020 and 2019, all hedges were determined to be highly effective. The Company also periodically enters into forward contracts that are not designated as hedges as defined under ASC 815. The purpose of these derivative instruments is to reduce the effects from fluctuations caused by volatility in currency exchange rates on the Company’s operating results and cash flows. Changes in the fair value of the derivative instruments are included in “Revenues” or “Other income (expense), net”, depending on the underlying risk exposure. See Note 12 , Financial Derivatives, for further information. 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, consisting of Philippine Peso and Costa Rican Colon contracts. These 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.
Loss Contingencies	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. See Note 22, Commitments and Loss Contingencies, for further information.
Reclassifications	Reclassifications — Certain balances in prior years have been reclassified to conform to current year presentation.
New Accounting Standards Not Yet Adopted	New Accounting Standards Not Yet Adopted Income Taxes In December 2019, the Financial Accounting Standards Board (“FASB”) issued Accounting Standards Update (“ASU”) 2019-12, Income Taxes (Topic 740) – Simplifying the Accounting for Income Taxes Reference Rate Reform In March 2020, the FASB issued ASU 2020-04, Reference Rate Reform (Topic 848) – Facilitation of the Effects of Reference Rate Reform on Financial Reporting
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. 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. 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’s adoption of ASU 2018-14 as of December 31, 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 FASB issued 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.
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 Summary of Signi_3

Overview and Summary of Significant Accounting Policies (Tables)	12 Months Ended
	Dec. 31, 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 Consolidated Balance Sheets that sum to the amounts reported in the Consolidated Statements of Cash Flows (in thousands): December 31, 2020 2019 2018 2017 Cash and cash equivalents $ 103,077 $ 127,246 $ 128,697 $ 343,734 Restricted cash included in "Other current assets" 355 568 149 154 Restricted cash included in "Deferred charges and other assets" 964 1,371 1,385 917 $ 104,396 $ 129,185 $ 130,231 $ 344,805
Schedule of Customer-Acquisition Advertising Costs	Total advertising costs included in the accompanying Consolidated Statements of Operations were as follows (in thousands): Years Ended December 31, 2020 2019 2018 Customer-acquisition advertising costs included in "Direct salaries and related costs" $ 41,196 $ 47,313 $ 49,657

Revenues (Tables)

Revenues (Tables)	12 Months Ended
	Dec. 31, 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 (in thousands): Years Ended December 31, 2020 2019 2018 Amount % Amount % Amount % Americas: Customer experience management solutions and services $ 1,379,792 80.6% $ 1,295,636 80.3% $ 1,329,614 81.8% Other revenues 1,216 0.1% 1,024 0.0% 1,024 0.1% Total Americas 1,381,008 80.7% 1,296,660 80.3% 1,330,638 81.9% EMEA: Customer experience management solutions and services 308,753 18.1% 281,302 17.4% 280,437 17.2% Other revenues 20,485 1.2% 36,711 2.3% 14,517 0.9% Total EMEA 329,238 19.3% 318,013 19.7% 294,954 18.1% Other: Other revenues 15 0.0% 89 0.0% 95 0.0% Total Other 15 0.0% 89 0.0% 95 0.0% $ 1,710,261 100.0% $ 1,614,762 100.0% $ 1,625,687 100.0%
Receivables, Net	The Company’s trade accounts receivable, net, consisted of the following (in thousands): December 31, 2020 2019 Trade accounts receivable, net, current (1) $ 398,112 $ 375,136 Trade accounts receivable, net, noncurrent (2) 30,021 26,496 $ 428,133 $ 401,632 (1) Included in “Receivables, net” in the accompanying Consolidated Balance Sheets. (2) Included in “Deferred charges and other assets” in the accompanying Consolidated Balance Sheets.
Components of Deferred Revenue and Customer Liabilities	Deferred revenue and customer liabilities consisted of the following (in thousands): December 31, 2020 2019 Deferred revenue $ 2,916 $ 3,012 Customer arrangements with termination rights 15,771 15,024 Estimated refund liabilities 6,115 8,585 $ 24,802 $ 26,621

Leases (Tables)

Leases (Tables)	12 Months Ended
	Dec. 31, 2020
Leases [Abstract]
Schedule of Lease	Lease expense for lease payments is recognized on a straight-line basis over the lease term. The components of lease expense were as follows (in thousands): Years Ended December 31, Statement of Operations Location 2020 2019 Operating lease cost General and administrative $ 60,131 $ 59,381 Operating lease cost Direct salaries and related costs 13 186 Short-term lease cost General and administrative 1,659 2,571 Short-term lease cost Direct salaries and related costs 382 32 Variable lease cost General and administrative 4,326 4,608 Sublease income General and administrative (3,498 ) (2,770 ) $ 63,013 $ 64,008 Additional supplemental information related to leases was as follows: December 31, 2020 2019 Weighted average remaining lease term of operating leases 4.3 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 December 31, 2020 were as follows (in thousands): Amount 2021 $ 60,980 2022 47,721 2023 32,007 2024 22,919 2025 14,592 2026 and thereafter 18,797 Total future lease payments 197,016 Less: Imputed interest 14,752 Present value of future lease payments 182,264 Less: Operating lease liabilities 55,928 Long-term operating lease liabilities $ 126,336

Costs Associated with Exit or_2

Costs Associated with Exit or Disposal Activities (Tables)	12 Months Ended
	Dec. 31, 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 December 31, 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 Consolidated Statements of Operations. (2) Included in “ Direct salaries and related costs” in the accompanying Consolidated Statements of Operations .
Summary of Accrued Liability and Related Charges	The following table summarizes the accrued liability and related charges for the years ended December 31, 2020, 2019 and 2018 (in thousands): Americas 2018 Exit Plan Americas 2019 Exit Plan Lease Obligations and Facility Exit Costs Severance and Related Costs Total Severance and Related Costs Total Balance at January 1, 2018 $ — $ — $ — $ — $ — Charges (reversals) included in "Direct salaries and related costs" — 3,429 3,429 — — Charges (reversals) included in "General and administrative" 7,077 1,035 8,112 — — Cash payments (5,643 ) (3,647 ) (9,290 ) — — Balance sheet reclassifications (1) 335 — 335 — — Balance at January 1, 2019 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 ) 2 (2 ) 2,155 2,155 Cash payments (346 ) (810 ) (1,156 ) (1,865 ) (1,865 ) Balance sheet reclassifications (2) (1,338 ) — (1,338 ) — — Balance at December 31, 2019 81 6 87 481 481 Charges (reversals) included in "General and administrative" — — — (2 ) (2 ) Cash payments (47 ) (6 ) (53 ) (479 ) (479 ) Balance at December 31, 2020 $ 34 $ — $ 34 $ — $ — (1) Consists of the reclassification of deferred rent balances to the restructuring liability for locations subject to closure. (2) 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 in the accompanying Consolidated Balance Sheets associated with its Americas 2018 and 2019 Exit Plans (in thousands): Americas 2018 Exit Plan Americas 2019 Exit Plan December 31, 2020 December 31, 2019 December 31, 2020 December 31, 2019 Lease obligations and facility exit costs: Included in "Other accrued expenses and current liabilities" $ 34 $ 54 $ — $ — Included in "Other long-term liabilities" — 27 — — 34 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 $ 34 $ 87 $ — $ 481

Fair Value (Tables)

Fair Value (Tables)	12 Months Ended
	Dec. 31, 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 December 31, 2020 Level 1 Level 2 Level 3 Assets: Foreign currency contracts (1) $ 337 $ — $ 337 $ — Equity investments held in rabbi trust for the Deferred Compensation Plan (2) 11,263 11,263 — — Debt investments held in rabbi trust for the Deferred Compensation Plan (2) 5,517 5,517 — — $ 17,117 $ 16,780 $ 337 $ — Liabilities: Foreign currency contracts (1) $ 2,478 $ — $ 2,478 $ — $ 2,478 $ — $ 2,478 $ — 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 12, Financial Derivatives, for the classification in the accompanying Consolidated Balance Sheets. (2) Included in “Other current assets” in the accompanying Consolidated Balance Sheets. See Note 13, Investments Held in Rabbi Trust.
Rollforward of Net Asset (Liability) Activity of Fair Value of Embedded Derivatives	A rollforward of the net asset (liability) activity in the Company’s fair value of the embedded derivatives was as follows (in thousands) (none in 2020): Years Ended December 31, 2019 2018 Balance at the beginning of the period $ (359 ) $ (527 ) Derecognition of embedded derivatives (1) 359 — (Losses) included in "Other income (expense), net" — (7 ) Settlements — 158 Effect of foreign currency — 17 Balance at the end of the period $ — $ (359 ) Change in unrealized gains (losses) included in "Other income (expense), net" related to embedded derivatives held at the end of the period $ — $ 15 (1) Derecognition upon adoption of ASC 842 on January 1, 2019. See Note 3, Leases, for more information.
Summary of Total Impairment Losses In the Accompanying Consolidated Statements of Operations Related to Nonrecurring Fair Value Measurements of Certain Assets	The following table summarizes the total impairment losses in the accompanying Consolidated Statements of Operations related to nonrecurring fair value measurements of certain assets (no liabilities): Years Ended December 31, 2020 2019 2018 Americas: Property and equipment, net $ 6,716 $ 343 $ 9,401 Operating lease right-of-use assets 12,079 1,368 — 18,795 1,711 9,401 EMEA: Goodwill (1) 21,792 — — Property and equipment, net 346 — — Operating lease right-of-use assets 620 — — 22,758 — — $ 41,553 $ 1,711 $ 9,401 (1) See Note 7, Goodwill and Intangible Assets, for additional information.

Goodwill and Intangible Assets

Goodwill and Intangible Assets (Tables)	12 Months Ended
	Dec. 31, 2020
Goodwill And Intangible Assets Disclosure [Abstract]
Company's Purchased Intangible Assets	The following table presents the Company’s purchased intangible assets as of December 31, 2020 (in thousands): Gross Intangibles Accumulated Amortization Net Intangibles Weighted Average Amortization Period (years) Intangible assets subject to amortization: Customer relationships $ 195,116 $ (133,689 ) $ 61,427 10 Trade names and trademarks 7,918 (3,225 ) 4,693 8 Non-compete agreements 1,100 (712 ) 388 3 Content library 4,851 (551 ) 4,300 5 Proprietary software 870 (835 ) 35 5 209,855 (139,012 ) 70,843 9 Intangible assets not subject to amortization: Domain names 163,132 — 163,132 N/A $ 372,987 $ (139,012 ) $ 233,975 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 December 31, 2020, is as follows (in thousands): Amount 2021 11,760 2022 10,423 2023 8,300 2024 8,065 2025 7,951 2026 and thereafter 24,344
Changes in Goodwill	Changes in goodwill for the year ended December 31, 2020 consisted of the following (in thousands): January Acquisition- Related (1) Impairment (2) Effect of Foreign Currency December 31, 2020 Americas $ 259,953 $ 8,851 $ — $ 668 $ 269,472 EMEA 51,294 — (21,792 ) 435 29,937 $ 311,247 $ 8,851 $ (21,792 ) $ 1,103 $ 299,409 Changes in goodwill for the year ended December 31, 2019 consisted of the following (in thousands): January Acquisition- Related (1) 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 (1) See Note 4, Acquisitions, for further information. The year ended December 31, 2020 includes the goodwill recorded related to the TMC acquisition. The year ended December 31, 2019 includes 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. (2) See Note 7, Goodwill and Intangible Assets, for further information. The year ended December 31, 2020 includes the impairment of a portion of the Symphony reporting unit’s goodwill.

Receivables, Net (Tables)

Receivables, Net (Tables)	12 Months Ended
	Dec. 31, 2020
Receivables [Abstract]
Receivables, Net	Receivables, net consisted of the following (in thousands): December 31, 2020 2019 Trade accounts receivable, current $ 402,904 $ 378,616 Income taxes receivable 2,583 1,571 Other 15,051 13,440 Receivables, gross 420,538 393,627 Less: Allowance for doubtful accounts 4,792 3,480 Receivables, net $ 415,746 $ 390,147 Allowance for doubtful accounts as a percent of trade accounts receivable, current 1.2 % 0.9 %
Short-Term Allowance for Doubtful Accounts	A rollforward of the Company’s short-term allowance for doubtful accounts is outlined below (in thousands): Years Ended December 31, 2020 2019 2018 Balance at the beginning of the period $ 3,480 $ 3,096 $ 2,958 Charged (credited) to costs and expenses 1,685 598 323 Additions (deductions) (1) (373 ) (214 ) (185 ) Balance at the end of the period $ 4,792 $ 3,480 $ 3,096 (1) Net write-offs and recoveries, including the effect of foreign currency translation.

Prepaid Expenses (Tables)

Prepaid Expenses (Tables)	12 Months Ended
	Dec. 31, 2020
Text Block [Abstract]
Prepaid Expenses, Net	Prepaid expenses consisted of the following (in thousands): December 31, 2020 2019 Prepaid maintenance $ 6,012 $ 6,218 Prepaid insurance 5,623 5,321 Prepaid software 4,520 4,236 Prepaid other 5,193 5,093 $ 21,348 $ 20,868

Other Current Assets (Tables)

Other Current Assets (Tables)	12 Months Ended
	Dec. 31, 2020
Deferred Costs Capitalized Prepaid And Other Assets Disclosure [Abstract]
Other Current Assets, Net	Other current assets consisted of the following (in thousands): December 31, 2020 2019 Investments held in rabbi trust (Note 13) $ 16,780 $ 13,927 Financial derivatives (Note 12) 337 3,373 Other current assets 2,601 3,225 $ 19,718 $ 20,525

Financial Derivatives (Tables)

Financial Derivatives (Tables)	12 Months Ended
	Dec. 31, 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 AOCI in the accompanying Consolidated Balance Sheets were as follows (in thousands): December 31, 2020 2019 Deferred gains (losses) in AOCI $ (2,188 ) $ 2,221 Tax on deferred gains (losses) in AOCI (3 ) 69 Deferred gains (losses) in AOCI, net of taxes $ (2,191 ) $ 2,290 Deferred gains (losses) expected to be reclassified to "Revenues" from AOCI during the next twelve months $ (2,188 )
Outstanding Foreign Currency Forward Contracts and Options	The Company had the following outstanding foreign currency forward contracts and options (in thousands): December 31, 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 $ 12,000 June 2021 $ 74,000 December 2020 Forwards: US Dollars/Costa Rican Colones 36,000 December 2021 42,000 December 2020 Non-designated hedges: Forwards 12,439 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 Consolidated Balance Sheets (in thousands): Derivative Assets Balance Sheet Location December 31, 2020 December 31, 2019 Derivatives designated as cash flow hedging instruments: Foreign currency contracts Other current assets $ 154 $ 3,051 Derivatives not designated as hedging instruments: Foreign currency contracts Other current assets 183 322 Foreign currency contracts Deferred charges and other assets — 234 Total derivative assets $ 337 $ 3,607 Derivative Liabilities Balance Sheet Location December 31, 2020 December 31, 2019 Derivatives designated as cash flow hedging instruments: Foreign currency contracts Other accrued expenses and current liabilities $ 2,253 $ 138 Derivatives not designated as hedging instruments: Foreign currency contracts Other accrued expenses and current liabilities 225 113 Total derivative liabilities $ 2,478 $ 251
Effect of the Company's Derivative Instruments	The following table presents the effect of the Company’s derivative instruments included in the accompanying Consolidated Financial Statements (in thousands): Location of Gains Years Ended December 31, (Losses) in Net Income 2020 2019 2018 Revenues $ 1,710,261 $ 1,614,762 $ 1,625,687 Derivatives designated as cash flow hedging instruments: Gains (losses) recognized in AOCI: Foreign currency contracts $ (839 ) $ 6,978 $ (4,259 ) Gains (losses) reclassified from AOCI: Foreign currency contracts Revenues 3,596 2,808 (54 ) Derivatives not designated as hedging instruments: Gains (losses) recognized from foreign currency contracts Other income (expense), net $ (673 ) $ (674 ) $ (1,744 ) Gains (losses) recognized from embedded derivatives Other income (expense), net — — (7 ) $ (673 ) $ (674 ) $ (1,751 )

Investments Held in Rabbi Tru_2

Investments Held in Rabbi Trust (Tables)	12 Months Ended
	Dec. 31, 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 Consolidated Balance Sheets, at fair value, consisted of the following (in thousands): December 31, 2020 December 31, 2019 Cost Fair Value Cost Fair Value Mutual funds $ 10,332 $ 16,780 $ 9,777 $ 13,927
Components of Investment Gains (Losses), Included in Other Income (Expense), Net in Accompanying Consolidated Statements of Operations	The mutual funds held in the rabbi trust were 67% equity-based and 33% debt-based as of December 31, 2020. Net investment gains (losses), included in “Other income (expense), net” in the accompanying Consolidated Statements of Operations consisted of the following (in thousands): Years Ended December 31, 2020 2019 2018 Net realized gains (losses) from sale of trading securities $ 242 $ 143 $ 10 Dividend and interest income 422 419 635 Net unrealized holding gains (losses) 1,645 1,817 (1,512 ) $ 2,309 $ 2,379 $ (867 )

Property and Equipment, Net (Ta

Property and Equipment, Net (Tables)	12 Months Ended
	Dec. 31, 2020
Property Plant And Equipment [Abstract]
Property and Equipment, Net	Property and equipment, net consisted of the following (in thousands): December 31, 2020 2019 Land $ 1,382 $ 1,949 Buildings and leasehold improvements 127,355 138,755 Equipment, furniture and fixtures 319,566 307,559 Capitalized internally developed software costs 43,816 38,466 Transportation equipment 649 613 Construction in progress 4,998 5,037 497,766 492,379 Less: Accumulated depreciation 376,682 366,389 $ 121,084 $ 125,990
Capitalized Internally Developed Software, Net of Depreciation	Capitalized internally developed software, net of depreciation, included in “Property and equipment, net” in the accompanying Consolidated Balance Sheets was as follows (in thousands): December 31, 2020 2019 Capitalized internally developed software costs, net $ 16,043 $ 14,353

Deferred Charges and Other As_2

Deferred Charges and Other Assets (Tables)	12 Months Ended
	Dec. 31, 2020
Deferred Costs Capitalized Prepaid And Other Assets Disclosure [Abstract]
Components of Deferred Charges and Other Assets	Deferred charges and other assets consisted of the following (in thousands): December 31, 2020 2019 Trade accounts receivable, net, noncurrent (Note 2) $ 30,021 $ 26,496 Equity method investments (Note 1) 9,512 9,254 Net deferred tax assets, noncurrent (Note 20) 9,395 6,774 Rent and other deposits 6,210 6,106 Value added tax receivables, net, noncurrent 590 592 Other 6,854 6,723 $ 62,582 $ 55,945

Accrued Employee Compensation_2

Accrued Employee Compensation and Benefits (Tables)	12 Months Ended
	Dec. 31, 2020
Text Block [Abstract]
Components of Accrued Employee Compensation and Benefits	December 31, 2020 2019 Accrued compensation $ 44,988 $ 38,671 Accrued employment taxes (1) 37,735 16,468 Accrued bonus and commissions 33,370 27,039 Accrued vacation 24,721 20,647 Other 6,398 6,766 $ 147,212 $ 109,591 (1) Amount includes $17.6 million of payroll taxes deferred as of December 31, 2020, under the Coronavirus Aid, Relief and Economic Security Act, which the Company intends to pay within the next twelve months.

Other Accrued Expenses and Cu_2

Other Accrued Expenses and Current Liabilities (Tables)	12 Months Ended
	Dec. 31, 2020
Payables And Accruals [Abstract]
Other Accrued Expenses and Current Liabilities	Other accrued expenses and current liabilities consisted of the following (in thousands): December 31, 2020 2019 Deferred Symphony acquisition purchase price (Note 4) $ 3,624 $ 3,517 Accrued legal and professional fees 3,594 3,860 Accrued customer-acquisition advertising costs (Note 1) 3,447 3,745 Accrued purchases 3,207 4,328 Financial derivatives (Note 12) 2,478 251 Accrued software costs 2,341 1,200 Accrued telephone charges 1,667 1,605 Accrued roadside assistance claim costs 1,632 1,709 Other 10,004 9,115 $ 31,994 $ 29,330

Borrowings (Tables)

Borrowings (Tables)	12 Months Ended
	Dec. 31, 2020
Debt Disclosure [Abstract]
Information Related to Credit Agreements	The following table presents information related to our credit agreements (dollars in thousands): Years Ended December 31, 2020 2019 2018 Average daily utilization $ 45,779 $ 87,800 $ 106,189 Interest expense (1) $ 1,399 $ 3,465 $ 3,817 Weighted average interest rate (1) 3.1 % 3.9 % 3.6 % (1) Excludes the amortization of deferred loan fees and includes the commitment fee.

Accumulated Other Comprehensi_2

Accumulated Other Comprehensive Income (Loss) (Tables)	12 Months Ended
	Dec. 31, 2020
Equity [Abstract]
Components of Accumulated Other Comprehensive Income (Loss)	The components of accumulated other comprehensive income (loss) consisted of the following (in thousands): Foreign Currency Translation Adjustments Unrealized Gain (Loss) on Net Investment Hedge Unrealized Gain (Loss) on Cash Flow Hedging Instruments Unrealized Actuarial Gain (Loss) Related to Pension Liability Unrealized Gain (Loss) on Postretirement Obligation Total Balance at January 1, 2018 $ (36,315 ) $ 1,046 $ 2,471 $ 1,574 $ 120 $ (31,104 ) Pre-tax amount (22,158 ) — (4,287 ) 783 — (25,662 ) Tax (provision) benefit — — 84 47 — 131 Reclassification of (gain) loss to net income — — 6 (66 ) (80 ) (140 ) Foreign currency translation 220 — (138 ) (82 ) — — Balance at December 31, 2018 (58,253 ) 1,046 (1,864 ) 2,256 40 (56,775 ) Pre-tax amount 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 12,461 — (839 ) (1,914 ) — 9,708 Tax (provision) benefit — — (253 ) 182 — (71 ) Reclassification of (gain) loss to net income — — (3,418 ) (129 ) (88 ) (3,635 ) Foreign currency translation (162 ) — 29 133 — — Balance at December 31, 2020 $ (40,450 ) $ 1,046 $ (2,191 ) $ 596 $ — $ (40,999 )
Amounts Reclassified to Net Income from Accumulated Other Comprehensive Income (Loss)	The following table summarizes the amounts reclassified to net income from accumulated other comprehensive income (loss) and the associated line item in the accompanying Consolidated Statements of Operations (in thousands): Years Ended December 31, Statements Operations 2020 2019 2018 Location Gain (loss) on cash flow hedging instruments: (1) Pre-tax amount $ 3,596 $ 2,808 $ (54 ) Revenues Tax (provision) benefit (178 ) (89 ) 48 Income taxes Reclassification to net income 3,418 2,719 (6 ) Actuarial gain (loss) related to pension liability: (2) Pre-tax amount 95 86 58 Other income (expense), net Tax (provision) benefit 34 14 8 Income taxes Reclassification to net income 129 100 66 Gain (loss) on postretirement obligation: (2)(3) Reclassification to net income 88 (48 ) 80 Other income (expense), net $ 3,635 $ 2,771 $ 140 (1) See Note 12, Financial Derivatives, for further information. (2) See Note 23, Defined Benefit Pension Plan and Postretirement Benefits, for further information. (3) No related tax (provision) benefit.

Income Taxes (Tables)

Income Taxes (Tables)	12 Months Ended
	Dec. 31, 2020
Income Tax Disclosure [Abstract]
Income From Continuing Operations Before Income Taxes	The Company’s income before income taxes consisted of the following (in thousands): Years Ended December 31, 2020 2019 2018 Domestic (U.S., state and local) $ 43,472 $ 38,672 $ 6,971 Foreign 37,095 47,251 49,946 $ 80,567 $ 85,923 $ 56,917
Significant Components of Income Tax Provision	Significant components of the income tax provision were as follows (in thousands): Years Ended December 31, 2020 2019 2018 Current: U.S. federal $ 11,141 $ 8,190 $ (492 ) State and local 2,124 1,506 54 Foreign 16,519 11,864 9,938 Total current provision for income taxes 29,784 21,560 9,500 Deferred: U.S. federal $ (2,609 ) $ (1,238 ) $ (498 ) State and local (572 ) 14 (85 ) Foreign (2,468 ) 1,506 (926 ) Total deferred provision (benefit) for income taxes (5,649 ) 282 (1,509 ) $ 24,135 $ 21,842 $ 7,991
Significant Portions of Deferred Income Tax Provision (Benefit) Due to Temporary Differences	The temporary differences that gave rise to significant portions of the deferred income tax provision (benefit) were as follows (in thousands): Years Ended December 31, 2020 2019 2018 Net operating loss and tax credit carryforwards $ (248 ) $ 21,846 $ (613 ) Accrued expenses/liabilities (5,610 ) 2,166 (2,512 ) Depreciation and amortization 132 (5,864 ) 101 Valuation allowance (491 ) (19,006 ) 1,558 Deferred statutory income 668 846 6 Other (100 ) 294 (49 ) $ (5,649 ) $ 282 $ (1,509 )
Reconciliation of Income Tax Provision	The reconciliation of the income tax provision computed at the U.S. federal statutory tax rate to the Company’s effective income tax provision was as follows (in thousands): Years Ended December 31, 2020 2019 2018 Tax at U.S. federal statutory tax rate $ 16,919 $ 18,044 $ 11,953 State income taxes, net of federal tax benefit 1,552 1,520 (31 ) Foreign rate differential (6,636 ) (5,119 ) (4,620 ) Tax holidays (3,837 ) (3,080 ) (4,050 ) Permanent differences 15,261 13,257 12,150 Tax credits (8,818 ) (8,218 ) (8,979 ) Foreign withholding and other taxes 2,734 2,834 (840 ) Valuation allowance 906 781 1,549 Uncertain tax positions 1,233 402 771 Change in assertion related to foreign earnings distribution — 952 — Goodwill impairment 4,316 — — 2017 Tax Reform Act — — (217 ) Other 505 469 305 Total provision for income taxes $ 24,135 $ 21,842 $ 7,991
Significant Portions of Deferred Tax Assets and Liabilities Due to Temporary Differences	The temporary differences that gave rise to significant portions of the deferred tax assets and liabilities are presented below (in thousands): December 31, 2020 2019 Deferred tax assets: Net operating loss and tax credit carryforwards $ 13,689 $ 13,310 Valuation allowance (12,178 ) (12,666 ) Accrued expenses 14,049 9,798 Deferred revenue and customer liabilities 2,745 3,346 Depreciation and amortization 3,980 3,224 Other 315 129 22,600 17,141 Deferred tax liabilities: Depreciation and amortization (15,698 ) (14,919 ) Deferred statutory income (1,000 ) (862 ) Accrued liabilities (3,150 ) (4,384 ) Other (243 ) (189 ) (20,091 ) (20,354 ) Net deferred tax assets (liabilities) $ 2,509 $ (3,213 )
Schedule of Deferred Tax Assets and Liabilities Classifications	Classified as follows: Deferred charges and other assets (Note 15) $ 9,395 $ 6,774 Other long-term liabilities (6,886 ) (9,987 ) Net deferred tax assets (liabilities) $ 2,509 $ (3,213 )
Schedule of changes in valuation allowance for deferred tax assets	The Company’s valuation allowance for net deferred tax assets were as follows (in thousands): Years Ended December 31, 2020 2019 2018 Balance at the beginning of the period $ 12,666 $ 32,299 $ 32,443 Charged (credited) to costs and expenses (488 ) (19,633 ) (144 ) Balance at the end of the period $ 12,178 $ 12,666 $ 32,299
Reconciliation of Amounts of Unrecognized Net Tax Benefits	The tabular reconciliation of the amounts of unrecognized net tax benefits is presented below (in thousands): Years Ended December 31, 2020 2019 2018 Balance at the beginning of the period $ 2,711 $ 2,720 $ 1,342 Current period tax position increases 496 — 2,950 Decreases from settlements with tax authorities — — (191 ) Decreases due to lapse in applicable statute of limitations — — (1,310 ) Foreign currency translation increases (decreases) (12 ) (9 ) (71 ) Balance at the end of the period $ 3,195 $ 2,711 $ 2,720

Earnings Per Share (Tables)

Earnings Per Share (Tables)	12 Months Ended
	Dec. 31, 2020
Earnings Per Share [Abstract]
Number of Shares Used in Earnings Per Share Computation	The number of shares used in the earnings per share computation were as follows (in thousands): Years Ended December 31, 2020 2019 2018 Basic: Weighted average common shares outstanding 40,255 41,649 42,090 Diluted: Dilutive effect of stock appreciation rights, restricted stock, restricted stock units and shares held in rabbi trust 225 153 156 Total weighted average diluted shares outstanding 40,480 41,802 42,246 Anti-dilutive shares excluded from the diluted earnings per share calculation 12 69 44
Shares Repurchased	The shares repurchased under the Company’s 2011 Share Repurchase Program were as follows (none in 2018) (in thousands, except per share amounts): Total Number of Total Cost of Shares Range of Prices Paid Per Share Shares For the Year Ended Repurchased Low High Repurchased December 31, 2020 1,860 $ 23.33 $ 33.21 $ 52,176 December 31, 2019 1,140 24.72 28.00 30,281

Commitments and Loss Continge_2

Commitments and Loss Contingencies (Tables)	12 Months Ended
	Dec. 31, 2020
Commitments And Contingencies Disclosure [Abstract]
Schedule of Future Minimum Purchases Remaining under Agreements	The following is a schedule of future minimum purchases remaining under the agreements as of December 31, 2020 (in thousands): Amount 2021 $ 27,338 2022 8,350 2023 1,089 2024 — 2025 — 2026 and thereafter — $ 36,777

Defined Benefit Pension Plan _2

Defined Benefit Pension Plan and Postretirement Benefits (Tables)	12 Months Ended
	Dec. 31, 2020
Compensation And Retirement Disclosure [Abstract]
Reconciliation of the Change in the Benefit Obligation	The following table provides a reconciliation of the change in the benefit obligation, based on the benefits to which the employees are entitled at the expected date of separation, for the Pension Plans and the net amount recognized in the accompanying Consolidated Balance Sheets (in thousands): December 31, 2020 2019 Balance at the beginning of the period $ 3,933 $ 3,282 Service cost 446 405 Interest cost 214 254 Actuarial (gains) losses (1) 1,914 (108 ) Benefits paid (235 ) (22 ) Effect of foreign currency translation 227 122 Balance at the end of the period $ 6,499 $ 3,933 Unfunded status $ (6,499 ) $ (3,933 ) Net amount recognized $ (6,499 ) $ (3,933 ) Amounts recognized in the balance sheet: Other accrued expenses and current liabilities $ 310 $ — Other long-term liabilities 6,189 3,933 $ 6,499 $ 3,933 (1) The actuarial loss for 2020 was primarily due to a reduction in the discount rate and attrition rate from the rates that were used in the preceding year.
Benefit Obligations and Net Periodic Benefit Cost for the Pension Plans	The actuarial assumptions used to determine the benefit obligations and net periodic benefit cost for the Pension Plans were as follows: Years Ended December 31, 2020 2019 2018 Discount rate 3.6-3.9% 5.0-5.3% 7.4-7.5% Rate of compensation increase 1.4-1.6% 1.4 % 2.0 %
Net Periodic Benefit Cost and Other Accumulated Comprehensive Income for Pension Plans	The following table provides information about the net periodic benefit cost and other accumulated comprehensive income for the Pension Plans (in thousands): Years Ended December 31, 2020 2019 2018 Service cost (1) $ 446 $ 405 $ 448 Interest cost (2) 214 254 196 Recognized actuarial (gains) (2) (95 ) (86 ) (58 ) Net periodic benefit cost 565 573 586 Unrealized net actuarial (gains), net of tax (596 ) (2,324 ) (2,256 ) Total amount recognized in net periodic benefit cost and accumulated other comprehensive income (loss) $ (31 ) $ (1,751 ) $ (1,670 ) (1) Included in “Direct salaries and related costs” and “General and administrative” costs in the accompanying Consolidated Statements of Operations. (2) Included in “Other income (expense), net” in the accompanying Consolidated Statements of Operations.
Estimated Future Benefit Payments for Expected Future Service	The estimated future benefit payments, which reflect expected future service, as appropriate, are as follows (in thousands): Years Ending December 31, Amount 2021 $ 310 2022 67 2023 138 2024 153 2025 129 2026 - 2030 1,591
Company's Contributions to Employee Retirement Savings Plans	The Company’s contributions included in the accompanying Consolidated Statements of Operations were as follows (in thousands): Years Ended December 31, 2020 2019 2018 401(k) plan contributions $ 2,969 $ 1,714 $ 1,612

Stock-Based Compensation (Table

Stock-Based Compensation (Tables)	12 Months Ended
	Dec. 31, 2020
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): Years Ended December 31, 2020 2019 2018 Stock-based compensation (expense) (1) $ (10,748 ) $ (7,396 ) $ (7,543 ) Income tax benefit (2) 2,580 1,775 1,810 (1) Included in "General and administrative" costs in the accompanying Consolidated Statements of Operations. (2) Included in "Income taxes" in the accompanying Consolidated Statements of Operations.
Stock Appreciation Rights (SARs) [Member] | Equity Incentive Plan [Member]
Summary of Assumptions Used to Estimate Fair Value	The following table summarizes the assumptions used to estimate the fair value of SARs granted (none in 2020 or 2019): Year Ended December 31, 2018 Expected volatility 21.4 % Weighted-average volatility 21.4 % Expected dividend rate 0.0 % Expected term (in years) 5.0 Risk-free rate 2.5 %
Summary of Stock Appreciation Rights Activity	The following table summarizes SARs activity as of December 31, 2020 and for the year then ended: Stock Appreciation Rights Shares (000s) Weighted Average Exercise Price Weighted Average Remaining Contractual Term (in years) Aggregate Intrinsic Value (000s) Balance at the beginning of the period 340 $ — Granted — $ — Exercised (222 ) $ — Forfeited or expired — $ — Balance at the end of the period 118 $ — 7.1 $ 1,081 Vested or expected to vest at the end of the period 118 $ — 7.1 $ 1,081 Exercisable at the end of the period 27 $ — 5.9 $ 214
Summary of Weighted Average Grant-Date Fair Value of Common Stock Units and Share Awards Granted and Vested	The following table summarizes information regarding SARs granted and exercised (in thousands, except per SAR amounts): Years Ended December 31, 2020 2019 2018 Number of SARs granted — — 333 Weighted average grant-date fair value per SAR $ — $ — $ 6.84 Intrinsic value of SARs exercised $ 2,236 $ 4,893 $ 320 Fair value of SARs vested $ 1,230 $ 2,053 $ 1,950
Summary of Nonvested Common Stock Units and Share Awards	The following table summarizes nonvested SARs activity as of December 31, 2020 and for the year then ended: Nonvested Stock Appreciation Rights Shares (000s) Weighted Average Grant-Date Fair Value Balance at the beginning of the period 279 $ 6.63 Granted — $ — Vested (188 ) $ 6.53 Forfeited or expired — $ — Balance at the end of the period 91 $ 6.84
Restricted Shares and Restricted Stock Units (RSU's) [Member] | Equity Incentive Plan [Member]
Summary of Weighted Average Grant-Date Fair Value of Common Stock Units and Share Awards Granted and Vested	The following table summarizes information regarding restricted shares/RSUs granted and vested (in thousands, except per restricted share/RSU amounts): Years Ended December 31, 2020 2019 2018 Number of restricted shares/RSUs granted 633 508 492 Weighted average grant-date fair value per restricted share/RSU $ 25.60 $ 28.43 $ 28.16 Fair value of restricted shares/RSUs vested $ 3,774 $ 3,647 $ 8,342
Summary of Nonvested Common Stock Units and Share Awards	The following table summarizes nonvested restricted shares/RSUs activity as of December 31, 2020 and for the year then ended: Nonvested Restricted Shares and RSUs Shares (000s) Weighted Average Grant-Date Fair Value Balance at the beginning of the period 1,148 $ 28.61 Granted 633 $ 25.60 Vested (131 ) $ 28.82 Forfeited or expired (266 ) $ 29.39 Balance at the end of the period (1) 1,384 $ 27.06 (1) Comprised of 76% of performance-based nonvested restricted shares/RSUs and 24% of employment-based nonvested restricted shares/RSUs.
Restricted Shares and Restricted Stock Units (RSU's) [Member] | Acquisition-Related Restricted Shares [Member] | Symphony [Member]
Summary of Weighted Average Grant-Date Fair Value of Common Stock Units and Share Awards Granted and Vested	The following table summarizes information regarding acquisition-related RSUs granted and vested (in thousands, except per restricted share/RSU amounts): Years Ended December 31, 2020 2019 2018 Number of restricted shares/RSUs granted — — 124 Weighted average grant-date fair value per restricted share/RSU $ — $ — $ 30.67 Fair value of restricted shares/RSUs vested $ 1,364 $ 1,091 $ —
Summary of Nonvested Common Stock Units and Share Awards	The following table summarizes nonvested acquisition-related RSUs activity as of December 31, 2020 and for the year then ended: Nonvested Restricted Shares and RSUs Shares (000s) Weighted Average Grant-Date Fair Value Balance at the beginning of the period 88 $ 30.67 Granted — $ — Vested (44 ) $ 30.67 Forfeited or expired — $ — Balance at the end of the period 44 $ 30.67
Common Stock Awards [Member] | Non-Employee Director Compensation [Member]
Summary of Weighted Average Grant-Date Fair Value of Common Stock Units and Share Awards Granted and Vested	The following table summarizes information regarding common stock share awards granted and vested (in thousands, except per share award amounts): Years Ended December 31, 2020 2019 2018 Number of share awards granted 32 34 34 Weighted average grant-date fair value per share award $ 25.00 $ 25.41 $ 27.68 Fair value of share awards vested $ 840 $ 840 $ 880
Summary of Nonvested Common Stock Units and Share Awards	The following table summarizes nonvested common stock share award activity as of December 31, 2020 and for the year then ended: Nonvested Common Stock Share Awards Shares (000s) Weighted Average Grant-Date Fair Value Balance at the beginning of the period 11 $ 25.61 Granted 32 $ 25.00 Vested (34 ) $ 25.16 Forfeited or expired — $ — Balance at the end of the period 9 $ 25.10
Common Stock Awards [Member] | Deferred Compensation Plan [Member]
Summary of Weighted Average Grant-Date Fair Value of Common Stock Units and Share Awards Granted and Vested	The following table summarizes information regarding shares of common stock granted and vested (in thousands, except per common stock amounts): Years Ended December 31, 2020 2019 2018 Number of shares of common stock granted 15 16 16 Weighted average grant-date fair value per common stock $ 28.93 $ 29.10 $ 28.48 Fair value of common stock vested $ 349 $ 320 $ 315 Cash used to settle the obligation $ 188 $ 366 $ 804
Summary of Nonvested Common Stock Units and Share Awards	The following table summarizes nonvested common stock activity as of December 31, 2020 and for the year then ended: Nonvested Common Stock Shares (000s) Weighted Average Grant-Date Fair Value Balance at the beginning of the period 11 $ 29.24 Granted 15 $ 28.93 Vested (12 ) $ 28.68 Forfeited or expired (2 ) $ 28.55 Balance at the end of the period 12 $ 29.50

Segments and Geographic Infor_2

Segments and Geographic Information (Tables)	12 Months Ended
	Dec. 31, 2020
Company's Reportable Segments	Information about the Company’s reportable segments is as follows (in thousands): Americas EMEA Other (1) Consolidated Year Ended December 31, 2020: Revenues $ 1,381,008 $ 329,238 $ 15 $ 1,710,261 Percentage of revenues 80.7 % 19.3 % 0.0 % 100.0 % Depreciation, net $ 40,903 $ 7,586 $ 2,929 $ 51,418 Amortization of intangibles $ 10,654 $ 3,349 $ — $ 14,003 Income (loss) from operations $ 153,711 $ 1,667 $ (73,594 ) $ 81,784 Total other income (expense), net (1,217 ) (1,217 ) Income taxes (24,135 ) (24,135 ) Net income $ 56,432 Year Ended December 31, 2019: Revenues $ 1,296,660 $ 318,013 $ 89 $ 1,614,762 Percentage of revenues 80.3 % 19.7 % 0.0 % 100.0 % Depreciation, net $ 42,386 $ 6,521 $ 3,009 $ 51,916 Amortization of intangibles $ 13,304 $ 3,335 $ — $ 16,639 Income (loss) from operations $ 134,948 $ 17,918 $ (63,066 ) $ 89,800 Total other income (expense), net (3,877 ) (3,877 ) Income taxes (21,842 ) (21,842 ) Net income $ 64,081 Year Ended December 31, 2018: Revenues $ 1,330,638 $ 294,954 $ 95 $ 1,625,687 Percentage of revenues 81.9 % 18.1 % 0.0 % 100.0 % Depreciation, net $ 48,378 $ 5,952 $ 3,020 $ 57,350 Amortization of intangibles $ 14,287 $ 1,255 $ — $ 15,542 Income (loss) from operations $ 108,021 $ 16,507 $ (61,326 ) $ 63,202 Total other income (expense), net (6,285 ) (6,285 ) Income taxes (7,991 ) (7,991 ) Net income $ 48,926 (1) Other items (including corporate and other costs, other income and expense, and income taxes) are shown for purposes of reconciling to the Company’s consolidated totals as shown in the tables above. Inter-segment revenues are not material to the Americas and EMEA segment results.
Operations by Geographic Location	The following table represents a disaggregation of revenue from contracts with customers by delivery location (in thousands): Years Ended December 31, 2020 2019 2018 Americas: United States $ 647,497 $ 614,493 $ 668,580 The Philippines 267,965 250,888 231,966 Costa Rica 151,753 127,078 127,963 Canada 102,714 99,037 102,353 El Salvador 71,591 81,195 81,156 Other 139,488 123,969 118,620 Total Americas 1,381,008 1,296,660 1,330,638 EMEA: Germany 101,868 94,166 91,703 Other 227,370 223,847 203,251 Total EMEA 329,238 318,013 294,954 Total Other 15 89 95 $ 1,710,261 $ 1,614,762 $ 1,625,687 The Company’s property and equipment, net, and ROU assets by geographic location were as follows (in thousands): December 31, 2020 2019 Americas: United States $ 92,332 $ 128,325 The Philippines 51,251 60,475 Costa Rica 19,936 23,575 Canada 9,241 7,557 El Salvador 14,697 18,478 Other 35,797 33,382 Total Americas 223,254 271,792 EMEA: Germany 7,640 7,895 Other 34,460 33,413 Total EMEA 42,100 41,308 Total Other 14,596 18,002 $ 279,950 $ 331,102
Other than AT&T Corporation [Member]
Revenues by Segment from Major Customers	Other than AT&T Corporation which represented 10.1% of consolidated revenues in 2018 and is shown in the table above, total revenues by segment of the Company’s clients that each individually represents 10% or greater of that segment’s revenues in each of the periods were as follows (in thousands): Years Ended December 31, 2020 2019 2018 Amount % Amount % Amount % Americas $ — 0.0% $ — 0.0% $ — 0.0% EMEA 110,895 33.7% 40,138 12.6% 104,856 35.5% $ 110,895 6.5% $ 40,138 2.5% $ 104,856 6.4%
Next Largest Client [Member]
Revenues by Segment from Major Customers	Total revenues by segment from the Company’s largest client, which was in the financial services vertical in 2020 and 2019 and the communications vertical in 2018, were as follows (in thousands): Years Ended December 31, 2020 2019 2018 Amount % Amount % Amount % Americas $ 117,893 8.5% $ 111,131 8.6% $ 164,793 12.4% EMEA — 0.0% — 0.0% 179 0.1% $ 117,893 6.9% $ 111,131 6.9% $ 164,972 10.1%

Other Income (Expense) (Tables)

Other Income (Expense) (Tables)	12 Months Ended
	Dec. 31, 2020
Other Income And Expenses [Abstract]
Other Income (Expense), Net	Other income (expense), net consisted of the following (in thousands): Years Ended December 31, 2020 2019 2018 Foreign currency transaction gains (losses) $ (1,645 ) $ (1,262 ) $ 2,029 Gains (losses) on derivative instruments not designated as hedges (673 ) (674 ) (1,751 ) Net investment gains (losses) on investments held in rabbi trust 2,309 2,379 (867 ) Other miscellaneous income (expense) (40 ) (857 ) (1,659 ) $ (49 ) $ (414 ) $ (2,248 )

Overview and Summary of Signi_4

Overview and Summary of Significant Accounting Policies - Additional Information (Detail) $ in Thousands	1 Months Ended		12 Months Ended
	Aug. 31, 2018USD ($)	Jul. 31, 2017USD ($)	Dec. 31, 2020USD ($)SegmentSeat	Dec. 31, 2019USD ($)	Dec. 31, 2018USD ($)	Jan. 01, 2020USD ($)	Dec. 31, 2017USD ($)
Organization Consolidation And Presentation Of Financial Statements [Line Items]
Number of reportable segments | Segment			2
Description of agent distribution during COVID-19			As of January 2021, approximately 95% of agents assigned to the Company’s brick-and-mortar facilities are working at its centers or from home across the world with 70% having transitioned to a work-at-home model. Approximately 5% of our agents lack the technical infrastructure to work from home.
Number of seats transitioned to at home | Seat			3,200
Impairment of operating lease right-of-use assets			$ 12,700
Impairment of property and equipment, net			$ 7,100
Percentage of revenues			100.00%	100.00%	100.00%
Stated contract term			30 days to six years
Non-cancelable contract term			Varying periods typically up to 180 days
Description of payment terms			Invoices are generally issued on a monthly basis as control transfers and payment is typically due within 30 or 60 days of the invoice date.
Cash and cash equivalents			$ 103,077	$ 127,246	$ 128,697		$ 343,734
Tax position measurement			Greater than 50%
Equity method investment			$ 9,512	9,254
Gain on dilution of equity method investment			$ 1,357
Equity method investment payment					5,000
Advertising costs policy			Expensed as incurred
Cumulative Effect, Period of Adoption, Adjustment [Member]
Organization Consolidation And Presentation Of Financial Statements [Line Items]
Cumulative effect of accounting change					110		3,019
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		$ 3,019
Accounting Standards Update 2016-13
Organization Consolidation And Presentation Of Financial Statements [Line Items]
ASU adoption status			true
ASU adoption approach			syke:AccountingStandardUpdate201613ModifiedRetrospectiveMember
ASU adoption date			Jan. 1, 2020
Accounting Standards Update 2016-13 | 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
Organization Consolidation And Presentation Of Financial Statements [Line Items]
ASU adoption status			true
ASU adoption date			Jan. 1, 2020
Change in accounting principle, accounting standards update, immaterial effect			true
Accounting Standards Update 2018-14
Organization Consolidation And Presentation Of Financial Statements [Line Items]
ASU adoption status			true
ASU adoption date			Dec. 31, 2020
Change in accounting principle, accounting standards update, immaterial effect			true
Accounting Standards Update 2018-13
Organization Consolidation And Presentation Of Financial Statements [Line Items]
ASU adoption status			true
ASU adoption date			Jan. 1, 2020
Change in accounting principle, accounting standards update, immaterial effect			true
Accounting Standards Update 2018-15
Organization Consolidation And Presentation Of Financial Statements [Line Items]
ASU adoption status			true
ASU adoption approach			syke:AccountingStandardUpdate201815ProspectiveMember
ASU adoption date			Jan. 1, 2020
Change in accounting principle, accounting standards update, immaterial effect			true
Minimum [Member] | Foreign Currency Contracts [Member]
Organization Consolidation And Presentation Of Financial Statements [Line Items]
Forward contracts and options expiring period			1 month
Maximum [Member] | Foreign Currency Contracts [Member]
Organization Consolidation And Presentation Of Financial Statements [Line Items]
Forward contracts and options expiring period			24 months
XSell Technologies Inc [Member]
Organization Consolidation And Presentation Of Financial Statements [Line Items]
Equity method investment, ownership percentage		32.80%	26.50%
Equity method investment payment	$ 5,000	$ 5,000
XSell Technologies Inc [Member] | Other Income (Expense), Net [Member]
Organization Consolidation And Presentation Of Financial Statements [Line Items]
Gain on dilution of equity method investment			$ 1,400
Deferred Charges and Other Assets [Member] | XSell Technologies Inc [Member]
Organization Consolidation And Presentation Of Financial Statements [Line Items]
Equity method investment		$ 10,000	8,900	8,700
International Operations [Member]
Organization Consolidation And Presentation Of Financial Statements [Line Items]
Cash and cash equivalents			$ 86,700	$ 125,300
Customer Experience Management Solutions and Services [Member]
Organization Consolidation And Presentation Of Financial Statements [Line Items]
Percentage of revenues			98.70%	97.70%	99.00%

Overview and Summary of Signi_5

Overview and Summary of Significant Accounting Policies - Summary of Cash and Cash Equivalents and Restricted Cash (Detail) - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018	Dec. 31, 2017
Restricted Cash and Cash Equivalents Items [Line Items]
Cash and cash equivalents	$ 103,077	$ 127,246	$ 128,697	$ 343,734
Cash and Cash Equivalents and Restricted Cash	104,396	129,185	130,231	344,805
Other Current Assets [Member]
Restricted Cash and Cash Equivalents Items [Line Items]
Restricted cash included in "Other current assets"	355	568	149	154
Deferred Charges and Other Assets [Member]
Restricted Cash and Cash Equivalents Items [Line Items]
Restricted cash included in "Deferred charges and other assets"	$ 964	$ 1,371	$ 1,385	$ 917

Overview and Summary of Signi_6

Overview and Summary of Significant Accounting Policies - Schedule of Total Advertising Costs Included in Consolidated Statements of Operations (Detail) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Direct Salaries and Related Costs [Member]
Organization Consolidation And Presentation Of Financial Statements [Line Items]
Customer-acquisition advertising costs	$ 41,196	$ 47,313	$ 49,657

Revenues - Additional Informati

Revenues - Additional Information (Detail) - USD ($) $ in Thousands	Jan. 01, 2018	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018	Dec. 31, 2017
Revenue Initial Application Period Cumulative Effect Transition [Line Items]
Deferred revenue recognized in the period		$ 3,000	$ 3,700
Revenue remaining performance obligation expected timing of satisfaction explanation		The Company expects to recognize the majority of its deferred revenue as of December 31, 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.
Cumulative Effect, Period of Adoption, Adjustment [Member]
Revenue Initial Application Period Cumulative Effect Transition [Line Items]
Cumulative effect of accounting change				$ 110	$ 3,019
Retained Earnings [Member] | Cumulative Effect, Period of Adoption, Adjustment [Member]
Revenue Initial Application Period Cumulative Effect Transition [Line Items]
Cumulative effect of accounting change				$ 110	$ 3,019
Accounting Standards Update 2014-09 [Member]
Revenue Initial Application Period Cumulative Effect Transition [Line Items]
ASU adoption status	true
ASU adoption date	Jan. 1, 2018
ASU adoption approach	syke:AccountingStandardsUpdate201409ModifiedRetrospectiveMember
Accounting Standards Update 2014-09 [Member] | Retained Earnings [Member] | Cumulative Effect, Period of Adoption, Adjustment [Member]
Revenue Initial Application Period Cumulative Effect Transition [Line Items]
Cumulative effect of accounting change	$ 3,000

Revenues - Revenues from Contra

Revenues - Revenues from Contracts with Customers Disaggregated by Service Type (Detail) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Disaggregation of Revenue [Line Items]
Revenues	$ 1,710,261	$ 1,614,762	$ 1,625,687
% of Revenues	100.00%	100.00%	100.00%
Customer Experience Management Solutions and Services [Member]
Disaggregation of Revenue [Line Items]
% of Revenues	98.70%	97.70%	99.00%
Americas [Member]
Disaggregation of Revenue [Line Items]
Revenues	$ 1,381,008	$ 1,296,660	$ 1,330,638
% of Revenues	80.70%	80.30%	81.90%
Americas [Member] | Customer Experience Management Solutions and Services [Member]
Disaggregation of Revenue [Line Items]
Revenues	$ 1,379,792	$ 1,295,636	$ 1,329,614
% of Revenues	80.60%	80.30%	81.80%
Americas [Member] | Other Revenues [Member]
Disaggregation of Revenue [Line Items]
Revenues	$ 1,216	$ 1,024	$ 1,024
% of Revenues	0.10%	0.00%	0.10%
EMEA [Member]
Disaggregation of Revenue [Line Items]
Revenues	$ 329,238	$ 318,013	$ 294,954
% of Revenues	19.30%	19.70%	18.10%
EMEA [Member] | Customer Experience Management Solutions and Services [Member]
Disaggregation of Revenue [Line Items]
Revenues	$ 308,753	$ 281,302	$ 280,437
% of Revenues	18.10%	17.40%	17.20%
EMEA [Member] | Other Revenues [Member]
Disaggregation of Revenue [Line Items]
Revenues	$ 20,485	$ 36,711	$ 14,517
% of Revenues	1.20%	2.30%	0.90%
Other Segment [Member]
Disaggregation of Revenue [Line Items]
Revenues	$ 15	$ 89	$ 95
% of Revenues	0.00%	0.00%	0.00%
Other Segment [Member] | Other Revenues [Member]
Disaggregation of Revenue [Line Items]
Revenues	$ 15	$ 89	$ 95
% of Revenues	0.00%	0.00%	0.00%

Revenues - Summary of Trade Acc

Revenues - Summary of Trade Accounts Receivable, Net (Detail) - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019
Accounts, Notes, Loans and Financing Receivable [Line Items]
Trade accounts receivable, net, noncurrent	$ 30,021	$ 26,496
Trade accounts receivable, net	428,133	401,632
Receivables, Net [Member]
Accounts, Notes, Loans and Financing Receivable [Line Items]
Trade accounts receivable, net, current	398,112	375,136
Deferred Charges and Other Assets [Member]
Accounts, Notes, Loans and Financing Receivable [Line Items]
Trade accounts receivable, net, noncurrent	$ 30,021	$ 26,496

Revenues - Components of Deferr

Revenues - Components of Deferred Revenue and Customer Liabilities (Detail) - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019
Schedule of Deferred Revenue and Customer Liabilities [Line Items]
Deferred revenue and customer liabilities	$ 24,802	$ 26,621
Deferred Revenue and Customer Liabilities [Member]
Schedule of Deferred Revenue and Customer Liabilities [Line Items]
Deferred revenue	2,916	3,012
Customer arrangements with termination rights	15,771	15,024
Estimated refund liabilities	$ 6,115	$ 8,585

Leases - Additional Information

Leases - Additional Information (Detail) - USD ($)	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2018	Dec. 31, 2019	Jan. 01, 2019	Dec. 31, 2017
Lessee Lease Description [Line Items]
Operating lease right-of-use assets	$ 158,866,000		$ 205,112,000
Operating lease, liability	182,264,000
Finance lease	0
Expected contractual sublease income	$ 9,300,000
Rental expense		$ 68,000,000
Minimum [Member]
Lessee Lease Description [Line Items]
Operating lease term of contract	3 years
Operating lease renewal term	1 month
Operating lease remaining lease term	1 month
Maximum [Member]
Lessee Lease Description [Line Items]
Operating lease term of contract	20 years
Operating lease renewal term	5 years
Operating lease remaining lease term	12 years
Cumulative Effect, Period of Adoption, Adjustment [Member]
Lessee Lease Description [Line Items]
Cumulative effect of accounting change		110,000			$ 3,019,000
Retained Earnings [Member] | Cumulative Effect, Period of Adoption, Adjustment [Member]
Lessee Lease Description [Line Items]
Cumulative effect of accounting change		$ 110,000			$ 3,019,000
Accounting Standards Update 2016-02 [Member]
Lessee Lease Description [Line Items]
ASU adoption status	true
ASU adoption date	Jan. 1, 2019
ASU adoption approach	syke:AccountingStandardUpdate201602ModifiedRetrospectiveMember
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 - Components of Lease Ex

Leases - Components of Lease Expense (Detail) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019
Lessee Lease Description [Line Items]
Lease, Cost	$ 63,013	$ 64,008
General and Administrative [Member]
Lessee Lease Description [Line Items]
Operating lease cost	60,131	59,381
Short-term lease cost	1,659	2,571
Variable lease cost	4,326	4,608
Sublease income	(3,498)	(2,770)
Direct Salaries And Related Costs [Member]
Lessee Lease Description [Line Items]
Operating lease cost	13	186
Short-term lease cost	$ 382	$ 32

Leases - Schedule of Additional

Leases - Schedule of Additional Supplemental Information Related to Leases (Detail)	Dec. 31, 2020	Dec. 31, 2019
Leases [Abstract]
Weighted average remaining lease term of operating leases	4 years 3 months 18 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	Dec. 31, 2020	Dec. 31, 2019
Operating Lease Liabilities Payments Due [Abstract]
2021	$ 60,980
2022	47,721
2023	32,007
2024	22,919
2025	14,592
2026 and thereafter	18,797
Total future lease payments	197,016
Less: Imputed interest	14,752
Present value of future lease payments	182,264
Less: Operating lease liabilities	55,928	$ 50,863
Long-term operating lease liabilities	$ 126,336	$ 166,810

Acquisitions - Additional Infor

Acquisitions - Additional Information (Detail) $ in Thousands, £ in Millions, $ in Millions

Oct. 31, 2020USD ($)

Oct. 31, 2020GBP (£)

Oct. 31, 2019USD ($)

Oct. 31, 2019GBP (£)

Nov. 01, 2018USD ($)

Nov. 01, 2018GBP (£)

Oct. 18, 2018

Jul. 09, 2018USD ($)

Jul. 09, 2018AUD ($)

Jul. 31, 2020USD ($)

Jul. 31, 2020AUD ($)

Jul. 31, 2019USD ($)

Jul. 31, 2019AUD ($)

Mar. 31, 2019USD ($)

Mar. 31, 2019GBP (£)

Mar. 31, 2019AUD ($)

Dec. 31, 2020USD ($)

Dec. 31, 2019USD ($)

Dec. 31, 2018USD ($)

Business Acquisition [Line Items]

Proceeds from issuance of long-term debt

$ 91,000

$ 29,000

$ 58,000

Payment of deferred purchase price first installment

88,466

$ 3,133

$ 78,395

Taylor Media Corp [Member]

Business Acquisition [Line Items]

Purchase price

104,800

Payments to acquire businesses, gross

$ 87,200

Effective date of acquisition

Dec. 31, 2020

Business Combination, Consideration Transferred, Liabilities Incurred

$ 17,600

Business Combination, Consideration Transferred, Liabilities Incurred, Outstanding Debt

200

Business Combination, Consideration Transferred, Liabilities Incurred, Deferred Purchase Price

$ 17,400

Business combination consideration transferred liabilities incurred payment terms

payable on December 31, 2027, the seventh anniversary of the closing. In the event TMC’s previous owner remains employed by the Company or one of its subsidiaries on December 31, 2022, the second anniversary of the closing, the deferred payment will be accelerated and due at that time.

Business Combination, Cash Acquired

$ 2,200

Business Combination, Receivables Acquired

6,700

Business Combination, Noncurrent Assets Acquired

4,200

Business Combination, Goodwill Recognized

8,900

Taylor Media Corp [Member] | Domain Names, Content Library and Customer Relationships [Member]

Business Acquisition [Line Items]

Business Combination, Intangible Assets Acquired

87,900

Taylor Media Corp [Member] | Revolving Credit Facility [Member]

Business Acquisition [Line Items]

Proceeds from issuance of long-term debt

$ 63,000

Symphony [Member]

Business Acquisition [Line Items]

Purchase price

$ 67,600

£ 52.5

$ 67,500

£ 52.4

Payments to acquire businesses, gross

$ 57,600

£ 44.6

Effective date of acquisition

Nov. 1, 2018

Nov. 1, 2018

Business Combination, Consideration Transferred, Liabilities Incurred

$ 10,000

£ 7.9

Business combination consideration transferred liabilities incurred payment terms

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

Business Combination, Goodwill Recognized

$ 38,800

Date of Acquisition agreement

Oct. 18, 2018

Payment of deferred purchase price first installment

$ 3,400

£ 2.7

$ 3,300

£ 2.7

Earnout period

3 years

3 years

Earnout payable in RSUs | £

£ 3

Business Combination, Property and Equipment Acquired

$ 2,200

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

Business Acquisition [Line Items]

Business Combination, Intangible Assets Acquired

26,100

Symphony [Member] | Revolving Credit Facility [Member]

Business Acquisition [Line Items]

Proceeds from issuance of long-term debt

$ 31,000

WhistleOut [Member]

Business Acquisition [Line Items]

Purchase price

$ 22,400

$ 30.2

$ 22,500

$ 30.3

Effective date of acquisition

Jul. 9, 2018

Jul. 9, 2018

Business Combination, Goodwill Recognized

$ 3,300

Earnout period

3 years

3 years

Business Combination, Property and Equipment Acquired

$ 2,400

Earnout period payment terms

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

Earnout

$ 14

Earnout first installment

$ 5,600

$ 8

$ 4,200

$ 6

WhistleOut [Member] | Domain Names [Member]

Business Acquisition [Line Items]

Business Combination, Intangible Assets Acquired

16,500

WhistleOut [Member] | Revolving Credit Facility [Member]

Business Acquisition [Line Items]

Proceeds from issuance of long-term debt

$ 22,000

Costs Associated with Exit or_3

Costs Associated with Exit or Disposal Activities - Additional Information (Detail) - Americas [Member] $ in Millions	Dec. 31, 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	Dec. 31, 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 Charges (Detail) - Americas [Member] - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
2018 Exit Plan [Member]
Restructuring Reserve [Roll Forward]
Balance at the beginning of the period	$ 87	$ 2,586	$ 0
Cash payments	(53)	(1,156)	(9,290)
Balance sheet reclassifications		(1,338)	335
Balance at the end of the period	34	87	2,586
2018 Exit Plan [Member] | Direct Salaries And Related Costs [Member]
Restructuring Reserve [Roll Forward]
Restructuring charges (reversals)		(3)	3,429
2018 Exit Plan [Member] | General and Administrative [Member]
Restructuring Reserve [Roll Forward]
Restructuring charges (reversals)		(2)	8,112
2018 Exit Plan [Member] | Lease Obligations and Facility Exit Costs [Member]
Restructuring Reserve [Roll Forward]
Balance at the beginning of the period	81	1,769	0
Cash payments	(47)	(346)	(5,643)
Balance sheet reclassifications		(1,338)	335
Balance at the end of the period	34	81	1,769
2018 Exit Plan [Member] | Lease Obligations and Facility Exit Costs [Member] | General and Administrative [Member]
Restructuring Reserve [Roll Forward]
Restructuring charges (reversals)		(4)	7,077
2018 Exit Plan [Member] | Severance and Related Costs [Member]
Restructuring Reserve [Roll Forward]
Balance at the beginning of the period	6	817	0
Cash payments	(6)	(810)	(3,647)
Balance at the end of the period		6	817
2018 Exit Plan [Member] | Severance and Related Costs [Member] | Direct Salaries And Related Costs [Member]
Restructuring Reserve [Roll Forward]
Restructuring charges (reversals)		(3)	3,429
2018 Exit Plan [Member] | Severance and Related Costs [Member] | General and Administrative [Member]
Restructuring Reserve [Roll Forward]
Restructuring charges (reversals)		2	1,035
2019 Exit Plan [Member]
Restructuring Reserve [Roll Forward]
Balance at the beginning of the period	481	0	0
Cash payments	(479)	(1,865)
Balance at the end of the period	0	481	0
2019 Exit Plan [Member] | Direct Salaries And Related Costs [Member]
Restructuring Reserve [Roll Forward]
Restructuring charges (reversals)		191
2019 Exit Plan [Member] | General and Administrative [Member]
Restructuring Reserve [Roll Forward]
Restructuring charges (reversals)	(2)	2,155
2019 Exit Plan [Member] | Severance and Related Costs [Member]
Restructuring Reserve [Roll Forward]
Balance at the beginning of the period	481	0	0
Cash payments	(479)	(1,865)
Balance at the end of the period	0	481	$ 0
2019 Exit Plan [Member] | Severance and Related Costs [Member] | Direct Salaries And Related Costs [Member]
Restructuring Reserve [Roll Forward]
Restructuring charges (reversals)		191
2019 Exit Plan [Member] | Severance and Related Costs [Member] | General and Administrative [Member]
Restructuring Reserve [Roll Forward]
Restructuring charges (reversals)	$ (2)	$ 2,155

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	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018	Dec. 31, 2017
2018 Exit Plan [Member]
Restructuring Cost And Reserve [Line Items]
Restructuring reserve	$ 34	$ 87	$ 2,586	$ 0
2018 Exit Plan [Member] | Lease Obligations and Facility Exit Costs [Member]
Restructuring Cost And Reserve [Line Items]
Restructuring reserve	34	81	1,769	0
2018 Exit Plan [Member] | Severance and Related Costs [Member]
Restructuring Cost And Reserve [Line Items]
Restructuring reserve		6	817	0
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	34	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	0	481	0	0
2019 Exit Plan [Member] | Severance and Related Costs [Member]
Restructuring Cost And Reserve [Line Items]
Restructuring reserve	$ 0	481	$ 0	$ 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	Dec. 31, 2020	Dec. 31, 2019
Assets:
Derivative Assets	$ 337	$ 3,607
Total assets	17,117	17,534
Liabilities:
Derivative Liabilities	2,478	251
Total liabilities	2,478	251
Foreign Currency Contracts [Member]
Assets:
Derivative Assets	337	3,607
Liabilities:
Derivative Liabilities	2,478	251
Quoted Prices in Active Markets For Identical Assets Level 1 [Member]
Assets:
Total assets	16,780	13,927
Liabilities:
Total liabilities	0	0
Quoted Prices in Active Markets For Identical Assets Level 1 [Member] | Foreign Currency Contracts [Member]
Assets:
Derivative Assets	0	0
Liabilities:
Derivative Liabilities	0	0
Significant Other Observable Inputs Level 2 [Member]
Assets:
Total assets	337	3,607
Liabilities:
Total liabilities	2,478	251
Significant Other Observable Inputs Level 2 [Member] | Foreign Currency Contracts [Member]
Assets:
Derivative Assets	337	3,607
Liabilities:
Derivative Liabilities	2,478	251
Significant Unobservable Inputs Level 3 [Member]
Assets:
Total assets	0	0
Liabilities:
Total liabilities	0	0
Significant Unobservable Inputs Level 3 [Member] | Foreign Currency Contracts [Member]
Assets:
Derivative Assets	0	0
Liabilities:
Derivative 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	11,263	9,125
Equity Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Quoted Prices in Active Markets For Identical Assets Level 1 [Member] | Other Current Assets [Member]
Assets:
Investments held in rabbi trust for the Deferred Compensation Plan	11,263	9,125
Equity Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Significant Other Observable Inputs Level 2 [Member] | Other Current Assets [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] | Significant Unobservable Inputs Level 3 [Member] | Other Current Assets [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	5,517	4,802
Debt Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Quoted Prices in Active Markets For Identical Assets Level 1 [Member] | Other Current Assets [Member]
Assets:
Investments held in rabbi trust for the Deferred Compensation Plan	5,517	4,802
Debt Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Significant Other Observable Inputs Level 2 [Member] | Other Current Assets [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] | Significant Unobservable Inputs Level 3 [Member] | Other Current Assets [Member]
Assets:
Investments held in rabbi trust for the Deferred Compensation Plan	$ 0	$ 0

Fair Value - Rollforward of Net

Fair Value - Rollforward of Net Asset (Liability) Activity of Fair Value of Embedded Derivatives (Detail) - Embedded Derivatives [Member] - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2019	Dec. 31, 2018
Fair Value, Net Derivative Asset (Liability) Measured on Recurring Basis, Unobservable Input Reconciliation [Roll Forward]
Balance at the beginning of the period	$ (359)	$ (527)
Settlements		158
Effect of foreign currency		17
Balance at the end of the period		(359)
Accounting Standards Update 2016-02 [Member]
Fair Value, Net Derivative Asset (Liability) Measured on Recurring Basis, Unobservable Input Reconciliation [Roll Forward]
Derecognition of embedded derivatives	$ 359
Other Income (Expense), Net [Member]
Fair Value, Net Derivative Asset (Liability) Measured on Recurring Basis, Unobservable Input Reconciliation [Roll Forward]
(Losses) included in "Other income (expense), net"		(7)
Fair Value, Assets and Liabilities Measured on Recurring Basis, Unobservable Input Reconciliation [Abstract]
Change in unrealized gains (losses) included in "Other income (expense), net" related to embedded derivatives held at the end of the period		$ 15

Fair Value - Summary of Total I

Fair Value - Summary of Total Impairment Losses In the Accompanying Consolidated Statements of Operations Related to Nonrecurring Fair Value Measurements of Certain Assets (Detail) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Fair Value Of Assets And Liabilities Measured On Non Recurring Basis [Line Items]
Impairment of property and equipment, net	$ 7,100
Impairment of operating lease right-of-use assets	12,700
Impairment of long-lived assets	41,553	$ 1,711	$ 9,401
Impairment of goodwill	21,792
Americas [Member]
Fair Value Of Assets And Liabilities Measured On Non Recurring Basis [Line Items]
Impairment of long-lived assets	18,795	1,711	9,401
EMEA [Member]
Fair Value Of Assets And Liabilities Measured On Non Recurring Basis [Line Items]
Impairment of long-lived assets	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]
Impairment of operating lease right-of-use assets	12,079	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]
Impairment of operating lease right-of-use assets	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 property and equipment, net	6,716	$ 343	$ 9,401
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 property and equipment, net	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

Fair Value - Additional Informa

Fair Value - Additional Information (Detail) $ in Millions	Dec. 31, 2020USD ($)Seat
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items]
Number of seats transitioned to at home | Seat	3,200
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	$ 11.7
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	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019
Acquired Finite-Lived Intangible Assets [Line Items]
Intangible assets subject to amortization, Gross Intangibles	$ 209,855	$ 214,696
Intangible assets subject to amortization, Accumulated Amortization	(139,012)	(137,385)
Intangible assets subject to amortization, Net Intangibles	$ 70,843	$ 77,311
Intangible assets subject to amortization, Weighted Average Amortization Period (years)	9 years	10 years
Gross Intangibles, Total	$ 372,987	$ 295,805
Net Intangibles, Total	233,975	158,420
Customer Relationships [Member]
Acquired Finite-Lived Intangible Assets [Line Items]
Intangible assets subject to amortization, Gross Intangibles	195,116	191,171
Intangible assets subject to amortization, Accumulated Amortization	(133,689)	(121,074)
Intangible assets subject to amortization, Net Intangibles	$ 61,427	$ 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	$ 7,918	$ 19,380
Intangible assets subject to amortization, Accumulated Amortization	(3,225)	(12,929)
Intangible assets subject to amortization, Net Intangibles	$ 4,693	$ 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	$ 1,100	$ 2,769
Intangible assets subject to amortization, Accumulated Amortization	(712)	(2,181)
Intangible assets subject to amortization, Net Intangibles	$ 388	$ 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	$ 4,851	$ 506
Intangible assets subject to amortization, Accumulated Amortization	(551)	$ (506)
Intangible assets subject to amortization, Net Intangibles	$ 4,300
Intangible assets subject to amortization, Weighted Average Amortization Period (years)	5 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	(835)	(695)
Intangible assets subject to amortization, Net Intangibles	$ 35	$ 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	$ 163,132	$ 81,109
Intangible assets not subject to amortization, Net Intangibles	$ 163,132	$ 81,109

Goodwill and Intangible Asset_3

Goodwill and Intangible Assets - Estimated Future Amortization Expense (Detail) $ in Thousands	Dec. 31, 2020USD ($)
Finite Lived Intangible Assets Future Amortization Expense [Abstract]
2021	$ 11,760
2022	10,423
2023	8,300
2024	8,065
2025	7,951
2026 and thereafter	$ 24,344

Goodwill and Intangible Asset_4

Goodwill and Intangible Assets - Changes in Goodwill (Detail) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019
Goodwill [Line Items]
Beginning Balance, Goodwill Net	$ 311,247	$ 302,517
Goodwill Acquired During the Period	8,851
Acquisition-Related		3,623
Impairment	(21,792)
Effect of Foreign Currency	1,103	5,107
Ending Balance, Goodwill Net	299,409	311,247
Americas [Member]
Goodwill [Line Items]
Beginning Balance, Goodwill Net	259,953	255,436
Goodwill Acquired During the Period	8,851
Acquisition-Related		1,202
Effect of Foreign Currency	668	3,315
Ending Balance, Goodwill Net	269,472	259,953
EMEA [Member]
Goodwill [Line Items]
Beginning Balance, Goodwill Net	51,294	47,081
Acquisition-Related		2,421
Impairment	(21,792)
Effect of Foreign Currency	435	1,792
Ending Balance, Goodwill Net	$ 29,937	$ 51,294

Goodwill and Intangible Asset_5

Goodwill and Intangible Assets - Additional Information (Detail)	1 Months Ended	12 Months Ended
	Dec. 31, 2020USD ($)Reporting_Unit	Dec. 31, 2020USD ($)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
Number of reporting units, goodwill not impaired | Reporting_Unit		6
Goodwill Impairment Loss		$ 21,792,000
Goodwill	$ 299,409,000	299,409,000	$ 311,247,000	$ 302,517,000
Symphony [Member]
Goodwill [Line Items]
Goodwill Impairment Loss	0	21,800,000
Goodwill	19,300,000	19,300,000
Clearlink [Member]
Goodwill [Line Items]
Goodwill Impairment Loss		0
Goodwill	83,200,000	83,200,000
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	$ 10,600,000	$ 10,600,000

Receivables, Net - Receivables,

Receivables, Net - Receivables, Net (Detail) - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018	Dec. 31, 2017
Receivables Net Current [Abstract]
Trade accounts receivable, current	$ 402,904	$ 378,616
Income taxes receivable	2,583	1,571
Other	15,051	13,440
Receivables, gross	420,538	393,627
Accounts Receivable, Allowance for Credit Loss	4,792	3,480	$ 3,096	$ 2,958
Receivables, net	$ 415,746	$ 390,147
Allowance for doubtful accounts as a percent of trade accounts receivable, current	1.20%	0.90%

Receivables, Net - Short-Term A

Receivables, Net - Short-Term Allowance for Doubtful Accounts (Detail) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Receivables Net Current [Abstract]
Beginning of the period	$ 3,480	$ 3,096	$ 2,958
Charged (credited) to costs and expenses	1,685	598	323
Additions (deductions)	(373)	(214)	(185)
End of the period	$ 4,792	$ 3,480	$ 3,096

Prepaid Expenses - Prepaid Expe

Prepaid Expenses - Prepaid Expenses, Net (Detail) - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019
Prepaid Expense Current [Abstract]
Prepaid maintenance	$ 6,012	$ 6,218
Prepaid insurance	5,623	5,321
Prepaid software	4,520	4,236
Prepaid other	5,193	5,093
Total prepaid expenses	$ 21,348	$ 20,868

Other Current Assets - Other Cu

Other Current Assets - Other Current Assets, Net (Detail) - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019
Deferred Costs Capitalized Prepaid And Other Assets Disclosure [Abstract]
Investments held in rabbi trust (Note 13)	$ 16,780	$ 13,927
Financial derivatives (Note 12)	337	3,373
Other current assets	2,601	3,225
Total other current assets	$ 19,718	$ 20,525

Financial Derivatives - Deferre

Financial Derivatives - Deferred Gains (Losses) and Related Taxes on Cash Flow Hedges (Detail) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019
Derivative Instruments And Hedging Activities Disclosure [Abstract]
Deferred gains (losses) in AOCI	$ (2,188)	$ 2,221
Tax on deferred gains (losses) in AOCI	(3)	69
Deferred gains (losses) in AOCI, net of taxes	(2,191)	$ 2,290
Deferred gains (losses) expected to be reclassified to "Revenues" from AOCI during the next twelve months	$ (2,188)

Financial Derivatives - Outstan

Financial Derivatives - Outstanding Foreign Currency Forward Contracts and Options (Detail) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 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	$ 12,000	$ 74,000
Settle Through Date	Jun. 30, 2021	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	$ 36,000	$ 42,000
Settle Through Date	Dec. 31, 2021	Dec. 31, 2020
Derivatives Not Designated as Hedging Instruments under ASC 815 [Member] | Forwards [Member]
Derivative [Line Items]
Notional Amount	$ 12,439	$ 19,295
Settle Through Date	Nov. 30, 2021	Nov. 30, 2021

Financial Derivatives - Additio

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

Financial Derivatives - Derivat

Financial Derivatives - Derivative Instruments Fair Value (Detail) - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019
Derivatives, Fair Value [Line Items]
Derivative Assets	$ 337	$ 3,373
Derivative Assets	337	3,607
Derivative Liabilities	2,478	251
Other Accrued Expenses and Current Liabilities [Member]
Derivatives, Fair Value [Line Items]
Derivative Liabilities	2,478	251
Foreign Currency Contracts [Member]
Derivatives, Fair Value [Line Items]
Derivative Assets	337	3,607
Derivative Liabilities	2,478	251
Derivatives Not Designated as Hedging Instruments [Member] | Foreign Currency Contracts [Member] | Other Current Assets [Member]
Derivatives, Fair Value [Line Items]
Derivative Assets	183	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		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	225	113
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	154	3,051
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	$ 2,253	$ 138

Financial Derivatives - Effect

Financial Derivatives - Effect of Company's Derivative Instruments (Detail) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Derivative Instruments, Gain (Loss) [Line Items]
Revenues	$ 1,710,261	$ 1,614,762	$ 1,625,687
Gains (losses) recognized from derivatives	(673)	(674)	(1,751)
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:	(839)	6,978	(4,259)
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:	3,596	2,808	(54)
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	$ (673)	$ (674)	(1,744)
Other Income (Expense), Net [Member] | Derivatives Not Designated as Hedging Instruments [Member] | Embedded Derivatives [Member]
Derivative Instruments, Gain (Loss) [Line Items]
Gains (losses) recognized from derivatives			$ (7)

Investments Held in Rabbi Tru_3

Investments Held in Rabbi Trust - Investments Held in Rabbi Trust, Classified as Trading (Detail) - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019
Schedule of Trading Securities and Other Trading Assets [Line Items]
Mutual funds, Fair Value	$ 16,780	$ 13,927
Mutual Funds [Member]
Schedule of Trading Securities and Other Trading Assets [Line Items]
Mutual funds, Cost	10,332	9,777
Mutual Funds [Member] | Other Current Assets [Member]
Schedule of Trading Securities and Other Trading Assets [Line Items]
Mutual funds, Fair Value	$ 16,780	$ 13,927

Investments Held in Rabbi Tru_4

Investments Held in Rabbi Trust - Additional Information (Detail)	Dec. 31, 2020
Equity-Based Securities [Member]
Schedule of Trading Securities and Other Trading Assets [Line Items]
Mutual funds held in rabbi trust	67.00%
Debt-Based Securities [Member]
Schedule of Trading Securities and Other Trading Assets [Line Items]
Mutual funds held in rabbi trust	33.00%

Investments Held in Rabbi Tru_5

Investments Held in Rabbi Trust - Components of Investment Gains (Losses), Included in Other Income (Expense), Net in Accompanying Consolidated Statements of Operations (Detail) - Other Income (Expense), Net [Member] - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Schedule of Trading Securities and Other Trading Assets [Line Items]
Net realized gains (losses) from sale of trading securities	$ 242	$ 143	$ 10
Dividend and interest income	422	419	635
Net unrealized holding gains (losses)	1,645	1,817	(1,512)
Net investment income (losses)	$ 2,309	$ 2,379	$ (867)

Property and Equipment, Net - P

Property and Equipment, Net - Property and Equipment, Net (Detail) - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019
Property, Plant and Equipment [Line Items]
Property and equipment, gross	$ 497,766	$ 492,379
Less: Accumulated depreciation	376,682	366,389
Property and equipment, net	121,084	125,990
Land [Member]
Property, Plant and Equipment [Line Items]
Property and equipment, gross	1,382	1,949
Buildings and Leasehold Improvements [Member]
Property, Plant and Equipment [Line Items]
Property and equipment, gross	127,355	138,755
Equipment, Furniture and Fixtures [Member]
Property, Plant and Equipment [Line Items]
Property and equipment, gross	319,566	307,559
Capitalized Internally Developed Software Costs [Member]
Property, Plant and Equipment [Line Items]
Property and equipment, gross	43,816	38,466
Property and equipment, net	16,043	14,353
Transportation Equipment [Member]
Property, Plant and Equipment [Line Items]
Property and equipment, gross	649	613
Construction in Progress [Member]
Property, Plant and Equipment [Line Items]
Property and equipment, gross	$ 4,998	$ 5,037

Property and Equipment, Net - C

Property and Equipment, Net - Capitalized Internally Developed Software, Net of Depreciation (Detail) - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019
Property, Plant and Equipment [Line Items]
Property and equipment, net	$ 121,084	$ 125,990
Capitalized Internally Developed Software Costs [Member]
Property, Plant and Equipment [Line Items]
Property and equipment, net	$ 16,043	$ 14,353

Property and Equipment, Net - A

Property and Equipment, Net - Additional Information (Detail) - USD ($)	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018	Jun. 30, 2020	Aug. 31, 2019	Oct. 31, 2018	Sep. 30, 2018
Property, Plant and Equipment [Line Items]
Net gain or loss on sale	$ 158,000	$ (383,000)	$ (312,000)
Property and equipment, net	121,084,000	125,990,000
Net gain on insurance settlement		1,133,000
Grundy, Virginia [Member] | Americas [Member] | Property and Equipment [Member]
Property, Plant and Equipment [Line Items]
Proceeds from sale of assets	1,200,000
Selling Costs	100,000
Property and equipment, net	600,000
Grundy, Virginia [Member] | General and Administrative [Member] | Americas [Member] | Property and Equipment [Member]
Property, Plant and Equipment [Line Items]
Net gain or loss on sale	600,000
Milton-Freewater, Oregon [Member] | Americas [Member] | Property and Equipment [Member]
Property, Plant and Equipment [Line Items]
Proceeds from sale of assets	600,000	300,000
Property and equipment, net				$ 200,000	$ 300,000
Milton-Freewater, Oregon [Member] | Americas [Member] | Property and Equipment [Member] | Maximum [Member]
Property, Plant and Equipment [Line Items]
Selling Costs	100,000	100,000
Milton-Freewater, Oregon [Member] | General and Administrative [Member] | Americas [Member] | Property and Equipment [Member]
Property, Plant and Equipment [Line Items]
Net gain or loss on sale	$ 400,000
Milton-Freewater, Oregon [Member] | General and Administrative [Member] | Americas [Member] | Property and Equipment [Member] | Maximum [Member]
Property, Plant and Equipment [Line Items]
Net gain or loss on sale		100,000
Fort Smith, Arkansas [Member] | Americas [Member]
Property, Plant and Equipment [Line Items]
Insurance proceeds		$ 2,900,000
Insurance claim settlement date		Nov. 30, 2019
Fort Smith, Arkansas [Member] | General and Administrative [Member] | Americas [Member]
Property, Plant and Equipment [Line Items]
Net gain on insurance settlement		$ 1,100,000
Wise, Virginia [Member] | Americas [Member] | Property and Equipment [Member]
Property, Plant and Equipment [Line Items]
Proceeds from sale of assets			800,000
Property and equipment, net						$ 700,000
Wise, Virginia [Member] | Americas [Member] | Property and Equipment [Member] | Maximum [Member]
Property, Plant and Equipment [Line Items]
Selling Costs			100,000
Wise, Virginia [Member] | General and Administrative [Member] | Americas [Member] | Property and Equipment [Member] | Maximum [Member]
Property, Plant and Equipment [Line Items]
Net gain or loss on sale			100,000
Ponca City, Oklahoma [Member] | Americas [Member] | Property and Equipment [Member]
Property, Plant and Equipment [Line Items]
Proceeds from sale of assets			200,000
Property and equipment, net							$ 500,000
Ponca City, Oklahoma [Member] | Americas [Member] | Property and Equipment [Member] | Maximum [Member]
Property, Plant and Equipment [Line Items]
Selling Costs			100,000
Ponca City, Oklahoma [Member] | General and Administrative [Member] | Americas [Member] | Property and Equipment [Member]
Property, Plant and Equipment [Line Items]
Net gain or loss on sale			$ (300,000)

Deferred Charges and Other As_3

Deferred Charges and Other Assets - Components of Deferred Charges and Other Assets (Detail) - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019
Deferred Costs Capitalized Prepaid And Other Assets Disclosure [Abstract]
Trade accounts receivable, net, noncurrent (Note 2)	$ 30,021	$ 26,496
Equity method investments (Note 1)	9,512	9,254
Net deferred tax assets, noncurrent (Note 20)	9,395	6,774
Rent and other deposits	6,210	6,106
Value added tax receivables, net, noncurrent	590	592
Other	6,854	6,723
Deferred charges and other assets, total	$ 62,582	$ 55,945

Accrued Employee Compensation_3

Accrued Employee Compensation and Benefits - Components of Accrued Employee Compensation and Benefits (Detail) - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019
Employee Related Liabilities Current [Abstract]
Accrued compensation	$ 44,988	$ 38,671
Accrued employment taxes	37,735	16,468
Accrued bonus and commissions	33,370	27,039
Accrued vacation	24,721	20,647
Other	6,398	6,766
Accrued employee compensation and benefits	$ 147,212	$ 109,591

Accrued Employee Compensation_4

Accrued Employee Compensation and Benefits - Components of Accrued Employee Compensation and Benefits (Parenthetical) (Detail) $ in Millions	Dec. 31, 2020USD ($)
Employee Related Liabilities Current [Abstract]
Accrued employment taxes, deferral, CARES Act	$ 17.6

Other Accrued Expenses and Cu_3

Other Accrued Expenses and Current Liabilities - Other Accrued Expenses and Current Liabilities (Detail) - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019
Derivatives, Fair Value [Line Items]
Accrued legal and professional fees	$ 3,594	$ 3,860
Accrued customer-acquisition advertising costs (Note 1)	3,447	3,745
Accrued purchases	3,207	4,328
Accrued software costs	2,341	1,200
Accrued telephone charges	1,667	1,605
Accrued roadside assistance claim costs	1,632	1,709
Other	10,004	9,115
Total	31,994	29,330
Other Accrued Expenses and Current Liabilities [Member]
Derivatives, Fair Value [Line Items]
Financial derivatives (Note 12)	2,478	251
Symphony [Member]
Derivatives, Fair Value [Line Items]
Deferred Symphony acquisition purchase price (Note 4)	$ 3,624	$ 3,517

Borrowings - Additional Informa

Borrowings - Additional Information (Detail) - USD ($)	1 Months Ended	12 Months Ended
	Feb. 28, 2019	Dec. 31, 2020	Dec. 31, 2019	Feb. 14, 2019	May 12, 2015
Line of Credit Facility [Line Items]
Outstanding borrowings		$ 63,000,000	$ 73,000,000
Debt issuance costs paid			1,098,000
Revolving Credit Facility [Member] | 2019 Credit Agreement [Member]
Line of Credit Facility [Line Items]
Maximum borrowing capacity				$ 500,000,000
Line of credit facility, expiration date		Feb. 14, 2024
Outstanding borrowings		$ 63,000,000	$ 73,000,000
Credit agreement customary fees description		the Company is required to pay certain customary fees, including a commitment fee determined quarterly based on the Company’s leverage ratio and due quarterly in arrears as calculated on the average unused amount of the 2019 Credit Agreement.
Debt issuance costs paid	$ 1,100,000
Revolving Credit Facility [Member] | 2019 Credit Agreement [Member] | Non-Voting Capital Stock Direct Foreign Subsidiaries [Member]
Line of Credit Facility [Line Items]
Percentage of capital stock pledged under credit agreement		100.00%
Revolving Credit Facility [Member] | 2019 Credit Agreement [Member] | Voting Capital Stock Direct Foreign Subsidiaries [Member]
Line of Credit Facility [Line Items]
Percentage of capital stock pledged under credit agreement		65.00%
Revolving Credit Facility [Member] | 2015 Credit Agreement [Member]
Line of Credit Facility [Line Items]
Maximum borrowing capacity					$ 440,000,000
Debt issuance costs, net				300,000
Alternate-Currency Sub-Facility [Member] | 2019 Credit Agreement [Member]
Line of Credit Facility [Line Items]
Maximum borrowing capacity				200,000,000
Swingline Sub-Facility [Member] | 2019 Credit Agreement [Member]
Line of Credit Facility [Line Items]
Maximum borrowing capacity				15,000,000
Letter of Credit [Member] | 2019 Credit Agreement [Member]
Line of Credit Facility [Line Items]
Maximum borrowing capacity				$ 15,000,000

Borrowings - Information Relate

Borrowings - Information Related to Credit Agreements (Detail) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Line Of Credit Facility [Abstract]
Average daily utilization	$ 45,779	$ 87,800	$ 106,189
Interest expense	$ 1,399	$ 3,465	$ 3,817
Weighted average interest rate	3.10%	3.90%	3.60%

Accumulated Other Comprehensi_3

Accumulated Other Comprehensive Income (Loss) - Components of Accumulated Other Comprehensive Income (Loss) (Detail) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Accumulated Other Comprehensive Income (Loss) [Line Items]
Beginning Balance	$ 874,475	$ 826,609	$ 796,479
Pre-tax amount	9,708	12,548	(25,662)
Tax (provision) benefit	(71)	(3)	131
Reclassification of (gain) loss to net income	(3,635)	(2,771)	(140)
Ending Balance	893,654	874,475	826,609
Foreign Currency Translation Adjustments [Member]
Accumulated Other Comprehensive Income (Loss) [Line Items]
Beginning Balance	(52,749)	(58,253)	(36,315)
Pre-tax amount	12,461	5,462	(22,158)
Foreign currency translation	(162)	42	220
Ending Balance	(40,450)	(52,749)	(58,253)
Unrealized Gain (Loss) on Net Investment Hedge [Member]
Accumulated Other Comprehensive Income (Loss) [Line Items]
Beginning Balance	1,046	1,046	1,046
Ending Balance	1,046	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)	2,471
Pre-tax amount	(839)	6,978	(4,287)
Tax (provision) benefit	(253)	20	84
Reclassification of (gain) loss to net income	(3,418)	(2,719)	6
Foreign currency translation	29	(125)	(138)
Ending Balance	(2,191)	2,290	(1,864)
Unrealized Actuarial Gain (Loss) Related to Pension Liability [Member]
Accumulated Other Comprehensive Income (Loss) [Line Items]
Beginning Balance	2,324	2,256	1,574
Pre-tax amount	(1,914)	108	783
Tax (provision) benefit	182	(23)	47
Reclassification of (gain) loss to net income	(129)	(100)	(66)
Foreign currency translation	133	83	(82)
Ending Balance	596	2,324	2,256
Unrealized Gain (Loss) on Postretirement Obligation [Member]
Accumulated Other Comprehensive Income (Loss) [Line Items]
Beginning Balance	88	40	120
Reclassification of (gain) loss to net income	(88)	48	(80)
Ending Balance		88	40
Accumulated Other Comprehensive Income (Loss) [Member]
Accumulated Other Comprehensive Income (Loss) [Line Items]
Beginning Balance	(47,001)	(56,775)	(31,104)
Ending Balance	$ (40,999)	$ (47,001)	$ (56,775)

Accumulated Other Comprehensi_4

Accumulated Other Comprehensive Income (Loss) - Amounts Reclassified to Net Income from Accumulated Other Comprehensive Income (Loss) (Detail) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Reclassification Adjustment out of Accumulated Other Comprehensive Income [Line Items]
Pre-tax amount	$ 80,567	$ 85,923	$ 56,917
Tax (provision) benefit	24,135	21,842	7,991
Reclassification of gain (loss) to net income	56,432	64,081	48,926
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	3,635	2,771	140
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	(178)	(89)	48
Reclassification of gain (loss) to net income	3,418	2,719	(6)
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	34	14	8
Reclassification of gain (loss) to net income	129	100	66
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	3,596	2,808	(54)
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	95	86	58
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	$ 88	$ (48)	$ 80

Income Taxes - Income from Cont

Income Taxes - Income from Continuing Operations before Income Taxes (Detail) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Income Tax Disclosure [Abstract]
Domestic (U.S., state and local)	$ 43,472	$ 38,672	$ 6,971
Foreign	37,095	47,251	49,946
Income before income taxes	$ 80,567	$ 85,923	$ 56,917

Income Taxes - Significant Comp

Income Taxes - Significant Components of Income Tax Provision (Detail) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Current:
U.S. federal	$ 11,141	$ 8,190	$ (492)
State and local	2,124	1,506	54
Foreign	16,519	11,864	9,938
Total current provision for income taxes	29,784	21,560	9,500
Deferred:
U.S. federal	(2,609)	(1,238)	(498)
State and local	(572)	14	(85)
Foreign	(2,468)	1,506	(926)
Total deferred provision (benefit) for income taxes	(5,649)	282	(1,509)
Total provision for income taxes	$ 24,135	$ 21,842	$ 7,991

Income Taxes - Significant Port

Income Taxes - Significant Portions of Deferred Income Tax Provision (Benefit) Due to Temporary Differences (Detail) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Income Tax Disclosure [Abstract]
Net operating loss and tax credit carryforwards	$ (248)	$ 21,846	$ (613)
Accrued expenses/liabilities	(5,610)	2,166	(2,512)
Depreciation and amortization	132	(5,864)	101
Valuation allowance	(491)	(19,006)	1,558
Deferred statutory income	668	846	6
Other	(100)	294	(49)
Total deferred provision (benefit) for income taxes	$ (5,649)	$ 282	$ (1,509)

Income Taxes - Reconciliation o

Income Taxes - Reconciliation of Income Tax Provision (Detail) - USD ($) $ in Thousands	3 Months Ended	12 Months Ended
	Dec. 31, 2019	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Income Tax Disclosure [Abstract]
Tax at U.S. federal statutory tax rate		$ 16,919	$ 18,044	$ 11,953
State income taxes, net of federal tax benefit		1,552	1,520	(31)
Foreign rate differential		(6,636)	(5,119)	(4,620)
Tax holidays		(3,837)	(3,080)	(4,050)
Permanent differences		15,261	13,257	12,150
Tax credits		(8,818)	(8,218)	(8,979)
Foreign withholding and other taxes		2,734	2,834	(840)
Valuation allowance		906	781	1,549
Uncertain tax positions		1,233	402	771
Change in assertion related to foreign earnings distribution	$ 1,000		952
Goodwill impairment		4,316
2017 Tax Reform Act				(217)
Other		505	469	305
Total provision for income taxes		$ 24,135	$ 21,842	$ 7,991

Income Taxes - Additional Infor

Income Taxes - Additional Information (Detail) - USD ($)	3 Months Ended	12 Months Ended
	Dec. 31, 2019	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018	Dec. 31, 2017
Income Tax [Line Items]
Withholding taxes related to offshore cash movements		$ 2,100,000	$ 3,000,000	$ 2,000,000
Effective Income Tax Rate Reconciliation, Change in Assertion, Amount	$ 1,000,000		952,000
Decrease in the amount of the provision for income taxes due to tax holidays		$ 3,837,000	$ 3,080,000	$ 4,050,000
Income tax holidays, income tax benefit per share		$ 0.09	$ 0.07	$ 0.10
Income tax loss carryforwards, total		$ 80,100,000
Derecognition of deferred tax assets due reorganization of foreign subsidiaries			$ 19,700,000
Unrecognized tax benefits	2,711,000	3,195,000	2,711,000	$ 2,720,000	$ 1,342,000
Unrecognized tax benefits that would impact effective tax rate	2,700,000	3,200,000	2,700,000
Accrued interest and penalties related to unrecognized tax benefits	1,100,000	1,800,000	1,100,000
Interest and penalties recognized in the accompanying Consolidated Statement of Operations		700,000	400,000	$ 700,000
Statutory Penalties [Member]
Income Tax [Line Items]
Accrued interest and penalties related to unrecognized tax benefits	600,000	900,000	600,000
Long-Term Income Tax Liabilities [Member]
Income Tax [Line Items]
Unrecognized tax benefits	$ 2,700,000	3,200,000	$ 2,700,000
Foreign Operations [Member]
Income Tax [Line Items]
Income tax loss carryforwards, total		49,000,000
Benefit recognized from operating loss carryforward		0
Operating loss carryforwards not recognized		36,800,000
U.S. State Operations [Member]
Income Tax [Line Items]
Income tax loss carryforwards, total		31,100,000
Benefit recognized from operating loss carryforward		0
Operating loss carryforwards not recognized		21,200,000
Indefinite Expiration Date [Member] | Foreign Operations [Member]
Income Tax [Line Items]
Income tax loss carryforwards, total		28,400,000
Varying Expiration Dates [Member] | Foreign Operations [Member]
Income Tax [Line Items]
Income tax loss carryforwards, total		$ 20,600,000
Minimum [Member]
Income Tax [Line Items]
Income tax holiday expiration dates		2021
Maximum [Member]
Income Tax [Line Items]
Income tax holiday expiration dates		2030
Maximum [Member] | Varying Expiration Dates [Member] | Foreign Operations [Member]
Income Tax [Line Items]
Tax credit carryforward expiration date		Dec. 31, 2041

Income Taxes - Schedule of Defe

Income Taxes - Schedule of Deferred Tax Assets and Liabilities Classifications (Detail) - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018	Dec. 31, 2017
Deferred tax assets:
Net operating loss and tax credit carryforwards	$ 13,689	$ 13,310
Valuation allowance	(12,178)	(12,666)	$ (32,299)	$ (32,443)
Accrued expenses	14,049	9,798
Deferred revenue and customer liabilities	2,745	3,346
Depreciation and amortization	3,980	3,224
Other	315	129
Deferred tax assets, total	22,600	17,141
Deferred tax liabilities:
Depreciation and amortization	(15,698)	(14,919)
Deferred statutory income	(1,000)	(862)
Accrued liabilities	(3,150)	(4,384)
Other	(243)	(189)
Deferred tax liabilities, total	(20,091)	(20,354)
Net deferred tax liabilities		$ (3,213)
Net deferred tax assets	$ 2,509

Income Taxes - Significant Po_2

Income Taxes - Significant Portions of Deferred Tax Assets and Liabilities Due to Temporary Differences (Detail) - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019
Classified as follows:
Deferred charges and other assets (Note 15)	$ 9,395	$ 6,774
Other long-term liabilities	(6,886)	(9,987)
Net deferred tax liabilities		$ (3,213)
Net deferred tax assets	$ 2,509

Income Taxes - Schedule of Chan

Income Taxes - Schedule of Changes in Valuation Allowance for Deferred Tax Assets (Detail) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Income Tax Disclosure [Abstract]
Balance at the beginning of the period	$ 12,666	$ 32,299	$ 32,443
Charged (credited) to costs and expenses	(488)	(19,633)	(144)
Balance at the end of the period	$ 12,178	$ 12,666	$ 32,299

Income Taxes - Reconciliation_2

Income Taxes - Reconciliation of Amounts of Unrecognized Net Tax Benefits (Detail) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Income Tax Disclosure [Abstract]
Balance at the beginning of the period	$ 2,711	$ 2,720	$ 1,342
Current period tax position increases	496		2,950
Decreases from settlements with tax authorities			(191)
Decreases due to lapse in applicable statute of limitations			(1,310)
Foreign currency translation increases (decreases)	(12)	(9)	(71)
Balance at the end of the period	$ 3,195	$ 2,711	$ 2,720

Earnings Per Share - Number of

Earnings Per Share - Number of Shares Used in Earnings Per Share Computation (Detail) - shares shares in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Basic:
Weighted average common shares outstanding	40,255	41,649	42,090
Diluted:
Dilutive effect of stock appreciation rights, restricted stock, restricted stock units and shares held in rabbi trust	225	153	156
Total weighted average diluted shares outstanding	40,480	41,802	42,246
Anti-dilutive shares excluded from the diluted earnings per share calculation	12	69	44

Earnings Per Share - Additional

Earnings Per Share - Additional Information (Detail) - 2011 Share Repurchase Program [Member] - shares	12 Months Ended		112 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 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	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	12 Months Ended		112 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2020
Schedule Of Shares Repurchased [Line Items]
Total Cost of Shares Repurchased	$ 52,176	$ 30,281
Minimum [Member]
Schedule Of Shares Repurchased [Line Items]
Range of Prices Paid Per Share	$ 23.33	$ 24.72
Maximum [Member]
Schedule Of Shares Repurchased [Line Items]
Range of Prices Paid Per Share	$ 33.21	$ 28
2011 Share Repurchase Program [Member]
Schedule Of Shares Repurchased [Line Items]
Total Number of Shares Repurchased	1,860	1,140	8,300

Commitments and Loss Continge_3

Commitments and Loss Contingencies - Additional Information (Detail) - USD ($)	Oct. 17, 2018	Dec. 31, 2020	Dec. 31, 2018
Slaughter Lawsuit [Member]
Long-term Purchase Commitment [Line Items]
Loss contingency lawsuit filing date		August 24, 2017
Litigation verbal settlement agreement date		October 17, 2018
Outstanding legal action settlement, amount	$ 1,200,000
Slaughter Lawsuit [Member] | General and Administrative [Member]
Long-term Purchase Commitment [Line Items]
Litigation charges in period			$ 1,200,000
Minimum [Member]
Long-term Purchase Commitment [Line Items]
Term of agreements with third party vendors		1 year
Maximum [Member]
Long-term Purchase Commitment [Line Items]
Term of agreements with third party vendors		5 years
Loss Contingency, net of federal benefit		$ 1,800,000

Commitments and Loss Continge_4

Commitments and Loss Contingencies - Schedule of Future Minimum Purchases Remaining under Agreements (Detail) $ in Thousands	Dec. 31, 2020USD ($)
Unrecorded Unconditional Purchase Obligation [Abstract]
2021	$ 27,338
2022	8,350
2023	1,089
2024	0
2025	0
2026 and thereafter	0
Total minimum payments required	$ 36,777

Defined Benefit Pension Plan _3

Defined Benefit Pension Plan and Postretirement Benefits - Additional Information (Detail)	12 Months Ended
	Dec. 31, 2020USD ($)
Pension Plans, Postretirement and Other Employee Benefits [Line Items]
Company's maximum expected cash contributions to the Pension Plans in the next fiscal year	$ 0
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] | First Eligible Compensation [Member]
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%
Most Employees 401(k) Plan [Member] | Next Eligible Compensation [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	2.00%
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 _4

Defined Benefit Pension Plan and Postretirement Benefits - Reconciliation of Change in Benefit Obligation (Detail) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Pension Plans, Postretirement and Other Employee Benefits [Line Items]
Balance at the beginning of the period	$ 3,933	$ 3,282
Service cost	446	405	$ 448
Interest cost	214	254	196
Actuarial (gains) losses	1,914	(108)
Benefits paid	(235)	(22)
Effect of foreign currency translation	227	122
Balance at the end of the period	6,499	3,933	$ 3,282
Unfunded status	(6,499)	(3,933)
Net amount recognized	(6,499)	(3,933)
Other Accrued Expenses and Current Liabilities [Member]
Pension Plans, Postretirement and Other Employee Benefits [Line Items]
Net amount recognized	(310)
Other Long-Term Liabilities [Member]
Pension Plans, Postretirement and Other Employee Benefits [Line Items]
Net amount recognized	$ (6,189)	$ (3,933)

Defined Benefit Pension Plan _5

Defined Benefit Pension Plan and Postretirement Benefits - Benefit Obligations and Net Periodic Benefit Cost for Pension Plans (Detail)	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Defined Benefit Plan Disclosure [Line Items]
Rate of compensation increase		1.40%	2.00%
Minimum [Member]
Defined Benefit Plan Disclosure [Line Items]
Discount rate	3.60%	5.00%	7.40%
Rate of compensation increase	1.40%
Maximum [Member]
Defined Benefit Plan Disclosure [Line Items]
Discount rate	3.90%	5.30%	7.50%
Rate of compensation increase	1.60%

Defined Benefit Pension Plan _6

Defined Benefit Pension Plan and Postretirement Benefits - Net Periodic Benefit Cost for Pension Plans (Detail) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Defined Benefit Plan Net Periodic Benefit Cost [Abstract]
Service cost	$ 446	$ 405	$ 448
Interest cost	214	254	196
Recognized actuarial (gains)	(95)	(86)	(58)
Net periodic benefit cost	565	573	586
Unrealized net actuarial (gains), net of tax	(596)	(2,324)	(2,256)
Total amount recognized in net periodic benefit cost and accumulated other comprehensive income (loss)	$ (31)	$ (1,751)	$ (1,670)

Defined Benefit Pension Plan _7

Defined Benefit Pension Plan and Postretirement Benefits - Estimated Future Benefit Payments for Expected Future Service (Detail) $ in Thousands	Dec. 31, 2020USD ($)
Defined Benefit Plan Estimated Future Benefit Payments [Abstract]
2021	$ 310
2022	67
2023	138
2024	153
2025	129
2026 - 2030	$ 1,591

Defined Benefit Pension Plan _8

Defined Benefit Pension Plan and Postretirement Benefits - Company's Contributions to Employee Retirement Savings Plans (Detail) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Compensation And Retirement Disclosure [Abstract]
401(k) plan contributions	$ 2,969	$ 1,714	$ 1,612

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	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
General and Administrative [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Stock-based compensation (expense)	$ (10,748)	$ (7,396)	$ (7,543)
Income Taxes [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Income tax benefit	$ 2,580	$ 1,775	$ 1,810

Stock-Based Compensation - Addi

Stock-Based Compensation - Additional Information (Detail) - USD ($)	Nov. 01, 2018	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018	Jun. 30, 2016
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Capitalized stock-based compensation costs		$ 0	$ 0	$ 0
Symphony [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Effective date of acquisition	Nov. 1, 2018
Equity Incentive Plan [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Number of shares available for grant		4,000,000
Equity Incentive Plan [Member] | Restricted Shares and Restricted Stock Units (RSU's) [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Performance-based award change in control vesting rights		100.00%
Share-based compensation vesting period		ratably over a three-year period following the date of grant
Weighted average period		1 year 10 months 24 days
Total unrecognized compensation cost		$ 12,600,000
Performance-based unrecognized compensation cost percentage		54.00%
Employment-based unrecognized compensation cost percentage		46.00%
Equity Incentive Plan [Member] | Restricted Shares and Restricted Stock Units (RSU's) [Member] | Minimum [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Range of vesting possibilities		0.00%
Equity Incentive Plan [Member] | Restricted Shares and Restricted Stock Units (RSU's) [Member] | Maximum [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Range of vesting possibilities		100.00%
Equity Incentive Plan [Member] | Stock Appreciation Rights (SARs) [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Share-based Compensation Arrangement by Share-based Payment Award, Expiration Period		10 years
Share-based compensation vesting period		ratably over a three-year period following the date of grant
Weighted average period		2 months 12 days
Total unrecognized compensation cost		$ 100,000
Non-Employee Director Compensation [Member] | Common Stock Awards [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Weighted average period		3 months 18 days
Total unrecognized compensation cost		$ 100,000
Value of initial granted shares of common stock to new non employee director		$ 60,000
Vesting period of initial granted shares of common stock to new non employee director		twelve equal quarterly installments, one-twelfth on the date of grant and an additional one-twelfth on each successive third monthly anniversary of the date of grant.
Value of Annual Retainer to Non-Employee Director		$ 170,000
Annual Retainer payable in cash to Non Employee Director		70,000
Annual Retainer payable in stock to Non Employee Director		$ 100,000
Vesting period of annual granted shares of common stock to non-employee director		four equal quarterly installments, one-fourth on the date of grant and an additional one-fourth on each successive third monthly anniversary of the date of grant
Deferred Compensation Plan [Member] | Accrued Employee Compensation and Benefits [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Accrued employee compensation and benefits		$ 16,800,000	13,900,000
Deferred Compensation Plan [Member] | Common Stock Awards [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Weighted average period		3 years 10 months 24 days
Total unrecognized compensation cost		$ 200,000
Percentage of contribution in respect of amounts deferred by certain senior management participants		50.00%
Vesting period of matching contributions and associated earnings		7 years
Deferred Compensation Plan [Member] | Common Stock Awards [Member] | Treasury Stock [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Common stock match associated with the deferred compensation plan carrying value		$ 2,800,000	$ 2,500,000
Deferred Compensation Plan [Member] | Common Stock Awards [Member] | Minimum [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Deferred compensation plan, percentage of employee deferral		1.00%			1.00%
Amounts deferred by certain senior management personnel		$ 5,000
Deferred Compensation Plan [Member] | Common Stock Awards [Member] | Maximum [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Deferred compensation plan, percentage of employee deferral		80.00%			100.00%
Amounts deferred by certain senior management personnel		$ 12,000
Acquisition-Related Restricted Shares [Member] | Symphony [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Effective date of acquisition		Nov. 1, 2018
Acquisition-Related Restricted Shares [Member] | Restricted Shares and Restricted Stock Units (RSU's) [Member] | Symphony [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Share-based compensation vesting period		one-half on and after each of May 1, 2020 and November 1, 2021, provided the participant is employed by the Company on such date.
Weighted average period		9 months 18 days
Total unrecognized compensation cost		$ 800,000

Stock-Based Compensation - Summ

Stock-Based Compensation - Summary of Assumptions Used to Estimate Fair Value (Detail) - Stock Appreciation Rights (SARs) [Member] - Equity Incentive Plan [Member]	12 Months Ended
	Dec. 31, 2018
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Expected volatility	21.40%
Weighted-average volatility	21.40%
Expected dividend rate	0.00%
Expected term (in years)	5 years
Risk-free rate	2.50%

Stock-Based Compensation - Su_2

Stock-Based Compensation - Summary of Stock Appreciation Rights Activity (Detail) - Stock Appreciation Rights (SARs) [Member] - Equity Incentive Plan [Member] - USD ($) $ / shares in Units, shares in Thousands, $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2018
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Balance at the beginning of the period, Shares	340
Granted, Shares	0	333
Exercised, Shares	(222)
Balance at the end of the period, Shares	118
Vested or expected to vest at the end of the period, Shares	118
Exercisable at the end of the period, Shares	27
Balance at the beginning of the period, Weighted Average Exercise Price	$ 0
Granted, Weighted Average Exercise Price	0
Exercised, Weighted Average Exercise Price	0
Forfeited or expired, Weighted Average Exercise Price	0
Balance at the end of the period, Weighted Average Exercise Price	0
Vested or expected to vest at the end of the period, Weighted Average Exercise Price	0
Exercisable at the end of the period, Weighted Average Exercise Price	$ 0
Balance at the end of the period, Weighted Average Remaining Contractual Term	7 years 1 month 6 days
Vested or expected to vest at the end of the period, Weighted Average Remaining Contractual Term	7 years 1 month 6 days
Exercisable at the end of the period, Weighted Average Remaining Contractual Term	5 years 10 months 24 days
Balance at the end of the period, Aggregate Intrinsic Value	$ 1,081
Vested or expected to vest at the end of the period, Aggregate Intrinsic Value	1,081
Exercisable at the end of the period, Aggregate Intrinsic Value	$ 214

Stock-Based Compensation - Weig

Stock-Based Compensation - Weighted Average Grant Date of SARs Granted and Total Intrinsic Value of SARs Exercised (Detail) - Stock Appreciation Rights (SARs) [Member] - Equity Incentive Plan [Member] - USD ($) $ / shares in Units, shares in Thousands, $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Granted, Shares	0		333
Weighted average grant-date fair value per SAR	$ 0		$ 6.84
Intrinsic value of SARs exercised	$ 2,236	$ 4,893	$ 320
Fair value of vested	$ 1,230	$ 2,053	$ 1,950

Stock-Based Compensation - Su_3

Stock-Based Compensation - Summary of Nonvested Stock Appreciation Rights (Detail) - Stock Appreciation Rights (SARs) [Member] - Equity Incentive Plan [Member] - $ / shares shares in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2018
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Balance at the beginning of the period, Shares	279
Granted, Shares	0	333
Vested, Shares	(188)
Forfeited or expired, Shares	0
Balance at the end of the period, Shares	91
Balance at the beginning of the period, Weighted Average Grant-Date Fair Value	$ 6.63
Granted, Weighted Average Grant-Date Fair Value	0	$ 6.84
Vested, Weighted Average Grant-Date Fair Value	6.53
Forfeited or expired, Weighted Average Grant-Date Fair Value	0
Balance at the end of the period, Weighted Average Grant-Date Fair Value	$ 6.84

Stock-Based Compensation - Su_4

Stock-Based Compensation - Summary of Nonvested Restricted Shares and Restricted Stock Units (Detail) - Restricted Shares and Restricted Stock Units (RSU's) [Member] - Equity Incentive Plan [Member] - $ / shares shares in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Balance at the beginning of the period, Shares	1,148
Granted, Shares	633	508	492
Vested, Shares	(131)
Forfeited, Shares	(266)
Balance at the end of the period, Shares	1,384	1,148
Balance at the beginning of the period, Weighted Average Grant-Date Fair Value	$ 28.61
Granted, Weighted Average Grant-Date Fair Value	25.60	$ 28.43	$ 28.16
Vested, Weighted Average Grant-Date Fair Value	28.82
Forfeited or expired, Weighted Average Grant-Date Fair Value	29.39
Balance at the end of the period, Weighted Average Grant-Date Fair Value	$ 27.06	$ 28.61

Stock-Based Compensation - Su_5

Stock-Based Compensation - Summary of Nonvested Restricted Shares and Restricted Stock Units (Parenthetical) (Detail) - Restricted Shares and Restricted Stock Units (RSU's) [Member] - Equity Incentive Plan [Member]	12 Months Ended
	Dec. 31, 2020
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Performance-based nonvested restricted shares/RSUs percentage	76.00%
Employment-based nonvested restricted shares/RSUs percentage	24.00%

Stock-Based Compensation - Su_6

Stock-Based Compensation - Summary of Weighted Average Grant-Date Fair Value Granted and Total Fair Value of Restricted Shares and Restricted Stock Units Vested (Detail) - Restricted Shares and Restricted Stock Units (RSU's) [Member] - Equity Incentive Plan [Member] - USD ($) $ / shares in Units, shares in Thousands, $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Granted, Shares	633	508	492
Weighted average grant-date fair value	$ 25.60	$ 28.43	$ 28.16
Fair value of vested	$ 3,774	$ 3,647	$ 8,342

Stock-Based Compensation - Su_7

Stock-Based Compensation - Summary of Nonvested Common Stock Units and Share Awards (Detail) - Common Stock Awards [Member] - Non-Employee Director Compensation [Member] - $ / shares shares in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Balance at the beginning of the period, Shares	11
Granted, Shares	32	34	34
Vested, Shares	(34)
Balance at the end of the period, Shares	9	11
Balance at the beginning of the period, Weighted Average Grant-Date Fair Value	$ 25.61
Granted, Weighted Average Grant-Date Fair Value	25	$ 25.41	$ 27.68
Vested, Weighted Average Grant-Date Fair Value	25.16
Balance at the end of the period, Weighted Average Grant-Date Fair Value	$ 25.10	$ 25.61

Stock-Based Compensation - Su_8

Stock-Based Compensation - Summary of Weighted Average Grant-Date Fair Value of Common Stock Units and Share Awards Granted and Total Fair Value of Common Stock Units and Share Awards Vested (Detail) - Common Stock Awards [Member] - Non-Employee Director Compensation [Member] - USD ($) $ / shares in Units, shares in Thousands, $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Granted, Shares	32	34	34
Granted, Weighted Average Grant-Date Fair Value	$ 25	$ 25.41	$ 27.68
Fair value of vested	$ 840	$ 840	$ 880

Stock-Based Compensation - Su_9

Stock-Based Compensation - Summary of Nonvested Common Stock (Detail) - Common Stock Awards [Member] - Deferred Compensation Plan [Member] - $ / shares shares in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Balance at the beginning of the period, Shares	11
Granted, Shares	15	16	16
Vested, Shares	(12)
Forfeited, Shares	(2)
Balance at the end of the period, Shares	12	11
Balance at the beginning of the period, Weighted Average Grant-Date Fair Value	$ 29.24
Granted, Weighted Average Grant-Date Fair Value	28.93	$ 29.10	$ 28.48
Vested, Weighted Average Grant-Date Fair Value	28.68
Forfeited or expired, Weighted Average Grant-Date Fair Value	28.55
Balance at the end of the period, Weighted Average Grant-Date Fair Value	$ 29.50	$ 29.24

Stock-Based Compensation - S_10

Stock-Based Compensation - Summary of Weighted Average Grant-Date Fair Value of Common Stock Awarded and Cash Used to Settle Company's Obligation under Deferred Compensation (Detail) - Common Stock Awards [Member] - Deferred Compensation Plan [Member] - USD ($) $ / shares in Units, shares in Thousands, $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Granted, Shares	15	16	16
Weighted average grant-date fair value	$ 28.93	$ 29.10	$ 28.48
Fair value of vested	$ 349	$ 320	$ 315
Cash used to settle the obligation	$ 188	$ 366	$ 804

Stock-Based Compensation - S_11

Stock-Based Compensation - Summary of Nonvested Acquisition-Related Restricted Shares and Restricted Stock Units (Detail) - Restricted Shares and Restricted Stock Units (RSU's) [Member] - Acquisition-Related Restricted Shares [Member] - Symphony [Member] - $ / shares shares in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Balance at the beginning of the period, Shares	88
Granted, Shares	0	0	124
Vested, Shares	(44)
Forfeited, Shares	0
Balance at the end of the period, Shares	44	88
Balance at the beginning of the period, Weighted Average Grant-Date Fair Value	$ 30.67
Granted, Weighted Average Grant-Date Fair Value	0	$ 0	$ 30.67
Vested, Weighted Average Grant-Date Fair Value	30.67
Forfeited or expired, Weighted Average Grant-Date Fair Value	0
Balance at the end of the period, Weighted Average Grant-Date Fair Value	$ 30.67	$ 30.67

Stock-Based Compensation - S_12

Stock-Based Compensation - Summary of Acquisition-Related Restricted Shares and Restricted Stock Units Granted and Vested (Detail) - Restricted Shares and Restricted Stock Units (RSU's) [Member] - Acquisition-Related Restricted Shares [Member] - Symphony [Member] - USD ($) $ / shares in Units, shares in Thousands, $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Granted, Shares	0	0	124
Weighted average grant-date fair value	$ 0	$ 0	$ 30.67
Fair value of vested	$ 1,364	$ 1,091	$ 0

Segments and Geographic Infor_3

Segments and Geographic Information - Additional Information (Detail)	12 Months Ended
	Dec. 31, 2020SegmentRegion	Dec. 31, 2019	Dec. 31, 2018
Segment Reporting [Abstract]
Number of operating regions | Region	2
Number of reportable segments | Segment	2
Percentage of consolidated revenue of top ten clients	42.20%	42.20%	44.20%

Segments and Geographic Infor_4

Segments and Geographic Information - Company's Reportable Segments (Detail) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Segment Reporting Information [Line Items]
Revenues	$ 1,710,261	$ 1,614,762	$ 1,625,687
Percentage of revenues	100.00%	100.00%	100.00%
Depreciation, net	$ 51,418	$ 51,916	$ 57,350
Amortization of intangibles	14,003	16,639	15,542
Income (loss) from operations	81,784	89,800	63,202
Total other income (expense), net	(1,217)	(3,877)	(6,285)
Income taxes	(24,135)	(21,842)	(7,991)
Net income	56,432	64,081	48,926
Americas [Member]
Segment Reporting Information [Line Items]
Revenues	$ 1,381,008	$ 1,296,660	$ 1,330,638
Percentage of revenues	80.70%	80.30%	81.90%
Americas [Member] | Operating Segments [Member]
Segment Reporting Information [Line Items]
Revenues	$ 1,381,008	$ 1,296,660	$ 1,330,638
Percentage of revenues	80.70%	80.30%	81.90%
Depreciation, net	$ 40,903	$ 42,386	$ 48,378
Amortization of intangibles	10,654	13,304	14,287
Income (loss) from operations	153,711	134,948	108,021
EMEA [Member]
Segment Reporting Information [Line Items]
Revenues	$ 329,238	$ 318,013	$ 294,954
Percentage of revenues	19.30%	19.70%	18.10%
EMEA [Member] | Operating Segments [Member]
Segment Reporting Information [Line Items]
Revenues	$ 329,238	$ 318,013	$ 294,954
Percentage of revenues	19.30%	19.70%	18.10%
Depreciation, net	$ 7,586	$ 6,521	$ 5,952
Amortization of intangibles	3,349	3,335	1,255
Income (loss) from operations	1,667	17,918	16,507
Other Segment [Member]
Segment Reporting Information [Line Items]
Revenues	$ 15	$ 89	$ 95
Percentage of revenues	0.00%	0.00%	0.00%
Depreciation, net	$ 2,929	$ 3,009	$ 3,020
Income (loss) from operations	(73,594)	(63,066)	(61,326)
Total other income (expense), net	(1,217)	(3,877)	(6,285)
Income taxes	$ (24,135)	$ (21,842)	$ (7,991)

Segments and Geographic Infor_5

Segments and Geographic Information - Total Revenue from Company's Largest Client (Detail) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Revenue, Major Customer [Line Items]
Amount	$ 1,710,261	$ 1,614,762	$ 1,625,687
Customer Concentration Risk [Member] | Largest Client [Member]
Revenue, Major Customer [Line Items]
Amount	$ 117,893	$ 111,131	$ 164,972
Customer Concentration Risk [Member] | Sales Revenue, Net [Member] | Largest Client [Member]
Revenue, Major Customer [Line Items]
% of Revenues	6.90%	6.90%	10.10%
Americas [Member]
Revenue, Major Customer [Line Items]
Amount	$ 1,381,008	$ 1,296,660	$ 1,330,638
Americas [Member] | Customer Concentration Risk [Member] | Largest Client [Member]
Revenue, Major Customer [Line Items]
Amount	$ 117,893	$ 111,131	$ 164,793
Americas [Member] | Customer Concentration Risk [Member] | Sales Revenue, Net [Member] | Largest Client [Member]
Revenue, Major Customer [Line Items]
% of Revenues	8.50%	8.60%	12.40%
EMEA [Member]
Revenue, Major Customer [Line Items]
Amount	$ 329,238	$ 318,013	$ 294,954
EMEA [Member] | Customer Concentration Risk [Member] | Largest Client [Member]
Revenue, Major Customer [Line Items]
Amount			$ 179
EMEA [Member] | Customer Concentration Risk [Member] | Sales Revenue, Net [Member] | Largest Client [Member]
Revenue, Major Customer [Line Items]
% of Revenues	0.00%	0.00%	0.10%

Segments and Geographic Infor_6

Segments and Geographic Information - Revenues by Segment from Major Customers Other than AT&T Corporation (Detail) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Revenue, Major Customer [Line Items]
Amount	$ 1,710,261	$ 1,614,762	$ 1,625,687
Customer Concentration Risk [Member] | Greater Than Ten Percent Of Segment Revenue Other Than AT&T Corporation [Member]
Revenue, Major Customer [Line Items]
Amount	$ 110,895	$ 40,138	$ 104,856
Sales Revenue, Net [Member] | Customer Concentration Risk [Member] | Greater Than Ten Percent Of Segment Revenue Other Than AT&T Corporation [Member]
Revenue, Major Customer [Line Items]
% of Revenues	6.50%	2.50%	6.40%
Americas [Member]
Revenue, Major Customer [Line Items]
Amount	$ 1,381,008	$ 1,296,660	$ 1,330,638
Americas [Member] | Sales Revenue, Net [Member] | Customer Concentration Risk [Member] | Greater Than Ten Percent Of Segment Revenue Other Than AT&T Corporation [Member]
Revenue, Major Customer [Line Items]
% of Revenues	0.00%	0.00%	0.00%
EMEA [Member]
Revenue, Major Customer [Line Items]
Amount	$ 329,238	$ 318,013	$ 294,954
EMEA [Member] | Customer Concentration Risk [Member] | Greater Than Ten Percent Of Segment Revenue Other Than AT&T Corporation [Member]
Revenue, Major Customer [Line Items]
Amount	$ 110,895	$ 40,138	$ 104,856
EMEA [Member] | Sales Revenue, Net [Member] | Customer Concentration Risk [Member] | Greater Than Ten Percent Of Segment Revenue Other Than AT&T Corporation [Member]
Revenue, Major Customer [Line Items]
% of Revenues	33.70%	12.60%	35.50%

Segments and Geographic Infor_7

Segments and Geographic Information - Operation by Delivery Location (Detail) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Segment Reporting Information [Line Items]
Revenue	$ 1,710,261	$ 1,614,762	$ 1,625,687
Americas [Member]
Segment Reporting Information [Line Items]
Revenue	1,381,008	1,296,660	1,330,638
Americas [Member] | Operating Segments [Member]
Segment Reporting Information [Line Items]
Revenue	1,381,008	1,296,660	1,330,638
Americas [Member] | Operating Segments [Member] | United States [Member]
Segment Reporting Information [Line Items]
Revenue	647,497	614,493	668,580
Americas [Member] | Operating Segments [Member] | The Philippines [Member]
Segment Reporting Information [Line Items]
Revenue	267,965	250,888	231,966
Americas [Member] | Operating Segments [Member] | Costa Rica [Member]
Segment Reporting Information [Line Items]
Revenue	151,753	127,078	127,963
Americas [Member] | Operating Segments [Member] | Canada [Member]
Segment Reporting Information [Line Items]
Revenue	102,714	99,037	102,353
Americas [Member] | Operating Segments [Member] | El Salvador [Member]
Segment Reporting Information [Line Items]
Revenue	71,591	81,195	81,156
Americas [Member] | Operating Segments [Member] | Other [Member]
Segment Reporting Information [Line Items]
Revenue	139,488	123,969	118,620
EMEA [Member]
Segment Reporting Information [Line Items]
Revenue	329,238	318,013	294,954
EMEA [Member] | Operating Segments [Member]
Segment Reporting Information [Line Items]
Revenue	329,238	318,013	294,954
EMEA [Member] | Operating Segments [Member] | Other [Member]
Segment Reporting Information [Line Items]
Revenue	227,370	223,847	203,251
EMEA [Member] | Operating Segments [Member] | Germany [Member]
Segment Reporting Information [Line Items]
Revenue	101,868	94,166	91,703
Other Segment [Member]
Segment Reporting Information [Line Items]
Revenue	$ 15	$ 89	$ 95

Segments and Geographic Infor_8

Segments and Geographic Information - Operation by Geographic Location (Detail) - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019
Segment Reporting Information [Line Items]
Long-Lived assets	$ 279,950	$ 331,102
Americas [Member] | Operating Segments [Member]
Segment Reporting Information [Line Items]
Long-Lived assets	223,254	271,792
Americas [Member] | Operating Segments [Member] | United States [Member]
Segment Reporting Information [Line Items]
Long-Lived assets	92,332	128,325
Americas [Member] | Operating Segments [Member] | The Philippines [Member]
Segment Reporting Information [Line Items]
Long-Lived assets	51,251	60,475
Americas [Member] | Operating Segments [Member] | Costa Rica [Member]
Segment Reporting Information [Line Items]
Long-Lived assets	19,936	23,575
Americas [Member] | Operating Segments [Member] | Canada [Member]
Segment Reporting Information [Line Items]
Long-Lived assets	9,241	7,557
Americas [Member] | Operating Segments [Member] | El Salvador [Member]
Segment Reporting Information [Line Items]
Long-Lived assets	14,697	18,478
Americas [Member] | Operating Segments [Member] | Other [Member]
Segment Reporting Information [Line Items]
Long-Lived assets	35,797	33,382
EMEA [Member] | Operating Segments [Member]
Segment Reporting Information [Line Items]
Long-Lived assets	42,100	41,308
EMEA [Member] | Operating Segments [Member] | Other [Member]
Segment Reporting Information [Line Items]
Long-Lived assets	34,460	33,413
EMEA [Member] | Operating Segments [Member] | Germany [Member]
Segment Reporting Information [Line Items]
Long-Lived assets	7,640	7,895
Other Segment [Member]
Segment Reporting Information [Line Items]
Long-Lived assets	$ 14,596	$ 18,002

Other Income (Expense) - Other

Other Income (Expense) - Other Income (Expense), Net (Detail) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Other Nonoperating Income Expense [Abstract]
Foreign currency transaction gains (losses)	$ (1,645)	$ (1,262)	$ 2,029
Gains (losses) on derivative instruments not designated as hedges	(673)	(674)	(1,751)
Other miscellaneous income (expense)	(40)	(857)	(1,659)
Other income (expense)	(49)	(414)	(2,248)
Other Income (Expense), Net [Member]
Other Nonoperating Income Expense [Abstract]
Net investment gains (losses) on investments held in rabbi trust	$ 2,309	$ 2,379	$ (867)

Related Party Transactions - Ad

Related Party Transactions - Additional Information (Detail) - John H. Sykes [Member] - USD ($) $ in Millions	1 Months Ended	12 Months Ended
	Jan. 31, 2008	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Schedule of Other Related Party Transactions [Line Items]
Duration of lease	20 years
Lease termination penalty		$ 0.1
Payment to landlord under the lease terms		$ 0.5	$ 0.5	$ 0.5
Related party transaction, description		In January 2008, the Company entered into a lease for a customer experience management center located in Kingstree, South Carolina. The landlord, Kingstree Office One, LLC, is an entity controlled by John H. Sykes, the founder, former Chairman and 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 was cancellable at the option of the Company.