DOCUMENT AND ENTITY INFORMATION
DOCUMENT AND ENTITY INFORMATION - USD ($) $ in Millions | 12 Months Ended | ||
Dec. 31, 2015 | Mar. 08, 2016 | Jun. 30, 2015 | |
Document and Entity Information Abstract | |||
Entity Registrant Name | StarTek, Inc. | ||
Entity Central Index Key | 1,031,029 | ||
Document Type | 10-K | ||
Document Period End Date | Dec. 31, 2015 | ||
Amendment Flag | false | ||
Current Fiscal Year End Date | --12-31 | ||
Entity Well-known Seasoned Issuer | No | ||
Entity Voluntary Filers | No | ||
Entity Current Reporting Status | Yes | ||
Entity Filer Category | Accelerated Filer | ||
Entity Public Float | $ 73.1 | ||
Entity Common Stock, Shares Outstanding | 15,699,398 | ||
Document Fiscal Year Focus | 2,015 | ||
Document Fiscal Period Focus | FY |
CONSOLIDATED STATEMENTS OF OPER
CONSOLIDATED STATEMENTS OF OPERATIONS AND COMPREHENSIVE LOSS - USD ($) shares in Thousands, $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Statement of Comprehensive Income [Abstract] | |||
Revenue | $ 282,134 | $ 250,080 | $ 231,257 |
Cost of services | 257,830 | 219,608 | 206,932 |
Gross profit | 24,304 | 30,472 | 24,325 |
Selling, general and administrative expenses | 34,427 | 31,397 | 28,828 |
Impairment losses and restructuring charges, net | 3,890 | 3,965 | 94 |
Operating loss | (14,013) | (4,890) | (4,597) |
Interest and other income (expense), net | (1,139) | (6) | (1,579) |
Loss before income taxes | (15,152) | (4,896) | (6,176) |
Income tax expense | 464 | 564 | 230 |
Net loss | (15,616) | (5,460) | (6,406) |
Other comprehensive (loss) income, net of tax: | |||
Foreign currency translation adjustments | (47) | (415) | (898) |
Change in fair value of derivative instruments | (427) | 599 | (2,640) |
Comprehensive loss | $ (16,090) | $ (5,276) | $ (9,944) |
Net loss per common share - basic and diluted (in usd per share) | $ (1.01) | $ (0.35) | $ (0.42) |
Weighted average common shares outstanding - basic and diluted (in shares) | 15,529 | 15,394 | 15,339 |
CONSOLIDATED BALANCE SHEETS
CONSOLIDATED BALANCE SHEETS - USD ($) $ in Thousands | Dec. 31, 2015 | Dec. 31, 2014 |
Current assets: | ||
Cash and cash equivalents | $ 2,626 | $ 5,306 |
Trade accounts receivable, net | 57,940 | 46,103 |
Derivative asset | 0 | 48 |
Prepaid expenses | 2,019 | 2,257 |
Other current assets | 1,433 | 794 |
Total current assets | 64,018 | 54,508 |
Property, plant and equipment, net | 30,364 | 28,180 |
Long-term deferred income tax assets | 1,349 | 1,429 |
Intangible assets, net | 7,847 | 2,609 |
Goodwill | 9,148 | 4,136 |
Other long-term assets | 2,948 | 2,931 |
Total assets | 115,674 | 93,793 |
Current liabilities: | ||
Accounts payable | 9,470 | 10,434 |
Accrued liabilities: | ||
Accrued employee compensation and benefits | 12,066 | 7,831 |
Other accrued liabilities | 3,103 | 3,040 |
Line of Credit | 32,214 | 4,640 |
Derivative liability | 524 | 1,250 |
Deferred income tax liabilities | 1,263 | 965 |
Other current debt | 3,497 | 2,170 |
Other current liabilities | 1,560 | 1,342 |
Total current liabilities | 63,697 | 31,672 |
Deferred rent | 1,629 | 1,593 |
Other debt | 8,189 | 4,770 |
Other liabilities | 234 | 1,077 |
Total liabilities | $ 73,749 | $ 39,112 |
Commitments and contingencies | ||
Stockholders’ equity: | ||
Common stock, 32,000,000 non-convertible shares, $0.01 par value, authorized; 15,699,398 and 15,414,803 shares issued and outstanding at December 31, 2015 and 2014, respectively | $ 157 | $ 154 |
Additional paid-in capital | 78,439 | 76,056 |
Accumulated other comprehensive loss | (351) | (825) |
Accumulated deficit | (36,320) | (20,704) |
Total stockholders’ equity | 41,925 | 54,681 |
Total liabilities and stockholders’ equity | $ 115,674 | $ 93,793 |
CONSOLIDATED BALANCE SHEETS _Pa
CONSOLIDATED BALANCE SHEETS [Parenthetical] - $ / shares | Dec. 31, 2015 | Dec. 31, 2014 |
Statement of Financial Position [Abstract] | ||
Common stock, par value (in usd per share) | $ 0.01 | $ 0.01 |
Common stock, non-convertible shares authorized | 32,000,000 | 32,000,000 |
Common stock, shares issued | 15,699,398 | 15,414,803 |
Common stock, shares outstanding | 15,699,398 | 15,414,803 |
CONSOLIDATED STATEMENTS OF CASH
CONSOLIDATED STATEMENTS OF CASH FLOWS - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Operating Activities | |||
Net loss | $ (15,616) | $ (5,460) | $ (6,406) |
Adjustments to reconcile net loss to net cash (used in) provided by operating activities: | |||
Depreciation and amortization | 13,261 | 10,379 | 12,527 |
Impairment losses | 323 | 0 | 531 |
(Gains) losses on disposal of assets | (509) | (136) | 1,074 |
Gain on dissolution of subsidiary | 0 | (413) | 0 |
Loss on sale leaseback transaction | 0 | 0 | 475 |
Share-based compensation expense | 1,469 | 1,625 | 1,607 |
Amortization of deferred gain on sale leaseback transaction | (168) | (276) | (273) |
Deferred income taxes | 210 | 993 | 166 |
Income tax benefit related to other comprehensive income | (282) | (117) | 0 |
Changes in operating assets and liabilities: | |||
Trade accounts receivable, net | (2,448) | (2,444) | (2,711) |
Prepaid expenses and other assets | (490) | 1,389 | (1,958) |
Accounts payable | 764 | 948 | 435 |
Accrued and other liabilities | (1,150) | (2,108) | 775 |
Net cash (used in) provided by operating activities | (4,636) | 4,380 | 6,242 |
Investing Activities | |||
Proceeds from note receivable | 0 | 645 | 658 |
Proceeds from sale of assets | 982 | 1,135 | 3,394 |
Proceeds from sale leaseback transaction | 0 | 0 | 1,337 |
Purchases of property, plant and equipment | (7,722) | (11,661) | (8,843) |
Cash paid for acquisitions of businesses | (18,258) | (3,419) | (2,097) |
Net cash used in investing activities | (24,998) | (13,300) | (5,551) |
Financing Activities | |||
Proceeds from stock option exercises | 736 | 41 | 141 |
Proceeds from line of credit | 318,890 | 170,447 | 41,390 |
Principal payments on line of credit | (291,316) | (166,807) | (40,390) |
Payment of payroll taxes relating to vesting of restricted stock | 0 | 0 | (6) |
Net proceeds from the issuance of common stock | 181 | 118 | 97 |
Principal payments on long-term debt | (373) | (183) | 0 |
Principal payments on capital lease obligations | (1,599) | (200) | (19) |
Net cash provided by financing activities | 26,519 | 3,416 | 1,213 |
Effect of exchange rate changes on cash | 435 | (179) | (98) |
Net (decrease) increase in cash and cash equivalents | (2,680) | (5,683) | 1,806 |
Cash and cash equivalents at beginning of period | 5,306 | 10,989 | 9,183 |
Cash and cash equivalents at end of period | 2,626 | 5,306 | 10,989 |
Supplemental Disclosure of Cash Flow Information | |||
Cash paid for interest | 1,601 | 548 | 54 |
Cash paid for income taxes | 348 | 60 | 533 |
Supplemental Disclosure of Noncash Investing Activities | |||
Assets acquired through capital lease and direct financing | $ 7,388 | $ 4,879 | $ 1,413 |
CONSOLIDATED STATEMENTS OF STOC
CONSOLIDATED STATEMENTS OF STOCKHOLDERS' EQUITY - USD ($) $ in Thousands | Total | Common Stock | Additional Paid-In Capital | Accumulated Other Comprehensive Income (Loss) | Accumulated Deficit |
Balance at Dec. 31, 2012 | $ 66,279 | $ 153 | $ 72,435 | $ 2,529 | $ (8,838) |
Balance (in shares) at Dec. 31, 2012 | 15,298,947 | ||||
Increase (Decrease) in Stockholders' Equity [Roll Forward] | |||||
Stock options exercised | 141 | $ 1 | 140 | ||
Stock options exercised (in shares) | 38,577 | ||||
Stock issued for services | 45 | $ 0 | 45 | ||
Stock issued for services (in shares) | 8,318 | ||||
Restricted shares forfeited | (3) | $ 0 | (3) | ||
Restricted shares forfeited (in shares) | (1,067) | ||||
Shares withheld for taxes on restricted stock vested | (6) | $ 0 | (6) | ||
Shares withheld for taxes on restricted stock vested (in shares) | (823) | ||||
Issuance of common stock pursuant to Employee Stock Purchase Plan | 97 | $ 0 | 97 | ||
Issuance of common stock pursuant to Employee Stock Purchase Plan (in shares) | 24,404 | ||||
Share-based compensation expense | 1,565 | 1,565 | |||
Net loss | (6,406) | (6,406) | |||
Change in accumulated other comprehensive income (loss) | (3,538) | (3,538) | |||
Balance at Dec. 31, 2013 | 58,174 | $ 154 | 74,273 | (1,009) | (15,244) |
Balance (in shares) at Dec. 31, 2013 | 15,368,356 | ||||
Increase (Decrease) in Stockholders' Equity [Roll Forward] | |||||
Stock options exercised | 41 | $ 0 | 41 | ||
Stock options exercised (in shares) | 14,383 | ||||
Stock issued for services | 90 | $ 0 | 90 | ||
Stock issued for services (in shares) | 12,670 | ||||
Issuance of common stock pursuant to Employee Stock Purchase Plan | 117 | $ 0 | 117 | ||
Issuance of common stock pursuant to Employee Stock Purchase Plan (in shares) | 19,394 | ||||
Share-based compensation expense | 1,535 | 1,535 | |||
Net loss | (5,460) | (5,460) | |||
Change in accumulated other comprehensive income (loss) | 184 | 184 | |||
Balance at Dec. 31, 2014 | $ 54,681 | $ 154 | 76,056 | (825) | (20,704) |
Balance (in shares) at Dec. 31, 2014 | 15,414,803 | 15,414,803 | |||
Increase (Decrease) in Stockholders' Equity [Roll Forward] | |||||
Stock options exercised | $ 736 | $ 2 | 734 | ||
Stock options exercised (in shares) | 236,049 | 236,049 | |||
Stock issued for services | $ 22 | $ 0 | 22 | ||
Stock issued for services (in shares) | 2,319 | ||||
Issuance of common stock pursuant to Employee Stock Purchase Plan | 181 | $ 1 | 180 | ||
Issuance of common stock pursuant to Employee Stock Purchase Plan (in shares) | 46,227 | ||||
Share-based compensation expense | 1,447 | 1,447 | |||
Net loss | (15,616) | (15,616) | |||
Change in accumulated other comprehensive income (loss) | 474 | 474 | |||
Balance at Dec. 31, 2015 | $ 41,925 | $ 157 | $ 78,439 | $ (351) | $ (36,320) |
Balance (in shares) at Dec. 31, 2015 | 15,699,398 | 15,699,398 |
BASIS OF PRESENTATION AND SUMMA
BASIS OF PRESENTATION AND SUMMARY OF SIGNIFICANT ACCOUNTING POLICIES | 12 Months Ended |
Dec. 31, 2015 | |
Accounting Policies [Abstract] | |
BASIS OF PRESENTATION AND SUMMARY OF SIGNIFICANT ACCOUNTING POLICIES | BASIS OF PRESENTATION AND SUMMARY OF SIGNIFICANT ACCOUNTING POLICIES StarTek, Inc. ("STARTEK") is a comprehensive contact center and business process outsourcing services company. For over 25 years, we have partnered with our clients to effectively handle their customers throughout the customer life cycle. We have provided customer experience management solutions that solve strategic business challenges so that businesses can effectively manage customer relationships across all contact points. Headquartered in Greenwood Village, Colorado, we operate facilities in the U.S., Canada, Honduras, Jamaica, and the Philippines. We operate within three business segments: Domestic, Nearshore, and Offshore. Refer to Note 16, "Segment Information," for further information. Consolidation Our consolidated financial statements include the accounts of all wholly-owned subsidiaries after elimination of significant intercompany balances and transactions. Reclassification Certain amounts for 2014 have been reclassified in the consolidated balance sheets to conform to the 2015 presentation. Use of Estimates The preparation of our consolidated financial statements in conformity with U.S. generally accepted accounting principles ("GAAP") requires management to make estimates and assumptions that affect the reported amounts included in the financial statements and accompanying notes. Estimates and assumptions are reviewed periodically, and the effects of revisions are reflected in the period they are determined to be necessary. Concentration of Credit Risk We are exposed to credit risk in the normal course of business, primarily related to accounts receivable and derivative instruments. Historically, the losses related to credit risk have been immaterial. We regularly monitor credit risk to mitigate the possibility of current and future exposures resulting in a loss. We evaluate the creditworthiness of clients prior to entering into an agreement to provide services and on an on-going basis as part of the processes of revenue recognition and accounts receivable. We do not believe we are exposed to more than a nominal amount of credit risk in our derivative hedging activities, as the counter parties are established, well-capitalized financial institutions. Foreign Currency The assets and liabilities of our foreign operations that are recorded in foreign currencies are translated into U.S. dollars at exchange rates prevailing at the balance sheet date. Revenues and expenses are translated at the weighted-average exchange rate during the reporting period. Resulting translation adjustments, net of applicable deferred income taxes, are recorded in accumulated other comprehensive income. Foreign currency transaction gains and losses are included in interest and other income (expense), net in our consolidated statements of operations and comprehensive loss. Such gains and losses were not material for any period presented. Revenue Recognition We invoice our clients monthly in arrears and recognize revenues for such services when completed. Substantially all of our contractual arrangements are based either on a production rate, meaning that we recognize revenue based on the billable hours or minutes of each call center agent, or on a rate per transaction basis. These rates could be based on the number of paid hours the agent works, the number of minutes the agent is available to answer calls, or the number of minutes the agent is actually handling calls for the client, depending on the client contract. Production rates vary by client contract and can fluctuate based on our performance against certain pre-determined criteria related to quality and performance. Additionally, some clients are contractually entitled to penalties when we are out of compliance with certain quality and/or performance obligations defined in the client contract. Such penalties are recorded as a reduction to revenue as incurred based on a measurement of the appropriate penalty under the terms of the client contract. Likewise, some client contracts stipulate that we are entitled to bonuses should we meet or exceed these predetermined quality and/or performance obligations. These bonuses are recognized as incremental revenue in the period in which they are earned. As a general rule, our contracts do not qualify for separate unit of accounting for multiple deliverables. We provide initial training to customer service representatives upon commencement of new contracts and recognize revenues for such training as the services are provided based upon the production rate (i.e., billable hours and rates related to the training services as stipulated in our contractual arrangements). Accordingly, the corresponding training costs, consisting primarily of labor and related expenses, are recognized as incurred. Allowance for Doubtful Accounts An allowance for doubtful accounts is provided for known and estimated potential losses arising from sales to customers based on a periodic review of these accounts. The allowance for doubtful accounts as of December 31, 2015 was $132 and $0 for December 31, 2014 . Fair Value Measurements The carrying value of our cash and cash equivalents, accounts receivable, notes receivable, accounts payable, restructuring liabilities, and line of credit approximate fair value because of their short-term nature. Fair value is the price that would be received from selling an asset or paid to transfer a liability in an orderly transaction between market participants at the measurement date. When determining the fair value measurements for assets and liabilities, which are required to be recorded at fair value, we consider the principal or most advantageous market in which we would transact and the market-based risk measurements or assumptions that market participants would use in pricing the asset or liability, such as inherent risk, transfer restrictions, and credit risk. The fair value hierarchy prioritizes the inputs to valuation techniques used to measure fair value. The hierarchy requires that the Company maximize the use of observable inputs and minimize the use of unobservable inputs. The levels of the fair value hierarchy are described below: Level 1 - Quoted prices for identical instruments traded in active markets. Level 2 - Quoted prices for similar instruments in active markets, quoted prices for identical or similar instruments in markets that are not active, and model-based valuation techniques for which all significant assumptions are observable in the market. Level 3 - Unobservable inputs that can not be supported by market activity and that are significant to the fair value of the asset or liability, such as the use of certain pricing models, discounted cash flow models and similar techniques that use significant assumptions. These unobservable inputs reflect our own estimates of assumptions that market participants would use in pricing the asset or liability. Refer to Note 8, “Fair Value Measurements,” for additional information on how we determine fair value for our assets and liabilities. Cash and Cash Equivalents We consider cash equivalents to be short-term, highly liquid investments readily convertible to known amounts of cash and so near their maturity at purchase that they present insignificant risk of changes in value because of changes in interest rates. Restricted cash of $ 0 , $ 187 , and $456 included in other current assets at December 31, 2015 , 2014 , and 2013 represents escrowed funds related to the sale-leaseback of our Greeley North property. Derivative Instruments and Hedging Activities Our derivative instruments consist of foreign currency forward contracts and are recorded as either an asset or liability measured at its fair value, with changes in the fair value of qualifying hedges recorded in other comprehensive income. Changes in a derivative’s fair value are recognized currently in the statements of operations unless specific hedge accounting criteria are met. Special accounting for qualifying hedges allows a derivative’s gains and losses to offset the related results of the hedged item and requires that we must formally document, designate and assess the effectiveness of transactions that receive hedge accounting treatment. We generally are able to apply cash flow hedge accounting which associates the results of the hedges with forecasted future intercompany expenses. The current mark-to-market gain or loss is recorded in accumulated other comprehensive income and will be re-classified to operations as the forecasted intercompany expenses are incurred, typically within one year. During 2015 , 2014 , and 2013 , our cash flow hedges were highly effective and hedge ineffectiveness was not material. While we expect that our derivative instruments that have been designated as hedges will continue to meet the conditions for hedge accounting, if hedges do not qualify as highly effective or if we do not believe that forecasted transactions will occur, the changes in the fair value of the derivatives used as hedges will be reflected in earnings. Property, Plant and Equipment Property, plant, and equipment, are stated at depreciated cost. Additions and improvement activities are capitalized. Maintenance and repairs are expensed as incurred. Assets held under capital leases are recorded at the lower of the net present value of the minimum lease payments or the fair value of the leased asset at the inception of the lease. Depreciation and amortization is computed using the straight-line method based on their estimated useful lives, as follows: Estimated Useful Life Buildings and building improvements 10-30 years Telephone and computer equipment 3-5 years Software 3 years Furniture, fixtures, and miscellaneous equipment 5-7 years We depreciate leasehold improvements associated with operating leases over the shorter of the expected useful life or remaining life of the lease. Amortization expense related to assets recorded under capital leases is included in depreciation and amortization expense. Impairment of Long-Lived Assets We periodically, on at least an annual basis, evaluate potential impairments of our long-lived assets. In our annual evaluation or when we determine that the carrying value of a long-lived asset may not be recoverable based upon the existence of one or more indicators of impairment, we evaluate the projected undiscounted cash flows related to the assets. If these cash flows are less than the carrying values of the assets, we measure the impairment based on the excess of the carrying value of the long-lived asset over the long-lived asset’s fair value. Our projections contain assumptions pertaining to anticipated levels of utilization and revenue that may or may not be under contract but are based on our experience and/or projections received from our customers. Goodwill Goodwill is recorded at fair value and not amortized, but is reviewed for impairment at least annually or more frequently if impairment indicators arise. Our goodwill is allocated by reporting unit and is evaluated for impairment by first performing a qualitative assessment to determine whether a quantitative goodwill test is necessary. If it is determined, based on qualitative factors, that the fair value of the reporting unit may be more likely than not less than carrying amount, or if significant adverse changes in our future financial performance occur that could materially impact fair value, a quantitative goodwill impairment test would be required. Additionally, we can elect to forgo the qualitative assessment and perform the quantitative test. The first step of the quantitative test compares the fair value of the reporting unit to its carrying amount, including goodwill. If the carrying amount of a reporting unit exceeds its fair value, there is a potential impairment and the second step must be performed. The second step compares the implied fair value of goodwill with the carrying amount of goodwill. If the carrying amount of goodwill exceeds the implied fair value, the excess is required to be recorded as an impairment. The implied fair value of goodwill is determined by assigning the fair value of the reporting unit to all the assets and liabilities of that unit (including any unrecognized intangible assets) as if the reporting unit had been acquired in a business combination. We define our reporting units to be the same as our operating segments and have elected to perform the annual impairment assessment for goodwill in the fourth quarter. Intangible Assets We amortize all acquisition-related intangible assets that are subject to amortization based using the straight-line method over the estimated useful life based on economic benefit as follows: Estimated Useful Life Developed technology 8 years Customer base and customer relationships 3-10 years Trade name 6-7 years Noncompete agreement 2 years We perform a review of intangible assets to determine if facts and circumstances indicate that the useful life is shorter than we had originally estimated or that the carrying amount of assets may not be recoverable. If such facts and circumstances exist, we assess recoverability by comparing the projected undiscounted net cash flows associated with the related asset or group of assets over their remaining lives against their respective carrying amounts. Impairments, if any, are based on the excess of the carrying amount over the fair value of those assets. If the useful life is shorter than originally estimated, we accelerate the rate of amortization and amortize the remaining carrying value over the new shorter useful life. For further discussion of goodwill and identified intangible assets, refer to Note 3, "Goodwill and Intangible Assets." Restructuring Charges On an ongoing basis, management assesses the profitability and utilization of our facilities and in some cases management has chosen to close facilities. Severance payments that occur from reductions in workforce are in accordance with our postemployment policy and/or statutory requirements that are communicated to all employees upon hire date; therefore, severance liabilities are recognized when they are determined to be probable and estimable. Other liabilities for costs associated with an exit or disposal activity are recognized when the liability is incurred, instead of upon commitment to an exit plan. A significant assumption used in determining the amount of the estimated liability for closing a facility is the estimated liability for future lease payments on vacant facilities. We determine our estimate of sublease payments based on our ability to successfully negotiate early termination agreements with landlords, a third-party broker or management’s assessment of our ability to sublease the facility based upon the market conditions in which the facility is located. If the assumptions regarding early termination and the timing and amounts of sublease payments prove to be inaccurate, we may be required to record additional losses, or conversely, a future gain. Leases Rent holidays, landlord/tenant incentives and escalations are included in some instances in the base price of our rent payments over the term of our operating leases. We recognize rent holidays and rent escalations on a straight-line basis over the lease term. The landlord/tenant incentives are recorded as deferred rent and amortized on a straight line basis over the lease term. Assets held under capital leases are included in property, plant and equipment, net in our consolidated balance sheets and depreciated over the term of the lease. Rent payments under the leases are recognized as a reduction of the capital lease obligation and interest expense. Deferred Gains on Sale and Leaseback Transactions We amortize deferred gains on the sale and leaseback of properties under operating leases over the life of the lease. The amortization of these gains is recorded as a reduction to rent expense. The deferred gain is recorded in our consolidated balance sheets in other current liabilities. Income Taxes Income taxes are accounted for under the asset and liability method. Deferred income taxes reflect net effects of temporary differences between carrying amounts of assets and liabilities for financial reporting purposes and amounts used for income tax purposes. We are subject to foreign income taxes on our foreign operations. We are required to estimate our income taxes in each jurisdiction in which we operate. This process involves estimating our actual current tax exposure, together with assessing temporary differences resulting from differing treatment of items for tax and financial reporting purposes. The tax effects of these temporary differences are recorded as deferred tax assets or deferred tax liabilities. Deferred tax assets and liabilities are measured using enacted tax rates expected to apply to taxable income in the years in which those temporary differences are expected to be recovered or settled. The effect of a change in tax rates on deferred tax assets and liabilities is recognized in income in the period during which such rates are enacted. We record a valuation allowance when it is more likely than not that we will not realize the net deferred tax assets in a certain jurisdiction. We record tax benefits when they are more likely than not to be realized. Our policy is to reflect penalties and interest as part of income tax expense as they become applicable. Stock-Based Compensation We recognize expense related to all share-based payments to employees, including grants of employee stock options, based on the grant-date fair values amortized straight-line over the period during which the employees are required to provide services in exchange for the equity instruments. We include an estimate of forfeitures when calculating compensation expense. We use the Black-Scholes method for valuing stock-based awards. See Note 11, “Share-Based Compensation and Employee Benefit Plans,” for further information regarding the assumptions used to calculate share-based payment expense. Recently Issued Accounting Standards In February 2016, the Financial Accounting Standards Board ("FASB") issued Accounting Standards Update ("ASU") 2016-02, “Leases (Topic 842)” (“ASU 2016-02”). These amendments require the recognition of lease assets and lease liabilities on the balance sheet by lessees for those leases currently classified as operating leases under ASC 840 “Leases”. These amendments also require qualitative disclosures along with specific quantitative disclosures. These amendments are effective for fiscal years beginning after December 15, 2018, including interim periods within those fiscal years. Early application is permitted. Entities are required to apply the amendments at the beginning of the earliest period presented using a modified retrospective approach. We are currently evaluating the impact that the adoption of ASU 2016-02 will have on our financial condition, results of operations and cash flows. In November 2015, the FASB issued ASU No. 2015-17, Income Taxes - Balance Sheet Classification of Deferred Taxes (Topic 740) ("ASU No. 2015-17"). ASU No. 2015-17 requires deferred tax liabilities and assets to be classified as noncurrent in the consolidated balance sheet and is effective for interim and annual periods beginning after December 15, 2016, with early adoption permitted. It may be applied either prospectively to all deferred tax liabilities and assets or retrospectively to all periods presented. The adoption of the provisions of ASU No. 2015-17 is not expected to have a material impact on our financial position or results of operations. In September 2015, the FASB issued ASU No. 2015-16, Business Combinations - Simplifying the Accounting for Measurement- Period Adjustments (Topic 805) ("ASU No. 2015-16"). ASU No. 2015-16 requires that an acquirer recognize adjustments to provisional amounts that are identified during the measurement period in the reporting period in which the adjustment amounts are determined. It is effective for interim and annual periods beginning after December 15, 2015, with early adoption permitted, and is to be applied on a prospective basis. Effective June 30, 2015, the company adopted the provisions of ASU No. 2015-16. The adoption of the provisions of ASU No. 2015-16 did not materially impact our financial position or results of operations. In April 2015, the FASB issued ASU 2015-05, Intangibles - Goodwill and Other - Internal-Use Software (Subtopic 350-40) Customer’s Accounting for Fees Paid in a Cloud Computing Arrangement (“ASU 2015-05”). These amendments provide guidance to customers about whether a cloud computing arrangement includes a software license. If a cloud computing arrangement includes a software license, the customer should account for the software license element of the arrangement consistent with the acquisition of other software licenses. If a cloud computing arrangement does not include a software license, the customer should account for the arrangement as a service contract. The new guidance does not change the accounting for a customer’s accounting for service contracts. These amendments are effective for annual periods, including interim periods within those annual periods, beginning after December 15, 2015; early adoption is permitted. Entities can adopt the amendments either (1) prospectively to all arrangements entered into or materially modified after the effective date or (2) retrospectively. We do not expect the adoption of ASU 2015-05 on January 1, 2016 to materially impact our financial position or results of operations. In February 2015, the FASB issued ASU 2015-02, Consolidation (Topic 810) Amendments to the Consolidation Analysis (“ASU 2015-02”). These amendments are intended to improve targeted areas of the consolidation guidance for legal entities such as limited partnerships, limited liability corporations and securitization structures. These amendments affect the consolidation evaluation for reporting organizations. In addition, the amendments simplify and improve current U.S. GAAP by reducing the number of consolidation models. The amendments are effective for fiscal years, and for interim periods within those fiscal years, beginning after December 15, 2015; early adoption is permitted. Entities may apply the amendments using either a modified retrospective approach or retrospectively. We do not expect the adoption of ASU 2015-02 on January 1, 2016 to materially impact our financial position or results of operations. In August 2014, the FASB issued ASU 2014-15, Presentation of Financial Statements—Going Concern: Disclosure of Uncertainties about an Entity’s Ability to Continue as a Going Concern ("ASU 2014-15"). The standard requires an entity's management to evaluate whether there are conditions or events that raise substantial doubt about the entity's ability to continue as a going concern within one year after the date that the financial statements are issued. Public entities are required to apply the standard for annual reporting periods ending after December 15, 2016, and interim periods thereafter. Early application is permitted. We do not expect the adoption of this standard to have a material impact on our financial statements or disclosures. In May 2014, the FASB issued ASU No. 2014-09, Revenue from Contracts with Customers (Topic 606) (“ASU 2014-09”). ASU 2014-09 amends the guidance for revenue recognition to replace numerous, industry-specific requirements and converges areas under this topic with those of the International Financial Reporting Standards. The ASU implements a five-step process for customer contract revenue recognition that focuses on transfer of control, as opposed to transfer of risk and rewards. The amendment also requires enhanced disclosures regarding the nature, amount, timing and uncertainty of revenues and cash flows from contracts with customers. Other major provisions include the capitalization and amortization of certain contract costs, ensuring the time value of money is considered in the transaction price, and allowing estimates of variable consideration to be recognized before contingencies are resolved in certain circumstances. The amendments in this ASU are effective for reporting periods beginning after December 15, 2016, and early adoption is prohibited. Entities can transition to the standard either retrospectively or as a cumulative-effect adjustment as of the date of adoption. We are currently assessing the impact the adoption of ASU 2014-09, including possible transition alternatives, will have on our financial statements. |
ACQUISITIONS
ACQUISITIONS | 12 Months Ended |
Dec. 31, 2015 | |
Business Combinations [Abstract] | |
ACQUISITIONS | ACQUISITIONS Accent Marketing Services On June 1, 2015, we acquired 100% of the membership interests of Accent Marketing Services, L.L.C. ("ACCENT") pursuant to a Membership Interest Purchase Agreement with MDC Corporate (US) Inc. and MDC Acquisition Inc. ACCENT is a business process outsourcing company providing contact center services and customer engagement solutions across six locations in the U.S. and Jamaica. ACCENT’s data-driven approach helps brands maximize their engagement with consumers and enables brands to influence behavior, all while generating a better return on investment across all customer touch points, including phone, online and social media channels. The results of ACCENT's operations have been included in our consolidated financial statements since the acquisition date. ACCENT's customer engagement agency model and platform complements our Ideal Dialogue practice, significantly enhancing our solution set and commitment to results-driven analytics and customer insights for our clients. Accordingly, we paid a premium for ACCENT, resulting in the recognition of goodwill. On June 1, 2015, consideration in the amount of $18,326 , which included $2,326 of estimated working capital, was funded through borrowings from our secured revolving credit facility. See Note 10, "Debt," for further information. During the third quarter and in accordance with the purchase agreement, the working capital calculation was finalized and MDC agreed to refund $834 as a result. The purchase price allocation below reflects the final working capital calculation. We accounted for the acquisition in accordance with ASC 805, Business Combinations , whereby the purchase price paid was allocated to the tangible and identifiable intangible assets acquired and liabilities assumed from ACCENT based on their estimated fair values as of the closing date. Certain amounts are provisional and are subject to change. The following summarizes the estimated fair values of the identifiable assets acquired and liabilities assumed as of the acquisition date. These estimates of fair value of identifiable assets acquired and liabilities assumed are preliminary, pending final evaluation of certain assets, and therefore are subject to revisions that may result in adjustments to the values presented below: Amount Cash $ 16,000 Working capital adjustment 1,492 Total allocable purchase price $ 17,492 Accounts receivable 9,441 Fixed assets 2,649 Prepaid expenses and other assets 201 Customer relationships 5,240 Trade name 850 Goodwill 5,012 Accounts payable (5,574 ) Other accrued expenses and current liabilities (327 ) Total preliminary purchase price allocation $ 17,492 The customer relationships and trade name have estimated useful lives of eight and six years, respectively. The goodwill recognized was attributable primarily to the acquired workforce, increased utilization of our delivery platform and other synergistic benefits. Goodwill recognized was assigned to our Domestic segment. The amount of ACCENT's revenues and net loss since the acquisition date included in our consolidated statements of operations and comprehensive loss for the year ended December 31, 2015 were as follows: From June 1, 2015 Through December 31, 2015 Revenues $ 40,421 Net loss $ (411 ) The following table presents the unaudited pro forma information assuming the acquisition of ACCENT occurred on January 1, 2014. The unaudited pro forma information is not necessarily indicative of the results of operations that would have been achieved if the acquisition and related borrowings had taken place on January 1, 2014: Twelve Months Ended December 31, 2015 2014 Revenues $ 309,269 $ 320,153 Net loss $ (16,634 ) $ (11,504 ) Net loss per common share - basic and diluted $ (1.07 ) $ (0.75 ) Weighted average common shares outstanding - basic and diluted 15,529 15,394 These amounts have been calculated to reflect the additional amortization and interest expense that would have been incurred assuming the borrowings occurred on January 1, 2014, together with the consequential tax effects. Acquisition-related costs of approximately $1.3 million comprised of transaction and integration costs, are included in selling, general and administrative expenses in our consolidated statements of operations and comprehensive loss for the year ended December 31, 2015 . Collection Center, Inc. On October 1, 2014, we acquired Collection Center, Inc. ("CCI"), a receivables management company for approximately $ 4,105 , net of interest incurred. CCI specializes in providing collection services primarily in the healthcare industry and also in the financial services, utility and commercial industries. We paid $ 2,610 of the purchase price in cash on the acquisition date with the remaining balance to be paid quarterly by September 2016. The remaining payments may be adjusted if certain quarterly revenue targets are not met. Ideal Dialogue Company, LLC On March 18, 2013, we acquired Ideal Dialogue Company, LLC (“IDC”) for approximately $ 1,500 in cash. IDC uses analysis and unique methodologies based on more than 50 years of research in the science of human communication to optimize agent-customer interactions. IDC provides solutions that improve hiring, training, leadership development, quality monitoring and executive insight to enable customer management organizations to consistently create engaging conversations with customers. RN's On Call On July 24, 2013, we acquired RN's On Call, a business process outsourcing provider in the health care industry, for approximately $ 1,455 , net of interest incurred. The company provides health care related services to patients on behalf of the professional medical community. |
GOODWILL AND INTANGIBLE ASSETS
GOODWILL AND INTANGIBLE ASSETS | 12 Months Ended |
Dec. 31, 2015 | |
Goodwill and Intangible Assets Disclosure [Abstract] | |
GOODWILL AND INTANGIBLE ASSETS | GOODWILL AND INTANGIBLE ASSETS Goodwill All of the goodwill related to the acquisitions of Accent, IDC, RN's On Call and CCI was assigned to our Domestic segment. We perform a goodwill impairment analysis at least annually (in the fourth quarter of each year), unless indicators of impairment exist in interim periods. We performed a quantitative assessment to determine if it was more likely than not that the fair value of each of our reporting units with goodwill exceeded its carrying value. In making this assessment, we evaluated overall business and overall economic conditions since the date of our acquisitions as well as expectations of projected revenues and cash flows, assumptions impacting the weighted average cost of capital and overall global industry and market conditions. We concluded that the fair value of the domestic reporting unit was in excess of its carrying value and goodwill was not impaired as of December 31, 2015 . Intangible Assets The following table presents our intangible assets as of December 31, 2015 : Gross Intangibles Accumulated Amortization Net Intangibles Weighted Average Amortization Period (years) Developed technology $ 390 $ 134 $ 256 3.07 Customer relationships 7,550 871 6,679 4.58 Trade name 1,050 138 912 3.75 $ 8,990 $ 1,143 $ 7,847 4.44 Amortization expense of intangible assets was $852 , $115 , and $186 for the years ended December 31, 2015 , 2014 and 2013 , respectively. We estimated future amortization expense for the succeeding years relating to the intangible assets resulting from acquisitions as follows: Year Ending December 31, Amount 2016 $ 1,150 2017 1,140 2018 1,140 2019 1,131 2020 1,128 Thereafter 2,158 We evaluated our intangible assets based on current economic and business indicators and determined they were not impaired as of December 31, 2015 . |
IMPAIRMENT LOSSES AND RESTRUCTU
IMPAIRMENT LOSSES AND RESTRUCTURING CHARGES | 12 Months Ended |
Dec. 31, 2015 | |
Restructuring and Related Activities [Abstract] | |
IMPAIRMENT LOSSES AND RESTRUCTURING CHARGES | IMPAIRMENT LOSSES AND RESTRUCTURING CHARGES Impairment Losses During 2015, we pursued opening additional capacity in our Nearshore segment. When it became evident that this additional capacity was not necessary, we recognized $323 of impairment losses related to certain assets we determined to be no longer useful. There were no impairment losses recognized in 2014. We recognized impairment losses of $ 531 in the fourth quarter of 2013 in our Nearshore segment related to the closure of our site in Costa Rica, which closed during 2014. Disposal of Long-Lived Assets During 2015, we terminated the lease on a portion of under-utilized space in the Offshore segment. As part of this transaction, we sold the assets that were occupying this space to the new lessee and recognized a gain on sale of $ 509 , which is included in interest and other income (expense), net. During 2013, we implemented a plan to outsource a significant portion of our IT platform. As a result, we transferred certain IT assets to the provider, resulting in a loss on disposal of $ 966 , which is included in interest and other income (expense), net. The useful life of the impacted assets was shortened to the transition period, which resulted in accelerated depreciation charges of $ 637 in cost of services during 2013. Restructuring Charges The table below summarizes the balance of accrued restructuring costs by segment, which is included in other current liabilities in our consolidated balance sheets, and the changes during the years ended December 31, 2015 , 2014 , and 2013 : Facility-Related and Employee Related Costs Domestic Nearshore Offshore Total Balance as of January 1, 2013 957 — — 957 Expense (reversal) (499 ) — — (499 ) Payments, net of receipts for sublease (436 ) — — (436 ) Foreign currency translation adjustment (6 ) — — (6 ) Balance as of December 31, 2013 16 — — 16 Expense (reversal) 1,064 1,342 — 2,406 Payments, net of receipts for sublease (984 ) (1,333 ) — (2,317 ) Balance as of December 31, 2014 96 9 — 105 Expense (reversal) 1,561 112 64 1,737 Payments, net of receipts for sublease (855 ) (9 ) (64 ) (928 ) Balance as of December 31, 2015 802 112 — 914 Domestic Segment In 2015, we decided to close the Enid, Oklahoma, Kansas City, Missouri, and Jeffersonville, Indiana sites. In conjunction with the ACCENT acquisition, we also eliminated a number of positions that were considered redundant. We established restructuring reserves for employee related costs of $1,289 at the time the decisions were made, and facility related costs of $272 at the time the facilities were vacated. We expect to pay the remaining costs by the end of the second quarter of 2016. In February 2014, we announced the closure of our Jonesboro, Arkansas facility, which ceased operations in the second quarter of 2014 when the business transitioned to another facility. We established a restructuring reserve of $192 for employee related costs and recognized additional charges of $ 609 when the facility closed. The remaining costs are expected to be paid out through 2015. We also recognized a net gain of $256 related to the early termination of our lease. During 2014, we continued to pursue operating efficiencies through streamlining our organizational structure and leveraging our shared services centers in low-cost regions. We eliminated several positions as a result and incurred restructuring charges of $ 279 . We paid the remaining costs in 2015. In 2013, we closed three sites in our Domestic segment. The restructuring plans for two of the sites were complete in the first quarter of 2013. The remaining site was subleased, along with certain furniture, fixtures, equipment and leasehold improvements in the facility, through December 31, 2014, when the restructuring plan was substantially complete. Nearshore Segment During 2015, we pursued opening additional capacity in our nearshore segment. When it became evident that this additional capacity was not necessary, we decided to abandon the plan and establish a restructuring reserve of $ 112 for the remaining facility costs. We expect the remaining costs to be paid out through 2016. In June 2014, we announced the closure of our Heredia, Costa Rica facility, included in our Latin America segment, which ceased operations in the third quarter of 2014. We established a restructuring reserve of $1,004 for employee related costs and recognized additional charges of $ 338 when the facility closed. The plan was complete in the second quarter of 2015. Offshore Segment During 2015, we continued to pursue operating efficiencies through streamlining our organizational structure and leveraging our shared services centers in low-cost regions. We eliminated several positions as a result and incurred restructuring charges of $ 64 . We paid all of these costs in 2015 and the restructuring plan is complete. IT Transformation During the third quarter 2015, we completed our initiative to outsource our data centers and move to a hosted solutions model. We recognized $1,461 and $ 1,704 of restructuring expense, as incurred, on this project in 2015 and 2014, respectively. |
NET LOSS PER SHARE
NET LOSS PER SHARE | 12 Months Ended |
Dec. 31, 2015 | |
Earnings Per Share [Abstract] | |
NET LOSS PER SHARE | NET LOSS PER SHARE Basic net loss per common share is computed on the basis of our weighted average number of common shares outstanding. Diluted earnings per share is computed on the basis of our weighted average number of common shares outstanding plus the effect of dilutive stock options and non-vested restricted stock using the treasury stock method. Securities totaling 2,430,434 , 2,412,337 , and 2,302,417 for the years ended December 31, 2015 , 2014 , and 2013 , respectively, have been excluded from loss per share because their effect would have been anti-dilutive. |
PRINCIPAL CLIENTS
PRINCIPAL CLIENTS | 12 Months Ended |
Dec. 31, 2015 | |
Risks and Uncertainties [Abstract] | |
PRINCIPAL CLIENTS | PRINCIPAL CLIENTS The following table represents revenue concentration of our principal clients: Year Ended December 31, 2015 2014 2013 Revenue Percentage Revenue Percentage Revenue Percentage T-Mobile USA, Inc., a subsidiary of Deutsche Telekom $ 69,427 24.6 % $ 76,675 30.7 % $ 64,095 27.7 % AT&T Services, Inc. and AT&T Mobility, LLC, subsidiaries of AT&T, Inc. $ 35,019 12.4 % $ 55,265 22.1 % $ 58,395 25.3 % Comcast Cable Communications Management, LLC, subsidiary of Comcast Corporation $ 31,976 11.3 % $ 40,868 16.3 % $ 45,887 19.8 % We enter into contracts and perform services with our major clients that fall under the scope of master service agreements (MSAs) with statements of work (SOWs) specific to each line of business. These MSAs and SOWs may automatically renew or be extended by mutual agreement and are generally terminable by the customer or us with prior written notice. On July 28, 2011, we entered into a new master services agreement with T-Mobile effective July 1, 2011, which covers all services that we provide to T-Mobile. The new master services agreement with T-Mobile replaces the previous master services agreement dated October 1, 2007, has an initial term of five years and will automatically renew for additional one -year periods thereafter, but may be terminated by T-Mobile upon 90 days written notice. On January 25, 2013, we entered into a new master services agreement with AT&T Services, Inc., that was scheduled to expire on December 31, 2015 and has been extended through June 30, 2016, but may be terminated by AT&T with written notice. Our work for AT&T is covered by several contracts for a variety of different lines of AT&T business. These contracts expire on various dates prior to 2018. On January 4, 2014, we signed a new master services agreement with Comcast, effective June 22, 2013. The new master services agreement covers all services provided to Comcast, has an initial term of one year, and will automatically renew for additional one -year periods unless either party gives notice of cancellation. This new agreement provides for the same services as the original master services agreement that was signed in 2011 and would have expired in 2014. Neither party gave notice of termination; therefore, the contract has renewed for the year ending June 22, 2016, but Comcast may terminate the agreement upon 90 days written notice. |
DERIVATIVE INSTRUMENTS
DERIVATIVE INSTRUMENTS | 12 Months Ended |
Dec. 31, 2015 | |
Derivative Instruments and Hedging Activities Disclosure [Abstract] | |
DERIVATIVE INSTRUMENTS | DERIVATIVE INSTRUMENTS We use derivatives to partially offset our business exposure to foreign currency exchange risk. We enter into foreign currency exchange contracts to hedge our anticipated operating commitments that are denominated in foreign currencies, including forward contracts and range forward contracts (a transaction where both a call option is purchased and a put option is sold). The contracts cover periods commensurate with expected exposure, generally three to twelve months, and are principally unsecured foreign exchange contracts. The market risk exposure is essentially limited to risk related to currency rate movements. We operate in Canada, Honduras, Jamaica, the Philippines and the United States where the functional currencies are the Canadian dollar, the Jamaican dollar, and the Philippine peso, respectively, which are used to pay labor and other operating costs in those countries. We provide funds for these operating costs as our client contracts generate revenues which are paid in U.S. dollars. In Honduras, our functional currency is the U.S. dollar and the majority of our costs are denominated in U.S. dollars. We have elected to designate our derivatives as cash flow hedges in order to associate the results of the hedges with forecasted expenses. During the years ended December 31, 2015 , 2014 , and 2013 , we entered into Canadian dollar forward contracts for a notional amount of 8,580 , 14,630 , and 10,860 Canadian dollars, respectively, and during the years ended December 31, 2015 , 2014 and 2013 , we entered into Philippine peso non-deliverable forward contracts for a notional amount of 1,029,100 , 2,685,550 , and 2,515,110 Philippine pesos, respectively. As of December 31, 2015, we have not entered into any arrangements to hedge our exposure to fluctuations in Honduran lempira or Jamaican dollar relative to the U.S. dollar. The following table shows the notional amount of our foreign exchange cash flow hedging instruments as of December 31, 2015 , 2014 , and 2013 : December 31, 2015 December 31, 2014 December 31, 2013 Local Currency Notional Amount U.S. Dollar Notional Amount Local Currency Notional Amount U.S. Dollar Notional Amount Local Currency Notional Amount U.S. Dollar Notional Amount Canadian dollar 2,470 $ 1,997 9,670 $ 8,736 10,860 $ 10,448 Philippine peso 329,000 7,263 1,627,920 36,989 1,511,910 35,948 $ 9,260 $ 45,725 $ 46,396 The Canadian dollar and Philippine peso foreign exchange contracts are to be delivered periodically through December 2016 at a purchase price of approximately $1,997 and $7,263 , respectively, and as such we expect unrealized gains and losses recorded in accumulated other comprehensive income will be reclassified to operations as the forecasted intercompany expenses are incurred, typically within twelve months. Derivative assets and liabilities associated with our hedging activities are measured at gross fair value as described in Note 8, “Fair Value Measurements,” and are reflected as separate line items in our consolidated balance sheets. The following table shows the effect of our derivative instruments designated as cash flow hedges for the years ended December 31, 2015 , 2014 , and 2013 : Gain (Loss) Recognized in AOCI, net of tax Years Ended December 31, Gain (Loss) Reclassified from AOCI into Income Years Ended December 31, 2015 2014 2013 2015 2014 2013 Cash flow hedges: Foreign exchange contracts (1,906 ) $ (2,232 ) $ (4,590 ) (2,587 ) $ (3,186 ) $ (1,950 ) |
FAIR VALUE MEASUREMENTS
FAIR VALUE MEASUREMENTS | 12 Months Ended |
Dec. 31, 2015 | |
Fair Value Disclosures [Abstract] | |
FAIR VALUE MEASUREMENTS | FAIR VALUE MEASUREMENTS The fair value hierarchy prioritizes the inputs to valuation techniques used to measure fair value. The hierarchy requires that the Company maximize the use of observable inputs and minimize the use of unobservable inputs. The levels of the fair value hierarchy are described below: Level 1 - Quoted prices for identical instruments traded in active markets. Level 2 - Quoted prices for similar instruments in active markets, quoted prices for identical or similar instruments in markets that are not active, and model-based valuation techniques for which all significant assumptions are observable in the market. Level 3 - Unobservable inputs that can not be supported by market activity and that are significant to the fair value of the asset or liability, such as the use of certain pricing models, discounted cash flow models and similar techniques that use significant assumptions. These unobservable inputs reflect our own estimates of assumptions that market participants would use in pricing the asset or liability. Derivative Instruments The values of our derivative instruments are derived from pricing models using inputs based upon market information, including contractual terms, market prices and yield curves. The inputs to the valuation pricing models are observable in the market, and as such are generally classified as Level 2 in the fair value hierarchy. The following tables set forth our derivative assets and liabilities measured at fair value on a recurring basis by level within the fair value hierarchy. As of December 31, 2015 Level 1 Level 2 Level 3 Total Derivative liabilities: Foreign exchange contracts $ — $ 524 $ — $ 524 As of December 31, 2014 Level 1 Level 2 Level 3 Total Derivative assets: Foreign exchange contracts $ — $ 48 $ — $ 48 Derivative liabilities: Foreign exchange contracts $ — $ 1,250 $ — $ 1,250 |
PROPERTY, PLANT & EQUIPMENT
PROPERTY, PLANT & EQUIPMENT | 12 Months Ended |
Dec. 31, 2015 | |
Property, Plant and Equipment [Abstract] | |
PROPERTY, PLANT & EQUIPMENT | PROPERTY, PLANT AND EQUIPMENT Our property, plant and equipment as of December 31, 2015 and 2014 consisted of the following, by asset class: 2015 2014 Land $ 30 $ 30 Buildings and improvements 20,936 24,106 Telephone and computer equipment 38,925 37,677 Software 35,162 34,246 Furniture, fixtures, and miscellaneous equipment 15,359 16,446 Construction in progress 1,041 2,412 Assets acquired under capital lease 13,582 6,142 125,036 121,059 Less accumulated depreciation (92,501 ) (92,429 ) Less accumulated amortization under capital lease (2,171 ) (450 ) Total property, plant and equipment, net $ 30,364 $ 28,180 Depreciation expense for property, plant and equipment was $12,408 and $10,118 for the years ended December 31, 2015 and 2014, respectively. |
DEBT
DEBT | 12 Months Ended |
Dec. 31, 2015 | |
Debt Disclosure [Abstract] | |
DEBT | DEBT Secured Revolving Credit Facility Effective February 28, 2012, we entered into a secured revolving credit facility with Wells Fargo Bank, which had a maturity date of February 28, 2016. On April 29, 2015, we entered into a secured revolving credit facility ("Credit Agreement") with BMO Harris Bank N.A. ("Lender") and terminated our $20,000 secured revolving credit facility with Wells Fargo Bank. All amounts owed under the Wells Fargo Bank credit facility were repaid with borrowings under the Credit Agreement in the amount of approximately $9,300 , which included an early termination fee in the amount of $100 . The Credit Agreement is effective through April 2020 and the amount we may borrow under the agreement is the lesser of the borrowing base calculation or $50,000 , and so long as no default has occurred and with the Administrative Agent’s consent, we may increase the maximum availability to $70,000 in $5,000 increments. We may request letters of credit under the Credit Agreement in an aggregate amount equal to the lesser of the borrowing base calculation (minus outstanding advances) and $5,000 . The borrowing base is generally defined as 85% of our eligible accounts receivable less certain reserves as defined in the Credit Agreement. After consideration of outstanding borrowings of $ 32.2 million , our remaining borrowing capacity was $12.8 million as of December 31, 2015. Initially, borrowings under the Credit Agreement bore interest at one, two, three or six-month LIBOR , as selected by us, plus 1.75% to 2.50% , depending on current availability under the Credit Agreement and until January 1, 2016, the interest rate was the selected LIBOR plus 1.75% . On June 1, 2015, we amended certain definitions in the Credit Agreement adjusting the borrowings to bear interest at one-month LIBOR plus 1.75% to 2.50% , depending on current availability under the Credit Agreement. We pay letter of credit fees equal to the applicable margin ( 1.75% to 2.50% ) times the daily maximum amount available to be drawn under all letters of credit outstanding and a monthly unused fee at a rate per annum of 0.25% on the aggregate unused commitment under the Credit Agreement. We granted the Lender a security interest in substantially all of our assets, including all cash and cash equivalents, accounts receivable, general intangibles, owned real property, and equipment and fixtures. In addition, under the Credit Agreement, we are subject to certain standard affirmative and negative covenants, including the following financial covenants: 1) maintaining a maximum consolidated fixed charge coverage ratio of 1.10 to 1.00 if a reporting trigger period commences and 2) limiting non-financed capital expenditures during 2015 to $10,500 and during each fiscal year thereafter during the term to $10,000 . On November 6, 2015, we entered into a second amendment to our Credit Agreement with the Lender. The amendment replaced the fixed charge coverage ratio with a Consolidated EBITDA covenant, modified the Consolidated EBITDA definition, and decreased the limits on future capital expenditures. The Lender also agreed to engage in discussions regarding revised financial covenants for 2016 upon our delivery to the Lender of our 2016 projections. On January 20, 2016, we entered into a third amendment to our Credit Agreement with the Lender. The amendment established the Consolidated EBITDA covenants for each month of 2016 that will apply if we cross the availability threshold in the Credit Agreement. As of December 31, 2015, we had exceeded the capital expenditure covenant, but subsequently received a waiver from the Lender. We were otherwise in compliance with all other debt covenants at December 31, 2015. Other debt Notes payable During 2015, we entered into an agreement to finance the construction of site leasehold improvements in our Domestic segment. The note has a principal amount of $2,548 , bears interest at 4.25% , and has a term of 5 years. On October 1, 2014, we acquired Collection Center, Inc. ("CCI"), a receivables management company for $4,105 , net of interest incurred at an implied rate of approximately 14% . CCI specializes in providing collection services primarily in the healthcare industry and also in the financial services, utility and commercial industries. We paid $2,610 of the purchase price in cash on the acquisition date with the remaining balance to be paid quarterly by September 2016. Capital lease obligations During 2015 and 2014, we financed the construction of site leasehold improvements and purchases of furniture, fixtures and equipment in several sites in our Offshore segment. We recorded the respective assets and capital lease obligations of $4,840 and $3,844 in 2015 and 2014, respectively. The implied interest rates range from 3% to 5% and the lease terms are five years. During 2014, we entered into an agreement to finance the purchase of IT related assets. We recorded the respective assets and capital lease obligations for approximately $ 1,000 . The implied interest rate is approximately 7% and the term of the agreement is three years. During 2013, we sold a property in our Domestic segment and subsequently leased it back. We recorded both the asset and capital lease obligation in the amount of $1,413 . The implied interest rate is approximately 20% and the lease term is seven years. |
SHARE-BASED COMPENSATION AND EM
SHARE-BASED COMPENSATION AND EMPLOYEE BENEFIT PLANS | 12 Months Ended |
Dec. 31, 2015 | |
Disclosure of Compensation Related Costs, Share-based Payments [Abstract] | |
SHARE-BASED COMPENSATION AND EMPLOYEE BENEFIT PLANS | SHARE-BASED COMPENSATION AND EMPLOYEE BENEFIT PLANS We have a 2008 Equity Incentive Plan (the “Plan”), which reserved 900,000 shares of common stock for issuance pursuant to the terms of the Plan plus 274,298 shares that remained available for future issuance under prior plans on the effective date of the Plan, which was May 5, 2008. An Amended and Restated Plan was approved by our board of directors and stockholders at our annual meeting of stockholders in May 2014, which authorized an additional 500,000 shares of common stock for issuance. As of December 31, 2015 , there were 233,189 shares available for future grant under the Plan. Our plan is administered by the Compensation Committee (the "Committee") of the Board of Directors. The types of awards that may be granted under the Plan include stock options, stock appreciation rights, restricted stock, restricted stock units, performance units or other stock-based awards. The terms of the awards granted under the Plan will expire no later than ten years from the grant date. The Committee determines the vesting conditions of awards; however, subject to certain exceptions, an award that is not subject to the satisfaction of performance measures may not fully vest or become fully exercisable earlier than three years from the grant date, and the performance period for an award subject to performance measures may not be shorter than one year. At the beginning of each quarter, members of the board of directors, at their option, may elect to receive as compensation 1) stock options to purchase shares of common stock with a fair value equivalent of $ 22,500 (calculated using the Black-Scholes pricing model), 2) shares of common stock with a grant date fair value of $22,500 , 3) deferred stock units with a fair value equivalent of $22,500 (calculated using the Black-Scholes pricing model), with ownership of the common stock vesting immediately or over a period determined by the Committee and stated in the award or 4) any combination of options and common stock. Upon the date of grant, the members of the board of directors are immediately vested in the stock options or common stock. Stock Options A summary of stock option activity under the Plan is as follows: Shares Weighted Weighted-Average Outstanding as of January 1, 2015 2,412,337 $ 4.66 Granted 533,803 5.77 Exercised (236,049 ) 3.26 Forfeited/expired (282,350 ) 6.99 Expired (10,200 ) 15.68 Outstanding as of December 31, 2015 2,417,541 $ 4.74 7.05 Vested and exercisable as of December 31, 2015 1,337,705 $ 4.12 6.16 The weighted-average grant date fair value of options granted during the years ended December 31, 2015 , 2014 , and 2013 was $3.76 , $4.79 , and $3.44 , respectively. The total fair value of shares vested during the years ended December 31, 2015 , 2014 , and 2013 was $655 , $752 , and $965 , respectively. The assumptions used to determine the value of our stock-based awards under the Black-Scholes method are summarized below: 2015 2014 2013 Risk-free interest rate 1.71% - 2.4% 1.90% - 3.0% 0.36% - 2.7% Dividend yield —% —% —% Expected volatility 59.9% - 66.9% 60.6% - 67.1% 56.5% - 67.6% Expected life in years 7.6 7.0 7.0 The risk-free interest rate is based on the U.S. Treasury strip yield in effect at the time of grant with a term equal to the expected term of the stock option granted. Average expected life and volatilities are based on historical experience, which we believe will be indicative of future experience. Stock Grants and Deferred Stock Units Pursuant to the board of directors compensation program, 2,319 and 12,670 shares of stock were granted in the years ended December 31, 2015 and 2014 . No shares of stock were granted in the year ended December 31, 2013 . There were no deferred stock units outstanding as of December 31, 2013 and 2014 , and 12,893 were granted to members of the board of directors during 2015. The total fair value of stock grants made in the years ended December 31, 2015 and 2014 was $22 and $90 . The total fair value of deferred stock units granted in the year ended December 31, 2015 was $65 . Deferred stock units are fully vested upon issuance and are settled in shares of common stock upon the director’s termination of service. The fair value of stock grants and deferred stock units is calculated based on the closing price of our common stock on the date of grant. Share-based Compensation Expense The compensation expense that has been charged against income for December 31, 2015 , 2014 and 2013 was $1,469 , $ 1,625 , and $1,607 , respectively, and is included in selling, general and administrative expense. As of December 31, 2015 , there was $1,482 of total unrecognized compensation expense related to nonvested stock options, which is expected to be recognized over a weighted-average period of 2.06 years. Employee Stock Purchase Plan Under the terms of our employee stock purchase plan ("ESPP"), eligible employees may authorize payroll deductions up to 10% of their base pay to purchase shares of our common stock at a price equal to 85% of the lower of the closing price at the beginning or end of each quarterly stock purchase period. A total of 400,000 shares were authorized under the ESPP and 41,854 shares were available for issuance as of December 31, 2015 . During 2015, 2014, and 2013, 46,227 , 19,394 , and 24,404 shares were purchased under this plan at an average price of $ 3.92 , $ 6.07 , and $3.97 , respectively. Total expense recognized related to the ESPP during the years ended December 31, 2015 , 2014 , and 2013 was $ 50 , $ 27 , and $26 , respectively. The assumptions used to value the shares under the ESPP using the Black-Scholes method were as follows: 2015 2014 2013 Risk-free interest rate 0.00% - 0.16% 0.02% - 0.05% 0.02% - 0.07% Dividend yield —% —% —% Expected volatility 21.9% - 78.9% 20.7% - 23.5% 24.2% - 64.7% Expected life in years 3 months 3 months 3 months The weighted average grant date fair value of these shares was $ 1.09 , and $ 1.38 , and $1.07 per share during the years ended December 31, 2015 , 2014 , and 2013 , respectively. 401(k) Plan We have a safe harbor 401(k) plan that allows participation by all eligible employees as of the first day of the month following their hire date. Eligible employees may contribute up to the maximum limit determined by the Internal Revenue Code. Participants receive a matching contribution after completing one year of service. We match 100% of the participant’s contribution for the first 3% and 50% of the participant’s contribution for the next 2% . Company matching contributions to the 401(k) plan totaled $493 , $316 , and $288 for the years ended December 31, 2015 , 2014 , and 2013 , respectively. |
INTEREST AND OTHER INCOME (EXPE
INTEREST AND OTHER INCOME (EXPENSE), NET | 12 Months Ended |
Dec. 31, 2015 | |
Other Income and Expenses [Abstract] | |
INTEREST AND OTHER (INCOME) EXPENSE, NET | INTEREST AND OTHER INCOME (EXPENSE), NET Interest and other income (expense), net for the years ended December 31, 2015 , 2014 , and 2013 were composed of the following: Year Ended December 31, 2015 2014 2013 Interest income $ 2 $ 15 $ 88 Interest expense (1,685 ) (621 ) (114 ) Gain (loss) on disposal of assets $ 509 $ 136 (1,549 ) Other income 35 464 (4 ) Interest and other income (expense), net $ (1,139 ) $ (6 ) $ (1,579 ) |
INCOME TAXES
INCOME TAXES | 12 Months Ended |
Dec. 31, 2015 | |
Income Tax Disclosure [Abstract] | |
INCOME TAXES | INCOME TAXES The domestic and foreign source component of income (loss) from continuing operations before income taxes was: Year Ended December 31, 2015 2014 2013 U.S. $ (21,246 ) $ (10,677 ) $ (15,452 ) Foreign 6,094 5,781 9,276 Total $ (15,152 ) $ (4,896 ) $ (6,176 ) Significant components of the provision for income taxes from continuing operations were: Year Ended December 31, 2015 2014 2013 Current: Federal $ (264 ) $ (110 ) $ — State 33 53 — Foreign 360 (360 ) (29 ) Total current (benefit) expense $ 129 $ (417 ) $ (29 ) Deferred: Federal $ 164 $ 65 $ 25 State 11 4 2 Foreign 160 912 232 Total deferred expense $ 335 $ 981 $ 259 Income tax expense $ 464 $ 564 $ 230 GAAP requires all items be considered, including items recorded in other comprehensive income, in determining the amount of tax benefit that results from a loss from continuing operations that should be allocated to continuing operations. Significant components of deferred tax assets and deferred tax liabilities included in the accompanying consolidated balance sheets as of December 31, 2015 , 2014 , and 2013 were: Year Ended December 31, 2015 2014 2013 Current deferred tax assets (liabilities): Accrued restructuring costs $ 303 $ 36 $ (41 ) Other accrued liabilities 275 63 15 Derivative instruments 202 456 816 Prepaid expenses (554 ) (343 ) (209 ) Cumulative translation adjustment (1,178 ) (1,150 ) (1,397 ) Other (302 ) 356 373 Total current net deferred tax liabilities $ (1,254 ) $ (582 ) $ (443 ) Long-term deferred tax assets (liabilities): Fixed assets $ 2,077 $ 704 $ 2,969 Accrued stock compensation 4,114 3,656 3,085 Accrued restructuring costs — 29 47 Work opportunity credit carryforward 5,234 5,121 4,988 Operating loss carryforward 18,066 13,717 10,653 Intangibles and goodwill (53 ) (35 ) 22 Other 66 170 221 Net long-term deferred tax assets $ 29,504 $ 23,362 $ 21,985 Subtotal $ 28,250 $ 22,780 $ 21,542 Valuation allowance (28,162 ) (22,314 ) (20,000 ) Total net deferred tax asset $ 88 $ 466 $ 1,542 We consider all available evidence to determine whether it is more likely than not that some portion or all of the deferred tax assets will be realized. The ultimate realization of deferred tax assets is dependent upon the generation of future taxable income during the periods in which those temporary differences become realizable. Management considers the scheduled reversal of deferred tax liabilities (including the impact of available carryback and carryforward periods), and projected taxable income in assessing the realizability of deferred tax assets. In making such judgments, significant weight is given to evidence that can be objectively verified. In order to fully realize the U.S. deferred tax assets, we will need to generate sufficient taxable income in future periods before the expiration of the deferred tax assets governed by the tax code. We do not provide for deferred taxes on the excess of the financial reporting basis over the tax basis in our investments in foreign subsidiaries that are essentially permanent in duration. In general, it is our practice and intention to reinvest the earnings of our foreign subsidiaries in those operations. Generally, the earnings of our foreign subsidiaries become subject to U.S. taxation upon the remittance of dividends and under certain other circumstances. Exceptions may be made on a year-by-year basis to repatriate current year earnings of certain foreign subsidiaries based on cash needs in the U.S. As of December 31, 2015 , we have not provided for U.S. income taxes on undistributed earnings of our foreign subsidiaries, since such earnings are considered indefinitely reinvested. At December 31, 2015 , 2014 , and 2013 , U.S. income and foreign withholding taxes have not been provided for on approximately $ 1,300 , $ 1,872 , and $1,300 , respectively, of unremitted earnings of subsidiaries operating outside of the U.S. These earnings are estimated to represent the excess of the financial reporting over the tax basis in our investments in those subsidiaries and would become subject to U.S. income tax if they were remitted to the U.S. If we had not intended to utilize the undistributed earnings in our foreign operations for an indefinite period of time, the deferred tax liability as of December 31, 2015 would have been approximately $ 455 . Differences between U.S. federal statutory income tax rates and our effective tax rates for the years ended December 31, 2015 , 2014 , and 2013 for continuing operations were: Year Ended December 31, 2015 2014 2013 U.S. statutory tax rate 35.0 % 35.0 % 35.0 % Effect of state taxes (net of federal benefit) 1.7 % 0.6 % -1.0 % Effect of change in Canadian tax rate — % — % 1.5 % Rate differential on foreign earnings 10.9 % 31.9 % 48.5 % Foreign income taxed in the U.S. -8.3 % -55.2 % -95.0 % Uncertain tax positions -4.9 % 25.1 % 19.5 % Unremitted foreign earnings of subsidiary — % -1.1 % 27.7 % Valuation allowance -40.4 % -49.5 % -33.5 % Expiration of foreign tax credit carryforward — % — % -8.5 % Other, net 2.9 % 1.7 % 2.0 % Total -3.1 % -11.5 % -3.8 % As of December 31, 2015 , we had gross federal net operating loss carry forwards of approximately $53,454 expiring beginning in 2030 and gross state net operating loss carry forwards of approximately $53,743 expiring beginning in 2016 . We have been granted “Tax Holidays” as an incentive to attract foreign investment by the governments of Honduras, Jamaica, and certain qualifying locations in the Philippines. Generally, a Tax Holiday is an agreement between us and a foreign government under which we receive certain tax benefits in that country. In Honduras, we have been granted approval for an indefinite exemption from income taxes. The tax holidays for our qualifying Philippines facilities expire at staggered dates through 2019. Our Tax Holidays could be eliminated if there are future changes in our operations or the governmental authorities approve legislation to modify the Tax Holidays in the various taxing jurisdictions. The aggregate reduction in income tax expense for the years ended December 31, 2015 , 2014 , and 2013 was $1,106 , $1,370 , and $2,620 . Under accounting standards for uncertainty in income taxes (ASC 740-10), a company recognizes a tax benefit in the financial statements for an uncertain tax position only if management’s assessment is that the position is “more likely than not” (i.e., a likelihood greater than 50 percent) to be allowed by the tax jurisdiction based solely on the technical merits of the position. The term “tax position” in the accounting standards for income taxes refers to a position in a previously filed tax return or a position expected to be taken in a future tax return that is reflected in measuring current or deferred income tax assets and liabilities for interim or annual periods. The following table indicates the changes to our unrecognized tax benefits for the years ended December 31, 2015 , 2014 , and 2013 . The term “unrecognized tax benefits” in the accounting standards for income taxes refers to the differences between a tax position taken or expected to be taken in a tax return and the benefit measured and recognized in the financial statements. If recognized, all of these benefits would impact our income tax expense, before consideration of any related valuation allowance. Years Ended December 31, 2015 2014 2013 Unrecognized, January 1, $ 2,215 $ 3,502 $ 4,705 Additions based on tax positions taken in current year $ 888 $ 561 $ 1,090 Reductions based on tax positions taken in prior year $ (141 ) $ (1,848 ) $ (2,293 ) Unrecognized, December 31, $ 2,962 $ 2,215 $ 3,502 We file numerous consolidated and separate income tax returns in the U.S. federal jurisdiction and in many state jurisdictions, as well as in Canada, the Philippines, Costa Rica and Honduras. Our U.S. federal returns and most state returns for tax years 2010 and forward are subject to examination. Canadian returns for tax years 2011 and forward are subject to examination. Our returns since our commencement of operations in the Philippines in 2008, Costa Rica in 2011 and Honduras in 2012 are subject to examination. In December 2014, our Canadian subsidiary was notified that its income tax returns for the years ended December 31, 2013 and 2012 are under examination. We have not yet received any further correspondence from Canadian tax authorities regarding the examination. |
ACCUMULATED OTHER COMPREHENSIVE
ACCUMULATED OTHER COMPREHENSIVE INCOME (LOSS) | 12 Months Ended |
Dec. 31, 2015 | |
Stockholders' Equity Note [Abstract] | |
ACCUMULATED OTHER COMPREHENSIVE INCOME (LOSS) | ACCUMULATED OTHER COMPREHENSIVE INCOME (LOSS) Accumulated other comprehensive income (loss) consisted of the following items: Foreign Currency Translation Adjustment Unrealized Gain (Loss) on Cash Flow Hedging Instruments Total Balance at January 1, 2013 $ 2,798 $ (269 ) $ 2,529 Foreign currency translation (898 ) — (898 ) Reclassification to operations — 1,950 1,950 Unrealized losses — (4,590 ) (4,590 ) Balance at December 31, 2013 $ 1,900 $ (2,909 ) $ (1,009 ) Foreign currency translation (653 ) — (653 ) Reclassification to operations — 3,186 3,186 Unrealized losses — (2,232 ) (2,232 ) Tax (provision) benefit 239 (356 ) (117 ) Balance at December 31, 2014 $ 1,486 $ (2,311 ) $ (825 ) Foreign currency translation 75 — 75 Reclassification to operations — 2,587 2,587 Unrealized losses — (1,906 ) (1,906 ) Tax (provision) benefit (28 ) (254 ) (282 ) Balance at December 31, 2015 $ 1,533 $ (1,884 ) $ (351 ) Reclassifications out of accumulated other comprehensive income for the years ended December 31, 2015 , 2014 , and 2013 were as follows: Details About Accumulated Other Comprehensive Income Components Amount Reclassified from Accumulated Other Comprehensive Income Affected Line Item in the Statement Where Net Income is Presented Year Ended December 31, 2015 2014 2013 Gains and losses on cash flow hedges Foreign exchange contracts (COS) $ 2,401 $ 2,991 $ 1,828 Cost of Services Foreign exchange contracts (SG&A) 186 195 122 Selling, general and administrative expenses $ 2,587 $ 3,186 $ 1,950 |
COMMITMENTS AND CONTINGENCIES
COMMITMENTS AND CONTINGENCIES | 12 Months Ended |
Dec. 31, 2015 | |
Commitments and Contingencies Disclosure [Abstract] | |
COMMITMENTS AND CONTINGENCIES | COMMITMENTS AND CONTINGENCIES Operating Leases We lease facilities and equipment under various non-cancelable operating leases. Some of these leases have renewal clauses that vary both in length and fee, based on our negotiations with the lessors. Rent expense, including equipment rentals, for the twelve months ended December 31, 2015 , 2014 , and 2013 was $11,875 , $10,915 , and $9,691 , respectively. Capital Leases We leased several asset types under various non-cancelable capital leases with original terms between three and seven years. See Footnote 10 for more information. Minimum lease payments As of December 31, 2015, approximate minimum annual lease payments were as follows: Operating leases Capital leases 2016 $ 11,844 $ 2,646 2017 10,879 2,335 2018 7,966 2,237 2019 4,010 2,076 2020 797 492 Thereafter 25 — Total minimum lease payments $ 35,522 $ 9,785 Less amount representing interest $ (1,544 ) Present value of capital lease obligations $ 8,241 Capital lease obligations, current portion $ 2,060 Capital lease obligations, long term portion $ 6,181 The current and long term capital lease obligations above are included in other current debt and other debt, respectively, on the consolidated balance sheets. Legal Proceedings We have been involved from time to time in litigation arising in the normal course of business, none of which is expected by management to have a material adverse effect on our business, consolidated financial condition, results of operations or cash flows. |
SEGMENT INFORMATION
SEGMENT INFORMATION | 12 Months Ended |
Dec. 31, 2015 | |
Segment Reporting [Abstract] | |
SEGMENT INFORMATION | SEGMENT INFORMATION We operate our business within three reportable segments, based on the geographic regions in which our services are rendered: Domestic, Nearshore and Offshore. For the year-ended December 31, 2015 , our Domestic segment included the operations of thirteen facilities in the U.S. and one facility in Canada. Our Nearshore segment included the operations of two facilities in Honduras and one facility in Jamaica. Our Offshore segment included the operations of four facilities in the Philippines. Operations at our facility in Costa Rica, which were included in our Nearshore segment, ceased in August 2014. We primarily evaluate segment operating performance in each reporting segment based on net sales, gross profit and working capital. Certain operating expenses are not allocated to each reporting segment; therefore, we do not present income statement information by reporting segment below the gross profit level. Information about our reportable segments, which correspond to the geographic areas in which we operate, for the years ended December 31, 2015 , 2014 , and 2013 is as follows: For the Year Ended December 31, 2015 2014 2013 Revenue: Domestic 169,945 $ 130,574 $ 120,928 Offshore 72,914 85,785 81,082 Nearshore 39,275 33,721 29,247 Total $ 282,134 $ 250,080 $ 231,257 Gross profit: Domestic $ 11,614 $ 12,940 $ 13,291 Offshore 6,672 15,192 9,974 Nearshore 6,018 2,340 1,060 Total $ 24,304 $ 30,472 $ 24,325 Depreciation: Domestic $ 8,049 $ 5,929 $ 7,340 Offshore 4,232 3,414 4,193 Nearshore 980 1,036 994 Total $ 13,261 $ 10,379 $ 12,527 Capital expenditures: Domestic $ 4,382 $ 7,825 $ 5,555 Offshore 3,049 2,718 1,254 Nearshore 291 1,118 2,034 Total $ 7,722 $ 11,661 $ 8,843 As of December 31, 2015 2014 2013 Total assets: Domestic $ 68,797 $ 53,635 $ 76,224 Offshore 38,016 34,953 10,520 Nearshore 8,861 5,205 2,973 Total $ 115,674 $ 93,793 $ 89,717 |
QUARTERLY FINANCIAL DATA (UNAUD
QUARTERLY FINANCIAL DATA (UNAUDITED) | 12 Months Ended |
Dec. 31, 2015 | |
Quarterly Financial Information Disclosure [Abstract] | |
Quarterly Financial Data | QUARTERLY FINANCIAL DATA (UNAUDITED) The following represent selected information from our unaudited quarterly Statements of Operations for the years ended December 31, 2015 and 2014 . 2015 Quarters Ended March 31 June 30 September 30 December 31 Revenue $ 63,653 $ 63,464 $ 72,756 $ 82,261 Gross Profit 6,117 5,312 3,159 9,716 Net income (loss) (3,175 ) (5,069 ) (7,705 ) 333 Income tax expense 187 163 219 (105 ) Comprehensive income (loss) (3,234 ) (4,240 ) (8,340 ) (276 ) Net income (loss) per common share - basic and diluted $ (0.21 ) $ (0.33 ) $ (0.49 ) $ 0.02 2014 Quarters Ended March 31 June 30 September 30 December 31 Revenue $ 63,209 $ 61,254 $ 61,438 $ 64,179 Gross Profit 8,218 5,692 9,045 7,517 Net loss (500 ) (3,281 ) (86 ) (1,593 ) Income tax expense (benefit) 150 (396 ) 728 82 Comprehensive income (loss) (257 ) (2,468 ) (1,573 ) (978 ) Net loss per common share - basic and diluted $ (0.03 ) $ (0.21 ) $ (0.01 ) (0.10 ) |
SUBSEQUENT EVENT
SUBSEQUENT EVENT | 12 Months Ended |
Dec. 31, 2015 | |
Subsequent Events [Abstract] | |
SUBSEQUENT EVENT | SUBSEQUENT EVENT On January 20, 2016, we entered into a third amendment to our Credit Agreement with the Lender. The amendment established the Consolidated EBITDA financial covenants for each month of 2016 that will apply if we cross the availability threshold set forth in the original Credit Agreement. |
BASIS OF PRESENTATION AND SUM25
BASIS OF PRESENTATION AND SUMMARY OF SIGNIFICANT ACCOUNTING POLICIES (Policies) | 12 Months Ended |
Dec. 31, 2015 | |
Accounting Policies [Abstract] | |
Consolidation | Consolidation Our consolidated financial statements include the accounts of all wholly-owned subsidiaries after elimination of significant intercompany balances and transactions. |
Reclassification | Reclassification Certain amounts for 2014 have been reclassified in the consolidated balance sheets to conform to the 2015 presentation. |
Use of Estimates | Use of Estimates The preparation of our consolidated financial statements in conformity with U.S. generally accepted accounting principles ("GAAP") requires management to make estimates and assumptions that affect the reported amounts included in the financial statements and accompanying notes. Estimates and assumptions are reviewed periodically, and the effects of revisions are reflected in the period they are determined to be necessary. |
Concentration of Credit Risk | Concentration of Credit Risk We are exposed to credit risk in the normal course of business, primarily related to accounts receivable and derivative instruments. Historically, the losses related to credit risk have been immaterial. We regularly monitor credit risk to mitigate the possibility of current and future exposures resulting in a loss. We evaluate the creditworthiness of clients prior to entering into an agreement to provide services and on an on-going basis as part of the processes of revenue recognition and accounts receivable. We do not believe we are exposed to more than a nominal amount of credit risk in our derivative hedging activities, as the counter parties are established, well-capitalized financial institutions. |
Foreign Currency Translation | Foreign Currency The assets and liabilities of our foreign operations that are recorded in foreign currencies are translated into U.S. dollars at exchange rates prevailing at the balance sheet date. Revenues and expenses are translated at the weighted-average exchange rate during the reporting period. Resulting translation adjustments, net of applicable deferred income taxes, are recorded in accumulated other comprehensive income. Foreign currency transaction gains and losses are included in interest and other income (expense), net in our consolidated statements of operations and comprehensive loss. |
Revenue Recognition | Revenue Recognition We invoice our clients monthly in arrears and recognize revenues for such services when completed. Substantially all of our contractual arrangements are based either on a production rate, meaning that we recognize revenue based on the billable hours or minutes of each call center agent, or on a rate per transaction basis. These rates could be based on the number of paid hours the agent works, the number of minutes the agent is available to answer calls, or the number of minutes the agent is actually handling calls for the client, depending on the client contract. Production rates vary by client contract and can fluctuate based on our performance against certain pre-determined criteria related to quality and performance. Additionally, some clients are contractually entitled to penalties when we are out of compliance with certain quality and/or performance obligations defined in the client contract. Such penalties are recorded as a reduction to revenue as incurred based on a measurement of the appropriate penalty under the terms of the client contract. Likewise, some client contracts stipulate that we are entitled to bonuses should we meet or exceed these predetermined quality and/or performance obligations. These bonuses are recognized as incremental revenue in the period in which they are earned. As a general rule, our contracts do not qualify for separate unit of accounting for multiple deliverables. We provide initial training to customer service representatives upon commencement of new contracts and recognize revenues for such training as the services are provided based upon the production rate (i.e., billable hours and rates related to the training services as stipulated in our contractual arrangements). Accordingly, the corresponding training costs, consisting primarily of labor and related expenses, are recognized as incurred. |
Allowance for Doubtful Accounts | Allowance for Doubtful Accounts An allowance for doubtful accounts is provided for known and estimated potential losses arising from sales to customers based on a periodic review of these accounts. |
Fair Value Measurements | Fair Value Measurements The carrying value of our cash and cash equivalents, accounts receivable, notes receivable, accounts payable, restructuring liabilities, and line of credit approximate fair value because of their short-term nature. Fair value is the price that would be received from selling an asset or paid to transfer a liability in an orderly transaction between market participants at the measurement date. When determining the fair value measurements for assets and liabilities, which are required to be recorded at fair value, we consider the principal or most advantageous market in which we would transact and the market-based risk measurements or assumptions that market participants would use in pricing the asset or liability, such as inherent risk, transfer restrictions, and credit risk. The fair value hierarchy prioritizes the inputs to valuation techniques used to measure fair value. The hierarchy requires that the Company maximize the use of observable inputs and minimize the use of unobservable inputs. The levels of the fair value hierarchy are described below: Level 1 - Quoted prices for identical instruments traded in active markets. Level 2 - Quoted prices for similar instruments in active markets, quoted prices for identical or similar instruments in markets that are not active, and model-based valuation techniques for which all significant assumptions are observable in the market. Level 3 - Unobservable inputs that can not be supported by market activity and that are significant to the fair value of the asset or liability, such as the use of certain pricing models, discounted cash flow models and similar techniques that use significant assumptions. These unobservable inputs reflect our own estimates of assumptions that market participants would use in pricing the asset or liability. Refer to Note 8, “Fair Value Measurements,” for additional information on how we determine fair value for our assets and liabilities. |
Cash and Cash Equivalents | Cash and Cash Equivalents We consider cash equivalents to be short-term, highly liquid investments readily convertible to known amounts of cash and so near their maturity at purchase that they present insignificant risk of changes in value because of changes in interest rates. |
Restricted Cash | Restricted cash of $ 0 , $ 187 , and $456 included in other current assets at December 31, 2015 , 2014 , and 2013 represents escrowed funds related to the sale-leaseback of our Greeley North property. |
Derivative Instruments and Hedging Activities | Derivative Instruments and Hedging Activities Our derivative instruments consist of foreign currency forward contracts and are recorded as either an asset or liability measured at its fair value, with changes in the fair value of qualifying hedges recorded in other comprehensive income. Changes in a derivative’s fair value are recognized currently in the statements of operations unless specific hedge accounting criteria are met. Special accounting for qualifying hedges allows a derivative’s gains and losses to offset the related results of the hedged item and requires that we must formally document, designate and assess the effectiveness of transactions that receive hedge accounting treatment. We generally are able to apply cash flow hedge accounting which associates the results of the hedges with forecasted future intercompany expenses. The current mark-to-market gain or loss is recorded in accumulated other comprehensive income and will be re-classified to operations as the forecasted intercompany expenses are incurred, typically within one year. During 2015 , 2014 , and 2013 , our cash flow hedges were highly effective and hedge ineffectiveness was not material. While we expect that our derivative instruments that have been designated as hedges will continue to meet the conditions for hedge accounting, if hedges do not qualify as highly effective or if we do not believe that forecasted transactions will occur, the changes in the fair value of the derivatives used as hedges will be reflected in earnings. |
Property, Plant and Equipment | Property, Plant and Equipment Property, plant, and equipment, are stated at depreciated cost. Additions and improvement activities are capitalized. Maintenance and repairs are expensed as incurred. Assets held under capital leases are recorded at the lower of the net present value of the minimum lease payments or the fair value of the leased asset at the inception of the lease. Depreciation and amortization is computed using the straight-line method based on their estimated useful lives, as follows: Estimated Useful Life Buildings and building improvements 10-30 years Telephone and computer equipment 3-5 years Software 3 years Furniture, fixtures, and miscellaneous equipment 5-7 years We depreciate leasehold improvements associated with operating leases over the shorter of the expected useful life or remaining life of the lease. Amortization expense related to assets recorded under capital leases is included in depreciation and amortization expense. |
Impairment of Long-Lived Assets | Impairment of Long-Lived Assets We periodically, on at least an annual basis, evaluate potential impairments of our long-lived assets. In our annual evaluation or when we determine that the carrying value of a long-lived asset may not be recoverable based upon the existence of one or more indicators of impairment, we evaluate the projected undiscounted cash flows related to the assets. If these cash flows are less than the carrying values of the assets, we measure the impairment based on the excess of the carrying value of the long-lived asset over the long-lived asset’s fair value. Our projections contain assumptions pertaining to anticipated levels of utilization and revenue that may or may not be under contract but are based on our experience and/or projections received from our customers. |
Goodwill | Goodwill Goodwill is recorded at fair value and not amortized, but is reviewed for impairment at least annually or more frequently if impairment indicators arise. Our goodwill is allocated by reporting unit and is evaluated for impairment by first performing a qualitative assessment to determine whether a quantitative goodwill test is necessary. If it is determined, based on qualitative factors, that the fair value of the reporting unit may be more likely than not less than carrying amount, or if significant adverse changes in our future financial performance occur that could materially impact fair value, a quantitative goodwill impairment test would be required. Additionally, we can elect to forgo the qualitative assessment and perform the quantitative test. The first step of the quantitative test compares the fair value of the reporting unit to its carrying amount, including goodwill. If the carrying amount of a reporting unit exceeds its fair value, there is a potential impairment and the second step must be performed. The second step compares the implied fair value of goodwill with the carrying amount of goodwill. If the carrying amount of goodwill exceeds the implied fair value, the excess is required to be recorded as an impairment. The implied fair value of goodwill is determined by assigning the fair value of the reporting unit to all the assets and liabilities of that unit (including any unrecognized intangible assets) as if the reporting unit had been acquired in a business combination. We define our reporting units to be the same as our operating segments and have elected to perform the annual impairment assessment for goodwill in the fourth quarter. |
Intangible Assets | Intangible Assets We amortize all acquisition-related intangible assets that are subject to amortization based using the straight-line method over the estimated useful life based on economic benefit as follows: Estimated Useful Life Developed technology 8 years Customer base and customer relationships 3-10 years Trade name 6-7 years Noncompete agreement 2 years We perform a review of intangible assets to determine if facts and circumstances indicate that the useful life is shorter than we had originally estimated or that the carrying amount of assets may not be recoverable. If such facts and circumstances exist, we assess recoverability by comparing the projected undiscounted net cash flows associated with the related asset or group of assets over their remaining lives against their respective carrying amounts. Impairments, if any, are based on the excess of the carrying amount over the fair value of those assets. If the useful life is shorter than originally estimated, we accelerate the rate of amortization and amortize the remaining carrying value over the new shorter useful life. For further discussion of goodwill and identified intangible assets, refer to Note 3, "Goodwill and Intangible Assets." |
Restructuring Charges | Restructuring Charges On an ongoing basis, management assesses the profitability and utilization of our facilities and in some cases management has chosen to close facilities. Severance payments that occur from reductions in workforce are in accordance with our postemployment policy and/or statutory requirements that are communicated to all employees upon hire date; therefore, severance liabilities are recognized when they are determined to be probable and estimable. Other liabilities for costs associated with an exit or disposal activity are recognized when the liability is incurred, instead of upon commitment to an exit plan. A significant assumption used in determining the amount of the estimated liability for closing a facility is the estimated liability for future lease payments on vacant facilities. We determine our estimate of sublease payments based on our ability to successfully negotiate early termination agreements with landlords, a third-party broker or management’s assessment of our ability to sublease the facility based upon the market conditions in which the facility is located. If the assumptions regarding early termination and the timing and amounts of sublease payments prove to be inaccurate, we may be required to record additional losses, or conversely, a future gain. |
Leases | Leases Rent holidays, landlord/tenant incentives and escalations are included in some instances in the base price of our rent payments over the term of our operating leases. We recognize rent holidays and rent escalations on a straight-line basis over the lease term. The landlord/tenant incentives are recorded as deferred rent and amortized on a straight line basis over the lease term. Assets held under capital leases are included in property, plant and equipment, net in our consolidated balance sheets and depreciated over the term of the lease. Rent payments under the leases are recognized as a reduction of the capital lease obligation and interest expense. Deferred Gains on Sale and Leaseback Transactions We amortize deferred gains on the sale and leaseback of properties under operating leases over the life of the lease. The amortization of these gains is recorded as a reduction to rent expense. The deferred gain is recorded in our consolidated balance sheets in other current liabilities. |
Income Taxes | Income Taxes Income taxes are accounted for under the asset and liability method. Deferred income taxes reflect net effects of temporary differences between carrying amounts of assets and liabilities for financial reporting purposes and amounts used for income tax purposes. We are subject to foreign income taxes on our foreign operations. We are required to estimate our income taxes in each jurisdiction in which we operate. This process involves estimating our actual current tax exposure, together with assessing temporary differences resulting from differing treatment of items for tax and financial reporting purposes. The tax effects of these temporary differences are recorded as deferred tax assets or deferred tax liabilities. Deferred tax assets and liabilities are measured using enacted tax rates expected to apply to taxable income in the years in which those temporary differences are expected to be recovered or settled. The effect of a change in tax rates on deferred tax assets and liabilities is recognized in income in the period during which such rates are enacted. We record a valuation allowance when it is more likely than not that we will not realize the net deferred tax assets in a certain jurisdiction. We record tax benefits when they are more likely than not to be realized. Our policy is to reflect penalties and interest as part of income tax expense as they become applicable. |
Stock-Based Compensation | Stock-Based Compensation We recognize expense related to all share-based payments to employees, including grants of employee stock options, based on the grant-date fair values amortized straight-line over the period during which the employees are required to provide services in exchange for the equity instruments. We include an estimate of forfeitures when calculating compensation expense. We use the Black-Scholes method for valuing stock-based awards. See Note 11, “Share-Based Compensation and Employee Benefit Plans,” for further information regarding the assumptions used to calculate share-based payment expense. |
Recently Issued Accounting Standards | Recently Issued Accounting Standards In February 2016, the Financial Accounting Standards Board ("FASB") issued Accounting Standards Update ("ASU") 2016-02, “Leases (Topic 842)” (“ASU 2016-02”). These amendments require the recognition of lease assets and lease liabilities on the balance sheet by lessees for those leases currently classified as operating leases under ASC 840 “Leases”. These amendments also require qualitative disclosures along with specific quantitative disclosures. These amendments are effective for fiscal years beginning after December 15, 2018, including interim periods within those fiscal years. Early application is permitted. Entities are required to apply the amendments at the beginning of the earliest period presented using a modified retrospective approach. We are currently evaluating the impact that the adoption of ASU 2016-02 will have on our financial condition, results of operations and cash flows. In November 2015, the FASB issued ASU No. 2015-17, Income Taxes - Balance Sheet Classification of Deferred Taxes (Topic 740) ("ASU No. 2015-17"). ASU No. 2015-17 requires deferred tax liabilities and assets to be classified as noncurrent in the consolidated balance sheet and is effective for interim and annual periods beginning after December 15, 2016, with early adoption permitted. It may be applied either prospectively to all deferred tax liabilities and assets or retrospectively to all periods presented. The adoption of the provisions of ASU No. 2015-17 is not expected to have a material impact on our financial position or results of operations. In September 2015, the FASB issued ASU No. 2015-16, Business Combinations - Simplifying the Accounting for Measurement- Period Adjustments (Topic 805) ("ASU No. 2015-16"). ASU No. 2015-16 requires that an acquirer recognize adjustments to provisional amounts that are identified during the measurement period in the reporting period in which the adjustment amounts are determined. It is effective for interim and annual periods beginning after December 15, 2015, with early adoption permitted, and is to be applied on a prospective basis. Effective June 30, 2015, the company adopted the provisions of ASU No. 2015-16. The adoption of the provisions of ASU No. 2015-16 did not materially impact our financial position or results of operations. In April 2015, the FASB issued ASU 2015-05, Intangibles - Goodwill and Other - Internal-Use Software (Subtopic 350-40) Customer’s Accounting for Fees Paid in a Cloud Computing Arrangement (“ASU 2015-05”). These amendments provide guidance to customers about whether a cloud computing arrangement includes a software license. If a cloud computing arrangement includes a software license, the customer should account for the software license element of the arrangement consistent with the acquisition of other software licenses. If a cloud computing arrangement does not include a software license, the customer should account for the arrangement as a service contract. The new guidance does not change the accounting for a customer’s accounting for service contracts. These amendments are effective for annual periods, including interim periods within those annual periods, beginning after December 15, 2015; early adoption is permitted. Entities can adopt the amendments either (1) prospectively to all arrangements entered into or materially modified after the effective date or (2) retrospectively. We do not expect the adoption of ASU 2015-05 on January 1, 2016 to materially impact our financial position or results of operations. In February 2015, the FASB issued ASU 2015-02, Consolidation (Topic 810) Amendments to the Consolidation Analysis (“ASU 2015-02”). These amendments are intended to improve targeted areas of the consolidation guidance for legal entities such as limited partnerships, limited liability corporations and securitization structures. These amendments affect the consolidation evaluation for reporting organizations. In addition, the amendments simplify and improve current U.S. GAAP by reducing the number of consolidation models. The amendments are effective for fiscal years, and for interim periods within those fiscal years, beginning after December 15, 2015; early adoption is permitted. Entities may apply the amendments using either a modified retrospective approach or retrospectively. We do not expect the adoption of ASU 2015-02 on January 1, 2016 to materially impact our financial position or results of operations. In August 2014, the FASB issued ASU 2014-15, Presentation of Financial Statements—Going Concern: Disclosure of Uncertainties about an Entity’s Ability to Continue as a Going Concern ("ASU 2014-15"). The standard requires an entity's management to evaluate whether there are conditions or events that raise substantial doubt about the entity's ability to continue as a going concern within one year after the date that the financial statements are issued. Public entities are required to apply the standard for annual reporting periods ending after December 15, 2016, and interim periods thereafter. Early application is permitted. We do not expect the adoption of this standard to have a material impact on our financial statements or disclosures. In May 2014, the FASB issued ASU No. 2014-09, Revenue from Contracts with Customers (Topic 606) (“ASU 2014-09”). ASU 2014-09 amends the guidance for revenue recognition to replace numerous, industry-specific requirements and converges areas under this topic with those of the International Financial Reporting Standards. The ASU implements a five-step process for customer contract revenue recognition that focuses on transfer of control, as opposed to transfer of risk and rewards. The amendment also requires enhanced disclosures regarding the nature, amount, timing and uncertainty of revenues and cash flows from contracts with customers. Other major provisions include the capitalization and amortization of certain contract costs, ensuring the time value of money is considered in the transaction price, and allowing estimates of variable consideration to be recognized before contingencies are resolved in certain circumstances. The amendments in this ASU are effective for reporting periods beginning after December 15, 2016, and early adoption is prohibited. Entities can transition to the standard either retrospectively or as a cumulative-effect adjustment as of the date of adoption. We are currently assessing the impact the adoption of ASU 2014-09, including possible transition alternatives, will have on our financial statements. |
BASIS OF PRESENTATION AND SUM26
BASIS OF PRESENTATION AND SUMMARY OF SIGNIFICANT ACCOUNTING POLICIES (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Accounting Policies [Abstract] | |
Summary of Estimated Useful Lives | Depreciation and amortization is computed using the straight-line method based on their estimated useful lives, as follows: Estimated Useful Life Buildings and building improvements 10-30 years Telephone and computer equipment 3-5 years Software 3 years Furniture, fixtures, and miscellaneous equipment 5-7 years Our property, plant and equipment as of December 31, 2015 and 2014 consisted of the following, by asset class: 2015 2014 Land $ 30 $ 30 Buildings and improvements 20,936 24,106 Telephone and computer equipment 38,925 37,677 Software 35,162 34,246 Furniture, fixtures, and miscellaneous equipment 15,359 16,446 Construction in progress 1,041 2,412 Assets acquired under capital lease 13,582 6,142 125,036 121,059 Less accumulated depreciation (92,501 ) (92,429 ) Less accumulated amortization under capital lease (2,171 ) (450 ) Total property, plant and equipment, net $ 30,364 $ 28,180 |
Schedule of Finite-Lived Intangible Assets Acquired as Part of Business Combination | We amortize all acquisition-related intangible assets that are subject to amortization based using the straight-line method over the estimated useful life based on economic benefit as follows: Estimated Useful Life Developed technology 8 years Customer base and customer relationships 3-10 years Trade name 6-7 years Noncompete agreement 2 years |
ACQUISITIONS (Tables)
ACQUISITIONS (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Business Combinations [Abstract] | |
Schedule of Estimated Fair Values of Identifiable ASsets and Liabilities Assumed | These estimates of fair value of identifiable assets acquired and liabilities assumed are preliminary, pending final evaluation of certain assets, and therefore are subject to revisions that may result in adjustments to the values presented below: Amount Cash $ 16,000 Working capital adjustment 1,492 Total allocable purchase price $ 17,492 Accounts receivable 9,441 Fixed assets 2,649 Prepaid expenses and other assets 201 Customer relationships 5,240 Trade name 850 Goodwill 5,012 Accounts payable (5,574 ) Other accrued expenses and current liabilities (327 ) Total preliminary purchase price allocation $ 17,492 |
Schedule of Revenues and Net Loss Included in Consolidated Statements of Operations and Comprehensive Loss | The amount of ACCENT's revenues and net loss since the acquisition date included in our consolidated statements of operations and comprehensive loss for the year ended December 31, 2015 were as follows: From June 1, 2015 Through December 31, 2015 Revenues $ 40,421 Net loss $ (411 ) |
Schedule of Unaudited Pro-forma Information | The unaudited pro forma information is not necessarily indicative of the results of operations that would have been achieved if the acquisition and related borrowings had taken place on January 1, 2014: Twelve Months Ended December 31, 2015 2014 Revenues $ 309,269 $ 320,153 Net loss $ (16,634 ) $ (11,504 ) Net loss per common share - basic and diluted $ (1.07 ) $ (0.75 ) Weighted average common shares outstanding - basic and diluted 15,529 15,394 |
GOODWILL AND INTANGIBLE ASSETS
GOODWILL AND INTANGIBLE ASSETS (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Goodwill and Intangible Assets Disclosure [Abstract] | |
Schedule of Finite-Lived Intangible Assets | The following table presents our intangible assets as of December 31, 2015 : Gross Intangibles Accumulated Amortization Net Intangibles Weighted Average Amortization Period (years) Developed technology $ 390 $ 134 $ 256 3.07 Customer relationships 7,550 871 6,679 4.58 Trade name 1,050 138 912 3.75 $ 8,990 $ 1,143 $ 7,847 4.44 |
Schedule of Finite-Lived Intangible Assets, Future Amortization Expense | We estimated future amortization expense for the succeeding years relating to the intangible assets resulting from acquisitions as follows: Year Ending December 31, Amount 2016 $ 1,150 2017 1,140 2018 1,140 2019 1,131 2020 1,128 Thereafter 2,158 |
IMPAIRMENT LOSSES AND RESTRUC29
IMPAIRMENT LOSSES AND RESTRUCTURING CHARGES (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Restructuring and Related Activities [Abstract] | |
Schedule of Restructuring and Related Costs | The table below summarizes the balance of accrued restructuring costs by segment, which is included in other current liabilities in our consolidated balance sheets, and the changes during the years ended December 31, 2015 , 2014 , and 2013 : Facility-Related and Employee Related Costs Domestic Nearshore Offshore Total Balance as of January 1, 2013 957 — — 957 Expense (reversal) (499 ) — — (499 ) Payments, net of receipts for sublease (436 ) — — (436 ) Foreign currency translation adjustment (6 ) — — (6 ) Balance as of December 31, 2013 16 — — 16 Expense (reversal) 1,064 1,342 — 2,406 Payments, net of receipts for sublease (984 ) (1,333 ) — (2,317 ) Balance as of December 31, 2014 96 9 — 105 Expense (reversal) 1,561 112 64 1,737 Payments, net of receipts for sublease (855 ) (9 ) (64 ) (928 ) Balance as of December 31, 2015 802 112 — 914 |
PRINCIPAL CLIENTS (Tables)
PRINCIPAL CLIENTS (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Risks and Uncertainties [Abstract] | |
Schedule of Revenue by Major Client | The following table represents revenue concentration of our principal clients: Year Ended December 31, 2015 2014 2013 Revenue Percentage Revenue Percentage Revenue Percentage T-Mobile USA, Inc., a subsidiary of Deutsche Telekom $ 69,427 24.6 % $ 76,675 30.7 % $ 64,095 27.7 % AT&T Services, Inc. and AT&T Mobility, LLC, subsidiaries of AT&T, Inc. $ 35,019 12.4 % $ 55,265 22.1 % $ 58,395 25.3 % Comcast Cable Communications Management, LLC, subsidiary of Comcast Corporation $ 31,976 11.3 % $ 40,868 16.3 % $ 45,887 19.8 % |
DERIVATIVE INSTRUMENTS (Tables)
DERIVATIVE INSTRUMENTS (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Derivative Instruments and Hedging Activities Disclosure [Abstract] | |
Schedule of Notional Amounts of Outstanding Derivative Positions | The following table shows the notional amount of our foreign exchange cash flow hedging instruments as of December 31, 2015 , 2014 , and 2013 : December 31, 2015 December 31, 2014 December 31, 2013 Local Currency Notional Amount U.S. Dollar Notional Amount Local Currency Notional Amount U.S. Dollar Notional Amount Local Currency Notional Amount U.S. Dollar Notional Amount Canadian dollar 2,470 $ 1,997 9,670 $ 8,736 10,860 $ 10,448 Philippine peso 329,000 7,263 1,627,920 36,989 1,511,910 35,948 $ 9,260 $ 45,725 $ 46,396 |
Schedule of Derivative Instruments, Gain (Loss) in the Consolidated Statement of Operations | The following table shows the effect of our derivative instruments designated as cash flow hedges for the years ended December 31, 2015 , 2014 , and 2013 : Gain (Loss) Recognized in AOCI, net of tax Years Ended December 31, Gain (Loss) Reclassified from AOCI into Income Years Ended December 31, 2015 2014 2013 2015 2014 2013 Cash flow hedges: Foreign exchange contracts (1,906 ) $ (2,232 ) $ (4,590 ) (2,587 ) $ (3,186 ) $ (1,950 ) |
FAIR VALUE MEASUREMENTS (Tables
FAIR VALUE MEASUREMENTS (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Fair Value Disclosures [Abstract] | |
Fair Value Measurements, Recurring and Nonrecurring | The following tables set forth our derivative assets and liabilities measured at fair value on a recurring basis by level within the fair value hierarchy. As of December 31, 2015 Level 1 Level 2 Level 3 Total Derivative liabilities: Foreign exchange contracts $ — $ 524 $ — $ 524 As of December 31, 2014 Level 1 Level 2 Level 3 Total Derivative assets: Foreign exchange contracts $ — $ 48 $ — $ 48 Derivative liabilities: Foreign exchange contracts $ — $ 1,250 $ — $ 1,250 |
PROPERTY, PLANT & EQUIPMENT (Ta
PROPERTY, PLANT & EQUIPMENT (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Property, Plant and Equipment [Abstract] | |
Schedule of Property, Plant and Equipment | Depreciation and amortization is computed using the straight-line method based on their estimated useful lives, as follows: Estimated Useful Life Buildings and building improvements 10-30 years Telephone and computer equipment 3-5 years Software 3 years Furniture, fixtures, and miscellaneous equipment 5-7 years Our property, plant and equipment as of December 31, 2015 and 2014 consisted of the following, by asset class: 2015 2014 Land $ 30 $ 30 Buildings and improvements 20,936 24,106 Telephone and computer equipment 38,925 37,677 Software 35,162 34,246 Furniture, fixtures, and miscellaneous equipment 15,359 16,446 Construction in progress 1,041 2,412 Assets acquired under capital lease 13,582 6,142 125,036 121,059 Less accumulated depreciation (92,501 ) (92,429 ) Less accumulated amortization under capital lease (2,171 ) (450 ) Total property, plant and equipment, net $ 30,364 $ 28,180 |
SHARE-BASED COMPENSATION AND 34
SHARE-BASED COMPENSATION AND EMPLOYEE BENEFIT PLANS (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Disclosure of Compensation Related Costs, Share-based Payments [Abstract] | |
Schedule of Stock Options Activity | A summary of stock option activity under the Plan is as follows: Shares Weighted Weighted-Average Outstanding as of January 1, 2015 2,412,337 $ 4.66 Granted 533,803 5.77 Exercised (236,049 ) 3.26 Forfeited/expired (282,350 ) 6.99 Expired (10,200 ) 15.68 Outstanding as of December 31, 2015 2,417,541 $ 4.74 7.05 Vested and exercisable as of December 31, 2015 1,337,705 $ 4.12 6.16 |
Schedule of Stock Options, Valuation Assumptions | The assumptions used to determine the value of our stock-based awards under the Black-Scholes method are summarized below: 2015 2014 2013 Risk-free interest rate 1.71% - 2.4% 1.90% - 3.0% 0.36% - 2.7% Dividend yield —% —% —% Expected volatility 59.9% - 66.9% 60.6% - 67.1% 56.5% - 67.6% Expected life in years 7.6 7.0 7.0 |
Schedule of Employee Stock Purchase Plan, Valuation Assumptions | The assumptions used to value the shares under the ESPP using the Black-Scholes method were as follows: 2015 2014 2013 Risk-free interest rate 0.00% - 0.16% 0.02% - 0.05% 0.02% - 0.07% Dividend yield —% —% —% Expected volatility 21.9% - 78.9% 20.7% - 23.5% 24.2% - 64.7% Expected life in years 3 months 3 months 3 months |
INTEREST AND OTHER INCOME (EX35
INTEREST AND OTHER INCOME (EXPENSE), NET (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Other Income and Expenses [Abstract] | |
Schedule of Net Interest and Other Income | Interest and other income (expense), net for the years ended December 31, 2015 , 2014 , and 2013 were composed of the following: Year Ended December 31, 2015 2014 2013 Interest income $ 2 $ 15 $ 88 Interest expense (1,685 ) (621 ) (114 ) Gain (loss) on disposal of assets $ 509 $ 136 (1,549 ) Other income 35 464 (4 ) Interest and other income (expense), net $ (1,139 ) $ (6 ) $ (1,579 ) |
INCOME TAXES (Tables)
INCOME TAXES (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Income Tax Disclosure [Abstract] | |
Schedule of Income before Income Taxes | The domestic and foreign source component of income (loss) from continuing operations before income taxes was: Year Ended December 31, 2015 2014 2013 U.S. $ (21,246 ) $ (10,677 ) $ (15,452 ) Foreign 6,094 5,781 9,276 Total $ (15,152 ) $ (4,896 ) $ (6,176 ) |
Schedule of Components of Income Tax Expense (Benefit) | Significant components of the provision for income taxes from continuing operations were: Year Ended December 31, 2015 2014 2013 Current: Federal $ (264 ) $ (110 ) $ — State 33 53 — Foreign 360 (360 ) (29 ) Total current (benefit) expense $ 129 $ (417 ) $ (29 ) Deferred: Federal $ 164 $ 65 $ 25 State 11 4 2 Foreign 160 912 232 Total deferred expense $ 335 $ 981 $ 259 Income tax expense $ 464 $ 564 $ 230 |
Schedule of Deferred Tax Assets and Liabilities | Significant components of deferred tax assets and deferred tax liabilities included in the accompanying consolidated balance sheets as of December 31, 2015 , 2014 , and 2013 were: Year Ended December 31, 2015 2014 2013 Current deferred tax assets (liabilities): Accrued restructuring costs $ 303 $ 36 $ (41 ) Other accrued liabilities 275 63 15 Derivative instruments 202 456 816 Prepaid expenses (554 ) (343 ) (209 ) Cumulative translation adjustment (1,178 ) (1,150 ) (1,397 ) Other (302 ) 356 373 Total current net deferred tax liabilities $ (1,254 ) $ (582 ) $ (443 ) Long-term deferred tax assets (liabilities): Fixed assets $ 2,077 $ 704 $ 2,969 Accrued stock compensation 4,114 3,656 3,085 Accrued restructuring costs — 29 47 Work opportunity credit carryforward 5,234 5,121 4,988 Operating loss carryforward 18,066 13,717 10,653 Intangibles and goodwill (53 ) (35 ) 22 Other 66 170 221 Net long-term deferred tax assets $ 29,504 $ 23,362 $ 21,985 Subtotal $ 28,250 $ 22,780 $ 21,542 Valuation allowance (28,162 ) (22,314 ) (20,000 ) Total net deferred tax asset $ 88 $ 466 $ 1,542 |
Schedule of Effective Income Tax Rate Reconciliation | Differences between U.S. federal statutory income tax rates and our effective tax rates for the years ended December 31, 2015 , 2014 , and 2013 for continuing operations were: Year Ended December 31, 2015 2014 2013 U.S. statutory tax rate 35.0 % 35.0 % 35.0 % Effect of state taxes (net of federal benefit) 1.7 % 0.6 % -1.0 % Effect of change in Canadian tax rate — % — % 1.5 % Rate differential on foreign earnings 10.9 % 31.9 % 48.5 % Foreign income taxed in the U.S. -8.3 % -55.2 % -95.0 % Uncertain tax positions -4.9 % 25.1 % 19.5 % Unremitted foreign earnings of subsidiary — % -1.1 % 27.7 % Valuation allowance -40.4 % -49.5 % -33.5 % Expiration of foreign tax credit carryforward — % — % -8.5 % Other, net 2.9 % 1.7 % 2.0 % Total -3.1 % -11.5 % -3.8 % |
Schedule of Unrecognized Tax Benefits Roll Forward | The following table indicates the changes to our unrecognized tax benefits for the years ended December 31, 2015 , 2014 , and 2013 . The term “unrecognized tax benefits” in the accounting standards for income taxes refers to the differences between a tax position taken or expected to be taken in a tax return and the benefit measured and recognized in the financial statements. If recognized, all of these benefits would impact our income tax expense, before consideration of any related valuation allowance. Years Ended December 31, 2015 2014 2013 Unrecognized, January 1, $ 2,215 $ 3,502 $ 4,705 Additions based on tax positions taken in current year $ 888 $ 561 $ 1,090 Reductions based on tax positions taken in prior year $ (141 ) $ (1,848 ) $ (2,293 ) Unrecognized, December 31, $ 2,962 $ 2,215 $ 3,502 |
ACCUMULATED OTHER COMPREHENSI37
ACCUMULATED OTHER COMPREHENSIVE INCOME (LOSS) (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Stockholders' Equity Note [Abstract] | |
Schedule of Comprehensive Income (Loss) | Accumulated other comprehensive income (loss) consisted of the following items: Foreign Currency Translation Adjustment Unrealized Gain (Loss) on Cash Flow Hedging Instruments Total Balance at January 1, 2013 $ 2,798 $ (269 ) $ 2,529 Foreign currency translation (898 ) — (898 ) Reclassification to operations — 1,950 1,950 Unrealized losses — (4,590 ) (4,590 ) Balance at December 31, 2013 $ 1,900 $ (2,909 ) $ (1,009 ) Foreign currency translation (653 ) — (653 ) Reclassification to operations — 3,186 3,186 Unrealized losses — (2,232 ) (2,232 ) Tax (provision) benefit 239 (356 ) (117 ) Balance at December 31, 2014 $ 1,486 $ (2,311 ) $ (825 ) Foreign currency translation 75 — 75 Reclassification to operations — 2,587 2,587 Unrealized losses — (1,906 ) (1,906 ) Tax (provision) benefit (28 ) (254 ) (282 ) Balance at December 31, 2015 $ 1,533 $ (1,884 ) $ (351 ) |
Reclassification out of Accumulated Other Comprehensive Income | Reclassifications out of accumulated other comprehensive income for the years ended December 31, 2015 , 2014 , and 2013 were as follows: Details About Accumulated Other Comprehensive Income Components Amount Reclassified from Accumulated Other Comprehensive Income Affected Line Item in the Statement Where Net Income is Presented Year Ended December 31, 2015 2014 2013 Gains and losses on cash flow hedges Foreign exchange contracts (COS) $ 2,401 $ 2,991 $ 1,828 Cost of Services Foreign exchange contracts (SG&A) 186 195 122 Selling, general and administrative expenses $ 2,587 $ 3,186 $ 1,950 |
COMMITMENTS AND CONTINGENCIES (
COMMITMENTS AND CONTINGENCIES (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Commitments and Contingencies Disclosure [Abstract] | |
Schedule of Future Minimum Rental Payments for Operating Leases | As of December 31, 2015, approximate minimum annual lease payments were as follows: Operating leases Capital leases 2016 $ 11,844 $ 2,646 2017 10,879 2,335 2018 7,966 2,237 2019 4,010 2,076 2020 797 492 Thereafter 25 — Total minimum lease payments $ 35,522 $ 9,785 Less amount representing interest $ (1,544 ) Present value of capital lease obligations $ 8,241 Capital lease obligations, current portion $ 2,060 Capital lease obligations, long term portion $ 6,181 |
Schedule of Future Minimum Lease Payments for Capital Leases | As of December 31, 2015, approximate minimum annual lease payments were as follows: Operating leases Capital leases 2016 $ 11,844 $ 2,646 2017 10,879 2,335 2018 7,966 2,237 2019 4,010 2,076 2020 797 492 Thereafter 25 — Total minimum lease payments $ 35,522 $ 9,785 Less amount representing interest $ (1,544 ) Present value of capital lease obligations $ 8,241 Capital lease obligations, current portion $ 2,060 Capital lease obligations, long term portion $ 6,181 |
SEGMENT INFORMATION (Tables)
SEGMENT INFORMATION (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Segment Reporting [Abstract] | |
Schedule of Segment Reporting Information, by Segment | Information about our reportable segments, which correspond to the geographic areas in which we operate, for the years ended December 31, 2015 , 2014 , and 2013 is as follows: For the Year Ended December 31, 2015 2014 2013 Revenue: Domestic 169,945 $ 130,574 $ 120,928 Offshore 72,914 85,785 81,082 Nearshore 39,275 33,721 29,247 Total $ 282,134 $ 250,080 $ 231,257 Gross profit: Domestic $ 11,614 $ 12,940 $ 13,291 Offshore 6,672 15,192 9,974 Nearshore 6,018 2,340 1,060 Total $ 24,304 $ 30,472 $ 24,325 Depreciation: Domestic $ 8,049 $ 5,929 $ 7,340 Offshore 4,232 3,414 4,193 Nearshore 980 1,036 994 Total $ 13,261 $ 10,379 $ 12,527 Capital expenditures: Domestic $ 4,382 $ 7,825 $ 5,555 Offshore 3,049 2,718 1,254 Nearshore 291 1,118 2,034 Total $ 7,722 $ 11,661 $ 8,843 As of December 31, 2015 2014 2013 Total assets: Domestic $ 68,797 $ 53,635 $ 76,224 Offshore 38,016 34,953 10,520 Nearshore 8,861 5,205 2,973 Total $ 115,674 $ 93,793 $ 89,717 |
QUARTERLY FINANCIAL DATA (UNA40
QUARTERLY FINANCIAL DATA (UNAUDITED) (Tables) | 12 Months Ended |
Dec. 31, 2015 | |
Quarterly Financial Information Disclosure [Abstract] | |
Schedule of Quarterly Financial Data | The following represent selected information from our unaudited quarterly Statements of Operations for the years ended December 31, 2015 and 2014 . 2015 Quarters Ended March 31 June 30 September 30 December 31 Revenue $ 63,653 $ 63,464 $ 72,756 $ 82,261 Gross Profit 6,117 5,312 3,159 9,716 Net income (loss) (3,175 ) (5,069 ) (7,705 ) 333 Income tax expense 187 163 219 (105 ) Comprehensive income (loss) (3,234 ) (4,240 ) (8,340 ) (276 ) Net income (loss) per common share - basic and diluted $ (0.21 ) $ (0.33 ) $ (0.49 ) $ 0.02 2014 Quarters Ended March 31 June 30 September 30 December 31 Revenue $ 63,209 $ 61,254 $ 61,438 $ 64,179 Gross Profit 8,218 5,692 9,045 7,517 Net loss (500 ) (3,281 ) (86 ) (1,593 ) Income tax expense (benefit) 150 (396 ) 728 82 Comprehensive income (loss) (257 ) (2,468 ) (1,573 ) (978 ) Net loss per common share - basic and diluted $ (0.03 ) $ (0.21 ) $ (0.01 ) (0.10 ) |
BASIS OF PRESENTATION AND SUM41
BASIS OF PRESENTATION AND SUMMARY OF SIGNIFICANT ACCOUNTING POLICIES Operating Segments (Details) | 12 Months Ended |
Dec. 31, 2015segment | |
Accounting Policies [Abstract] | |
Number of business segments | 3 |
BASIS OF PRESENTATION AND SUM42
BASIS OF PRESENTATION AND SUMMARY OF SIGNIFICANT ACCOUNTING POLICIES Allowance for Doubtful Accounts (Details) - USD ($) $ in Thousands | Dec. 31, 2015 | Dec. 31, 2014 |
Accounting Policies [Abstract] | ||
Allowance for doubtful accounts | $ 132 | $ 0 |
BASIS OF PRESENTATION AND SUM43
BASIS OF PRESENTATION AND SUMMARY OF SIGNIFICANT ACCOUNTING POLICIES Cash and Cash Equivalents (Details) - USD ($) $ in Thousands | Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 |
Accounting Policies [Abstract] | |||
Restricted Cash and Cash Equivalents | $ 0 | $ 187 | $ 456 |
BASIS OF PRESENTATION AND SUM44
BASIS OF PRESENTATION AND SUMMARY OF SIGNIFICANT ACCOUNTING POLICIES Property, Plant & Equipment (Details) | 12 Months Ended |
Dec. 31, 2015 | |
Building and Building Improvements [Member] | Minimum [Member] | |
Property, Plant and Equipment [Line Items] | |
Property, plant and equipment, useful life | 10 years |
Building and Building Improvements [Member] | Maximum [Member] | |
Property, Plant and Equipment [Line Items] | |
Property, plant and equipment, useful life | 30 years |
Telephone and Computer Equipment [Member] | Minimum [Member] | |
Property, Plant and Equipment [Line Items] | |
Property, plant and equipment, useful life | 3 years |
Telephone and Computer Equipment [Member] | Maximum [Member] | |
Property, Plant and Equipment [Line Items] | |
Property, plant and equipment, useful life | 5 years |
Software [Member] | |
Property, Plant and Equipment [Line Items] | |
Property, plant and equipment, useful life | 3 years |
Furniture, Fixtures and Miscellaneous Equipment [Member] | Minimum [Member] | |
Property, Plant and Equipment [Line Items] | |
Property, plant and equipment, useful life | 5 years |
Furniture, Fixtures and Miscellaneous Equipment [Member] | Maximum [Member] | |
Property, Plant and Equipment [Line Items] | |
Property, plant and equipment, useful life | 7 years |
BASIS OF PRESENTATION AND SUM45
BASIS OF PRESENTATION AND SUMMARY OF SIGNIFICANT ACCOUNTING POLICIES Intangibles (Details) | 12 Months Ended |
Dec. 31, 2015 | |
Developed technology | |
Finite-Lived Intangible Assets [Line Items] | |
Finite-lived intangible assets, useful life | 8 years |
Noncompete agreement | |
Finite-Lived Intangible Assets [Line Items] | |
Finite-lived intangible assets, useful life | 2 years |
Minimum [Member] | Customer relationships | |
Finite-Lived Intangible Assets [Line Items] | |
Finite-lived intangible assets, useful life | 3 years |
Minimum [Member] | Trade name | |
Finite-Lived Intangible Assets [Line Items] | |
Finite-lived intangible assets, useful life | 6 years |
Maximum [Member] | Customer relationships | |
Finite-Lived Intangible Assets [Line Items] | |
Finite-lived intangible assets, useful life | 10 years |
Maximum [Member] | Trade name | |
Finite-Lived Intangible Assets [Line Items] | |
Finite-lived intangible assets, useful life | 7 years |
ACQUISITIONS (Details)
ACQUISITIONS (Details) $ in Thousands | Jun. 02, 2015USD ($)facility | Jun. 01, 2015USD ($) | Oct. 01, 2014USD ($) | Jul. 24, 2013USD ($) | Mar. 18, 2013USD ($) | Sep. 30, 2015USD ($) | Dec. 31, 2015USD ($) |
Accent Marketing Services, L.L.C. [Member] | |||||||
Business Acquisition [Line Items] | |||||||
Percentage of membership interests acquired (percent) | 100.00% | ||||||
Number of business locations | facility | 6 | ||||||
Total allocable purchase price | $ 17,492 | $ 18,326 | |||||
Estimated working capital included in consideration transferred | $ 2,326 | ||||||
Refunded amounts of original working capital transferred | $ 834 | ||||||
Business Acquisition, Transaction Costs | $ 1,300 | ||||||
Cash | $ 16,000 | ||||||
CCI [Member] | |||||||
Business Acquisition [Line Items] | |||||||
Total allocable purchase price | $ 4,105 | ||||||
Cash | $ 2,610 | ||||||
Ideal Dialogue Company [Member] | |||||||
Business Acquisition [Line Items] | |||||||
Total allocable purchase price | $ 1,500 | ||||||
RN's On Call [Member] | |||||||
Business Acquisition [Line Items] | |||||||
Total allocable purchase price | $ 1,455 | ||||||
Customer relationships | Accent Marketing Services, L.L.C. [Member] | |||||||
Business Acquisition [Line Items] | |||||||
Customer relationships, estimated useful life | 8 years | ||||||
Trade name | Accent Marketing Services, L.L.C. [Member] | |||||||
Business Acquisition [Line Items] | |||||||
Customer relationships, estimated useful life | 6 years |
ACQUISITIONS (Assets and Liabil
ACQUISITIONS (Assets and Liabilities Assumed) (Details) - USD ($) $ in Thousands | Jun. 02, 2015 | Jun. 01, 2015 | Dec. 31, 2015 | Dec. 31, 2014 |
Business Acquisition [Line Items] | ||||
Goodwill | $ 9,148 | $ 4,136 | ||
Accent Marketing Services, L.L.C. [Member] | ||||
Business Acquisition [Line Items] | ||||
Cash | $ 16,000 | |||
Working capital adjustment | 1,492 | |||
Total allocable purchase price | $ 17,492 | $ 18,326 | ||
Accounts receivable | 9,441 | |||
Fixed assets | 2,649 | |||
Prepaid expenses and other assets | 201 | |||
Goodwill | 5,012 | |||
Accounts payable | (5,574) | |||
Other accrued expenses and current liabilities | (327) | |||
Customer relationships | Accent Marketing Services, L.L.C. [Member] | ||||
Business Acquisition [Line Items] | ||||
Customer relationships and Trade name | 5,240 | |||
Trade name | Accent Marketing Services, L.L.C. [Member] | ||||
Business Acquisition [Line Items] | ||||
Customer relationships and Trade name | $ 850 |
ACQUISITIONS (Revenues and Net
ACQUISITIONS (Revenues and Net Loss Included in Consolidated Statements of Operations) (Details) - Accent Marketing Services, L.L.C. [Member] $ in Thousands | 7 Months Ended |
Dec. 31, 2015USD ($) | |
Business Acquisition [Line Items] | |
Revenues | $ 40,421 |
Net loss | $ (411) |
ACQUISITIONS (Proforma Revenue)
ACQUISITIONS (Proforma Revenue) (Details) - Accent Marketing Services, L.L.C. [Member] - USD ($) $ / shares in Units, shares in Thousands, $ in Thousands | 12 Months Ended | |
Dec. 31, 2015 | Dec. 31, 2014 | |
Business Acquisition, Pro Forma Information, Nonrecurring Adjustment [Line Items] | ||
Revenues | $ 309,269 | $ 320,153 |
Net loss | $ (16,634) | $ (11,504) |
Net loss per common share - basic and diluted (in US$ per share) | $ (1.07) | $ (0.75) |
Weighted average common shares outstanding - basic and diluted (shares) | 15,529 | 15,394 |
GOODWILL AND INTANGIBLE ASSET50
GOODWILL AND INTANGIBLE ASSETS (Details) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Acquired Finite-Lived Intangible Assets [Line Items] | |||
Gross Intangibles | $ 8,990 | ||
Accumulated Amortization | 1,143 | ||
Net Intangibles | $ 7,847 | $ 2,609 | |
Weighted Average Amortization Period (years) | 4 years 5 months 8 days | ||
Amortization of Intangible Assets | $ 852 | $ 115 | $ 186 |
2,016 | 1,150 | ||
2,017 | 1,140 | ||
2,018 | 1,140 | ||
2,019 | 1,131 | ||
2,020 | 1,128 | ||
Thereafter | 2,158 | ||
Developed technology | |||
Acquired Finite-Lived Intangible Assets [Line Items] | |||
Gross Intangibles | 390 | ||
Accumulated Amortization | 134 | ||
Net Intangibles | $ 256 | ||
Weighted Average Amortization Period (years) | 3 years 25 days | ||
Customer relationships | |||
Acquired Finite-Lived Intangible Assets [Line Items] | |||
Gross Intangibles | $ 7,550 | ||
Accumulated Amortization | 871 | ||
Net Intangibles | $ 6,679 | ||
Weighted Average Amortization Period (years) | 4 years 6 months 29 days | ||
Trade name | |||
Acquired Finite-Lived Intangible Assets [Line Items] | |||
Gross Intangibles | $ 1,050 | ||
Accumulated Amortization | 138 | ||
Net Intangibles | $ 912 | ||
Weighted Average Amortization Period (years) | 3 years 9 months |
IMPAIRMENT LOSSES AND RESTRUC51
IMPAIRMENT LOSSES AND RESTRUCTURING CHARGES (Textuals) (Details) $ in Thousands | 3 Months Ended | 12 Months Ended | |||
Dec. 31, 2013USD ($) | Mar. 31, 2013facility | Dec. 31, 2015USD ($) | Dec. 31, 2014USD ($) | Dec. 31, 2013USD ($)facility | |
Restructuring Cost and Reserve [Line Items] | |||||
Impairment of long-lived assets | $ 323 | $ 0 | $ 531 | ||
Gain (Loss) on Disposition of Assets | 509 | 136 | (1,549) | ||
Loss on disposal of IT assets | 966 | ||||
Accelerated depreciation on IT assets | 637 | ||||
Expense (reversal) | 1,737 | 2,406 | (499) | ||
Latin America [Member] | Property, Plant and Equipment, Other Types [Member] | |||||
Restructuring Cost and Reserve [Line Items] | |||||
Impairment of long-lived assets | $ 531 | ||||
Latin America [Member] | Employee Severance [Member] | Costa Rica | |||||
Restructuring Cost and Reserve [Line Items] | |||||
Expense (reversal) | 1,004 | ||||
Latin America [Member] | Facility Closing [Member] | Costa Rica | |||||
Restructuring Cost and Reserve [Line Items] | |||||
Expense (reversal) | 338 | ||||
Offshore [Member] | |||||
Restructuring Cost and Reserve [Line Items] | |||||
Expense (reversal) | 64 | 0 | 0 | ||
Domestic [Member] | |||||
Restructuring Cost and Reserve [Line Items] | |||||
Expense (reversal) | 1,561 | 1,064 | $ (499) | ||
Restructuring and Related Cost, Number of Facilities Closed | facility | 2 | 3 | |||
Domestic [Member] | Jonesboro [Member] | |||||
Restructuring Cost and Reserve [Line Items] | |||||
Gain on early termination of lease | 256 | ||||
Domestic [Member] | Employee Severance [Member] | |||||
Restructuring Cost and Reserve [Line Items] | |||||
Expense (reversal) | 1,289 | 279 | |||
Domestic [Member] | Employee Severance [Member] | Jonesboro [Member] | |||||
Restructuring Cost and Reserve [Line Items] | |||||
Expense (reversal) | 192 | ||||
Domestic [Member] | Facility Closing [Member] | |||||
Restructuring Cost and Reserve [Line Items] | |||||
Expense (reversal) | 272 | ||||
Domestic [Member] | Facility Closing [Member] | Jonesboro [Member] | |||||
Restructuring Cost and Reserve [Line Items] | |||||
Expense (reversal) | 609 | ||||
Domestic [Member] | Other Restructuring [Member] | United States [Member] | |||||
Restructuring Cost and Reserve [Line Items] | |||||
Expense (reversal) | 1,461 | 1,704 | |||
Nearshore [Member] | |||||
Restructuring Cost and Reserve [Line Items] | |||||
Expense (reversal) | $ 112 | $ 1,342 | $ 0 |
IMPAIRMENT LOSSES AND RESTRUC52
IMPAIRMENT LOSSES AND RESTRUCTURING CHARGES Summary of Activity, Restructuring Plans (Details) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Restructuring Reserve [Roll Forward] | |||
Balance | $ 105 | $ 16 | $ 957 |
Expense (reversal) | 1,737 | 2,406 | (499) |
Payments, net of receipts for sublease | (928) | (2,317) | (436) |
Foreign currency translation adjustment | (6) | ||
Balance | 914 | 105 | 16 |
Domestic [Member] | |||
Restructuring Reserve [Roll Forward] | |||
Balance | 96 | 16 | 957 |
Expense (reversal) | 1,561 | 1,064 | (499) |
Payments, net of receipts for sublease | (855) | (984) | (436) |
Foreign currency translation adjustment | (6) | ||
Balance | 802 | 96 | 16 |
Nearshore [Member] | |||
Restructuring Reserve [Roll Forward] | |||
Balance | 9 | 0 | 0 |
Expense (reversal) | 112 | 1,342 | 0 |
Payments, net of receipts for sublease | (9) | (1,333) | 0 |
Foreign currency translation adjustment | 0 | ||
Balance | 112 | 9 | 0 |
Offshore [Member] | |||
Restructuring Reserve [Roll Forward] | |||
Balance | 0 | 0 | 0 |
Expense (reversal) | 64 | 0 | 0 |
Payments, net of receipts for sublease | (64) | 0 | 0 |
Foreign currency translation adjustment | 0 | ||
Balance | $ 0 | $ 0 | $ 0 |
NET LOSS PER SHARE (Details)
NET LOSS PER SHARE (Details) - shares | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Earnings Per Share [Abstract] | |||
Anti-dilutive securities excluded from computation of earnings per share (in shares) | 2,430,434 | 2,412,337 | 2,302,417 |
PRINCIPAL CLIENTS (Major Custom
PRINCIPAL CLIENTS (Major Customer) (Details) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
T-Mobile USA, Inc., a subsidiary of Deutsche Telekom [Member] | |||
Revenue, Major Customer [Line Items] | |||
Revenue | $ 69,427 | $ 76,675 | $ 64,095 |
Revenue concentration, percentage | 24.60% | 30.70% | 27.70% |
AT&T Services, Inc. and AT&T Mobility, LLC, subsidiaries of AT&T Inc. [Member] | |||
Revenue, Major Customer [Line Items] | |||
Revenue | $ 35,019 | $ 55,265 | $ 58,395 |
Revenue concentration, percentage | 12.40% | 22.10% | 25.30% |
Comcast Cable Communications Management LLC, subsidiary of Comcast Corporation [Member] | |||
Revenue, Major Customer [Line Items] | |||
Revenue | $ 31,976 | $ 40,868 | $ 45,887 |
Revenue concentration, percentage | 11.30% | 16.30% | 19.80% |
PRINCIPAL CLIENTS (Textual) (De
PRINCIPAL CLIENTS (Textual) (Details) | Jan. 04, 2014 | Jul. 28, 2011 |
T Mobile Usa Inc Subsidiary Of Deutsche Telekom [Member] | ||
Revenue, Major Customer [Line Items] | ||
Initial term of the Master Service Agreement | 5 years | |
Master Services Agreement renewal term | 1 year | |
Notice of termination option of the initial term | 90 days | |
Comcast Cable Communications Management LLC, subsidiary of Comcast Corporation [Member] | ||
Revenue, Major Customer [Line Items] | ||
Initial term of the Master Service Agreement | 1 year | |
Master Services Agreement renewal term | 1 year | |
Notice of termination option of the initial term | 90 days |
DERIVATIVE INSTRUMENTS (Textual
DERIVATIVE INSTRUMENTS (Textual) (Details) - Foreign Exchange Contract [Member] PHP in Thousands, CAD in Thousands, $ in Thousands | 12 Months Ended | ||||||||||||||
Dec. 31, 2015PHP | Dec. 31, 2015CAD | Dec. 31, 2014PHP | Dec. 31, 2014CAD | Dec. 31, 2013PHP | Dec. 31, 2013CAD | Dec. 31, 2015USD ($) | Dec. 31, 2015PHP | Dec. 31, 2015CAD | Dec. 31, 2014USD ($) | Dec. 31, 2014PHP | Dec. 31, 2014CAD | Dec. 31, 2013USD ($) | Dec. 31, 2013PHP | Dec. 31, 2013CAD | |
Derivative [Line Items] | |||||||||||||||
Derivative, notional amount | $ | $ 9,260 | $ 45,725 | $ 46,396 | ||||||||||||
Reclassification period of unrealized gains and losses from AOCI to earnings | 12 months | 12 months | |||||||||||||
Minimum [Member] | |||||||||||||||
Derivative [Line Items] | |||||||||||||||
Contract period | 3 months | 3 months | |||||||||||||
Maximum [Member] | |||||||||||||||
Derivative [Line Items] | |||||||||||||||
Contract period | 12 months | 12 months | |||||||||||||
Canada, Dollars | |||||||||||||||
Derivative [Line Items] | |||||||||||||||
Derivative, notional amount | 1,997 | CAD 2,470 | 8,736 | CAD 9,670 | 10,448 | CAD 10,860 | |||||||||
Foreign Currency Acquired Through Forward Exchange Contracts, Amount | CAD | CAD 8,580 | CAD 14,630 | CAD 10,860 | ||||||||||||
Philippines, Pesos | |||||||||||||||
Derivative [Line Items] | |||||||||||||||
Derivative, notional amount | $ 7,263 | PHP 329,000 | $ 36,989 | PHP 1,627,920 | $ 35,948 | PHP 1,511,910 | |||||||||
Foreign Currency Acquired Through Forward Exchange Contracts, Amount | PHP | PHP 1,029,100 | PHP 2,685,550 | PHP 2,515,110 |
DERIVATIVE INSTRUMENTS (Fair Va
DERIVATIVE INSTRUMENTS (Fair Value of Derivative Instruments and Effect in AOCI) (Details) - Foreign Exchange Contract [Member] - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Derivatives, Fair Value [Line Items] | |||
Gain (Loss) Recognized in AOCI, net of tax | $ (1,906) | $ (2,232) | $ (4,590) |
Gain (Loss) Reclassified from AOCI into Income | $ (2,587) | $ (3,186) | $ (1,950) |
FAIR VALUE MEASUREMENTS (Recurr
FAIR VALUE MEASUREMENTS (Recurring and Nonrecurring) (Details) - USD ($) $ in Thousands | Dec. 31, 2015 | Dec. 31, 2014 |
Assets and Liabilities at Fair Value Measured on Recurring Basis | ||
Liabilities, Foreign exchange contracts | $ 524 | $ 1,250 |
Recurring [Member] | ||
Assets and Liabilities at Fair Value Measured on Recurring Basis | ||
Assets, Foreign exchange contracts | 48 | |
Liabilities, Foreign exchange contracts | 524 | 1,250 |
Level 1 [Member] | Recurring [Member] | ||
Assets and Liabilities at Fair Value Measured on Recurring Basis | ||
Assets, Foreign exchange contracts | 0 | |
Liabilities, Foreign exchange contracts | 0 | 0 |
Level 2 [Member] | Recurring [Member] | ||
Assets and Liabilities at Fair Value Measured on Recurring Basis | ||
Assets, Foreign exchange contracts | 48 | |
Liabilities, Foreign exchange contracts | 524 | 1,250 |
Level 3 [Member] | Recurring [Member] | ||
Assets and Liabilities at Fair Value Measured on Recurring Basis | ||
Assets, Foreign exchange contracts | 0 | |
Liabilities, Foreign exchange contracts | $ 0 | $ 0 |
PROPERTY, PLANT & EQUIPMENT (De
PROPERTY, PLANT & EQUIPMENT (Details) - USD ($) $ in Thousands | 12 Months Ended | |
Dec. 31, 2015 | Dec. 31, 2014 | |
Property, Plant and Equipment [Line Items] | ||
Property, plant and equipment, gross | $ 125,036 | $ 121,059 |
Less accumulated depreciation | (92,501) | (92,429) |
Less accumulated amortization on leased assets | (2,171) | (450) |
Total property, plant and equipment, net | 30,364 | 28,180 |
Depreciation expense | 12,408 | 10,118 |
Land [Member] | ||
Property, Plant and Equipment [Line Items] | ||
Property, plant and equipment, gross | 30 | 30 |
Building and Building Improvements [Member] | ||
Property, Plant and Equipment [Line Items] | ||
Property, plant and equipment, gross | 20,936 | 24,106 |
Telephone and Computer Equipment [Member] | ||
Property, Plant and Equipment [Line Items] | ||
Property, plant and equipment, gross | 38,925 | 37,677 |
Software [Member] | ||
Property, Plant and Equipment [Line Items] | ||
Property, plant and equipment, gross | 35,162 | 34,246 |
Furniture, Fixtures and Miscellaneous Equipment [Member] | ||
Property, Plant and Equipment [Line Items] | ||
Property, plant and equipment, gross | 15,359 | 16,446 |
Construction in Progress [Member] | ||
Property, Plant and Equipment [Line Items] | ||
Property, plant and equipment, gross | 1,041 | 2,412 |
Assets Held under Capital Leases [Member] | ||
Property, Plant and Equipment [Line Items] | ||
Property, plant and equipment, gross | $ 13,582 | $ 6,142 |
DEBT (Details)
DEBT (Details) - USD ($) $ in Thousands | Jun. 02, 2015 | Apr. 30, 2015 | Oct. 01, 2014 | Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | Apr. 29, 2015 |
Line of Credit Facility [Line Items] | |||||||
Borrowings under line of credit | $ 32,214 | $ 4,640 | |||||
Capital lease obligation | 8,241 | ||||||
Revolving Credit Facility [Member] | Wells Fargo Bank [Member] | |||||||
Line of Credit Facility [Line Items] | |||||||
Maximum borrowing capacity | $ 20,000 | ||||||
Borrowings under line of credit | 9,300 | ||||||
Termination fee | 100 | ||||||
Revolving Credit Facility [Member] | BMO Harris Bank [Member] | |||||||
Line of Credit Facility [Line Items] | |||||||
Maximum borrowing capacity | 70,000 | ||||||
Borrowings under line of credit | 32,200 | ||||||
Line of Credit Facility, Current Borrowing Capacity | 50,000 | ||||||
Increments for additional borrowing | 5,000 | ||||||
Letters of credit, maximum allowed | 5,000 | ||||||
Borrrowing base, as percentage of eligible accounts receivable less reserves | 85.00% | ||||||
Remaining borrowing capacity | 12,800 | ||||||
Description of variable rate basis | one-month LIBOR | one, two, three or six-month LIBOR | |||||
Basis spread on variable rate | 1.75% | ||||||
Monthly unused fee, rate per annum | 0.25% | ||||||
Line of Credit Facility, Fixed Charge Coverage Ratio | 1.10 | ||||||
Maximum Limit for Non-Financed Capital Expenditures During 2015 | 10,500 | ||||||
Maximum Limit for Non-Financed Capital Expenditures After 2015 | $ 10,000 | ||||||
Revolving Credit Facility [Member] | BMO Harris Bank [Member] | Minimum [Member] | |||||||
Line of Credit Facility [Line Items] | |||||||
Basis spread on variable rate | 1.75% | ||||||
Revolving Credit Facility [Member] | BMO Harris Bank [Member] | Maximum [Member] | |||||||
Line of Credit Facility [Line Items] | |||||||
Basis spread on variable rate | 2.50% | ||||||
CCI [Member] | |||||||
Line of Credit Facility [Line Items] | |||||||
Business Combination, Consideration Transferred | $ 4,105 | ||||||
Business Acquisition Cost, Interest Incurred | 14.00% | ||||||
Payments to acquire business | $ 2,610 | ||||||
Financing Arrangement - Purchase of IT Related Assets [Member] | |||||||
Line of Credit Facility [Line Items] | |||||||
Implied interest rate (percent) | 7.00% | ||||||
Financing Arrangement - Lease of Property [Member] | |||||||
Line of Credit Facility [Line Items] | |||||||
Implied interest rate (percent) | 20.00% | ||||||
Notes Payable, Other Payables [Member] | Construction Financing Notes Payable [Member] | |||||||
Line of Credit Facility [Line Items] | |||||||
Debt Instrument, Face Amount | $ 2,548 | ||||||
Debt Instrument, Interest Rate, Stated Percentage | 4.25% | ||||||
Debt Instrument, Term | 5 years | ||||||
Capital Lease Obligations [Member] | Financing Arrangement - Construction of Leasehold Improvements and Purchase of Furniture, Fixtures and Equipment [Member] | |||||||
Line of Credit Facility [Line Items] | |||||||
Debt Instrument, Term | 5 years | 5 years | |||||
Capital lease obligation | $ 4,840 | $ 3,844 | |||||
Implied interest rate - lower range (percent | 3.00% | 3.00% | |||||
Implied interest rate - upper range (percent) | 5.00% | 5.00% | |||||
Capital Lease Obligations [Member] | Financing Arrangement - Purchase of IT Related Assets [Member] | |||||||
Line of Credit Facility [Line Items] | |||||||
Debt Instrument, Term | 3 years | ||||||
Capital lease obligation | $ 1,000 | ||||||
Capital Lease Obligations [Member] | Financing Arrangement - Lease of Property [Member] | |||||||
Line of Credit Facility [Line Items] | |||||||
Debt Instrument, Term | 7 years | ||||||
Capital lease obligation | $ 1,413 |
SHARE-BASED COMPENSATION AND 61
SHARE-BASED COMPENSATION AND EMPLOYEE BENEFIT PLANS (Textuals) (Details) - USD ($) | 1 Months Ended | 12 Months Ended | |||
May. 31, 2014 | Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | May. 05, 2008 | |
Stock Awards Activity [Line Items] | |||||
Maximum number of shares reserved for issuance under stock plans | 900,000 | ||||
Shares available for future grants | 233,189 | 274,298 | |||
Number of additional shares authorized | 500,000 | ||||
Weighted-average grant date fair value of options granted | $ 3.76 | $ 4.79 | $ 3.44 | ||
Total fair value of stock options vested | $ 655,000 | $ 752,000 | $ 965,000 | ||
Required service period for participants to receive a matching contribution | 1 year | ||||
Company matching contributions to the 401(k) | $ 493,000 | 316,000 | 288,000 | ||
First 3% [Member] | |||||
Stock Awards Activity [Line Items] | |||||
Portion of employee contribution matched, percent | 100.00% | ||||
Employer matching contribution, percent | 3.00% | ||||
Next 2% [Member] | |||||
Stock Awards Activity [Line Items] | |||||
Portion of employee contribution matched, percent | 50.00% | ||||
Employer matching contribution, percent | 2.00% | ||||
Employee Stock Purchase Plan [Member] | |||||
Stock Awards Activity [Line Items] | |||||
Maximum number of shares reserved for issuance under stock plans | 400,000 | ||||
Shares available for future grants | 41,854 | ||||
Total compensation cost | $ 50,000 | $ 27,000 | $ 26,000 | ||
Maximum percentage of base pay that a participating employee may elect | 10.00% | ||||
Purchase price as percentage of lower of closing price on first or last trading day of offering period | 85.00% | ||||
Shares purchased under the ESPP | 46,227,000 | 19,394 | 24,404 | ||
Weighted average purchase price (in usd per share) | $ 3.92 | $ 6.07 | $ 3.97 | ||
Weighted average grant date fair value (in usd per share) | $ 1.09 | $ 1.38 | $ 1.07 | ||
Selling, General and Administrative Expenses [Member] | |||||
Stock Awards Activity [Line Items] | |||||
Total compensation cost | $ 1,469,000 | $ 1,625,000 | $ 1,607,000 | ||
Stock Options [Member] | |||||
Stock Awards Activity [Line Items] | |||||
Total unrecognized compensation cost | $ 1,482,000 | ||||
Weighted-average period that cost is expected to be recognized | 2 years 21 days | ||||
Maximum [Member] | |||||
Stock Awards Activity [Line Items] | |||||
Term of options | 10 years | ||||
Minimum [Member] | |||||
Stock Awards Activity [Line Items] | |||||
Award vesting period for an award not subject to performance measures | 3 years | ||||
Performance period for an award subject to performance measures | 1 year | ||||
Director [Member] | |||||
Stock Awards Activity [Line Items] | |||||
Fair value equivalent of stock options | $ 22,500 | ||||
Grant date fair value of common stock | 22,500 | ||||
Fair value of deferred stock units | $ 22,500 |
SHARE-BASED COMPENSATION AND 62
SHARE-BASED COMPENSATION AND EMPLOYEE BENEFIT PLANS (Stock Options Activity) (Details) - $ / shares | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Disclosure of Compensation Related Costs, Share-based Payments [Abstract] | |||
Antidilutive Securities Excluded from Computation of Earnings Per Share, Amount | 2,430,434 | 2,412,337 | 2,302,417 |
Options Outstanding [Roll Forward] | |||
Granted | 533,803 | ||
Exercised | (236,049) | ||
Forfeited | (282,350) | ||
Expired | (10,200) | ||
Outstanding as of December 31, 2015 | (2,417,541) | ||
Options Outstanding, Weighted Average Exercise Price [Roll Forward] | |||
Oustanding (in usd per share) | $ 4.66 | ||
Granted (in usd per share) | 5.77 | ||
Exercised (in usd per share) | 3.26 | ||
Forfeited (in usd per share) | 6.99 | ||
Expired (in usd per share) | 15.68 | ||
Outstanding (in usd per share) | $ 4.74 | $ 4.66 | |
Options, Additional Disclosures | |||
Vested and exercisable | 1,337,705 | ||
Vested and exercisable (in usd per share) | $ 4.12 | ||
Outstanding, Weighted-Average Remaining Contractual Term | 7 years 18 days | ||
Vested and exercisable, Weighted-Average Remaining Contractual Term | 6 years 1 month 27 days |
SHARE-BASED COMPENSATION AND 63
SHARE-BASED COMPENSATION AND EMPLOYEE BENEFIT PLANS (Stock Grants and Deferred Stock Units Activity) (Details) - USD ($) | 12 Months Ended | |
Dec. 31, 2015 | Dec. 31, 2014 | |
Stock Grants [Member] | ||
Stock Grants and Deferred Stock Awards Outstanding | ||
Granted | 2,319 | 12,670 |
Stock Grants and Deferred Stock Awards, Weighted-Average Grant Date Fair Value | ||
Stock Granted, Value, Share-based Compensation, Gross | $ 22,494 | $ 89,957 |
Deferred Stock [Member] | ||
Stock Grants and Deferred Stock Awards Outstanding | ||
Granted | 12,893 | |
Stock Grants and Deferred Stock Awards, Weighted-Average Grant Date Fair Value | ||
Stock Granted, Value, Share-based Compensation, Gross | $ 64,981 |
SHARE-BASED COMPENSATION AND 64
SHARE-BASED COMPENSATION AND EMPLOYEE BENEFIT PLANS (Options, Valuation Assumptions) (Details) - Stock Options [Member] | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Valuation Assumptions [Line Items] | |||
Dividend yield | 0.00% | 0.00% | 0.00% |
Average expected life in years | 7 years 7 months 6 days | 7 years | 7 years |
Minimum [Member] | |||
Valuation Assumptions [Line Items] | |||
Risk-free interest rate | 1.71% | 1.90% | 0.36% |
Expected volatility | 59.90% | 60.60% | 56.50% |
Maximum [Member] | |||
Valuation Assumptions [Line Items] | |||
Risk-free interest rate | 2.40% | 3.00% | 2.70% |
Expected volatility | 66.90% | 67.10% | 67.60% |
SHARE-BASED COMPENSATION AND 65
SHARE-BASED COMPENSATION AND EMPLOYEE BENEFIT PLANS (ESPP, Valuation Assumptions) (Details) - Employee Stock Purchase Plan [Member] | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Valuation Assumptions [Line Items] | |||
Dividend yield | 0.00% | 0.00% | 0.00% |
Expected life in years | 3 months | 3 months | 3 months |
Minimum [Member] | |||
Valuation Assumptions [Line Items] | |||
Risk-free interest rate | 0.00% | 0.02% | 0.02% |
Expected volatility | 21.90% | 20.70% | 24.20% |
Maximum [Member] | |||
Valuation Assumptions [Line Items] | |||
Risk-free interest rate | 0.16% | 0.05% | 0.07% |
Expected volatility | 78.90% | 23.50% | 64.70% |
INTEREST AND OTHER INCOME (EX66
INTEREST AND OTHER INCOME (EXPENSE), NET (Details) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Other Income and Expenses [Abstract] | |||
Interest income | $ 2 | $ 15 | $ 88 |
Interest expense | (1,685) | (621) | (114) |
Gain (loss) on disposal of assets | 509 | 136 | (1,549) |
Other income | 35 | 464 | (4) |
Interest and other income (expense), net | $ (1,139) | $ (6) | $ (1,579) |
INCOME TAXES (Income Before Inc
INCOME TAXES (Income Before Income Taxes) (Details) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Income Tax Disclosure [Abstract] | |||
U.S. | $ (21,246) | $ (10,677) | $ (15,452) |
Foreign | 6,094 | 5,781 | 9,276 |
Loss before income taxes | $ (15,152) | $ (4,896) | $ (6,176) |
INCOME TAXES (Components of Inc
INCOME TAXES (Components of Income Tax Expense (Benefit)) (Details) - USD ($) $ in Thousands | 3 Months Ended | 12 Months Ended | |||||||||
Dec. 31, 2015 | Sep. 30, 2015 | Jun. 30, 2015 | Mar. 31, 2015 | Dec. 31, 2014 | Sep. 30, 2014 | Jun. 30, 2014 | Mar. 31, 2014 | Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Current: | |||||||||||
Federal | $ (264) | $ (110) | $ 0 | ||||||||
State | 33 | 53 | 0 | ||||||||
Foreign | 360 | (360) | (29) | ||||||||
Total current (benefit) expense | 129 | (417) | (29) | ||||||||
Deferred: | |||||||||||
Federal | 164 | 65 | 25 | ||||||||
State | 11 | 4 | 2 | ||||||||
Foreign | 160 | 912 | 232 | ||||||||
Total deferred expense | 335 | 981 | 259 | ||||||||
Income tax expense | $ (105) | $ 219 | $ 163 | $ 187 | $ 82 | $ 728 | $ (396) | $ 150 | $ 464 | $ 564 | $ 230 |
INCOME TAXES (Deferred Tax Asse
INCOME TAXES (Deferred Tax Assets and Liabilities) (Details) - USD ($) $ in Thousands | Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 |
Current deferred tax assets (liabilities): | |||
Accrued restructuring costs | $ 303 | $ 36 | $ (41) |
Other accrued liabilities | 275 | 63 | 15 |
Derivative instruments | 202 | 456 | 816 |
Prepaid expenses | (554) | (343) | (209) |
Cumulative translation adjustment | (1,178) | (1,150) | (1,397) |
Other | (302) | 356 | 373 |
Total current net deferred tax liabilities | (1,254) | (582) | (443) |
Long-term deferred tax assets (liabilities): | |||
Fixed assets | 2,077 | 704 | 2,969 |
Accrued stock compensation | 4,114 | 3,656 | 3,085 |
Accrued restructuring costs | 0 | 29 | 47 |
Work opportunity credit carryforward | 5,234 | 5,121 | 4,988 |
Operating loss carryforward | 18,066 | 13,717 | 10,653 |
Intangibles and goodwill | (53) | (35) | 22 |
Other | 66 | 170 | 221 |
Net long-term deferred tax assets | 29,504 | 23,362 | 21,985 |
Subtotal | 28,250 | 22,780 | 21,542 |
Valuation allowance | (28,162) | (22,314) | (20,000) |
Total net deferred tax asset | $ 88 | $ 466 | $ 1,542 |
INCOME TAXES (Reconciliation of
INCOME TAXES (Reconciliation of Tax Rates) (Details) | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Effective Income Tax Rate Reconciliation [Line Items] | |||
U.S. statutory tax rate | 35.00% | 35.00% | 35.00% |
Effect of state taxes (net of federal benefit) | 1.70% | 0.60% | (1.00%) |
Effect of change in Canadian tax rate | 0.00% | 0.00% | 1.50% |
Rate differential on foreign earnings | 10.90% | 31.90% | 48.50% |
Foreign income taxed in the U.S. | (8.30%) | (55.20%) | (95.00%) |
Uncertain tax positions | (4.90%) | 25.10% | 19.50% |
Unremitted foreign earnings of subsidiary | (0.00%) | (1.10%) | 27.70% |
Valuation allowance | (40.40%) | (49.50%) | (33.50%) |
Expiration of foreign tax credit carryforward | (0.00%) | (0.00%) | (8.50%) |
Other, net | 2.90% | 1.70% | 2.00% |
Total | (3.10%) | (11.50%) | (3.80%) |
INCOME TAXES (Uncertain Income
INCOME TAXES (Uncertain Income Tax Positions) (Details) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Unrecognized Tax Benefits [Roll Forward] | |||
Unrecognized, January 1, | $ 2,215 | $ 3,502 | $ 4,705 |
Additions based on tax positions taken in current year | 888 | 561 | 1,090 |
Reductions based on tax positions taken in prior year | (141) | (1,848) | (2,293) |
Unrecognized, December 31, | $ 2,962 | $ 2,215 | $ 3,502 |
INCOME TAXES (Textuals) (Detail
INCOME TAXES (Textuals) (Details) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Significant Change in Unrecognized Tax Benefits is Reasonably Possible [Line Items] | |||
Unremitted earnings of foreign subsidiaries | $ 1,300 | $ 1,872 | $ 1,300 |
Deferred tax liability not recognized on undistributed earnings of foreign subsidiaries | 455 | ||
Aggregate reduction in income tax expense | 1,106 | $ 1,370 | $ 2,620 |
Federal [Member] | |||
Significant Change in Unrecognized Tax Benefits is Reasonably Possible [Line Items] | |||
Net operating loss carryforwards | 53,454 | ||
State [Member] | |||
Significant Change in Unrecognized Tax Benefits is Reasonably Possible [Line Items] | |||
Net operating loss carryforwards | $ 53,743 |
ACCUMULATED OTHER COMPREHENSI73
ACCUMULATED OTHER COMPREHENSIVE INCOME (LOSS) (Details) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Accumulated Other Comprehensive Income (Loss) [Roll Forward] | |||
Total - Beginning balance | $ (825) | $ (1,009) | $ 2,529 |
Foreign Currency Translation Adjustment - Foreign currency translation | 75 | (653) | (898) |
Unrealized Gain (Loss) on Cash Flow Hedging Instruments - Reclassification to operations | 2,587 | 3,186 | 1,950 |
Unrealized Gain (Loss) on Cash Flow Hedging Instruments - Unrealized losses | (1,906) | (2,232) | (4,590) |
Total - Tax (provision) benefit | (282) | (117) | |
Total - Ending balance | (351) | (825) | (1,009) |
Cost of services | 257,830 | 219,608 | 206,932 |
Selling, general and administrative expenses | 34,427 | 31,397 | 28,828 |
Foreign Currency Translation Adjustment | |||
Accumulated Other Comprehensive Income (Loss) [Roll Forward] | |||
Foreign Currency Translation Adjustment - Beginning balance | 1,486 | 1,900 | 2,798 |
Foreign Currency Translation Adjustment - Foreign currency translation | 75 | (653) | (898) |
Foreign Currency Translation Adjustment - Reclassification to operations | 0 | 0 | 0 |
Foreign Currency Translation Adjustment - Unrealized losses | 0 | 0 | 0 |
Foreign Currency Translation Adjustment - Tax (provision) benefit | (28) | 239 | |
Foreign Currency Translation Adjustment - Ending balance | 1,533 | 1,486 | 1,900 |
Unrealized Gain (Loss) on Cash Flow Hedging Instruments | |||
Accumulated Other Comprehensive Income (Loss) [Roll Forward] | |||
Unrealized Gain (Loss) on Cash Flow Hedging Instruments - Beginning balance | (2,311) | (2,909) | (269) |
Unrealized Gain (Loss) on Cash Flow Hedging Instruments - Reclassification to operations | 2,587 | 3,186 | 1,950 |
Unrealized Gain (Loss) on Cash Flow Hedging Instruments - Unrealized losses | (2,232) | (4,590) | |
Unrealized Gain (Loss) on Cash Flow Hedging Instruments - Tax (provision) benefit | (254) | (356) | |
Unrealized Gain (Loss) on Cash Flow Hedging Instruments - Ending balance | (1,884) | (2,311) | (2,909) |
Amount Reclassified from Accumulated Other Comprehensive Income | Reclassification out of Accumulated Other Comprehensive Income [Member] | |||
Accumulated Other Comprehensive Income (Loss) [Roll Forward] | |||
Unrealized Gain (Loss) on Cash Flow Hedging Instruments - Reclassification to operations | 2,587 | 3,186 | 1,950 |
Foreign Exchange Contract [Member] | Amount Reclassified from Accumulated Other Comprehensive Income | Reclassification out of Accumulated Other Comprehensive Income [Member] | |||
Accumulated Other Comprehensive Income (Loss) [Roll Forward] | |||
Cost of services | 2,401 | 2,991 | 1,828 |
Selling, general and administrative expenses | $ 186 | $ 195 | $ 122 |
COMMITMENTS AND CONTINGENCIES74
COMMITMENTS AND CONTINGENCIES (Operating Lease) (Details) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Commitments and Contingencies Disclosure [Abstract] | |||
Rental expense, including equipment rentals | $ 11,875 | $ 10,915 | $ 9,691 |
Minimum Lease Payments | |||
2,016 | 11,844 | ||
2,017 | 10,879 | ||
2,018 | 7,966 | ||
2,019 | 4,010 | ||
2,020 | 797 | ||
Thereafter | 25 | ||
Total minimum lease payments | 35,522 | ||
Capital Leases, Future Minimum Payments Due, Fiscal Year Maturity [Abstract] | |||
2,016 | 2,646 | ||
2,017 | 2,335 | ||
2,018 | 2,237 | ||
2,019 | 2,076 | ||
2,020 | 492 | ||
Thereafter | 0 | ||
Total minimum lease payments | 9,785 | ||
Less amount representing interest | (1,544) | ||
Present value of capital lease obligations | 8,241 | ||
Capital lease obligations, current portion | 2,060 | ||
Capital lease obligations, long term portion | $ 6,181 | ||
Minimum [Member] | |||
Capital Leased Assets [Line Items] | |||
Capital lease - original lease terms | 3 years | ||
Maximum [Member] | |||
Capital Leased Assets [Line Items] | |||
Capital lease - original lease terms | 7 years |
SEGMENT INFORMATION (Textual) (
SEGMENT INFORMATION (Textual) (Details) | 12 Months Ended |
Dec. 31, 2015facilitysegment | |
Segment Reporting Information [Line Items] | |
Number of reportable segments | segment | 3 |
United States [Member] | |
Segment Reporting Information [Line Items] | |
Number of facilities | 13 |
Canada [Member] | |
Segment Reporting Information [Line Items] | |
Number of facilities | 1 |
Honduras [Member] | |
Segment Reporting Information [Line Items] | |
Number of facilities | 2 |
JAMAICA | |
Segment Reporting Information [Line Items] | |
Number of facilities | 1 |
PHILIPPINES | |
Segment Reporting Information [Line Items] | |
Number of facilities | 4 |
SEGMENT INFORMATION (Segment Re
SEGMENT INFORMATION (Segment Reporting) (Details) - USD ($) $ in Thousands | 3 Months Ended | 12 Months Ended | |||||||||
Dec. 31, 2015 | Sep. 30, 2015 | Jun. 30, 2015 | Mar. 31, 2015 | Dec. 31, 2014 | Sep. 30, 2014 | Jun. 30, 2014 | Mar. 31, 2014 | Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Segment Reporting Information [Line Items] | |||||||||||
Revenue | $ 82,261 | $ 72,756 | $ 63,464 | $ 63,653 | $ 64,179 | $ 61,438 | $ 61,254 | $ 63,209 | $ 282,134 | $ 250,080 | $ 231,257 |
Gross Profit | 9,716 | $ 3,159 | $ 5,312 | $ 6,117 | 7,517 | $ 9,045 | $ 5,692 | $ 8,218 | 24,304 | 30,472 | 24,325 |
Depreciation | 13,261 | 10,379 | 12,527 | ||||||||
Capital expenditures | 7,722 | 11,661 | 8,843 | ||||||||
Total assets | 115,674 | 93,793 | 115,674 | 93,793 | 89,717 | ||||||
Domestic [Member] | Reportable Geographical Components [Member] | |||||||||||
Segment Reporting Information [Line Items] | |||||||||||
Revenue | 169,945 | 130,574 | 120,928 | ||||||||
Gross Profit | 11,614 | 12,940 | 13,291 | ||||||||
Depreciation | 8,049 | 5,929 | 7,340 | ||||||||
Capital expenditures | 4,382 | 7,825 | 5,555 | ||||||||
Total assets | 68,797 | 53,635 | 68,797 | 53,635 | 76,224 | ||||||
Offshore [Member] | Reportable Geographical Components [Member] | |||||||||||
Segment Reporting Information [Line Items] | |||||||||||
Revenue | 72,914 | 85,785 | 81,082 | ||||||||
Gross Profit | 6,672 | 15,192 | 9,974 | ||||||||
Depreciation | 4,232 | 3,414 | 4,193 | ||||||||
Capital expenditures | 3,049 | 2,718 | 1,254 | ||||||||
Total assets | 38,016 | 34,953 | 38,016 | 34,953 | 10,520 | ||||||
Nearshore [Member] | Reportable Geographical Components [Member] | |||||||||||
Segment Reporting Information [Line Items] | |||||||||||
Revenue | 39,275 | 33,721 | 29,247 | ||||||||
Gross Profit | 6,018 | 2,340 | 1,060 | ||||||||
Depreciation | 980 | 1,036 | 994 | ||||||||
Capital expenditures | 291 | 1,118 | 2,034 | ||||||||
Total assets | $ 8,861 | $ 5,205 | $ 8,861 | $ 5,205 | $ 2,973 |
QUARTERLY FINANCIAL DATA (UNA77
QUARTERLY FINANCIAL DATA (UNAUDITED) (Details) - USD ($) $ / shares in Units, $ in Thousands | 3 Months Ended | 12 Months Ended | |||||||||
Dec. 31, 2015 | Sep. 30, 2015 | Jun. 30, 2015 | Mar. 31, 2015 | Dec. 31, 2014 | Sep. 30, 2014 | Jun. 30, 2014 | Mar. 31, 2014 | Dec. 31, 2015 | Dec. 31, 2014 | Dec. 31, 2013 | |
Quarterly Financial Information Disclosure [Abstract] | |||||||||||
Revenue | $ 82,261 | $ 72,756 | $ 63,464 | $ 63,653 | $ 64,179 | $ 61,438 | $ 61,254 | $ 63,209 | $ 282,134 | $ 250,080 | $ 231,257 |
Gross Profit | 9,716 | 3,159 | 5,312 | 6,117 | 7,517 | 9,045 | 5,692 | 8,218 | 24,304 | 30,472 | 24,325 |
Net Income (Loss) | 333 | (7,705) | (5,069) | (3,175) | (1,593) | (86) | (3,281) | (500) | (15,616) | (5,460) | (6,406) |
Income tax expense (benefit) | (105) | 219 | 163 | 187 | 82 | 728 | (396) | 150 | 464 | 564 | 230 |
Comprehensive income (loss) | $ (276) | $ (8,340) | $ (4,240) | $ (3,234) | $ (978) | $ (1,573) | $ (2,468) | $ (257) | $ (16,090) | $ (5,276) | $ (9,944) |
Net income (loss) per common share - basic and diluted | $ 0.02 | $ (0.49) | $ (0.33) | $ (0.21) | $ (0.10) | $ (0.01) | $ (0.21) | $ (0.03) | $ (1.01) | $ (0.35) | $ (0.42) |