Segments and Geographic Information

6 Months Ended

Jun. 30, 2021

Segment Reporting [Abstract]

Segments and Geographic Information

Note 14. Segments and Geographic Information

The Company operates within two regions, the Americas and EMEA. Each region represents a reportable segment comprised of aggregated regional operating segments, which portray similar economic characteristics. The Company aligns its business into two segments to effectively manage the business and support the customer care needs of every client and to respond to the demands of the Company’s global customers.

The reportable segments consist of (1) the Americas, which includes the United States, Canada, Latin America, Australia and the Asia Pacific Rim, and provides outsourced customer experience management solutions and services (with an emphasis on inbound technical support, digital support and demand generation, and customer service) and technical staffing and (2) EMEA, which includes Europe, the Middle East and Africa, and provides outsourced customer experience management solutions and services (with an emphasis on technical support and customer service) and fulfillment services. The sites within Latin America, Australia and the Asia Pacific Rim are included in the Americas segment given the nature of the business and client profile, which is primarily made up of U.S.-based companies that are using the Company’s services in these locations to support their customer experience management needs.  

Information about the Company’s reportable segments is as follows (in thousands):

	Americas			EMEA			Other (1)			Consolidated
Three Months Ended June 30, 2021:
Revenues	$	356,427		$	92,455		$	3		$	448,885
Percentage of revenues		79.4	%		20.6	%		0.0	%		100.0	%
Depreciation, net	$	9,864		$	2,212		$	733		$	12,809
Amortization of intangibles	$	2,061		$	898		$	—		$	2,959
Income (loss) from operations	$	47,275		$	4,593		$	(22,147	)	$	29,721
Total other income (expense), net								(187	)		(187	)
Income taxes								(6,354	)		(6,354	)
Net income (loss)										$	23,180
Three Months Ended June 30, 2020:
Revenues	$	339,272		$	77,561		$	—		$	416,833
Percentage of revenues		81.4	%		18.6	%		0.0	%		100.0	%
Depreciation, net	$	10,088		$	1,818		$	724		$	12,630
Amortization of intangibles	$	3,281		$	812		$	—		$	4,093
Income (loss) from operations	$	40,479		$	4,078		$	(17,344	)	$	27,213
Total other income (expense), net								1,402			1,402
Income taxes								(6,385	)		(6,385	)
Net income										$	22,230
Six Months Ended June 30, 2021:
Revenues	$	720,146		$	186,622		$	3		$	906,771
Percentage of revenues		79.4	%		20.6	%		0.0	%		100.0	%
Depreciation, net	$	20,085		$	4,368		$	1,471		$	25,924
Amortization of intangibles	$	4,157		$	1,789		$	—		$	5,946
Income (loss) from operations	$	92,147		$	11,261		$	(42,157	)	$	61,251
Total other income (expense), net								(834	)		(834	)
Income taxes								(12,259	)		(12,259	)
Net income										$	48,158
Six Months Ended June 30, 2020:
Revenues	$	672,198		$	155,794		$	7		$	827,999
Percentage of revenues		81.2	%		18.8	%		0.0	%		100.0	%
Depreciation, net	$	20,121		$	3,523		$	1,447		$	25,091
Amortization of intangibles	$	6,567		$	1,645		$	—		$	8,212
Income (loss) from operations	$	76,258		$	7,258		$	(31,909	)	$	51,607
Total other income (expense), net								(3,848	)		(3,848	)
Income taxes								(11,611	)		(11,611	)
Net income										$	36,148

(1) Other items (including corporate and other costs, other income and expense, and income taxes) are included for purposes of reconciling to the Company’s consolidated totals as shown in the tables above for the periods shown.  Inter-segment revenues are not material to the Americas and EMEA segment results.

The Company’s reportable segments are evaluated regularly by its chief operating decision maker to decide how to allocate resources and assess performance. The chief operating decision maker evaluates performance based upon reportable segment revenue and income (loss) from operations. Because assets by segment are not reported to or used by the Company’s chief operating decision maker to allocate resources, or to assess performance, total assets by segment are not disclosed.

The following table represents a disaggregation of revenue from contracts with customers by delivery location and by the reportable segment (in thousands):

	Three Months Ended June 30,				Six Months Ended June 30,
	2021		2020		2021		2020
Americas:
United States	$	157,174	$	164,773	$	327,178	$	322,437
The Philippines		70,076		62,567		138,070		127,006
Costa Rica		36,722		39,250		74,248		74,131
Canada		29,392		22,955		57,379		48,196
El Salvador		19,368		16,902		37,364		35,622
Other		43,695		32,825		85,907		64,806
Total Americas		356,427		339,272		720,146		672,198
EMEA:
Germany		27,252		24,116		56,275		48,767
Other		65,203		53,445		130,347		107,027
Total EMEA		92,455		77,561		186,622		155,794
Total Other		3		—		3		7
	$	448,885	$	416,833	$	906,771	$	827,999