Document and Entity Information
Document and Entity Information - USD ($) | 12 Months Ended | ||
Dec. 31, 2018 | Feb. 07, 2019 | Jun. 30, 2018 | |
Document And Entity Information [Abstract] | |||
Document Type | 10-K | ||
Amendment Flag | false | ||
Document Period End Date | Dec. 31, 2018 | ||
Document Fiscal Year Focus | 2,018 | ||
Document Fiscal Period Focus | FY | ||
Trading Symbol | SYKE | ||
Entity Registrant Name | SYKES ENTERPRISES INC | ||
Entity Central Index Key | 1,010,612 | ||
Current Fiscal Year End Date | --12-31 | ||
Entity Well-known Seasoned Issuer | No | ||
Entity Current Reporting Status | Yes | ||
Entity Voluntary Filers | No | ||
Entity Filer Category | Large Accelerated Filer | ||
Entity Emerging Growth Company | false | ||
Entity Small Business | false | ||
Entity Shell Company | false | ||
Entity Common Stock, Shares Outstanding | 42,777,546 | ||
Entity Public Float | $ 1,185,240,552 |
Consolidated Balance Sheets
Consolidated Balance Sheets - USD ($) $ in Thousands | Dec. 31, 2018 | Dec. 31, 2017 |
Current assets: | ||
Cash and cash equivalents | $ 128,697 | $ 343,734 |
Receivables, net | 347,425 | 341,958 |
Prepaid expenses | 23,754 | 22,132 |
Other current assets | 16,761 | 19,743 |
Total current assets | 516,637 | 727,567 |
Property and equipment, net | 135,418 | 160,790 |
Goodwill, net | 302,517 | 269,265 |
Intangibles, net | 174,031 | 140,277 |
Deferred charges and other assets | 43,364 | 29,193 |
Total assets | 1,171,967 | 1,327,092 |
Current liabilities: | ||
Accounts payable | 26,923 | 32,133 |
Accrued employee compensation and benefits | 95,813 | 102,899 |
Income taxes payable | 1,433 | 2,606 |
Deferred revenue and customer liabilities | 30,176 | 34,717 |
Other accrued expenses and current liabilities | 31,235 | 30,888 |
Total current liabilities | 185,580 | 203,243 |
Deferred grants | 2,241 | 3,233 |
Long-term debt | 102,000 | 275,000 |
Long-term income tax liabilities | 23,787 | 27,098 |
Other long-term liabilities | 31,750 | 22,039 |
Total liabilities | 345,358 | 530,613 |
Commitments and loss contingency (Note 22) | ||
Shareholders' equity: | ||
Preferred stock, $0.01 par value per share, 10,000 shares authorized; no shares issued and outstanding | ||
Common stock, $0.01 par value per share, 200,000 shares authorized; 42,778 and 42,899 shares issued, respectively | 428 | 429 |
Additional paid-in capital | 286,544 | 282,385 |
Retained earnings | 598,788 | 546,843 |
Accumulated other comprehensive income (loss) | (56,775) | (31,104) |
Treasury stock at cost: 126 and 117 shares, respectively | (2,376) | (2,074) |
Total shareholders' equity | 826,609 | 796,479 |
Total liabilities and shareholders' equity | $ 1,171,967 | $ 1,327,092 |
Consolidated Balance Sheets (Pa
Consolidated Balance Sheets (Parenthetical) - $ / shares | Dec. 31, 2018 | Dec. 31, 2017 |
Statement Of Financial Position [Abstract] | ||
Preferred stock, par value | $ 0.01 | $ 0.01 |
Preferred stock, shares authorized | 10,000,000 | 10,000,000 |
Preferred stock, shares issued | 0 | 0 |
Preferred stock, shares outstanding | 0 | 0 |
Common stock, par value | $ 0.01 | $ 0.01 |
Common stock, shares authorized | 200,000,000 | 200,000,000 |
Common stock, shares issued | 42,778,000 | 42,899,000 |
Treasury stock, shares | 126,000 | 117,000 |
Consolidated Statements of Oper
Consolidated Statements of Operations - USD ($) shares in Thousands, $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Income Statement [Abstract] | |||
Revenues | $ 1,625,687 | $ 1,586,008 | $ 1,460,037 |
Operating expenses: | |||
Direct salaries and related costs | 1,072,907 | 1,039,677 | 947,593 |
General and administrative | 407,285 | 376,825 | 351,681 |
Depreciation, net | 57,350 | 55,972 | 49,013 |
Amortization of intangibles | 15,542 | 21,082 | 19,377 |
Impairment of long-lived assets | 9,401 | 5,410 | |
Total operating expenses | 1,562,485 | 1,498,966 | 1,367,664 |
Income from operations | 63,202 | 87,042 | 92,373 |
Other income (expense): | |||
Interest income | 706 | 696 | 607 |
Interest (expense) | (4,743) | (7,689) | (5,570) |
Other income (expense), net | (2,248) | 1,258 | 1,474 |
Total other income (expense), net | (6,285) | (5,735) | (3,489) |
Income before income taxes | 56,917 | 81,307 | 88,884 |
Income taxes | 7,991 | 49,091 | 26,494 |
Net income | $ 48,926 | $ 32,216 | $ 62,390 |
Net income per common share: | |||
Basic | $ 1.16 | $ 0.77 | $ 1.49 |
Diluted | $ 1.16 | $ 0.76 | $ 1.48 |
Weighted average common shares outstanding: | |||
Basic | 42,090 | 41,822 | 41,847 |
Diluted | 42,246 | 42,141 | 42,239 |
Consolidated Statements of Comp
Consolidated Statements of Comprehensive Income (Loss) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Statement Of Income And Comprehensive Income [Abstract] | |||
Net income | $ 48,926 | $ 32,216 | $ 62,390 |
Other comprehensive income (loss), net of taxes: | |||
Foreign currency translation adjustments, net of taxes | (21,938) | 36,078 | (13,792) |
Unrealized gain (loss) on net investment hedges, net of taxes | (5,220) | 2,096 | |
Unrealized gain (loss) on cash flow hedging instruments, net of taxes | (4,335) | 4,696 | (1,698) |
Unrealized actuarial gain (loss) related to pension liability, net of taxes | 682 | 449 | 96 |
Unrealized gain (loss) on postretirement obligation, net of taxes | (80) | (80) | (67) |
Other comprehensive income (loss), net of taxes | (25,671) | 35,923 | (13,365) |
Comprehensive income (loss) | $ 23,255 | $ 68,139 | $ 49,025 |
Consolidated Statements of Chan
Consolidated Statements of Changes in Shareholders' Equity - USD ($) shares in Thousands, $ in Thousands | Total | Common Stock [Member] | Additional Paid-in Capital [Member] | Retained Earnings [Member] | Accumulated Other Comprehensive Income (Loss) [Member] | Treasury Stock [Member] |
Beginning Balance at Dec. 31, 2015 | $ 678,680 | $ 428 | $ 275,380 | $ 458,325 | $ (53,662) | $ (1,791) |
Beginning Balance, shares at Dec. 31, 2015 | 42,785 | |||||
Stock-based compensation expense | 10,779 | 10,779 | ||||
Excess tax benefit from stock-based compensation | 2,098 | 2,098 | ||||
Issuance of common stock under equity award plans, net of forfeitures | $ 4 | 190 | (194) | |||
Issuance of common stock under equity award plans, net of forfeitures, Share | 425 | |||||
Shares repurchased for tax withholding on equity awards | (4,916) | $ (2) | (4,914) | |||
Shares repurchased for tax withholding on equity awards, Share | (169) | |||||
Repurchase of common stock | (11,144) | (11,144) | ||||
Retirement of treasury stock | $ (1) | (2,176) | (2,104) | 4,281 | ||
Retirement of treasury stock, shares | (146) | |||||
Comprehensive income (loss) | 49,025 | 62,390 | (13,365) | |||
Ending Balance at Dec. 31, 2016 | 724,522 | $ 429 | 281,357 | 518,611 | (67,027) | (8,848) |
Ending Balance, shares at Dec. 31, 2016 | 42,895 | |||||
Stock-based compensation expense | 7,621 | 7,621 | ||||
Issuance of common stock under equity award plans, net of forfeitures | $ 4 | 250 | (254) | |||
Issuance of common stock under equity award plans, net of forfeitures, Share | 386 | |||||
Shares repurchased for tax withholding on equity awards | (3,882) | $ (1) | (3,881) | |||
Shares repurchased for tax withholding on equity awards, Share | (132) | |||||
Retirement of treasury stock | $ (3) | (3,194) | (3,831) | 7,028 | ||
Retirement of treasury stock, shares | (250) | |||||
Comprehensive income (loss) | 68,139 | 32,216 | 35,923 | |||
Ending Balance at Dec. 31, 2017 | 796,479 | $ 429 | 282,385 | 546,843 | (31,104) | (2,074) |
Ending Balance, shares at Dec. 31, 2017 | 42,899 | |||||
Cumulative effect of accounting change | Accounting Standards Update 2016-09 [Member] | 79 | 232 | (153) | |||
Stock-based compensation expense | 7,543 | 7,543 | ||||
Issuance of common stock under equity award plans, net of forfeitures | 302 | (302) | ||||
Issuance of common stock under equity award plans, net of forfeitures, Share | (3) | |||||
Shares repurchased for tax withholding on equity awards | (3,687) | $ (1) | (3,686) | |||
Shares repurchased for tax withholding on equity awards, Share | (118) | |||||
Comprehensive income (loss) | 23,255 | 48,926 | (25,671) | |||
Ending Balance at Dec. 31, 2018 | 826,609 | $ 428 | $ 286,544 | 598,788 | $ (56,775) | $ (2,376) |
Ending Balance, shares at Dec. 31, 2018 | 42,778 | |||||
Cumulative effect of accounting change | Accounting Standards Update 2014-09 [Member] | $ 3,019 | $ 3,019 |
Consolidated Statements of Cash
Consolidated Statements of Cash Flows - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Cash flows from operating activities: | |||
Net income | $ 48,926 | $ 32,216 | $ 62,390 |
Adjustments to reconcile net income to net cash provided by operating activities: | |||
Depreciation | 57,817 | 56,482 | 49,600 |
Amortization of intangibles | 15,542 | 21,082 | 19,377 |
Amortization of deferred grants | (657) | (716) | (845) |
Impairment losses | 9,401 | 5,410 | |
Unrealized foreign currency transaction (gains) losses, net | (843) | (4,671) | (1,104) |
Stock-based compensation expense | 7,543 | 7,621 | 10,779 |
Deferred income tax provision (benefit) | (1,509) | 7,908 | 2,339 |
Net (gain) loss on disposal of property and equipment | 312 | 474 | 314 |
Write-downs (recoveries) of value added tax receivables | (148) | ||
Unrealized (gains) losses and premiums on financial instruments, net | 805 | (98) | 521 |
Amortization of deferred loan fees | 269 | 269 | 269 |
Imputed interest expense and fair value adjustments to contingent consideration | (529) | (1,496) | |
Other | 834 | (34) | (37) |
Changes in assets and liabilities, net of acquisitions: | |||
Receivables, net | (8,224) | (10,154) | (32,905) |
Prepaid expenses | (1,690) | (221) | (3,587) |
Other current assets | (693) | (1,433) | (3,398) |
Deferred charges and other assets | (13,621) | (930) | (1,286) |
Accounts payable | (1,571) | 7,286 | (2,938) |
Income taxes receivable / payable | (1,066) | 1,137 | 4,999 |
Accrued employee compensation and benefits | (6,418) | 5,101 | 15,699 |
Other accrued expenses and current liabilities | 449 | (5,548) | 5,090 |
Deferred revenue and customer liabilities | (1,623) | (5,866) | 6,343 |
Other long-term liabilities | 5,111 | 20,003 | 2,850 |
Net cash provided by operating activities | 109,094 | 134,789 | 132,826 |
Cash flows from investing activities: | |||
Capital expenditures | (46,884) | (63,344) | (78,342) |
Cash paid for business acquisitions, net of cash acquired | (78,395) | (9,075) | (205,324) |
Net investment hedge settlement | (5,122) | 10,339 | |
Purchase of intangible assets | (8,156) | (4,825) | (10) |
Investment in equity method investees | (5,000) | (5,012) | |
Other | 1,495 | 101 | 582 |
Net cash (used for) investing activities | (136,940) | (87,277) | (272,755) |
Cash flows from financing activities: | |||
Payments of long-term debt | (231,000) | (19,000) | |
Proceeds from issuance of long-term debt | 58,000 | 8,000 | 216,000 |
Cash paid for repurchase of common stock | (11,144) | ||
Proceeds from grants | 31 | 163 | 202 |
Shares repurchased for tax withholding on equity awards | (3,687) | (3,882) | (4,916) |
Payments of contingent consideration related to acquisitions | (5,760) | (1,396) | |
Net cash provided by (used for) financing activities | (176,656) | (1,479) | 179,746 |
Effects of exchange rates on cash, cash equivalents and restricted cash | (10,072) | 31,178 | (8,468) |
Net increase (decrease) in cash, cash equivalents and restricted cash | (214,574) | 77,211 | 31,349 |
Cash, cash equivalents and restricted cash – beginning | 344,805 | 267,594 | 236,245 |
Cash, cash equivalents and restricted cash – ending | 130,231 | 344,805 | 267,594 |
Supplemental disclosures of cash flow information: | |||
Cash paid during period for interest | 3,888 | 6,680 | 4,003 |
Cash paid during period for income taxes | 19,587 | 24,342 | 18,764 |
Non-cash transactions: | |||
Property and equipment additions in accounts payable | 1,944 | 6,056 | 10,692 |
Unrealized gain (loss) on postretirement obligation in accumulated other comprehensive income (loss) | $ (80) | $ (80) | $ (67) |
Overview and Summary of Signifi
Overview and Summary of Significant Accounting Policies | 12 Months Ended |
Dec. 31, 2018 | |
Organization Consolidation And Presentation Of Financial Statements [Abstract] | |
Overview and Summary of Significant Accounting Policies | Note 1. Overview and Summary of Significant Accounting Policies Business — Sykes Enterprises, Incorporated and consolidated subsidiaries (“SYKES” or the “Company”) is a leading provider of multichannel demand generation and global customer engagement services. SYKES provides differentiated full lifecycle customer engagement solutions and services primarily to Global 2000 companies and their end customers principally within the financial services, communications, technology, transportation & leisure, healthcare and other industries. SYKES primarily provides customer engagement solutions and services with an emphasis on inbound multichannel demand generation, customer service and technical support to its clients’ customers. Utilizing SYKES’ integrated onshore/offshore global delivery model, SYKES provides its services through multiple communication channels including phone, e-mail, social media, text messaging, chat and digital self-service. SYKES also provides various enterprise support services in the United States that include services for its clients’ internal support operations, from technical staffing services to outsourced corporate help desk services. In Europe, SYKES also provides fulfillment services, which include order processing, payment processing, inventory control, product delivery and product returns handling. Additionally, through the Company’s acquisition of robotic processing automation (“RPA”) provider Symphony Ventures Ltd (“Symphony”) coupled with our investment in artificial intelligence (“AI”) through XSell Technologies, Inc. (“XSell”) , the Company also provides a suite of solutions such as consulting, implementation, hosting and managed services that optimizes its differentiated full lifecycle management services platform. The Company has operations in two reportable segments entitled (1) the Americas, in which the client base is primarily companies in the United States that are using the Company’s services to support their customer management needs, which includes the United States, Canada, Latin America, Australia and the Asia Pacific Rim; and (2) EMEA, which includes Europe, the Middle East and Africa. U.S. 2017 Tax Reform Act On December 20, 2017, the Tax Cuts and Jobs Act (the “2017 Tax Reform Act”) was approved by Congress and received presidential approval on December 22, 2017. In general, the 2017 Tax Reform Act reduced the United States (“U.S.”) corporate income tax rate from 35% to 21%, effective in 2018. The 2017 Tax Reform Act moved from a worldwide business taxation approach to a participation exemption regime. The 2017 Tax Reform Act also imposed base-erosion prevention measures on non-U.S. earnings of U.S. entities, as well as a one-time mandatory deemed repatriation tax on accumulated non-U.S. earnings. The impact of the 2017 Tax Reform Act on the consolidated financial results began with the fourth quarter of 2017, the period of enactment. This impact, along with the transitional taxes discussed in Note 20, Income Taxes, is reflected in the Other segment. Acquisitions On November 1, 2018, the Company completed the acquisition of Symphony, pursuant to a definitive Share Purchase Agreement (the “Symphony Purchase Agreement”) entered into on October 18, 2018 (the “Symphony acquisition”). The Company has reflected Symphony’s results in its consolidated financial statements in the EMEA segment since November 1, 2018. On July 9, 2018, the Company completed the acquisition of WhistleOut Pty Ltd and WhistleOut Inc. (together, “WhistleOut”), pursuant to a definitive Share Sale Agreement (the “WhistleOut Sale Agreement”). The Company has reflected WhistleOut’s results in its consolidated financial statements in the Americas segment since July 9, 2018. In May 2017, the Company completed the acquisition of certain assets of a Global 2000 telecommunications services provider, pursuant to a definitive Asset Purchase Agreement (the “Telecommunications Asset Acquisition Purchase Agreement”) entered into on April 24, 2017 (the “Telecommunications Asset acquisition”). The Company has reflected the Telecommunications Asset acquisition’s results in its consolidated financial statements in the Americas segment since May 31, 2017. In April 2016, the Company completed the acquisition of Clear Link Holdings, LLC (“Clearlink”), pursuant to a definitive Agreement and Plan of Merger (the “Merger Agreement”), dated March 6, 2016. The Company has reflected Clearlink’s results in its consolidated financial statements in the Americas segment since April 1, 2016. The Company’s acquisitions during 2017 and 2018 were immaterial to the Company individually and in the aggregate. See Note 3, Acquisitions, for additional information. Principles of Consolidation — The consolidated financial statements include the accounts of SYKES and its wholly-owned subsidiaries and controlled majority-owned subsidiaries. Investments in less than majority-owned subsidiaries in which the Company does not have a controlling interest, but does have significant influence, are accounted for as equity method investments. All intercompany transactions and balances have been eliminated in consolidation. Use of Estimates — The preparation of consolidated financial statements in conformity with accounting principles generally accepted in the United States of America (“generally accepted accounting principles” or “U.S. GAAP”) requires the Company to make estimates and assumptions that affect the reported amounts of assets and liabilities and disclosure of contingent assets and liabilities at the date of the financial statements and the reported amounts of revenues and expenses during the reporting period. Actual results could differ from those estimates. Subsequent Events — Subsequent events or transactions have been evaluated through the date and time of issuance of the consolidated financial statements. On February 14, 2019, the Company entered into a new credit agreement. See Note 18, Borrowings, for further information. There were no other material subsequent events that required recognition or disclosure in the accompanying consolidated financial statements. Cash, Cash Equivalents and Restricted cash — Cash and cash equivalents consist of cash and highly liquid short-term investments, primarily held in non-interest-bearing investments which have original maturities of less than 90 days. Cash in the amount of $128.7 million and $343.7 million at December 31, 2018 and 2017, respectively, was primarily held in non-interest bearing accounts. Cash and cash equivalents of $115.7 million and $335.1 million at December 31, 2018 and 2017, respectively, were held in international operations. Most of these funds will not be subject to additional taxes if repatriated to the United States. There are circumstances where the Company may be unable to repatriate some of the cash and cash equivalents held by its international operations due to country restrictions. Restricted cash includes cash whereby the Company’s ability to use the funds at any time is contractually limited or is generally designated for specific purposes arising out of certain contractual or other obligations. The following table provides a reconciliation of cash and cash equivalents and restricted cash reported in the Consolidated Balance Sheets that sum to the amounts reported in the Consolidated Statements of Cash Flows (in thousands): December 31, 2018 2017 2016 2015 Cash and cash equivalents $ 128,697 $ 343,734 $ 266,675 $ 235,358 Restricted cash included in "Other current assets" 149 154 160 207 Restricted cash included in "Deferred charges and other assets" 1,385 917 759 680 $ 130,231 $ 344,805 $ 267,594 $ 236,245 Allowance for Doubtful Accounts — The Company maintains allowances for doubtful accounts on trade account receivables for estimated losses arising from the inability of its customers to make required payments. The Company’s estimate is based on qualitative and quantitative analyses, including credit risk measurement tools and methodologies using publicly available credit and capital market information, a review of the current status of the Company’s trade accounts receivable and the historical collection experience of the Company’s clients. It is reasonably possible that the Company’s estimate of the allowance for doubtful accounts will change if the financial condition of the Company’s customers were to deteriorate, resulting in a reduced ability to make payments. Property and Equipment — Property and equipment is recorded at cost and depreciated using the straight-line method over the estimated useful lives of the respective assets. Improvements to leased premises are amortized over the shorter of the related lease term or the estimated useful lives of the improvements. Cost and related accumulated depreciation on assets retired or disposed of are removed from the accounts and any resulting gains or losses are credited or charged to income. The Company capitalizes certain costs incurred, if any, to internally develop software upon the establishment of technological feasibility. Costs incurred prior to the establishment of technological feasibility are expensed as incurred. The carrying value of property and equipment to be held and used is evaluated for impairment whenever events or changes in circumstances indicate that the carrying amount may not be recoverable in accordance with ASC 360, Property, Plant and Equipment Rent Expense — The Company has entered into operating lease agreements, some of which contain provisions for future rent increases, rent free periods, or periods in which rent payments are reduced. The total amount of the rental payments due over the lease term is being charged to rent expense on the straight-line method over the term of the lease in accordance with ASC 840, Leases. Goodwill — The Company accounts for goodwill and other intangible assets under ASC 350, Intangibles — Goodwill and Other (“ASC 350”). The Company expects to receive future benefits from previously acquired goodwill over an indefinite period of time. For goodwill and other intangible assets with indefinite lives not subject to amortization, the Company reviews goodwill and intangible assets for impairment at least annually in the third quarter, and more frequently in the presence of certain circumstances. The Company has the option to first assess qualitative factors to determine whether the existence of events or circumstances leads to a determination that it is more likely than not that the fair value of a reporting unit is less than its carrying amount. The Company may elect to forgo this option and proceed to the quantitative goodwill impairment test. If the Company elects to perform the qualitative assessment and it indicates that a significant decline to fair value of a reporting unit is more likely than not, or if a reporting unit’s fair value has historically been closer to its carrying value, or the Company elects to forgo this qualitative assessment, the Company will proceed to the quantitative goodwill impairment test where the fair value of a reporting unit is calculated based on discounted future probability-weighted cash flows. If the quantitative goodwill impairment test indicates that the carrying value of a reporting unit is in excess of its fair value, the Company will recognize an impairment loss for the amount by which the carrying value exceeds the reporting unit’s fair value, not to exceed the total amount of goodwill allocated to that reporting unit. Intangible Assets — Definite-lived intangible assets, primarily customer relationships, are amortized using the straight-line method over their estimated useful lives which approximate the pattern in which the economic benefits of the assets are consumed. The Company periodically evaluates the recoverability of intangible assets and takes into account events or changes in circumstances that warrant revised estimates of useful lives or that indicate that impairment exists. Fair value for intangible assets is based on discounted cash flows, market multiples and/or appraised values, as appropriate. Income Taxes — The Company accounts for income taxes under ASC 740, Income Taxes (“ASC 740”) which requires recognition of deferred tax assets and liabilities to reflect tax consequences of differences between the tax bases of assets and liabilities and their reported amounts in the accompanying consolidated financial statements. Deferred tax assets are reduced by a valuation allowance if, based on the weight of available evidence, both positive and negative, for each respective tax jurisdiction, it is more likely than not that the deferred tax assets will not be realized in accordance with the criteria of ASC 740 . Valuation allowances are established against deferred tax assets due to an uncertainty of realization. Valuation allowances are reviewed each period on a tax jurisdiction by tax jurisdiction basis to analyze whether there is sufficient positive or negative evidence, in accordance with criteria of ASC 740, to support a change in judgment about the ability to realize the related deferred tax assets. Uncertainties regarding expected future income in certain jurisdictions could affect the realization of deferred tax assets in those jurisdictions. The Company evaluates tax positions that have been taken or are expected to be taken in its tax returns and records a liability for uncertain tax positions in accordance with ASC 740 ASC 740 Self-Insurance Programs — The Company self-insures for certain levels of workers' compensation and self-funds the medical, prescription drug and dental benefit plans in the United States. Estimated costs are accrued at the projected settlements for known and anticipated claims. Amounts related to these self-insurance programs are included in “Accrued employee compensation and benefits” and “Other long-term liabilities” in the accompanying Consolidated Balance Sheets. Deferred Grants — Recognition of income associated with grants for land and the acquisition of property, buildings and equipment (together, “property grants”) is deferred until after the completion and occupancy of the building and title has passed to the Company, and the funds have been released from escrow. The deferred amounts for both land and building are amortized and recognized as a reduction of depreciation expense over the corresponding useful lives of the related assets. Amounts received in excess of the cost of the building are allocated to the cost of equipment and, only after the grants are released from escrow, recognized as a reduction of depreciation expense over the weighted average useful life of the related equipment, which approximates five years. Upon sale of the related facilities, any deferred grant balance is recognized in full and is included in the gain on sale of property and equipment. The Company receives government employment grants as an incentive to create and maintain permanent employment positions for a specified time period. These grants are repayable, under certain terms and conditions, if the Company's relevant employment levels do not meet or exceed the employment levels set forth in the grant agreements. Accordingly, grant monies received are deferred and amortized primarily as a reduction to “Direct salaries and related costs” using the proportionate performance model over the required employment period. The Company receives government lease grants as an incentive for leasing space at specific locations or locating engagement centers in a government’s jurisdiction. These grants are repayable under certain terms and conditions, as set forth in the grant agreements. Accordingly, grant monies received are deferred and amortized primarily as a reduction to rent expense included in “General and administrative” over the required lease period. Investments in Equity Method Investees — The Company uses the equity method to account for investments in companies if the investment provides the ability to exercise significant influence, but not control, over operating and financial policies of the investee. The Company’s proportionate share of the net income or loss of an equity method investment is included in consolidated net income. Judgment regarding the level of influence over an equity method investment includes considering key factors such as the Company’s ownership interest, representation on the board of directors, participation in policy-making decisions and material intercompany transactions. The Company evaluates an equity method investment for impairment whenever events or changes in circumstances indicate that the carrying amount of the investment might not be recoverable. Factors considered by the Company when reviewing an equity method investment for impairment include the length of time (duration) and the extent (severity) to which the fair value of the equity method investment has been less than cost, the investee’s financial condition and near-term prospects, and the intent and ability to hold the investment for a period of time sufficient to allow for anticipated recovery. An impairment that is other-than-temporary is recognized in the period identified. As of December 31, 2018 and 2017, the Company did not identify any instances where the carrying values of its equity method investments were not recoverable. In July 2017, the Company made a strategic investment of $10.0 million in XSell for 32.8% of XSell’s preferred stock. The Company is incorporating XSell’s machine learning and AI algorithms into its business. The Company believes this will increase the sales performance of its agents to drive revenue for its clients, improve the experience of the Company’s clients’ end customers and enhance brand loyalty, reduce the cost of customer care and leverage analytics and machine learning to source the best agents and improve their performance. The Company’s net investment in XSell of $9.2 million and $9.8 million was included in “Deferred charges and other assets” in the accompanying Consolidated Balance Sheets as of December 31, 2018 and 2017, respectively. The Company’s investment was paid in two installments of $5.0 million, one in July 2017 and one in August 2018. The Company’s proportionate share of XSell’s income (loss) of $(0.7) million and $(0.1) million was included in “Other income (expense), net” in the accompanying Consolidated Statements of Operations for the years ended December 31, 2018 and 2017, respectively. Customer-Acquisition Advertising Costs — The Company’s advertising costs are expensed as incurred. Total advertising costs included in the accompanying Consolidated Statements of Operations were as follows (in thousands): Years Ended December 31, 2018 2017 2016 Customer-acquisition advertising costs included in "Direct salaries and related costs" $ 49,657 $ 36,659 $ 28,116 Customer-acquisition advertising costs included in "General and administrative" 60 115 — Stock-Based Compensation — The Company has three stock-based compensation plans: the 2011 Equity Incentive Plan (for employees and certain non-employees), approved by the Company’s shareholders, the Non-Employee Director Fee Plan (for non-employee directors) and the Deferred Compensation Plan (for certain eligible employees). All of these plans are discussed more fully in Note 24, Stock-Based Compensation. Stock-based awards under these plans may consist of common stock, stock options, cash-settled or stock-settled stock appreciation rights, restricted stock and other stock-based awards. The Company issues common stock and uses treasury stock to satisfy stock option exercises or vesting of stock awards. In accordance with ASC 718, Compensation — Stock Compensation Fair Value of Financial Instruments — The following methods and assumptions were used to estimate the fair value of each class of financial instruments for which it is practicable to estimate that value: • Cash, short-term and other investments, investments held in rabbi trust and accounts payable — • Foreign currency forward contracts and options — • Embedded derivatives — Embedded derivatives within certain hybrid lease agreements are bifurcated from the host contract and recognized at fair value based on pricing models or formulas using significant unobservable inputs, including adjustments for credit risk. • Long-term debt — • Contingent consideration — Fair Value Measurements — ASC 820, Fair Value Measurements and Disclosures (“ASC 820”) defines fair value, establishes a framework for measuring fair value in accordance with generally accepted accounting principles and expands disclosures about fair value measurements. ASC 820-10-20 clarifies that fair value is an exit price, representing the amount that would be received to sell an asset or paid to transfer a liability in an orderly transaction between market participants. ASC 825, Financial Instruments permits an entity to measure certain financial assets and financial liabilities at fair value with changes in fair value recognized in earnings each period. The Company has not elected to use the fair value option permitted under ASC 825 for any of its financial assets and financial liabilities that are not already recorded at fair value. A description of the Company’s policies regarding fair value measurement is summarized below. Fair Value Hierarchy — ASC 820-10-35 requires disclosure about how fair value is determined for assets and liabilities and establishes a hierarchy for which these assets and liabilities must be grouped, based on significant levels of observable or unobservable inputs. Observable inputs reflect market data obtained from independent sources, while unobservable inputs reflect the Company’s market assumptions. This hierarchy requires the use of observable market data when available. These two types of inputs have created the following fair value hierarchy: • Level 1 — • Level 2 — • Level 3 — . Determination of Fair Value — The Company generally uses quoted market prices (unadjusted) in active markets for identical assets or liabilities that the Company has the ability to access to determine fair value and classifies such items in Level 1. Fair values determined by Level 2 inputs utilize inputs other than quoted market prices included in Level 1 that are observable for the asset or liability, either directly or indirectly. Level 2 inputs include quoted market prices in active markets for similar assets or liabilities, and inputs other than quoted market prices that are observable for the asset or liability. Level 3 inputs are unobservable inputs for the asset or liability, and include situations where there is little, if any, market activity for the asset or liability. If quoted market prices are not available, fair value is based upon internally developed valuation techniques that use, where possible, current market-based or independently sourced market parameters, such as interest rates, currency rates, etc. Assets or liabilities valued using such internally generated valuation techniques are classified according to the lowest level input or value driver that is significant to the valuation. Thus, an item may be classified in Level 3 even though there may be some significant inputs that are readily observable. The following section describes the valuation methodologies used by the Company to measure assets and liabilities at fair value on a recurring basis, including an indication of the level in the fair value hierarchy in which each asset or liability is generally classified. Money Market and Open-End Mutual Funds — The Company uses quoted market prices in active markets to determine the fair value. These items are classified in Level 1 of the fair value hierarchy. Foreign Currency Forward Contracts and Options — The Company enters into foreign currency forward contracts and options over-the-counter and values such contracts using quoted market prices of comparable instruments or, if none are available, on pricing models or formulas using current market and model assumptions, including adjustments for credit risk. The key inputs include forward or option foreign currency exchange rates and interest rates. These items are classified in Level 2 of the fair value hierarchy. Embedded Derivatives — The Company uses significant unobservable inputs to determine the fair value of embedded derivatives, which are classified in Level 3 of the fair value hierarchy. These unobservable inputs include expected cash flows associated with the lease, currency exchange rates on the day of commencement, as well as forward currency exchange rates; results of which are adjusted for credit risk. These items are classified in Level 3 of the fair value hierarchy. See Note 11, Financial Derivatives, for further information. Investments Held in Rabbi Trust — The investment assets of the rabbi trust are valued using quoted market prices in active markets, which are classified in Level 1 of the fair value hierarchy. For additional information about the deferred compensation plan, refer to Note 12, Investments Held in Rabbi Trust, and Note 24, Stock-Based Compensation. Contingent Consideration — The Company uses significant unobservable inputs to determine the fair value of contingent consideration, which is classified in Level 3 of the fair value hierarchy. The contingent consideration recorded related to the Qelp B.V. (“Qelp”) acquisition and liabilities assumed as part of the Clearlink acquisition was recognized at fair value using a discounted cash flow methodology and a discount rate of approximately 14.0% and 10.0%, respectively. The discount rates vary dependent on the specific risks of each acquisition including the country of operation, the nature of services and complexity of the acquired business, and other similar factors, all of which are significant inputs not observable in the market. Significant increases or decreases in any of the inputs in isolation would result in a significantly higher or lower fair value measurement. Foreign Currency Translation — The assets and liabilities of the Company’s foreign subsidiaries, whose functional currency is other than the U.S. Dollar, are translated at the exchange rates in effect on the balance sheet date, and income and expenses are translated at the weighted average exchange rate during the period. The net effect of translation gains and losses is not included in determining net income, but is included in “Accumulated other comprehensive income (loss)” (“AOCI”), which is reflected as a separate component of shareholders’ equity until the sale or until the complete or substantially complete liquidation of the net investment in the foreign subsidiary. Foreign currency transactional gains and losses are included in “Other income (expense), net” in the accompanying Consolidated Statements of Operations. Foreign Currency and Derivative Instruments — The Company accounts for financial derivative instruments under ASC 815, Derivatives and Hedging (“ASC 815”). The Company generally utilizes non-deliverable forward contracts and options expiring within one to 24 months to reduce its foreign currency exposure due to exchange rate fluctuations on forecasted cash flows denominated in non-functional foreign currencies and net investments in foreign operations. In using derivative financial instruments to hedge exposures to changes in exchange rates, the Company exposes itself to counterparty credit risk. The Company designates derivatives as either (1) a hedge of a forecasted transaction or of the variability of cash flows to be received or paid related to a recognized asset or liability (“cash flow” hedge); (2) a hedge of a net investment in a foreign operation; or (3) a derivative that does not qualify for hedge accounting. To qualify for hedge accounting treatment, a derivative must be highly effective in mitigating the designated risk of the hedged item. Effectiveness of the hedge is formally assessed at inception and throughout the life of the hedging relationship. Even if a derivative qualifies for hedge accounting treatment, there may be an element of ineffectiveness of the hedge. Changes in the fair value of derivatives that are highly effective and designated as cash flow hedges are recorded in AOCI, until the forecasted underlying transactions occur. Any realized gains or losses resulting from the cash flow hedges are recognized together with the hedged transaction within “Revenues”. Changes in the fair value of derivatives that are highly effective and designated as a net investment hedge are recorded in cumulative translation adjustment in AOCI, offsetting the change in cumulative translation adjustment attributable to the hedged portion of the Company’s net investment in the foreign operation. Any realized gains and losses from settlements of the net investment hedge remain in AOCI until partial or complete liquidation of the net investment. Ineffectiveness is measured based on the change in fair value of the forward contracts and options and the fair value of the hypothetical derivatives with terms that match the critical terms of the risk being hedged. Hedge ineffectiveness is recognized within “Revenues” for cash flow hedges and within “Other income (expense), net” for net investment hedges. Cash flows from the derivative contracts are classified within the operating section in the accompanying Consolidated Statements of Cash Flows. The Company formally documents all relationships between hedging instruments and hedged items, as well as its risk management objective and strategy for undertaking various hedging activities. This process includes linking all derivatives that are designated as cash flow hedges to forecasted transactions. Hedges of a net investment in a foreign operation are linked to the specific foreign operation. The Company also formally assesses, both at the hedge’s inception and on an ongoing basis, whether the derivatives that are used in hedging transactions are highly effective on a prospective and retrospective basis. When it is determined that a derivative is not highly effective as a hedge or that it has ceased to be a highly effective hedge or if a forecasted hedge is no longer probable of occurring, or if the Company de-designates a derivative as a hedge, the Company discontinues hedge accounting prospectively. At December 31, 2018 and 2017, all hedges were determined to be highly effective. The Company also periodically enters into forward contracts that are not designated as hedges as defined under ASC 815. The purpose of these derivative instruments is to reduce the effects from fluctuations caused by volatility in currency exchange rates on the Company’s operating results and cash flows. Changes in the fair value of the derivative instruments are included in “Revenues” or “Other income (expense), net”, depending on the underlying risk exposure. See Note 11, Financial Derivatives, for further information on financial derivative instruments. Reclassifications — Certain balances in prior years have been reclassified to conform to current year presentation. New Accounting Standards Not Yet Adopted Leases In February 2016, the Financial Accounting Standards Board (“FASB”) issued Accounting Standards Update (“ASU”) 2016-02, Leases (Topic 842) Leases The Company’s implementation team has compiled a detailed inventory of leases, performed a preliminary analysis of the impact to the financial statements, and implemented a lease accounting software solution to assist in complying with ASC 842. Additionally, the implementation team is evaluating the impact of ASC 842 on the Company’s business processes, systems and internal controls, and has begun the process of instituting changes where needed. The Company elected to use the package of practical expedients that allows it to not reassess: (1) whether any expired or existing contracts are or contain leases, (2) lease classification for any expired or existing leases and (3) initial direct costs for any expired or existing leases. The Company additionally elected to use the practical expedients that allows lessees to treat the lease and non-lease components of leases as a single lease component as well as the short-term lease recognition exemption for certain of the Company’s asset classes. The Company will adopt this guidance at the adoption date of January 1, 2019, using the transition method that allows it to initially apply ASC 842 as of January 1, 2019 and recognize a cumulative-effect adjustment to the opening balance of retained earnings in the period of adoption. The Company does not expect to recognize a material adjustment to retained earnings upon adoption |
Revenues
Revenues | 12 Months Ended |
Dec. 31, 2018 | |
Revenue From Contract With Customer [Abstract] | |
Revenues | Note 2. Revenues Adoption of ASC 606, Revenue from Contracts with Customers On January 1, 2018, the Company adopted ASC 606, which includes ASU 2014-09 and all related amendments, using the modified retrospective method applied to those contracts which were not completed as of January 1, 2018. Results for reporting periods beginning after January 1, 2018 are presented under ASC 606, while prior period amounts were not adjusted and continue to be reported in accordance with the Company’s historic accounting for revenues under ASC 605, Revenue Recognition The Company recorded an increase to opening retained earnings of $3.0 million as of January 1, 2018 due to the cumulative impact of adopting ASC 606. The impact, all in the Americas segment, primarily related to the change in the timing of revenue recognition associated with certain customer contracts that provide fees upon renewal, as well as changes in estimating variable consideration with respect to penalty and holdback provisions for failure to meet specified minimum service levels and other performance-based contingencies. Revenues recognized under ASC 606 were higher during 2018 than revenues would have been under ASC 605. This is primarily attributable to the change in the timing of revenue recognition, as discussed above. The impact on revenues recognized for the year ended December 31, 2018 is reported below. The cumulative effect of the adjustments made to the Company’s Consolidated Balance Sheet as of December 31, 2017 for the line items impacted by the adoption of ASC 606 was as follows (in thousands): December 31, 2017 Adjustments Due to the Adoption of ASC 606 January Receivables, net $ 341,958 $ 825 $ 342,783 Deferred charges and other assets 29,193 2,045 31,238 Income taxes payable 2,606 697 3,303 Deferred revenue and customer liabilities 34,717 (1,048 ) 33,669 Other long-term liabilities 22,039 202 22,241 Retained earnings 546,843 3,019 549,862 The financial statement line items impacted by the adoption of ASC 606 in the Company’s Consolidated Balance Sheet as of December 31, 2018, including the impact of acquisitions, were as follows (in thousands): As Reported Balances Without the Impact of the ASC 606 Adoption Effect of Adoption Increase (Decrease) Receivables, net $ 347,425 $ 344,975 $ 2,450 Other current assets 16,761 16,648 113 Deferred charges and other assets 43,364 27,398 15,966 Income taxes payable 1,433 (2,088 ) 3,521 Deferred revenue and customer liabilities 30,176 32,609 (2,433 ) Other accrued expenses and current liabilities 31,235 31,100 135 Other long-term liabilities 31,750 28,021 3,729 Retained earnings 598,788 585,211 13,577 The financial statement line items impacted by the adoption of ASC 606 in the Company’s Consolidated Statement of Operations for the year ended December 31, 2018, including the impact of acquisitions, were as follows, along with the impact per share (in thousands, except per share data): As Reported Balances Without the Impact of the ASC 606 Adoption Effect of Adoption Increase (Decrease) Revenues $ 1,625,687 $ 1,608,731 $ 16,956 Direct salaries and related costs 1,072,907 1,069,667 3,240 Income from operations 63,202 49,486 13,716 Income before income taxes 56,917 43,201 13,716 Income taxes 7,991 4,833 3,158 Net income 48,926 38,368 10,558 Net income per common share: Basic $ 1.16 $ 0.91 $ 0.25 Diluted $ 1.16 $ 0.91 $ 0.25 The Company’s net cash provided by operating activities for the year ended December 31, 2018 did not change due to the adoption of ASC 606. Practical Expedients The Company utilized the practical expedient that allows for the application of ASC 606 to a portfolio of contracts (or performance obligations) with similar characteristics if the entity reasonably expects that the effects on the financial statements of applying this guidance to the portfolio would not differ materially from applying this guidance to the individual contracts (or performance obligations) within that portfolio. Costs of Obtaining Customer Contracts ASC 606 requires an entity to recognize as an asset the incremental costs of obtaining a contract with a customer if the entity expects to recover those costs. The incremental costs of obtaining a contract are those costs that an entity incurs to obtain a contract with a customer that it would not have incurred if the contract had not been obtained (e.g., a sales commission). Because the Company’s sales commissions are not directly incremental to obtaining customer contracts, they are expensed as incurred. Recognition of Revenues Accounting Policy The Company recognizes revenues in accordance with ASC 606, whereby revenues are recognized when control of the promised goods or services is transferred to the Company’s customers, in an amount that reflects the consideration it expects to be entitled to in exchange for those goods or services. Customer Engagement Solutions and Services Under ASC 606, the Company accounts for a contract with a client when it has approval, the contract is committed, the rights of the parties, including payment terms, are identified, the contract has commercial substance and consideration is probable of collection. The Company’s customer engagement solutions and services are classified as stand-ready performance obligations. Because the Company’s customers simultaneously receive and consume the benefits of its services as they are delivered, the performance obligations are satisfied over time. The Company recognizes revenues over time using output methods such as a per minute, per hour, per call, per transaction or per time and materials basis. These output methods faithfully depict the satisfaction of the Company’s obligation to deliver the services as requested and represent a direct measurement of value to the customer. The Company’s contracts have a single performance obligation as the promise to transfer the customer solutions and services are not separately identifiable from other promises in the contract, and therefore not distinct. The stated term of the Company’s contracts with customers range from 30 days to six years. The majority of these contracts include termination for convenience or without cause provisions allowing either party to cancel the contract without substantial cost or penalty within a defined notification period (“termination rights”). The periods vary typically up to 180 days. Because of the termination rights, only the noncancelable portion qualifies as a legally enforceable contract under Step 1, Identify the Contract with a Customer, of ASC 606 (“Step 1”) and is accounted for as such, even if the customer is unlikely to exercise its termination right. Furthermore, the amounts excluded from assessment under Step 1 are, in effect, optional customer purchases of additional services. If the termination right is only provided to the customer, the unsatisfied performance obligations will be evaluated as a customer option. The Company typically does not include options in customer contracts that would result in a material right. If options to purchase additional services or options to renew are included in customer contracts, the Company evaluates the option in order to determine if the arrangement includes promises that may represent a material right and needs to be accounted for as a performance obligation in the contract with the customer. The Company’s primary billing terms are that payment is due within 30 or 60 days of the invoice date. Invoices are generally issued on a monthly basis as control transfers and/or as services are rendered. Revenue recognition is limited to the established transaction price, the amount to which the Company expects to be entitled to under the contract, including the amount of expected fees for those contracts with renewal provisions, and the amount that is not contingent upon delivery of any future product or service or meeting other specified performance obligations. The transaction price, once determined, is allocated to the single performance obligation on a contract by contract basis. The Company’s customer contracts include penalty and holdback provisions for failure to meet specified minimum service levels and other performance-based contingencies, as well as the right of certain of the Company’s clients to chargeback accounts that do not meet certain requirements for specified periods after a sale has occurred. Certain customers also receive cash discounts for early payment. These provisions are accounted for as variable consideration and are estimated using the expected value method based on historical service and pricing trends, the individual contract provisions, and the Company’s best judgment at the time. None of these variable consideration components are subject to constraint due to the short time period to resolution, the Company’s extensive history with similar transactions, and the limited number of possible outcomes and third-party influence. The portion of the consideration received under the contract that the Company expects to ultimately refund to the customer is excluded from the transaction price and is recorded as a refund liability. Other Revenues The Company offers RPA services, including RPA consulting, implementation, hosting and managed services for front, middle and back-office processes, in Europe and the U.S. Revenues are primarily recognized over time using output methods such as per time and materials basis. The Company offers fulfillment services that are integrated with its customer care and technical support services, primarily to clients operating in Europe. The Company’s fulfillment solutions include order processing, payment processing, inventory control, product delivery and product returns handling. Revenues are recognized upon shipment to the customer and satisfaction of all obligations. The Company provides a range of enterprise support services including technical staffing services and outsourced corporate help desk services, primarily in the U.S. Revenues are recognized over time using output methods such as number of positions filled. The Company also has miscellaneous other revenues in the Other segment. In total, other revenues are immaterial, representing 1.0%, 0.6% and 0.8% of the Company’s consolidated total revenues for the years ended December 31, 2018, 2017 and 2016, respectively. Disaggregated Revenues The Company disaggregates its revenues from contracts with customers by service type and geographic location (see Note 25, Segments and Geographic Information), for each of its reportable segments, as the Company believes it best depicts how the nature, amount, timing and uncertainty of its revenues and cash flows are affected by economic factors. The following table represents revenues from contracts with customers disaggregated by service type and by the reportable segment for each category (in thousands): Years Ended December 31, 2018 2017 2016 Americas: Customer engagement solutions and services $ 1,329,614 $ 1,324,534 $ 1,219,824 Other revenues 1,024 1,109 994 Total Americas 1,330,638 1,325,643 1,220,818 EMEA: Customer engagement solutions and services 280,437 252,423 228,667 Other revenues 14,517 7,860 10,422 Total EMEA 294,954 260,283 239,089 Other: Other revenues 95 82 130 Total Other 95 82 130 $ 1,625,687 $ 1,586,008 $ 1,460,037 Trade Accounts Receivable The Company’s trade accounts receivable, net, consists of the following (in thousands): December 31, 2018 January 1, 2018 Trade accounts receivable, net, current (1) $ 335,377 $ 332,014 Trade accounts receivable, net, noncurrent (2) 15,948 2,078 $ 351,325 $ 334,092 (1) Included in “Receivables, net” in the accompanying Consolidated Balance Sheets. The January 1, 2018 balance includes the $0.8 million adjustment recorded upon adoption of ASC 606. (2) Included in “Deferred charges and other assets” in the accompanying Consolidated Balance Sheets. The January 1, 2018 balance includes a $2.1 million adjustment recorded upon adoption of ASC 606. The Company’s noncurrent trade accounts receivable result from (1) contracts with customers that include renewal provisions, and (2) a contract with a customer under a multi-year arrangement. For contracts with customers that include renewal provisions, revenue is recognized up-front upon satisfaction of the associated performance obligations, but payments are received upon renewal. Renewals occur in bi-annual and annual increments over the associated expected contract term, the majority of which range from two to five years. The Company’s contract with a customer under a multi-year arrangement has a term of four years and is invoiced annually at the beginning of each annual coverage period. The Company records a receivable related to revenue recognized for the multi-year arrangement as the Company has an unconditional right to invoice and receive payment in the future related to that arrangement. Where the timing of revenue recognition differs from the timing of invoicing and payment, the Company has determined that its contracts do not include a significant financing component. A substantial amount of the consideration promised by the customer under the contracts that include renewal provisions is variable, and the amount and timing of that consideration varies based on the occurrence or nonoccurrence of future events that are not substantially within the Company’s control. Furthermore, the primary purpose of the multi-year arrangement invoicing terms is to provide the customer with a simplified and predictable way of purchasing certain products, not to provide financing or to receiving financing from the Company’s customer. Deferred Revenue and Customer Liabilities Deferred revenue and customer liabilities consists of the following (in thousands): December 31, 2018 January 1, 2018 Deferred revenue $ 3,655 $ 4,598 Customer arrangements with termination rights 16,404 21,755 Estimated refund liabilities (1) 10,117 7,316 $ 30,176 $ 33,669 (1) The January 1, 2018 balance includes the $1.0 million adjustment recorded upon adoption of ASC 606. Deferred Revenue The Company receives up-front fees in connection with certain contracts. In accordance with ASC 606, the up-front fees are recorded as a contract liability only to the extent a legally enforceable contract exists. The termination right notice period, which typically vary up to 180 days, is the portion of the contract that is legally enforceable. Accordingly, the up-front fees allocated to the notification period are recorded as deferred revenue, while the fees that extend beyond the notification period are classified as a customer arrangement with termination rights. These up-front fees do not represent a significant financing component since they were structured primarily to reduce the administrative burden in managing the operations of certain contracts, to provide the customer with un-interrupted service, and to assist in managing the overall risk and profitability of providing the services. Revenues of $4.4 million were recognized during the year ended December 31, 2018 from amounts included in deferred revenue at January 1, 2018. The Company expects to recognize the majority of its deferred revenue as of December 31, 2018 over the next 180 days. Customer Liabilities – Customer Arrangements with Termination Rights Customer arrangements with termination rights represent the amount of up-front fees received for unsatisfied performance obligations for periods that extend beyond the legally enforceable contract period. All customer arrangements with termination rights are classified as current as the customer can terminate the contracts and demand pro-rata refunds of the up-front fees over varying periods, typically up to 180 days. The Company expects to recognize the majority of the customer arrangements with termination rights into revenue as the Company has not historically experienced a high rate of contract terminations. Customer Liabilities – Refund Liabilities Refund liabilities represent consideration received under the contract that the Company expects to ultimately refund to the customer and primarily relates to estimated penalties, holdbacks and chargebacks. Penalties and holdbacks result from the failure to meet specified minimum service levels in certain contracts and other performance-based contingencies. Chargebacks reflect the right of certain of the Company’s clients to chargeback accounts that do not meet certain requirements for specified periods after a sale has occurred. Refund liabilities are generally resolved in 180 days, once it is determined whether the requisite service levels and client requirements were achieved to settle the contingency. |
Acquisitions
Acquisitions | 12 Months Ended |
Dec. 31, 2018 | |
Business Combinations [Abstract] | |
Acquisitions | Note 3. Acquisitions Symphony Acquisition On October 18, 2018, the Company as guarantor and its wholly-owned subsidiary, SEI International Services S.a.r.l, a Luxembourg company, entered into the Symphony Purchase Agreement with Pascal Baker, Ian Barkin, David Brain, David Poole, FIS Nominee Limited, Baronsmead Venture Trust plc and Baronsmead Second Venture Trust plc (together, the “Symphony Sellers”) to acquire all of the outstanding shares of Symphony. Symphony, headquartered in London, England, provides RPA services, offering RPA consulting, implementation, hosting and managed services for front, middle and back-office processes. Symphony serves numerous industries globally, including financial services, healthcare, business services, manufacturing, consumer products, communications, media and entertainment. The aggregate purchase price of GBP 52.5 million ($67.6 million) is subject to certain post-closing adjustments related to Symphony’s working capital. The Company paid GBP 44.6 million ($57.6 million) at the closing of the transaction on November 1, 2018 using cash on hand as well as $31.0 million of additional borrowings under the Company’s Credit Agreement. The present value of the remaining GBP 7.9 million ($10.0 million) of purchase price has been deferred and will be paid in equal installments over the next three years. The Symphony Purchase Agreement also provides for a three-year, retention based earnout payable in restricted stock units (“RSUs”) with a value of GBP 3.0 million. The acquisition resulted in $26.1 million of intangible assets, primarily customer relationships and trade names, $2.2 million of fixed assets and $36.4 million of goodwill. The Symphony Purchase Agreement contains customary representations and warranties, indemnification obligations and covenants. The Company accounted for the Symphony acquisition in accordance with ASC 805 , WhistleOut Acquisition On July 9, 2018, the Company, as guarantor, and its wholly-owned subsidiaries, Sykes Australia Pty Ltd, an Australian company, and Clear Link Technologies, LLC, a Delaware limited liability company, entered into and closed the WhistleOut Sale Agreement with WhistleOut Nominees Pty Ltd as trustee for the WhistleOut Holdings Unit Trust, CPC Investments USA Pty Ltd, JJZL Pty Ltd, Kenneth Wong as trustee for Wong Family Trust and C41 Pty Ltd as trustee for the Ottery Family Trust (together, the “WhistleOut Sellers”) to acquire all of the outstanding shares of WhistleOut. The aggregate purchase price of AUD 30.2 million ($22.4 million), paid at the closing of the transaction on July 9, 2018, resulted in $16.5 million of intangible assets, primarily indefinite-lived domain names, $2.4 million of fixed assets and $2.2 million of goodwill. The purchase price was funded through $22.0 million of additional borrowings under the Company’s Credit Agreement. The WhistleOut Sale Agreement provides for a three-year, retention based earnout of AUD 14.0 million. The WhistleOut Sale Agreement contained customary representations and warranties, indemnification obligations and covenants. The Company accounted for the WhistleOut acquisition in accordance with ASC 805 , Telecommunications Asset Acquisition On April 24, 2017, the Company entered into the Telecommunications Asset Acquisition Purchase Agreement to acquire certain assets from a Global 2000 telecommunications services provider. The aggregate purchase price of $7.5 million, paid on May 31, 2017 using cash on hand, resulted in $6.0 million of property and equipment and $1.5 million of customer relationship intangibles. The Telecommunications Asset Acquisition Asset Purchase Agreement contained customary representations and warranties, indemnification obligations and covenants. The Telecommunications Asset acquisition was completed to strengthen and create new partnerships for the Company and expand its geographic footprint in North America. The Company accounted for the Telecommunications Asset acquisition in accordance with ASC 805, whereby the fair value of the purchase price was allocated to the tangible and identifiable intangible assets acquired based on their estimated fair values as of the closing date. The Company completed its analysis of the purchase price allocation during the second quarter of 2017. Clearlink Acquisition On April 1, 2016, the Company acquired 100% of the outstanding membership units of Clearlink through a merger of Clearlink with and into a subsidiary of the Company (the “Merger”). Clearlink, with its operations located in the U.S., is an inbound demand generation and sales conversion platform serving numerous Fortune 500 business-to-consumer and business-to-business clients across various industries and subsectors, including telecommunications, satellite television, home security and insurance. The results of Clearlink’s operations have been included in the Company’s consolidated financial statements since April 1, 2016 (the “Clearlink acquisition date”) in the Americas segment. The strategic acquisition of Clearlink expanded the Company’s suite of service offerings while creating differentiation in the marketplace, broadened its addressable market opportunity and extended executive level reach within the Company’s existing clients’ organizations. This resulted in the Company paying a substantial premium for Clearlink, resulting in the recognition of goodwill. Pursuant to Federal income tax laws, intangibles and goodwill from the Clearlink acquisition are deductible over a 15-year amortization period. The Clearlink purchase price totaled $207.9 million, consisting of the following: Total Cash (1) $ 209,186 Working capital adjustment (1,278 ) $ 207,908 (1) Funded through borrowings under the Company's credit agreement. See Note 18, Borrowings, for more information. Approximately $2.6 million of the purchase price was placed in an escrow account as security for the indemnification obligations of Clearlink’s members under the Merger Agreement. The escrow was released pursuant to the terms of the escrow agreement, but the Company subsequently asserted a claim of approximately $0.4 million against the Clearlink members. This claim has been resolved by the parties for $0.2 million, with the outstanding amount received by the Company in December 2017. The Company accounted for the Clearlink acquisition in accordance with ASC 805, whereby the purchase price paid was allocated to the tangible and identifiable intangibles acquired and liabilities assumed from Clearlink based on their estimated fair values as of the closing date. The Company completed its analysis of the purchase price allocation during the fourth quarter of 2016 and the resulting adjustments of $0.3 million to income taxes payable and goodwill Fair values were based on management’s estimates and assumptions including variations of the income approach, the cost approach and the market approach. The amount of Clearlink’s revenues and net income since the April 1, 2016 acquisition date, included in the Company’s Consolidated Statement of Operations for the period indicated below, was as follows (in thousands): From April 1, 2016 Through December 31, 2016 Revenues $ 123,289 Net income $ 1,563 The following table presents the unaudited pro forma combined revenues and net earnings as if Clearlink had been included in the consolidated results of the Company for the year ended December 31, 2016. The pro forma financial information is not indicative of the results of operations that would have been achieved if the acquisition and related borrowings had taken place on January 1, 2016 (in thousands): Year December Revenues $ 1,493,866 Net income $ 65,662 Net income per common share: Basic $ 1.57 Diluted $ 1.55 These amounts were calculated to reflect the additional depreciation, amortization, interest expense and rent expense that would have been incurred assuming the fair value adjustments and borrowings occurred on January 1, 2016, together with the consequential tax effects. In addition, these amounts exclude costs incurred which are directly attributable to the acquisition, and which do not have a continuing impact on the combined companies’ operating results. Included in these costs are advisory and legal costs, net of the tax effects. Merger and integration costs associated with Clearlink included in “General and administrative” costs in the accompanying Consolidated Statement of Operations for the year ended December 31, 2016 were as follows (none in 2018 and 2017) (in thousands): Year December Severance costs: Americas $ 135 Transaction and integration costs: Americas 29 Other 4,470 4,499 Total merger and integration costs $ 4,634 |
Costs Associated with Exit or D
Costs Associated with Exit or Disposal Activities | 12 Months Ended |
Dec. 31, 2018 | |
Restructuring And Related Activities [Abstract] | |
Costs Associated with Exit or Disposal Activities | Note 4. Costs Associated with Exit or Disposal Activities Americas 2018 Exit Plan During the second quarter of 2018, the Company initiated a restructuring plan to streamline excess capacity through targeted seat reductions (the “Americas 2018 Exit Plan”) in an on-going effort to manage and optimize capacity utilization. The Americas 2018 Exit Plan includes, but is not limited to, closing customer contact management centers and consolidating leased space in various locations in the U.S. and Canada. The Company finalized the remainder of the site closures under the Americas 2018 Exit Plan as of December 31, 2018. The Company’s actions resulted in a reduction in seats as well as anticipated general and administrative cost savings, and lower depreciation expense resulting from the 2018 site closures. The cumulative total costs expected and incurred to date related to cash and non-cash expenditures resulting from the Americas 2018 Exit Plan are outlined below as of December 31, 2018 (in thousands): Cumulative Costs Incurred To Date Lease obligations and facility exit costs (1) $ 7,077 Severance and related costs (2) 3,429 Severance and related costs (1) 1,035 Non-cash impairment charges 5,875 $ 17,416 (1) Related to “General and administrative” costs. (2) Related to “ Direct salaries and related costs. The total costs expected to be incurred under the Americas 2018 Exit Plan increased $1.4 million since the initiation of the plan as the Company progressed with its plan and actual costs became known. No further costs are expected to be incurred under the plan. The Company has paid $9.3 million in cash through December 31, 2018. The following table summarizes the accrued liability and related charges for the year ended December 31, 2018 (none in 2017 and 2016) (in thousands): Lease Obligations and Facility Exit Costs Severance and Related Costs Total Balance at the beginning of the period $ — $ — $ — Charges included in "Direct salaries and related costs" — 3,429 3,429 Charges included in "General and administrative" 7,077 1,035 8,112 Cash payments (5,643 ) (3,647 ) (9,290 ) Balance sheet reclassifications (1) 335 — 335 Balance at the end of the period $ 1,769 $ 817 $ 2,586 (1) Consists of the reclassification of deferred rent balances to the restructuring liability for locations subject to closure. Restructuring Liability Classification The following table summarizes the Company’s short-term and long-term accrued liabilities associated with the Americas 2018 Exit Plan as of December 31, 2018 (none in 2017) (in thousands): December 31, 2018 Lease obligations and facility exit costs: Included in "Accounts payable" $ 100 Included in "Other accrued expenses and current liabilities" 952 Included in "Other long-term liabilities" 717 1,769 Severance and related costs: Included in "Accrued employee compensation and benefits" 793 Included in "Other accrued expenses and current liabilities" 24 817 $ 2,586 The long-term accrued restructuring liability relates to future rent obligations to be paid through the remainder of the lease terms, the last of which ends in June 2021. |
Fair Value
Fair Value | 12 Months Ended |
Dec. 31, 2018 | |
Fair Value Disclosures [Abstract] | |
Fair Value | Note 5. Fair Value The Company's assets and liabilities measured at fair value on a recurring basis subject to the requirements of ASC 820 consist of the following (in thousands): Fair Value Measurements Using: Balance at Quoted Prices in Active Markets For Identical Assets Significant Other Observable Inputs Significant Unobservable Inputs December 31, 2018 Level 1 Level 2 Level 3 Assets: Foreign currency forward and option contracts (1) $ 1,068 $ — $ 1,068 $ — Embedded derivatives (1) 10 — — 10 Equity investments held in rabbi trust for the Deferred Compensation Plan (2) 8,075 8,075 — — Debt investments held in rabbi trust for the Deferred Compensation Plan (2) 3,367 3,367 — — $ 12,520 $ 11,442 $ 1,068 $ 10 Liabilities: Foreign currency forward and option contracts (1) $ 2,895 $ — $ 2,895 $ — Embedded derivatives (1) 369 — — 369 $ 3,264 $ — $ 2,895 $ 369 Fair Value Measurements Using: Balance at Quoted Prices in Active Markets For Identical Assets Significant Other Observable Inputs Significant Unobservable Inputs December 31, 2017 Level 1 Level 2 Level 3 Assets: Foreign currency forward and option contracts (1) $ 3,848 $ — $ 3,848 $ — Embedded derivatives (1) 52 — — 52 Equity investments held in rabbi trust for the Deferred Compensation Plan (2) 8,094 8,094 — — Debt investments held in rabbi trust for the Deferred Compensation Plan (2) 3,533 3,533 — — $ 15,527 $ 11,627 $ 3,848 $ 52 Liabilities: Foreign currency forward and option contracts (1) $ 256 $ — $ 256 $ — Embedded derivatives (1) 579 — — 579 $ 835 $ — $ 256 $ 579 (1) See Note 11, Financial Derivatives, for the classification in the accompanying Consolidated Balance Sheets. (2) Included in “Other current assets” in the accompanying Consolidated Balance Sheets. See Note 12, Investments Held in Rabbi Trust. Reconciliations of Fair Value Measurements Categorized within Level 3 of the Fair Value Hierarchy Embedded Derivatives in Lease Agreements A rollforward of the net asset (liability) activity in the Company’s fair value of the embedded derivatives is as follows (in thousands): Years Ended December 31, 2018 2017 2016 Balance at the beginning of the period $ (527 ) $ (555 ) $ — Gains (losses) recognized in "Other income (expense), net" (7 ) (139 ) (714 ) Settlements 158 170 (7 ) Effect of foreign currency 17 (3 ) 166 Balance at the end of the period $ (359 ) $ (527 ) $ (555 ) Change in unrealized gains (losses) included in "Other income (expense), net" related to embedded derivatives held at the end of the period $ 15 $ (325 ) $ 3 Contingent Consideration A rollforward of the activity in the Company’s fair value of the contingent consideration (liability) is as follows (none in 2018) (in thousands): Years Ended December 31, 2017 2016 Balance at the beginning of the period $ (6,100 ) $ (6,280 ) Acquisition (1) — (2,779 ) Imputed interest (76 ) (754 ) Fair value gain (loss) adjustments (2) 605 2,250 Settlements 5,760 1,396 Effect of foreign currency (189 ) 67 Balance at the end of the period $ — $ (6,100 ) Change in unrealized gains (losses) included in "General and administrative" related to contingent consideration outstanding at the end of the period $ — $ 2,268 (1) Liabilities acquired as part of the Clearlink acquisition on April 1, 2016. See Note 3, Acquisitions. (2) Included in “General and administrative” costs in the accompanying Consolidated Statements of Operations. The Company recorded a fair value gain of $2.6 million to the Qelp contingent consideration in “General and administrative” during the year ended December 31, 2016 due to the execution of an addendum to the Qelp purchase agreement dated September 26, 2016, subject to which the Company agreed to pay the Sellers EUR 4.0 million by June 30, 2017 ($4.2 million as of December 31, 2016). The Company paid $4.4 million in May 2017 to settle the outstanding contingent consideration obligation. The Company recorded a net fair value gain of $0.6 million and fair value loss of $0.3 million to the Clearlink contingent consideration in “General and administrative” during the years ended December 31, 2017 and 2016, respectively. All outstanding Clearlink contingent consideration liabilities were paid prior to December 31, 2017. The Company accreted interest expense each period using the effective interest method until the contingent consideration reached its estimated future value. Interest expense related to the contingent consideration was included in “Interest (expense)” in the accompanying Consolidated Statements of Operations for the years ended December 31, 2017 and 2016. Non-Recurring Fair Value Certain assets, under certain conditions, are measured at fair value on a nonrecurring basis utilizing Level 3 inputs, as described in Note 1, Overview and Summary of Significant Accounting Policies, like those associated with acquired businesses, including goodwill, other intangible assets, other long-lived assets and equity method investments. For these assets, measurement at fair value in periods subsequent to their initial recognition would be applicable if these assets were determined to be impaired. The adjusted carrying values for assets measured at fair value on a nonrecurring basis (no liabilities) subject to the requirements of ASC 820 Total Impairment (Loss) Years Ended December 31, 2018 2017 Americas: Property and equipment, net $ (9,401 ) $ (5,410 ) In connection with the closure of certain under-utilized customer contact management centers and the consolidation of leased space in the U.S. and Canada, the Company recorded impairment charges of $9.4 million and $5.2 million during the years ended December 2018 and 2017, respectively, related to leasehold improvements, equipment, furniture and fixtures which were not recoverable. See Note 4, Costs Associated with Exit or Disposal Activities, for further information. The Company recorded an impairment charge of $0.2 million related to the write-down of a vacant and unused parcel of land in the U.S. to its estimated fair value during the year ended December 31, 2017. |
Goodwill and Intangible Assets
Goodwill and Intangible Assets | 12 Months Ended |
Dec. 31, 2018 | |
Goodwill And Intangible Assets Disclosure [Abstract] | |
Goodwill and Intangible Assets | Note 6. Goodwill and Intangible Assets Intangible Assets The following table presents the Company’s purchased intangible assets as of December 31, 2018 (in thousands): Gross Intangibles Accumulated Amortization Net Intangibles Weighted Average Amortization Period (years) Intangible assets subject to amortization: Customer relationships $ 189,697 $ (106,502 ) $ 83,195 10 Trade names and trademarks 19,236 (10,594 ) 8,642 8 Non-compete agreements 2,746 (1,724 ) 1,022 3 Content library 517 (517 ) — 2 Proprietary software 1,040 (725 ) 315 4 Intangible assets not subject to amortization: Domain names 80,857 — 80,857 N/A $ 294,093 $ (120,062 ) $ 174,031 5 The following table presents the Company’s purchased intangible assets as of December 31, 2017 (in thousands): Gross Intangibles Accumulated Amortization Net Intangibles Weighted Average Amortization Period (years) Intangible assets subject to amortization: Customer relationships $ 170,853 $ (95,175 ) $ 75,678 10 Trade names and trademarks 14,138 (8,797 ) 5,341 7 Non-compete agreements 1,820 (1,052 ) 768 3 Content library 542 (542 ) — 2 Proprietary software 1,040 (585 ) 455 4 Intangible assets not subject to amortization: Domain names 58,035 — 58,035 N/A $ 246,428 $ (106,151 ) $ 140,277 6 The Company’s estimated future amortization expense for the succeeding years relating to the purchased intangible assets resulting from acquisitions completed prior to December 31, 2018, is as follows (in thousands): Years Ending December 31, Amount 2019 16,679 2020 14,013 2021 9,437 2022 8,133 2023 7,282 2024 and thereafter 37,630 Goodwill Changes in goodwill for the year ended December 31, 2018 consist of the following (in thousands): January Acquisition Effect of Foreign Currency December 31, 2018 Americas $ 258,496 $ 2,175 $ (5,235 ) $ 255,436 EMEA 10,769 36,361 (49 ) 47,081 $ 269,265 $ 38,536 $ (5,284 ) $ 302,517 Changes in goodwill for the year ended December 31, 2017 consist of the following (in thousands): January Acquisition Effect of Foreign Currency December 31, 2017 Americas $ 255,842 $ 390 $ 2,264 $ 258,496 EMEA 9,562 — 1,207 10,769 $ 265,404 $ 390 $ 3,471 $ 269,265 (1) See Note 3, Acquisitions, for further information. The Company performs its annual goodwill impairment test during the third quarter, or more frequently, if indicators of impairment exist. For the annual goodwill impairment test, the Company elected to forgo the option to first assess qualitative factors and performed its annual quantitative goodwill impairment test as of July 31, 2018. Under ASC 350, the carrying value of assets is calculated at the reporting unit level. The quantitative assessment of goodwill includes comparing a reporting unit’s calculated fair value to its carrying value. The calculation of fair value requires significant judgments including estimation of future cash flows, which is dependent on internal forecasts, estimation of the long-term rate of growth and determination of the Company’s weighted average cost of capital. Changes in these estimates and assumptions could materially affect the determination of fair value and/or conclusions on goodwill impairment for each reporting unit. The process of evaluating the fair value of the reporting units is highly subjective and requires significant judgment and estimates as the reporting units operate in a number of markets and geographical regions. The Company considered the income and market approaches to determine its best estimates of fair value, which incorporated the following significant assumptions: • Revenue projections, including revenue growth during the forecast periods; • EBITDA margin projections over the forecast periods; • Estimated income tax rates; • Estimated capital expenditures; and • Discount rates based on various inputs, including the risks associated with the specific reporting units as well as their revenue growth and EBITDA margin assumptions. As of July 31, 2018, the Company concluded that goodwill was not impaired for all six of its reporting units with goodwill, . While the fair values of in excess of their carrying value, the Qelp and Clearlink reporting units’ . The Qelp and Clearlink reporting units are at risk of future impairment if projected operating results are not met or other inputs into the fair value measurement change. However, as of December 31, 2018, the Company believes there were no indicators of impairment related to Qelp’s $10.2 million of goodwill and Clearlink’s $71.2 million of goodwill. Additionally as of December 31, 2018, the Company noted no indicators of impairment related to Symphony’s $36.9 million of goodwill, recorded as a result of the acquisition on November 1, 2018. |
Concentrations of Credit Risk
Concentrations of Credit Risk | 12 Months Ended |
Dec. 31, 2018 | |
Risks And Uncertainties [Abstract] | |
Concentrations of Credit Risk | Financial instruments that potentially subject the Company to concentrations of credit risk consist principally of trade receivables. The Company’s credit concentrations are limited due to the wide variety of customers and markets in which the Company’s services are sold. See Note 11, Financial Derivatives, for a discussion of the Company’s credit risk relating to financial derivative instruments, and Note 25, Segments and Geographic Information, for a discussion of the Company’s customer concentration. |
Receivables, Net
Receivables, Net | 12 Months Ended |
Dec. 31, 2018 | |
Receivables [Abstract] | |
Receivables, Net | Note 8. Receivables, Net Receivables, net consist of the following (in thousands): December 31, 2018 2017 Trade accounts receivable, current $ 338,473 $ 334,147 Income taxes receivable 916 4,138 Other 11,132 6,631 Receivables, gross 350,521 344,916 Less: Allowance for doubtful accounts 3,096 2,958 Receivables, net $ 347,425 $ 341,958 Allowance for doubtful accounts as a percent of trade accounts receivable, current 0.9 % 0.9 % |
Prepaid Expenses
Prepaid Expenses | 12 Months Ended |
Dec. 31, 2018 | |
Text Block [Abstract] | |
Prepaid Expenses | Note 9. Prepaid Expenses Prepaid expenses consist of the following (in thousands): December 31, 2018 2017 Prepaid maintenance $ 5,888 $ 7,773 Prepaid insurance 4,500 4,380 Prepaid software 3,499 1,638 Prepaid rent 3,471 3,767 Prepaid other 6,396 4,574 $ 23,754 $ 22,132 |
Other Current Assets
Other Current Assets | 12 Months Ended |
Dec. 31, 2018 | |
Deferred Costs Capitalized Prepaid And Other Assets Disclosure [Abstract] | |
Other Current Assets | Note 10. Other Current Assets Other current assets consist of the following (in thousands): December 31, 2018 2017 Investments held in rabbi trust (Note 12) $ 11,442 $ 11,627 Deferred rent 1,867 1,936 Financial derivatives (Note 11) 1,078 3,857 Other current assets 2,374 2,323 $ 16,761 $ 19,743 |
Financial Derivatives
Financial Derivatives | 12 Months Ended |
Dec. 31, 2018 | |
Derivative Instruments And Hedging Activities Disclosure [Abstract] | |
Financial Derivatives | Note 11. Financial Derivatives Cash Flow Hedges – The Company has derivative assets and liabilities relating to outstanding forward contracts and options, designated as cash flow hedges, as defined under ASC 815 Derivatives and Hedging (“ASC 815”), consisting of Philippine Peso, Costa Rican Colon, Hungarian Forint and Romanian Leu contracts. These contracts are entered into to hedge the exposure to variability in the cash flows of a specific asset or liability, or of a forecasted transaction that is attributable to changes in exchange rates. The deferred gains (losses) and related taxes on the Company’s cash flow hedges recorded in “Accumulated other comprehensive income (loss)” (“AOCI”) in the accompanying Consolidated Balance Sheets are as follows (in thousands): December 31, 2018 2017 Deferred gains (losses) in AOCI $ (1,825 ) $ 2,550 Tax on deferred gains (losses) in AOCI (39 ) (79 ) Deferred gains (losses) in AOCI, net of taxes $ (1,864 ) $ 2,471 Deferred gains (losses) expected to be reclassified to "Revenues" from AOCI during the next twelve months $ (1,825 ) Deferred gains (losses) and other future reclassifications from AOCI will fluctuate with movements in the underlying market price of the forward contracts and options as well as the related settlement of forecasted transactions. Net Investment Hedge – From time to time, the Company enters into foreign exchange forward contracts to hedge its net investment in certain foreign operations, as defined under ASC 815. The purpose of these derivative instruments is to protect the Company’s interests against the risk that the net assets of certain foreign subsidiaries will be adversely affected by changes in exchange rates and economic exposures related to the Company’s foreign currency-based investments in these subsidiaries. Non-Designated Hedges Foreign Currency Forward Contracts – The Company also periodically enters into foreign currency hedge contracts that are not designated as hedges as defined under ASC 815. The purpose of these derivative instruments is to protect the Company’s interests against adverse foreign currency moves relating primarily to intercompany receivables and payables, and other assets and liabilities that are denominated in currencies other than the Company’s subsidiaries’ functional currencies. See Note 1, Overview and Summary of Significant Accounting Policies, for additional information on the Company’s purpose for entering into derivatives not designated as hedging instruments and its overall risk management strategies. Embedded Derivatives – The Company enters into c ertain lease agreements which require payments not denominated in the functional currency of any substantial party to the agreements. The foreign currency component of these contracts meets the criteria under ASC 815 as embedded derivatives. The Company has determined that the embedded derivatives are not clearly and closely related to the economic characteristics and risks of the host contracts (lease agreements), and separate, stand-alone instruments with the same terms as the embedded derivative instruments would otherwise qualify as derivative instruments, thereby requiring separation from the lease agreements and recognition at fair value. Such instruments do not qualify for hedge accounting under ASC 815. The Company had the following outstanding foreign currency forward contracts and options, and embedded derivatives (in thousands): December 31, 2018 December 31, 2017 Contract Type Notional Amount in USD Settle Through Date Notional Amount in USD Settle Through Date Cash flow hedges: Options: US Dollars/Philippine Pesos $ 26,250 December 2019 $ 78,000 December 2018 Forwards: US Dollars/Philippine Pesos 39,000 September 2019 3,000 June 2018 US Dollars/Costa Rican Colones 67,000 December 2019 70,000 March 2019 Non-designated hedges: Forwards 19,261 November 2021 9,253 March 2018 Embedded derivatives 14,069 April 2030 13,519 April 2030 Master netting agreements exist with each respective counterparty to reduce credit risk by permitting net settlement of derivative positions. In the event of default by the Company or one of its counterparties, these agreements include a set-off clause that provides the non-defaulting party the right to net settle all derivative transactions, regardless of the currency and settlement date. The maximum amount of loss due to credit risk that, based on gross fair value, the Company would incur if parties to the derivative transactions that make up the concentration failed to perform according to the terms of the contracts was $1.1 million and $3.8 million as of December 31, 2018 and 2017, respectively. After consideration of these netting arrangements and offsetting positions by counterparty, the total net settlement amount as it relates to these positions are asset positions of $1.1 million and $3.6 million, and liability positions of $2.9 million and $0 as of December 31, 2018 and 2017, respectively. Although legally enforceable master netting arrangements exist between the Company and each counterparty, the Company has elected to present the derivative assets and derivative liabilities on a gross basis in the accompanying Consolidated Balance Sheets. Additionally, the Company is not required to pledge, nor is it entitled to receive, cash collateral related to these derivative transactions. The following tables present the fair value of the Company’s derivative instruments included in the accompanying Consolidated Balance Sheets (in thousands): Derivative Assets December 31, 2018 December 31, 2017 Fair Value Fair Value Derivatives designated as cash flow hedging instruments under ASC 815: Foreign currency forward and option contracts (1) $ 1,038 $ 3,604 Derivatives not designated as hedging instruments under ASC 815: Foreign currency forward contracts (1) 30 244 Embedded derivatives (1) 10 9 Embedded derivatives (2) — 43 Total derivative assets $ 1,078 $ 3,900 Derivative Liabilities December 31, 2018 December 31, 2017 Fair Value Fair Value Derivatives designated as cash flow hedging instruments under ASC 815: Foreign currency forward and option contracts (3) $ 2,604 $ 175 Foreign currency forward and option contracts (4) — 81 2,604 256 Derivatives not designated as hedging instruments under ASC 815: Foreign currency forward contracts (3) 247 — Foreign currency forward contracts (4) 44 — Embedded derivatives (3) 8 189 Embedded derivatives (4) 361 390 Total derivative liabilities $ 3,264 $ 835 (1) Included in "Other current assets" in the accompanying Consolidated Balance Sheets. (2) Included in "Deferred charges and other assets" in the accompanying Consolidated Balance Sheets. (3) Included in "Other accrued expenses and current liabilities" in the accompanying Consolidated Balance Sheets. (4) Included in "Other long-term liabilities" in the accompanying Consolidated Balance Sheets. The following table presents the effect of the Company’s derivative instruments included in the accompanying Consolidated Financial Statements for the years ended December 31, 2018, 2017 and 2016 (in thousands): Gain (Loss) Recognized in AOCI on Derivatives (Effective Portion) Gain (Loss) Reclassified From AOCI Into "Revenues" (Effective Portion) Gain (Loss) Recognized in "Revenues" on Derivatives (Ineffective Portion and Amount Excluded from Effectiveness Testing) December 31, December 31, December 31, 2018 2017 2016 2018 2017 2016 2018 2017 2016 Derivatives designated as cash flow hedging instruments under ASC 815: Foreign currency forward and option contracts $ (4,259 ) $ 2,277 $ (2,308 ) $ (26 ) $ (2,536 ) $ (553 ) $ (28 ) $ (1 ) $ (5 ) Derivatives designated as net investment hedging instruments under ASC 815: Foreign currency forward contracts — (8,352 ) 3,409 — — — — — — $ (4,259 ) $ (6,075 ) $ 1,101 $ (26 ) $ (2,536 ) $ (553 ) $ (28 ) $ (1 ) $ (5 ) The following table presents the gains (losses) recognized in “Other income (expense), net” of the Company’s derivative instruments included in the accompanying Consolidated Financial Statements for the years ended December 31, 2018, 2017 and 2016 (in thousands): Years Ended December 31, 2018 2017 2016 Derivatives not designated as hedging instruments under ASC 815: Foreign currency forward contracts $ (1,744 ) $ 282 $ (1,556 ) Embedded derivatives (7 ) (139 ) (714 ) $ (1,751 ) $ 143 $ (2,270 ) |
Investments Held in Rabbi Trust
Investments Held in Rabbi Trust | 12 Months Ended |
Dec. 31, 2018 | |
Investments Debt And Equity Securities [Abstract] | |
Investments Held in Rabbi Trust | Note 12. Investments Held in Rabbi Trust The Company’s investments held in rabbi trust, classified as trading securities and included in “Other current assets” in the accompanying Consolidated Balance Sheets, at fair value, consist of the following (in thousands): December 31, 2018 December 31, 2017 Cost Fair Value Cost Fair Value Mutual funds $ 8,864 $ 11,442 $ 8,096 $ 11,627 The mutual funds held in the rabbi trust were 71% equity-based and 29% debt-based as of December 31, 2018. Net investment income (losses), included in “Other income (expense), net” in the accompanying Consolidated Statements of Operations consists of the following (in thousands): Years Ended December 31, 2018 2017 2016 Net realized gains (losses) from sale of trading securities $ 10 $ 195 $ 241 Dividend and interest income 635 422 92 Net unrealized holding gains (losses) (1,512 ) 1,002 249 (867 ) 1,619 $ 582 |
Property and Equipment, Net
Property and Equipment, Net | 12 Months Ended |
Dec. 31, 2018 | |
Property Plant And Equipment [Abstract] | |
Property and Equipment, Net | Note 13. Property and Equipment, Net Property and equipment, net consists of the following (in thousands): December 31, 2018 2017 Land $ 2,185 $ 3,217 Buildings and leasehold improvements 129,582 135,100 Equipment, furniture and fixtures 298,537 312,636 Capitalized internally developed software costs 41,883 34,886 Transportation equipment 636 556 Construction in progress 2,253 7,462 475,076 493,857 Less: Accumulated depreciation 339,658 333,067 $ 135,418 $ 160,790 Capitalized internally developed software, net of depreciation, included in “Property and equipment, net” in the accompanying Consolidated Balance Sheets was as follows (in thousands): December 31, 2018 2017 Capitalized internally developed software costs, net $ 18,352 $ 15,876 Sale of Fixed Assets, Land and Building Located in Wise, Virginia In October 2018, the Company sold the fixed assets, land and building located in Wise, Virginia, with a net carrying value of $0.7 million, for cash of $0.8 million (net of selling costs of less than $0.1 million). This resulted in a net gain on disposal of property and equipment of less than $0.1 million, which is included in “General and administrative” in the accompanying Consolidated Statement of Operations for the year ended December 31, 2018. Sale of Fixed Assets, Land and Building Located in Ponca City, Oklahoma In September 2018, the Company sold the fixed assets, land and building located in Ponca City, Oklahoma, with a net carrying value of $0.5 million, for cash of $0.2 million (net of selling costs of less than $0.1 million). This resulted in a net loss on disposal of property and equipment of $0.3 million, which is included in “General and administrative” in the accompanying Consolidated Statement of Operations for the year ended December 31, 2018. Sale of Fixed Assets, Land and Building Located in Morganfield, Kentucky In December 2016, the Company sold the fixed assets, land and building located in Morganfield, Kentucky, with a net carrying value of $0.3 million, for cash of $0.5 million (net of selling costs of less than $0.1 million). This resulted in a net gain on disposal of property and equipment of $0.2 million, which is included in “General and administrative” in the accompanying Consolidated Statement of Operations for the year ended December 31, 2016. |
Deferred Charges and Other Asse
Deferred Charges and Other Assets | 12 Months Ended |
Dec. 31, 2018 | |
Deferred Costs Capitalized Prepaid And Other Assets Disclosure [Abstract] | |
Deferred Charges and Other Assets | Note 14. Deferred Charges and Other Assets Deferred charges and other assets consist of the following (in thousands): December 31, 2018 2017 Trade accounts receivable, net, noncurrent (Note 2) $ 15,948 $ — Equity method investments (Note 1) 9,702 10,341 Net deferred tax assets, noncurrent (Note 20) 5,797 6,657 Rent and other deposits 5,687 5,379 Value added tax receivables, net, noncurrent 519 548 Other 5,711 6,268 $ 43,364 $ 29,193 |
Accrued Employee Compensation a
Accrued Employee Compensation and Benefits | 12 Months Ended |
Dec. 31, 2018 | |
Text Block [Abstract] | |
Accrued Employee Compensation and Benefits | Note 15. Accrued Employee Compensation and Benefits Accrued employee compensation and benefits consist of the following (in thousands): December 31, 2018 2017 Accrued compensation $ 34,095 $ 42,505 Accrued bonus and commissions 19,835 22,523 Accrued vacation 19,019 18,848 Accrued employment taxes 15,598 11,412 Accrued severance and related costs (Note 4) 793 — Other 6,473 7,611 $ 95,813 $ 102,899 |
Other Accrued Expenses and Curr
Other Accrued Expenses and Current Liabilities | 12 Months Ended |
Dec. 31, 2018 | |
Payables And Accruals [Abstract] | |
Other Accrued Expenses and Current Liabilities | Note 16. Other Accrued Expenses and Current Liabilities Other accrued expenses and current liabilities consist of the following (in thousands): December 31, 2018 2017 Deferred Symphony acquisition purchase price (Note 3) $ 3,394 $ — Accrued legal and professional fees 3,380 3,417 Accrued rent 3,283 2,983 Financial derivatives (Note 11) 2,859 364 Accrued customer-acquisition advertising costs (Note 1) 2,831 403 Accrued telephone charges 2,000 1,515 Accrued roadside assistance claim costs 1,330 2,011 Accrued utilities 1,148 1,694 Accrued restructuring (Note 4) 976 — Other 10,034 18,501 $ 31,235 $ 30,888 |
Deferred Grants
Deferred Grants | 12 Months Ended |
Dec. 31, 2018 | |
Text Block [Abstract] | |
Deferred Grants | Note 17. Deferred Grants Deferred grants, net of accumulated amortization, consist of the following (in thousands): December 31, 2018 2017 Property grants $ 1,983 $ 2,843 Lease grants 369 507 Employment grants 13 61 Total deferred grants 2,365 3,411 Less: Lease grants - short-term (1) (111 ) (117 ) Less: Employment grants - short-term (1) (13 ) (61 ) Total long-term deferred grants $ 2,241 $ 3,233 (1) Included in "Other accrued expenses and current liabilities" in the accompanying Consolidated Balance Sheets. |
Borrowings
Borrowings | 12 Months Ended |
Dec. 31, 2018 | |
Debt Disclosure [Abstract] | |
Borrowings | Note 18. Borrowings On May 12, 2015, the Company entered into a $440 million revolving credit facility (the “Credit Agreement”) with a group of lenders and KeyBank National Association, as Lead Arranger, Sole Book Runner, Administrative Agent, Swing Line Lender and Issuing Lender (“KeyBank”). The Credit Agreement is subject to certain borrowing limitations and includes certain customary financial and restrictive covenants. The Credit Agreement includes a $200 million alternate-currency sub-facility, a $10 million swingline sub-facility and a $35 million letter of credit sub-facility, and may be used for general corporate purposes including acquisitions, share repurchases, working capital support and letters of credit, subject to certain limitations. The Company is not currently aware of any inability of its lenders to provide access to the full commitment of funds that exist under the revolving credit facility, if necessary. However, there can be no assurance that such facility will be available to the Company, even though it is a binding commitment of the financial institutions. The Credit Agreement matures on May 12, 2020, and had outstanding borrowings of $102.0 million and $275.0 million at December 31, 2018 and 2017, respectively, included in “Long-term debt” in the accompanying Consolidated Balance Sheets. Borrowings under the Credit Agreement bear interest at the rates set forth in the Credit Agreement. In addition, the Company is required to pay certain customary fees, including a commitment fee determined quarterly based on the Company’s leverage ratio and due quarterly in arrears as calculated on the average unused amount of the Credit Agreement. The Credit Agreement is guaranteed by all the Company’s existing and future direct and indirect material U.S. subsidiaries and secured by a pledge of 100% of the non-voting and 65% of the voting capital stock of all the direct foreign subsidiaries of the Company and those of the guarantors. In May 2015, the Company paid an underwriting fee of $0.9 million for the Credit Agreement, which is deferred and amortized over the term of the loan, along with the deferred loan fees of $0.4 million related to the previous credit agreement. In January 2018, the Company repaid $175.0 million of long-term debt outstanding under its Credit Agreement, primarily using funds repatriated from its foreign subsidiaries. The following table presents information related to our credit agreements (dollars in thousands): Years Ended December 31, 2018 2017 2016 Average daily utilization $ 106,189 $ 268,775 $ 222,612 Interest expense (1), (2) $ 3,817 $ 6,668 $ 3,952 Weighted average interest rate (2) 3.6 % 2.5 % 1.8 % (1) Excludes the amortization of deferred loan fees. (2) Includes the commitment fee. On February 14, 2019, the Company entered into a $500 million revolving credit facility, which replaced the Company’s existing $440 million revolving credit facility. The prior $440 million agreement was terminated simultaneously upon execution of the new agreement. The Company’s new revolving credit facility will mature on February 14, 2024, includes a $200 million alternate-currency sub-facility, a $15 million swingline sub-facility and a $15 million letter of credit sub-facility, and has terms that are substantially similar to the Company’s $440 million revolving credit facility. The Company is not currently aware of any inability of its lenders to provide access to the full commitment of funds that exist under the revolving credit facility, if necessary. However, there can be no assurance that such facility will be available to the Company, even though it is a binding commitment of the financial institutions. |
Accumulated Other Comprehensive
Accumulated Other Comprehensive Income (Loss) | 12 Months Ended |
Dec. 31, 2018 | |
Equity [Abstract] | |
Accumulated Other Comprehensive Income (Loss) | Note 19. Accumulated Other Comprehensive Income (Loss) The components of accumulated other comprehensive income (loss) consist of the following (in thousands): Foreign Currency Translation Adjustments Unrealized Gain (Loss) on Net Investment Hedge Unrealized Gain (Loss) on Cash Flow Hedging Instruments Unrealized Actuarial Gain (Loss) Related to Pension Liability Unrealized Gain (Loss) on Postretirement Obligation Total Balance at January 1, 2016 $ (58,601 ) $ 4,170 $ (527 ) $ 1,029 $ 267 $ (53,662 ) Pre-tax amount (13,832 ) 3,409 (2,313 ) 212 (9 ) (12,533 ) Tax (provision) benefit — (1,313 ) 72 (8 ) — (1,249 ) Reclassification of (gain) loss to net income — — 527 (52 ) (58 ) 417 Foreign currency translation 40 — 16 (56 ) — — Balance at December 31, 2016 (72,393 ) 6,266 (2,225 ) 1,125 200 (67,027 ) Pre-tax amount 36,101 (8,352 ) 2,276 527 (30 ) 30,522 Tax (provision) benefit — 3,132 (54 ) (18 ) — 3,060 Reclassification of (gain) loss to net income — — 2,444 (53 ) (50 ) 2,341 Foreign currency translation (23 ) — 30 (7 ) — — Balance at December 31, 2017 (36,315 ) 1,046 2,471 1,574 120 (31,104 ) Pre-tax amount (22,158 ) — (4,287 ) 783 — (25,662 ) Tax (provision) benefit — — 84 47 — 131 Reclassification of (gain) loss to net income — — 6 (66 ) (80 ) (140 ) Foreign currency translation 220 — (138 ) (82 ) — — Balance at December 31, 2018 $ (58,253 ) $ 1,046 $ (1,864 ) $ 2,256 $ 40 $ (56,775 ) The following table summarizes the amounts reclassified to net income from accumulated other comprehensive income (loss) and the associated line item in the accompanying Consolidated Statements of Operations (in thousands): Years Ended December 31, Statements Operations 2018 2017 2016 Location Gain (loss) on cash flow hedging instruments: (1) Pre-tax amount $ (54 ) $ (2,537 ) $ (558 ) Revenues Tax (provision) benefit 48 93 31 Income taxes Reclassification to net income (6 ) (2,444 ) (527 ) Actuarial gain (loss) related to pension liability: (2) Pre-tax amount 58 43 40 Other income (expense), net Tax (provision) benefit 8 10 12 Income taxes Reclassification to net income 66 53 52 Gain (loss) on postretirement obligation: (2),(3) Reclassification to net income 80 50 58 Other income (expense), net $ 140 $ (2,341 ) $ (417 ) (1) See Note 11, Financial Derivatives, for further information. (2) See Note 23, Defined Benefit Pension Plan and Postretirement Benefits, for further information. (3) No related tax (provision) benefit. As discussed in Note 20, Income Taxes, for periods prior to December 31, 2017, any remaining outside basis differences associated with the Company’s investments in its foreign subsidiaries are considered to be indefinitely reinvested and no provision for income taxes on those earnings or translation adjustments has been provided. |
Income Taxes
Income Taxes | 12 Months Ended |
Dec. 31, 2018 | |
Income Tax Disclosure [Abstract] | |
Income Taxes | Note 20. Income Taxes The income before income taxes consists of the following (in thousands): Years Ended December 31, 2018 2017 2016 Domestic (U.S., state and local) $ 6,971 $ 9,662 $ 34,761 Foreign 49,946 71,645 54,123 $ 56,917 $ 81,307 $ 88,884 Significant components of the income tax provision are as follows (in thousands): Years Ended December 31, 2018 2017 2016 Current: U.S. federal $ (492 ) $ 29,986 $ 9,514 State and local 54 855 1,958 Foreign 9,938 10,342 12,683 Total current provision for income taxes 9,500 41,183 24,155 Deferred: U.S. federal (498 ) 7,919 2,007 State and local (85 ) 922 (526 ) Foreign (926 ) (933 ) 858 Total deferred provision (benefit) for income taxes (1,509 ) 7,908 2,339 $ 7,991 $ 49,091 $ 26,494 The temporary differences that give rise to significant portions of the deferred income tax provision (benefit) are as follows (in thousands): Years Ended December 31, 2018 2017 2016 Net operating loss and tax credit carryforwards $ (613 ) $ 1,231 $ 285 Accrued expenses/liabilities (2,512 ) 16,470 1,173 Depreciation and amortization 101 (10,571 ) 1,286 Valuation allowance 1,558 (1,441 ) 901 Deferred statutory income 6 2,479 (1,394 ) Other (49 ) (260 ) 88 $ (1,509 ) $ 7,908 $ 2,339 Years Ended December 31, 2018 2017 2016 Tax at U.S. federal statutory tax rate $ 11,953 $ 28,457 $ 31,109 State income taxes, net of federal tax benefit (31 ) 594 1,432 Foreign rate differential (4,620 ) (14,736 ) (15,837 ) Tax holidays (4,050 ) (2,951 ) (3,314 ) Permanent differences 12,150 8,749 12,768 Tax credits (8,979 ) (5,102 ) (4,396 ) Foreign withholding and other taxes (840 ) 2,661 2,667 Valuation allowance 1,549 (1,689 ) 994 Uncertain tax positions 771 (1,812 ) 398 Statutory tax rate changes 96 2,536 242 2017 Tax Reform Act (217 ) 32,705 — Other 209 (321 ) 431 Total provision for income taxes $ 7,991 $ 49,091 $ 26,494 Withholding taxes on offshore cash movements assessed by certain foreign governments of $2.0 million, $1.7 million and $2.0 million were included in the provision for income taxes in the accompanying Consolidated Statements of Operations for the years ended December 31, 2018, 2017 and 2016, respectively. On December 22, 2017, the 2017 Tax Reform Act was signed into law making significant changes to the Internal Revenue Code. Changes included, but are not limited to, a federal corporate tax rate decrease from 35% to 21% for tax years beginning after December 31, 2017, the transition of U.S. international taxation from a worldwide tax system to a participation exemption regime The Company provides U.S. income taxes on the earnings of foreign subsidiaries unless they are exempted from taxation as a result of the new territorial tax system. No additional income taxes have been provided for any remaining outside basis difference inherent in these entities as these amounts continue to be indefinitely reinvested in foreign operations. Determining the amount of unrecognized deferred tax liability related to any remaining outside basis difference in these entities is not practicable due to the inherent complexity of the multi-national tax environment in which the Company operates. On December 22, 2017, the SEC issued SAB 118 to address the application of U.S. GAAP in situations when a registrant does not have the necessary information available, prepared, or analyzed (including computations) in reasonable detail to complete the accounting for certain income tax effects of the 2017 Tax Reform Act. In accordance with SAB 118, we have determined that the deferred tax benefit recorded in connection with the remeasurement of certain deferred tax assets and liabilities and the current tax expense recorded in connection with the transition tax on the mandatory deemed repatriation of foreign earnings was a provisional amount and a reasonable estimate at December 31, 2017. Final computations were completed during the fourth quarter of 2018, resulting in the $0.2 million decrease to the provisional amount discussed above. The 2017 Tax Reform Act instituted a number of new provisions effective January 1, 2018, including GILTI, Foreign Derived Intangible Income (“FDII”) and Base Erosion and Anti-Abuse Tax (“BEAT”). Based on the guidance, interpretations, and data available as of December 31, 2018, the Company has determined the impact of these measures is immaterial to its tax provision in 2018. The Company has been granted tax holidays in the Philippines, Colombia, Costa Rica and El Salvador. The tax holidays have various expiration dates ranging from 2019 through 2028. In some cases, the tax holidays expire without possibility of renewal. In other cases, the Company expects to renew these tax holidays, but there are no assurances from the respective foreign governments that they will renew them. This could potentially result in future adverse tax consequences in the local jurisdiction, the impact of which is not practicable to estimate due to the inherent complexity of estimating critical variables such as long-term future profitability, tax regulations and rates in the multi-national tax environment in which the Company operates. The Company’s tax holidays decreased the provision for income taxes by $4.1 million ($0.10 per diluted share), $3.0 million ($0.07 per diluted share) and $3.3 million ($0.08 per diluted share) for the years ended December 31, 2018, 2017 and 2016, respectively. Deferred income taxes reflect the net tax effects of temporary differences between the carrying amount of assets and liabilities for financial reporting purposes and the amounts used for income taxes. The temporary differences that give rise to significant portions of the deferred tax assets and liabilities are presented below (in thousands): December 31, 2018 2017 Deferred tax assets: Net operating loss and tax credit carryforwards $ 34,565 $ 33,803 Valuation allowance (32,299 ) (32,443 ) Accrued expenses 9,500 9,938 Deferred revenue and customer liabilities 4,138 4,544 Depreciation and amortization 1,693 1,628 Other 413 229 18,010 17,699 Deferred tax liabilities: Depreciation and amortization (13,199 ) (12,999 ) Deferred statutory income (838 ) (938 ) Accrued liabilities (1,779 ) (2,849 ) Other (253 ) (258 ) (16,069 ) (17,044 ) Net deferred tax assets $ 1,941 $ 655 December 31, 2018 2017 Classified as follows: Deferred charges and other assets (Note 14) $ 5,797 $ 6,657 Other long-term liabilities (3,856 ) (6,002 ) Net deferred tax assets $ 1,941 $ 655 There are approximately $154.2 million of income tax loss carryforwards as of December 31, 2018, with varying expiration dates, approximately $123.8 million relating to foreign operations and $30.4 million relating to U.S. state operations. With respect to foreign operations, $93.9 million of the net operating loss carryforwards have an indefinite expiration date and the remaining $22.7 million net operating loss carryforwards have varying expiration dates through December 2039. Regarding the foreign and U.S. state aforementioned tax loss carryforwards, no benefit has been recognized for $116.6 million and $24.0 million, respectively, as the Company does not anticipate that the losses will more likely than not be fully utilized. The Company has accrued $2.7 million and $1.3 million as of December 31, 2018 and 2017, respectively, excluding penalties and interest, for the liability for unrecognized tax benefits. The $2.7 million and $1.3 million of the unrecognized tax benefits at December 31, 2018 and 2017, respectively, were recorded in “Long-term income tax liabilities” in the accompanying Consolidated Balance Sheets. Had the Company recognized these tax benefits, approximately $2.7 million and $1.3 million, and the related interest and penalties, would have favorably impacted the effective tax rate in 2018 and 2017, respectively. The Company does not anticipate that any of the unrecognized tax benefits will be recognized in the next twelve months. The Company recognizes interest and penalties related to unrecognized tax benefits in the provision for income taxes. The Company had $0.6 million and $1.3 million accrued for interest and penalties as of December 31, 2018 and 2017, respectively. Of the accrued interest and penalties at December 31, 2018 and 2017, $0.4 million and $0.8 million, respectively, relate to statutory penalties. The amount of interest and penalties, net, included in the provision for income taxes in the accompanying Consolidated Statements of Operations for the years ended December 31, 2018, 2017 and 2016 was $0.7 million, $(9.5) million and $0.4 million, respectively. The tabular reconciliation of the amounts of unrecognized net tax benefits is presented below (in thousands): Years Ended December 31, 2018 2017 2016 Balance at the beginning of the period $ 1,342 $ 8,531 $ 8,116 Current period tax position increases 2,950 — — Decreases from settlements with tax authorities (191 ) (10,865 ) — Decreases due to lapse in applicable statute of limitations (1,310 ) (466 ) — Foreign currency translation increases (decreases) (71 ) 4,142 415 Balance at the end of the period $ 2,720 $ 1,342 $ 8,531 The Company received assessments for the Canadian 2003-2009 audit. Requests for Competent Authority Assistance were filed with both the Canadian Revenue Agency and the U.S. Internal Revenue Service and the Company paid mandatory security deposits to Canada as part of this process. As of June 30, 2017, the Company determined that all material aspects of the Canadian audit were effectively settled pursuant to ASC 740. As a result, the Company recognized an income tax benefit of $1.2 million, net of the U.S. tax impact, at that time and the deposits were applied against the anticipated liability. During the year ended December 31, 2018, the Company finalized procedures ancillary to the Canadian audit and recognized an additional $2.8 million income tax benefit due to the elimination of certain assessed penalties, interest and withholding taxes. With the effective settlement of the Canadian audit, the Company has no significant tax jurisdictions under audit; however, the Company is currently under audit in several tax jurisdictions. The Company believes it is adequately reserved for the remaining audits and their resolution is not expected to have a material impact on its financial conditions and results of operations. The Company and its subsidiaries file federal, state and local income tax returns as required in the U.S. and in various foreign tax jurisdictions. The major tax jurisdictions and tax years that are open and subject to examination by the respective tax authorities as of December 31, 2018 are tax years 2015 through 2018 for the U.S. |
Earnings Per Share
Earnings Per Share | 12 Months Ended |
Dec. 31, 2018 | |
Earnings Per Share [Abstract] | |
Earnings Per Share | Note 21. Earnings Per Share Basic earnings per share are based on the weighted average number of common shares outstanding during the periods. Diluted earnings per share includes the weighted average number of common shares outstanding during the respective periods and the further dilutive effect, if any, from stock appreciation rights, restricted stock, restricted stock units and shares held in rabbi trust using the treasury stock method. The numbers of shares used in the earnings per share computation are as follows (in thousands): Years Ended December 31, 2018 2017 2016 Basic: Weighted average common shares outstanding 42,090 41,822 41,847 Diluted: Dilutive effect of stock appreciation rights, restricted stock, restricted stock units and shares held in rabbi trust 156 319 392 Total weighted average diluted shares outstanding 42,246 42,141 42,239 Anti-dilutive shares excluded from the diluted earnings per share calculation 44 46 20 On August 18, 2011, the Company’s Board of Directors (the “Board”) authorized the Company to purchase up to 5.0 million shares of its outstanding common stock (the “2011 Share Repurchase Program”). On March 16, 2016, the Board authorized an increase of 5.0 million shares to the 2011 Share Repurchase Program for a total of 10.0 million shares. A total of 5.3 million shares have been repurchased under the 2011 Share Repurchase Program since inception. The shares are purchased, from time to time, through open market purchases or in negotiated private transactions, and the purchases are based on factors, including but not limited to, the stock price, management discretion and general market conditions. The 2011 Share Repurchase Program has no expiration date. The shares repurchased under the Company’s share repurchase programs were as follows (none in 2018 and 2017) (in thousands, except per share amounts): Total Number of Shares Range of Prices Paid Per Share Total Cost of Shares For the Year Ended Repurchased Low High Repurchased December 31, 2016 390 $ 27.81 $ 30.00 $ 11,144 |
Commitments and Loss Contingenc
Commitments and Loss Contingency | 12 Months Ended |
Dec. 31, 2018 | |
Commitments And Contingencies Disclosure [Abstract] | |
Commitments and Loss Contingency | Note 22. Commitments and Loss Contingency Lease and Purchase Commitments The Company leases certain equipment and buildings under operating leases, which expire at various dates through 2035, many with options to cancel at varying points during the lease. Fair value renewal and escalation clauses exist for many of the operating leases. Rental expense, primarily included in “General and administrative” in the accompanying Consolidated Statements of Operations, under operating leases was as follows (in thousands): Years Ended December 31, 2018 2017 2016 Rental expense $ 67,980 $ 59,906 $ 55,584 The following is a schedule of future minimum rental payments required under operating leases that have noncancelable lease terms as of December 31, 2018 (in thousands): Amount 2019 $ 53,071 2020 48,770 2021 43,324 2022 34,063 2023 22,583 2024 and thereafter 51,456 $ 253,267 The Company enters into agreements with third-party vendors in the ordinary course of business whereby the Company commits to purchase goods and services used in its normal operations. These agreements generally are not cancelable, range from one to five-year periods and may contain fixed or minimum annual commitments. Certain of these agreements allow for renegotiation of the minimum annual commitments based on certain conditions. The following is a schedule of future minimum purchases remaining under the agreements as of December 31, 2018 (in thousands): Amount 2019 $ 61,281 2020 16,308 2021 2,216 2022 1,021 2023 525 2024 and thereafter — $ 81,351 Indemnities, Commitments and Guarantees From time to time, during the normal course of business, the Company may make certain indemnities, commitments and guarantees under which it may be required to make payments in relation to certain transactions. These include but are not limited to: (i) indemnities to clients, vendors and service providers pertaining to claims based on negligence or willful misconduct of the Company and (ii) indemnities involving breach of contract, the accuracy of representations and warranties of the Company, or other liabilities assumed by the Company in certain contracts. In addition, the Company has agreements whereby it will indemnify certain officers and directors for certain events or occurrences while the officer or director is, or was, serving at the Company’s request in such capacity. The indemnification period covers all pertinent events and occurrences during the officer’s or director’s lifetime. The maximum potential amount of future payments the Company could be required to make under these indemnification agreements is unlimited; however, the Company has director and officer insurance coverage that limits its exposure and enables it to recover a portion of any future amounts paid. The Company believes the applicable insurance coverage is generally adequate to cover any estimated potential liability under these indemnification agreements. The majority of these indemnities, commitments and guarantees do not provide for any limitation of the maximum potential for future payments the Company could be obligated to make. The Company has not recorded any liability for these indemnities, commitments and guarantees in the accompanying Consolidated Balance Sheets. In addition, the Company has some client contracts that do not contain contractual provisions for the limitation of liability, and other client contracts that contain agreed upon exceptions to limitation of liability. The Company has not recorded any liability in the accompanying Consolidated Balance Sheets with respect to any client contracts under which the Company has or may have unlimited liability. Loss Contingency Contingencies are recorded in the consolidated financial statements when it is probable that a liability will be incurred, and the amount of the loss is reasonably estimable, or otherwise disclosed, in accordance with ASC 450, Contingencies (“ASC 450”). Significant judgment is required in both the determination of probability and the determination as to whether a loss is reasonably estimable. In the event the Company determines that a loss is not probable, but is reasonably possible, and it becomes possible to develop what the Company believes to be a reasonable range of possible loss, then the Company will include disclosures related to such matter as appropriate and in compliance with ASC 450. The Company received a state audit assessment and is currently rebutting the position. The Company has determined that the likelihood of a liability is reasonably possible and developed a range of possible loss up to $1.2 million, net of federal benefit. The Company, from time to time, is involved in legal actions arising in the ordinary course of business. On August 24, 2017, a collective action lawsuit was filed against the Company in the United States District Court for the District of Colorado (the “Court”), Slaughter v. Sykes Enterprises, Inc., Case No. 17 Civ. 2038. The lawsuit claimed that the Company failed to pay certain employees overtime compensation for the hours they worked over forty in a workweek, as required by the Fair Labor Standards Act. On October 17, 2018, the parties entered into a verbal agreement to fully resolve all claims and the fees for the plaintiffs’ attorneys for a total payment of $1.2 million. The settlement agreement was approved by the Court and a charge of $1.2 million was included in “General and administrative” in the accompanying Consolidated Statement of Operations for the year ended December 31, 2018. The settlement of $1.2 million was paid on December 31, 2018. With respect to any such other currently pending matters, management believes that the Company has adequate legal defenses and/or, when possible and appropriate, has provided adequate accruals related to those matters such that the ultimate outcome will not have a material adverse effect on the Company’s financial position, results of operations or cash flows. |
Defined Benefit Pension Plan an
Defined Benefit Pension Plan and Postretirement Benefits | 12 Months Ended |
Dec. 31, 2018 | |
Compensation And Retirement Disclosure [Abstract] | |
Defined Benefit Pension Plan and Postretirement Benefits | Note 23. Defined Benefit Pension Plan and Postretirement Benefits Defined Benefit Pension Plans The Company sponsors non-contributory defined benefit pension plans (the “Pension Plans”) for its covered employees in the Philippines. The Pension Plans provide defined benefits based on years of service and final salary. All permanent employees meeting the minimum service requirement are eligible to participate in the Pension Plans. As of December 31, 2018, the Pension Plans were unfunded. The Company expects to make no cash contributions to its Pension Plans during 2019. The following table provides a reconciliation of the change in the benefit obligation for the Pension Plans and the net amount recognized, included in “Other long-term liabilities,” in the accompanying Consolidated Balance Sheets (in thousands): December 31, 2018 2017 Balance at the beginning of the period $ 3,642 $ 3,551 Service cost 448 443 Interest cost 196 194 Actuarial (gains) losses (783 ) (521 ) Benefits paid (32 ) (3 ) Effect of foreign currency translation (189 ) (22 ) Balance at the end of the period $ 3,282 $ 3,642 Unfunded status (3,282 ) (3,642 ) Net amount recognized $ (3,282 ) $ (3,642 ) The actuarial assumptions used to determine the benefit obligations and net periodic benefit cost for the Pension Plans were as follows: Years Ended December 31, 2018 2017 2016 Discount rate 7.4-7.5% 5.5-5.6% 5.5-5.6% Rate of compensation increase 2.0 % 2.0 % 2.0 % The Company evaluates these assumptions on a periodic basis taking into consideration current market conditions and historical market data. The discount rate is used to calculate expected future cash flows at a present value on the measurement date, which is December 31. This rate represents the market rate for high-quality fixed income investments. A lower discount rate would increase the present value of benefit obligations. Other assumptions include demographic factors such as retirement, mortality and turnover. The following table provides information about the net periodic benefit cost and other accumulated comprehensive income for the Pension Plans (in thousands): Years Ended December 31, 2018 2017 2016 Service cost $ 448 $ 443 $ 443 Interest cost 196 194 165 Recognized actuarial (gains) (58 ) (43 ) (40 ) Net periodic benefit cost 586 594 568 Unrealized net actuarial (gains), net of tax (2,256 ) (1,574 ) (1,126 ) Total amount recognized in net periodic benefit cost and accumulated other comprehensive income (loss) $ (1,670 ) $ (980 ) $ (558 ) The Company’s service cost for its qualified pension plans was included in “Direct salaries and related costs” and “General and administrative” costs in its Consolidated Statements of Operations for the years ended December 31, 2018, 2017 and 2016. The remaining components of net periodic benefit cost were included in “Other income (expense), net” in the Company’s Consolidated Statements of Operations for the years ended December 31, 2018, 2017 and 2016. See Note 1, Overview and Summary of Significant Accounting Policies, for further information related to the adoption of ASU 2016-18. The estimated future benefit payments, which reflect expected future service, as appropriate, are as follows (in thousands): Years Ending December 31, Amount 2019 $ 331 2020 109 2021 108 2022 94 2023 130 2024 - 2028 1,035 The Company expects to recognize $0.1 million of net actuarial gains as a component of net periodic benefit cost in 2019. Employee Retirement Savings Plans The Company maintains a 401(k) plan covering defined employees who meet established eligibility requirements. Under the plan provisions, the Company matches 50% of participant contributions to a maximum matching amount of 2% of participant compensation. The Company’s contributions included in the accompanying Consolidated Statements of Operations were as follows (in thousands): Years Ended December 31, 2018 2017 2016 401(k) plan contributions $ 1,612 $ 1,502 $ 969 Split-Dollar Life Insurance Arrangement In 1996, the Company entered into a split-dollar life insurance arrangement to benefit the former Chairman and Chief Executive Officer of the Company. Under the terms of the arrangement, the Company retained a collateral interest in the policy to the extent of the premiums paid by the Company. The postretirement benefit obligation included in “Other long-term liabilities” and the unrealized gains (losses) included in “Accumulated other comprehensive income” in the accompanying Consolidated Balance Sheets were as follows (in thousands): December 31, 2018 2017 Postretirement benefit obligation $ 12 $ 15 Unrealized gains (losses) in AOCI (1) 40 120 (1) Post-Retirement Defined Contribution Healthcare Plan On January 1, 2005, the Company established a Post-Retirement Defined Contribution Healthcare Plan for eligible employees meeting certain service and age requirements. The plan is fully funded by the participants and accordingly, the Company does not recognize expense relating to the plan. |
Stock-Based Compensation
Stock-Based Compensation | 12 Months Ended |
Dec. 31, 2018 | |
Disclosure Of Compensation Related Costs Sharebased Payments [Abstract] | |
Stock-Based Compensation | Note 24. Stock-Based Compensation The Company’s stock-based compensation plans include the 2011 Equity Incentive Plan, the Non-Employee Director Fee Plan and the Deferred Compensation Plan. The following table summarizes the stock-based compensation expense (primarily in the Americas), income tax benefits related to the stock-based compensation and excess tax benefits for all grants of stock-based compensation, both plan related and non-plan related (in thousands): Years Ended December 31, 2018 2017 2016 Stock-based compensation (expense) (1) $ (7,543 ) $ (7,621 ) $ (10,779 ) Income tax benefit (2) 1,810 2,858 4,150 Excess tax benefit from stock-based compensation (3) — — 2,098 (1) Included in "General and administrative" costs in the accompanying Consolidated Statements of Operations. (2) Included in "Income taxes" in the accompanying Consolidated Statements of Operations. (3) Included in "Additional paid-in capital" in the accompanying Consolidated Statements of Changes in Shareholders' Equity. There were no capitalized stock-based compensation costs as of December 31, 2018, 2017 and 2016. Beginning January 1, 2017, as a result of the adoption of ASU 2016-09, Compensation – Stock Compensation (Topic 718) – Improvements to Employee Share-Based Payment Accounting 2011 — The Company’s Board adopted the Sykes Enterprises, Incorporated 2011 Equity Incentive Plan (the "2011 Plan”) on March 23, 2011, as amended on May 11, 2011 to reduce the number of shares of common stock available to 4.0 million shares. The 2011 Plan was approved by the shareholders at the May 2011 annual shareholders meeting. The 2011 Plan replaced and superseded the Company’s 2001 Equity Incentive Plan (the “2001 Plan”), which expired on March 14, 2011. The outstanding awards granted under the 2001 Plan will remain in effect until their exercise, expiration or termination. The 2011 Plan permits the grant of restricted stock, stock appreciation rights, stock options and other stock-based awards to certain employees of the Company, members of the Company’s Board of Directors and certain non-employees who provide services to the Company in order to encourage them to remain in the employment of, or to faithfully provide services to, the Company and to increase their interest in the Company’s success. Stock Appreciation Rights The Board, at the recommendation of the Compensation and Human Resources Development Committee (the “Compensation Committee”), has approved in the past, and may approve in the future, awards of stock-settled stock appreciation rights (“SARs”) for eligible participants. SARs represent the right to receive, without payment to the Company, a certain number of shares of common stock, as determined by the Compensation Committee, equal to the amount by which the fair market value of a share of common stock at the time of exercise exceeds the grant price. The SARs are granted at the fair market value of the Company’s common stock on the date of the grant and vest one-third on March 15 th All currently outstanding SARs are exercisable within three months after the death, disability, retirement or termination of the participant’s employment with the Company, if and to the extent the SARs were exercisable immediately prior to such termination. If the participant’s employment is terminated for cause, or the participant terminates his or her own employment with the Company, any portion of the SARs not yet exercised (whether or not vested) terminates immediately on the date of termination of employment. The fair value of each SAR is estimated on the date of grant using the Black-Scholes valuation model that uses various assumptions. The fair value of the SARs is expensed on a straight-line basis over the requisite service period. Expected volatility is based on the historical volatility of the Company’s stock. The risk-free rate for periods within the contractual life of the award is based on the yield curve of a zero-coupon U.S. Treasury bond on the date the award is granted with a maturity equal to the expected term of the award. Exercises and forfeitures are estimated within the valuation model using employee termination and other historical data. The expected term of the SARs granted represents the period of time the SARs are expected to be outstanding. The following table summarizes the assumptions used to estimate the fair value of SARs granted: Years Ended December 31, 2018 2017 2016 Expected volatility 21.4 % 19.3 % 25.3 % Weighted-average volatility 21.4 % 19.3 % 25.3 % Expected dividend rate 0.0 % 0.0 % 0.0 % Expected term (in years) 5.0 5.0 5.0 Risk-free rate 2.5 % 1.9 % 1.5 % The following table summarizes SARs activity as of December 31, 2018 and for the year then ended: Stock Appreciation Rights Shares (000s) Weighted Average Exercise Price Weighted Average Remaining Contractual Term (in years) Aggregate Intrinsic Value (000s) Balance at the beginning of the period 734 $ — Granted 333 $ — Exercised (62 ) $ — Forfeited or expired (43 ) $ — Balance at the end of the period 962 $ — 8.1 $ 167 Vested or expected to vest at the end of the period 962 $ — 8.1 $ 167 Exercisable at the end of the period 344 $ — 7.0 $ 167 The following table summarizes information regarding SARs granted and exercised (in thousands, except per SAR amounts): Years Ended December 31, 2018 2017 2016 Number of SARs granted 333 396 323 Weighted average grant-date fair value per SAR $ 6.84 $ 6.24 $ 7.68 Intrinsic value of SARs exercised $ 320 $ 1,763 $ 1,691 Fair value of SARs vested $ 1,950 $ 1,846 $ 1,520 The following table summarizes nonvested SARs activity as of December 31, 2018 and for the year then ended: Nonvested Stock Appreciation Rights Shares (000s) Weighted Average Grant-Date Fair Value Balance at the beginning of the period 600 $ 6.88 Granted 333 $ 6.84 Vested (272 ) $ 7.16 Forfeited or expired (43 ) $ 6.75 Balance at the end of the period 618 $ 6.74 As of December 31, 2018, there was $2.6 million of total unrecognized compensation cost, net of actual forfeitures, related to nonvested SARs granted under the 2011 Plan. This cost is expected to be recognized over a weighted average period of 1.8 years. Restricted Shares – The Board, at the recommendation of the Compensation Committee, has approved in the past, and may approve in the future, awards of performance and employment-based restricted shares (“restricted shares”) for eligible participants. In some instances, where the issuance of restricted shares has adverse tax consequences to the recipient, the Board may instead issue RSUs. The restricted shares are shares of the Company’s common stock (or in the case of RSUs, represent an equivalent number of shares of the Company’s common stock) which are issued to the participant subject to (a) restrictions on transfer for a period of time and (b) forfeiture under certain conditions. The performance goals, including revenue growth and income from operations targets, provide a range of vesting possibilities from 0% to 100% and will be measured at the end of the performance period. If the performance conditions are met for the performance period, the shares will vest and all restrictions on the transfer of the restricted shares will lapse (or in the case of RSUs, an equivalent number of shares of the Company’s common stock will be issued to the recipient). The Company recognizes compensation cost, net of actual forfeitures, based on the fair value (which approximates the current market price) of the restricted shares (and RSUs) on the date of grant ratably over the requisite service period based on the probability of achieving the performance goals. Changes in the probability of achieving the performance goals from period to period will result in corresponding changes in compensation expense. The employment-based restricted shares currently outstanding vest one-third on March 15 th If the participant’s employment with the Company is terminated for any reason, either by the Company or participant, prior to the date on which the restricted shares have vested and the restrictions have lapsed with respect to such vested shares, any restricted shares remaining subject to the restrictions (together with any dividends paid thereon) will be forfeited, unless there has been a change in control prior to such date. The following table summarizes nonvested restricted shares/RSUs activity as of December 31, 2018 and for the year then ended: Nonvested Restricted Shares and RSUs Shares (000s) Weighted Average Grant-Date Fair Value Balance at the beginning of the period 1,109 $ 28.50 Granted 492 $ 28.16 Vested (323 ) $ 25.78 Forfeited or expired (134 ) $ 28.23 Balance at the end of the period 1,144 $ 29.15 The following table summarizes information regarding restricted shares/RSUs granted and vested (in thousands, except per restricted share/RSU amounts): Years Ended December 31, 2018 2017 2016 Number of restricted shares/RSUs granted 492 480 451 Weighted average grant-date fair value per restricted share/RSU $ 28.16 $ 29.42 $ 30.32 Fair value of restricted shares/RSUs vested $ 8,342 $ 6,868 $ 6,785 As of December 31, 2018, based on the probability of achieving the performance goals, there was $6.8 million of total unrecognized compensation cost, net of actual forfeitures, related to nonvested restricted shares/RSUs granted under the 2011 Plan. This cost is expected to be recognized over a weighted average period of 1.4 Non-Employee Director Fee Plan — The Company’s 2004 Non-Employee Director Fee Plan (the “2004 Fee Plan”), as amended on May 17, 2012, expired in May 2014, prior to the 2014 annual shareholders’ meeting. In March 2014, upon the recommendation of the Compensation Committee, the Board determined that, following the expiration of the 2004 Fee Plan, the compensation of non-employee directors should continue on the same terms as provided in the May 2012 amendment, except the amounts of cash and equity grants would be determined annually by the Board, and that the stock portion of such compensation would be issued under the 2011 Plan All new non-employee directors joining the Board receive an initial grant of shares of common stock on the date the new director is elected or appointed, the number of which is determined by dividing $60,000 by the closing price of the Company’s common stock on the trading day immediately preceding the date a new director is elected or appointed, rounded to the nearest whole number of shares. The initial grant of shares vests in twelve equal quarterly installments, one-twelfth on the date of grant and an additional one-twelfth on each successive third monthly anniversary of the date of grant. The award lapses with respect to all unvested shares in the event the non-employee director ceases to be a director of the Company, and any unvested shares are forfeited. Each non-employee director receives, on the day after the annual shareholders meeting, an annual retainer for service as a non-employee director (the “Annual Retainer”). Beginning in 2015, the total value of the Annual Retainer was $155,000, of which $55,000 was payable in cash, and the remainder paid in stock, the amount of which was determined by dividing $100,000 by the closing price of the Company’s common stock on the date of the annual shareholders’ meeting. At the Board’s regularly scheduled meeting on December 6, 2016, upon the recommendation of the Compensation Committee, the Board determined that the amount of the cash compensation payable to non-employee directors beginning on the date of the 2017 annual shareholders’ meeting would be increased by $15,000 per year to a total of $70,000. Accordingly, the annual cash and equity compensation for non-employee directors is currently $170,000, of which $70,000 is payable in cash, and the remainder is paid in stock. The annual grant of cash vests in four equal quarterly installments, one-fourth on the day following the annual meeting of shareholders, and an additional one-fourth on each successive third monthly anniversary of the date of grant. The annual grant of shares paid to non-employee directors vests in four equal quarterly installments, one-fourth on the date of grant and an additional one-fourth on each successive third monthly anniversary of the date of grant). The award lapses with respect to all unpaid cash and unvested shares in the event the non-employee director ceases to be a director of the Company, and any unvested shares and unpaid cash are forfeited. In addition to the Annual Retainer, any non-employee Chairman of the Board receives an additional annual cash award of $100,000, and each non-employee director serving on a committee of the Board receives an additional annual cash award. The additional annual cash award for the Chairperson of the Audit Committee is $20,000 and Audit Committee members are entitled to an annual cash award of $10,000. The annual cash awards for the Chairpersons of the Compensation Committee, Finance Committee and Nominating and Corporate Governance Committee are $15,000, $12,500 and $12,500, respectively, and all other members of such committees are entitled to an annual cash award of $7,500. The Board may pay additional cash compensation to any non-employee director for services on behalf of the Board over and above those typically expected of directors, including but not limited to service on a special committee of the Board. The following table summarizes nonvested common stock share award activity as of December 31, 2018 and for the year then ended: Nonvested Common Stock Share Awards Shares (000s) Weighted Average Grant-Date Fair Value Balance at the beginning of the period 8 $ 32.21 Granted 34 $ 27.68 Vested (31 ) $ 28.80 Forfeited or expired (2 ) $ 27.68 Balance at the end of the period 9 $ 27.72 The following table summarizes information regarding common stock share awards granted and vested (in thousands, except per share award amounts): Years Ended December 31, 2018 2017 2016 Number of share awards granted 34 24 32 Weighted average grant-date fair value per share award $ 27.68 $ 32.93 $ 29.04 Fair value of share awards vested $ 880 $ 850 $ 850 As of December 31, 2018, there was $0.2 million of total unrecognized compensation costs, net of actual forfeitures, related to nonvested common stock share awards granted. This cost is expected to be recognized over a weighted average period of 0.7 years. Deferred Compensation Plan — The Company’s non-qualified Deferred Compensation Plan (the “Deferred Compensation Plan”), which is not shareholder-approved, was adopted by the Board effective December 17, 1998. It was last amended and restated on August 15, 2017, effective January 1, 2018. Eligibility is limited to a select group of key management and employees who are expected to receive an annualized base salary (which will not take into account bonuses or commissions) that exceeds the amount taken into account for purposes of determining highly compensated employees under Section 414(q) of the Internal Revenue Code of 1986 based on the current year’s base salary and applicable dollar amounts. The Deferred Compensation Plan provides participants with the ability to defer between 1% and 80% of their compensation (between 1% and 100% prior to June 30, 2016, the effective date of the first amendment) until the participant’s retirement, termination, disability or death, or a change in control of the Company. Using the Company’s common stock, the Company matches 50% of the amounts deferred by participants on a quarterly basis up to a total of $12,000 per year for the president, chief executive officer and executive vice presidents, $7,500 per year for senior vice presidents, global vice presidents and vice presidents, and, effective January 1, 2017, $5,000 per year for all other participants (there was no match for other participants prior to January 1, 2017, the effective date of the second amendment). Matching contributions and the associated earnings vest over a seven-year service period. Vesting will be accelerated in the event of the participant’s death or disability, a change in control or retirement. In the event of a distribution of benefits resulting from a change in control of the Company, the Company will increase the benefit by an amount sufficient to offset the income tax obligations created by the distribution of benefits. Deferred compensation amounts used to pay benefits, which are held in a rabbi trust, include investments in various mutual funds and shares of the Company’s common stock (see Note 11, Investments Held in Rabbi Trust). As of December 31, 2018 and 2017, liabilities of $11.4 million and $11.6 million, respectively, of the Deferred Compensation Plan were recorded in “Accrued employee compensation and benefits” in the accompanying Consolidated Balance Sheets. Additionally, the Company’s common stock match associated with the Deferred Compensation Plan, with a carrying value of approximately $2.4 million and $2.1 million at December 31, 2018 and 2017, respectively, is included in “Treasury stock” in the accompanying Consolidated Balance Sheets. The following table summarizes nonvested common stock activity as of December 31, 2018 and for the year then ended: Nonvested Common Stock Shares (000s) Weighted Average Grant-Date Fair Value Balance at the beginning of the period 3 $ 29.56 Granted 16 $ 28.48 Vested (11 ) $ 28.41 Forfeited or expired — $ — Balance at the end of the period 8 $ 29.01 The following table summarizes information regarding shares of common stock granted and vested (in thousands, except per common stock amounts): Years Ended December 31, 2018 2017 2016 Number of shares of common stock granted 16 13 8 Weighted average grant-date fair value per common stock $ 28.48 $ 30.49 $ 29.36 Fair value of common stock vested $ 315 $ 334 $ 255 Cash used to settle the obligation $ 804 $ 1,134 $ 396 As of December 31, 2018, there was $0.2 million of total unrecognized compensation cost, net of actual forfeitures, related to nonvested common stock granted under the Deferred Compensation Plan. This cost is expected to be recognized over a weighted average period of 4.5 years. Acquisition-Related Restricted Shares – In conjunction with the Company’s acquisition of Symphony on November 1, 2018, the Company granted RSUs to certain of Symphony’s owners. These RSUs were issued from the Company’s pool of authorized but unissued common stock. See Note 3, Acquisitions, for further information. The Company recognizes compensation cost, net of actual forfeitures, based on the fair value (which approximates the current market price) of the RSUs on the date of grant ratably over the requisite service period. The RSUs vest one-half on and after each of May 1, 2020 and November 1, 2021, provided the participant is employed by the Company on such date. In the event of a change in control prior to the date the RSUs vest, all of the RSUs will vest and the restrictions on transfer will lapse with respect to such vested shares on the date of the change in control, provided that participant is employed by the Company on the date of the change in control. If the participant’s employment with the Company is terminated for any reason, either by the Company or participant, prior to the date on which the RSUs have vested and the restrictions have lapsed with respect to such vested shares, any RSUs remaining subject to the restrictions (together with any dividends paid thereon) will be forfeited, unless there has been a change in control prior to such date. The following table summarizes nonvested acquisition-related RSUs activity as of December 31, 2018 and for the year then ended: Nonvested Restricted Shares and RSUs Shares (000s) Weighted Average Grant-Date Fair Value Balance at the beginning of the period — $ — Granted 124 $ 30.67 Vested — $ — Forfeited or expired — $ — Balance at the end of the period 124 $ 30.67 The following table summarizes information regarding acquisition-related RSUs granted and vested (in thousands, except per restricted share/RSU amounts): Year Ended December 31, 2018 Number of restricted shares/RSUs granted 124 Weighted average grant-date fair value per restricted share/RSU $ 30.67 Fair value of restricted shares/RSUs vested $ — As of December 31, 2018, there was $3.6 million of total unrecognized compensation cost, net of actual forfeitures, related to nonvested acquisition-related RSUs. This cost is expected to be recognized over a weighted average period of 2.8 |
Segments and Geographic Informa
Segments and Geographic Information | 12 Months Ended |
Dec. 31, 2018 | |
Segment Reporting [Abstract] | |
Segments and Geographic Information | Note 25. Segments and Geographic Information The Company operates within two regions, the Americas and EMEA. Each region represents a reportable segment comprised of aggregated regional operating segments, which portray similar economic characteristics. The Company aligns its business into two segments to effectively manage the business and support the customer care needs of every client and to respond to the demands of the Company’s global customers. The reportable segments consist of (1) the Americas, which includes the United States, Canada, Latin America, Australia and the Asia Pacific Rim, and provides outsourced customer engagement solutions (with an emphasis on inbound multichannel demand generation, customer service and technical support) and technical staffing, and (2) EMEA, which includes Europe, the Middle East and Africa, and provides outsourced customer engagement solutions (with an emphasis on technical support and customer service) and fulfillment services. The Company also provides a suite of solutions such as RPA consulting, implementation, hosting and managed services that optimizes its differentiated full lifecycle management services platform. The sites within Latin America, Australia and the Asia Pacific Rim are included in the Americas segment given the nature of the business and client profile, which is primarily made up of U.S.-based companies that are using the Company’s services in these locations to support their customer engagement needs. Information about the Company’s reportable segments is as follows (in thousands): Americas EMEA Other (1) Consolidated Year Ended December 31, 2018: Revenues $ 1,330,638 $ 294,954 $ 95 $ 1,625,687 Percentage of revenues 81.9 % 18.1 % 0.0 % 100.0 % Depreciation, net $ 48,378 $ 5,952 $ 3,020 $ 57,350 Amortization of intangibles $ 14,287 $ 1,255 $ — $ 15,542 Income (loss) from operations $ 108,021 $ 16,507 $ (61,326 ) $ 63,202 Total other income (expense), net (6,285 ) (6,285 ) Income taxes (7,991 ) (7,991 ) Net income $ 48,926 Year Ended December 31, 2017: Revenues $ 1,325,643 $ 260,283 $ 82 $ 1,586,008 Percentage of revenues 83.6 % 16.4 % 0.0 % 100.0 % Depreciation, net $ 47,730 $ 5,211 $ 3,031 $ 55,972 Amortization of intangibles $ 20,144 $ 938 $ — $ 21,082 Income (loss) from operations $ 136,386 $ 16,067 $ (65,411 ) $ 87,042 Total other income (expense), net (5,735 ) (5,735 ) Income taxes (49,091 ) (49,091 ) Net income $ 32,216 Year Ended December 31, 2016: Revenues $ 1,220,818 $ 239,089 $ 130 $ 1,460,037 Percentage of revenues 83.6 % 16.4 % 0.0 % 100.0 % Depreciation, net $ 42,436 $ 4,532 $ 2,045 $ 49,013 Amortization of intangibles $ 18,329 $ 1,048 $ — $ 19,377 Income (loss) from operations $ 140,256 $ 18,380 $ (66,263 ) $ 92,373 Total other income (expense), net (3,489 ) (3,489 ) Income taxes (26,494 ) (26,494 ) Net income $ 62,390 (1) Other items (including corporate and other costs, other income and expense, and income taxes) are shown for purposes of reconciling to the Company’s consolidated totals as shown in the tables above for the years ended December 31, 2018, 2017 and 2016. Inter-segment revenues are not material to the Americas and EMEA segment results. The Company’s reportable segments are evaluated regularly by its chief operating decision maker to decide how to allocate resources and assess performance. The chief operating decision maker evaluates performance based upon reportable segment revenue and income (loss) from operations. Because assets by segment are not reported to or used by the Company’s chief operating decision maker to allocate resources, or to assess performance, total assets by segment are not disclosed. Total revenues by segment from AT&T Corporation (“AT&T”), a major provider of communication services for which the Company provides various customer support services over several distinct lines of AT&T businesses, were as follows (in thousands): Years Ended December 31, 2018 2017 2016 Amount % Amount % Amount % Americas $ 164,793 12.4% $ 220,010 16.6% $ 239,033 19.6% EMEA 179 0.1% — 0.0% — 0.0% $ 164,972 10.1% $ 220,010 13.9% $ 239,033 16.4% The Company has multiple distinct contracts with AT&T spread across multiple lines of businesses, which expire at varying dates between 2019 and 2021. The Company has historically renewed most of these contracts. However, there is no assurance that these contracts will be renewed, or if renewed, will be on terms as favorable as the existing contracts. Each line of business is governed by separate business terms, conditions and metrics. Each line of business also has a separate decision maker such that a loss of one line of business would not necessarily impact the Company’s relationship with the client and decision makers on other lines of business. The loss of (or the failure to retain a significant amount of business with) any of the Company’s key clients, including AT&T, could have a material adverse effect on its performance. Many of the Company’s contracts contain penalty provisions for failure to meet minimum service levels and are cancelable by the client at any time or on short notice. Also, clients may unilaterally reduce their use of the Company’s services under the contracts without penalty. Total revenues by segment from the Company’s next largest client, which was in the financial services vertical in each of the years, were as follows (in thousands): Years Ended December 31, 2018 2017 2016 Amount % Amount % Amount % Americas $ 105,852 8.0% $ 109,475 8.3% $ 90,508 7.4% EMEA — 0.0% — 0.0% — 0.0% $ 105,852 6.5% $ 109,475 6.9% $ 90,508 6.2% Other than AT&T, total revenues by segment of the Company’s clients that each individually represents 10% or greater of that segment’s revenues in each of the periods were as follows (in thousands): Years Ended December 31, 2018 2017 2016 Amount % Amount % Amount % Americas $ — 0.0% $ — 0.0% $ — 0.0% EMEA 104,856 35.5% 104,829 40.3% 96,115 40.2% $ 104,856 6.4% $ 104,829 6.6% $ 96,115 6.6% The Company’s top ten clients accounted for approximately 44.2%, 46.9% and 49.2% of its consolidated revenues during the years ended December 31, 2018, 2017 and 2016, respectively. The following table represents a disaggregation of revenue from contracts with customers by geographic location for the years ended December 31, 2018, 2017 and 2016, by the reportable segment for each category (in thousands): Years Ended December 31, 2018 2017 2016 Americas: United States $ 668,580 $ 644,870 $ 578,753 The Philippines 231,966 241,211 235,333 Costa Rica 127,963 132,542 124,823 Canada 102,353 112,367 115,226 El Salvador 81,156 75,800 69,937 People's Republic of China 34,942 38,880 34,851 Australia 31,811 28,442 24,267 Mexico 24,998 25,496 18,167 Colombia 18,067 16,042 8,901 Other 8,802 9,993 10,560 Total Americas 1,330,638 1,325,643 1,220,818 EMEA: Germany 91,703 81,634 78,982 Sweden 55,491 56,843 59,313 United Kingdom 57,308 42,247 38,167 Romania 34,205 27,924 21,387 Other 56,247 51,635 41,240 Total EMEA 294,954 260,283 239,089 Total Other 95 82 130 $ 1,625,687 $ 1,586,008 $ 1,460,037 Revenues are attributed to countries based on location of customer, except for revenues for the Philippines, Costa Rica, the People’s Republic of China and India which are primarily comprised of customers located in the U.S., but serviced by centers in those respective geographic locations. The Company’s long-lived assets, including property and equipment, net and intangibles, net, by geographic location were as follows (in thousands): December 31, 2018 2017 Americas: United States $ 197,167 $ 219,476 The Philippines 9,840 15,199 Costa Rica 6,511 9,170 Canada 4,654 6,400 El Salvador 4,810 4,048 People's Republic of China 3,379 3,840 Australia 13,693 1,256 Mexico 4,077 2,812 Colombia 2,371 2,710 Other 2,882 1,772 Total Americas 249,384 266,683 EMEA: Germany 3,395 2,460 Sweden 1,222 1,171 United Kingdom 28,036 3,016 Romania 1,965 1,929 Other 8,468 7,241 Total EMEA 43,086 15,817 Total Other 16,979 18,567 $ 309,449 $ 301,067 Goodwill by segment was as follows (in thousands): December 31, 2018 2017 Americas $ 255,436 $ 258,496 EMEA 47,081 10,769 $ 302,517 $ 269,265 |
Other Income (Expense)
Other Income (Expense) | 12 Months Ended |
Dec. 31, 2018 | |
Other Income And Expenses [Abstract] | |
Other Income (Expense) | Note 26. Other Income (Expense) Other income (expense), net consists of the following (in thousands): Years Ended December 31, 2018 2017 2016 Foreign currency transaction gains (losses) $ 2,029 $ (548 ) $ 3,348 Gains (losses) on derivative instruments not designated as hedges (1,751 ) 143 (2,270 ) Gains (losses) on investments held in rabbi trust (867 ) 1,619 582 Other miscellaneous income (expense) (1,659 ) 44 (186 ) $ (2,248 ) $ 1,258 $ 1,474 |
Related Party Transactions
Related Party Transactions | 12 Months Ended |
Dec. 31, 2018 | |
Related Party Transactions [Abstract] | |
Related Party Transactions | Note 27. Related Party Transactions In January 2008, the Company entered into a lease for a customer engagement center located in Kingstree, South Carolina. The landlord, Kingstree Office One, LLC, is an entity controlled by John H. Sykes, the founder, former Chairman and former Chief Executive Officer of the Company and the father of Charles Sykes, President and Chief Executive Officer of the Company. The lease payments on the 20-year lease were negotiated at or below market rates, and the lease is cancellable at the option of the Company. The Company paid $0.5 million, $0.5 million and $0.4 million to the landlord during the years ended December 31, 2018, 2017 and 2016, respectively, under the terms of the lease. During the year ended December 31, 2018, the Company contracted to receive services from XSell, an equity method investee, for $0.2 million. There were no such transactions in 2017 or 2016. These related party transactions occurred in the normal course of business on terms and conditions that are similar to those of transactions with unrelated parties and, therefore, were measured at the exchange amount. |
Schedule II - Valuation and Qua
Schedule II - Valuation and Qualifying Accounts | 12 Months Ended |
Dec. 31, 2018 | |
Valuation And Qualifying Accounts [Abstract] | |
Schedule II - Valuation and Qualifying Accounts | Schedule II — Valuation and Qualifying Accounts Years ended December 31, 2018, 2017 and 2016: (in thousands) Balance at Beginning of Period Charged (Credited) to Costs and Expenses Additions (Deductions) (1) Balance at End of Period Allowance for doubtful accounts: Year ended December 31, 2018 $ 2,958 323 $ (185 ) $ 3,096 Year ended December 31, 2017 2,925 63 (30 ) 2,958 Year ended December 31, 2016 3,574 89 (738 ) 2,925 Valuation allowance for net deferred tax assets: Year ended December 31, 2018 $ 32,443 $ (144 ) $ — $ 32,299 Year ended December 31, 2017 30,221 2,222 — 32,443 Year ended December 31, 2016 30,065 156 — 30,221 Reserves for value added tax receivables: Year ended December 31, 2018 $ 76 $ — $ (4 ) $ 72 Year ended December 31, 2017 77 — (1 ) 76 Year ended December 31, 2016 283 (148 ) (58 ) 77 (1) Net write-offs and recoveries, including the effect of foreign currency translation. |
Overview and Summary of Signi_2
Overview and Summary of Significant Accounting Policies (Policies) | 12 Months Ended |
Dec. 31, 2018 | |
Organization Consolidation And Presentation Of Financial Statements [Abstract] | |
Business | Business — Sykes Enterprises, Incorporated and consolidated subsidiaries (“SYKES” or the “Company”) is a leading provider of multichannel demand generation and global customer engagement services. SYKES provides differentiated full lifecycle customer engagement solutions and services primarily to Global 2000 companies and their end customers principally within the financial services, communications, technology, transportation & leisure, healthcare and other industries. SYKES primarily provides customer engagement solutions and services with an emphasis on inbound multichannel demand generation, customer service and technical support to its clients’ customers. Utilizing SYKES’ integrated onshore/offshore global delivery model, SYKES provides its services through multiple communication channels including phone, e-mail, social media, text messaging, chat and digital self-service. SYKES also provides various enterprise support services in the United States that include services for its clients’ internal support operations, from technical staffing services to outsourced corporate help desk services. In Europe, SYKES also provides fulfillment services, which include order processing, payment processing, inventory control, product delivery and product returns handling. Additionally, through the Company’s acquisition of robotic processing automation (“RPA”) provider Symphony Ventures Ltd (“Symphony”) coupled with our investment in artificial intelligence (“AI”) through XSell Technologies, Inc. (“XSell”) , the Company also provides a suite of solutions such as consulting, implementation, hosting and managed services that optimizes its differentiated full lifecycle management services platform. The Company has operations in two reportable segments entitled (1) the Americas, in which the client base is primarily companies in the United States that are using the Company’s services to support their customer management needs, which includes the United States, Canada, Latin America, Australia and the Asia Pacific Rim; and (2) EMEA, which includes Europe, the Middle East and Africa. U.S. 2017 Tax Reform Act On December 20, 2017, the Tax Cuts and Jobs Act (the “2017 Tax Reform Act”) was approved by Congress and received presidential approval on December 22, 2017. In general, the 2017 Tax Reform Act reduced the United States (“U.S.”) corporate income tax rate from 35% to 21%, effective in 2018. The 2017 Tax Reform Act moved from a worldwide business taxation approach to a participation exemption regime. The 2017 Tax Reform Act also imposed base-erosion prevention measures on non-U.S. earnings of U.S. entities, as well as a one-time mandatory deemed repatriation tax on accumulated non-U.S. earnings. The impact of the 2017 Tax Reform Act on the consolidated financial results began with the fourth quarter of 2017, the period of enactment. This impact, along with the transitional taxes discussed in Note 20, Income Taxes, is reflected in the Other segment. Acquisitions On November 1, 2018, the Company completed the acquisition of Symphony, pursuant to a definitive Share Purchase Agreement (the “Symphony Purchase Agreement”) entered into on October 18, 2018 (the “Symphony acquisition”). The Company has reflected Symphony’s results in its consolidated financial statements in the EMEA segment since November 1, 2018. On July 9, 2018, the Company completed the acquisition of WhistleOut Pty Ltd and WhistleOut Inc. (together, “WhistleOut”), pursuant to a definitive Share Sale Agreement (the “WhistleOut Sale Agreement”). The Company has reflected WhistleOut’s results in its consolidated financial statements in the Americas segment since July 9, 2018. In May 2017, the Company completed the acquisition of certain assets of a Global 2000 telecommunications services provider, pursuant to a definitive Asset Purchase Agreement (the “Telecommunications Asset Acquisition Purchase Agreement”) entered into on April 24, 2017 (the “Telecommunications Asset acquisition”). The Company has reflected the Telecommunications Asset acquisition’s results in its consolidated financial statements in the Americas segment since May 31, 2017. In April 2016, the Company completed the acquisition of Clear Link Holdings, LLC (“Clearlink”), pursuant to a definitive Agreement and Plan of Merger (the “Merger Agreement”), dated March 6, 2016. The Company has reflected Clearlink’s results in its consolidated financial statements in the Americas segment since April 1, 2016. The Company’s acquisitions during 2017 and 2018 were immaterial to the Company individually and in the aggregate. See Note 3, Acquisitions, for additional information. |
Principles of Consolidation | Principles of Consolidation — The consolidated financial statements include the accounts of SYKES and its wholly-owned subsidiaries and controlled majority-owned subsidiaries. Investments in less than majority-owned subsidiaries in which the Company does not have a controlling interest, but does have significant influence, are accounted for as equity method investments. All intercompany transactions and balances have been eliminated in consolidation. |
Use of Estimates | Use of Estimates — The preparation of consolidated financial statements in conformity with accounting principles generally accepted in the United States of America (“generally accepted accounting principles” or “U.S. GAAP”) requires the Company to make estimates and assumptions that affect the reported amounts of assets and liabilities and disclosure of contingent assets and liabilities at the date of the financial statements and the reported amounts of revenues and expenses during the reporting period. Actual results could differ from those estimates. |
Subsequent Events | Subsequent Events — Subsequent events or transactions have been evaluated through the date and time of issuance of the consolidated financial statements. On February 14, 2019, the Company entered into a new credit agreement. See Note 18, Borrowings, for further information. There were no other material subsequent events that required recognition or disclosure in the accompanying consolidated financial statements. |
Cash, Cash Equivalents and Restricted Cash | Cash, Cash Equivalents and Restricted cash — Cash and cash equivalents consist of cash and highly liquid short-term investments, primarily held in non-interest-bearing investments which have original maturities of less than 90 days. Cash in the amount of $128.7 million and $343.7 million at December 31, 2018 and 2017, respectively, was primarily held in non-interest bearing accounts. Cash and cash equivalents of $115.7 million and $335.1 million at December 31, 2018 and 2017, respectively, were held in international operations. Most of these funds will not be subject to additional taxes if repatriated to the United States. There are circumstances where the Company may be unable to repatriate some of the cash and cash equivalents held by its international operations due to country restrictions. Restricted cash includes cash whereby the Company’s ability to use the funds at any time is contractually limited or is generally designated for specific purposes arising out of certain contractual or other obligations. The following table provides a reconciliation of cash and cash equivalents and restricted cash reported in the Consolidated Balance Sheets that sum to the amounts reported in the Consolidated Statements of Cash Flows (in thousands): December 31, 2018 2017 2016 2015 Cash and cash equivalents $ 128,697 $ 343,734 $ 266,675 $ 235,358 Restricted cash included in "Other current assets" 149 154 160 207 Restricted cash included in "Deferred charges and other assets" 1,385 917 759 680 $ 130,231 $ 344,805 $ 267,594 $ 236,245 |
Allowance for Doubtful Accounts | Allowance for Doubtful Accounts — The Company maintains allowances for doubtful accounts on trade account receivables for estimated losses arising from the inability of its customers to make required payments. The Company’s estimate is based on qualitative and quantitative analyses, including credit risk measurement tools and methodologies using publicly available credit and capital market information, a review of the current status of the Company’s trade accounts receivable and the historical collection experience of the Company’s clients. It is reasonably possible that the Company’s estimate of the allowance for doubtful accounts will change if the financial condition of the Company’s customers were to deteriorate, resulting in a reduced ability to make payments. |
Property and Equipment | Property and Equipment — Property and equipment is recorded at cost and depreciated using the straight-line method over the estimated useful lives of the respective assets. Improvements to leased premises are amortized over the shorter of the related lease term or the estimated useful lives of the improvements. Cost and related accumulated depreciation on assets retired or disposed of are removed from the accounts and any resulting gains or losses are credited or charged to income. The Company capitalizes certain costs incurred, if any, to internally develop software upon the establishment of technological feasibility. Costs incurred prior to the establishment of technological feasibility are expensed as incurred. The carrying value of property and equipment to be held and used is evaluated for impairment whenever events or changes in circumstances indicate that the carrying amount may not be recoverable in accordance with ASC 360, Property, Plant and Equipment |
Rent Expense | Rent Expense — The Company has entered into operating lease agreements, some of which contain provisions for future rent increases, rent free periods, or periods in which rent payments are reduced. The total amount of the rental payments due over the lease term is being charged to rent expense on the straight-line method over the term of the lease in accordance with ASC 840, Leases. |
Goodwill | Goodwill — The Company accounts for goodwill and other intangible assets under ASC 350, Intangibles — Goodwill and Other (“ASC 350”). The Company expects to receive future benefits from previously acquired goodwill over an indefinite period of time. For goodwill and other intangible assets with indefinite lives not subject to amortization, the Company reviews goodwill and intangible assets for impairment at least annually in the third quarter, and more frequently in the presence of certain circumstances. The Company has the option to first assess qualitative factors to determine whether the existence of events or circumstances leads to a determination that it is more likely than not that the fair value of a reporting unit is less than its carrying amount. The Company may elect to forgo this option and proceed to the quantitative goodwill impairment test. If the Company elects to perform the qualitative assessment and it indicates that a significant decline to fair value of a reporting unit is more likely than not, or if a reporting unit’s fair value has historically been closer to its carrying value, or the Company elects to forgo this qualitative assessment, the Company will proceed to the quantitative goodwill impairment test where the fair value of a reporting unit is calculated based on discounted future probability-weighted cash flows. If the quantitative goodwill impairment test indicates that the carrying value of a reporting unit is in excess of its fair value, the Company will recognize an impairment loss for the amount by which the carrying value exceeds the reporting unit’s fair value, not to exceed the total amount of goodwill allocated to that reporting unit. |
Intangible Assets | Intangible Assets — Definite-lived intangible assets, primarily customer relationships, are amortized using the straight-line method over their estimated useful lives which approximate the pattern in which the economic benefits of the assets are consumed. The Company periodically evaluates the recoverability of intangible assets and takes into account events or changes in circumstances that warrant revised estimates of useful lives or that indicate that impairment exists. Fair value for intangible assets is based on discounted cash flows, market multiples and/or appraised values, as appropriate. |
Income Taxes | Income Taxes — The Company accounts for income taxes under ASC 740, Income Taxes (“ASC 740”) which requires recognition of deferred tax assets and liabilities to reflect tax consequences of differences between the tax bases of assets and liabilities and their reported amounts in the accompanying consolidated financial statements. Deferred tax assets are reduced by a valuation allowance if, based on the weight of available evidence, both positive and negative, for each respective tax jurisdiction, it is more likely than not that the deferred tax assets will not be realized in accordance with the criteria of ASC 740 . Valuation allowances are established against deferred tax assets due to an uncertainty of realization. Valuation allowances are reviewed each period on a tax jurisdiction by tax jurisdiction basis to analyze whether there is sufficient positive or negative evidence, in accordance with criteria of ASC 740, to support a change in judgment about the ability to realize the related deferred tax assets. Uncertainties regarding expected future income in certain jurisdictions could affect the realization of deferred tax assets in those jurisdictions. The Company evaluates tax positions that have been taken or are expected to be taken in its tax returns and records a liability for uncertain tax positions in accordance with ASC 740 ASC 740 |
Self-Insurance Programs | Self-Insurance Programs — The Company self-insures for certain levels of workers' compensation and self-funds the medical, prescription drug and dental benefit plans in the United States. Estimated costs are accrued at the projected settlements for known and anticipated claims. Amounts related to these self-insurance programs are included in “Accrued employee compensation and benefits” and “Other long-term liabilities” in the accompanying Consolidated Balance Sheets. |
Deferred Grants | Deferred Grants — Recognition of income associated with grants for land and the acquisition of property, buildings and equipment (together, “property grants”) is deferred until after the completion and occupancy of the building and title has passed to the Company, and the funds have been released from escrow. The deferred amounts for both land and building are amortized and recognized as a reduction of depreciation expense over the corresponding useful lives of the related assets. Amounts received in excess of the cost of the building are allocated to the cost of equipment and, only after the grants are released from escrow, recognized as a reduction of depreciation expense over the weighted average useful life of the related equipment, which approximates five years. Upon sale of the related facilities, any deferred grant balance is recognized in full and is included in the gain on sale of property and equipment. The Company receives government employment grants as an incentive to create and maintain permanent employment positions for a specified time period. These grants are repayable, under certain terms and conditions, if the Company's relevant employment levels do not meet or exceed the employment levels set forth in the grant agreements. Accordingly, grant monies received are deferred and amortized primarily as a reduction to “Direct salaries and related costs” using the proportionate performance model over the required employment period. The Company receives government lease grants as an incentive for leasing space at specific locations or locating engagement centers in a government’s jurisdiction. These grants are repayable under certain terms and conditions, as set forth in the grant agreements. Accordingly, grant monies received are deferred and amortized primarily as a reduction to rent expense included in “General and administrative” over the required lease period. |
Investments in Equity Method Investees | Investments in Equity Method Investees — The Company uses the equity method to account for investments in companies if the investment provides the ability to exercise significant influence, but not control, over operating and financial policies of the investee. The Company’s proportionate share of the net income or loss of an equity method investment is included in consolidated net income. Judgment regarding the level of influence over an equity method investment includes considering key factors such as the Company’s ownership interest, representation on the board of directors, participation in policy-making decisions and material intercompany transactions. The Company evaluates an equity method investment for impairment whenever events or changes in circumstances indicate that the carrying amount of the investment might not be recoverable. Factors considered by the Company when reviewing an equity method investment for impairment include the length of time (duration) and the extent (severity) to which the fair value of the equity method investment has been less than cost, the investee’s financial condition and near-term prospects, and the intent and ability to hold the investment for a period of time sufficient to allow for anticipated recovery. An impairment that is other-than-temporary is recognized in the period identified. As of December 31, 2018 and 2017, the Company did not identify any instances where the carrying values of its equity method investments were not recoverable. In July 2017, the Company made a strategic investment of $10.0 million in XSell for 32.8% of XSell’s preferred stock. The Company is incorporating XSell’s machine learning and AI algorithms into its business. The Company believes this will increase the sales performance of its agents to drive revenue for its clients, improve the experience of the Company’s clients’ end customers and enhance brand loyalty, reduce the cost of customer care and leverage analytics and machine learning to source the best agents and improve their performance. The Company’s net investment in XSell of $9.2 million and $9.8 million was included in “Deferred charges and other assets” in the accompanying Consolidated Balance Sheets as of December 31, 2018 and 2017, respectively. The Company’s investment was paid in two installments of $5.0 million, one in July 2017 and one in August 2018. The Company’s proportionate share of XSell’s income (loss) of $(0.7) million and $(0.1) million was included in “Other income (expense), net” in the accompanying Consolidated Statements of Operations for the years ended December 31, 2018 and 2017, respectively. |
Customer-Acquisition Advertising Costs | Customer-Acquisition Advertising Costs — The Company’s advertising costs are expensed as incurred. Total advertising costs included in the accompanying Consolidated Statements of Operations were as follows (in thousands): Years Ended December 31, 2018 2017 2016 Customer-acquisition advertising costs included in "Direct salaries and related costs" $ 49,657 $ 36,659 $ 28,116 Customer-acquisition advertising costs included in "General and administrative" 60 115 — |
Stock-Based Compensation | Stock-Based Compensation — The Company has three stock-based compensation plans: the 2011 Equity Incentive Plan (for employees and certain non-employees), approved by the Company’s shareholders, the Non-Employee Director Fee Plan (for non-employee directors) and the Deferred Compensation Plan (for certain eligible employees). All of these plans are discussed more fully in Note 24, Stock-Based Compensation. Stock-based awards under these plans may consist of common stock, stock options, cash-settled or stock-settled stock appreciation rights, restricted stock and other stock-based awards. The Company issues common stock and uses treasury stock to satisfy stock option exercises or vesting of stock awards. In accordance with ASC 718, Compensation — Stock Compensation |
Fair Value of Financial Instruments | Fair Value of Financial Instruments — The following methods and assumptions were used to estimate the fair value of each class of financial instruments for which it is practicable to estimate that value: • Cash, short-term and other investments, investments held in rabbi trust and accounts payable — • Foreign currency forward contracts and options — • Embedded derivatives — Embedded derivatives within certain hybrid lease agreements are bifurcated from the host contract and recognized at fair value based on pricing models or formulas using significant unobservable inputs, including adjustments for credit risk. • Long-term debt — • Contingent consideration — Fair Value Measurements — ASC 820, Fair Value Measurements and Disclosures (“ASC 820”) defines fair value, establishes a framework for measuring fair value in accordance with generally accepted accounting principles and expands disclosures about fair value measurements. ASC 820-10-20 clarifies that fair value is an exit price, representing the amount that would be received to sell an asset or paid to transfer a liability in an orderly transaction between market participants. ASC 825, Financial Instruments permits an entity to measure certain financial assets and financial liabilities at fair value with changes in fair value recognized in earnings each period. The Company has not elected to use the fair value option permitted under ASC 825 for any of its financial assets and financial liabilities that are not already recorded at fair value. A description of the Company’s policies regarding fair value measurement is summarized below. Fair Value Hierarchy — ASC 820-10-35 requires disclosure about how fair value is determined for assets and liabilities and establishes a hierarchy for which these assets and liabilities must be grouped, based on significant levels of observable or unobservable inputs. Observable inputs reflect market data obtained from independent sources, while unobservable inputs reflect the Company’s market assumptions. This hierarchy requires the use of observable market data when available. These two types of inputs have created the following fair value hierarchy: • Level 1 — • Level 2 — • Level 3 — . Determination of Fair Value — The Company generally uses quoted market prices (unadjusted) in active markets for identical assets or liabilities that the Company has the ability to access to determine fair value and classifies such items in Level 1. Fair values determined by Level 2 inputs utilize inputs other than quoted market prices included in Level 1 that are observable for the asset or liability, either directly or indirectly. Level 2 inputs include quoted market prices in active markets for similar assets or liabilities, and inputs other than quoted market prices that are observable for the asset or liability. Level 3 inputs are unobservable inputs for the asset or liability, and include situations where there is little, if any, market activity for the asset or liability. If quoted market prices are not available, fair value is based upon internally developed valuation techniques that use, where possible, current market-based or independently sourced market parameters, such as interest rates, currency rates, etc. Assets or liabilities valued using such internally generated valuation techniques are classified according to the lowest level input or value driver that is significant to the valuation. Thus, an item may be classified in Level 3 even though there may be some significant inputs that are readily observable. The following section describes the valuation methodologies used by the Company to measure assets and liabilities at fair value on a recurring basis, including an indication of the level in the fair value hierarchy in which each asset or liability is generally classified. Money Market and Open-End Mutual Funds — The Company uses quoted market prices in active markets to determine the fair value. These items are classified in Level 1 of the fair value hierarchy. Foreign Currency Forward Contracts and Options — The Company enters into foreign currency forward contracts and options over-the-counter and values such contracts using quoted market prices of comparable instruments or, if none are available, on pricing models or formulas using current market and model assumptions, including adjustments for credit risk. The key inputs include forward or option foreign currency exchange rates and interest rates. These items are classified in Level 2 of the fair value hierarchy. Embedded Derivatives — The Company uses significant unobservable inputs to determine the fair value of embedded derivatives, which are classified in Level 3 of the fair value hierarchy. These unobservable inputs include expected cash flows associated with the lease, currency exchange rates on the day of commencement, as well as forward currency exchange rates; results of which are adjusted for credit risk. These items are classified in Level 3 of the fair value hierarchy. See Note 11, Financial Derivatives, for further information. Investments Held in Rabbi Trust — The investment assets of the rabbi trust are valued using quoted market prices in active markets, which are classified in Level 1 of the fair value hierarchy. For additional information about the deferred compensation plan, refer to Note 12, Investments Held in Rabbi Trust, and Note 24, Stock-Based Compensation. Contingent Consideration — The Company uses significant unobservable inputs to determine the fair value of contingent consideration, which is classified in Level 3 of the fair value hierarchy. The contingent consideration recorded related to the Qelp B.V. (“Qelp”) acquisition and liabilities assumed as part of the Clearlink acquisition was recognized at fair value using a discounted cash flow methodology and a discount rate of approximately 14.0% and 10.0%, respectively. The discount rates vary dependent on the specific risks of each acquisition including the country of operation, the nature of services and complexity of the acquired business, and other similar factors, all of which are significant inputs not observable in the market. Significant increases or decreases in any of the inputs in isolation would result in a significantly higher or lower fair value measurement. |
Foreign Currency Translation | Foreign Currency Translation — The assets and liabilities of the Company’s foreign subsidiaries, whose functional currency is other than the U.S. Dollar, are translated at the exchange rates in effect on the balance sheet date, and income and expenses are translated at the weighted average exchange rate during the period. The net effect of translation gains and losses is not included in determining net income, but is included in “Accumulated other comprehensive income (loss)” (“AOCI”), which is reflected as a separate component of shareholders’ equity until the sale or until the complete or substantially complete liquidation of the net investment in the foreign subsidiary. Foreign currency transactional gains and losses are included in “Other income (expense), net” in the accompanying Consolidated Statements of Operations. |
Foreign Currency and Derivative Instruments | Foreign Currency and Derivative Instruments — The Company accounts for financial derivative instruments under ASC 815, Derivatives and Hedging (“ASC 815”). The Company generally utilizes non-deliverable forward contracts and options expiring within one to 24 months to reduce its foreign currency exposure due to exchange rate fluctuations on forecasted cash flows denominated in non-functional foreign currencies and net investments in foreign operations. In using derivative financial instruments to hedge exposures to changes in exchange rates, the Company exposes itself to counterparty credit risk. The Company designates derivatives as either (1) a hedge of a forecasted transaction or of the variability of cash flows to be received or paid related to a recognized asset or liability (“cash flow” hedge); (2) a hedge of a net investment in a foreign operation; or (3) a derivative that does not qualify for hedge accounting. To qualify for hedge accounting treatment, a derivative must be highly effective in mitigating the designated risk of the hedged item. Effectiveness of the hedge is formally assessed at inception and throughout the life of the hedging relationship. Even if a derivative qualifies for hedge accounting treatment, there may be an element of ineffectiveness of the hedge. Changes in the fair value of derivatives that are highly effective and designated as cash flow hedges are recorded in AOCI, until the forecasted underlying transactions occur. Any realized gains or losses resulting from the cash flow hedges are recognized together with the hedged transaction within “Revenues”. Changes in the fair value of derivatives that are highly effective and designated as a net investment hedge are recorded in cumulative translation adjustment in AOCI, offsetting the change in cumulative translation adjustment attributable to the hedged portion of the Company’s net investment in the foreign operation. Any realized gains and losses from settlements of the net investment hedge remain in AOCI until partial or complete liquidation of the net investment. Ineffectiveness is measured based on the change in fair value of the forward contracts and options and the fair value of the hypothetical derivatives with terms that match the critical terms of the risk being hedged. Hedge ineffectiveness is recognized within “Revenues” for cash flow hedges and within “Other income (expense), net” for net investment hedges. Cash flows from the derivative contracts are classified within the operating section in the accompanying Consolidated Statements of Cash Flows. The Company formally documents all relationships between hedging instruments and hedged items, as well as its risk management objective and strategy for undertaking various hedging activities. This process includes linking all derivatives that are designated as cash flow hedges to forecasted transactions. Hedges of a net investment in a foreign operation are linked to the specific foreign operation. The Company also formally assesses, both at the hedge’s inception and on an ongoing basis, whether the derivatives that are used in hedging transactions are highly effective on a prospective and retrospective basis. When it is determined that a derivative is not highly effective as a hedge or that it has ceased to be a highly effective hedge or if a forecasted hedge is no longer probable of occurring, or if the Company de-designates a derivative as a hedge, the Company discontinues hedge accounting prospectively. At December 31, 2018 and 2017, all hedges were determined to be highly effective. The Company also periodically enters into forward contracts that are not designated as hedges as defined under ASC 815. The purpose of these derivative instruments is to reduce the effects from fluctuations caused by volatility in currency exchange rates on the Company’s operating results and cash flows. Changes in the fair value of the derivative instruments are included in “Revenues” or “Other income (expense), net”, depending on the underlying risk exposure. See Note 11, Financial Derivatives, for further information on financial derivative instruments. |
Reclassifications | Reclassifications — Certain balances in prior years have been reclassified to conform to current year presentation. |
New Accounting Standards Not Yet Adopted | New Accounting Standards Not Yet Adopted Leases In February 2016, the Financial Accounting Standards Board (“FASB”) issued Accounting Standards Update (“ASU”) 2016-02, Leases (Topic 842) Leases The Company’s implementation team has compiled a detailed inventory of leases, performed a preliminary analysis of the impact to the financial statements, and implemented a lease accounting software solution to assist in complying with ASC 842. Additionally, the implementation team is evaluating the impact of ASC 842 on the Company’s business processes, systems and internal controls, and has begun the process of instituting changes where needed. The Company elected to use the package of practical expedients that allows it to not reassess: (1) whether any expired or existing contracts are or contain leases, (2) lease classification for any expired or existing leases and (3) initial direct costs for any expired or existing leases. The Company additionally elected to use the practical expedients that allows lessees to treat the lease and non-lease components of leases as a single lease component as well as the short-term lease recognition exemption for certain of the Company’s asset classes. The Company will adopt this guidance at the adoption date of January 1, 2019, using the transition method that allows it to initially apply ASC 842 as of January 1, 2019 and recognize a cumulative-effect adjustment to the opening balance of retained earnings in the period of adoption. The Company does not expect to recognize a material adjustment to retained earnings upon adoption. The adoption of ASC 842 will have a material impact on the Company’s Consolidated Balance Sheet due to the recognition of the right-of-use (“ROU”) assets and lease liabilities. The Company believes that the majority of its leases will maintain their current lease classification under ASC 842. Fair Value Measurements In August 2018, the FASB issued ASU 2018-13, Fair Value Measurement (Topic 820) – Disclosure Framework – Changes to the Disclosure Requirements for Fair Value Measurement (“ASU 2018-13”). These amendments These amendments are effective for fiscal years, and interim periods within those fiscal years, beginning after December 15, 2019. Certain of the amendments will be applied prospectively in the initial year of adoption while the remainder are required to be applied retrospectively to all periods presented upon their effective date. Early adoption is permitted. The Company is evaluating the timing of its adoption of ASU 2018-13 but does not expect a material impact on its disclosures. Retirement Benefits In August 2018, the FASB issued ASU 2018-14, Compensation – Retirement Benefits – Defined Benefit Plans - General (Subtopic 715-20) – Disclosure Framework – Changes to the Disclosure Requirements for Defined Benefit Plans (“ASU 2018-14”). These amendments These amendments are effective for fiscal years ending after December 15, 2020, with early adoption permitted. The Company is evaluating the timing of its adoption of ASU 2018-14 but does not expect a material impact on its disclosures. Cloud Computing In August 2018, the FASB issued ASU 2018-15, Intangibles – Goodwill and Other – Internal-Use Software (Subtopic 350-40) – Customer’s Accounting for Implementation Costs Incurred in a Cloud Computing Arrangement That Is a Service Contract (“ASU 2018-15”). These amendments These amendments are effective for fiscal years beginning after December 15, 2019, and interim periods within those fiscal years, with early application permitted in any interim period after issuance of this update. The amendments should be applied either retrospectively or prospectively to all implementation costs incurred after the date of adoption. The Company is evaluating the timing of its adoption of ASU 2018-15 but does not expect a material impact on its financial condition, results of operations, cash flows and disclosures. Derivatives and Hedging In August 2017, the FASB issued ASU 2017-12, Derivatives and Hedging (Topic 815) – Targeted Improvements to Accounting for Hedge Activities (“ASU 2017-12”). These amendments These amendments are effective for fiscal years beginning after December 15, 2018, and interim periods within those fiscal years, with early application permitted in any interim period after issuance of this update. The Company does not expect the adoption of ASU 2017-12 to materially impact its financial condition, results of operations, cash flows and disclosures. Financial Instruments – Credit Losses In June 2016, the FASB issued ASU 2016-13, Financial Instruments – Credit Losses (Topic 326) – Measurement of Credit Losses on Financial Instruments (“ASU 2016-13”). These amendments held. In November 2018, the FASB issued ASU 2018-19, Codification Improvements to Topic 326, Financial Instruments—Credit Losses (“ASU 2018-19”). These amendments clarify that receivables arising from operating leases are accounted for using the lease guidance in ASC 842 and not as financial instruments. These amendments are effective for fiscal years beginning after December 15, 2019, and interim periods within those fiscal years. Early adoption is permitted. The Company expects ASU 2016-13 to apply to its trade receivables but does not expect the adoption of the amendments to have a material impact on its financial condition, results of operations or cash flows because credit losses associated from trade receivables have historically been insignificant. Additionally, the Company does not anticipate early adopting ASU 2016-13. |
New Accounting Standards Recently Adopted | New Accounting Standards Recently Adopted Revenue from Contracts with Customers In May 2014, the FASB issued ASU 2014-09, Revenue from Contracts with Customers (Topic 606) See Note 2, Revenues, for further details as well as the Company’s significant accounting policy for the Recognition of Revenues. Financial Instruments In January 2016, the FASB issued ASU 2016-01, Financial Instruments - Overall (Subtopic 825-10) Recognition and Measurement of Financial Assets and Financial Liabilities Fair Value Measurements Statement of Cash Flows In August 2016, the FASB issued ASU 2016-15, Statement of Cash Flows (Topic 230) – Classification of Certain Cash Receipts and Cash Payments (“ASU 2016-15”). These amendments clarify the presentation of cash receipts and payments in eight specific situations. These amendments are effective for fiscal years beginning after December 15, 2017, and interim periods within those fiscal years. These amendments have been applied using a retrospective transition method to each period presented. The adoption of ASU 2016-15 on January 1, 2018 did not have a material impact on the Company’s cash flows. In November 2016, the FASB issued ASU 2016-18, Statement of Cash Flows (Topic 230) – Restricted Cash (A Consensus of the FASB Emerging Issues Task Force (“ASU 2016-18”). These amendments clarify how entities should present restricted cash and restricted cash equivalents in the statement of cash flows, requiring entities to show the changes in the total of cash, cash equivalents, restricted cash and restricted cash equivalents. These amendments are effective for fiscal years beginning after December 15, 2017, and interim periods within those fiscal years. These amendments have been applied using a retrospective transition method to each period presented. The inclusion of restricted cash increased the beginning balance of cash in the Consolidated Statements of Cash Flows by $1.1 million for the year ended December 31, 2018, increased the beginning and ending balance of cash by $0.9 million and $1.1 million, respectively, for the year ended December 31, 2017 and increased the beginning and ending balances of cash by $0.9 million and $0.9 million, respectively, for the year ended December 31, 2016. Other than the change in presentation within the accompanying Consolidated Statements of Cash Flows, the retrospective adoption of ASU 2016-18 on January 1, 2018 did not have a material impact on the Company’s consolidated financial statements. Income Taxes In October 2016, the FASB issued ASU 2016-16, Income Taxes (Topic 740) – Intra-Entity Transfers of Assets Other than Inventory (“ASU 2016-16”). These amendments These amendments are effective for annual reporting periods beginning after December 15, 2017, including interim reporting periods within those annual reporting periods. The adoption of ASU 2016-16 on January 1, 2018 did not have a material impact on the Company’s consolidated financial statements and no cumulative-effect adjustment to retained earnings was required. In January 2018, the FASB released guidance on the accounting for tax on the global intangible low-taxed income ("GILTI") provisions of the 2017 Tax Reform Act. The GILTI provisions impose a tax on foreign income in excess of a deemed return on tangible assets of foreign corporations. The guidance indicates that either accounting for deferred taxes related to GILTI inclusions or to treat any taxes on GILTI inclusions as period costs are both acceptable methods subject to an accounting policy election. The Company evaluated the accounting treatment options related to the GILTI provisions and elected to treat any potential GILTI inclusions as a current period cost. The election did not have a material impact on the Company’s consolidated financial statements. In March 2018, the FASB issued ASU 2018-05, Income Taxes (Topic 740): Amendments to SEC paragraphs pursuant to SEC Staff Accounting Bulletin No. 118 Income Tax Accounting Implications of the Tax Cuts and Jobs Act Other Comprehensive Income In February 2018, the FASB issued ASU 2018-02, Income Statement – Reporting Comprehensive Income (Topic 220) These amendments can be applied either in the period of adoption or retrospectively to each period (or periods) in which the effect of the change in the U.S. federal corporate tax rate in the 2017 Tax Reform Act is recognized. The early adoption of ASU 2018-02 on June 30, 2018 had no impact on the Company’s consolidated financial statements or disclosures. Business Combinations In January 2017, the FASB issued ASU 2017-01, Business Combinations (Topic 805) – Clarifying the Definition of a Business (“ASU 2017-01”). These amendments These amendments are effective for annual periods beginning after December 15, 2017, including interim periods within those periods. These amendments were applied prospectively. The adoption of ASU 2017-01 on January 1, 2018 did not have a material impact on the Company’s consolidated financial statements. Retirement Benefits In March 2017, the FASB issued ASU 2017-07, Compensation – Retirement Benefits (Topic 715) – Improving the Presentation of Net Periodic Pension Cost and Net Periodic Postretirement Benefit Cost (“ASU 2017-07”). These amendments These amendments are effective for annual periods beginning after December 15, 2017, including interim periods within those annual periods. These amendments were applied retrospectively for the presentation of the service cost component and the other components of net periodic pension cost and net periodic postretirement benefit cost in the income statement and prospectively, on and after the effective date, for the capitalization of the service cost component of net periodic pension cost and net periodic postretirement benefit in assets. The amendments allow a practical expedient that permits an employer to use the amounts disclosed in its pension and other postretirement benefit plan note for the prior comparative periods as the estimation basis for applying the retrospective presentation requirements. The Company adopted the income statement presentation aspects of ASU 2017-07 on a retrospective basis effective January 1, 2018. The following is a reconciliation of the effect of the reclassification of the interest cost and amortization of actuarial gain (loss) from operating expenses to other income (expense) in the Company’s Consolidated Statements of Operations for the years ended December 31, 2017 and 2016 (in thousands): As Previously Reported Adjustments Due to the Adoption of ASU 2017-07 As Revised Year Ended December 31, 2017: Direct salaries and related costs $ 1,039,790 $ (113 ) $ 1,039,677 General and administrative 376,863 (38 ) 376,825 Income from operations 86,891 151 87,042 Other income (expense), net (5,584 ) (151 ) (5,735 ) Year Ended December 31, 2016: Direct salaries and related costs $ 947,677 $ (84 ) $ 947,593 General and administrative 351,722 (41 ) 351,681 Income from operations 92,248 125 92,373 Other income (expense), net (3,364 ) (125 ) (3,489 ) |
Recognition of Revenues Accounting Policy | Recognition of Revenues Accounting Policy The Company recognizes revenues in accordance with ASC 606, whereby revenues are recognized when control of the promised goods or services is transferred to the Company’s customers, in an amount that reflects the consideration it expects to be entitled to in exchange for those goods or services. Deferred Revenue The Company receives up-front fees in connection with certain contracts. In accordance with ASC 606, the up-front fees are recorded as a contract liability only to the extent a legally enforceable contract exists. The termination right notice period, which typically vary up to 180 days, is the portion of the contract that is legally enforceable. Accordingly, the up-front fees allocated to the notification period are recorded as deferred revenue, while the fees that extend beyond the notification period are classified as a customer arrangement with termination rights. These up-front fees do not represent a significant financing component since they were structured primarily to reduce the administrative burden in managing the operations of certain contracts, to provide the customer with un-interrupted service, and to assist in managing the overall risk and profitability of providing the services. Revenues of $4.4 million were recognized during the year ended December 31, 2018 from amounts included in deferred revenue at January 1, 2018. The Company expects to recognize the majority of its deferred revenue as of December 31, 2018 over the next 180 days. Customer Liabilities – Customer Arrangements with Termination Rights Customer arrangements with termination rights represent the amount of up-front fees received for unsatisfied performance obligations for periods that extend beyond the legally enforceable contract period. All customer arrangements with termination rights are classified as current as the customer can terminate the contracts and demand pro-rata refunds of the up-front fees over varying periods, typically up to 180 days. The Company expects to recognize the majority of the customer arrangements with termination rights into revenue as the Company has not historically experienced a high rate of contract terminations. Customer Liabilities – Refund Liabilities Refund liabilities represent consideration received under the contract that the Company expects to ultimately refund to the customer and primarily relates to estimated penalties, holdbacks and chargebacks. Penalties and holdbacks result from the failure to meet specified minimum service levels in certain contracts and other performance-based contingencies. Chargebacks reflect the right of certain of the Company’s clients to chargeback accounts that do not meet certain requirements for specified periods after a sale has occurred. Refund liabilities are generally resolved in 180 days, once it is determined whether the requisite service levels and client requirements were achieved to settle the contingency. |
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. |
Earnings Per Share | Basic earnings per share are based on the weighted average number of common shares outstanding during the periods. Diluted earnings per share includes the weighted average number of common shares outstanding during the respective periods and the further dilutive effect, if any, from stock appreciation rights, restricted stock, restricted stock units and shares held in rabbi trust using the treasury stock method. |
Overview and Summary of Signi_3
Overview and Summary of Significant Accounting Policies (Tables) | 12 Months Ended |
Dec. 31, 2018 | |
Summary of Cash and Cash Equivalents and Restricted Cash | The following table provides a reconciliation of cash and cash equivalents and restricted cash reported in the Consolidated Balance Sheets that sum to the amounts reported in the Consolidated Statements of Cash Flows (in thousands): December 31, 2018 2017 2016 2015 Cash and cash equivalents $ 128,697 $ 343,734 $ 266,675 $ 235,358 Restricted cash included in "Other current assets" 149 154 160 207 Restricted cash included in "Deferred charges and other assets" 1,385 917 759 680 $ 130,231 $ 344,805 $ 267,594 $ 236,245 |
Schedule of Customer-Acquisition Advertising Costs | Total advertising costs included in the accompanying Consolidated Statements of Operations were as follows (in thousands): Years Ended December 31, 2018 2017 2016 Customer-acquisition advertising costs included in "Direct salaries and related costs" $ 49,657 $ 36,659 $ 28,116 Customer-acquisition advertising costs included in "General and administrative" 60 115 — |
Accounting Standards Update 2017-07 [Member] | |
Summary of Impact of Adoption of Accounting Standards | The following is a reconciliation of the effect of the reclassification of the interest cost and amortization of actuarial gain (loss) from operating expenses to other income (expense) in the Company’s Consolidated Statements of Operations for the years ended December 31, 2017 and 2016 (in thousands): As Previously Reported Adjustments Due to the Adoption of ASU 2017-07 As Revised Year Ended December 31, 2017: Direct salaries and related costs $ 1,039,790 $ (113 ) $ 1,039,677 General and administrative 376,863 (38 ) 376,825 Income from operations 86,891 151 87,042 Other income (expense), net (5,584 ) (151 ) (5,735 ) Year Ended December 31, 2016: Direct salaries and related costs $ 947,677 $ (84 ) $ 947,593 General and administrative 351,722 (41 ) 351,681 Income from operations 92,248 125 92,373 Other income (expense), net (3,364 ) (125 ) (3,489 ) |
Accounting Standards Update 2014-09 [Member] | |
Summary of Impact of Adoption of Accounting Standards | The cumulative effect of the adjustments made to the Company’s Consolidated Balance Sheet as of December 31, 2017 for the line items impacted by the adoption of ASC 606 was as follows (in thousands): December 31, 2017 Adjustments Due to the Adoption of ASC 606 January Receivables, net $ 341,958 $ 825 $ 342,783 Deferred charges and other assets 29,193 2,045 31,238 Income taxes payable 2,606 697 3,303 Deferred revenue and customer liabilities 34,717 (1,048 ) 33,669 Other long-term liabilities 22,039 202 22,241 Retained earnings 546,843 3,019 549,862 |
Revenues (Tables)
Revenues (Tables) | 12 Months Ended |
Dec. 31, 2018 | |
Revenues from Contracts with Customers Disaggregated by Service Type | The following table represents revenues from contracts with customers disaggregated by service type and by the reportable segment for each category (in thousands): Years Ended December 31, 2018 2017 2016 Americas: Customer engagement solutions and services $ 1,329,614 $ 1,324,534 $ 1,219,824 Other revenues 1,024 1,109 994 Total Americas 1,330,638 1,325,643 1,220,818 EMEA: Customer engagement solutions and services 280,437 252,423 228,667 Other revenues 14,517 7,860 10,422 Total EMEA 294,954 260,283 239,089 Other: Other revenues 95 82 130 Total Other 95 82 130 $ 1,625,687 $ 1,586,008 $ 1,460,037 |
Receivables, Net | The Company’s trade accounts receivable, net, consists of the following (in thousands): December 31, 2018 January 1, 2018 Trade accounts receivable, net, current (1) $ 335,377 $ 332,014 Trade accounts receivable, net, noncurrent (2) 15,948 2,078 $ 351,325 $ 334,092 (1) Included in “Receivables, net” in the accompanying Consolidated Balance Sheets. The January 1, 2018 balance includes the $0.8 million adjustment recorded upon adoption of ASC 606. (2) Included in “Deferred charges and other assets” in the accompanying Consolidated Balance Sheets. The January 1, 2018 balance includes a $2.1 million adjustment recorded upon adoption of ASC 606. Receivables, net consist of the following (in thousands): December 31, 2018 2017 Trade accounts receivable, current $ 338,473 $ 334,147 Income taxes receivable 916 4,138 Other 11,132 6,631 Receivables, gross 350,521 344,916 Less: Allowance for doubtful accounts 3,096 2,958 Receivables, net $ 347,425 $ 341,958 Allowance for doubtful accounts as a percent of trade accounts receivable, current 0.9 % 0.9 % |
Components of Deferred Revenue and Customer Liabilities | Deferred revenue and customer liabilities consists of the following (in thousands): December 31, 2018 January 1, 2018 Deferred revenue $ 3,655 $ 4,598 Customer arrangements with termination rights 16,404 21,755 Estimated refund liabilities (1) 10,117 7,316 $ 30,176 $ 33,669 (1) The January 1, 2018 balance includes the $1.0 million adjustment recorded upon adoption of ASC 606. |
Accounting Standards Update 2014-09 [Member] | |
Summary of Impact of Adoption of Accounting Standards | The financial statement line items impacted by the adoption of ASC 606 in the Company’s Consolidated Balance Sheet as of December 31, 2018, including the impact of acquisitions, were as follows (in thousands): As Reported Balances Without the Impact of the ASC 606 Adoption Effect of Adoption Increase (Decrease) Receivables, net $ 347,425 $ 344,975 $ 2,450 Other current assets 16,761 16,648 113 Deferred charges and other assets 43,364 27,398 15,966 Income taxes payable 1,433 (2,088 ) 3,521 Deferred revenue and customer liabilities 30,176 32,609 (2,433 ) Other accrued expenses and current liabilities 31,235 31,100 135 Other long-term liabilities 31,750 28,021 3,729 Retained earnings 598,788 585,211 13,577 The financial statement line items impacted by the adoption of ASC 606 in the Company’s Consolidated Statement of Operations for the year ended December 31, 2018, including the impact of acquisitions, were as follows, along with the impact per share (in thousands, except per share data): As Reported Balances Without the Impact of the ASC 606 Adoption Effect of Adoption Increase (Decrease) Revenues $ 1,625,687 $ 1,608,731 $ 16,956 Direct salaries and related costs 1,072,907 1,069,667 3,240 Income from operations 63,202 49,486 13,716 Income before income taxes 56,917 43,201 13,716 Income taxes 7,991 4,833 3,158 Net income 48,926 38,368 10,558 Net income per common share: Basic $ 1.16 $ 0.91 $ 0.25 Diluted $ 1.16 $ 0.91 $ 0.25 |
Acquisitions (Tables)
Acquisitions (Tables) - Clearlink [Member] | 12 Months Ended |
Dec. 31, 2018 | |
Summary of Consideration Paid and Transferred | The Clearlink purchase price totaled $207.9 million, consisting of the following: Total Cash (1) $ 209,186 Working capital adjustment (1,278 ) $ 207,908 (1) Funded through borrowings under the Company's credit agreement. See Note 18, Borrowings, for more information. |
Schedule of Revenues and Net Income | The amount of Clearlink’s revenues and net income since the April 1, 2016 acquisition date, included in the Company’s Consolidated Statement of Operations for the period indicated below, was as follows (in thousands): From April 1, 2016 Through December 31, 2016 Revenues $ 123,289 Net income $ 1,563 |
Schedule of Unaudited Pro Forma Combined Revenues and Net Earnings | The following table presents the unaudited pro forma combined revenues and net earnings as if Clearlink had been included in the consolidated results of the Company for the year ended December 31, 2016. The pro forma financial information is not indicative of the results of operations that would have been achieved if the acquisition and related borrowings had taken place on January 1, 2016 (in thousands): Year December Revenues $ 1,493,866 Net income $ 65,662 Net income per common share: Basic $ 1.57 Diluted $ 1.55 |
Merger and Integration Costs | Merger and integration costs associated with Clearlink included in “General and administrative” costs in the accompanying Consolidated Statement of Operations for the year ended December 31, 2016 were as follows (none in 2018 and 2017) (in thousands): Year December Severance costs: Americas $ 135 Transaction and integration costs: Americas 29 Other 4,470 4,499 Total merger and integration costs $ 4,634 |
Costs Associated with Exit or_2
Costs Associated with Exit or Disposal Activities (Tables) | 12 Months Ended |
Dec. 31, 2018 | |
Restructuring And Related Activities [Abstract] | |
Cumulative Total Costs Expected and Incurred to Date Related to Cash and Non-Cash Expenditures Resulting from Exit Plan | The cumulative total costs expected and incurred to date related to cash and non-cash expenditures resulting from the Americas 2018 Exit Plan are outlined below as of December 31, 2018 (in thousands): Cumulative Costs Incurred To Date Lease obligations and facility exit costs (1) $ 7,077 Severance and related costs (2) 3,429 Severance and related costs (1) 1,035 Non-cash impairment charges 5,875 $ 17,416 (1) Related to “General and administrative” costs. (2) Related to “ Direct salaries and related costs. |
Summary of Accrued Liability and Related Charges | The following table summarizes the accrued liability and related charges for the year ended December 31, 2018 (none in 2017 and 2016) (in thousands): Lease Obligations and Facility Exit Costs Severance and Related Costs Total Balance at the beginning of the period $ — $ — $ — Charges included in "Direct salaries and related costs" — 3,429 3,429 Charges included in "General and administrative" 7,077 1,035 8,112 Cash payments (5,643 ) (3,647 ) (9,290 ) Balance sheet reclassifications (1) 335 — 335 Balance at the end of the period $ 1,769 $ 817 $ 2,586 (1) Consists of the reclassification of deferred rent balances to the restructuring liability for locations subject to closure. |
Summary of Company’s Short-term and Long-term Accrued Liability with Exit Plan | The following table summarizes the Company’s short-term and long-term accrued liabilities associated with the Americas 2018 Exit Plan as of December 31, 2018 (none in 2017) (in thousands): December 31, 2018 Lease obligations and facility exit costs: Included in "Accounts payable" $ 100 Included in "Other accrued expenses and current liabilities" 952 Included in "Other long-term liabilities" 717 1,769 Severance and related costs: Included in "Accrued employee compensation and benefits" 793 Included in "Other accrued expenses and current liabilities" 24 817 $ 2,586 |
Fair Value (Tables)
Fair Value (Tables) | 12 Months Ended |
Dec. 31, 2018 | |
Fair Value Disclosures [Abstract] | |
Assets and Liabilities Measured at Fair Value on a Recurring Basis | The Company's assets and liabilities measured at fair value on a recurring basis subject to the requirements of ASC 820 consist of the following (in thousands): Fair Value Measurements Using: Balance at Quoted Prices in Active Markets For Identical Assets Significant Other Observable Inputs Significant Unobservable Inputs December 31, 2018 Level 1 Level 2 Level 3 Assets: Foreign currency forward and option contracts (1) $ 1,068 $ — $ 1,068 $ — Embedded derivatives (1) 10 — — 10 Equity investments held in rabbi trust for the Deferred Compensation Plan (2) 8,075 8,075 — — Debt investments held in rabbi trust for the Deferred Compensation Plan (2) 3,367 3,367 — — $ 12,520 $ 11,442 $ 1,068 $ 10 Liabilities: Foreign currency forward and option contracts (1) $ 2,895 $ — $ 2,895 $ — Embedded derivatives (1) 369 — — 369 $ 3,264 $ — $ 2,895 $ 369 Fair Value Measurements Using: Balance at Quoted Prices in Active Markets For Identical Assets Significant Other Observable Inputs Significant Unobservable Inputs December 31, 2017 Level 1 Level 2 Level 3 Assets: Foreign currency forward and option contracts (1) $ 3,848 $ — $ 3,848 $ — Embedded derivatives (1) 52 — — 52 Equity investments held in rabbi trust for the Deferred Compensation Plan (2) 8,094 8,094 — — Debt investments held in rabbi trust for the Deferred Compensation Plan (2) 3,533 3,533 — — $ 15,527 $ 11,627 $ 3,848 $ 52 Liabilities: Foreign currency forward and option contracts (1) $ 256 $ — $ 256 $ — Embedded derivatives (1) 579 — — 579 $ 835 $ — $ 256 $ 579 (1) See Note 11, Financial Derivatives, for the classification in the accompanying Consolidated Balance Sheets. (2) Included in “Other current assets” in the accompanying Consolidated Balance Sheets. See Note 12, Investments Held in Rabbi Trust. |
Rollforward of Net Asset (Liability) Activity of Fair Value of Embedded Derivatives | A rollforward of the net asset (liability) activity in the Company’s fair value of the embedded derivatives is as follows (in thousands): Years Ended December 31, 2018 2017 2016 Balance at the beginning of the period $ (527 ) $ (555 ) $ — Gains (losses) recognized in "Other income (expense), net" (7 ) (139 ) (714 ) Settlements 158 170 (7 ) Effect of foreign currency 17 (3 ) 166 Balance at the end of the period $ (359 ) $ (527 ) $ (555 ) Change in unrealized gains (losses) included in "Other income (expense), net" related to embedded derivatives held at the end of the period $ 15 $ (325 ) $ 3 |
Rollforward of Fair Value of Contingent Consideration (Liability) | A rollforward of the activity in the Company’s fair value of the contingent consideration (liability) is as follows (none in 2018) (in thousands): Years Ended December 31, 2017 2016 Balance at the beginning of the period $ (6,100 ) $ (6,280 ) Acquisition (1) — (2,779 ) Imputed interest (76 ) (754 ) Fair value gain (loss) adjustments (2) 605 2,250 Settlements 5,760 1,396 Effect of foreign currency (189 ) 67 Balance at the end of the period $ — $ (6,100 ) Change in unrealized gains (losses) included in "General and administrative" related to contingent consideration outstanding at the end of the period $ — $ 2,268 (1) Liabilities acquired as part of the Clearlink acquisition on April 1, 2016. See Note 3, Acquisitions. (2) Included in “General and administrative” costs in the accompanying Consolidated Statements of Operations. |
Summary of Total Impairment Losses Related to Nonrecurring Fair Value Measurements of Certain Assets | The following table summarizes the total impairment losses related to nonrecurring fair value measurements of certain assets (no liabilities) (none in 2016): Total Impairment (Loss) Years Ended December 31, 2018 2017 Americas: Property and equipment, net $ (9,401 ) $ (5,410 ) |
Goodwill and Intangible Assets
Goodwill and Intangible Assets (Tables) | 12 Months Ended |
Dec. 31, 2018 | |
Goodwill And Intangible Assets Disclosure [Abstract] | |
Company's Purchased Intangible Assets | The following table presents the Company’s purchased intangible assets as of December 31, 2018 (in thousands): Gross Intangibles Accumulated Amortization Net Intangibles Weighted Average Amortization Period (years) Intangible assets subject to amortization: Customer relationships $ 189,697 $ (106,502 ) $ 83,195 10 Trade names and trademarks 19,236 (10,594 ) 8,642 8 Non-compete agreements 2,746 (1,724 ) 1,022 3 Content library 517 (517 ) — 2 Proprietary software 1,040 (725 ) 315 4 Intangible assets not subject to amortization: Domain names 80,857 — 80,857 N/A $ 294,093 $ (120,062 ) $ 174,031 5 The following table presents the Company’s purchased intangible assets as of December 31, 2017 (in thousands): Gross Intangibles Accumulated Amortization Net Intangibles Weighted Average Amortization Period (years) Intangible assets subject to amortization: Customer relationships $ 170,853 $ (95,175 ) $ 75,678 10 Trade names and trademarks 14,138 (8,797 ) 5,341 7 Non-compete agreements 1,820 (1,052 ) 768 3 Content library 542 (542 ) — 2 Proprietary software 1,040 (585 ) 455 4 Intangible assets not subject to amortization: Domain names 58,035 — 58,035 N/A $ 246,428 $ (106,151 ) $ 140,277 6 |
Estimated Future Amortization Expense | The Company’s estimated future amortization expense for the succeeding years relating to the purchased intangible assets resulting from acquisitions completed prior to December 31, 2018, is as follows (in thousands): Years Ending December 31, Amount 2019 16,679 2020 14,013 2021 9,437 2022 8,133 2023 7,282 2024 and thereafter 37,630 |
Changes in Goodwill | Changes in goodwill for the year ended December 31, 2018 consist of the following (in thousands): January Acquisition Effect of Foreign Currency December 31, 2018 Americas $ 258,496 $ 2,175 $ (5,235 ) $ 255,436 EMEA 10,769 36,361 (49 ) 47,081 $ 269,265 $ 38,536 $ (5,284 ) $ 302,517 Changes in goodwill for the year ended December 31, 2017 consist of the following (in thousands): January Acquisition Effect of Foreign Currency December 31, 2017 Americas $ 255,842 $ 390 $ 2,264 $ 258,496 EMEA 9,562 — 1,207 10,769 $ 265,404 $ 390 $ 3,471 $ 269,265 (1) See Note 3, Acquisitions, for further information. |
Receivables, Net (Tables)
Receivables, Net (Tables) | 12 Months Ended |
Dec. 31, 2018 | |
Receivables [Abstract] | |
Receivables, Net | The Company’s trade accounts receivable, net, consists of the following (in thousands): December 31, 2018 January 1, 2018 Trade accounts receivable, net, current (1) $ 335,377 $ 332,014 Trade accounts receivable, net, noncurrent (2) 15,948 2,078 $ 351,325 $ 334,092 (1) Included in “Receivables, net” in the accompanying Consolidated Balance Sheets. The January 1, 2018 balance includes the $0.8 million adjustment recorded upon adoption of ASC 606. (2) Included in “Deferred charges and other assets” in the accompanying Consolidated Balance Sheets. The January 1, 2018 balance includes a $2.1 million adjustment recorded upon adoption of ASC 606. Receivables, net consist of the following (in thousands): December 31, 2018 2017 Trade accounts receivable, current $ 338,473 $ 334,147 Income taxes receivable 916 4,138 Other 11,132 6,631 Receivables, gross 350,521 344,916 Less: Allowance for doubtful accounts 3,096 2,958 Receivables, net $ 347,425 $ 341,958 Allowance for doubtful accounts as a percent of trade accounts receivable, current 0.9 % 0.9 % |
Prepaid Expenses (Tables)
Prepaid Expenses (Tables) | 12 Months Ended |
Dec. 31, 2018 | |
Text Block [Abstract] | |
Prepaid Expenses, Net | Prepaid expenses consist of the following (in thousands): December 31, 2018 2017 Prepaid maintenance $ 5,888 $ 7,773 Prepaid insurance 4,500 4,380 Prepaid software 3,499 1,638 Prepaid rent 3,471 3,767 Prepaid other 6,396 4,574 $ 23,754 $ 22,132 |
Other Current Assets (Tables)
Other Current Assets (Tables) | 12 Months Ended |
Dec. 31, 2018 | |
Deferred Costs Capitalized Prepaid And Other Assets Disclosure [Abstract] | |
Other Current Assets, Net | Other current assets consist of the following (in thousands): December 31, 2018 2017 Investments held in rabbi trust (Note 12) $ 11,442 $ 11,627 Deferred rent 1,867 1,936 Financial derivatives (Note 11) 1,078 3,857 Other current assets 2,374 2,323 $ 16,761 $ 19,743 |
Financial Derivatives (Tables)
Financial Derivatives (Tables) | 12 Months Ended |
Dec. 31, 2018 | |
Derivative Instruments And Hedging Activities Disclosure [Abstract] | |
Deferred Gains (Losses) and Related Taxes on Cash Flow Hedges | The deferred gains (losses) and related taxes on the Company’s cash flow hedges recorded in “Accumulated other comprehensive income (loss)” (“AOCI”) in the accompanying Consolidated Balance Sheets are as follows (in thousands): December 31, 2018 2017 Deferred gains (losses) in AOCI $ (1,825 ) $ 2,550 Tax on deferred gains (losses) in AOCI (39 ) (79 ) Deferred gains (losses) in AOCI, net of taxes $ (1,864 ) $ 2,471 Deferred gains (losses) expected to be reclassified to "Revenues" from AOCI during the next twelve months $ (1,825 ) |
Outstanding Foreign Currency Forward Contracts, Options and Embedded Derivatives | The Company had the following outstanding foreign currency forward contracts and options, and embedded derivatives (in thousands): December 31, 2018 December 31, 2017 Contract Type Notional Amount in USD Settle Through Date Notional Amount in USD Settle Through Date Cash flow hedges: Options: US Dollars/Philippine Pesos $ 26,250 December 2019 $ 78,000 December 2018 Forwards: US Dollars/Philippine Pesos 39,000 September 2019 3,000 June 2018 US Dollars/Costa Rican Colones 67,000 December 2019 70,000 March 2019 Non-designated hedges: Forwards 19,261 November 2021 9,253 March 2018 Embedded derivatives 14,069 April 2030 13,519 April 2030 |
Derivative Instruments Fair Value | The following tables present the fair value of the Company’s derivative instruments included in the accompanying Consolidated Balance Sheets (in thousands): Derivative Assets December 31, 2018 December 31, 2017 Fair Value Fair Value Derivatives designated as cash flow hedging instruments under ASC 815: Foreign currency forward and option contracts (1) $ 1,038 $ 3,604 Derivatives not designated as hedging instruments under ASC 815: Foreign currency forward contracts (1) 30 244 Embedded derivatives (1) 10 9 Embedded derivatives (2) — 43 Total derivative assets $ 1,078 $ 3,900 Derivative Liabilities December 31, 2018 December 31, 2017 Fair Value Fair Value Derivatives designated as cash flow hedging instruments under ASC 815: Foreign currency forward and option contracts (3) $ 2,604 $ 175 Foreign currency forward and option contracts (4) — 81 2,604 256 Derivatives not designated as hedging instruments under ASC 815: Foreign currency forward contracts (3) 247 — Foreign currency forward contracts (4) 44 — Embedded derivatives (3) 8 189 Embedded derivatives (4) 361 390 Total derivative liabilities $ 3,264 $ 835 (1) Included in "Other current assets" in the accompanying Consolidated Balance Sheets. (2) Included in "Deferred charges and other assets" in the accompanying Consolidated Balance Sheets. (3) Included in "Other accrued expenses and current liabilities" in the accompanying Consolidated Balance Sheets. (4) Included in "Other long-term liabilities" in the accompanying Consolidated Balance Sheets. |
Effect of the Company's Derivative Instruments | The following table presents the effect of the Company’s derivative instruments included in the accompanying Consolidated Financial Statements for the years ended December 31, 2018, 2017 and 2016 (in thousands): Gain (Loss) Recognized in AOCI on Derivatives (Effective Portion) Gain (Loss) Reclassified From AOCI Into "Revenues" (Effective Portion) Gain (Loss) Recognized in "Revenues" on Derivatives (Ineffective Portion and Amount Excluded from Effectiveness Testing) December 31, December 31, December 31, 2018 2017 2016 2018 2017 2016 2018 2017 2016 Derivatives designated as cash flow hedging instruments under ASC 815: Foreign currency forward and option contracts $ (4,259 ) $ 2,277 $ (2,308 ) $ (26 ) $ (2,536 ) $ (553 ) $ (28 ) $ (1 ) $ (5 ) Derivatives designated as net investment hedging instruments under ASC 815: Foreign currency forward contracts — (8,352 ) 3,409 — — — — — — $ (4,259 ) $ (6,075 ) $ 1,101 $ (26 ) $ (2,536 ) $ (553 ) $ (28 ) $ (1 ) $ (5 ) The following table presents the gains (losses) recognized in “Other income (expense), net” of the Company’s derivative instruments included in the accompanying Consolidated Financial Statements for the years ended December 31, 2018, 2017 and 2016 (in thousands): Years Ended December 31, 2018 2017 2016 Derivatives not designated as hedging instruments under ASC 815: Foreign currency forward contracts $ (1,744 ) $ 282 $ (1,556 ) Embedded derivatives (7 ) (139 ) (714 ) $ (1,751 ) $ 143 $ (2,270 ) |
Investments Held in Rabbi Tru_2
Investments Held in Rabbi Trust (Tables) | 12 Months Ended |
Dec. 31, 2018 | |
Investments Debt And Equity Securities [Abstract] | |
Investments Held in Rabbi Trust, Classified as Trading | The Company’s investments held in rabbi trust, classified as trading securities and included in “Other current assets” in the accompanying Consolidated Balance Sheets, at fair value, consist of the following (in thousands): December 31, 2018 December 31, 2017 Cost Fair Value Cost Fair Value Mutual funds $ 8,864 $ 11,442 $ 8,096 $ 11,627 |
Components of Investment Income (Losses), Included in Other Income (Expense), Net in Accompanying Consolidated Statements of Operations | The mutual funds held in the rabbi trust were 71% equity-based and 29% debt-based as of December 31, 2018. Net investment income (losses), included in “Other income (expense), net” in the accompanying Consolidated Statements of Operations consists of the following (in thousands): Years Ended December 31, 2018 2017 2016 Net realized gains (losses) from sale of trading securities $ 10 $ 195 $ 241 Dividend and interest income 635 422 92 Net unrealized holding gains (losses) (1,512 ) 1,002 249 (867 ) 1,619 $ 582 |
Property and Equipment, Net (Ta
Property and Equipment, Net (Tables) | 12 Months Ended |
Dec. 31, 2018 | |
Property Plant And Equipment [Abstract] | |
Property and Equipment, Net | Property and equipment, net consists of the following (in thousands): December 31, 2018 2017 Land $ 2,185 $ 3,217 Buildings and leasehold improvements 129,582 135,100 Equipment, furniture and fixtures 298,537 312,636 Capitalized internally developed software costs 41,883 34,886 Transportation equipment 636 556 Construction in progress 2,253 7,462 475,076 493,857 Less: Accumulated depreciation 339,658 333,067 $ 135,418 $ 160,790 |
Capitalized Internally Developed Software, Net of Depreciation | Capitalized internally developed software, net of depreciation, included in “Property and equipment, net” in the accompanying Consolidated Balance Sheets was as follows (in thousands): December 31, 2018 2017 Capitalized internally developed software costs, net $ 18,352 $ 15,876 |
Deferred Charges and Other As_2
Deferred Charges and Other Assets (Tables) | 12 Months Ended |
Dec. 31, 2018 | |
Deferred Costs Capitalized Prepaid And Other Assets Disclosure [Abstract] | |
Components of Deferred Charges and Other Assets | Deferred charges and other assets consist of the following (in thousands): December 31, 2018 2017 Trade accounts receivable, net, noncurrent (Note 2) $ 15,948 $ — Equity method investments (Note 1) 9,702 10,341 Net deferred tax assets, noncurrent (Note 20) 5,797 6,657 Rent and other deposits 5,687 5,379 Value added tax receivables, net, noncurrent 519 548 Other 5,711 6,268 $ 43,364 $ 29,193 |
Accrued Employee Compensation_2
Accrued Employee Compensation and Benefits (Tables) | 12 Months Ended |
Dec. 31, 2018 | |
Text Block [Abstract] | |
Components of Accrued Employee Compensation and Benefits | Accrued employee compensation and benefits consist of the following (in thousands): December 31, 2018 2017 Accrued compensation $ 34,095 $ 42,505 Accrued bonus and commissions 19,835 22,523 Accrued vacation 19,019 18,848 Accrued employment taxes 15,598 11,412 Accrued severance and related costs (Note 4) 793 — Other 6,473 7,611 $ 95,813 $ 102,899 |
Other Accrued Expenses and Cu_2
Other Accrued Expenses and Current Liabilities (Tables) | 12 Months Ended |
Dec. 31, 2018 | |
Payables And Accruals [Abstract] | |
Other Accrued Expenses and Current Liabilities | Other accrued expenses and current liabilities consist of the following (in thousands): December 31, 2018 2017 Deferred Symphony acquisition purchase price (Note 3) $ 3,394 $ — Accrued legal and professional fees 3,380 3,417 Accrued rent 3,283 2,983 Financial derivatives (Note 11) 2,859 364 Accrued customer-acquisition advertising costs (Note 1) 2,831 403 Accrued telephone charges 2,000 1,515 Accrued roadside assistance claim costs 1,330 2,011 Accrued utilities 1,148 1,694 Accrued restructuring (Note 4) 976 — Other 10,034 18,501 $ 31,235 $ 30,888 |
Deferred Grants (Tables)
Deferred Grants (Tables) | 12 Months Ended |
Dec. 31, 2018 | |
Text Block [Abstract] | |
Schedule of Deferred Grants, Net of Accumulated Amortization | Deferred grants, net of accumulated amortization, consist of the following (in thousands): December 31, 2018 2017 Property grants $ 1,983 $ 2,843 Lease grants 369 507 Employment grants 13 61 Total deferred grants 2,365 3,411 Less: Lease grants - short-term (1) (111 ) (117 ) Less: Employment grants - short-term (1) (13 ) (61 ) Total long-term deferred grants $ 2,241 $ 3,233 (1) Included in "Other accrued expenses and current liabilities" in the accompanying Consolidated Balance Sheets. |
Borrowings (Tables)
Borrowings (Tables) | 12 Months Ended |
Dec. 31, 2018 | |
Debt Disclosure [Abstract] | |
Information Related to Credit Agreements | The following table presents information related to our credit agreements (dollars in thousands): Years Ended December 31, 2018 2017 2016 Average daily utilization $ 106,189 $ 268,775 $ 222,612 Interest expense (1), (2) $ 3,817 $ 6,668 $ 3,952 Weighted average interest rate (2) 3.6 % 2.5 % 1.8 % (1) Excludes the amortization of deferred loan fees. (2) Includes the commitment fee. |
Accumulated Other Comprehensi_2
Accumulated Other Comprehensive Income (Loss) (Tables) | 12 Months Ended |
Dec. 31, 2018 | |
Equity [Abstract] | |
Components of Accumulated Other Comprehensive Income (Loss) | The components of accumulated other comprehensive income (loss) consist of the following (in thousands): Foreign Currency Translation Adjustments Unrealized Gain (Loss) on Net Investment Hedge Unrealized Gain (Loss) on Cash Flow Hedging Instruments Unrealized Actuarial Gain (Loss) Related to Pension Liability Unrealized Gain (Loss) on Postretirement Obligation Total Balance at January 1, 2016 $ (58,601 ) $ 4,170 $ (527 ) $ 1,029 $ 267 $ (53,662 ) Pre-tax amount (13,832 ) 3,409 (2,313 ) 212 (9 ) (12,533 ) Tax (provision) benefit — (1,313 ) 72 (8 ) — (1,249 ) Reclassification of (gain) loss to net income — — 527 (52 ) (58 ) 417 Foreign currency translation 40 — 16 (56 ) — — Balance at December 31, 2016 (72,393 ) 6,266 (2,225 ) 1,125 200 (67,027 ) Pre-tax amount 36,101 (8,352 ) 2,276 527 (30 ) 30,522 Tax (provision) benefit — 3,132 (54 ) (18 ) — 3,060 Reclassification of (gain) loss to net income — — 2,444 (53 ) (50 ) 2,341 Foreign currency translation (23 ) — 30 (7 ) — — Balance at December 31, 2017 (36,315 ) 1,046 2,471 1,574 120 (31,104 ) Pre-tax amount (22,158 ) — (4,287 ) 783 — (25,662 ) Tax (provision) benefit — — 84 47 — 131 Reclassification of (gain) loss to net income — — 6 (66 ) (80 ) (140 ) Foreign currency translation 220 — (138 ) (82 ) — — Balance at December 31, 2018 $ (58,253 ) $ 1,046 $ (1,864 ) $ 2,256 $ 40 $ (56,775 ) |
Amounts Reclassified to Net Income from Accumulated Other Comprehensive Income (Loss) | The following table summarizes the amounts reclassified to net income from accumulated other comprehensive income (loss) and the associated line item in the accompanying Consolidated Statements of Operations (in thousands): Years Ended December 31, Statements Operations 2018 2017 2016 Location Gain (loss) on cash flow hedging instruments: (1) Pre-tax amount $ (54 ) $ (2,537 ) $ (558 ) Revenues Tax (provision) benefit 48 93 31 Income taxes Reclassification to net income (6 ) (2,444 ) (527 ) Actuarial gain (loss) related to pension liability: (2) Pre-tax amount 58 43 40 Other income (expense), net Tax (provision) benefit 8 10 12 Income taxes Reclassification to net income 66 53 52 Gain (loss) on postretirement obligation: (2),(3) Reclassification to net income 80 50 58 Other income (expense), net $ 140 $ (2,341 ) $ (417 ) (1) See Note 11, Financial Derivatives, for further information. (2) See Note 23, Defined Benefit Pension Plan and Postretirement Benefits, for further information. (3) No related tax (provision) benefit. |
Income Taxes (Tables)
Income Taxes (Tables) | 12 Months Ended |
Dec. 31, 2018 | |
Income Tax Disclosure [Abstract] | |
Income From Continuing Operations Before Income Taxes | The income before income taxes consists of the following (in thousands): Years Ended December 31, 2018 2017 2016 Domestic (U.S., state and local) $ 6,971 $ 9,662 $ 34,761 Foreign 49,946 71,645 54,123 $ 56,917 $ 81,307 $ 88,884 |
Significant Components of Income Tax Provision | Significant components of the income tax provision are as follows (in thousands): Years Ended December 31, 2018 2017 2016 Current: U.S. federal $ (492 ) $ 29,986 $ 9,514 State and local 54 855 1,958 Foreign 9,938 10,342 12,683 Total current provision for income taxes 9,500 41,183 24,155 Deferred: U.S. federal (498 ) 7,919 2,007 State and local (85 ) 922 (526 ) Foreign (926 ) (933 ) 858 Total deferred provision (benefit) for income taxes (1,509 ) 7,908 2,339 $ 7,991 $ 49,091 $ 26,494 |
Significant Portions of Deferred Income Tax Provision (Benefit) Due to Temporary Differences | The temporary differences that give rise to significant portions of the deferred income tax provision (benefit) are as follows (in thousands): Years Ended December 31, 2018 2017 2016 Net operating loss and tax credit carryforwards $ (613 ) $ 1,231 $ 285 Accrued expenses/liabilities (2,512 ) 16,470 1,173 Depreciation and amortization 101 (10,571 ) 1,286 Valuation allowance 1,558 (1,441 ) 901 Deferred statutory income 6 2,479 (1,394 ) Other (49 ) (260 ) 88 $ (1,509 ) $ 7,908 $ 2,339 |
Reconciliation of Income Tax Provision | Years Ended December 31, 2018 2017 2016 Tax at U.S. federal statutory tax rate $ 11,953 $ 28,457 $ 31,109 State income taxes, net of federal tax benefit (31 ) 594 1,432 Foreign rate differential (4,620 ) (14,736 ) (15,837 ) Tax holidays (4,050 ) (2,951 ) (3,314 ) Permanent differences 12,150 8,749 12,768 Tax credits (8,979 ) (5,102 ) (4,396 ) Foreign withholding and other taxes (840 ) 2,661 2,667 Valuation allowance 1,549 (1,689 ) 994 Uncertain tax positions 771 (1,812 ) 398 Statutory tax rate changes 96 2,536 242 2017 Tax Reform Act (217 ) 32,705 — Other 209 (321 ) 431 Total provision for income taxes $ 7,991 $ 49,091 $ 26,494 |
Significant Portions of Deferred Tax Assets and Liabilities Due to Temporary Differences | The temporary differences that give rise to significant portions of the deferred tax assets and liabilities are presented below (in thousands): December 31, 2018 2017 Deferred tax assets: Net operating loss and tax credit carryforwards $ 34,565 $ 33,803 Valuation allowance (32,299 ) (32,443 ) Accrued expenses 9,500 9,938 Deferred revenue and customer liabilities 4,138 4,544 Depreciation and amortization 1,693 1,628 Other 413 229 18,010 17,699 Deferred tax liabilities: Depreciation and amortization (13,199 ) (12,999 ) Deferred statutory income (838 ) (938 ) Accrued liabilities (1,779 ) (2,849 ) Other (253 ) (258 ) (16,069 ) (17,044 ) Net deferred tax assets $ 1,941 $ 655 |
Schedule of Deferred Tax Assets and Liabilities Classifications | December 31, 2018 2017 Classified as follows: Deferred charges and other assets (Note 14) $ 5,797 $ 6,657 Other long-term liabilities (3,856 ) (6,002 ) Net deferred tax assets $ 1,941 $ 655 |
Reconciliation of Amounts of Unrecognized Net Tax Benefits | The tabular reconciliation of the amounts of unrecognized net tax benefits is presented below (in thousands): Years Ended December 31, 2018 2017 2016 Balance at the beginning of the period $ 1,342 $ 8,531 $ 8,116 Current period tax position increases 2,950 — — Decreases from settlements with tax authorities (191 ) (10,865 ) — Decreases due to lapse in applicable statute of limitations (1,310 ) (466 ) — Foreign currency translation increases (decreases) (71 ) 4,142 415 Balance at the end of the period $ 2,720 $ 1,342 $ 8,531 |
Earnings Per Share (Tables)
Earnings Per Share (Tables) | 12 Months Ended |
Dec. 31, 2018 | |
Earnings Per Share [Abstract] | |
Numbers of Shares Used in Earnings Per Share Computation | The numbers of shares used in the earnings per share computation are as follows (in thousands): Years Ended December 31, 2018 2017 2016 Basic: Weighted average common shares outstanding 42,090 41,822 41,847 Diluted: Dilutive effect of stock appreciation rights, restricted stock, restricted stock units and shares held in rabbi trust 156 319 392 Total weighted average diluted shares outstanding 42,246 42,141 42,239 Anti-dilutive shares excluded from the diluted earnings per share calculation 44 46 20 |
Shares Repurchased | The shares repurchased under the Company’s share repurchase programs were as follows (none in 2018 and 2017) (in thousands, except per share amounts): Total Number of Shares Range of Prices Paid Per Share Total Cost of Shares For the Year Ended Repurchased Low High Repurchased December 31, 2016 390 $ 27.81 $ 30.00 $ 11,144 |
Commitments and Loss Continge_2
Commitments and Loss Contingency (Tables) | 12 Months Ended |
Dec. 31, 2018 | |
Commitments And Contingencies Disclosure [Abstract] | |
Rental Expense under Operating Leases | Rental expense, primarily included in “General and administrative” in the accompanying Consolidated Statements of Operations, under operating leases was as follows (in thousands): Years Ended December 31, 2018 2017 2016 Rental expense $ 67,980 $ 59,906 $ 55,584 |
Schedule of Future Minimum Rental Payments for Operating Leases | The following is a schedule of future minimum rental payments required under operating leases that have noncancelable lease terms as of December 31, 2018 (in thousands): Amount 2019 $ 53,071 2020 48,770 2021 43,324 2022 34,063 2023 22,583 2024 and thereafter 51,456 $ 253,267 |
Schedule of Future Minimum Purchases Remaining under Agreements | The following is a schedule of future minimum purchases remaining under the agreements as of December 31, 2018 (in thousands): Amount 2019 $ 61,281 2020 16,308 2021 2,216 2022 1,021 2023 525 2024 and thereafter — $ 81,351 |
Defined Benefit Pension Plan _2
Defined Benefit Pension Plan and Postretirement Benefits (Tables) | 12 Months Ended |
Dec. 31, 2018 | |
Compensation And Retirement Disclosure [Abstract] | |
Reconciliation of the Change in the Benefit Obligation | The following table provides a reconciliation of the change in the benefit obligation for the Pension Plans and the net amount recognized, included in “Other long-term liabilities,” in the accompanying Consolidated Balance Sheets (in thousands): December 31, 2018 2017 Balance at the beginning of the period $ 3,642 $ 3,551 Service cost 448 443 Interest cost 196 194 Actuarial (gains) losses (783 ) (521 ) Benefits paid (32 ) (3 ) Effect of foreign currency translation (189 ) (22 ) Balance at the end of the period $ 3,282 $ 3,642 Unfunded status (3,282 ) (3,642 ) Net amount recognized $ (3,282 ) $ (3,642 ) |
Benefit Obligations and Net Periodic Benefit Cost for the Pension Plans | The actuarial assumptions used to determine the benefit obligations and net periodic benefit cost for the Pension Plans were as follows: Years Ended December 31, 2018 2017 2016 Discount rate 7.4-7.5% 5.5-5.6% 5.5-5.6% Rate of compensation increase 2.0 % 2.0 % 2.0 % |
Net Periodic Benefit Cost and Other Accumulated Comprehensive Income for Pension Plans | The following table provides information about the net periodic benefit cost and other accumulated comprehensive income for the Pension Plans (in thousands): Years Ended December 31, 2018 2017 2016 Service cost $ 448 $ 443 $ 443 Interest cost 196 194 165 Recognized actuarial (gains) (58 ) (43 ) (40 ) Net periodic benefit cost 586 594 568 Unrealized net actuarial (gains), net of tax (2,256 ) (1,574 ) (1,126 ) Total amount recognized in net periodic benefit cost and accumulated other comprehensive income (loss) $ (1,670 ) $ (980 ) $ (558 ) |
Estimated Future Benefit Payments for Expected Future Service | The estimated future benefit payments, which reflect expected future service, as appropriate, are as follows (in thousands): Years Ending December 31, Amount 2019 $ 331 2020 109 2021 108 2022 94 2023 130 2024 - 2028 1,035 |
Company's Contributions to Employee Retirement Savings Plans | The Company’s contributions included in the accompanying Consolidated Statements of Operations were as follows (in thousands): Years Ended December 31, 2018 2017 2016 401(k) plan contributions $ 1,612 $ 1,502 $ 969 |
Post-Retirement Benefit Obligation and Unrealized Gain (Losses) | The postretirement benefit obligation included in “Other long-term liabilities” and the unrealized gains (losses) included in “Accumulated other comprehensive income” in the accompanying Consolidated Balance Sheets were as follows (in thousands): December 31, 2018 2017 Postretirement benefit obligation $ 12 $ 15 Unrealized gains (losses) in AOCI (1) 40 120 (1) |
Stock-Based Compensation (Table
Stock-Based Compensation (Tables) | 12 Months Ended |
Dec. 31, 2018 | |
Stock-Based Compensation Expense, Income Tax Benefits Related to Stock-Based Compensation and Excess Tax Benefits (Provision) Recorded by Company | The following table summarizes the stock-based compensation expense (primarily in the Americas), income tax benefits related to the stock-based compensation and excess tax benefits for all grants of stock-based compensation, both plan related and non-plan related (in thousands): Years Ended December 31, 2018 2017 2016 Stock-based compensation (expense) (1) $ (7,543 ) $ (7,621 ) $ (10,779 ) Income tax benefit (2) 1,810 2,858 4,150 Excess tax benefit from stock-based compensation (3) — — 2,098 (1) Included in "General and administrative" costs in the accompanying Consolidated Statements of Operations. (2) Included in "Income taxes" in the accompanying Consolidated Statements of Operations. (3) Included in "Additional paid-in capital" in the accompanying Consolidated Statements of Changes in Shareholders' Equity. |
Stock Appreciation Rights (SARs) [Member] | 2011 Equity Incentive Plan [Member] | |
Summary of Assumptions Used to Estimate Fair Value | The following table summarizes the assumptions used to estimate the fair value of SARs granted: Years Ended December 31, 2018 2017 2016 Expected volatility 21.4 % 19.3 % 25.3 % Weighted-average volatility 21.4 % 19.3 % 25.3 % Expected dividend rate 0.0 % 0.0 % 0.0 % Expected term (in years) 5.0 5.0 5.0 Risk-free rate 2.5 % 1.9 % 1.5 % |
Summary of Stock Appreciation Rights Activity | The following table summarizes SARs activity as of December 31, 2018 and for the year then ended: Stock Appreciation Rights Shares (000s) Weighted Average Exercise Price Weighted Average Remaining Contractual Term (in years) Aggregate Intrinsic Value (000s) Balance at the beginning of the period 734 $ — Granted 333 $ — Exercised (62 ) $ — Forfeited or expired (43 ) $ — Balance at the end of the period 962 $ — 8.1 $ 167 Vested or expected to vest at the end of the period 962 $ — 8.1 $ 167 Exercisable at the end of the period 344 $ — 7.0 $ 167 |
Summary of Weighted Average Grant-Date Fair Value of Common Stock Units and Share Awards Granted and Vested | The following table summarizes information regarding SARs granted and exercised (in thousands, except per SAR amounts): Years Ended December 31, 2018 2017 2016 Number of SARs granted 333 396 323 Weighted average grant-date fair value per SAR $ 6.84 $ 6.24 $ 7.68 Intrinsic value of SARs exercised $ 320 $ 1,763 $ 1,691 Fair value of SARs vested $ 1,950 $ 1,846 $ 1,520 |
Summary of Nonvested Common Stock Units and Share Awards | The following table summarizes nonvested SARs activity as of December 31, 2018 and for the year then ended: Nonvested Stock Appreciation Rights Shares (000s) Weighted Average Grant-Date Fair Value Balance at the beginning of the period 600 $ 6.88 Granted 333 $ 6.84 Vested (272 ) $ 7.16 Forfeited or expired (43 ) $ 6.75 Balance at the end of the period 618 $ 6.74 |
Restricted Shares and Restricted Stock Units (RSU's) [Member] | 2011 Equity Incentive Plan [Member] | |
Summary of Weighted Average Grant-Date Fair Value of Common Stock Units and Share Awards Granted and Vested | The following table summarizes information regarding restricted shares/RSUs granted and vested (in thousands, except per restricted share/RSU amounts): Years Ended December 31, 2018 2017 2016 Number of restricted shares/RSUs granted 492 480 451 Weighted average grant-date fair value per restricted share/RSU $ 28.16 $ 29.42 $ 30.32 Fair value of restricted shares/RSUs vested $ 8,342 $ 6,868 $ 6,785 |
Summary of Nonvested Common Stock Units and Share Awards | The following table summarizes nonvested restricted shares/RSUs activity as of December 31, 2018 and for the year then ended: Nonvested Restricted Shares and RSUs Shares (000s) Weighted Average Grant-Date Fair Value Balance at the beginning of the period 1,109 $ 28.50 Granted 492 $ 28.16 Vested (323 ) $ 25.78 Forfeited or expired (134 ) $ 28.23 Balance at the end of the period 1,144 $ 29.15 |
Restricted Shares and Restricted Stock Units (RSU's) [Member] | Acquisition-Related Restricted Shares [Member] | Symphony [Member] | |
Summary of Weighted Average Grant-Date Fair Value of Common Stock Units and Share Awards Granted and Vested | The following table summarizes information regarding acquisition-related RSUs granted and vested (in thousands, except per restricted share/RSU amounts): Year Ended December 31, 2018 Number of restricted shares/RSUs granted 124 Weighted average grant-date fair value per restricted share/RSU $ 30.67 Fair value of restricted shares/RSUs vested $ — |
Summary of Nonvested Common Stock Units and Share Awards | The following table summarizes nonvested acquisition-related RSUs activity as of December 31, 2018 and for the year then ended: Nonvested Restricted Shares and RSUs Shares (000s) Weighted Average Grant-Date Fair Value Balance at the beginning of the period — $ — Granted 124 $ 30.67 Vested — $ — Forfeited or expired — $ — Balance at the end of the period 124 $ 30.67 |
Common Stock Awards [Member] | Non-Employee Director Fee Plan [Member] | |
Summary of Weighted Average Grant-Date Fair Value of Common Stock Units and Share Awards Granted and Vested | The following table summarizes information regarding common stock share awards granted and vested (in thousands, except per share award amounts): Years Ended December 31, 2018 2017 2016 Number of share awards granted 34 24 32 Weighted average grant-date fair value per share award $ 27.68 $ 32.93 $ 29.04 Fair value of share awards vested $ 880 $ 850 $ 850 |
Summary of Nonvested Common Stock Units and Share Awards | The following table summarizes nonvested common stock share award activity as of December 31, 2018 and for the year then ended: Nonvested Common Stock Share Awards Shares (000s) Weighted Average Grant-Date Fair Value Balance at the beginning of the period 8 $ 32.21 Granted 34 $ 27.68 Vested (31 ) $ 28.80 Forfeited or expired (2 ) $ 27.68 Balance at the end of the period 9 $ 27.72 |
Common Stock Awards [Member] | Deferred Compensation Plan [Member] | |
Summary of Weighted Average Grant-Date Fair Value of Common Stock Units and Share Awards Granted and Vested | The following table summarizes information regarding shares of common stock granted and vested (in thousands, except per common stock amounts): Years Ended December 31, 2018 2017 2016 Number of shares of common stock granted 16 13 8 Weighted average grant-date fair value per common stock $ 28.48 $ 30.49 $ 29.36 Fair value of common stock vested $ 315 $ 334 $ 255 Cash used to settle the obligation $ 804 $ 1,134 $ 396 |
Summary of Nonvested Common Stock Units and Share Awards | The following table summarizes nonvested common stock activity as of December 31, 2018 and for the year then ended: Nonvested Common Stock Shares (000s) Weighted Average Grant-Date Fair Value Balance at the beginning of the period 3 $ 29.56 Granted 16 $ 28.48 Vested (11 ) $ 28.41 Forfeited or expired — $ — Balance at the end of the period 8 $ 29.01 |
Segments and Geographic Infor_2
Segments and Geographic Information (Tables) | 12 Months Ended |
Dec. 31, 2018 | |
Company's Reportable Segments | Information about the Company’s reportable segments is as follows (in thousands): Americas EMEA Other (1) Consolidated Year Ended December 31, 2018: Revenues $ 1,330,638 $ 294,954 $ 95 $ 1,625,687 Percentage of revenues 81.9 % 18.1 % 0.0 % 100.0 % Depreciation, net $ 48,378 $ 5,952 $ 3,020 $ 57,350 Amortization of intangibles $ 14,287 $ 1,255 $ — $ 15,542 Income (loss) from operations $ 108,021 $ 16,507 $ (61,326 ) $ 63,202 Total other income (expense), net (6,285 ) (6,285 ) Income taxes (7,991 ) (7,991 ) Net income $ 48,926 Year Ended December 31, 2017: Revenues $ 1,325,643 $ 260,283 $ 82 $ 1,586,008 Percentage of revenues 83.6 % 16.4 % 0.0 % 100.0 % Depreciation, net $ 47,730 $ 5,211 $ 3,031 $ 55,972 Amortization of intangibles $ 20,144 $ 938 $ — $ 21,082 Income (loss) from operations $ 136,386 $ 16,067 $ (65,411 ) $ 87,042 Total other income (expense), net (5,735 ) (5,735 ) Income taxes (49,091 ) (49,091 ) Net income $ 32,216 Year Ended December 31, 2016: Revenues $ 1,220,818 $ 239,089 $ 130 $ 1,460,037 Percentage of revenues 83.6 % 16.4 % 0.0 % 100.0 % Depreciation, net $ 42,436 $ 4,532 $ 2,045 $ 49,013 Amortization of intangibles $ 18,329 $ 1,048 $ — $ 19,377 Income (loss) from operations $ 140,256 $ 18,380 $ (66,263 ) $ 92,373 Total other income (expense), net (3,489 ) (3,489 ) Income taxes (26,494 ) (26,494 ) Net income $ 62,390 (1) Other items (including corporate and other costs, other income and expense, and income taxes) are shown for purposes of reconciling to the Company’s consolidated totals as shown in the tables above for the years ended December 31, 2018, 2017 and 2016. Inter-segment revenues are not material to the Americas and EMEA segment results. |
Operations by Geographic Location | The following table represents a disaggregation of revenue from contracts with customers by geographic location for the years ended December 31, 2018, 2017 and 2016, by the reportable segment for each category (in thousands): Years Ended December 31, 2018 2017 2016 Americas: United States $ 668,580 $ 644,870 $ 578,753 The Philippines 231,966 241,211 235,333 Costa Rica 127,963 132,542 124,823 Canada 102,353 112,367 115,226 El Salvador 81,156 75,800 69,937 People's Republic of China 34,942 38,880 34,851 Australia 31,811 28,442 24,267 Mexico 24,998 25,496 18,167 Colombia 18,067 16,042 8,901 Other 8,802 9,993 10,560 Total Americas 1,330,638 1,325,643 1,220,818 EMEA: Germany 91,703 81,634 78,982 Sweden 55,491 56,843 59,313 United Kingdom 57,308 42,247 38,167 Romania 34,205 27,924 21,387 Other 56,247 51,635 41,240 Total EMEA 294,954 260,283 239,089 Total Other 95 82 130 $ 1,625,687 $ 1,586,008 $ 1,460,037 The Company’s long-lived assets, including property and equipment, net and intangibles, net, by geographic location were as follows (in thousands): December 31, 2018 2017 Americas: United States $ 197,167 $ 219,476 The Philippines 9,840 15,199 Costa Rica 6,511 9,170 Canada 4,654 6,400 El Salvador 4,810 4,048 People's Republic of China 3,379 3,840 Australia 13,693 1,256 Mexico 4,077 2,812 Colombia 2,371 2,710 Other 2,882 1,772 Total Americas 249,384 266,683 EMEA: Germany 3,395 2,460 Sweden 1,222 1,171 United Kingdom 28,036 3,016 Romania 1,965 1,929 Other 8,468 7,241 Total EMEA 43,086 15,817 Total Other 16,979 18,567 $ 309,449 $ 301,067 Goodwill by segment was as follows (in thousands): December 31, 2018 2017 Americas $ 255,436 $ 258,496 EMEA 47,081 10,769 $ 302,517 $ 269,265 |
Other than AT&T Corporation [Member] | |
Revenues by Segment from Major Customers | Other than AT&T, total revenues by segment of the Company’s clients that each individually represents 10% or greater of that segment’s revenues in each of the periods were as follows (in thousands): Years Ended December 31, 2018 2017 2016 Amount % Amount % Amount % Americas $ — 0.0% $ — 0.0% $ — 0.0% EMEA 104,856 35.5% 104,829 40.3% 96,115 40.2% $ 104,856 6.4% $ 104,829 6.6% $ 96,115 6.6% |
AT&T Corporation [Member] | |
Revenues by Segment from Major Customers | Total revenues by segment from AT&T Corporation (“AT&T”), a major provider of communication services for which the Company provides various customer support services over several distinct lines of AT&T businesses, were as follows (in thousands): Years Ended December 31, 2018 2017 2016 Amount % Amount % Amount % Americas $ 164,793 12.4% $ 220,010 16.6% $ 239,033 19.6% EMEA 179 0.1% — 0.0% — 0.0% $ 164,972 10.1% $ 220,010 13.9% $ 239,033 16.4% |
Next Largest Client [Member] | |
Revenues by Segment from Major Customers | Total revenues by segment from the Company’s next largest client, which was in the financial services vertical in each of the years, were as follows (in thousands): Years Ended December 31, 2018 2017 2016 Amount % Amount % Amount % Americas $ 105,852 8.0% $ 109,475 8.3% $ 90,508 7.4% EMEA — 0.0% — 0.0% — 0.0% $ 105,852 6.5% $ 109,475 6.9% $ 90,508 6.2% |
Other Income (Expense) (Tables)
Other Income (Expense) (Tables) | 12 Months Ended |
Dec. 31, 2018 | |
Other Income And Expenses [Abstract] | |
Other Income (Expense), Net | Other income (expense), net consists of the following (in thousands): Years Ended December 31, 2018 2017 2016 Foreign currency transaction gains (losses) $ 2,029 $ (548 ) $ 3,348 Gains (losses) on derivative instruments not designated as hedges (1,751 ) 143 (2,270 ) Gains (losses) on investments held in rabbi trust (867 ) 1,619 582 Other miscellaneous income (expense) (1,659 ) 44 (186 ) $ (2,248 ) $ 1,258 $ 1,474 |
Overview and Summary of Signi_4
Overview and Summary of Significant Accounting Policies - Additional Information (Detail) $ in Thousands | Nov. 01, 2018 | Oct. 18, 2018 | Jul. 09, 2018 | May 31, 2017 | Apr. 24, 2017 | Aug. 31, 2018USD ($) | Jul. 31, 2017USD ($) | Dec. 31, 2018USD ($)SegmentCompensationPlan | Dec. 31, 2017USD ($) | Jan. 01, 2019USD ($) | Jan. 01, 2018USD ($) | Jan. 01, 2017USD ($) | Dec. 31, 2016USD ($) | Jan. 01, 2016USD ($) | Dec. 31, 2015USD ($) |
Organization Consolidation And Presentation Of Financial Statements [Line Items] | |||||||||||||||
Number of reportable segments | Segment | 2 | ||||||||||||||
Statutory federal income tax rate | 21.00% | 35.00% | |||||||||||||
Cash and cash equivalents | $ 128,697 | $ 343,734 | $ 266,675 | $ 235,358 | |||||||||||
Tax position measurement | Greater than 50% | ||||||||||||||
Equity method investment | $ 9,702 | 10,341 | |||||||||||||
Equity method investment payment | $ 5,000 | 5,012 | |||||||||||||
Number of stock-based compensation plan | CompensationPlan | 3 | ||||||||||||||
Operating lease future undiscounted minimum lease payments | $ 253,267 | ||||||||||||||
Increase in cash, cash equivalents and restricted cash | $ 130,231 | 344,805 | 267,594 | $ 236,245 | |||||||||||
Accounting Standards Update 2016-18 [Member] | |||||||||||||||
Organization Consolidation And Presentation Of Financial Statements [Line Items] | |||||||||||||||
Increase in cash, cash equivalents and restricted cash | 1,100 | $ 1,100 | $ 900 | $ 900 | $ 900 | ||||||||||
Minimum [Member] | |||||||||||||||
Organization Consolidation And Presentation Of Financial Statements [Line Items] | |||||||||||||||
Non-deliverable forward contracts and options expiring period | 1 month | ||||||||||||||
Minimum [Member] | Accounting Standards Update 2016-02 [Member] | Subsequent Event [Member] | |||||||||||||||
Organization Consolidation And Presentation Of Financial Statements [Line Items] | |||||||||||||||
Operating lease right-of-use asset | $ 212,000 | ||||||||||||||
Operating lease liability | 225,000 | ||||||||||||||
Maximum [Member] | |||||||||||||||
Organization Consolidation And Presentation Of Financial Statements [Line Items] | |||||||||||||||
Non-deliverable forward contracts and options expiring period | 24 months | ||||||||||||||
Maximum [Member] | Accounting Standards Update 2016-02 [Member] | Subsequent Event [Member] | |||||||||||||||
Organization Consolidation And Presentation Of Financial Statements [Line Items] | |||||||||||||||
Operating lease right-of-use asset | 217,000 | ||||||||||||||
Operating lease liability | $ 230,000 | ||||||||||||||
XSell Technologies Inc [Member] | |||||||||||||||
Organization Consolidation And Presentation Of Financial Statements [Line Items] | |||||||||||||||
Equity method investment, ownership percentage | 32.80% | ||||||||||||||
Equity method investment payment | $ 5,000 | $ 5,000 | |||||||||||||
XSell Technologies Inc [Member] | Other Income (Expense), Net [Member] | |||||||||||||||
Organization Consolidation And Presentation Of Financial Statements [Line Items] | |||||||||||||||
Income (loss) from equity method investments | $ (700) | (100) | |||||||||||||
Deferred Charges and Other Assets [Member] | XSell Technologies Inc [Member] | |||||||||||||||
Organization Consolidation And Presentation Of Financial Statements [Line Items] | |||||||||||||||
Equity method investment | $ 10,000 | $ 9,200 | 9,800 | ||||||||||||
Equipment [Member] | |||||||||||||||
Organization Consolidation And Presentation Of Financial Statements [Line Items] | |||||||||||||||
Useful life of equipment | 5 years | ||||||||||||||
International Operations [Member] | |||||||||||||||
Organization Consolidation And Presentation Of Financial Statements [Line Items] | |||||||||||||||
Cash and cash equivalents | $ 115,700 | $ 335,100 | |||||||||||||
Symphony [Member] | |||||||||||||||
Organization Consolidation And Presentation Of Financial Statements [Line Items] | |||||||||||||||
Effective date of acquisition | Nov. 1, 2018 | ||||||||||||||
Date of Acquisition agreement | Oct. 18, 2018 | ||||||||||||||
WhistleOut [Member] | |||||||||||||||
Organization Consolidation And Presentation Of Financial Statements [Line Items] | |||||||||||||||
Effective date of acquisition | Jul. 9, 2018 | ||||||||||||||
Global 2000 Telecommunications Services Provider [Member] | |||||||||||||||
Organization Consolidation And Presentation Of Financial Statements [Line Items] | |||||||||||||||
Effective date of acquisition | May 31, 2017 | ||||||||||||||
Date of Acquisition agreement | Apr. 24, 2017 | ||||||||||||||
Clearlink [Member] | |||||||||||||||
Organization Consolidation And Presentation Of Financial Statements [Line Items] | |||||||||||||||
Effective date of acquisition | Apr. 1, 2016 | ||||||||||||||
Date of Acquisition agreement | Mar. 6, 2016 | ||||||||||||||
Clearlink [Member] | Measurement Input, Discount Rate [Member] | |||||||||||||||
Organization Consolidation And Presentation Of Financial Statements [Line Items] | |||||||||||||||
Fair value discount rate | 10.00% | ||||||||||||||
Qelp [Member] | Measurement Input, Discount Rate [Member] | |||||||||||||||
Organization Consolidation And Presentation Of Financial Statements [Line Items] | |||||||||||||||
Fair value discount rate | 14.00% | ||||||||||||||
US Federal Rate Prior To The 2017 Tax Reform Act [Member] | |||||||||||||||
Organization Consolidation And Presentation Of Financial Statements [Line Items] | |||||||||||||||
Statutory federal income tax rate | 35.00% | ||||||||||||||
US 2017 Tax Reform Act [Member] | |||||||||||||||
Organization Consolidation And Presentation Of Financial Statements [Line Items] | |||||||||||||||
Statutory federal income tax rate | 21.00% |
Overview and Summary of Signi_5
Overview and Summary of Significant Accounting Policies - Summary of Cash and Cash Equivalents and Restricted Cash (Detail) - USD ($) $ in Thousands | Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | Dec. 31, 2015 |
Restricted Cash and Cash Equivalents Items [Line Items] | ||||
Cash and cash equivalents | $ 128,697 | $ 343,734 | $ 266,675 | $ 235,358 |
Cash and Cash Equivalents and Restricted Cash | 130,231 | 344,805 | 267,594 | 236,245 |
Other Current Assets [Member] | ||||
Restricted Cash and Cash Equivalents Items [Line Items] | ||||
Restricted cash included in "Other current assets" | 149 | 154 | 160 | 207 |
Deferred Charges and Other Assets [Member] | ||||
Restricted Cash and Cash Equivalents Items [Line Items] | ||||
Restricted cash included in "Deferred charges and other assets" | $ 1,385 | $ 917 | $ 759 | $ 680 |
Overview and Summary of Signi_6
Overview and Summary of Significant Accounting Policies - Schedule of Total Advertising Costs Included in Condensed Consolidated Statements of Operations (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Direct Salaries and Related Costs [Member] | |||
Organization Consolidation And Presentation Of Financial Statements [Line Items] | |||
Customer-acquisition advertising costs | $ 49,657 | $ 36,659 | $ 28,116 |
General and Administrative [Member] | |||
Organization Consolidation And Presentation Of Financial Statements [Line Items] | |||
Customer-acquisition advertising costs | $ 60 | $ 115 |
Overview and Summary of Signi_7
Overview and Summary of Significant Accounting Policies - Schedule of Impact of Adopting ASU 2017-07 on Statement of Operations (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
New Accounting Pronouncements Or Change In Accounting Principle [Line Items] | |||
Direct salaries and related costs | $ 1,072,907 | $ 1,039,677 | $ 947,593 |
General and administrative | 407,285 | 376,825 | 351,681 |
Income from operations | 63,202 | 87,042 | 92,373 |
Other income (expense), net | $ (6,285) | (5,735) | (3,489) |
As Previously Reported [Member] | |||
New Accounting Pronouncements Or Change In Accounting Principle [Line Items] | |||
Direct salaries and related costs | 1,039,790 | 947,677 | |
General and administrative | 376,863 | 351,722 | |
Income from operations | 86,891 | 92,248 | |
Other income (expense), net | (5,584) | (3,364) | |
Accounting Standards Update 2017-07 [Member] | Adjustments Due to the Adoption of ASU 2017-07 [Member] | |||
New Accounting Pronouncements Or Change In Accounting Principle [Line Items] | |||
Direct salaries and related costs | (113) | (84) | |
General and administrative | (38) | (41) | |
Income from operations | 151 | 125 | |
Other income (expense), net | $ (151) | $ (125) |
Revenues - Additional Informati
Revenues - Additional Information (Detail) - USD ($) $ in Thousands | 12 Months Ended | |||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | Jan. 01, 2018 | |
Revenue, Initial Application Period Cumulative Effect Transition [Line Items] | ||||
Revenue, performance obligation satisfied over time, method used, description | The Company recognizes revenues over time using output methods such as a per minute, per hour, per call, per transaction or per time and materials basis. | |||
Stated contract term | 30 days to six years | |||
Non-cancelable contract term | Varying periods typically up to 180 days | |||
Description of payment terms | The Company’s primary billing terms are that payment is due within 30 or 60 days of the invoice date. | |||
Percentage of revenue | 100.00% | 100.00% | 100.00% | |
Deferred revenue recognized in the period | $ 4,400 | |||
Revenue remaining performance obligation expected timing of satisfaction explanation | The Company expects to recognize the majority of its deferred revenue as of December 31, 2018 over the next 180 days. | |||
Refund liabilities timing of resolution explanation | Refund liabilities are generally resolved in 180 days, once it is determined whether the requisite service levels and client requirements were achieved to settle the contingency. | |||
Other Revenues [Member] | ||||
Revenue, Initial Application Period Cumulative Effect Transition [Line Items] | ||||
Percentage of revenue | 1.00% | 0.60% | 0.80% | |
Accounting Standards Update 2014-09 [Member] | ||||
Revenue, Initial Application Period Cumulative Effect Transition [Line Items] | ||||
Retained earnings | $ 3,019 | |||
Accounting Standards Update 2014-09 [Member] | Retained Earnings [Member] | ||||
Revenue, Initial Application Period Cumulative Effect Transition [Line Items] | ||||
Retained earnings | $ 3,019 | $ 3,000 |
Revenues - Summary of Impact of
Revenues - Summary of Impact of Adoption of Accounting Standards (Detail) - USD ($) $ / shares in Units, $ in Thousands | 12 Months Ended | |||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | Jan. 01, 2018 | |
Revenue, Initial Application Period Cumulative Effect Transition [Line Items] | ||||
Receivables, net | $ 347,425 | $ 341,958 | $ 342,783 | |
Deferred charges and other assets | 43,364 | 29,193 | 31,238 | |
Income taxes payable | 1,433 | 2,606 | 3,303 | |
Deferred revenue and customer liabilities | 30,176 | 34,717 | 33,669 | |
Other long-term liabilities | 31,750 | 22,039 | 22,241 | |
Retained earnings | 598,788 | 546,843 | 549,862 | |
Other current assets | 16,761 | 19,743 | ||
Other accrued expenses and current liabilities | 31,235 | 30,888 | ||
Revenues | 1,625,687 | 1,586,008 | $ 1,460,037 | |
Direct salaries and related costs | 1,072,907 | 1,039,677 | 947,593 | |
Income from operations | 63,202 | 87,042 | 92,373 | |
Income before income taxes | 56,917 | 81,307 | 88,884 | |
Income taxes | 7,991 | 49,091 | 26,494 | |
Net income | $ 48,926 | $ 32,216 | $ 62,390 | |
Net income per common share: | ||||
Basic | $ 1.16 | $ 0.77 | $ 1.49 | |
Diluted | $ 1.16 | $ 0.76 | $ 1.48 | |
Effect of Adoption Increase (Decrease) [Member] | Accounting Standards Update 2014-09 [Member] | ||||
Revenue, Initial Application Period Cumulative Effect Transition [Line Items] | ||||
Receivables, net | $ 2,450 | 825 | ||
Deferred charges and other assets | 15,966 | 2,045 | ||
Income taxes payable | 3,521 | 697 | ||
Deferred revenue and customer liabilities | (2,433) | (1,048) | ||
Other long-term liabilities | 3,729 | 202 | ||
Retained earnings | 13,577 | $ 3,019 | ||
Other current assets | 113 | |||
Other accrued expenses and current liabilities | 135 | |||
Revenues | 16,956 | |||
Direct salaries and related costs | 3,240 | |||
Income from operations | 13,716 | |||
Income before income taxes | 13,716 | |||
Income taxes | 3,158 | |||
Net income | $ 10,558 | |||
Net income per common share: | ||||
Basic | $ 0.25 | |||
Diluted | $ 0.25 | |||
Balances Without the Impact of the ASC 606 Adoption [Member] | Accounting Standards Update 2014-09 [Member] | ||||
Revenue, Initial Application Period Cumulative Effect Transition [Line Items] | ||||
Receivables, net | $ 344,975 | |||
Deferred charges and other assets | 27,398 | |||
Income taxes payable | (2,088) | |||
Deferred revenue and customer liabilities | 32,609 | |||
Other long-term liabilities | 28,021 | |||
Retained earnings | 585,211 | |||
Other current assets | 16,648 | |||
Other accrued expenses and current liabilities | 31,100 | |||
Revenues | 1,608,731 | |||
Direct salaries and related costs | 1,069,667 | |||
Income from operations | 49,486 | |||
Income before income taxes | 43,201 | |||
Income taxes | 4,833 | |||
Net income | $ 38,368 | |||
Net income per common share: | ||||
Basic | $ 0.91 | |||
Diluted | $ 0.91 |
Revenues - Revenues from Contra
Revenues - Revenues from Contracts with Customers Disaggregated by Service Type (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Disaggregation of Revenue [Line Items] | |||
Revenues | $ 1,625,687 | $ 1,586,008 | $ 1,460,037 |
Americas [Member] | |||
Disaggregation of Revenue [Line Items] | |||
Revenues | 1,330,638 | 1,325,643 | 1,220,818 |
Americas [Member] | Customer Engagement Solutions and Services [Member] | |||
Disaggregation of Revenue [Line Items] | |||
Revenues | 1,329,614 | 1,324,534 | 1,219,824 |
Americas [Member] | Other Revenues [Member] | |||
Disaggregation of Revenue [Line Items] | |||
Revenues | 1,024 | 1,109 | 994 |
EMEA [Member] | |||
Disaggregation of Revenue [Line Items] | |||
Revenues | 294,954 | 260,283 | 239,089 |
EMEA [Member] | Customer Engagement Solutions and Services [Member] | |||
Disaggregation of Revenue [Line Items] | |||
Revenues | 280,437 | 252,423 | 228,667 |
EMEA [Member] | Other Revenues [Member] | |||
Disaggregation of Revenue [Line Items] | |||
Revenues | 14,517 | 7,860 | 10,422 |
Other Segment [Member] | |||
Disaggregation of Revenue [Line Items] | |||
Revenues | 95 | 82 | 130 |
Other Segment [Member] | Other Revenues [Member] | |||
Disaggregation of Revenue [Line Items] | |||
Revenues | $ 95 | $ 82 | $ 130 |
Revenues - Summary of Trade Acc
Revenues - Summary of Trade Accounts Receivable, Net (Detail) - USD ($) $ in Thousands | Dec. 31, 2018 | Jan. 01, 2018 | Dec. 31, 2017 |
Accounts, Notes, Loans and Financing Receivable [Line Items] | |||
Trade accounts receivable, net, noncurrent | $ 15,948 | $ 0 | |
Trade accounts receivable, net | 351,325 | $ 334,092 | |
Receivables Net, Current [Member] | |||
Accounts, Notes, Loans and Financing Receivable [Line Items] | |||
Trade accounts receivable, net, current | 335,377 | 332,014 | |
Deferred Charges and Other Assets [Member] | |||
Accounts, Notes, Loans and Financing Receivable [Line Items] | |||
Trade accounts receivable, net, noncurrent | $ 15,948 | $ 2,078 |
Revenues - Summary of Trade A_2
Revenues - Summary of Trade Accounts Receivable, Net (Parenthetical) (Detail) - USD ($) $ in Thousands | Dec. 31, 2018 | Jan. 01, 2018 | Dec. 31, 2017 |
Accounts, Notes, Loans and Financing Receivable [Line Items] | |||
Trade accounts receivable, net, noncurrent | $ 15,948 | $ 0 | |
Accounting Standards Update 2014-09 [Member] | Effect of Adoption Increase (Decrease) [Member] | |||
Accounts, Notes, Loans and Financing Receivable [Line Items] | |||
Trade accounts receivable, net, current | $ 800 | ||
Trade accounts receivable, net, noncurrent | $ 2,100 |
Revenues - Components of Deferr
Revenues - Components of Deferred Revenue and Customer Liabilities (Detail) - USD ($) $ in Thousands | Dec. 31, 2018 | Jan. 01, 2018 | Dec. 31, 2017 |
Schedule of Deferred Revenue and Customer Liabilities [Line Items] | |||
Deferred revenue and customer liabilities | $ 30,176 | $ 33,669 | $ 34,717 |
Deferred Revenue and Customer Liabilities [Member] | |||
Schedule of Deferred Revenue and Customer Liabilities [Line Items] | |||
Deferred revenue | 3,655 | 4,598 | |
Customer arrangements with termination rights | 16,404 | 21,755 | |
Estimated refund liabilities | $ 10,117 | $ 7,316 |
Revenues - Components of Defe_2
Revenues - Components of Deferred Revenue and Customer Liabilities (Parenthetical) (Detail) $ in Millions | Jan. 01, 2018USD ($) |
Accounting Standards Update 2014-09 [Member] | Effect of Adoption Increase (Decrease) [Member] | |
Deferred Revenue and Customer Liabilities [Abstract] | |
Estimated refund liabilities | $ 1 |
Acquisitions - Additional Infor
Acquisitions - Additional Information (Detail) $ in Thousands, £ in Millions, $ in Millions | Nov. 01, 2018USD ($) | Nov. 01, 2018GBP (£) | Oct. 18, 2018 | Jul. 09, 2018USD ($) | Jul. 09, 2018AUD ($) | May 31, 2017USD ($) | Apr. 24, 2017 | Apr. 01, 2016USD ($) | Dec. 31, 2016USD ($) | Dec. 31, 2018USD ($) | Dec. 31, 2017USD ($) | Dec. 31, 2016USD ($) |
Business Acquisition [Line Items] | ||||||||||||
Proceeds from issuance of long-term debt | $ 58,000 | $ 8,000 | $ 216,000 | |||||||||
Goodwill, net | $ 265,404 | 302,517 | 269,265 | 265,404 | ||||||||
Americas [Member] | ||||||||||||
Business Acquisition [Line Items] | ||||||||||||
Goodwill, net | 255,842 | $ 255,436 | 258,496 | $ 255,842 | ||||||||
Symphony [Member] | ||||||||||||
Business Acquisition [Line Items] | ||||||||||||
Date of Acquisition agreement | Oct. 18, 2018 | |||||||||||
Aggregate purchase price | $ 67,600 | £ 52.5 | ||||||||||
Effective date of acquisition | Nov. 1, 2018 | Nov. 1, 2018 | ||||||||||
Earnout period | 3 years | 3 years | ||||||||||
Earnout payable in RSUs | £ | £ 3 | |||||||||||
Payments to acquire businesses, gross | $ 57,600 | 44.6 | ||||||||||
Deferred purchase price | 10,000 | £ 7.9 | ||||||||||
Business combination consideration transferred liabilities incurred payment terms | equal installments over the next three years | |||||||||||
Property and equipment acquired | 2,200 | |||||||||||
Goodwill, net | 36,400 | $ 36,900 | ||||||||||
Symphony [Member] | Customer Relationships and Trade Names [Member] | ||||||||||||
Business Acquisition [Line Items] | ||||||||||||
Business combination intangible assets, primarily indefinite-lived domain names acquired | 26,100 | |||||||||||
Symphony [Member] | Revolving Credit Facility [Member] | ||||||||||||
Business Acquisition [Line Items] | ||||||||||||
Proceeds from issuance of long-term debt | $ 31,000 | |||||||||||
WhistleOut [Member] | ||||||||||||
Business Acquisition [Line Items] | ||||||||||||
Effective date of acquisition | Jul. 9, 2018 | Jul. 9, 2018 | ||||||||||
Earnout period | 3 years | 3 years | ||||||||||
Payments to acquire businesses, gross | $ 22,400 | $ 30.2 | ||||||||||
Business combination intangible assets, primarily indefinite-lived domain names acquired | 16,500 | |||||||||||
Property and equipment acquired | 2,400 | |||||||||||
Goodwill, net | 2,200 | |||||||||||
Earnout | $ 14 | |||||||||||
WhistleOut [Member] | Revolving Credit Facility [Member] | ||||||||||||
Business Acquisition [Line Items] | ||||||||||||
Proceeds from issuance of long-term debt | $ 22,000 | |||||||||||
Global 2000 Telecommunications Services Provider [Member] | ||||||||||||
Business Acquisition [Line Items] | ||||||||||||
Date of Acquisition agreement | Apr. 24, 2017 | |||||||||||
Effective date of acquisition | May 31, 2017 | |||||||||||
Global 2000 Telecommunications Services Provider [Member] | Americas [Member] | ||||||||||||
Business Acquisition [Line Items] | ||||||||||||
Date of Acquisition agreement | Apr. 24, 2017 | |||||||||||
Effective date of acquisition | May 31, 2017 | |||||||||||
Payments to acquire businesses, gross | $ 7,500 | |||||||||||
Property and equipment acquired | 6,000 | |||||||||||
Global 2000 Telecommunications Services Provider [Member] | Customer Relationships [Member] | Americas [Member] | ||||||||||||
Business Acquisition [Line Items] | ||||||||||||
Intangibles acquired | $ 1,500 | |||||||||||
Clearlink [Member] | ||||||||||||
Business Acquisition [Line Items] | ||||||||||||
Date of Acquisition agreement | Mar. 6, 2016 | |||||||||||
Aggregate purchase price | $ 207,908 | |||||||||||
Effective date of acquisition | Apr. 1, 2016 | |||||||||||
Payments to acquire businesses, gross | 209,186 | |||||||||||
Goodwill, net | $ 71,200 | |||||||||||
Funds placed in escrow as security for indemnifications | $ 2,600 | |||||||||||
Claims Asserted for Payment of Indemnification Obligations | 400 | |||||||||||
Claim resolved by parties | $ 200 | |||||||||||
Measurement-Period Adjustments, Income taxes payable | 300 | |||||||||||
Measurement-Period Adjustments, Goodwill | $ 300 | |||||||||||
Clearlink [Member] | Americas [Member] | ||||||||||||
Business Acquisition [Line Items] | ||||||||||||
Effective date of acquisition | Apr. 1, 2016 | |||||||||||
Percentage of outstanding membership units | 100.00% | |||||||||||
Amortization period of deductible intangibles and goodwill | 15 years |
Acquisitions - Summary of Consi
Acquisitions - Summary of Consideration Paid and Transferred (Detail) - Clearlink [Member] $ in Thousands | Apr. 01, 2016USD ($) |
Business Acquisition [Line Items] | |
Cash | $ 209,186 |
Working capital adjustment | (1,278) |
Total Consideration paid | $ 207,908 |
Acquisitions - Schedule of Reve
Acquisitions - Schedule of Revenues and Net Income (Loss) (Detail) - USD ($) $ in Thousands | 9 Months Ended | 12 Months Ended | ||
Dec. 31, 2016 | Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Business Acquisition [Line Items] | ||||
Net income | $ 48,926 | $ 32,216 | $ 62,390 | |
Clearlink [Member] | Americas [Member] | ||||
Business Acquisition [Line Items] | ||||
Revenues | $ 123,289 | |||
Net income | $ 1,563 |
Acquisitions - Schedule of Unau
Acquisitions - Schedule of Unaudited Pro Forma Combined Revenues and Net Earnings (Detail) - Clearlink [Member] $ / shares in Units, $ in Thousands | 12 Months Ended |
Dec. 31, 2016USD ($)$ / shares | |
Business Acquisition [Line Items] | |
Revenues | $ | $ 1,493,866 |
Net income | $ | $ 65,662 |
Net income per common share: | |
Basic | $ / shares | $ 1.57 |
Diluted | $ / shares | $ 1.55 |
Acquisitions - Merger and Integ
Acquisitions - Merger and Integration Costs (Detail) - Clearlink [Member] - General and Administrative [Member] $ in Thousands | 12 Months Ended |
Dec. 31, 2016USD ($) | |
Business Acquisition [Line Items] | |
Merger and integration costs | $ 4,634 |
Severance Costs [Member] | Americas [Member] | |
Business Acquisition [Line Items] | |
Merger and integration costs | 135 |
Transaction and Integration Costs [Member] | |
Business Acquisition [Line Items] | |
Merger and integration costs | 4,499 |
Transaction and Integration Costs [Member] | Americas [Member] | |
Business Acquisition [Line Items] | |
Merger and integration costs | 29 |
Transaction and Integration Costs [Member] | Other Segment [Member] | |
Business Acquisition [Line Items] | |
Merger and integration costs | $ 4,470 |
Costs Associated with Exit or_3
Costs Associated with Exit or Disposal Activities - Cumulative Total Costs Expected and Incurred to Date Related to Cash and Non-Cash Expenditures Resulting from Exit Plan (Detail) - 2018 Exit Plan [Member] - Americas [Member] $ in Thousands | Dec. 31, 2018USD ($) |
Restructuring Cost And Reserve [Line Items] | |
Cumulative Costs Incurred To Date | $ 17,416 |
Lease Obligations and Facility Exit Costs [Member] | General and Administrative [Member] | |
Restructuring Cost And Reserve [Line Items] | |
Cumulative Costs Incurred To Date | 7,077 |
Severance and Related Costs [Member] | General and Administrative [Member] | |
Restructuring Cost And Reserve [Line Items] | |
Cumulative Costs Incurred To Date | 1,035 |
Severance and Related Costs [Member] | Direct Salaries and Related Costs [Member] | |
Restructuring Cost And Reserve [Line Items] | |
Cumulative Costs Incurred To Date | 3,429 |
Non-Cash Impairment Charges [Member] | |
Restructuring Cost And Reserve [Line Items] | |
Cumulative Costs Incurred To Date | $ 5,875 |
Costs Associated with Exit or_4
Costs Associated with Exit or Disposal Activities - Additional Information (Detail) $ in Millions | 9 Months Ended | 12 Months Ended |
Dec. 31, 2018USD ($) | Dec. 31, 2018USD ($) | |
Restructuring Cost And Reserve [Line Items] | ||
Cash payment related to restructuring | $ 9.3 | $ 9.3 |
Increase (decrease) restructuring and related cost expected cost | $ 1.4 | |
Americas [Member] | 2018 Exit Plan [Member] | ||
Restructuring Cost And Reserve [Line Items] | ||
Lease termination date | Jun. 30, 2021 |
Costs Associated with Exit or_5
Costs Associated with Exit or Disposal Activities - Summary of Accrued Liability and Related Charges (Detail) - Americas [Member] - 2018 Exit Plan [Member] $ in Thousands | 12 Months Ended |
Dec. 31, 2018USD ($) | |
Restructuring Reserve [Roll Forward] | |
Balance at the beginning of the period | $ 0 |
Cash payments | (9,290) |
Balance sheet reclassifications | 335 |
Balance at the end of the period | 2,586 |
Direct Salaries and Related Costs [Member] | |
Restructuring Reserve [Roll Forward] | |
Restructuring charges | 3,429 |
General and Administrative [Member] | |
Restructuring Reserve [Roll Forward] | |
Restructuring charges | 8,112 |
Lease Obligations and Facility Exit Costs [Member] | |
Restructuring Reserve [Roll Forward] | |
Balance at the beginning of the period | 0 |
Cash payments | (5,643) |
Balance sheet reclassifications | 335 |
Balance at the end of the period | 1,769 |
Lease Obligations and Facility Exit Costs [Member] | General and Administrative [Member] | |
Restructuring Reserve [Roll Forward] | |
Restructuring charges | 7,077 |
Severance and Related Costs [Member] | |
Restructuring Reserve [Roll Forward] | |
Balance at the beginning of the period | 0 |
Cash payments | (3,647) |
Balance at the end of the period | 817 |
Severance and Related Costs [Member] | Direct Salaries and Related Costs [Member] | |
Restructuring Reserve [Roll Forward] | |
Restructuring charges | 3,429 |
Severance and Related Costs [Member] | General and Administrative [Member] | |
Restructuring Reserve [Roll Forward] | |
Restructuring charges | $ 1,035 |
Costs Associated with Exit or_6
Costs Associated with Exit or Disposal Activities - Summary of Company's Short-term and Long-term Accrued Liability with Exit Plan (Detail) - 2018 Exit Plan [Member] - Americas [Member] - USD ($) $ in Thousands | Dec. 31, 2018 | Dec. 31, 2017 |
Restructuring Cost And Reserve [Line Items] | ||
Restructuring reserve | $ 2,586 | $ 0 |
Lease Obligations and Facility Exit Costs [Member] | ||
Restructuring Cost And Reserve [Line Items] | ||
Restructuring reserve | 1,769 | 0 |
Severance and Related Costs [Member] | ||
Restructuring Cost And Reserve [Line Items] | ||
Restructuring reserve | 817 | $ 0 |
Accounts Payable [Member] | Lease Obligations and Facility Exit Costs [Member] | ||
Restructuring Cost And Reserve [Line Items] | ||
Short-term accrued restructuring liability | 100 | |
Other Accrued Expenses and Current Liabilities [Member] | ||
Restructuring Cost And Reserve [Line Items] | ||
Short-term accrued restructuring liability | 976 | |
Other Accrued Expenses and Current Liabilities [Member] | Lease Obligations and Facility Exit Costs [Member] | ||
Restructuring Cost And Reserve [Line Items] | ||
Short-term accrued restructuring liability | 952 | |
Other Accrued Expenses and Current Liabilities [Member] | Severance and Related Costs [Member] | ||
Restructuring Cost And Reserve [Line Items] | ||
Short-term accrued restructuring liability | 24 | |
Other Long-Term Liabilities [Member] | Lease Obligations and Facility Exit Costs [Member] | ||
Restructuring Cost And Reserve [Line Items] | ||
Long-term accrued restructuring liability | 717 | |
Accrued Employee Compensation and Benefits [Member] | Severance and Related Costs [Member] | ||
Restructuring Cost And Reserve [Line Items] | ||
Short-term accrued restructuring liability | $ 793 |
Fair Value - Assets and Liabili
Fair Value - Assets and Liabilities Measured at Fair Value on a Recurring Basis (Detail) - USD ($) $ in Thousands | Dec. 31, 2018 | Dec. 31, 2017 |
Assets: | ||
Derivative Assets | $ 1,078 | $ 3,900 |
Total assets | 12,520 | 15,527 |
Liabilities: | ||
Derivative Liabilities | 3,264 | 835 |
Total liabilities | 3,264 | 835 |
Quoted Prices in Active Markets For Identical Assets Level 1 [Member] | ||
Assets: | ||
Total assets | 11,442 | 11,627 |
Significant Other Observable Inputs Level 2 [Member] | ||
Assets: | ||
Total assets | 1,068 | 3,848 |
Liabilities: | ||
Total liabilities | 2,895 | 256 |
Significant Unobservable Inputs Level 3 [Member] | ||
Assets: | ||
Total assets | 10 | 52 |
Liabilities: | ||
Total liabilities | 369 | 579 |
Foreign Currency Forward and Option Contracts [Member] | Other Current Assets, Deferred Charges and Other Assets [Member] | ||
Assets: | ||
Derivative Assets | 1,068 | 3,848 |
Foreign Currency Forward and Option Contracts [Member] | Other Long-Term Liabilities and Other Accrued Expenses and Current Liabilities [Member] | ||
Liabilities: | ||
Derivative Liabilities | 2,895 | 256 |
Foreign Currency Forward and Option Contracts [Member] | Significant Other Observable Inputs Level 2 [Member] | Other Current Assets, Deferred Charges and Other Assets [Member] | ||
Assets: | ||
Derivative Assets | 1,068 | 3,848 |
Foreign Currency Forward and Option Contracts [Member] | Significant Other Observable Inputs Level 2 [Member] | Other Long-Term Liabilities and Other Accrued Expenses and Current Liabilities [Member] | ||
Liabilities: | ||
Derivative Liabilities | 2,895 | 256 |
Embedded Derivatives [Member] | Other Current Assets, Deferred Charges and Other Assets [Member] | ||
Assets: | ||
Derivative Assets | 10 | 52 |
Embedded Derivatives [Member] | Other Long-Term Liabilities and Other Accrued Expenses and Current Liabilities [Member] | ||
Liabilities: | ||
Derivative Liabilities | 369 | 579 |
Embedded Derivatives [Member] | Significant Unobservable Inputs Level 3 [Member] | Other Current Assets, Deferred Charges and Other Assets [Member] | ||
Assets: | ||
Derivative Assets | 10 | 52 |
Embedded Derivatives [Member] | Significant Unobservable Inputs Level 3 [Member] | Other Long-Term Liabilities and Other Accrued Expenses and Current Liabilities [Member] | ||
Liabilities: | ||
Derivative Liabilities | 369 | 579 |
Equity Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Other Current Assets [Member] | ||
Assets: | ||
Investments held in rabbi trust for the Deferred Compensation Plan | 8,075 | 8,094 |
Equity Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Quoted Prices in Active Markets For Identical Assets Level 1 [Member] | Other Current Assets [Member] | ||
Assets: | ||
Investments held in rabbi trust for the Deferred Compensation Plan | 8,075 | 8,094 |
Debt Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Other Current Assets [Member] | ||
Assets: | ||
Investments held in rabbi trust for the Deferred Compensation Plan | 3,367 | 3,533 |
Debt Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Quoted Prices in Active Markets For Identical Assets Level 1 [Member] | Other Current Assets [Member] | ||
Assets: | ||
Investments held in rabbi trust for the Deferred Compensation Plan | $ 3,367 | $ 3,533 |
Fair Value - Rollforward of Net
Fair Value - Rollforward of Net Asset (Liability) Activity of Fair Value of Embedded Derivatives (Detail) - Embedded Derivatives [Member] - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Fair Value, Net Derivative Asset (Liability) Measured on Recurring Basis, Unobservable Input Reconciliation [Roll Forward] | |||
Balance at the beginning of the period | $ (527) | $ (555) | |
Settlements | 158 | 170 | $ (7) |
Effect of foreign currency | 17 | (3) | 166 |
Balance at the end of the period | (359) | (527) | (555) |
Other Income (Expense), Net [Member] | |||
Fair Value, Net Derivative Asset (Liability) Measured on Recurring Basis, Unobservable Input Reconciliation [Roll Forward] | |||
Gains (losses) recognized in "Other income (expense), net" | (7) | (139) | (714) |
Fair Value, Assets and Liabilities Measured on Recurring Basis, Unobservable Input Reconciliation [Abstract] | |||
Change in unrealized gains (losses) included in "Other income (expense), net" related to embedded derivatives held at the end of the period | $ 15 | $ (325) | $ 3 |
Fair Value - Rollforward of Fai
Fair Value - Rollforward of Fair Value of Contingent Consideration (Liability) (Detail) - USD ($) $ in Thousands | 12 Months Ended | |
Dec. 31, 2017 | Dec. 31, 2016 | |
Fair Value, Liabilities Measured on Recurring Basis, Unobservable Input Reconciliation, Calculation [Roll Forward] | ||
Contingent consideration (liability), Beginning Balance | $ (6,100) | $ (6,280) |
Imputed interest | (76) | (754) |
Settlements | 5,760 | 1,396 |
Effect of foreign currency | (189) | 67 |
Contingent Consideration (liability), Ending Balance | 0 | (6,100) |
General and Administrative [Member] | ||
Fair Value, Liabilities Measured on Recurring Basis, Unobservable Input Reconciliation, Calculation [Roll Forward] | ||
Fair value gain (loss) adjustments | 605 | 2,250 |
Fair Value, Assets and Liabilities Measured on Recurring Basis, Unobservable Input Reconciliation [Abstract] | ||
Change in unrealized gains (losses) included in "General and administrative" related to contingent consideration outstanding at the end of the period | 2,268 | |
Clearlink [Member] | ||
Fair Value, Liabilities Measured on Recurring Basis, Unobservable Input Reconciliation, Calculation [Roll Forward] | ||
Acquisition | (2,779) | |
Clearlink [Member] | General and Administrative [Member] | ||
Fair Value, Liabilities Measured on Recurring Basis, Unobservable Input Reconciliation, Calculation [Roll Forward] | ||
Fair value gain (loss) adjustments | $ 600 | $ (300) |
Fair Value - Additional Informa
Fair Value - Additional Information (Detail) $ in Thousands, € in Millions | 1 Months Ended | 12 Months Ended | |||
Jun. 30, 2017EUR (€) | May 31, 2017USD ($) | Dec. 31, 2018USD ($) | Dec. 31, 2017USD ($) | Dec. 31, 2016USD ($) | |
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items] | |||||
Payments of contingent consideration related to acquisitions | $ 5,760 | $ 1,396 | |||
Impairment charge | $ 9,401 | 5,410 | |||
Land [Member] | Property and Equipment [Member] | United States [Member] | Americas [Member] | |||||
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items] | |||||
Impairment charge | 200 | ||||
Costumer Contact Management Center [Member] | Leasehold Improvements Equipment Furniture and Fixtures [Member] | Property and Equipment [Member] | U.S. and Canada [Member] | Americas [Member] | |||||
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items] | |||||
Impairment charge | $ 9,400 | 5,200 | |||
General and Administrative [Member] | |||||
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items] | |||||
Fair value gain (loss) adjustments on contingent consideration | 605 | 2,250 | |||
Qelp [Member] | |||||
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items] | |||||
Payments of contingent consideration related to acquisitions | € 4 | $ 4,400 | 4,200 | ||
Qelp [Member] | General and Administrative [Member] | |||||
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items] | |||||
Fair value gain (loss) adjustments on contingent consideration | 2,600 | ||||
Clearlink [Member] | General and Administrative [Member] | |||||
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items] | |||||
Fair value gain (loss) adjustments on contingent consideration | $ 600 | $ (300) |
Fair Value - Summary of Total I
Fair Value - Summary of Total Impairment Losses Related to Nonrecurring Fair Value Measurements of Certain Assets (Detail) - USD ($) $ in Thousands | 12 Months Ended | |
Dec. 31, 2018 | Dec. 31, 2017 | |
Fair Value Of Assets And Liabilities Measured On Non Recurring Basis [Line Items] | ||
Impairment of long-lived assets | $ (9,401) | $ (5,410) |
Significant Unobservable Inputs Level 3 [Member] | Fair Value, Measurements, Nonrecurring [Member] | Property and Equipment [Member] | Americas [Member] | ||
Fair Value Of Assets And Liabilities Measured On Non Recurring Basis [Line Items] | ||
Impairment of long-lived assets | $ (9,401) | $ (5,410) |
Goodwill and Intangible Asset_2
Goodwill and Intangible Assets - Company's Purchased Intangible Assets (Detail) - USD ($) $ in Thousands | 12 Months Ended | |
Dec. 31, 2018 | Dec. 31, 2017 | |
Acquired Finite-Lived Intangible Assets [Line Items] | ||
Gross Intangibles | $ 294,093 | $ 246,428 |
Accumulated Amortization | (120,062) | (106,151) |
Net Intangibles | $ 174,031 | $ 140,277 |
Weighted Average Amortization Period (years) | 5 years | 6 years |
Customer Relationships [Member] | ||
Acquired Finite-Lived Intangible Assets [Line Items] | ||
Gross Intangibles | $ 189,697 | $ 170,853 |
Accumulated Amortization | (106,502) | (95,175) |
Net Intangibles | $ 83,195 | $ 75,678 |
Weighted Average Amortization Period (years) | 10 years | 10 years |
Trade Name and Trademarks [Member] | ||
Acquired Finite-Lived Intangible Assets [Line Items] | ||
Gross Intangibles | $ 19,236 | $ 14,138 |
Accumulated Amortization | (10,594) | (8,797) |
Net Intangibles | $ 8,642 | $ 5,341 |
Weighted Average Amortization Period (years) | 8 years | 7 years |
Non-Compete Agreements [Member] | ||
Acquired Finite-Lived Intangible Assets [Line Items] | ||
Gross Intangibles | $ 2,746 | $ 1,820 |
Accumulated Amortization | (1,724) | (1,052) |
Net Intangibles | $ 1,022 | $ 768 |
Weighted Average Amortization Period (years) | 3 years | 3 years |
Content Library [Member] | ||
Acquired Finite-Lived Intangible Assets [Line Items] | ||
Gross Intangibles | $ 517 | $ 542 |
Accumulated Amortization | $ (517) | $ (542) |
Weighted Average Amortization Period (years) | 2 years | 2 years |
Proprietary Software [Member] | ||
Acquired Finite-Lived Intangible Assets [Line Items] | ||
Gross Intangibles | $ 1,040 | $ 1,040 |
Accumulated Amortization | (725) | (585) |
Net Intangibles | $ 315 | $ 455 |
Weighted Average Amortization Period (years) | 4 years | 4 years |
Domain Names Not Subject To Amortization [Member] | ||
Acquired Finite-Lived Intangible Assets [Line Items] | ||
Gross Intangibles | $ 80,857 | $ 58,035 |
Net Intangibles | $ 80,857 | $ 58,035 |
Goodwill and Intangible Asset_3
Goodwill and Intangible Assets - Estimated Future Amortization Expense (Detail) $ in Thousands | Dec. 31, 2018USD ($) |
Finite Lived Intangible Assets Future Amortization Expense [Abstract] | |
2,019 | $ 16,679 |
2,020 | 14,013 |
2,021 | 9,437 |
2,022 | 8,133 |
2,023 | 7,282 |
2024 and thereafter | $ 37,630 |
Goodwill and Intangible Asset_4
Goodwill and Intangible Assets - Changes in Goodwill (Detail) - USD ($) $ in Thousands | 12 Months Ended | |
Dec. 31, 2018 | Dec. 31, 2017 | |
Goodwill [Line Items] | ||
Beginning Balance, Goodwill Net | $ 269,265 | $ 265,404 |
Acquisition | 38,536 | 390 |
Effect of Foreign Currency | (5,284) | 3,471 |
Ending Balance, Goodwill Net | 302,517 | 269,265 |
Americas [Member] | ||
Goodwill [Line Items] | ||
Beginning Balance, Goodwill Net | 258,496 | 255,842 |
Acquisition | 2,175 | 390 |
Effect of Foreign Currency | (5,235) | 2,264 |
Ending Balance, Goodwill Net | 255,436 | 258,496 |
EMEA [Member] | ||
Goodwill [Line Items] | ||
Beginning Balance, Goodwill Net | 10,769 | 9,562 |
Acquisition | 36,361 | |
Effect of Foreign Currency | (49) | 1,207 |
Ending Balance, Goodwill Net | $ 47,081 | $ 10,769 |
Goodwill and Intangible Asset_5
Goodwill and Intangible Assets - Additional Information (Detail) | 12 Months Ended | |||
Dec. 31, 2018USD ($)Reporting_Unit | Nov. 01, 2018USD ($) | Dec. 31, 2017USD ($) | Dec. 31, 2016USD ($) | |
Goodwill [Line Items] | ||||
Number of reporting units | Reporting_Unit | 6 | |||
Number of reporting units, fair value in excess of carrying value | Reporting_Unit | 4 | |||
Goodwill, net | $ 302,517,000 | $ 269,265,000 | $ 265,404,000 | |
Qelp [Member] | ||||
Goodwill [Line Items] | ||||
Goodwill Impairment Loss | 0 | |||
Goodwill, net | 10,200,000 | |||
Clearlink [Member] | ||||
Goodwill [Line Items] | ||||
Goodwill Impairment Loss | 0 | |||
Goodwill, net | 71,200,000 | |||
Symphony [Member] | ||||
Goodwill [Line Items] | ||||
Goodwill Impairment Loss | 0 | |||
Goodwill, net | $ 36,900,000 | $ 36,400,000 |
Receivables, Net - Receivables,
Receivables, Net - Receivables, Net (Detail) - USD ($) $ in Thousands | Dec. 31, 2018 | Jan. 01, 2018 | Dec. 31, 2017 |
Receivables Net Current [Abstract] | |||
Trade accounts receivable, current | $ 338,473 | $ 334,147 | |
Income taxes receivable | 916 | 4,138 | |
Other | 11,132 | 6,631 | |
Receivables, gross | 350,521 | 344,916 | |
Less: Allowance for doubtful accounts | 3,096 | 2,958 | |
Receivables, net | $ 347,425 | $ 342,783 | $ 341,958 |
Allowance for doubtful accounts as a percent of trade accounts receivable, current | 0.90% | 0.90% |
Prepaid Expenses - Prepaid Expe
Prepaid Expenses - Prepaid Expenses, Net (Detail) - USD ($) $ in Thousands | Dec. 31, 2018 | Dec. 31, 2017 |
Prepaid Expense Current [Abstract] | ||
Prepaid maintenance | $ 5,888 | $ 7,773 |
Prepaid insurance | 4,500 | 4,380 |
Prepaid software | 3,499 | 1,638 |
Prepaid rent | 3,471 | 3,767 |
Prepaid other | 6,396 | 4,574 |
Total prepaid expenses | $ 23,754 | $ 22,132 |
Other Current Assets - Other Cu
Other Current Assets - Other Current Assets, Net (Detail) - USD ($) $ in Thousands | Dec. 31, 2018 | Dec. 31, 2017 |
Deferred Costs Capitalized Prepaid And Other Assets Disclosure [Abstract] | ||
Investments held in rabbi trust (Note 12) | $ 11,442 | $ 11,627 |
Deferred rent | 1,867 | 1,936 |
Financial derivatives (Note 11) | 1,078 | 3,857 |
Other current assets | 2,374 | 2,323 |
Total other current assets | $ 16,761 | $ 19,743 |
Financial Derivatives - Deferre
Financial Derivatives - Deferred Gains (Losses) and Related Taxes on Cash Flow Hedges (Detail) - USD ($) $ in Thousands | 12 Months Ended | |
Dec. 31, 2018 | Dec. 31, 2017 | |
Derivative Instruments And Hedging Activities Disclosure [Abstract] | ||
Deferred gains (losses) in AOCI | $ (1,825) | $ 2,550 |
Tax on deferred gains (losses) in AOCI | (39) | (79) |
Deferred gains (losses) in AOCI, net of taxes | (1,864) | $ 2,471 |
Deferred gains (losses) expected to be reclassified to "Revenues" from AOCI during the next twelve months | $ (1,825) |
Financial Derivatives - Outstan
Financial Derivatives - Outstanding Foreign Currency Forward Contracts, Options and Embedded Derivatives (Detail) - USD ($) $ in Thousands | 12 Months Ended | |
Dec. 31, 2018 | Dec. 31, 2017 | |
Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Cash Flow Hedges [Member] | Option Contracts [Member] | US Dollars/Philippine Pesos [Member] | ||
Derivative [Line Items] | ||
Notional Amount | $ 26,250 | $ 78,000 |
Settle Through Date | Dec. 31, 2019 | Dec. 31, 2018 |
Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Cash Flow Hedges [Member] | Forwards [Member] | US Dollars/Philippine Pesos [Member] | ||
Derivative [Line Items] | ||
Notional Amount | $ 39,000 | $ 3,000 |
Settle Through Date | Sep. 30, 2019 | Jun. 30, 2018 |
Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Cash Flow Hedges [Member] | Forwards [Member] | US Dollars/Costa Rican Colones [Member] | ||
Derivative [Line Items] | ||
Notional Amount | $ 67,000 | $ 70,000 |
Settle Through Date | Dec. 31, 2019 | Mar. 31, 2019 |
Derivatives Not Designated as Hedging Instruments under ASC 815 [Member] | Forwards [Member] | ||
Derivative [Line Items] | ||
Notional Amount | $ 19,261 | $ 9,253 |
Settle Through Date | Nov. 30, 2021 | Mar. 31, 2018 |
Derivatives Not Designated as Hedging Instruments under ASC 815 [Member] | Embedded Derivatives [Member] | ||
Derivative [Line Items] | ||
Notional Amount | $ 14,069 | $ 13,519 |
Settle Through Date | Apr. 30, 2030 | Apr. 30, 2030 |
Financial Derivatives - Additio
Financial Derivatives - Additional Information (Detail) - USD ($) | 12 Months Ended | |
Dec. 31, 2018 | Dec. 31, 2017 | |
Derivative Instruments And Hedging Activities Disclosure [Abstract] | ||
Maximum amount of loss due to credit risk | $ 1,100,000 | $ 3,800,000 |
Total net settlement amount asset positions | 1,100,000 | 3,600,000 |
Total net settlement amount liability positions | $ 2,900,000 | $ 0 |
Financial Derivatives - Derivat
Financial Derivatives - Derivative Instruments Fair Value (Detail) - USD ($) $ in Thousands | Dec. 31, 2018 | Dec. 31, 2017 |
Derivatives, Fair Value [Line Items] | ||
Derivative Assets | $ 1,078 | $ 3,857 |
Derivative Assets | 1,078 | 3,900 |
Derivative Liabilities | 3,264 | 835 |
Other Accrued Expenses and Current Liabilities [Member] | ||
Derivatives, Fair Value [Line Items] | ||
Derivative Liabilities | 2,859 | 364 |
Derivatives Not Designated as Hedging Instruments under ASC 815 [Member] | Foreign Currency Forward Contracts [Member] | Other Current Assets [Member] | ||
Derivatives, Fair Value [Line Items] | ||
Derivative Assets | 30 | 244 |
Derivatives Not Designated as Hedging Instruments under ASC 815 [Member] | Foreign Currency Forward Contracts [Member] | Other Accrued Expenses and Current Liabilities [Member] | ||
Derivatives, Fair Value [Line Items] | ||
Derivative Liabilities | 247 | |
Derivatives Not Designated as Hedging Instruments under ASC 815 [Member] | Foreign Currency Forward Contracts [Member] | Other Long-Term Liabilities [Member] | ||
Derivatives, Fair Value [Line Items] | ||
Derivative Liabilities | 44 | |
Derivatives Not Designated as Hedging Instruments under ASC 815 [Member] | Embedded Derivatives [Member] | Other Current Assets [Member] | ||
Derivatives, Fair Value [Line Items] | ||
Derivative Assets | 10 | 9 |
Derivatives Not Designated as Hedging Instruments under ASC 815 [Member] | Embedded Derivatives [Member] | Deferred Charges and Other Assets [Member] | ||
Derivatives, Fair Value [Line Items] | ||
Derivative Assets | 43 | |
Derivatives Not Designated as Hedging Instruments under ASC 815 [Member] | Embedded Derivatives [Member] | Other Accrued Expenses and Current Liabilities [Member] | ||
Derivatives, Fair Value [Line Items] | ||
Derivative Liabilities | 8 | 189 |
Derivatives Not Designated as Hedging Instruments under ASC 815 [Member] | Embedded Derivatives [Member] | Other Long-Term Liabilities [Member] | ||
Derivatives, Fair Value [Line Items] | ||
Derivative Liabilities | 361 | 390 |
Cash Flow Hedges [Member] | Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Foreign Currency Forward Contracts [Member] | Option Contracts [Member] | ||
Derivatives, Fair Value [Line Items] | ||
Derivative Liabilities | 2,604 | 256 |
Cash Flow Hedges [Member] | Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Foreign Currency Forward Contracts [Member] | Other Current Assets [Member] | Option Contracts [Member] | ||
Derivatives, Fair Value [Line Items] | ||
Derivative Assets | 1,038 | 3,604 |
Cash Flow Hedges [Member] | Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Foreign Currency Forward Contracts [Member] | Other Accrued Expenses and Current Liabilities [Member] | Option Contracts [Member] | ||
Derivatives, Fair Value [Line Items] | ||
Derivative Liabilities | $ 2,604 | 175 |
Cash Flow Hedges [Member] | Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Foreign Currency Forward Contracts [Member] | Other Long-Term Liabilities [Member] | Option Contracts [Member] | ||
Derivatives, Fair Value [Line Items] | ||
Derivative Liabilities | $ 81 |
Financial Derivatives - Effect
Financial Derivatives - Effect of Company's Derivative Instruments (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Derivative Instruments, Gain (Loss) [Line Items] | |||
Gain (Loss) Recognized in AOCI on Derivatives (Effective Portion) | $ (4,259) | $ (6,075) | $ 1,101 |
Gain (Loss) Reclassified From AOCI Into "Revenues" (Effective Portion) | (26) | (2,536) | (553) |
Gain (Loss) Recognized in "Revenues" on Derivatives (Ineffective Portion and Amount Excluded from Effectiveness Testing) | (28) | (1) | (5) |
Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Cash Flow Hedges [Member] | Foreign Currency Forward Contracts [Member] | Option Contracts [Member] | |||
Derivative Instruments, Gain (Loss) [Line Items] | |||
Gain (Loss) Recognized in AOCI on Derivatives (Effective Portion) | (4,259) | 2,277 | (2,308) |
Gain (Loss) Reclassified From AOCI Into "Revenues" (Effective Portion) | (26) | (2,536) | (553) |
Gain (Loss) Recognized in "Revenues" on Derivatives (Ineffective Portion and Amount Excluded from Effectiveness Testing) | $ (28) | (1) | (5) |
Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Net Investment Hedges [Member] | Foreign Currency Forward Contracts [Member] | |||
Derivative Instruments, Gain (Loss) [Line Items] | |||
Gain (Loss) Recognized in AOCI on Derivatives (Effective Portion) | $ (8,352) | $ 3,409 |
Financial Derivatives - Gains (
Financial Derivatives - Gains (Losses) Recognized in Other Income (Expense), Net (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Derivative Instruments, Gain (Loss) [Line Items] | |||
Gain (Loss) Recognized in Other Income (Expense) on Derivatives | $ (1,751) | $ 143 | $ (2,270) |
Other Income (Expense), Net [Member] | Derivatives Not Designated as Hedging Instruments under ASC 815 [Member] | |||
Derivative Instruments, Gain (Loss) [Line Items] | |||
Gain (Loss) Recognized in Other Income (Expense) on Derivatives | (1,751) | 143 | (2,270) |
Other Income (Expense), Net [Member] | Derivatives Not Designated as Hedging Instruments under ASC 815 [Member] | Foreign Currency Forward Contracts [Member] | |||
Derivative Instruments, Gain (Loss) [Line Items] | |||
Gain (Loss) Recognized in Other Income (Expense) on Derivatives | (1,744) | 282 | (1,556) |
Other Income (Expense), Net [Member] | Derivatives Not Designated as Hedging Instruments under ASC 815 [Member] | Embedded Derivatives [Member] | |||
Derivative Instruments, Gain (Loss) [Line Items] | |||
Gain (Loss) Recognized in Other Income (Expense) on Derivatives | $ (7) | $ (139) | $ (714) |
Investments Held in Rabbi Tru_3
Investments Held in Rabbi Trust - Investments Held in Rabbi Trust, Classified as Trading (Detail) - USD ($) $ in Thousands | Dec. 31, 2018 | Dec. 31, 2017 |
Schedule of Trading Securities and Other Trading Assets [Line Items] | ||
Mutual funds, Fair Value | $ 11,442 | $ 11,627 |
Mutual Funds [Member] | ||
Schedule of Trading Securities and Other Trading Assets [Line Items] | ||
Mutual funds, Cost | 8,864 | 8,096 |
Mutual Funds [Member] | Other Current Assets [Member] | ||
Schedule of Trading Securities and Other Trading Assets [Line Items] | ||
Mutual funds, Fair Value | $ 11,442 | $ 11,627 |
Investments Held in Rabbi Tru_4
Investments Held in Rabbi Trust - Additional Information (Detail) | Dec. 31, 2018 |
Equity-Based Securities [Member] | |
Schedule of Trading Securities and Other Trading Assets [Line Items] | |
Mutual funds held in rabbi trust | 71.00% |
Debt-Based Securities [Member] | |
Schedule of Trading Securities and Other Trading Assets [Line Items] | |
Mutual funds held in rabbi trust | 29.00% |
Investments Held in Rabbi Tru_5
Investments Held in Rabbi Trust - Components of Investment Income (Losses), Included in Other Income (Expense), Net in Accompanying Consolidated Statements of Operations (Detail) - Other Income (Expense), Net [Member] - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Schedule of Trading Securities and Other Trading Assets [Line Items] | |||
Net realized gains (losses) from sale of trading securities | $ 10 | $ 195 | $ 241 |
Dividend and interest income | 635 | 422 | 92 |
Net unrealized holding gains (losses) | (1,512) | 1,002 | 249 |
Net investment income (losses) | $ (867) | $ 1,619 | $ 582 |
Property and Equipment, Net - P
Property and Equipment, Net - Property and Equipment, Net (Detail) - USD ($) $ in Thousands | Dec. 31, 2018 | Dec. 31, 2017 |
Property, Plant and Equipment [Line Items] | ||
Property and equipment, gross | $ 475,076 | $ 493,857 |
Less: Accumulated depreciation | 339,658 | 333,067 |
Property and equipment, net | 135,418 | 160,790 |
Land [Member] | ||
Property, Plant and Equipment [Line Items] | ||
Property and equipment, gross | 2,185 | 3,217 |
Buildings and Leasehold Improvements [Member] | ||
Property, Plant and Equipment [Line Items] | ||
Property and equipment, gross | 129,582 | 135,100 |
Equipment, Furniture and Fixtures [Member] | ||
Property, Plant and Equipment [Line Items] | ||
Property and equipment, gross | 298,537 | 312,636 |
Capitalized Internally Developed Software Costs [Member] | ||
Property, Plant and Equipment [Line Items] | ||
Property and equipment, gross | 41,883 | 34,886 |
Property and equipment, net | 18,352 | 15,876 |
Transportation Equipment [Member] | ||
Property, Plant and Equipment [Line Items] | ||
Property and equipment, gross | 636 | 556 |
Construction in Progress [Member] | ||
Property, Plant and Equipment [Line Items] | ||
Property and equipment, gross | $ 2,253 | $ 7,462 |
Property and Equipment, Net - C
Property and Equipment, Net - Capitalized Internally Developed Software, Net of Depreciation (Detail) - USD ($) $ in Thousands | Dec. 31, 2018 | Dec. 31, 2017 |
Property, Plant and Equipment [Line Items] | ||
Property and equipment, net | $ 135,418 | $ 160,790 |
Capitalized Internally Developed Software Costs [Member] | ||
Property, Plant and Equipment [Line Items] | ||
Property and equipment, net | $ 18,352 | $ 15,876 |
Property and Equipment, Net - A
Property and Equipment, Net - Additional Information (Detail) - USD ($) | 1 Months Ended | 12 Months Ended | ||||
Oct. 31, 2018 | Sep. 30, 2018 | Dec. 31, 2016 | Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Property, Plant and Equipment [Line Items] | ||||||
Net gain or loss on sale | $ (312,000) | $ (474,000) | $ (314,000) | |||
Property and equipment, net | 135,418,000 | $ 160,790,000 | ||||
Wise, Virginia [Member] | Property and Equipment [Member] | ||||||
Property, Plant and Equipment [Line Items] | ||||||
Proceeds from sale of assets | $ 800,000 | |||||
Property and equipment, net | 700,000 | |||||
Wise, Virginia [Member] | Property and Equipment [Member] | Maximum [Member] | ||||||
Property, Plant and Equipment [Line Items] | ||||||
Selling costs | 100,000 | |||||
Wise, Virginia [Member] | Property and Equipment [Member] | General and Administrative [Member] | Maximum [Member] | ||||||
Property, Plant and Equipment [Line Items] | ||||||
Net gain or loss on sale | $ 100,000 | 100,000 | ||||
Ponca City, Oklahoma [Member] | Property and Equipment [Member] | ||||||
Property, Plant and Equipment [Line Items] | ||||||
Proceeds from sale of assets | $ 200,000 | |||||
Property and equipment, net | 500,000 | |||||
Ponca City, Oklahoma [Member] | Property and Equipment [Member] | Maximum [Member] | ||||||
Property, Plant and Equipment [Line Items] | ||||||
Selling costs | 100,000 | |||||
Ponca City, Oklahoma [Member] | Property and Equipment [Member] | General and Administrative [Member] | ||||||
Property, Plant and Equipment [Line Items] | ||||||
Net gain or loss on sale | $ (300,000) | $ (300,000) | ||||
Morganfield, Kentucky [Member] | Property and Equipment [Member] | ||||||
Property, Plant and Equipment [Line Items] | ||||||
Proceeds from sale of assets | $ 500,000 | |||||
Property and equipment, net | 300,000 | 300,000 | ||||
Morganfield, Kentucky [Member] | Property and Equipment [Member] | Maximum [Member] | ||||||
Property, Plant and Equipment [Line Items] | ||||||
Selling costs | 100,000 | |||||
Morganfield, Kentucky [Member] | Property and Equipment [Member] | General and Administrative [Member] | ||||||
Property, Plant and Equipment [Line Items] | ||||||
Net gain or loss on sale | $ 200,000 | $ 200,000 |
Deferred Charges and Other As_3
Deferred Charges and Other Assets - Components of Deferred Charges and Other Assets (Detail) - USD ($) $ in Thousands | Dec. 31, 2018 | Jan. 01, 2018 | Dec. 31, 2017 |
Deferred Costs Capitalized Prepaid And Other Assets Disclosure [Abstract] | |||
Trade accounts receivable, net, noncurrent | $ 15,948 | $ 0 | |
Equity method investments (Note 1) | 9,702 | 10,341 | |
Net deferred tax assets, noncurrent (Note 20) | 5,797 | 6,657 | |
Rent and other deposits | 5,687 | 5,379 | |
Value added tax receivables, net, noncurrent | 519 | 548 | |
Other | 5,711 | 6,268 | |
Deferred charges and other assets, total | $ 43,364 | $ 31,238 | $ 29,193 |
Accrued Employee Compensation_3
Accrued Employee Compensation and Benefits - Components of Accrued Employee Compensation and Benefits (Detail) - USD ($) $ in Thousands | Dec. 31, 2018 | Dec. 31, 2017 |
Accrued Employee Compensation And Benefits [Line Items] | ||
Accrued compensation | $ 34,095 | $ 42,505 |
Accrued bonus and commissions | 19,835 | 22,523 |
Accrued vacation | 19,019 | 18,848 |
Accrued employment taxes | 15,598 | 11,412 |
Other | 6,473 | 7,611 |
Accrued employee compensation and benefits | 95,813 | $ 102,899 |
2018 Exit Plan [Member] | Americas [Member] | Accrued Employee Compensation and Benefits [Member] | Severance and Related Costs [Member] | ||
Accrued Employee Compensation And Benefits [Line Items] | ||
Accrued severance and related costs (Note 4) | $ 793 |
Other Accrued Expenses and Cu_3
Other Accrued Expenses and Current Liabilities - Other Accrued Expenses and Current Liabilities (Detail) - USD ($) $ in Thousands | Dec. 31, 2018 | Dec. 31, 2017 |
Derivatives, Fair Value [Line Items] | ||
Accrued legal and professional fees | $ 3,380 | $ 3,417 |
Accrued rent | 3,283 | 2,983 |
Accrued customer-acquisition advertising costs (Note 1) | 2,831 | 403 |
Accrued telephone charges | 2,000 | 1,515 |
Accrued roadside assistance claim costs | 1,330 | 2,011 |
Accrued utilities | 1,148 | 1,694 |
Other | 10,034 | 18,501 |
Total | 31,235 | 30,888 |
Other Accrued Expenses and Current Liabilities [Member] | ||
Derivatives, Fair Value [Line Items] | ||
Financial derivatives (Note 11) | 2,859 | $ 364 |
Symphony [Member] | ||
Derivatives, Fair Value [Line Items] | ||
Deferred Symphony acquisition purchase price (Note 3) | 3,394 | |
2018 Exit Plan [Member] | Americas [Member] | Other Accrued Expenses and Current Liabilities [Member] | ||
Derivatives, Fair Value [Line Items] | ||
Accrued restructuring (Note 4) | $ 976 |
Deferred Grants - Schedule of D
Deferred Grants - Schedule of Deferred Grants, Net of Accumulated Amortization (Detail) - USD ($) $ in Thousands | Dec. 31, 2018 | Dec. 31, 2017 |
Deferred Revenue Arrangement [Line Items] | ||
Property grants | $ 1,983 | $ 2,843 |
Lease grants | 369 | 507 |
Employment grants | 13 | 61 |
Total deferred grants | 2,365 | 3,411 |
Total long-term deferred grants | 2,241 | 3,233 |
Other Accrued Expenses and Current Liabilities [Member] | ||
Deferred Revenue Arrangement [Line Items] | ||
Less: Lease grants - short-term | (111) | (117) |
Less: Employment grants - short-term | $ (13) | $ (61) |
Borrowings - Additional Informa
Borrowings - Additional Information (Detail) - USD ($) | Feb. 14, 2019 | Jan. 31, 2018 | Dec. 31, 2018 | Dec. 31, 2016 | Dec. 31, 2017 | May 31, 2015 | May 12, 2015 |
Line of Credit Facility [Line Items] | |||||||
Outstanding borrowings | $ 102,000,000 | $ 275,000,000 | |||||
Long-term debt repaid | $ 231,000,000 | $ 19,000,000 | |||||
Revolving Credit Facility [Member] | |||||||
Line of Credit Facility [Line Items] | |||||||
Maximum borrowing capacity | $ 440,000,000 | ||||||
Line of credit facility, expiration date | May 12, 2020 | ||||||
Outstanding borrowings | $ 102,000,000 | $ 275,000,000 | |||||
Credit agreement customary fees description | The Company is required to pay certain customary fees, including a commitment fee determined quarterly based on the Company’s leverage ratio and due quarterly in arrears as calculated on the average unused amount of the Credit Agreement | ||||||
Underwriting fee for credit agreement | $ 900,000 | ||||||
Long-term debt repaid | $ 175,000,000 | ||||||
Revolving Credit Facility [Member] | Subsequent Event [Member] | |||||||
Line of Credit Facility [Line Items] | |||||||
Maximum borrowing capacity | $ 500,000,000 | ||||||
Line of credit facility, expiration date | Feb. 14, 2024 | ||||||
Revolving Credit Facility [Member] | Non-Voting Capital Stock Direct Foreign Subsidiaries [Member] | |||||||
Line of Credit Facility [Line Items] | |||||||
Percentage of capital stock pledged under credit agreement | 100.00% | ||||||
Revolving Credit Facility [Member] | Voting Capital Stock Direct Foreign Subsidiaries [Member] | |||||||
Line of Credit Facility [Line Items] | |||||||
Percentage of capital stock pledged under credit agreement | 65.00% | ||||||
Alternate-Currency Sub-Facility [Member] | |||||||
Line of Credit Facility [Line Items] | |||||||
Maximum borrowing capacity | 200,000,000 | ||||||
Alternate-Currency Sub-Facility [Member] | Subsequent Event [Member] | |||||||
Line of Credit Facility [Line Items] | |||||||
Maximum borrowing capacity | $ 200,000,000 | ||||||
Swingline Sub-Facility [Member] | |||||||
Line of Credit Facility [Line Items] | |||||||
Maximum borrowing capacity | 10,000,000 | ||||||
Swingline Sub-Facility [Member] | Subsequent Event [Member] | |||||||
Line of Credit Facility [Line Items] | |||||||
Maximum borrowing capacity | 15,000,000 | ||||||
Letter of Credit [Member] | |||||||
Line of Credit Facility [Line Items] | |||||||
Maximum borrowing capacity | $ 35,000,000 | ||||||
Letter of Credit [Member] | Subsequent Event [Member] | |||||||
Line of Credit Facility [Line Items] | |||||||
Maximum borrowing capacity | $ 15,000,000 | ||||||
Prior Credit Agreement [Member] | |||||||
Line of Credit Facility [Line Items] | |||||||
Underwriting fee for credit agreement | $ 400,000 |
Borrowings - Information Relate
Borrowings - Information Related to Credit Agreements (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Line Of Credit Facility [Abstract] | |||
Average daily utilization | $ 106,189 | $ 268,775 | $ 222,612 |
Interest expense | $ 3,817 | $ 6,668 | $ 3,952 |
Weighted average interest rate | 3.60% | 2.50% | 1.80% |
Accumulated Other Comprehensi_3
Accumulated Other Comprehensive Income (Loss) - Components of Accumulated Other Comprehensive Income (Loss) (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Accumulated Other Comprehensive Income (Loss) [Line Items] | |||
Beginning Balance | $ 796,479 | $ 724,522 | $ 678,680 |
Ending Balance | 826,609 | 796,479 | 724,522 |
Foreign Currency Translation Adjustments [Member] | |||
Accumulated Other Comprehensive Income (Loss) [Line Items] | |||
Beginning Balance | (36,315) | (72,393) | (58,601) |
Pre-tax amount | (22,158) | 36,101 | (13,832) |
Foreign currency translation | 220 | (23) | 40 |
Ending Balance | (58,253) | (36,315) | (72,393) |
Unrealized Gain (Loss) on Net Investment Hedge [Member] | |||
Accumulated Other Comprehensive Income (Loss) [Line Items] | |||
Beginning Balance | 1,046 | 6,266 | 4,170 |
Pre-tax amount | (8,352) | 3,409 | |
Tax (provision) benefit | 3,132 | (1,313) | |
Ending Balance | 1,046 | 1,046 | 6,266 |
Unrealized Gain (Loss) on Cash Flow Hedging Instruments [Member] | |||
Accumulated Other Comprehensive Income (Loss) [Line Items] | |||
Beginning Balance | 2,471 | (2,225) | (527) |
Pre-tax amount | (4,287) | 2,276 | (2,313) |
Tax (provision) benefit | 84 | (54) | 72 |
Reclassification of (gain) loss to net income | 6 | 2,444 | 527 |
Foreign currency translation | (138) | 30 | 16 |
Ending Balance | (1,864) | 2,471 | (2,225) |
Unrealized Actuarial Gain (Loss) Related to Pension Liability [Member] | |||
Accumulated Other Comprehensive Income (Loss) [Line Items] | |||
Beginning Balance | 1,574 | 1,125 | 1,029 |
Pre-tax amount | 783 | 527 | 212 |
Tax (provision) benefit | 47 | (18) | (8) |
Reclassification of (gain) loss to net income | (66) | (53) | (52) |
Foreign currency translation | (82) | (7) | (56) |
Ending Balance | 2,256 | 1,574 | 1,125 |
Unrealized Gain (Loss) on Postretirement Obligation [Member] | |||
Accumulated Other Comprehensive Income (Loss) [Line Items] | |||
Beginning Balance | 120 | 200 | 267 |
Pre-tax amount | (30) | (9) | |
Reclassification of (gain) loss to net income | (80) | (50) | (58) |
Ending Balance | 40 | 120 | 200 |
Accumulated Other Comprehensive Income (Loss) [Member] | |||
Accumulated Other Comprehensive Income (Loss) [Line Items] | |||
Beginning Balance | (31,104) | (67,027) | (53,662) |
Pre-tax amount | (25,662) | 30,522 | (12,533) |
Tax (provision) benefit | 131 | 3,060 | (1,249) |
Reclassification of (gain) loss to net income | (140) | 2,341 | 417 |
Ending Balance | $ (56,775) | $ (31,104) | $ (67,027) |
Accumulated Other Comprehensi_4
Accumulated Other Comprehensive Income (Loss) - Amounts Reclassified to Net Income from Accumulated Other Comprehensive Income (Loss) (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Reclassification Adjustment out of Accumulated Other Comprehensive Income [Line Items] | |||
Pre-tax amount | $ 56,917 | $ 81,307 | $ 88,884 |
Tax (provision) benefit | 7,991 | 49,091 | 26,494 |
Reclassification of gain (loss) to net income | 48,926 | 32,216 | 62,390 |
Reclassification out of Accumulated Other Comprehensive Income [Member] | |||
Reclassification Adjustment out of Accumulated Other Comprehensive Income [Line Items] | |||
Reclassification of gain (loss) to net income | 140 | (2,341) | (417) |
Reclassification out of Accumulated Other Comprehensive Income [Member] | Gain (Loss) on Cash Flow Hedging Instruments [Member] | |||
Reclassification Adjustment out of Accumulated Other Comprehensive Income [Line Items] | |||
Tax (provision) benefit | 48 | 93 | 31 |
Reclassification of gain (loss) to net income | (6) | (2,444) | (527) |
Reclassification out of Accumulated Other Comprehensive Income [Member] | Actuarial Gain (Loss) Related to Pension Liability [Member] | |||
Reclassification Adjustment out of Accumulated Other Comprehensive Income [Line Items] | |||
Tax (provision) benefit | 8 | 10 | 12 |
Reclassification of gain (loss) to net income | 66 | 53 | 52 |
Reclassification out of Accumulated Other Comprehensive Income [Member] | Revenues [Member] | Gain (Loss) on Cash Flow Hedging Instruments [Member] | |||
Reclassification Adjustment out of Accumulated Other Comprehensive Income [Line Items] | |||
Pre-tax amount | (54) | (2,537) | (558) |
Reclassification out of Accumulated Other Comprehensive Income [Member] | Other Income (Expense), Net [Member] | Actuarial Gain (Loss) Related to Pension Liability [Member] | |||
Reclassification Adjustment out of Accumulated Other Comprehensive Income [Line Items] | |||
Pre-tax amount | 58 | 43 | 40 |
Reclassification out of Accumulated Other Comprehensive Income [Member] | Other Income (Expense), Net [Member] | Gain (Loss) on Postretirement Obligation [Member] | |||
Reclassification Adjustment out of Accumulated Other Comprehensive Income [Line Items] | |||
Reclassification of gain (loss) to net income | $ 80 | $ 50 | $ 58 |
Income Taxes - Income from Cont
Income Taxes - Income from Continuing Operations before Income Taxes (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Income Tax Disclosure [Abstract] | |||
Domestic (U.S., state and local) | $ 6,971 | $ 9,662 | $ 34,761 |
Foreign | 49,946 | 71,645 | 54,123 |
Income before income taxes | $ 56,917 | $ 81,307 | $ 88,884 |
Income Taxes - Significant Comp
Income Taxes - Significant Components of Income Tax Provision (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Current: | |||
U.S. federal | $ (492) | $ 29,986 | $ 9,514 |
State and local | 54 | 855 | 1,958 |
Foreign | 9,938 | 10,342 | 12,683 |
Total current provision for income taxes | 9,500 | 41,183 | 24,155 |
Deferred: | |||
U.S. federal | (498) | 7,919 | 2,007 |
State and local | (85) | 922 | (526) |
Foreign | (926) | (933) | 858 |
Total deferred provision (benefit) for income taxes | (1,509) | 7,908 | 2,339 |
Total provision for income taxes | $ 7,991 | $ 49,091 | $ 26,494 |
Income Taxes - Significant Port
Income Taxes - Significant Portions of Deferred Income Tax Provision (Benefit) Due to Temporary Differences (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Income Tax Disclosure [Abstract] | |||
Net operating loss and tax credit carryforwards | $ (613) | $ 1,231 | $ 285 |
Accrued expenses/liabilities | (2,512) | 16,470 | 1,173 |
Depreciation and amortization | 101 | (10,571) | 1,286 |
Valuation allowance | 1,558 | (1,441) | 901 |
Deferred statutory income | 6 | 2,479 | (1,394) |
Other | (49) | (260) | 88 |
Total deferred provision (benefit) for income taxes | $ (1,509) | $ 7,908 | $ 2,339 |
Income Taxes - Reconciliation o
Income Taxes - Reconciliation of Income Tax Provision (Detail) - USD ($) $ in Thousands | 3 Months Ended | 12 Months Ended | ||
Dec. 31, 2017 | Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Tax at U.S. federal statutory tax rate | $ 11,953 | $ 28,457 | $ 31,109 | |
State income taxes, net of federal tax benefit | (31) | 594 | 1,432 | |
Foreign rate differential | (4,620) | (14,736) | (15,837) | |
Tax holidays | (4,050) | (2,951) | (3,314) | |
Permanent differences | 12,150 | 8,749 | 12,768 | |
Tax credits | (8,979) | (5,102) | (4,396) | |
Foreign withholding and other taxes | (840) | 2,661 | 2,667 | |
Valuation allowance | 1,549 | (1,689) | 994 | |
Uncertain tax positions | 771 | (1,812) | 398 | |
Statutory tax rate changes | 96 | 2,536 | 242 | |
Other | 209 | (321) | 431 | |
Total provision for income taxes | 7,991 | 49,091 | $ 26,494 | |
US 2017 Tax Reform Act [Member] | ||||
2017 Tax Reform Act | $ 32,700 | $ (217) | $ 32,705 |
Income Taxes - Additional Infor
Income Taxes - Additional Information (Detail) - USD ($) | 3 Months Ended | 6 Months Ended | 12 Months Ended | |||
Dec. 31, 2017 | Jun. 30, 2018 | Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | Dec. 31, 2015 | |
Income Tax [Line Items] | ||||||
Withholding taxes related to offshore cash movements | $ 2,000,000 | $ 1,700,000 | $ 2,000,000 | |||
Statutory federal income tax rate | 21.00% | 35.00% | ||||
Undistributed earnings of foreign subsidiaries | $ 531,800,000 | $ 531,800,000 | ||||
Decrease in the amount of the provision for income taxes due to tax holidays | $ 4,050,000 | $ 2,951,000 | $ 3,314,000 | |||
Income tax holidays, income tax benefit per share | $ 0.10 | $ 0.07 | $ 0.08 | |||
Income tax loss carryforwards, total | $ 154,200,000 | |||||
Unrecognized tax benefits | 1,342,000 | 2,720,000 | $ 1,342,000 | $ 8,531,000 | $ 8,116,000 | |
Unrecognized tax benefits that would impact effective tax rate | 1,300,000 | 2,700,000 | 1,300,000 | |||
Accrued interest and penalties related to unrecognized tax benefits | 1,300,000 | 600,000 | 1,300,000 | |||
Interest and penalties recognized in the accompanying Consolidated Statement of Operations | 700,000 | (9,500,000) | $ 400,000 | |||
Canada Revenue Agency [Member] | ||||||
Income Tax [Line Items] | ||||||
Income tax benefit recognized on settlement of Canadian audit | $ (1,200,000) | (2,800,000) | ||||
Statutory Penalties [Member] | ||||||
Income Tax [Line Items] | ||||||
Accrued interest and penalties related to unrecognized tax benefits | 800,000 | 400,000 | 800,000 | |||
Long-Term Income Tax Liabilities [Member] | ||||||
Income Tax [Line Items] | ||||||
Unrecognized tax benefits | 1,300,000 | $ 2,700,000 | 1,300,000 | |||
Minimum [Member] | ||||||
Income Tax [Line Items] | ||||||
Income tax holiday expiration dates | 2,019 | |||||
Maximum [Member] | ||||||
Income Tax [Line Items] | ||||||
Income tax holiday expiration dates | 2,028 | |||||
US 2017 Tax Reform Act [Member] | ||||||
Income Tax [Line Items] | ||||||
Statutory federal income tax rate | 21.00% | |||||
Additional income tax expense/benefit attributable to the enactment of the 2017 Tax Reform Act | 32,700,000 | $ (217,000) | 32,705,000 | |||
US 2017 Tax Reform Act [Member] | One-Time Transition Tax on Mandatory Deemed Repatriation of Foreign Earnings [Member] | ||||||
Income Tax [Line Items] | ||||||
Additional income tax expense/benefit attributable to the enactment of the 2017 Tax Reform Act | 32,700,000 | 32,700,000 | ||||
US 2017 Tax Reform Act [Member] | Foreign Withholding Taxes on Certain Anticipated Distributions [Member] | ||||||
Income Tax [Line Items] | ||||||
Additional income tax expense/benefit attributable to the enactment of the 2017 Tax Reform Act | 1,000,000 | 1,000,000 | ||||
US 2017 Tax Reform Act [Member] | Remeasurement of Certain Deferred Tax Assets and Liabilities [Member] | ||||||
Income Tax [Line Items] | ||||||
Additional income tax expense/benefit attributable to the enactment of the 2017 Tax Reform Act | $ (1,000,000) | $ (1,000,000) | ||||
Foreign Operations [Member] | ||||||
Income Tax [Line Items] | ||||||
Income tax loss carryforwards, total | 123,800,000 | |||||
Operating loss carryforwards not recognized | 116,600,000 | |||||
Foreign Operations [Member] | Indefinite Expiration Date [Member] | ||||||
Income Tax [Line Items] | ||||||
Income tax loss carryforwards, total | 93,900,000 | |||||
Foreign Operations [Member] | Varying Expiration Dates [Member] | ||||||
Income Tax [Line Items] | ||||||
Income tax loss carryforwards, total | $ 22,700,000 | |||||
Foreign Operations [Member] | Maximum [Member] | Varying Expiration Dates [Member] | ||||||
Income Tax [Line Items] | ||||||
Tax credit carryforward expiration date | Dec. 31, 2039 | |||||
U.S. State Operations [Member] | ||||||
Income Tax [Line Items] | ||||||
Income tax loss carryforwards, total | $ 30,400,000 | |||||
Benefit recognized from operating loss carryforward | 0 | |||||
Operating loss carryforwards not recognized | $ 24,000,000 |
Income Taxes - Schedule of Defe
Income Taxes - Schedule of Deferred Tax Assets and Liabilities Classifications (Detail) - USD ($) $ in Thousands | Dec. 31, 2018 | Dec. 31, 2017 |
Deferred tax assets: | ||
Net operating loss and tax credit carryforwards | $ 34,565 | $ 33,803 |
Valuation allowance | (32,299) | (32,443) |
Accrued expenses | 9,500 | 9,938 |
Deferred revenue and customer liabilities | 4,138 | 4,544 |
Depreciation and amortization | 1,693 | 1,628 |
Other | 413 | 229 |
Deferred tax assets, total | 18,010 | 17,699 |
Deferred tax liabilities: | ||
Depreciation and amortization | (13,199) | (12,999) |
Deferred statutory income | (838) | (938) |
Accrued liabilities | (1,779) | (2,849) |
Other | (253) | (258) |
Deferred tax liabilities, total | (16,069) | (17,044) |
Net deferred tax assets | $ 1,941 | $ 655 |
Income Taxes - Significant Po_2
Income Taxes - Significant Portions of Deferred Tax Assets and Liabilities Due to Temporary Differences (Detail) - USD ($) $ in Thousands | Dec. 31, 2018 | Dec. 31, 2017 |
Classified as follows: | ||
Deferred charges and other assets (Note 14) | $ 5,797 | $ 6,657 |
Other long-term liabilities | (3,856) | (6,002) |
Net deferred tax assets | $ 1,941 | $ 655 |
Income Taxes - Reconciliation_2
Income Taxes - Reconciliation of Amounts of Unrecognized Net Tax Benefits (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Income Tax Disclosure [Abstract] | |||
Balance at the beginning of the period | $ 1,342 | $ 8,531 | $ 8,116 |
Current period tax position increases | 2,950 | ||
Decreases from settlements with tax authorities | (191) | (10,865) | |
Decreases due to lapse in applicable statute of limitations | (1,310) | (466) | |
Foreign currency translation increases (decreases) | (71) | 4,142 | 415 |
Balance at the end of the period | $ 2,720 | $ 1,342 | $ 8,531 |
Earnings Per Share - Numbers of
Earnings Per Share - Numbers of Shares Used in Earnings Per Share Computation (Detail) - shares shares in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Basic: | |||
Weighted average common shares outstanding | 42,090 | 41,822 | 41,847 |
Diluted: | |||
Dilutive effect of stock appreciation rights, restricted stock, restricted stock units and shares held in rabbi trust | 156 | 319 | 392 |
Total weighted average diluted shares outstanding | 42,246 | 42,141 | 42,239 |
Anti-dilutive shares excluded from the diluted earnings per share calculation | 44 | 46 | 20 |
Earnings Per Share - Additional
Earnings Per Share - Additional Information (Detail) - 2011 Share Repurchase Program [Member] - shares | 12 Months Ended | 88 Months Ended | ||
Dec. 31, 2016 | Dec. 31, 2018 | Mar. 16, 2016 | Aug. 18, 2011 | |
Equity, Class of Treasury Stock [Line Items] | ||||
Maximum amount of shares authorized for repurchase | 10,000,000 | 5,000,000 | ||
Total Number of Shares Repurchased | 390,000 | 5,300,000 | ||
Increase in shares authorized for repurchase | 5,000,000 |
Earnings Per Share - Shares Rep
Earnings Per Share - Shares Repurchased (Detail) - USD ($) $ / shares in Units, shares in Thousands, $ in Thousands | 12 Months Ended | 88 Months Ended |
Dec. 31, 2016 | Dec. 31, 2018 | |
Schedule Of Shares Repurchased [Line Items] | ||
Total Cost of Shares Repurchased | $ 11,144 | |
Minimum [Member] | ||
Schedule Of Shares Repurchased [Line Items] | ||
Range of Prices Paid Per Share | $ 27.81 | |
Maximum [Member] | ||
Schedule Of Shares Repurchased [Line Items] | ||
Range of Prices Paid Per Share | $ 30 | |
2011 Share Repurchase Program [Member] | ||
Schedule Of Shares Repurchased [Line Items] | ||
Total Number of Shares Repurchased | 390 | 5,300 |
Commitments and Loss Continge_3
Commitments and Loss Contingency - Rental Expense under Operating Leases (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Commitments And Contingencies Disclosure [Abstract] | |||
Rental expense | $ 67,980 | $ 59,906 | $ 55,584 |
Commitments and Loss Continge_4
Commitments and Loss Contingency - Schedule of Future Minimum Rental Payments under Operating Leases (Detail) $ in Thousands | Dec. 31, 2018USD ($) |
Operating Leases Future Minimum Payments Due [Abstract] | |
2,019 | $ 53,071 |
2,020 | 48,770 |
2,021 | 43,324 |
2,022 | 34,063 |
2,023 | 22,583 |
2024 and thereafter | 51,456 |
Total minimum payments required | $ 253,267 |
Commitments and Loss Continge_5
Commitments and Loss Contingency - Additional Information (Detail) - USD ($) | Oct. 17, 2018 | Dec. 31, 2018 |
Slaughter Lawsuit [Member] | ||
Long-term Purchase Commitment [Line Items] | ||
Loss contingency lawsuit filing date | August 24, 2017 | |
Litigation verbal settlement agreement date | October 17, 2018 | |
Outstanding legal action settlement, amount | $ 1,200,000 | |
Litigation settlement amount paid | $ 1,200,000 | |
Slaughter Lawsuit [Member] | General and Administrative [Member] | ||
Long-term Purchase Commitment [Line Items] | ||
Litigation charges in period | $ 1,200,000 | |
Minimum [Member] | ||
Long-term Purchase Commitment [Line Items] | ||
Term of agreements with third party vendors | 1 year | |
Loss Contingency, net of federal benefit | $ 0 | |
Maximum [Member] | ||
Long-term Purchase Commitment [Line Items] | ||
Term of agreements with third party vendors | 5 years | |
Loss Contingency, net of federal benefit | $ 1,200,000 |
Commitments and Loss Continge_6
Commitments and Loss Contingency - Schedule of Future Minimum Purchases Remaining under Agreements (Detail) $ in Thousands | Dec. 31, 2018USD ($) |
Unrecorded Unconditional Purchase Obligation [Abstract] | |
2,019 | $ 61,281 |
2,020 | 16,308 |
2,021 | 2,216 |
2,022 | 1,021 |
2,023 | 525 |
2024 and thereafter | 0 |
Total minimum payments required | $ 81,351 |
Defined Benefit Pension Plan _3
Defined Benefit Pension Plan and Postretirement Benefits - Additional Information (Detail) | 12 Months Ended |
Dec. 31, 2018USD ($) | |
Pension Plans, Postretirement and Other Employee Benefits [Line Items] | |
Company's maximum expected cash contributions to the Pension Plans in the next fiscal year | $ 0 |
Maximum expected actuarial gain to be recognize as a component of periodic benefit cost next fiscal year | $ 100,000 |
Percentage of employer's contribution based on participants contribution | 50.00% |
Maximum [Member] | |
Pension Plans, Postretirement and Other Employee Benefits [Line Items] | |
Percentage of employer's contribution based on participants compensation | 2.00% |
Defined Benefit Pension Plan _4
Defined Benefit Pension Plan and Postretirement Benefits - Reconciliation of Change in Benefit Obligation (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Defined Benefit Plan Accumulated Other Comprehensive Income Before Tax [Abstract] | |||
Balance at the beginning of the period | $ 3,642 | $ 3,551 | |
Service cost | 448 | 443 | $ 443 |
Interest cost | 196 | 194 | 165 |
Actuarial (gains) losses | (783) | (521) | |
Benefits paid | (32) | (3) | |
Effect of foreign currency translation | (189) | (22) | |
Balance at the end of the period | 3,282 | 3,642 | $ 3,551 |
Unfunded status | (3,282) | (3,642) | |
Net amount recognized | $ (3,282) | $ (3,642) |
Defined Benefit Pension Plan _5
Defined Benefit Pension Plan and Postretirement Benefits - Benefit Obligations and Net Periodic Benefit Cost for Pension Plans (Detail) | Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 |
Defined Benefit Plan Disclosure [Line Items] | |||
Rate of compensation increase | 2.00% | 2.00% | 2.00% |
Minimum [Member] | |||
Defined Benefit Plan Disclosure [Line Items] | |||
Discount rate | 7.40% | 5.50% | 5.50% |
Maximum [Member] | |||
Defined Benefit Plan Disclosure [Line Items] | |||
Discount rate | 7.50% | 5.60% | 5.60% |
Defined Benefit Pension Plan _6
Defined Benefit Pension Plan and Postretirement Benefits - Net Periodic Benefit Cost for Pension Plans (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Defined Benefit Plan Net Periodic Benefit Cost [Abstract] | |||
Service cost | $ 448 | $ 443 | $ 443 |
Interest cost | 196 | 194 | 165 |
Recognized actuarial (gains) | (58) | (43) | (40) |
Net periodic benefit cost | 586 | 594 | 568 |
Unrealized net actuarial (gains), net of tax | (2,256) | (1,574) | (1,126) |
Total amount recognized in net periodic benefit cost and accumulated other comprehensive income (loss) | $ (1,670) | $ (980) | $ (558) |
Defined Benefit Pension Plan _7
Defined Benefit Pension Plan and Postretirement Benefits - Estimated Future Benefit Payments for Expected Future Service (Detail) $ in Thousands | Dec. 31, 2018USD ($) |
Defined Benefit Plan Estimated Future Benefit Payments [Abstract] | |
2,019 | $ 331 |
2,020 | 109 |
2,021 | 108 |
2,022 | 94 |
2,023 | 130 |
2024 - 2028 | $ 1,035 |
Defined Benefit Pension Plan _8
Defined Benefit Pension Plan and Postretirement Benefits - Company's Contributions to Employee Retirement Savings Plans (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Compensation And Retirement Disclosure [Abstract] | |||
401(k) plan contributions | $ 1,612 | $ 1,502 | $ 969 |
Defined Benefit Pension Plan _9
Defined Benefit Pension Plan and Postretirement Benefits - Post-Retirement Benefit Obligation and Unrealized Gain (Losses) (Detail) - USD ($) $ in Thousands | Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 |
Defined Benefit Plan Disclosure [Line Items] | |||
Postretirement benefit obligation | $ 3,282 | $ 3,642 | $ 3,551 |
Split-Dollar Life Insurance Arrangement [Member] | |||
Defined Benefit Plan Disclosure [Line Items] | |||
Postretirement benefit obligation | 12 | 15 | |
Unrealized gains (losses) in AOCI | $ 40 | $ 120 |
Stock-Based Compensation - Stoc
Stock-Based Compensation - Stock-Based Compensation Expense, Income Tax Benefits Related to Stock-Based Compensation and Excess Tax Benefits (Provision) Recorded by Company (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||
Excess tax benefit from stock-based compensation | $ 2,098 | ||
General and Administrative [Member] | |||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||
Stock-based compensation (expense) | $ (7,543) | $ (7,621) | (10,779) |
Income Taxes [Member] | |||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||
Income tax benefit | $ 1,810 | $ 2,858 | 4,150 |
Additional Paid-in Capital [Member] | |||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||
Excess tax benefit from stock-based compensation | $ 2,098 |
Stock-Based Compensation - Addi
Stock-Based Compensation - Additional Information (Detail) - USD ($) | Nov. 01, 2018 | May 24, 2017 | May 23, 2017 | Dec. 06, 2016 | Dec. 31, 2018 | Dec. 31, 2017 | Jan. 01, 2017 | Dec. 31, 2016 | Jun. 30, 2016 |
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||||||
Capitalized stock-based compensation costs | $ 0 | $ 0 | $ 0 | ||||||
Symphony [Member] | |||||||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||||||
Effective date of acquisition | Nov. 1, 2018 | ||||||||
2011 Equity Incentive Plan [Member] | |||||||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||||||
Number of shares of common stock available under the 2011 plan | 4,000,000 | ||||||||
2011 Equity Incentive Plan [Member] | Stock Appreciation Rights (SARs) [Member] | |||||||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||||||
Share-based Compensation Arrangement by Share-based Payment Award, Expiration Period | 10 years | ||||||||
Share-based compensation vesting period | One-third on March 15th in each of the first three years following the date of grant | ||||||||
Weighted average period | 1 year 9 months 18 days | ||||||||
Total unrecognized compensation cost | $ 2,600,000 | ||||||||
2011 Equity Incentive Plan [Member] | Restricted Shares and Restricted Stock Units (RSU's) [Member] | |||||||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||||||
Share-based compensation vesting period | One-third on March 15th in each of the first three years following the date of grant | ||||||||
Weighted average period | 1 year 4 months 24 days | ||||||||
Total unrecognized compensation cost | $ 6,800,000 | ||||||||
2011 Equity Incentive Plan [Member] | Restricted Shares and Restricted Stock Units (RSU's) [Member] | Minimum [Member] | |||||||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||||||
Range of vesting possibilities | 0.00% | ||||||||
2011 Equity Incentive Plan [Member] | Restricted Shares and Restricted Stock Units (RSU's) [Member] | Maximum [Member] | |||||||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||||||
Range of vesting possibilities | 100.00% | ||||||||
2004 Non-Employee Director Fee Plan [Member] | Common Stock Awards [Member] | |||||||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||||||
Plan expiration date | May 31, 2014 | ||||||||
Non-Employee Director Fee Plan [Member] | Common Stock Awards [Member] | |||||||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||||||
Weighted average period | 8 months 12 days | ||||||||
Total unrecognized compensation cost | $ 200,000 | ||||||||
Value of initial granted shares of common stock to new non employee director | $ 60,000 | ||||||||
Vesting period of initial granted shares of common stock to new non employee director | Twelve equal quarterly installments, one-twelfth on the date of grant and an additional one-twelfth on each successive third monthly anniversary of the date of grant. | ||||||||
Value of Annual Retainer to Non-Employee Director | $ 155,000 | $ 170,000 | |||||||
Annual Retainer payable in cash to Non Employee Director | 55,000 | $ 70,000 | $ 70,000 | ||||||
Annual Retainer payable in stock to Non Employee Director | $ 100,000 | ||||||||
Increased cash component of annual retainer | $ 15,000 | ||||||||
Vesting period of cash annual retainer to non-employee director | Vested in four equal quarterly installments, one-fourth on the day following the annual meeting of shareholders, and an additional one-fourth on each successive third monthly anniversary of the date of grant | ||||||||
Vesting period of annual granted shares of common stock to non-employee director | Four equal quarterly installments, one-fourth on the date of grant and an additional one-fourth on each successive third monthly anniversary of the date of grant | ||||||||
Additional annual cash award to be given to any non employee chairman of board | $ 100,000 | ||||||||
Additional annual cash award to be given to Chairperson of the audit committee | 20,000 | ||||||||
Additional annual cash award to be given to audit committee members | 10,000 | ||||||||
Annual cash awards for the members of the Compensation Committee, Finance Committee and Nominating and Corporate Governance Committee | 7,500 | ||||||||
Annual cash awards for the Chairpersons of the Compensation Committee | 15,000 | ||||||||
Annual cash awards for the Chairpersons of the Finance Committee | 12,500 | ||||||||
Annual cash awards for the Chairpersons of the Nominating and Corporate Governance Committee | 12,500 | ||||||||
Deferred Compensation Plan [Member] | Accrued Employee Compensation and Benefits [Member] | |||||||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||||||
Accrued employee compensation and benefits | $ 11,400,000 | 11,600,000 | |||||||
Deferred Compensation Plan [Member] | Common Stock Awards [Member] | |||||||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||||||
Weighted average period | 4 years 6 months | ||||||||
Total unrecognized compensation cost | $ 200,000 | ||||||||
Percentage of contribution in respect of amounts deferred by certain senior management participants | 50.00% | ||||||||
Vesting period of matching contributions and associated earnings | 7 years | ||||||||
Deferred Compensation Plan [Member] | Common Stock Awards [Member] | Minimum [Member] | |||||||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||||||
Deferred compensation plan, percentage of employee deferral | 1.00% | 1.00% | |||||||
Deferred Compensation Plan [Member] | Common Stock Awards [Member] | Maximum [Member] | |||||||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||||||
Deferred compensation plan, percentage of employee deferral | 80.00% | 100.00% | |||||||
Deferred Compensation Plan [Member] | Common Stock Awards [Member] | Maximum [Member] | President, Chief Executive Officer and Executive Vice Presidents [Member] | |||||||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||||||
Amounts deferred by certain senior management personnel | $ 12,000 | ||||||||
Deferred Compensation Plan [Member] | Common Stock Awards [Member] | Maximum [Member] | Senior Vice President, Global Vice Presidents and Vice Presidents [Member] | |||||||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||||||
Amounts deferred by certain senior management personnel | 7,500 | ||||||||
Deferred Compensation Plan [Member] | Common Stock Awards [Member] | Maximum [Member] | All Other Participants [Member] | |||||||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||||||
Amounts deferred by certain senior management personnel | $ 5,000 | ||||||||
Acquisition-Related Restricted Shares [Member] | Symphony [Member] | |||||||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||||||
Effective date of acquisition | Nov. 1, 2018 | ||||||||
Acquisition-Related Restricted Shares [Member] | Restricted Shares and Restricted Stock Units (RSU's) [Member] | Symphony [Member] | |||||||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||||||
Share-based compensation vesting period | One-half on and after each of May 1, 2020 and November 1, 2021, provided the participant is employed by the Company on such date. | ||||||||
Weighted average period | 2 years 9 months 18 days | ||||||||
Total unrecognized compensation cost | $ 3,600,000 | ||||||||
Accounting Standards Update 2016-09 [Member] | |||||||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||||||
Cumulative effect of accounting change | 79,000 | ||||||||
Retained Earnings [Member] | Accounting Standards Update 2016-09 [Member] | |||||||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||||||
Cumulative effect of accounting change | (153,000) | $ 200,000 | |||||||
Treasury Stock [Member] | Deferred Compensation Plan [Member] | Common Stock Awards [Member] | |||||||||
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||||||||
Common stock match associated with the deferred compensation plan carrying value | $ 2,400,000 | $ 2,100,000 |
Stock-Based Compensation - Summ
Stock-Based Compensation - Summary of Assumptions Used to Estimate Fair Value (Detail) - Stock Appreciation Rights (SARs) [Member] - 2011 Equity Incentive Plan [Member] | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||
Expected volatility | 21.40% | 19.30% | 25.30% |
Weighted-average volatility | 21.40% | 19.30% | 25.30% |
Expected dividend rate | 0.00% | 0.00% | 0.00% |
Expected term (in years) | 5 years | 5 years | 5 years |
Risk-free rate | 2.50% | 1.90% | 1.50% |
Stock-Based Compensation - Su_2
Stock-Based Compensation - Summary of Stock Appreciation Rights Activity (Detail) - Stock Appreciation Rights (SARs) [Member] - 2011 Equity Incentive Plan [Member] - USD ($) $ / shares in Units, shares in Thousands, $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||
Balance at the beginning of the period, Shares | 734 | ||
Granted, Shares | 333 | 396 | 323 |
Exercised, Shares | (62) | ||
Forfeited or expired, Shares | (43) | ||
Balance at the end of the period, Shares | 962 | 734 | |
Vested or expected to vest at the end of the period, Shares | 962 | ||
Exercisable at the end of the period, Shares | 344 | ||
Balance at the beginning of the period, Weighted Average Exercise Price | $ 0 | ||
Granted, Weighted Average Exercise Price | 0 | ||
Exercised, Weighted Average Exercise Price | 0 | ||
Forfeited or expired, Weighted Average Exercise Price | 0 | ||
Balance at the end of the period, Weighted Average Exercise Price | 0 | $ 0 | |
Vested or expected to vest at the end of the period, Weighted Average Exercise Price | 0 | ||
Exercisable at the end of the period, Weighted Average Exercise Price | $ 0 | ||
Balance at the end of the period, Weighted Average Remaining Contractual Term | 8 years 1 month 6 days | ||
Vested or expected to vest at the end of the period, Weighted Average Remaining Contractual Term | 8 years 1 month 6 days | ||
Exercisable at the end of the period, Weighted Average Remaining Contractual Term | 7 years | ||
Balance at the end of the period, Aggregate Intrinsic Value | $ 167 | ||
Vested or expected to vest at the end of the period, Aggregate Intrinsic Value | 167 | ||
Exercisable at the end of the period, Aggregate Intrinsic Value | $ 167 |
Stock-Based Compensation - Weig
Stock-Based Compensation - Weighted Average Grant Date of SARs Granted and Total Intrinsic Value of SARs Exercised (Detail) - Stock Appreciation Rights (SARs) [Member] - 2011 Equity Incentive Plan [Member] - USD ($) $ / shares in Units, shares in Thousands, $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||
Granted, Shares | 333 | 396 | 323 |
Weighted average grant-date fair value per SAR | $ 6.84 | $ 6.24 | $ 7.68 |
Intrinsic value of SARs exercised | $ 320 | $ 1,763 | $ 1,691 |
Fair value of vested | $ 1,950 | $ 1,846 | $ 1,520 |
Stock-Based Compensation - Su_3
Stock-Based Compensation - Summary of Nonvested Stock Appreciation Rights (Detail) - Stock Appreciation Rights (SARs) [Member] - 2011 Equity Incentive Plan [Member] - $ / shares shares in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||
Balance at the beginning of the period, Shares | 600 | ||
Granted, Shares | 333 | 396 | 323 |
Vested, Shares | (272) | ||
Forfeited or expired, Shares | (43) | ||
Balance at the end of the period, Shares | 618 | 600 | |
Balance at the beginning of the period, Weighted Average Grant-Date Fair Value | $ 6.88 | ||
Granted, Weighted Average Grant-Date Fair Value | 6.84 | $ 6.24 | $ 7.68 |
Vested, Weighted Average Grant-Date Fair Value | 7.16 | ||
Forfeited or expired, Weighted Average Grant-Date Fair Value | 6.75 | ||
Balance at the end of the period, Weighted Average Grant-Date Fair Value | $ 6.74 | $ 6.88 |
Stock-Based Compensation - Su_4
Stock-Based Compensation - Summary of Nonvested Restricted Shares and Restricted Stock Units (Detail) - Restricted Shares and Restricted Stock Units (RSU's) [Member] - 2011 Equity Incentive Plan [Member] - $ / shares shares in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||
Balance at the beginning of the period, Shares | 1,109 | ||
Granted, Shares | 492 | 480 | 451 |
Vested, Shares | (323) | ||
Forfeited, Shares | (134) | ||
Balance at the end of the period, Shares | 1,144 | 1,109 | |
Balance at the beginning of the period, Weighted Average Grant-Date Fair Value | $ 28.50 | ||
Granted, Weighted Average Grant-Date Fair Value | 28.16 | $ 29.42 | $ 30.32 |
Vested, Weighted Average Grant-Date Fair Value | 25.78 | ||
Forfeited or expired, Weighted Average Grant-Date Fair Value | 28.23 | ||
Balance at the end of the period, Weighted Average Grant-Date Fair Value | $ 29.15 | $ 28.50 |
Stock-Based Compensation - Su_5
Stock-Based Compensation - Summary of Weighted Average Grant-Date Fair Value Granted and Total Fair Value of Restricted Shares and Restricted Stock Units Vested (Detail) - Restricted Shares and Restricted Stock Units (RSU's) [Member] - 2011 Equity Incentive Plan [Member] - USD ($) $ / shares in Units, shares in Thousands, $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||
Granted, Shares | 492 | 480 | 451 |
Weighted average grant-date fair value | $ 28.16 | $ 29.42 | $ 30.32 |
Fair value of vested | $ 8,342 | $ 6,868 | $ 6,785 |
Stock-Based Compensation - Su_6
Stock-Based Compensation - Summary of Nonvested Common Stock Units and Share Awards (Detail) - Common Stock Awards [Member] - Non-Employee Director Fee Plan [Member] - $ / shares shares in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||
Balance at the beginning of the period, Shares | 8 | ||
Granted, Shares | 34 | 24 | 32 |
Vested, Shares | (31) | ||
Forfeited, Shares | (2) | ||
Balance at the end of the period, Shares | 9 | 8 | |
Balance at the beginning of the period, Weighted Average Grant-Date Fair Value | $ 32.21 | ||
Granted, Weighted Average Grant-Date Fair Value | 27.68 | $ 32.93 | $ 29.04 |
Vested, Weighted Average Grant-Date Fair Value | 28.80 | ||
Forfeited or expired, Weighted Average Grant-Date Fair Value | 27.68 | ||
Balance at the end of the period, Weighted Average Grant-Date Fair Value | $ 27.72 | $ 32.21 |
Stock-Based Compensation - Su_7
Stock-Based Compensation - Summary of Weighted Average Grant-Date Fair Value of Common Stock Units and Share Awards Granted and Total Fair Value of Common Stock Units and Share Awards Vested (Detail) - Common Stock Awards [Member] - Non-Employee Director Fee Plan [Member] - USD ($) $ / shares in Units, shares in Thousands, $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||
Granted, Shares | 34 | 24 | 32 |
Granted, Weighted Average Grant-Date Fair Value | $ 27.68 | $ 32.93 | $ 29.04 |
Fair value of vested | $ 880 | $ 850 | $ 850 |
Stock-Based Compensation - Su_8
Stock-Based Compensation - Summary of Nonvested Common Stock (Detail) - Common Stock Awards [Member] - Deferred Compensation Plan [Member] - $ / shares shares in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||
Balance at the beginning of the period, Shares | 3 | ||
Granted, Shares | 16 | 13 | 8 |
Vested, Shares | (11) | ||
Forfeited, Shares | 0 | ||
Balance at the end of the period, Shares | 8 | 3 | |
Balance at the beginning of the period, Weighted Average Grant-Date Fair Value | $ 29.56 | ||
Granted, Weighted Average Grant-Date Fair Value | 28.48 | $ 30.49 | $ 29.36 |
Vested, Weighted Average Grant-Date Fair Value | 28.41 | ||
Forfeited or expired, Weighted Average Grant-Date Fair Value | 0 | ||
Balance at the end of the period, Weighted Average Grant-Date Fair Value | $ 29.01 | $ 29.56 |
Stock-Based Compensation - Su_9
Stock-Based Compensation - Summary of Weighted Average Grant-Date Fair Value of Common Stock Awarded and Cash Used to Settle Company's Obligation under Deferred Compensation (Detail) - Common Stock Awards [Member] - Deferred Compensation Plan [Member] - USD ($) $ / shares in Units, shares in Thousands, $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |||
Granted, Shares | 16 | 13 | 8 |
Weighted average grant-date fair value | $ 28.48 | $ 30.49 | $ 29.36 |
Fair value of vested | $ 315 | $ 334 | $ 255 |
Cash used to settle the obligation | $ 804 | $ 1,134 | $ 396 |
Stock-Based Compensation - S_10
Stock-Based Compensation - Summary of Nonvested Acquisition-Related Restricted Shares and Restricted Stock Units (Detail) - Restricted Shares and Restricted Stock Units (RSU's) [Member] - Acquisition-Related Restricted Shares [Member] - Symphony [Member] shares in Thousands | 12 Months Ended |
Dec. 31, 2018$ / sharesshares | |
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |
Balance at the beginning of the period, Shares | shares | 0 |
Granted, Shares | shares | 124 |
Vested, Shares | shares | 0 |
Forfeited, Shares | shares | 0 |
Balance at the end of the period, Shares | shares | 124 |
Balance at the beginning of the period, Weighted Average Grant-Date Fair Value | $ / shares | $ 0 |
Granted, Weighted Average Grant-Date Fair Value | $ / shares | 30.67 |
Vested, Weighted Average Grant-Date Fair Value | $ / shares | 0 |
Forfeited or expired, Weighted Average Grant-Date Fair Value | $ / shares | 0 |
Balance at the end of the period, Weighted Average Grant-Date Fair Value | $ / shares | $ 30.67 |
Stock-Based Compensation - S_11
Stock-Based Compensation - Summary of Acquisition-Related Restricted Shares and Restricted Stock Units Granted and Vested (Detail) - Restricted Shares and Restricted Stock Units (RSU's) [Member] - Acquisition-Related Restricted Shares [Member] - Symphony [Member] $ / shares in Units, shares in Thousands, $ in Thousands | 12 Months Ended |
Dec. 31, 2018USD ($)$ / sharesshares | |
Share-based Compensation Arrangement by Share-based Payment Award [Line Items] | |
Granted, Shares | shares | 124 |
Weighted average grant-date fair value | $ / shares | $ 30.67 |
Fair value of vested | $ | $ 0 |
Segments and Geographic Infor_3
Segments and Geographic Information - Additional Information (Detail) | 12 Months Ended | ||
Dec. 31, 2018SegmentRegion | Dec. 31, 2017 | Dec. 31, 2016 | |
Segment Reporting Information [Line Items] | |||
Number of operating regions | Region | 2 | ||
Number of reportable segments | Segment | 2 | ||
Percentage of consolidated revenue of top ten clients | 44.20% | 46.90% | 49.20% |
Minimum [Member] | AT&T Corporation [Member] | |||
Segment Reporting Information [Line Items] | |||
Contract expiration date | Jan. 1, 2019 | ||
Maximum [Member] | AT&T Corporation [Member] | |||
Segment Reporting Information [Line Items] | |||
Contract expiration date | Dec. 31, 2021 |
Segments and Geographic Infor_4
Segments and Geographic Information - Company's Reportable Segments (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Segment Reporting Information [Line Items] | |||
Revenues | $ 1,625,687 | $ 1,586,008 | $ 1,460,037 |
Percentage of revenues | 100.00% | 100.00% | 100.00% |
Depreciation, net | $ 57,350 | $ 55,972 | $ 49,013 |
Amortization of intangibles | 15,542 | 21,082 | 19,377 |
Income (loss) from operations | 63,202 | 87,042 | 92,373 |
Total other income (expense), net | (6,285) | (5,735) | (3,489) |
Income taxes | (7,991) | (49,091) | (26,494) |
Net income | 48,926 | 32,216 | 62,390 |
Americas [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | 1,330,638 | 1,325,643 | 1,220,818 |
Americas [Member] | Operating Segments [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | $ 1,330,638 | $ 1,325,643 | $ 1,220,818 |
Percentage of revenues | 81.90% | 83.60% | 83.60% |
Depreciation, net | $ 48,378 | $ 47,730 | $ 42,436 |
Amortization of intangibles | 14,287 | 20,144 | 18,329 |
Income (loss) from operations | 108,021 | 136,386 | 140,256 |
EMEA [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | 294,954 | 260,283 | 239,089 |
EMEA [Member] | Operating Segments [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | $ 294,954 | $ 260,283 | $ 239,089 |
Percentage of revenues | 18.10% | 16.40% | 16.40% |
Depreciation, net | $ 5,952 | $ 5,211 | $ 4,532 |
Amortization of intangibles | 1,255 | 938 | 1,048 |
Income (loss) from operations | 16,507 | 16,067 | 18,380 |
Other Segment [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenues | $ 95 | $ 82 | $ 130 |
Percentage of revenues | 0.00% | 0.00% | 0.00% |
Depreciation, net | $ 3,020 | $ 3,031 | $ 2,045 |
Income (loss) from operations | (61,326) | (65,411) | (66,263) |
Total other income (expense), net | (6,285) | (5,735) | (3,489) |
Income taxes | $ (7,991) | $ (49,091) | $ (26,494) |
Segments and Geographic Infor_5
Segments and Geographic Information - Revenues by Segment from Major Customers (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Revenue, Major Customer [Line Items] | |||
Amount | $ 1,625,687 | $ 1,586,008 | $ 1,460,037 |
AT&T Corporation [Member] | Customer Concentration Risk [Member] | |||
Revenue, Major Customer [Line Items] | |||
Amount | $ 164,972 | $ 220,010 | $ 239,033 |
AT&T Corporation [Member] | Sales Revenue, Net [Member] | Customer Concentration Risk [Member] | |||
Revenue, Major Customer [Line Items] | |||
% of Revenues | 10.10% | 13.90% | 16.40% |
Americas [Member] | |||
Revenue, Major Customer [Line Items] | |||
Amount | $ 1,330,638 | $ 1,325,643 | $ 1,220,818 |
Americas [Member] | AT&T Corporation [Member] | Customer Concentration Risk [Member] | |||
Revenue, Major Customer [Line Items] | |||
Amount | $ 164,793 | $ 220,010 | $ 239,033 |
Americas [Member] | AT&T Corporation [Member] | Sales Revenue, Net [Member] | Customer Concentration Risk [Member] | |||
Revenue, Major Customer [Line Items] | |||
% of Revenues | 12.40% | 16.60% | 19.60% |
EMEA [Member] | |||
Revenue, Major Customer [Line Items] | |||
Amount | $ 294,954 | $ 260,283 | $ 239,089 |
EMEA [Member] | AT&T Corporation [Member] | Customer Concentration Risk [Member] | |||
Revenue, Major Customer [Line Items] | |||
Amount | $ 179 | ||
EMEA [Member] | AT&T Corporation [Member] | Sales Revenue, Net [Member] | Customer Concentration Risk [Member] | |||
Revenue, Major Customer [Line Items] | |||
% of Revenues | 0.10% | 0.00% | 0.00% |
Segments and Geographic Infor_6
Segments and Geographic Information - Total Revenue from Company's Next Largest Client (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Revenue, Major Customer [Line Items] | |||
Amount | $ 1,625,687 | $ 1,586,008 | $ 1,460,037 |
Customer Concentration Risk [Member] | Next Largest Client [Member] | |||
Revenue, Major Customer [Line Items] | |||
Amount | $ 105,852 | $ 109,475 | $ 90,508 |
Customer Concentration Risk [Member] | Sales Revenue, Net [Member] | Next Largest Client [Member] | |||
Revenue, Major Customer [Line Items] | |||
% of Revenues | 6.50% | 6.90% | 6.20% |
Americas [Member] | |||
Revenue, Major Customer [Line Items] | |||
Amount | $ 1,330,638 | $ 1,325,643 | $ 1,220,818 |
Americas [Member] | Customer Concentration Risk [Member] | Next Largest Client [Member] | |||
Revenue, Major Customer [Line Items] | |||
Amount | $ 105,852 | $ 109,475 | $ 90,508 |
Americas [Member] | Customer Concentration Risk [Member] | Sales Revenue, Net [Member] | Next Largest Client [Member] | |||
Revenue, Major Customer [Line Items] | |||
% of Revenues | 8.00% | 8.30% | 7.40% |
EMEA [Member] | |||
Revenue, Major Customer [Line Items] | |||
Amount | $ 294,954 | $ 260,283 | $ 239,089 |
EMEA [Member] | Customer Concentration Risk [Member] | Sales Revenue, Net [Member] | Next Largest Client [Member] | |||
Revenue, Major Customer [Line Items] | |||
% of Revenues | 0.00% | 0.00% | 0.00% |
Segments and Geographic Infor_7
Segments and Geographic Information - Revenues by Segment from Major Customers Other than AT&T Corporation (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Revenue, Major Customer [Line Items] | |||
Amount | $ 1,625,687 | $ 1,586,008 | $ 1,460,037 |
Customer Concentration Risk [Member] | Greater Than Ten Percent Of Segment Revenue Other Than A T And T Corporation | |||
Revenue, Major Customer [Line Items] | |||
Amount | $ 104,856 | $ 104,829 | $ 96,115 |
Sales Revenue, Net [Member] | Customer Concentration Risk [Member] | Greater Than Ten Percent Of Segment Revenue Other Than A T And T Corporation | |||
Revenue, Major Customer [Line Items] | |||
% of Revenues | 6.40% | 6.60% | 6.60% |
Americas [Member] | |||
Revenue, Major Customer [Line Items] | |||
Amount | $ 1,330,638 | $ 1,325,643 | $ 1,220,818 |
Americas [Member] | Sales Revenue, Net [Member] | Customer Concentration Risk [Member] | Greater Than Ten Percent Of Segment Revenue Other Than A T And T Corporation | |||
Revenue, Major Customer [Line Items] | |||
% of Revenues | 0.00% | 0.00% | 0.00% |
EMEA [Member] | |||
Revenue, Major Customer [Line Items] | |||
Amount | $ 294,954 | $ 260,283 | $ 239,089 |
EMEA [Member] | Customer Concentration Risk [Member] | Greater Than Ten Percent Of Segment Revenue Other Than A T And T Corporation | |||
Revenue, Major Customer [Line Items] | |||
Amount | $ 104,856 | $ 104,829 | $ 96,115 |
EMEA [Member] | Sales Revenue, Net [Member] | Customer Concentration Risk [Member] | Greater Than Ten Percent Of Segment Revenue Other Than A T And T Corporation | |||
Revenue, Major Customer [Line Items] | |||
% of Revenues | 35.50% | 40.30% | 40.20% |
Segments and Geographic Infor_8
Segments and Geographic Information - Operation by Geographic Location (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Segment Reporting Information [Line Items] | |||
Revenue | $ 1,625,687 | $ 1,586,008 | $ 1,460,037 |
Long-Lived assets | 309,449 | 301,067 | |
Goodwill | 302,517 | 269,265 | 265,404 |
Operating Segments [Member] | |||
Segment Reporting Information [Line Items] | |||
Goodwill | 302,517 | 269,265 | |
Americas [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenue | 1,330,638 | 1,325,643 | 1,220,818 |
Goodwill | 255,436 | 258,496 | 255,842 |
Americas [Member] | Operating Segments [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenue | 1,330,638 | 1,325,643 | 1,220,818 |
Long-Lived assets | 249,384 | 266,683 | |
Goodwill | 255,436 | 258,496 | |
Americas [Member] | Operating Segments [Member] | United States [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenue | 668,580 | 644,870 | 578,753 |
Long-Lived assets | 197,167 | 219,476 | |
Americas [Member] | Operating Segments [Member] | The Philippines [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenue | 231,966 | 241,211 | 235,333 |
Long-Lived assets | 9,840 | 15,199 | |
Americas [Member] | Operating Segments [Member] | Costa Rica [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenue | 127,963 | 132,542 | 124,823 |
Long-Lived assets | 6,511 | 9,170 | |
Americas [Member] | Operating Segments [Member] | Canada [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenue | 102,353 | 112,367 | 115,226 |
Long-Lived assets | 4,654 | 6,400 | |
Americas [Member] | Operating Segments [Member] | El Salvador [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenue | 81,156 | 75,800 | 69,937 |
Long-Lived assets | 4,810 | 4,048 | |
Americas [Member] | Operating Segments [Member] | China [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenue | 34,942 | 38,880 | 34,851 |
Long-Lived assets | 3,379 | 3,840 | |
Americas [Member] | Operating Segments [Member] | Australia [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenue | 31,811 | 28,442 | 24,267 |
Long-Lived assets | 13,693 | 1,256 | |
Americas [Member] | Operating Segments [Member] | Mexico [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenue | 24,998 | 25,496 | 18,167 |
Long-Lived assets | 4,077 | 2,812 | |
Americas [Member] | Operating Segments [Member] | Colombia [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenue | 18,067 | 16,042 | 8,901 |
Long-Lived assets | 2,371 | 2,710 | |
Americas [Member] | Operating Segments [Member] | Other [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenue | 8,802 | 9,993 | 10,560 |
Long-Lived assets | 2,882 | 1,772 | |
EMEA [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenue | 294,954 | 260,283 | 239,089 |
Goodwill | 47,081 | 10,769 | 9,562 |
EMEA [Member] | Operating Segments [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenue | 294,954 | 260,283 | 239,089 |
Long-Lived assets | 43,086 | 15,817 | |
Goodwill | 47,081 | 10,769 | |
EMEA [Member] | Operating Segments [Member] | Other [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenue | 56,247 | 51,635 | 41,240 |
Long-Lived assets | 8,468 | 7,241 | |
EMEA [Member] | Operating Segments [Member] | Germany [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenue | 91,703 | 81,634 | 78,982 |
Long-Lived assets | 3,395 | 2,460 | |
EMEA [Member] | Operating Segments [Member] | Sweden [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenue | 55,491 | 56,843 | 59,313 |
Long-Lived assets | 1,222 | 1,171 | |
EMEA [Member] | Operating Segments [Member] | United Kingdom [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenue | 57,308 | 42,247 | 38,167 |
Long-Lived assets | 28,036 | 3,016 | |
EMEA [Member] | Operating Segments [Member] | Romania [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenue | 34,205 | 27,924 | 21,387 |
Long-Lived assets | 1,965 | 1,929 | |
Other Segment [Member] | |||
Segment Reporting Information [Line Items] | |||
Revenue | 95 | 82 | $ 130 |
Long-Lived assets | $ 16,979 | $ 18,567 |
Other Income (Expense) - Other
Other Income (Expense) - Other Income (Expense), Net (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Other Nonoperating Income Expense [Abstract] | |||
Foreign currency transaction gains (losses) | $ 2,029 | $ (548) | $ 3,348 |
Gains (losses) on derivative instruments not designated as hedges | (1,751) | 143 | (2,270) |
Other miscellaneous income (expense) | (1,659) | 44 | (186) |
Other income (expense) | (2,248) | 1,258 | 1,474 |
Other Income (Expense), Net [Member] | |||
Other Nonoperating Income Expense [Abstract] | |||
Gains (losses) on investments held in rabbi trust | $ (867) | $ 1,619 | $ 582 |
Related Party Transactions - Ad
Related Party Transactions - Additional Information (Detail) - USD ($) | 1 Months Ended | 12 Months Ended | ||
Jan. 31, 2008 | Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Schedule of Other Related Party Transactions [Line Items] | ||||
Duration of lease | 20 years | |||
Payment to landlord under the lease terms | $ 500,000 | $ 500,000 | $ 400,000 | |
Equity Method Investee [Member] | XSell Technologies Inc [Member] | ||||
Schedule of Other Related Party Transactions [Line Items] | ||||
Related party transaction with equity method investee | $ 200,000 | $ 0 | $ 0 |
Schedule II - Valuation and Q_2
Schedule II - Valuation and Qualifying Accounts (Detail) - USD ($) $ in Thousands | 12 Months Ended | ||
Dec. 31, 2018 | Dec. 31, 2017 | Dec. 31, 2016 | |
Allowance for Doubtful Accounts [Member] | |||
Valuation and Qualifying Accounts Disclosure [Line Items] | |||
Balance at Beginning of Period | $ 2,958 | $ 2,925 | $ 3,574 |
Charged (Credited) to Costs and Expenses | 323 | 63 | 89 |
Additions (Deductions) | (185) | (30) | (738) |
Balance at End of Period | 3,096 | 2,958 | 2,925 |
Valuation Allowance for Net Deferred Tax Assets [Member] | |||
Valuation and Qualifying Accounts Disclosure [Line Items] | |||
Balance at Beginning of Period | 32,443 | 30,221 | 30,065 |
Charged (Credited) to Costs and Expenses | (144) | 2,222 | 156 |
Balance at End of Period | 32,299 | 32,443 | 30,221 |
Reserves for Value Added Tax Receivables [Member] | |||
Valuation and Qualifying Accounts Disclosure [Line Items] | |||
Balance at Beginning of Period | 76 | 77 | 283 |
Charged (Credited) to Costs and Expenses | (148) | ||
Additions (Deductions) | (4) | (1) | (58) |
Balance at End of Period | $ 72 | $ 76 | $ 77 |