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SYKE Sykes Enterprises

Document and Entity Information

Document and Entity Information - shares3 Months Ended
Mar. 31, 2021Apr. 15, 2021
Cover [Abstract]
Document Type10-Q
Amendment Flagfalse
Document Period End DateMar. 31,
2021
Document Fiscal Year Focus2021
Document Fiscal Period FocusQ1
Trading SymbolSYKE
Entity Registrant NameSykes Enterprises, Incorporated
Entity Central Index Key0001010612
Current Fiscal Year End Date--12-31
Entity Current Reporting StatusYes
Entity Shell Companyfalse
Entity File Number0-28274
Entity Tax Identification Number56-1383460
Entity Address, Address Line One400 North Ashley Drive
Entity Address, Address Line TwoSuite 2800
Entity Address, City or TownTampa
Entity Address, State or ProvinceFL
Entity Address, Postal Zip Code33602
City Area Code813
Local Phone Number274-1000
Entity Filer CategoryLarge Accelerated Filer
Entity Emerging Growth Companyfalse
Entity Small Businessfalse
Entity Common Stock, Shares Outstanding39,778,641
Entity Interactive Data CurrentYes
Title of 12(b) SecurityCommon Stock, $0.01 par value
Security Exchange NameNASDAQ
Entity Incorporation, State or Country CodeFL
Document Quarterly Reporttrue
Document Transition Reportfalse

Condensed Consolidated Balance

Condensed Consolidated Balance Sheets - USD ($) $ in ThousandsMar. 31, 2021Dec. 31, 2020
Current assets:
Cash and cash equivalents $ 112,763 $ 103,077
Receivables, net of allowance of $4.8 million and $4.8 million, respectively410,616 415,746
Prepaid expenses22,313 21,348
Other current assets21,685 19,718
Total current assets567,377 559,889
Property and equipment, net115,229 121,084
Operating lease right-of-use assets145,780 158,866
Goodwill, net299,296 299,409
Intangibles, net231,158 233,975
Deferred charges and other assets62,564 62,582
Total assets1,421,404 1,435,805
Current liabilities:
Accounts payable26,943 32,049
Accrued employee compensation and benefits141,638 147,212
Income taxes payable5,160 3,521
Deferred revenue and customer liabilities25,744 24,802
Operating lease liabilities53,043 55,928
Other accrued expenses and current liabilities29,235 31,994
Total current liabilities281,763 295,506
Long-term debt48,000 63,000
Long-term income tax liabilities21,477 21,586
Long-term operating lease liabilities116,496 126,336
Other long-term liabilities37,205 35,723
Total liabilities504,941 542,151
Commitments and loss contingencies (Note 11)
Shareholders' equity:
Preferred stock, $0.01 par value per share, 10,000 shares authorized; no shares issued and outstanding
Common stock, $0.01 par value per share, 200,000 shares authorized; 39,779 and 39,614 shares issued, respectively397 396
Additional paid-in capital299,635 298,037
Retained earnings663,978 639,000
Accumulated other comprehensive income (loss)(44,478)(40,999)
Treasury stock at cost: 142 and 135 shares, respectively(3,069)(2,780)
Total shareholders' equity916,463 893,654
Total liabilities and shareholders' equity $ 1,421,404 $ 1,435,805

Condensed Consolidated Balanc_2

Condensed Consolidated Balance Sheets (Parenthetical) - USD ($) $ in MillionsMar. 31, 2021Dec. 31, 2020
Statement Of Financial Position [Abstract]
Accounts Receivable, Allowance for Credit Loss $ 4.8 $ 4.8
Preferred stock, par value $ 0.01 $ 0.01
Preferred stock, shares authorized10,000,000 10,000,000
Preferred stock, shares issued0 0
Preferred stock, shares outstanding0 0
Common stock, par value $ 0.01 $ 0.01
Common stock, shares authorized200,000,000 200,000,000
Common stock, shares issued39,779,000 39,614,000
Treasury stock, shares142,000 135,000

Condensed Consolidated Statemen

Condensed Consolidated Statements of Operations - USD ($) shares in Thousands, $ in Thousands3 Months Ended
Mar. 31, 2021Mar. 31, 2020
Income Statement [Abstract]
Revenues $ 457,886 $ 411,166
Operating expenses:
Direct salaries and related costs299,477 266,945
General and administrative109,627 103,247
Depreciation, net13,115 12,461
Amortization of intangibles2,987 4,119
Impairment of long-lived assets1,150
Total operating expenses426,356 386,772
Income from operations31,530 24,394
Other income (expense):
Interest income98 263
Interest (expense)(423)(720)
Other income (expense), net(322)(4,793)
Total other income (expense), net(647)(5,250)
Income before income taxes30,883 19,144
Income taxes5,905 5,226
Net income $ 24,978 $ 13,918
Net income per common share:
Basic $ 0.63 $ 0.34
Diluted $ 0.63 $ 0.34
Weighted average common shares outstanding:
Basic39,641 41,132
Diluted39,956 41,334

Condensed Consolidated Statem_2

Condensed Consolidated Statements of Comprehensive Income (Loss) - USD ($) $ in Thousands3 Months Ended
Mar. 31, 2021Mar. 31, 2020
Statement Of Income And Comprehensive Income [Abstract]
Net income $ 24,978 $ 13,918
Other comprehensive income (loss), net of taxes:
Foreign currency translation adjustments(4,463)(21,350)
Unrealized gain (loss) on cash flow hedging instruments, net of taxes991 (1,342)
Unrealized actuarial gain (loss) related to pension liability, net of taxes(7)(17)
Unrealized gain (loss) on postretirement obligation, net of taxes(22)
Other comprehensive income (loss), net of taxes(3,479)(22,731)
Comprehensive income (loss) $ 21,499 $ (8,813)

Condensed Consolidated Statem_3

Condensed Consolidated Statements of Changes in Shareholders' Equity - USD ($) shares in Thousands, $ in ThousandsTotalCommon Stock [Member]Additional Paid-in Capital [Member]Retained Earnings [Member]Accumulated Other Comprehensive Income (Loss) [Member]Treasury Stock [Member]
Beginning Balance at Dec. 31, 2019 $ 874,475 $ 416 $ 288,935 $ 634,668 $ (47,001) $ (2,543)
Beginning Balance, shares at Dec. 31, 201941,549
Stock-based compensation expense1,860 1,860
Issuance of common stock under equity award plans, net of forfeitures $ (2)69 (67)
Issuance of common stock under equity award plans, net of forfeitures, Share(146)
Shares withheld for taxes paid related to net share settlement of equity awards(1,009)(1,009)
Shares withheld for taxes paid related to net share settlement of equity awards, Share(39)
Repurchase of common stock(22,909)(22,909)
Retirement of treasury stock $ (9)(26)(22,874)22,909
Retirement of treasury stock, shares(860)
Comprehensive income (loss)(8,813)13,918 (22,731)
Ending Balance at Mar. 31, 2020843,604 $ 405 289,829 625,712 (69,732)(2,610)
Ending Balance, shares at Mar. 31, 202040,504
Beginning Balance at Dec. 31, 2020893,654 $ 396 298,037 639,000 (40,999)(2,780)
Beginning Balance, shares at Dec. 31, 202039,614
Stock-based compensation expense4,751 4,751
Issuance of common stock under equity award plans, net of forfeitures $ 2 287 (289)
Issuance of common stock under equity award plans, net of forfeitures, Share241
Shares withheld for taxes paid related to net share settlement of equity awards(3,441) $ (1)(3,440)
Shares withheld for taxes paid related to net share settlement of equity awards, Share(76)
Repurchase of common stock(22,909)
Comprehensive income (loss)21,499 24,978 (3,479)
Ending Balance at Mar. 31, 2021 $ 916,463 $ 397 $ 299,635 $ 663,978 $ (44,478) $ (3,069)
Ending Balance, shares at Mar. 31, 202139,779

Condensed Consolidated Statem_4

Condensed Consolidated Statements of Cash Flows - USD ($) $ in Thousands3 Months Ended
Mar. 31, 2021Mar. 31, 2020
Cash flows from operating activities:
Net income $ 24,978 $ 13,918
Adjustments to reconcile net income to net cash provided by operating activities:
Depreciation13,127 12,519
Amortization of intangibles2,987 4,119
Amortization of deferred grants(240)(85)
Impairment losses1,150
Unrealized foreign currency transaction (gains) losses, net1,212 474
Stock-based compensation expense4,751 1,860
Deferred income tax provision (benefit)(201)973
Bad debt expense (reversals)236 586
Unrealized (gains) losses and premiums on financial instruments, net(668)280
(Earnings) losses from equity method investees675 615
Other411 124
Changes in assets and liabilities, net of acquisitions:
Receivables, net1,535 1,450
Prepaid expenses(1,034)(4,570)
Other current assets(692)68
Deferred charges and other assets(197)213
Accounts payable(3,608)(5,124)
Income taxes receivable / payable1,928 478
Accrued employee compensation and benefits(4,712)559
Other accrued expenses and current liabilities(1,171)(1,541)
Deferred revenue and customer liabilities740 (761)
Other long-term liabilities(125)1,206
Operating lease assets and liabilities(843)1,188
Net cash provided by operating activities40,239 28,549
Cash flows from investing activities:
Capital expenditures(9,376)(11,818)
Cash paid for business acquisitions, net of cash acquired(165)
Purchase of intangible assets(252)
Other18 5
Net cash (used for) investing activities(9,775)(11,813)
Cash flows from financing activities:
Payments of long-term debt(15,000)(21,000)
Proceeds from issuance of long-term debt23,000
Cash paid for repurchase of common stock(22,909)
Taxes paid related to net share settlement of equity awards(3,441)(1,009)
Net cash (used for) financing activities(18,441)(21,918)
Effects of exchange rates on cash, cash equivalents and restricted cash(2,401)(3,920)
Net increase (decrease) in cash, cash equivalents and restricted cash9,622 (9,102)
Cash, cash equivalents and restricted cash – beginning104,396 129,185
Cash, cash equivalents and restricted cash – ending114,018 120,083
Supplemental disclosures of cash flow information:
Cash paid for amounts included in the measurement of operating lease liabilities15,387 13,578
Cash paid during period for interest324 567
Cash paid during period for income taxes5,083 3,799
Non-cash transactions:
Net right-of-use assets arising from new or remeasured operating lease liabilities2,748 9,095
Capital expenditures incurred but not yet paid4,818 4,154
Unrealized gain (loss) on postretirement obligation, net of taxes, in accumulated other comprehensive income (loss)(22)
Property and equipment acquired under grant agreement1,123
Shares repurchased for tax withholding on equity awards included in current liabilities $ 212 $ 33

Overview and Basis of Presentat

Overview and Basis of Presentation3 Months Ended
Mar. 31, 2021
Organization Consolidation And Presentation Of Financial Statements [Abstract]
Overview and Basis of PresentationNote 1. Overview and Basis of Presentation Business — Sykes Enterprises, Incorporated and consolidated subsidiaries (“SYKES” or the “Company”) is a leading full lifecycle provider of global customer experience management services, multichannel demand generation and digital transformation. The Company provides differentiated full lifecycle customer experience management solutions and services primarily to Global 2000 companies and their end customers principally in the financial services, technology, communications, transportation & leisure and healthcare industries. The Company’s differentiated full lifecycle services platform effectively engages customers at every touchpoint within the customer journey, including digital media and acquisition, sales expertise, customer service, technical support and retention, many of which can be optimized through a suite of digital transformation capabilities under its SYKES Digital Services (“SDS”) group, which spans robotic process automation (“RPA”), self-service, insight analytics and digital learning. In addition to digital transformation, the Company also provides artificial intelligence (“AI”) solutions that can be embedded and leveraged across its lifecycle offerings. Utilizing SYKES’ integrated onshore/offshore global delivery model, the Company provides its services through multiple communication channels including phone, e-mail, social media, text messaging, chat and digital self-service. The Company also provides various enterprise support services in the United States that include services for its clients’ internal support operations, from technical staffing services to outsourced corporate help desk services. In Europe, SYKES also provides fulfillment services, which include order processing, payment processing, inventory control, product delivery and product returns handling. Additionally, through the Company’s acquisition of RPA provider Symphony Ventures Ltd (“Symphony”) coupled with its investment in AI through XSell Technologies, Inc. (“XSell”) , the Company also provides a suite of solutions such as consulting, implementation, hosting and managed services that optimizes its differentiated full lifecycle management services platform. The Company has operations in two reportable segments entitled (1) the Americas, in which the client base is primarily companies in the United States that are using the Company’s services to support their customer management needs, which includes the United States, Canada, Latin America, Australia and the Asia Pacific Rim; and (2) EMEA, which includes Europe, the Middle East and Africa. Coronavirus On March 11, 2020, the World Health Organization characterized the novel coronavirus (“COVID-19”) a pandemic. The global nature, rapid spread and continually evolving response by governments throughout the world to combat the spread has had a negative impact on the global economy. Certain of the Company’s customer experience management centers have been impacted by local government actions restricting facility access or are operating at lower capacity utilization levels to achieve social distancing. The Company is committed to the health and safety of its workforce and ensuring business continuity for the brands it serves. In response, the Company has shifted as many employees as possible to a work-at-home model. As of the middle of April 2021, approximately 70% of agents assigned to the Company’s brick-and-mortar facilities have temporarily transitioned to a work-at-home model, 25% are working in centers and 5% of the Company’s agents are idle primarily due to the lack of technical infrastructure to work from home. The Company’s operations in the Philippines, El Salvador and Mexico have been most impacted by the governmental restrictions. The Company continues to closely monitor the prevalence of COVID-19 and the vaccination rates in the communities where its centers are located as well as guidance from public health authorities, federal and local agencies and municipalities. The Company will work with employees and clients to transition agents back to its centers based on that guidance, but risk further disruption to the business as a result of COVID-19 and government-imposed restrictions. Over time, the Company anticipates a permanent transition to a work-at-home or hybrid model for a portion of its workforce. Exit of Leased Space The Company continues to reevaluate its real estate footprint in connection with the transition of a portion of its workforce to a permanent remote working environment in both the Americas and EMEA. Since April 2020, the Company has decided to terminate, sublease or abandon leases prior to the end of their lease terms at certain of its sites as approximately 3,500 seats transitioned from brick and mortar to at home agents. As such, the Company recorded cumulative impairments of right-of-use (“ROU”) assets of $13.4 million and impairments of property and equipment of $7.2 million related to these actions since the initiation of its reevaluation in April 2020, of which $0.7 million of ROU assets and $ 0.1 million of property and equipment impairments were recorded during the three months ended March 31, 2021 . See Note 4 , Fair Value, in the accompanying “Notes to Condensed Consolidated Financial Statements” for further information. Taylor Media Corp. Acquisition On December 31, 2020, through its wholly-owned subsidiary, Clear Link Technologies, LLC, the Company completed the acquisition of Taylor Media Corp. (“TMC”), a personal finance digital media company and owner of The Penny Hoarder. Of the total initial purchase price of $104.9 million, $87.2 million was paid upon closing using $63.0 million of additional borrowings under our credit agreement as well as cash on hand. Of the remaining $17.7 million of the purchase price, $0.2 million was used to repay outstanding debt and $17.5 million of the purchase price was deferred and is payable on December 31, 2027, the seventh anniversary of the closing. In the event TMC’s previous owner remains employed by the Company or one of its subsidiaries on December 31, 2022, the second anniversary of the closing, the deferred payment will be accelerated and due at that time. The deferred purchase price was included in “Other long-term liabilities” in the accompanying Condensed Consolidated Balance Sheets as of March 31, 2021 and December 31, 2020. The Company accounted for the TMC acquisition in accordance with ASC 805, Business Combinations , The Company has reflected TMC’s assets and liabilities in its consolidated balance sheet as of December 31, 2020 and the results of TMC’s operations have been reflected in its consolidated financial statements in the Americas segment since January 1, 2021. Basis of Presentation — The accompanying unaudited condensed consolidated financial statements have been prepared in accordance with accounting principles generally accepted in the United States of America (“generally accepted accounting principles” or “U.S. GAAP”) for interim financial information, the instructions to Form 10-Q and Article 10 of Regulation S-X. Accordingly, they do not include all of the information and notes required by generally accepted accounting principles for complete financial statements. In the opinion of management, all adjustments (consisting of normal recurring accruals) considered necessary for a fair presentation have been included. Operating results for the three months ended March 31, 2021 are not necessarily indicative of the results that may be expected for any future quarters or the year ending December 31, 2021. For further information, refer to the consolidated financial statements and notes thereto included in the Company’s Annual Report on Form 10-K for the year ended December 31, 2020 , as filed with the Securities and Exchange Commission (“SEC”) on February 26, 2021. Principles of Consolidation — The condensed consolidated financial statements include the accounts of SYKES and its wholly-owned subsidiaries and controlled majority-owned subsidiaries. Investments in less than majority-owned subsidiaries in which the Company does not have a controlling interest, but does have significant influence, are accounted for as equity method investments. All intercompany transactions and balances have been eliminated in consolidation. Use of Estimates — The preparation of condensed consolidated financial statements in conformity with U.S. GAAP requires the Company to make estimates and assumptions that affect the reported amounts of assets and liabilities and disclosure of contingent assets and liabilities at the date of the financial statements and the reported amounts of revenues and expenses during the reporting period. Actual results could differ from those estimates. Due to the novel coronavirus (“COVID-19”) pandemic, there has been uncertainty and disruption in the global economy and financial markets. Other than where noted, the Company is not aware of any specific event or circumstance that would require an update to its estimates or judgments or a revision of the carrying value of its assets or liabilities as of the date and time of issuance of the condensed consolidated financial statements. These estimates may change, as new events occur, and additional information is obtained. Actual results could differ materially from these estimates under different assumptions or conditions. Subsequent Events — Subsequent events or transactions have been evaluated through the date and time of issuance of the condensed consolidated financial statements. There were no material subsequent events that required recognition or disclosure in the accompanying condensed consolidated financial statements. Cash, Cash Equivalents and Restricted Cash — Cash and cash equivalents consist of cash and highly liquid short-term investments, primarily held in non-interest-bearing investments which have original maturities of less than 90 days. Restricted cash includes cash whereby the Company’s ability to use the funds at any time is contractually limited or is generally designated for specific purposes arising out of certain contractual or other obligations. The following table provides a reconciliation of cash and cash equivalents and restricted cash reported in the Condensed Consolidated Balance Sheets that sum to the amounts reported in the Condensed Consolidated Statements of Cash Flows (in thousands):
March 31, 2021
December 31, 2020
March 31, 2020
December 31, 2019
Cash and cash equivalents
$
112,763
$
103,077
$
118,422
$
127,246
Restricted cash included in "Other current assets"
288
355
438
568
Restricted cash included in "Deferred charges and other assets"
967
964
1,223
1,371
$
114,018
$
104,396
$
120,083
$
129,185
Allowance for Doubtful Accounts — The Company recorded a $0.2 million and $0.6 million increase to the allowance for credit losses related to its short-term trade receivables primarily as a result of deterioration in certain clients’ credit ratings reflecting current and expected economic conditions during the three months ended March 31, 2021 and 2020, respectively, and wrote off $0.1 million and $0.3 million of the allowance for credit losses related to certain short-term trade receivables deemed to be uncollectible during the three months ended March 31, 2021 and 2020, respectively. The Company recorded a $0.1 million increase to the allowance for credit losses related to its long-term trade receivables during the three months ended March 31, 2021 (none in 2020). Customer-Acquisition Advertising Costs — The Company’s advertising costs are expensed as incurred. Total advertising costs included in “Direct salaries and related costs” in the accompanying Condensed Consolidated Statements of Operations were as follows (in thousands):
Three Months Ended March 31,
2021
2020
Customer-acquisition advertising costs
19,565
10,182
New Accounting Standards Not Yet Adopted Reference Rate Reform In March 2020, the Financial Accounting Standards Board (“FASB”) issued Accounting Standards Update (“ ASU”) 2020-04, Compensation – Reference Rate Reform (Topic 848) – Facilitation of the Effects of Reference Rate Reform on Financial Reporting (“ASU 2020-04”), which provides companies with optional guidance, including expedients and exceptions for applying generally accepted accounting principles to . These amendments are effective for all entities as of March 12, 2020 and an entity may elect to apply the amendments prospectively through December 31, 2022. The Company is currently evaluating the impact of the transition from LIBOR to alternative reference interest rates but does not expect a material impact on its financial position, results of operations or cash flows. New Accounting Standards Recently Adopted Income Taxes In December 2019, the FASB issued ASU 2019-12, Income Taxes (Topic 740) – Simplifying the Accounting for Income Taxes retrospective or modified retrospective basis. Early adoption wa s permitted, including adoption in any interim period for which financial statements ha d not yet been issued. The Company ’s adoption of ASU 2019-12 on January 1, 2021 did not have a material impact on its financial position , results of operations, cash flows or disclosures. Significant Accounting Policies There have been no new or material changes to the significant accounting policies disclosed in Note 1, Overview and Summary of Significant Accounting Policies, in the “Notes to the Consolidated Financial Statements” section of the Company’s Annual Report on Form 10-K for the year ended December 31, 2020 .

Revenues

Revenues3 Months Ended
Mar. 31, 2021
Revenue From Contract With Customer [Abstract]
RevenuesNote 2. Revenues Revenues from Contracts with Customers Revenues for customer experience management solutions and services are recognized over time using output methods such as a per minute, per hour, per call, per transaction or per time and materials basis. Disaggregated Revenues The Company disaggregates its revenues from contracts with customers by service type and delivery location (see Note 14, Segments and Geographic Information), for each of its reportable segments, as the Company believes it best depicts how the nature, amount, timing and uncertainty of its revenues and cash flows are affected by economic factors. The following table represents revenues from contracts with customers disaggregated by service type and by the reportable segment for each category for the periods indicated (in thousands):
Three Months Ended March 31,
2021
2020
Amount
% of Revenue
Amount
% of Revenue
Americas:
Customer experience management solutions and services
$
363,453
79.4%
$
332,614
80.9%
Other revenues
266
0.0%
312
0.1%
Total Americas
363,719
79.4%
332,926
81.0%
EMEA:
Customer experience management solutions and services
89,336
19.5%
72,633
17.7%
Other revenues
4,831
1.1%
5,600
1.3%
Total EMEA
94,167
20.6%
78,233
19.0%
Other:
Other revenues

0.0%
7
0.0%
Total Other

0.0%
7
0.0%
$
457,886
100.0%
$
411,166
100.0%
Trade Accounts Receivable The Company’s noncurrent trade accounts receivable result from contracts with customers that include renewal provisions and contracts with customers under multi-year arrangements. The Company’s trade accounts receivable, net, consisted of the following (in thousands):
March 31, 2021
December 31, 2020
Trade accounts receivable, net, current (1)
$
393,157
$
398,112
Trade accounts receivable, net, noncurrent (2)
29,833
30,021
$
422,990
$
428,133
(1) Included in “Receivables, net” in the accompanying Condensed Consolidated Balance Sheets. (2) Included in “Deferred charges and other assets” in the accompanying Condensed Consolidated Balance Sheets. Deferred Revenue and Customer Liabilities Deferred revenue and customer liabilities consisted of the following (in thousands):
March 31, 2021
December 31, 2020
Deferred revenue
$
2,772
$
2,916
Customer arrangements with termination rights
15,326
15,771
Estimated refund liabilities
7,646
6,115
$
25,744
$
24,802
The Company expects to recognize the majority of its deferred revenue as of March 31, 2021 over the next 180 days. Revenues of $2.8 million and $2.7 million were recognized during the three months ended March 31, 2021 and 2020, respectively, from amounts included in deferred revenue at December 31, 2020 and 2019, respectively. The Company expects to recognize the majority of the customer arrangements with termination rights into revenue as the Company has not historically experienced a high rate of contract terminations. Estimated refund liabilities are generally resolved within 180 days, once it is determined whether the requisite service levels and client requirements were achieved to settle the contingency.

Leases

Leases3 Months Ended
Mar. 31, 2021
Leases [Abstract]
LeasesNote 3. Leases The Company leases facilities for its corporate headquarters, many of its customer experience management centers, several regional support offices and data centers. These leases are classified as operating leases in accordance with ASC 842, Leases Lease costs, net of sublease income, of $15.6 million and $16.0 million for the three months ended March 31, 2021 and 2020, respectively, were primarily included in “General and administrative” costs in the accompanying Condensed Consolidated Statements of Operations. Additional supplemental information related to leases was as follows:
March 31, 2021
December 31, 2020
Weighted average remaining lease term of operating leases
4.1 years
4.3 years
Weighted average discount rate of operating leases
3.4
%
3.4
% Maturities of operating lease liabilities as of March 31, 2021 were as follows (in thousands):
Amount
2021 (remainder of the year)
$
45,075
2022
48,783
2023
32,335
2024
22,998
2025
14,755
2026 and thereafter
18,753
Total future lease payments
182,699
Less: Imputed interest
13,160
Present value of future lease payments
169,539
Less: Operating lease liabilities
53,043
Long-term operating lease liabilities
$
116,496
Exit of Leased Space The Company continues to reevaluate its real estate footprint in connection with a transition of a portion of its workforce to a permanent remote working environment in both the Americas and EMEA. Since April 2020, the Company decided to terminate, sublease or abandon leases prior to the end of their lease terms at certain of its sites and recorded impairments of ROU assets as a result. See Note 4, Fair Value, for further information.

Fair Value

Fair Value3 Months Ended
Mar. 31, 2021
Fair Value Disclosures [Abstract]
Fair ValueNote 4. Fair Value ASC 820, Fair Value Measurements and Disclosures requires disclosure about how fair value is determined for assets and liabilities and establishes a hierarchy for how these assets and liabilities must be grouped, based on significant levels of observable or unobservable inputs. Observable inputs reflect market data obtained from independent sources, while unobservable inputs reflect the Company’s market assumptions. This hierarchy requires the use of observable market data when available. These two types of inputs have created the following fair value hierarchy:

Level 1 — Quoted prices for identical instruments in active markets.

Level 2 — Quoted prices for similar instruments in active markets; quoted prices for identical or similar instruments in markets that are not active; and model-derived valuations in which all significant inputs and significant value drivers are observable in active markets.

Level 3 — Valuations derived from valuation techniques in which one or more significant inputs or significant value drivers are unobservable . Determination of Fair Value — The Company generally uses quoted market prices (unadjusted) in active markets for identical assets or liabilities that the Company has the ability to access to determine fair value and classifies such items in Level 1. Fair values determined by Level 2 inputs utilize inputs other than quoted market prices included in Level 1 that are observable for the asset or liability, either directly or indirectly. Level 2 inputs include quoted market prices in active markets for similar assets or liabilities, and inputs other than quoted market prices that are observable for the asset or liability. Level 3 inputs are unobservable inputs for the asset or liability, and include situations where there is little, if any, market activity for the asset or liability. If quoted market prices are not available, fair value is based upon internally developed valuation techniques that use, where possible, current market-based or independently sourced market parameters, such as interest rates, currency exchange rates, etc. Assets or liabilities valued using such internally generated valuation techniques are classified according to the lowest level input or value driver that is significant to the valuation. Thus, an item may be classified in Level 3 even though there may be some significant inputs that are readily observable. The following describes the valuation methodologies used by the Company to measure assets and liabilities at fair value on a recurring basis, including an indication of the level in the fair value hierarchy in which each asset or liability is generally classified, if applicable. Cash, Short-Term and Other Investments and Accounts Payable The carrying values for cash, short-term and other investments and accounts payable approximate their fair values. Long-Term Debt The carrying value of long-term debt approximates its estimated fair value as the debt bears interest based on variable market rates, as outlined in the debt agreement. Foreign Currency Contracts — The Company enters into foreign currency forward contracts and options over the counter and values such contracts, including premiums paid on options, at fair value using quoted market prices of comparable instruments or, if none are available, on pricing models or formulas using current market and model assumptions, including adjustments for credit risk. The key inputs include forward or option foreign currency exchange rates and interest rates. These items are classified in Level 2 of the fair value hierarchy. Investments Held in Rabbi Trust — The investment assets of the rabbi trust are valued using quoted market prices in active markets, which are classified in Level 1 of the fair value hierarchy. For additional information about the deferred compensation plan, refer to Note 7, Investments Held in Rabbi Trust. The Company's assets and liabilities measured at fair value on a recurring basis subject to the requirements of ASC 820 consisted of the following (in thousands):
Fair Value Measurements Using:
Balance at
Quoted Prices in Active Markets For Identical Assets
Significant Other Observable Inputs
Significant Unobservable Inputs
March 31, 2021
Level 1
Level 2
Level 3
Assets:
Foreign currency contracts (1)
$
905
$

$
905
$

Equity investments held in rabbi trust for the Deferred Compensation Plan (2)
13,558
13,558


Debt investments held in rabbi trust for the Deferred Compensation Plan (2)
4,450
4,450


$
18,913
$
18,008
$
905
$

Liabilities:
Foreign currency contracts (1)
$
1,411
$

$
1,411
$

$
1,411
$

$
1,411
$

Fair Value Measurements Using:
Balance at
Quoted Prices in Active Markets For Identical Assets
Significant Other Observable Inputs
Significant Unobservable Inputs
December 31, 2020
Level 1
Level 2
Level 3
Assets:
Foreign currency contracts (1)
$
337
$

$
337
$

Equity investments held in rabbi trust for the Deferred Compensation Plan (2)
11,263
11,263


Debt investments held in rabbi trust for the Deferred Compensation Plan (2)
5,517
5,517


$
17,117
$
16,780
$
337
$

Liabilities:
Foreign currency contracts (1)
$
2,478
$

$
2,478
$

$
2,478
$

$
2,478
$

(1) See Note 6, Financial Derivatives, for the classification in the accompanying Condensed Consolidated Balance Sheets. (2) Included in “Other current assets” in the accompanying Condensed Consolidated Balance Sheets. See Note 7, Investments Held in Rabbi Trust. Non-Recurring Fair Value Certain assets are not required to be measured at fair value on a recurring basis and are reported at their carrying values, including goodwill, other intangible assets, other long-lived assets, ROU assets and equity method investments. The carrying value of these assets is evaluated for impairment whenever events or changes in circumstances indicate that the carrying amount may not be recoverable (and at least annually for goodwill and indefinite-lived intangible assets), and if applicable, written down to fair value. The following table summarizes the total impairment losses in the accompanying Condensed Consolidated Statements of Operations related to nonrecurring fair value measurements of certain assets (none in 2020) (in thousands):
Three Months Ended March 31, 2021
Americas:
Property and equipment, net
$
56
Operating lease right-of-use assets
301
357
EMEA:
Property and equipment, net
77
Operating lease right-of-use assets
398
475
Other:
Property and equipment, net
318
$
1,150
The Company continues to reevaluate its real estate footprint in connection with a shift of a portion of its workforce to a permanent remote working environment in both the Americas and EMEA and transitioned approximately 3,500 seats from brick and mortar to at home agents since April 2020 The Company also recorded an impairment charge of $0.3 million during the three months ended March 31, 2021 related to software that was no longer being utilized. The impairment of the software reduced the carrying value of the applicable asset to its fair value of $0.

Goodwill and Intangible Assets

Goodwill and Intangible Assets3 Months Ended
Mar. 31, 2021
Goodwill And Intangible Assets Disclosure [Abstract]
Goodwill and Intangible AssetsNote 5. Goodwill and Intangible Assets Intangible Assets The following table presents the Company’s purchased intangible assets as of March 31, 2021 (in thousands):
Gross Intangibles
Accumulated Amortization
Net Intangibles
Weighted Average Amortization Period (years)
Intangible assets subject to amortization:
Customer relationships
$
195,257
$
(136,132
)
$
59,125
10
Trade names and trademarks
7,949
(3,485
)
4,464
8
Non-compete agreements
1,053
(794
)
259
3
Content library
4,829
(744
)
4,085
5
Proprietary software
870
(870
)

5
209,958
(142,025
)
67,933
9
Intangible assets not subject to amortization:
Domain names
163,225

163,225
N/A
$
373,183
$
(142,025
)
$
231,158
The following table presents the Company’s purchased intangible assets as of December 31, 2020 (in thousands):
Gross Intangibles
Accumulated Amortization
Net Intangibles
Weighted Average Amortization Period (years)
Intangible assets subject to amortization:
Customer relationships
$
195,116
$
(133,689
)
$
61,427
10
Trade names and trademarks
7,918
(3,225
)
4,693
8
Non-compete agreements
1,100
(712
)
388
3
Content library
4,851
(551
)
4,300
5
Proprietary software
870
(835
)
35
5
209,855
(139,012
)
70,843
9
Intangible assets not subject to amortization:
Domain names
163,132

163,132
N/A
$
372,987
$
(139,012
)
$
233,975
The Company’s estimated future amortization expense for the succeeding years relating to the purchased intangible assets resulting from acquisitions completed prior to March 31, 2021 is as follows (in thousands):
Amount
2021 (remainder of the year)
$
8,749
2022
10,414
2023
8,309
2024
8,074
2025
7,961
2026
6,980
2027 and thereafter
17,446
Goodwill Changes in goodwill for the three months ended March 31, 2021 consisted of the following (in thousands):
January
Acquisition- Related (1)
Impairment
Effect of Foreign Currency
March 31, 2021
Americas
$
269,472
$
176
$

$
151
$
269,799
EMEA
29,937


(440
)
29,497
$
299,409
$
176
$

$
(289
)
$
299,296
Changes in goodwill for the year ended December 31, 2020 consisted of the following (in thousands):
January
Acquisition- Related (1)
Impairment (2)
Effect of Foreign Currency
December 31, 2020
Americas
$
259,953
$
8,851
$

$
668
$
269,472
EMEA
51,294

(21,792
)
435
29,937
$
311,247
$
8,851
$
(21,792
)
$
1,103
$
299,409
(1) The three months ended March 31, 2021 includes the impact of adjustments to acquired goodwill upon refinements of the purchase price allocation of TMC’s assets acquired and liabilities assumed. The year ended December 31, 2020 includes the goodwill recorded related to the TMC acquisition. (2) The year ended December 31, 2020 includes the impairment of a portion of the Symphony reporting unit’s goodwill. The Company performs its annual goodwill impairment test during the third quarter, or more frequently if indicators of impairment exist. For the annual goodwill impairment test, the Company elected to forgo the option to first assess qualitative factors and performed its annual quantitative goodwill impairment test as of July 31, 2020. Under ASC 350, Intangibles – Goodwill and Other The quantitative assessment of goodwill includes comparing a reporting unit’s calculated fair value to its carrying value. The calculation of fair value requires significant judgments, including estimation of future cash flows, which is dependent on internal forecasts, estimation of the projected long-term growth rate and determination of the Company’s weighted average cost of capital (“WACC”), which are classified as Level 3 inputs. Changes in these estimates and assumptions could materially affect the determination of fair value and/or conclusions on goodwill impairment for each reporting unit. The process of evaluating the fair value of the reporting units is highly subjective and requires significant judgment and estimates as the reporting units operate in a number of markets and geographical regions. The Company considered the income and market approaches to determine its best estimates of fair value, which incorporated the following significant assumptions:

Revenue projections, including revenue growth during the forecast periods;

EBITDA margin projections over the forecast periods;

Estimated income tax rates;

Estimated capital expenditures; and

Discount rates based on various inputs, including the risks associated with the specific reporting units as well as their revenue growth and EBITDA margin assumptions. As of July 31, 2020, the Company had eight reporting units, seven of which had goodwill. The Company concluded that goodwill was not impaired for six of its seven of its reporting units with goodwill, . The fair values of in excess of their carrying value. As part of this analysis, the Company considered the ongoing deterioration in general economic and market conditions due to the pandemic and its impact on each of the Company’s reporting units’ performance. T Clearlink, Latin America and Qelp reporting units’ . . The Symphony reporting unit’s carrying value exceeded its fair value as of the July 31, 2020 annual impairment analysis, which resulted in a non-cash goodwill impairment of $21.8 million. Symphony’s on-site consulting model has been negatively impacted by travel and shelter-in-place restrictions imposed by governments, as well as the shift by businesses to work from home in an attempt to reduce the spread of COVID-19. These restrictions have continued longer than initially anticipated and have resulted in further declines in the cash flow projections at Symphony for 2020 as well as the Company’s projections for 2021 at the time of the annual impairment test. There is significant uncertainty regarding the length of time these restrictions will remain in place. An additional impairment charge may arise in the future if Symphony’s operations experience a protracted delay in the resumption of its operations or a significant shift in client demand results from the economic downturn. As of March 3 1 , 202 1 , the Company believes there was no impairment related to Symphony’s remaining $ million of goodwill as no triggering events were identified during the three months ended March 31, 2021 . As of March 31, 2021, the Company believes there were no indicators of impairment related to Clearlink’s $83.4 million of goodwill (which includes goodwill from the TMC acquisition), Latin America’s $18.2 million of goodwill and Qelp’s $10.2 million of goodwill. It is possible that future changes in circumstances, including a more prolonged and/or severe pandemic, or future changes in the variable associated with the judgments, assumptions and estimates used in assessing the fair value of the reporting units, could require the Company to record additional non-cash impairment charges.

Financial Derivatives

Financial Derivatives3 Months Ended
Mar. 31, 2021
Derivative Instruments And Hedging Activities Disclosure [Abstract]
Financial DerivativesNote 6. Financial Derivatives Cash Flow Hedges — The Company has derivative assets and liabilities relating to outstanding forward contracts and options, designated as cash flow hedges, as defined under ASC 815, Derivatives and Hedging (“ASC 815”), consisting of Philippine Peso, Costa Rican Colon, Hungarian Forint and Romanian Leu contracts. These foreign currency contracts are entered into to hedge the exposure to variability in the cash flows of a specific asset or liability, or of a forecasted transaction that is attributable to changes in exchange rates. The deferred gains (losses) and related taxes on the Company’s cash flow hedges recorded in “Accumulated other comprehensive income (loss)” (“AOCI”) in the accompanying Condensed Consolidated Balance Sheets were as follows (in thousands):
March 31, 2021
December 31, 2020
Deferred gains (losses) in AOCI
$
(1,212
)
$
(2,188
)
Tax on deferred gains (losses) in AOCI
12
(3
)
Deferred gains (losses) in AOCI, net of taxes
$
(1,200
)
$
(2,191
)
Deferred gains (losses) expected to be reclassified to "Revenues" from AOCI during the next twelve months
$
(1,031
)
Deferred gains (losses) and other future reclassifications from AOCI will fluctuate with movements in the underlying market price of the forward contracts and options as well as the related settlement of forecasted transactions. Non-Designated Hedges Foreign Currency Contracts The Company also periodically enters into foreign currency hedge contracts that are not designated as hedges as defined under ASC 815. The purpose of these derivative instruments is to protect the Company’s interests against adverse foreign currency moves relating primarily to intercompany receivables and payables, and other assets and liabilities that are denominated in currencies other than the Company’s subsidiaries’ functional currencies. The Company had the following outstanding foreign currency forward contracts and options (in thousands):
March 31, 2021
December 31, 2020
Contract Type
Notional Amount in USD
Settle Through Date
Notional Amount in USD
Settle Through Date
Cash flow hedges:
Options:
US Dollars/Philippine Pesos
$
42,000
December 2021
$
12,000
June 2021
Forwards:
US Dollars/Costa Rican Colones
30,000
August 2022
36,000
December 2021
Euros/Hungarian Forints
1,689
December 2021


Euros/Romanian Leis
11,000
December 2021


Non-designated hedges:
Forwards
12,481
November 2021
12,439
November 2021
Master netting agreements exist with each respective counterparty to reduce credit risk by permitting net settlement of derivative positions. In the event of default by the Company or one of its counterparties, these agreements include a set-off clause that provides the non-defaulting party the right to net settle all derivative transactions, regardless of the currency and settlement date. The maximum amount of loss due to credit risk that, based on gross fair value, the Company would incur if parties to the derivative transactions that make up the concentration failed to perform according to the terms of the contracts was $ million and $ million as of March 31 , 20 2 1 and December 31, 20 20 , 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 $ million and $ million as of March 31 , 20 2 1 and December 31, 20 20 , respectively, and liability positions of $ million and $ 2.4 as of March 31 , 20 2 1 and December 31, 20 20 , respectively. Although legally enforceable master netting arrangements exist between the Company and each counterparty, the Company has elected to present the derivative assets and derivative liabilities on a gross basis in the accompanying Condensed Consolidated Balance Sheets. Additionally, the Company is not required to pledge, nor is it entitled to receive, cash collateral related to these derivative transactions. The following tables present the fair value of the Company’s derivative instruments included in the accompanying Condensed Consolidated Balance Sheets (in thousands)
Derivative Assets
Balance Sheet Location
March 31, 2021
December 31, 2020
Derivatives designated as cash flow hedging instruments:
Foreign currency contracts
Other current assets
$
511
$
154
Derivatives not designated as hedging instruments:
Foreign currency contracts
Other current assets
394
183
Total derivative assets
$
905
$
337
Derivative Liabilities
Balance Sheet Location
March 31, 2021
December 31, 2020
Derivatives designated as cash flow hedging instruments:
Foreign currency contracts
Other accrued expenses and current liabilities
$
1,155
$
2,253
Foreign currency contracts
Other long-term liabilities
181

1,336
2,253
Derivatives not designated as hedging instruments:
Foreign currency contracts
Other accrued expenses and current liabilities
75
225
Total derivative liabilities
$
1,411
$
2,478
The following table presents the effect of the Company’s derivative instruments included in the accompanying condensed consolidated financial statements (in thousands)
Location of Gains
Three Months Ended March 31,
(Losses) in Net Income
2021
2020
Revenues
$
457,886
$
411,166
Derivatives designated as cash flow hedging instruments:
Gains (losses) recognized in AOCI:
Foreign currency contracts
$
208
$
(311
)
Gains (losses) reclassified from AOCI:
Foreign currency contracts
Revenues
$
(757
)
$
926
Derivatives not designated as hedging instruments:
Gains (losses) recognized from foreign currency contracts
Other income (expense), net
$
35
$
(246
)

Investments Held in Rabbi Trust

Investments Held in Rabbi Trust3 Months Ended
Mar. 31, 2021
Investments Debt And Equity Securities [Abstract]
Investments Held in Rabbi TrustNote 7. Investments Held in Rabbi Trust The Company’s investments held in rabbi trust, classified as trading securities and included in “Other current assets” in the accompanying Condensed Consolidated Balance Sheets, at fair value, consist of the following (in thousands):
March 31, 2021
December 31, 2020
Cost
Fair Value
Cost
Fair Value
Mutual funds
$
11,088
$
18,008
$
10,332
$
16,780
The mutual funds held in rabbi trust were 75% equity-based and 25% debt-based as of March 31, 2021. Net investment gains (losses) included in “Other income (expense), net” in the accompanying Condensed Consolidated Statements of Operations consists of the following (in thousands):
Three Months Ended March 31,
2021
2020
Net realized gains (losses) from sale of trading securities
$
425
$
50
Dividend and interest income
32
33
Net unrealized holding gains (losses)
68
(2,140
)
$
525
$
(2,057
)

Accumulated Other Comprehensive

Accumulated Other Comprehensive Income (Loss)3 Months Ended
Mar. 31, 2021
Equity [Abstract]
Accumulated Other Comprehensive Income (Loss)Note 8. 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, 2020
$
(52,749
)
$
1,046
$
2,290
$
2,324
$
88
$
(47,001
)
Pre-tax amount
12,461

(839
)
(1,914
)

9,708
Tax (provision) benefit


(253
)
182

(71
)
Reclassification of (gain) loss to net income


(3,418
)
(129
)
(88
)
(3,635
)
Foreign currency translation
(162
)

29
133


Balance at December 31, 2020
(40,450
)
1,046
(2,191
)
596

(40,999
)
Pre-tax amount
(4,457
)

208


(4,249
)
Tax (provision) benefit


15


15
Reclassification of (gain) loss to net income


756
(1
)

755
Foreign currency translation
(6
)

12
(6
)


Balance at March 31, 2021
$
(44,913
)
$
1,046
$
(1,200
)
$
589
$

$
(44,478
) The following table summarizes the amounts reclassified to net income from accumulated other comprehensive income (loss) and the associated line item in the accompanying Condensed Consolidated Statements of Operations (in thousands):
Three Months Ended March 31,
Statements Operations
2021
2020
Location
Gain (loss) on cash flow hedging instruments: (1)
Pre-tax amount
$
(757
)
$
926
Revenues
Tax (provision) benefit
1
(28
)
Income taxes
Reclassification to net income
(756
)
898
Actuarial gain (loss) related to pension liability: (2)
Pre-tax amount
1
23
Other
Tax (provision) benefit

3
Income taxes
Reclassification to net income
1
26
Gain (loss) on postretirement obligation: (2)(3)
Reclassification to net income

22
Other
$
(755
)
$
946
(1) See Note 6, Financial Derivatives, for further information. (2) See Note 12, Defined Benefit Pension Plan and Postretirement Benefits, for further information. (3) No related tax (provision) benefit. The Company has accrued income taxes on earnings which it plans to repatriate to the U.S. Any remaining earnings as well as other outside basis differences associated with the Company’s investments in its foreign subsidiaries are considered to be indefinitely reinvested and no provision for income taxes on those earnings or translation adjustments has been provided. See Note 9, Income Taxes, for further information.

Income Taxes

Income Taxes3 Months Ended
Mar. 31, 2021
Income Tax Disclosure [Abstract]
Income TaxesNote 9. Income Taxes The Company’s effective tax rates were as follows:
Three Months Ended March 31,
2021
2020
Effective tax rate
19.1
%
27.3
% The decrease in the effective tax rate for the three months ended March 31, 2021 as compared to 2020 was primarily due to $1.2 million in discrete tax benefits relating to Philippines tax law changes and stock compensation recognized during the three months ended March 31, 2021. The decrease was also affected by shifts in earnings among the various jurisdictions in which the Company operates. Several additional factors, none of which were individually material, also impacted the rate. The difference between the Company’s effective tax rate as compared to the U.S. statutory federal tax rate of 21.0% was primarily due to the tax impact of permanent differences, state income and foreign withholding taxes, partially offset by the recognition of net tax benefits resulting from foreign tax rate differentials, income earned in certain tax holiday jurisdictions and tax credits. The Company provides U.S. income taxes on the earnings of foreign subsidiaries unless they are exempted from taxation. No additional income taxes have been provided for any indefinitely reinvested earnings or outside basis differences. Determining the amount of unrecognized deferred tax liability related to any remaining outside basis difference in these entities is not practicable due to the inherent complexity of the multi-jurisdictional tax environment in which the Company operates. The Company is currently under audit in several tax jurisdictions. The Company believes it has adequate reserves related to all matters pertaining to these audits. Should the Company experience unfavorable outcomes from these audits, such outcomes could have a significant impact on its financial condition, results of operations and cash flows.

Earnings Per Share

Earnings Per Share3 Months Ended
Mar. 31, 2021
Earnings Per Share [Abstract]
Earnings Per ShareNote 10. Earnings Per Share Basic earnings per share are based on the weighted average number of common shares outstanding during the periods. Diluted earnings per share includes the weighted average number of common shares outstanding during the respective periods and the further dilutive effect, if any, from stock appreciation rights, restricted stock, restricted stock units and shares held in rabbi trust using the treasury stock method. The numbers of shares used in the earnings per share computation were as follows (in thousands):
Three Months Ended March 31,
2021
2020
Basic:
Weighted average common shares outstanding
39,641
41,132
Diluted:
Dilutive effect of stock appreciation rights, restricted stock, restricted stock units and shares held in rabbi trust
315
202
Total weighted average diluted shares outstanding
39,956
41,334
Anti-dilutive shares excluded from the diluted earnings per share calculation
25
12
On August 18, 2011, the Company’s Board of Directors (the “Board”) authorized the Company to purchase up to 5.0 million shares of its outstanding common stock (the “2011 Share Repurchase Program”). On March 16, 2016, the Board authorized an increase of 5.0 million shares to the 2011 Share Repurchase Program for a total of 10.0 million shares. A total of 8.3 million shares have been repurchased under the 2011 Share Repurchase Program since inception. The shares are purchased, from time to time, through open market purchases or in negotiated private transactions, and the purchases are based on factors, including but not limited to, the stock price, management discretion and general market conditions. The 2011 Share Repurchase Program has no expiration date. The shares repurchased under the Company’s 2011 Share Repurchase Program were as follows (none in 2021) (in thousands, except per share amounts):
Total Number of
Total Cost of
Shares
Range of Prices Paid Per Share
Shares
Repurchased
Low
High
Repurchased
Three Months Ended:
March 31, 2020
860
$
23.33
$
31.91
$
22,909

Commitments and Loss Contingenc

Commitments and Loss Contingencies3 Months Ended
Mar. 31, 2021
Commitments And Contingencies Disclosure [Abstract]
Commitments and Loss ContingenciesNote 11. Commitments and Loss Contingencies Purchase Commitments T he Company enters into various purchase commitment agreements with third-party vendors in the ordinary course of business whereby the Company commits to purchase goods and services used in its normal operations. These agreements generally are not cancelable, range from one to five-year Loss Contingencies Contingencies are recorded in the consolidated financial statements when it is probable that a liability will be incurred and the amount of the loss is reasonably estimable, or otherwise disclosed, in accordance with ASC 450, Contingencies (“ASC 450”). Significant judgment is required in both the determination of probability and the determination as to whether a loss is reasonably estimable. In the event the Company determines that a loss is not probable, but is reasonably possible, and it becomes possible to develop what the Company believes to be a reasonable range of possible loss, then the Company will include disclosures related to such matter as appropriate and in compliance with ASC 450. The Company received a state audit assessment and is currently rebutting the position. The Company has determined that the likelihood of a liability is reasonably possible and developed a range of possible loss up to $1.9 million, net of federal benefit, as of March 31, 2021. The Company, from time to time, is involved in legal actions arising in the ordinary course of business. With respect to any such other currently pending matters, management believes that the Company has adequate legal defenses and/or, when possible and appropriate, has provided adequate accruals related to those matters such that the ultimate outcome will not have a material adverse effect on the Company’s financial position, results of operations or cash flows.

Defined Benefit Pension Plan an

Defined Benefit Pension Plan and Postretirement Benefits3 Months Ended
Mar. 31, 2021
Compensation And Retirement Disclosure [Abstract]
Defined Benefit Pension Plan and Postretirement BenefitsNote 12. Defined Benefit Pension Plan and Postretirement Benefits Defined Benefit Pension Plans The following table provides information about the net periodic benefit cost for the Company’s pension plans (in thousands):
Three Months Ended March 31,
2021
2020
Service cost (1)
$
181
$
105
Interest cost (2)
61
51
Recognized actuarial (gains) (2)
(1
)
(23
)
$
241
$
133
(1) Included in "Direct salaries and related costs" and “General and administrative” costs in the accompanying Condensed Consolidated Statements of Operations. (2) Included in "Other income (expense), net" in the accompanying Condensed Consolidated Statements of Operations . Employee Retirement Savings Plans The Company maintains a 401(k) plan covering defined employees who meet established eligibility requirements. The Company’s contributions included in the accompanying Condensed Consolidated Statements of Operations were as follows (in thousands):
Three Months Ended March 31,
2021
2020
401(k) plan contributions
$
851
$
780

Stock-Based Compensation

Stock-Based Compensation3 Months Ended
Mar. 31, 2021
Disclosure Of Compensation Related Costs Sharebased Payments [Abstract]
Stock-Based CompensationNote 13. Stock-Based Compensation The following table summarizes the stock-based compensation expense (primarily in the Americas) and income tax benefits related to the stock-based compensation, both plan and non-plan related (in thousands):
Three Months Ended March 31,
2021
2020
Stock-based compensation (expense) (1)
$
(4,751
)
$
(1,860
)
Income tax benefit (2)
1,140
446
(1) Included in "General and administrative" costs in the accompanying Condensed Consolidated Statements of Operations. (2) Included in "Income taxes" in the accompanying Condensed Consolidated Statements of Operations . During the three months ended March 31, 2021, the Company granted 0.3 million performance-based restricted shares/restricted stock units and 0.1 million service-based restricted shares/restricted stock units under the Company’s 2019 Plan, all at a weighted average grant-date fair value of $44.79 per share.

Segments and Geographic Informa

Segments and Geographic Information3 Months Ended
Mar. 31, 2021
Segment Reporting [Abstract]
Segments and Geographic InformationNote 14. Segments and Geographic Information The Company operates within two regions, the Americas and EMEA. Each region represents a reportable segment comprised of aggregated regional operating segments, which portray similar economic characteristics. The Company aligns its business into two segments to effectively manage the business and support the customer care needs of every client and to respond to the demands of the Company’s global customers. The reportable segments consist of (1) the Americas, which includes the United States, Canada, Latin America, Australia and the Asia Pacific Rim, and provides outsourced customer experience management solutions and services (with an emphasis on inbound technical support, digital support and demand generation, and customer service) and technical staffing and (2) EMEA, which includes Europe, the Middle East and Africa, and provides outsourced customer experience management solutions and services (with an emphasis on technical support and customer service) and fulfillment services. The sites within Latin America, Australia and the Asia Pacific Rim are included in the Americas segment given the nature of the business and client profile, which is primarily made up of U.S.-based companies that are using the Company’s services in these locations to support their customer experience management needs. Information about the Company’s reportable segments is as follows (in thousands):
Americas
EMEA
Other (1)
Consolidated
Three Months Ended March 31, 2021:
Revenues
$
363,719
$
94,167
$

$
457,886
Percentage of revenues
79.4
%
20.6
%
0.0
%
100.0
%
Depreciation, net
$
10,221
$
2,156
$
738
$
13,115
Amortization of intangibles
$
2,096
$
891
$

$
2,987
Income (loss) from operations
$
44,872
$
6,668
$
(20,010
)
$
31,530
Total other income (expense), net
(647
)
(647
)
Income taxes
(5,905
)
(5,905
)
Net income (loss)
$
24,978
Three Months Ended March 31, 2020:
Revenues
$
332,926
$
78,233
$
7
$
411,166
Percentage of revenues
81.0
%
19.0
%
0.0
%
100.0
%
Depreciation, net
$
10,033
$
1,705
$
723
$
12,461
Amortization of intangibles
$
3,286
$
833
$

$
4,119
Income (loss) from operations
$
35,779
$
3,180
$
(14,565
)
$
24,394
Total other income (expense), net
(5,250
)
(5,250
)
Income taxes
(5,226
)
(5,226
)
Net income
$
13,918
(1) Other items (including corporate and other costs, other income and expense, and income taxes) are included for purposes of reconciling to the Company’s consolidated totals as shown in the tables above for the periods shown. Inter-segment revenues are not material to the Americas and EMEA segment results. The Company’s reportable segments are evaluated regularly by its chief operating decision maker to decide how to allocate resources and assess performance. The chief operating decision maker evaluates performance based upon reportable segment revenue and income (loss) from operations. Because assets by segment are not reported to or used by the Company’s chief operating decision maker to allocate resources, or to assess performance, total assets by segment are not disclosed. The following table represents a disaggregation of revenue from contracts with customers by delivery location and by the reportable segment (in thousands):
Three Months Ended March 31,
2021
2020
Americas:
United States
$
170,004
$
157,666
The Philippines
67,994
64,439
Costa Rica
37,526
34,881
Canada
27,987
25,241
El Salvador
17,996
18,720
Other
42,212
31,979
Total Americas
363,719
332,926
EMEA:
Germany
29,023
24,651
Other
65,144
53,582
Total EMEA
94,167
78,233
Total Other

7
$
457,886
$
411,166

Other Income (Expense)

Other Income (Expense)3 Months Ended
Mar. 31, 2021
Other Income And Expenses [Abstract]
Other Income (Expense)Note 15. Other Income (Expense) Other income (expense), net consists of the following (in thousands):
Three Months Ended March 31,
2021
2020
Foreign currency transaction gains (losses)
$
(185
)
$
(1,606
)
Gains (losses) on derivative instruments not designated as hedges
35
(246
)
Net investment gains (losses) on investments held in rabbi trust
525
(2,057
)
Other miscellaneous income (expense)
(697
)
(884
)
$
(322
)
$
(4,793
)

Related Party Transactions

Related Party Transactions3 Months Ended
Mar. 31, 2021
Related Party Transactions [Abstract]
Related Party TransactionsNote 16. Related Party Transactions In January 2008, the Company entered into a lease for a customer experience management center located in Kingstree, South Carolina. The landlord, Kingstree Office One, LLC, is an entity controlled by John H. Sykes, the founder, former Chairman and former Chief Executive Officer of the Company and the father of Charles Sykes, President and Chief Executive Officer of the Company. The lease payments on the 20-year lease were negotiated at or below market rates, and the lease is cancellable at the option of the Company. Upon giving notice in September 2020, the Company paid a lease termination penalty of $0.1 million and the Company vacated the space as of March 31, 2021. The Company paid $0.1 million to the landlord during both the three months ended March 31, 2021 and 2020, under the terms of the lease.

Overview and Basis of Present_2

Overview and Basis of Presentation (Policies)3 Months Ended
Mar. 31, 2021
Organization Consolidation And Presentation Of Financial Statements [Abstract]
BusinessBusiness — Sykes Enterprises, Incorporated and consolidated subsidiaries (“SYKES” or the “Company”) is a leading full lifecycle provider of global customer experience management services, multichannel demand generation and digital transformation. The Company provides differentiated full lifecycle customer experience management solutions and services primarily to Global 2000 companies and their end customers principally in the financial services, technology, communications, transportation & leisure and healthcare industries. The Company’s differentiated full lifecycle services platform effectively engages customers at every touchpoint within the customer journey, including digital media and acquisition, sales expertise, customer service, technical support and retention, many of which can be optimized through a suite of digital transformation capabilities under its SYKES Digital Services (“SDS”) group, which spans robotic process automation (“RPA”), self-service, insight analytics and digital learning. In addition to digital transformation, the Company also provides artificial intelligence (“AI”) solutions that can be embedded and leveraged across its lifecycle offerings. Utilizing SYKES’ integrated onshore/offshore global delivery model, the Company provides its services through multiple communication channels including phone, e-mail, social media, text messaging, chat and digital self-service. The Company also provides various enterprise support services in the United States that include services for its clients’ internal support operations, from technical staffing services to outsourced corporate help desk services. In Europe, SYKES also provides fulfillment services, which include order processing, payment processing, inventory control, product delivery and product returns handling. Additionally, through the Company’s acquisition of RPA provider Symphony Ventures Ltd (“Symphony”) coupled with its investment in AI through XSell Technologies, Inc. (“XSell”) , the Company also provides a suite of solutions such as consulting, implementation, hosting and managed services that optimizes its differentiated full lifecycle management services platform. The Company has operations in two reportable segments entitled (1) the Americas, in which the client base is primarily companies in the United States that are using the Company’s services to support their customer management needs, which includes the United States, Canada, Latin America, Australia and the Asia Pacific Rim; and (2) EMEA, which includes Europe, the Middle East and Africa. Coronavirus On March 11, 2020, the World Health Organization characterized the novel coronavirus (“COVID-19”) a pandemic. The global nature, rapid spread and continually evolving response by governments throughout the world to combat the spread has had a negative impact on the global economy. Certain of the Company’s customer experience management centers have been impacted by local government actions restricting facility access or are operating at lower capacity utilization levels to achieve social distancing. The Company is committed to the health and safety of its workforce and ensuring business continuity for the brands it serves. In response, the Company has shifted as many employees as possible to a work-at-home model. As of the middle of April 2021, approximately 70% of agents assigned to the Company’s brick-and-mortar facilities have temporarily transitioned to a work-at-home model, 25% are working in centers and 5% of the Company’s agents are idle primarily due to the lack of technical infrastructure to work from home. The Company’s operations in the Philippines, El Salvador and Mexico have been most impacted by the governmental restrictions. The Company continues to closely monitor the prevalence of COVID-19 and the vaccination rates in the communities where its centers are located as well as guidance from public health authorities, federal and local agencies and municipalities. The Company will work with employees and clients to transition agents back to its centers based on that guidance, but risk further disruption to the business as a result of COVID-19 and government-imposed restrictions. Over time, the Company anticipates a permanent transition to a work-at-home or hybrid model for a portion of its workforce. Exit of Leased Space The Company continues to reevaluate its real estate footprint in connection with the transition of a portion of its workforce to a permanent remote working environment in both the Americas and EMEA. Since April 2020, the Company has decided to terminate, sublease or abandon leases prior to the end of their lease terms at certain of its sites as approximately 3,500 seats transitioned from brick and mortar to at home agents. As such, the Company recorded cumulative impairments of right-of-use (“ROU”) assets of $13.4 million and impairments of property and equipment of $7.2 million related to these actions since the initiation of its reevaluation in April 2020, of which $0.7 million of ROU assets and $ 0.1 million of property and equipment impairments were recorded during the three months ended March 31, 2021 . See Note 4 , Fair Value, in the accompanying “Notes to Condensed Consolidated Financial Statements” for further information. Taylor Media Corp. Acquisition On December 31, 2020, through its wholly-owned subsidiary, Clear Link Technologies, LLC, the Company completed the acquisition of Taylor Media Corp. (“TMC”), a personal finance digital media company and owner of The Penny Hoarder. Of the total initial purchase price of $104.9 million, $87.2 million was paid upon closing using $63.0 million of additional borrowings under our credit agreement as well as cash on hand. Of the remaining $17.7 million of the purchase price, $0.2 million was used to repay outstanding debt and $17.5 million of the purchase price was deferred and is payable on December 31, 2027, the seventh anniversary of the closing. In the event TMC’s previous owner remains employed by the Company or one of its subsidiaries on December 31, 2022, the second anniversary of the closing, the deferred payment will be accelerated and due at that time. The deferred purchase price was included in “Other long-term liabilities” in the accompanying Condensed Consolidated Balance Sheets as of March 31, 2021 and December 31, 2020. The Company accounted for the TMC acquisition in accordance with ASC 805, Business Combinations , The Company has reflected TMC’s assets and liabilities in its consolidated balance sheet as of December 31, 2020 and the results of TMC’s operations have been reflected in its consolidated financial statements in the Americas segment since January 1, 2021.
Basis of PresentationBasis of Presentation — The accompanying unaudited condensed consolidated financial statements have been prepared in accordance with accounting principles generally accepted in the United States of America (“generally accepted accounting principles” or “U.S. GAAP”) for interim financial information, the instructions to Form 10-Q and Article 10 of Regulation S-X. Accordingly, they do not include all of the information and notes required by generally accepted accounting principles for complete financial statements. In the opinion of management, all adjustments (consisting of normal recurring accruals) considered necessary for a fair presentation have been included. Operating results for the three months ended March 31, 2021 are not necessarily indicative of the results that may be expected for any future quarters or the year ending December 31, 2021. For further information, refer to the consolidated financial statements and notes thereto included in the Company’s Annual Report on Form 10-K for the year ended December 31, 2020 , as filed with the Securities and Exchange Commission (“SEC”) on February 26, 2021.
Principles of ConsolidationPrinciples of Consolidation — The condensed consolidated financial statements include the accounts of SYKES and its wholly-owned subsidiaries and controlled majority-owned subsidiaries. Investments in less than majority-owned subsidiaries in which the Company does not have a controlling interest, but does have significant influence, are accounted for as equity method investments. All intercompany transactions and balances have been eliminated in consolidation.
Use of EstimatesUse of Estimates — The preparation of condensed consolidated financial statements in conformity with U.S. GAAP requires the Company to make estimates and assumptions that affect the reported amounts of assets and liabilities and disclosure of contingent assets and liabilities at the date of the financial statements and the reported amounts of revenues and expenses during the reporting period. Actual results could differ from those estimates. Due to the novel coronavirus (“COVID-19”) pandemic, there has been uncertainty and disruption in the global economy and financial markets. Other than where noted, the Company is not aware of any specific event or circumstance that would require an update to its estimates or judgments or a revision of the carrying value of its assets or liabilities as of the date and time of issuance of the condensed consolidated financial statements. These estimates may change, as new events occur, and additional information is obtained. Actual results could differ materially from these estimates under different assumptions or conditions.
Subsequent EventsSubsequent Events — Subsequent events or transactions have been evaluated through the date and time of issuance of the condensed consolidated financial statements. There were no material subsequent events that required recognition or disclosure in the accompanying condensed consolidated financial statements.
Cash, Cash Equivalents and Restricted CashCash, Cash Equivalents and Restricted Cash — Cash and cash equivalents consist of cash and highly liquid short-term investments, primarily held in non-interest-bearing investments which have original maturities of less than 90 days. Restricted cash includes cash whereby the Company’s ability to use the funds at any time is contractually limited or is generally designated for specific purposes arising out of certain contractual or other obligations. The following table provides a reconciliation of cash and cash equivalents and restricted cash reported in the Condensed Consolidated Balance Sheets that sum to the amounts reported in the Condensed Consolidated Statements of Cash Flows (in thousands):
March 31, 2021
December 31, 2020
March 31, 2020
December 31, 2019
Cash and cash equivalents
$
112,763
$
103,077
$
118,422
$
127,246
Restricted cash included in "Other current assets"
288
355
438
568
Restricted cash included in "Deferred charges and other assets"
967
964
1,223
1,371
$
114,018
$
104,396
$
120,083
$
129,185
Allowance for Doubtful AccountsAllowance for Doubtful Accounts — The Company recorded a $0.2 million and $0.6 million increase to the allowance for credit losses related to its short-term trade receivables primarily as a result of deterioration in certain clients’ credit ratings reflecting current and expected economic conditions during the three months ended March 31, 2021 and 2020, respectively, and wrote off $0.1 million and $0.3 million of the allowance for credit losses related to certain short-term trade receivables deemed to be uncollectible during the three months ended March 31, 2021 and 2020, respectively. The Company recorded a $0.1 million increase to the allowance for credit losses related to its long-term trade receivables during the three months ended March 31, 2021 (none in 2020).
Customer-Acquisition Advertising CostsCustomer-Acquisition Advertising Costs — The Company’s advertising costs are expensed as incurred. Total advertising costs included in “Direct salaries and related costs” in the accompanying Condensed Consolidated Statements of Operations were as follows (in thousands):
Three Months Ended March 31,
2021
2020
Customer-acquisition advertising costs
19,565
10,182
New Accounting Standards Not Yet AdoptedNew Accounting Standards Not Yet Adopted Reference Rate Reform In March 2020, the Financial Accounting Standards Board (“FASB”) issued Accounting Standards Update (“ ASU”) 2020-04, Compensation – Reference Rate Reform (Topic 848) – Facilitation of the Effects of Reference Rate Reform on Financial Reporting (“ASU 2020-04”), which provides companies with optional guidance, including expedients and exceptions for applying generally accepted accounting principles to . These amendments are effective for all entities as of March 12, 2020 and an entity may elect to apply the amendments prospectively through December 31, 2022. The Company is currently evaluating the impact of the transition from LIBOR to alternative reference interest rates but does not expect a material impact on its financial position, results of operations or cash flows.
New Accounting Standards Recently AdoptedNew Accounting Standards Recently Adopted Income Taxes In December 2019, the FASB issued ASU 2019-12, Income Taxes (Topic 740) – Simplifying the Accounting for Income Taxes retrospective or modified retrospective basis. Early adoption wa s permitted, including adoption in any interim period for which financial statements ha d not yet been issued. The Company ’s adoption of ASU 2019-12 on January 1, 2021 did not have a material impact on its financial position , results of operations, cash flows or disclosures. Significant Accounting Policies There have been no new or material changes to the significant accounting policies disclosed in Note 1, Overview and Summary of Significant Accounting Policies, in the “Notes to the Consolidated Financial Statements” section of the Company’s Annual Report on Form 10-K for the year ended December 31, 2020 .
Revenue from Contracts with CustomersRevenues from Contracts with Customers Revenues for customer experience management solutions and services are recognized over time using output methods such as a per minute, per hour, per call, per transaction or per time and materials basis. The Company expects to recognize the majority of its deferred revenue as of March 31, 2021 over the next 180 days. Revenues of $2.8 million and $2.7 million were recognized during the three months ended March 31, 2021 and 2020, respectively, from amounts included in deferred revenue at December 31, 2020 and 2019, respectively. The Company expects to recognize the majority of the customer arrangements with termination rights into revenue as the Company has not historically experienced a high rate of contract terminations. Estimated refund liabilities are generally resolved within 180 days, once it is determined whether the requisite service levels and client requirements were achieved to settle the contingency.
Fair Value MeasurementsASC 820, Fair Value Measurements and Disclosures requires disclosure about how fair value is determined for assets and liabilities and establishes a hierarchy for how these assets and liabilities must be grouped, based on significant levels of observable or unobservable inputs. Observable inputs reflect market data obtained from independent sources, while unobservable inputs reflect the Company’s market assumptions. This hierarchy requires the use of observable market data when available. These two types of inputs have created the following fair value hierarchy:

Level 1 — Quoted prices for identical instruments in active markets.

Level 2 — Quoted prices for similar instruments in active markets; quoted prices for identical or similar instruments in markets that are not active; and model-derived valuations in which all significant inputs and significant value drivers are observable in active markets.

Level 3 — Valuations derived from valuation techniques in which one or more significant inputs or significant value drivers are unobservable .
Financial InstrumentsDetermination of Fair Value — The Company generally uses quoted market prices (unadjusted) in active markets for identical assets or liabilities that the Company has the ability to access to determine fair value and classifies such items in Level 1. Fair values determined by Level 2 inputs utilize inputs other than quoted market prices included in Level 1 that are observable for the asset or liability, either directly or indirectly. Level 2 inputs include quoted market prices in active markets for similar assets or liabilities, and inputs other than quoted market prices that are observable for the asset or liability. Level 3 inputs are unobservable inputs for the asset or liability, and include situations where there is little, if any, market activity for the asset or liability. If quoted market prices are not available, fair value is based upon internally developed valuation techniques that use, where possible, current market-based or independently sourced market parameters, such as interest rates, currency exchange rates, etc. Assets or liabilities valued using such internally generated valuation techniques are classified according to the lowest level input or value driver that is significant to the valuation. Thus, an item may be classified in Level 3 even though there may be some significant inputs that are readily observable. The following describes the valuation methodologies used by the Company to measure assets and liabilities at fair value on a recurring basis, including an indication of the level in the fair value hierarchy in which each asset or liability is generally classified, if applicable. Cash, Short-Term and Other Investments and Accounts Payable The carrying values for cash, short-term and other investments and accounts payable approximate their fair values. Long-Term Debt The carrying value of long-term debt approximates its estimated fair value as the debt bears interest based on variable market rates, as outlined in the debt agreement. Foreign Currency Contracts — The Company enters into foreign currency forward contracts and options over the counter and values such contracts, including premiums paid on options, at fair value using quoted market prices of comparable instruments or, if none are available, on pricing models or formulas using current market and model assumptions, including adjustments for credit risk. The key inputs include forward or option foreign currency exchange rates and interest rates. These items are classified in Level 2 of the fair value hierarchy. Investments Held in Rabbi Trust — The investment assets of the rabbi trust are valued using quoted market prices in active markets, which are classified in Level 1 of the fair value hierarchy. For additional information about the deferred compensation plan, refer to Note 7, Investments Held in Rabbi Trust.
Foreign Currency and Derivative InstrumentsCash Flow Hedges — The Company has derivative assets and liabilities relating to outstanding forward contracts and options, designated as cash flow hedges, as defined under ASC 815, Derivatives and Hedging (“ASC 815”), consisting of Philippine Peso, Costa Rican Colon, Hungarian Forint and Romanian Leu contracts. These foreign currency contracts are entered into to hedge the exposure to variability in the cash flows of a specific asset or liability, or of a forecasted transaction that is attributable to changes in exchange rates.
Earnings Per ShareBasic earnings per share are based on the weighted average number of common shares outstanding during the periods. Diluted earnings per share includes the weighted average number of common shares outstanding during the respective periods and the further dilutive effect, if any, from stock appreciation rights, restricted stock, restricted stock units and shares held in rabbi trust using the treasury stock method.
Segments and Geographic InformationThe Company operates within two regions, the Americas and EMEA. Each region represents a reportable segment comprised of aggregated regional operating segments, which portray similar economic characteristics. The Company aligns its business into two segments to effectively manage the business and support the customer care needs of every client and to respond to the demands of the Company’s global customers.

Overview and Basis of Present_3

Overview and Basis of Presentation (Tables)3 Months Ended
Mar. 31, 2021
Organization Consolidation And Presentation Of Financial Statements [Abstract]
Summary of Cash and Cash Equivalents and Restricted CashThe following table provides a reconciliation of cash and cash equivalents and restricted cash reported in the Condensed Consolidated Balance Sheets that sum to the amounts reported in the Condensed Consolidated Statements of Cash Flows (in thousands):
March 31, 2021
December 31, 2020
March 31, 2020
December 31, 2019
Cash and cash equivalents
$
112,763
$
103,077
$
118,422
$
127,246
Restricted cash included in "Other current assets"
288
355
438
568
Restricted cash included in "Deferred charges and other assets"
967
964
1,223
1,371
$
114,018
$
104,396
$
120,083
$
129,185
Schedule of Customer-Acquisition Advertising CostsTotal advertising costs included in “Direct salaries and related costs” in the accompanying Condensed Consolidated Statements of Operations were as follows (in thousands):
Three Months Ended March 31,
2021
2020
Customer-acquisition advertising costs
19,565
10,182

Revenues (Tables)

Revenues (Tables)3 Months Ended
Mar. 31, 2021
Revenue From Contract With Customer [Abstract]
Revenues from Contracts with Customers Disaggregated by Service TypeThe following table represents revenues from contracts with customers disaggregated by service type and by the reportable segment for each category for the periods indicated (in thousands):
Three Months Ended March 31,
2021
2020
Amount
% of Revenue
Amount
% of Revenue
Americas:
Customer experience management solutions and services
$
363,453
79.4%
$
332,614
80.9%
Other revenues
266
0.0%
312
0.1%
Total Americas
363,719
79.4%
332,926
81.0%
EMEA:
Customer experience management solutions and services
89,336
19.5%
72,633
17.7%
Other revenues
4,831
1.1%
5,600
1.3%
Total EMEA
94,167
20.6%
78,233
19.0%
Other:
Other revenues

0.0%
7
0.0%
Total Other

0.0%
7
0.0%
$
457,886
100.0%
$
411,166
100.0%
Receivables, NetThe Company’s noncurrent trade accounts receivable result from contracts with customers that include renewal provisions and contracts with customers under multi-year arrangements. The Company’s trade accounts receivable, net, consisted of the following (in thousands):
March 31, 2021
December 31, 2020
Trade accounts receivable, net, current (1)
$
393,157
$
398,112
Trade accounts receivable, net, noncurrent (2)
29,833
30,021
$
422,990
$
428,133
(1) Included in “Receivables, net” in the accompanying Condensed Consolidated Balance Sheets. (2) Included in “Deferred charges and other assets” in the accompanying Condensed Consolidated Balance Sheets.
Components of Deferred Revenue and Customer LiabilitiesDeferred revenue and customer liabilities consisted of the following (in thousands):
March 31, 2021
December 31, 2020
Deferred revenue
$
2,772
$
2,916
Customer arrangements with termination rights
15,326
15,771
Estimated refund liabilities
7,646
6,115
$
25,744
$
24,802

Leases (Tables)

Leases (Tables)3 Months Ended
Mar. 31, 2021
Leases [Abstract]
Schedule of LeaseAdditional supplemental information related to leases was as follows:
March 31, 2021
December 31, 2020
Weighted average remaining lease term of operating leases
4.1 years
4.3 years
Weighted average discount rate of operating leases
3.4
%
3.4
%
Schedule of Maturities of Operating Lease LiabilitiesMaturities of operating lease liabilities as of March 31, 2021 were as follows (in thousands):
Amount
2021 (remainder of the year)
$
45,075
2022
48,783
2023
32,335
2024
22,998
2025
14,755
2026 and thereafter
18,753
Total future lease payments
182,699
Less: Imputed interest
13,160
Present value of future lease payments
169,539
Less: Operating lease liabilities
53,043
Long-term operating lease liabilities
$
116,496

Fair Value (Tables)

Fair Value (Tables)3 Months Ended
Mar. 31, 2021
Fair Value Disclosures [Abstract]
Assets and Liabilities Measured at Fair Value on a Recurring BasisThe Company's assets and liabilities measured at fair value on a recurring basis subject to the requirements of ASC 820 consisted of the following (in thousands):
Fair Value Measurements Using:
Balance at
Quoted Prices in Active Markets For Identical Assets
Significant Other Observable Inputs
Significant Unobservable Inputs
March 31, 2021
Level 1
Level 2
Level 3
Assets:
Foreign currency contracts (1)
$
905
$

$
905
$

Equity investments held in rabbi trust for the Deferred Compensation Plan (2)
13,558
13,558


Debt investments held in rabbi trust for the Deferred Compensation Plan (2)
4,450
4,450


$
18,913
$
18,008
$
905
$

Liabilities:
Foreign currency contracts (1)
$
1,411
$

$
1,411
$

$
1,411
$

$
1,411
$

Fair Value Measurements Using:
Balance at
Quoted Prices in Active Markets For Identical Assets
Significant Other Observable Inputs
Significant Unobservable Inputs
December 31, 2020
Level 1
Level 2
Level 3
Assets:
Foreign currency contracts (1)
$
337
$

$
337
$

Equity investments held in rabbi trust for the Deferred Compensation Plan (2)
11,263
11,263


Debt investments held in rabbi trust for the Deferred Compensation Plan (2)
5,517
5,517


$
17,117
$
16,780
$
337
$

Liabilities:
Foreign currency contracts (1)
$
2,478
$

$
2,478
$

$
2,478
$

$
2,478
$

(1) See Note 6, Financial Derivatives, for the classification in the accompanying Condensed Consolidated Balance Sheets. (2) Included in “Other current assets” in the accompanying Condensed Consolidated Balance Sheets. See Note 7, Investments Held in Rabbi Trust.
Summary of Total Impairment Losses Related to Nonrecurring Fair Value Measurements of Certain AssetsThe following table summarizes the total impairment losses in the accompanying Condensed Consolidated Statements of Operations related to nonrecurring fair value measurements of certain assets (none in 2020) (in thousands):
Three Months Ended March 31, 2021
Americas:
Property and equipment, net
$
56
Operating lease right-of-use assets
301
357
EMEA:
Property and equipment, net
77
Operating lease right-of-use assets
398
475
Other:
Property and equipment, net
318
$
1,150

Goodwill and Intangible Assets

Goodwill and Intangible Assets (Tables)3 Months Ended
Mar. 31, 2021
Goodwill And Intangible Assets Disclosure [Abstract]
Company's Purchased Intangible AssetsThe following table presents the Company’s purchased intangible assets as of March 31, 2021 (in thousands):
Gross Intangibles
Accumulated Amortization
Net Intangibles
Weighted Average Amortization Period (years)
Intangible assets subject to amortization:
Customer relationships
$
195,257
$
(136,132
)
$
59,125
10
Trade names and trademarks
7,949
(3,485
)
4,464
8
Non-compete agreements
1,053
(794
)
259
3
Content library
4,829
(744
)
4,085
5
Proprietary software
870
(870
)

5
209,958
(142,025
)
67,933
9
Intangible assets not subject to amortization:
Domain names
163,225

163,225
N/A
$
373,183
$
(142,025
)
$
231,158
The following table presents the Company’s purchased intangible assets as of December 31, 2020 (in thousands):
Gross Intangibles
Accumulated Amortization
Net Intangibles
Weighted Average Amortization Period (years)
Intangible assets subject to amortization:
Customer relationships
$
195,116
$
(133,689
)
$
61,427
10
Trade names and trademarks
7,918
(3,225
)
4,693
8
Non-compete agreements
1,100
(712
)
388
3
Content library
4,851
(551
)
4,300
5
Proprietary software
870
(835
)
35
5
209,855
(139,012
)
70,843
9
Intangible assets not subject to amortization:
Domain names
163,132

163,132
N/A
$
372,987
$
(139,012
)
$
233,975
Estimated Future Amortization ExpenseThe Company’s estimated future amortization expense for the succeeding years relating to the purchased intangible assets resulting from acquisitions completed prior to March 31, 2021 is as follows (in thousands):
Amount
2021 (remainder of the year)
$
8,749
2022
10,414
2023
8,309
2024
8,074
2025
7,961
2026
6,980
2027 and thereafter
17,446
Changes in GoodwillChanges in goodwill for the three months ended March 31, 2021 consisted of the following (in thousands):
January
Acquisition- Related (1)
Impairment
Effect of Foreign Currency
March 31, 2021
Americas
$
269,472
$
176
$

$
151
$
269,799
EMEA
29,937


(440
)
29,497
$
299,409
$
176
$

$
(289
)
$
299,296
Changes in goodwill for the year ended December 31, 2020 consisted of the following (in thousands):
January
Acquisition- Related (1)
Impairment (2)
Effect of Foreign Currency
December 31, 2020
Americas
$
259,953
$
8,851
$

$
668
$
269,472
EMEA
51,294

(21,792
)
435
29,937
$
311,247
$
8,851
$
(21,792
)
$
1,103
$
299,409
(1) The three months ended March 31, 2021 includes the impact of adjustments to acquired goodwill upon refinements of the purchase price allocation of TMC’s assets acquired and liabilities assumed. The year ended December 31, 2020 includes the goodwill recorded related to the TMC acquisition. (2) The year ended December 31, 2020 includes the impairment of a portion of the Symphony reporting unit’s goodwill.

Financial Derivatives (Tables)

Financial Derivatives (Tables)3 Months Ended
Mar. 31, 2021
Derivative Instruments And Hedging Activities Disclosure [Abstract]
Deferred Gains (Losses) and Related Taxes on Cash Flow HedgesThe deferred gains (losses) and related taxes on the Company’s cash flow hedges recorded in “Accumulated other comprehensive income (loss)” (“AOCI”) in the accompanying Condensed Consolidated Balance Sheets were as follows (in thousands):
March 31, 2021
December 31, 2020
Deferred gains (losses) in AOCI
$
(1,212
)
$
(2,188
)
Tax on deferred gains (losses) in AOCI
12
(3
)
Deferred gains (losses) in AOCI, net of taxes
$
(1,200
)
$
(2,191
)
Deferred gains (losses) expected to be reclassified to "Revenues" from AOCI during the next twelve months
$
(1,031
)
Outstanding Foreign Currency Forward Contracts and OptionsThe Company had the following outstanding foreign currency forward contracts and options (in thousands):
March 31, 2021
December 31, 2020
Contract Type
Notional Amount in USD
Settle Through Date
Notional Amount in USD
Settle Through Date
Cash flow hedges:
Options:
US Dollars/Philippine Pesos
$
42,000
December 2021
$
12,000
June 2021
Forwards:
US Dollars/Costa Rican Colones
30,000
August 2022
36,000
December 2021
Euros/Hungarian Forints
1,689
December 2021


Euros/Romanian Leis
11,000
December 2021


Non-designated hedges:
Forwards
12,481
November 2021
12,439
November 2021
Derivative Instruments Fair ValueThe following tables present the fair value of the Company’s derivative instruments included in the accompanying Condensed Consolidated Balance Sheets (in thousands)
Derivative Assets
Balance Sheet Location
March 31, 2021
December 31, 2020
Derivatives designated as cash flow hedging instruments:
Foreign currency contracts
Other current assets
$
511
$
154
Derivatives not designated as hedging instruments:
Foreign currency contracts
Other current assets
394
183
Total derivative assets
$
905
$
337
Derivative Liabilities
Balance Sheet Location
March 31, 2021
December 31, 2020
Derivatives designated as cash flow hedging instruments:
Foreign currency contracts
Other accrued expenses and current liabilities
$
1,155
$
2,253
Foreign currency contracts
Other long-term liabilities
181

1,336
2,253
Derivatives not designated as hedging instruments:
Foreign currency contracts
Other accrued expenses and current liabilities
75
225
Total derivative liabilities
$
1,411
$
2,478
Effect of the Company's Derivative InstrumentsThe following table presents the effect of the Company’s derivative instruments included in the accompanying condensed consolidated financial statements (in thousands)
Location of Gains
Three Months Ended March 31,
(Losses) in Net Income
2021
2020
Revenues
$
457,886
$
411,166
Derivatives designated as cash flow hedging instruments:
Gains (losses) recognized in AOCI:
Foreign currency contracts
$
208
$
(311
)
Gains (losses) reclassified from AOCI:
Foreign currency contracts
Revenues
$
(757
)
$
926
Derivatives not designated as hedging instruments:
Gains (losses) recognized from foreign currency contracts
Other income (expense), net
$
35
$
(246
)

Investments Held in Rabbi Tru_2

Investments Held in Rabbi Trust (Tables)3 Months Ended
Mar. 31, 2021
Investments Debt And Equity Securities [Abstract]
Investments Held in Rabbi Trust, Classified as TradingThe Company’s investments held in rabbi trust, classified as trading securities and included in “Other current assets” in the accompanying Condensed Consolidated Balance Sheets, at fair value, consist of the following (in thousands):
March 31, 2021
December 31, 2020
Cost
Fair Value
Cost
Fair Value
Mutual funds
$
11,088
$
18,008
$
10,332
$
16,780
Components of Investment Income (Losses), Included in Other Income (Expense), Net in Accompanying Consolidated Statements of OperationsThe mutual funds held in rabbi trust were 75% equity-based and 25% debt-based as of March 31, 2021. Net investment gains (losses) included in “Other income (expense), net” in the accompanying Condensed Consolidated Statements of Operations consists of the following (in thousands):
Three Months Ended March 31,
2021
2020
Net realized gains (losses) from sale of trading securities
$
425
$
50
Dividend and interest income
32
33
Net unrealized holding gains (losses)
68
(2,140
)
$
525
$
(2,057
)

Accumulated Other Comprehensi_2

Accumulated Other Comprehensive Income (Loss) (Tables)3 Months Ended
Mar. 31, 2021
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, 2020
$
(52,749
)
$
1,046
$
2,290
$
2,324
$
88
$
(47,001
)
Pre-tax amount
12,461

(839
)
(1,914
)

9,708
Tax (provision) benefit


(253
)
182

(71
)
Reclassification of (gain) loss to net income


(3,418
)
(129
)
(88
)
(3,635
)
Foreign currency translation
(162
)

29
133


Balance at December 31, 2020
(40,450
)
1,046
(2,191
)
596

(40,999
)
Pre-tax amount
(4,457
)

208


(4,249
)
Tax (provision) benefit


15


15
Reclassification of (gain) loss to net income


756
(1
)

755
Foreign currency translation
(6
)

12
(6
)


Balance at March 31, 2021
$
(44,913
)
$
1,046
$
(1,200
)
$
589
$

$
(44,478
)
Amounts Reclassified to Net Income from Accumulated Other Comprehensive Income (Loss)The following table summarizes the amounts reclassified to net income from accumulated other comprehensive income (loss) and the associated line item in the accompanying Condensed Consolidated Statements of Operations (in thousands):
Three Months Ended March 31,
Statements Operations
2021
2020
Location
Gain (loss) on cash flow hedging instruments: (1)
Pre-tax amount
$
(757
)
$
926
Revenues
Tax (provision) benefit
1
(28
)
Income taxes
Reclassification to net income
(756
)
898
Actuarial gain (loss) related to pension liability: (2)
Pre-tax amount
1
23
Other
Tax (provision) benefit

3
Income taxes
Reclassification to net income
1
26
Gain (loss) on postretirement obligation: (2)(3)
Reclassification to net income

22
Other
$
(755
)
$
946
(1) See Note 6, Financial Derivatives, for further information. (2) See Note 12, Defined Benefit Pension Plan and Postretirement Benefits, for further information. (3) No related tax (provision) benefit.

Income Taxes (Tables)

Income Taxes (Tables)3 Months Ended
Mar. 31, 2021
Income Tax Disclosure [Abstract]
Summary of Effective Tax RatesThe Company’s effective tax rates were as follows:
Three Months Ended March 31,
2021
2020
Effective tax rate
19.1
%
27.3
%

Earnings Per Share (Tables)

Earnings Per Share (Tables)3 Months Ended
Mar. 31, 2021
Earnings Per Share [Abstract]
Number of Shares Used in Earnings Per Share ComputationThe numbers of shares used in the earnings per share computation were as follows (in thousands):
Three Months Ended March 31,
2021
2020
Basic:
Weighted average common shares outstanding
39,641
41,132
Diluted:
Dilutive effect of stock appreciation rights, restricted stock, restricted stock units and shares held in rabbi trust
315
202
Total weighted average diluted shares outstanding
39,956
41,334
Anti-dilutive shares excluded from the diluted earnings per share calculation
25
12
Shares RepurchasedThe shares repurchased under the Company’s 2011 Share Repurchase Program were as follows (none in 2021) (in thousands, except per share amounts):
Total Number of
Total Cost of
Shares
Range of Prices Paid Per Share
Shares
Repurchased
Low
High
Repurchased
Three Months Ended:
March 31, 2020
860
$
23.33
$
31.91
$
22,909

Defined Benefit Pension Plan _2

Defined Benefit Pension Plan and Postretirement Benefits (Tables)3 Months Ended
Mar. 31, 2021
Compensation And Retirement Disclosure [Abstract]
Net Periodic Benefit Cost and Other Accumulated Comprehensive Income for Pension PlansThe following table provides information about the net periodic benefit cost for the Company’s pension plans (in thousands):
Three Months Ended March 31,
2021
2020
Service cost (1)
$
181
$
105
Interest cost (2)
61
51
Recognized actuarial (gains) (2)
(1
)
(23
)
$
241
$
133
(1) Included in "Direct salaries and related costs" and “General and administrative” costs in the accompanying Condensed Consolidated Statements of Operations. (2) Included in "Other income (expense), net" in the accompanying Condensed Consolidated Statements of Operations .
Company's Contributions to Employee Retirement Savings PlansThe Company’s contributions included in the accompanying Condensed Consolidated Statements of Operations were as follows (in thousands):
Three Months Ended March 31,
2021
2020
401(k) plan contributions
$
851
$
780

Stock-Based Compensation (Table

Stock-Based Compensation (Tables)3 Months Ended
Mar. 31, 2021
Disclosure Of Compensation Related Costs Sharebased Payments [Abstract]
Stock-Based Compensation Expense, Income Tax Benefits Related to Stock-Based Compensation and Excess Tax Benefits (Provision) Recorded by Company Both Plan and Non-PlanThe following table summarizes the stock-based compensation expense (primarily in the Americas) and income tax benefits related to the stock-based compensation, both plan and non-plan related (in thousands):
Three Months Ended March 31,
2021
2020
Stock-based compensation (expense) (1)
$
(4,751
)
$
(1,860
)
Income tax benefit (2)
1,140
446
(1) Included in "General and administrative" costs in the accompanying Condensed Consolidated Statements of Operations. (2) Included in "Income taxes" in the accompanying Condensed Consolidated Statements of Operations .

Segments and Geographic Infor_2

Segments and Geographic Information (Tables)3 Months Ended
Mar. 31, 2021
Segment Reporting [Abstract]
Company's Reportable SegmentsInformation about the Company’s reportable segments is as follows (in thousands):
Americas
EMEA
Other (1)
Consolidated
Three Months Ended March 31, 2021:
Revenues
$
363,719
$
94,167
$

$
457,886
Percentage of revenues
79.4
%
20.6
%
0.0
%
100.0
%
Depreciation, net
$
10,221
$
2,156
$
738
$
13,115
Amortization of intangibles
$
2,096
$
891
$

$
2,987
Income (loss) from operations
$
44,872
$
6,668
$
(20,010
)
$
31,530
Total other income (expense), net
(647
)
(647
)
Income taxes
(5,905
)
(5,905
)
Net income (loss)
$
24,978
Three Months Ended March 31, 2020:
Revenues
$
332,926
$
78,233
$
7
$
411,166
Percentage of revenues
81.0
%
19.0
%
0.0
%
100.0
%
Depreciation, net
$
10,033
$
1,705
$
723
$
12,461
Amortization of intangibles
$
3,286
$
833
$

$
4,119
Income (loss) from operations
$
35,779
$
3,180
$
(14,565
)
$
24,394
Total other income (expense), net
(5,250
)
(5,250
)
Income taxes
(5,226
)
(5,226
)
Net income
$
13,918
(1) Other items (including corporate and other costs, other income and expense, and income taxes) are included for purposes of reconciling to the Company’s consolidated totals as shown in the tables above for the periods shown. Inter-segment revenues are not material to the Americas and EMEA segment results.
Operations by Delivery LocationThe following table represents a disaggregation of revenue from contracts with customers by delivery location and by the reportable segment (in thousands):
Three Months Ended March 31,
2021
2020
Americas:
United States
$
170,004
$
157,666
The Philippines
67,994
64,439
Costa Rica
37,526
34,881
Canada
27,987
25,241
El Salvador
17,996
18,720
Other
42,212
31,979
Total Americas
363,719
332,926
EMEA:
Germany
29,023
24,651
Other
65,144
53,582
Total EMEA
94,167
78,233
Total Other

7
$
457,886
$
411,166

Other Income (Expense) (Tables)

Other Income (Expense) (Tables)3 Months Ended
Mar. 31, 2021
Other Income And Expenses [Abstract]
Other Income (Expense), NetOther income (expense), net consists of the following (in thousands):
Three Months Ended March 31,
2021
2020
Foreign currency transaction gains (losses)
$
(185
)
$
(1,606
)
Gains (losses) on derivative instruments not designated as hedges
35
(246
)
Net investment gains (losses) on investments held in rabbi trust
525
(2,057
)
Other miscellaneous income (expense)
(697
)
(884
)
$
(322
)
$
(4,793
)

Overview and Basis of Present_4

Overview and Basis of Presentation - Additional Information (Detail)3 Months Ended12 Months Ended
Mar. 31, 2021USD ($)SegmentSeatMar. 31, 2020USD ($)Mar. 31, 2021USD ($)Seat
Organization Consolidation And Presentation Of Financial Statements [Line Items]
Number of reportable segments | Segment2
Description of agent distribution during COVID-19As of the middle of April 2021, approximately 70% of agents assigned to the Company’s brick-and-mortar facilities have temporarily transitioned to a work-at-home model, 25% are working in centers and 5% of the Company’s agents are idle primarily due to the lack of technical infrastructure to work from home.
Number of seats transitioned to at home | Seat3,500 3,500
Impairment of operating lease right-of-use assets $ 700,000 $ 13,400,000
Impairment of property and equipment, net100,000 $ 7,200,000
Proceeds from issuance of long-term debt $ 23,000,000
Accounts Receivable, Credit Loss Expense (Reversal)236,000 586,000
Accounts Receivable, Allowance for Credit Loss, Writeoff100,000 300,000
Noncurrent Accounts Receivable, Allowance for Credit Loss, Period Increase (Decrease) $ 100,000 $ 0
Advertising costs policyExpensed as incurredExpensed as incurred
Accounting Standards Update 2019-12 [Member]
Organization Consolidation And Presentation Of Financial Statements [Line Items]
ASU adoption statustruetrue
Change in accounting principle, accounting standards update, immaterial effecttruetrue
ASU adoption dateJan. 1,
2021
Jan. 1,
2021
Taylor Media Corp [Member]
Organization Consolidation And Presentation Of Financial Statements [Line Items]
Purchase price $ 104,900,000
Payments to acquire businesses, gross $ 87,200,000
Effective date of acquisitionDec. 31,
2020
Business Combination, Consideration Transferred, Liabilities Incurred $ 17,700,000
Business Combination, Consideration Transferred, Liabilities Incurred, Outstanding Debt200,000
Business Combination, Consideration Transferred, Liabilities Incurred, Deferred Purchase Price $ 17,500,000
Business combination consideration transferred liabilities incurred payment termspayable on December 31, 2027, the seventh anniversary of the closing. In the event TMC’s previous owner remains employed by the Company or one of its subsidiaries on December 31, 2022, the second anniversary of the closing, the deferred payment will be accelerated and due at that time
Business Combination, Cash Acquired $ 2,200,000 $ 2,200,000
Business Combination, Receivables Acquired6,700,000 6,700,000
Business Combination, Noncurrent Assets Acquired4,200,000 4,200,000
Business Combination, Goodwill Recognized9,000,000 9,000,000
Business Combination, Liabilities Recognized5,100,000 5,100,000
Taylor Media Corp [Member] | Domain Names, Content Library and Customer Relationships [Member]
Organization Consolidation And Presentation Of Financial Statements [Line Items]
Business Combination, Intangible Assets Acquired87,900,000 $ 87,900,000
Taylor Media Corp [Member] | Revolving Credit Facility [Member]
Organization Consolidation And Presentation Of Financial Statements [Line Items]
Proceeds from issuance of long-term debt $ 63,000,000

Overview and Basis of Present_5

Overview and Basis of Presentation - Summary of Cash and Cash Equivalents and Restricted Cash (Detail) - USD ($) $ in ThousandsMar. 31, 2021Dec. 31, 2020Mar. 31, 2020Dec. 31, 2019
Restricted Cash and Cash Equivalents Items [Line Items]
Cash and cash equivalents $ 112,763 $ 103,077 $ 118,422 $ 127,246
Cash and Cash Equivalents and Restricted Cash114,018 104,396 120,083 129,185
Other Current Assets [Member]
Restricted Cash and Cash Equivalents Items [Line Items]
Restricted cash included in "Other current assets"288 355 438 568
Deferred Charges and Other Assets [Member]
Restricted Cash and Cash Equivalents Items [Line Items]
Restricted cash included in "Deferred charges and other assets" $ 967 $ 964 $ 1,223 $ 1,371

Overview and Basis of Present_6

Overview and Basis of Presentation - Schedule of Total Advertising Costs Included in Direct Salaries and Related Costs in Condensed Consolidated Statements of Operations (Detail) - USD ($) $ in Thousands3 Months Ended
Mar. 31, 2021Mar. 31, 2020
Direct Salaries and Related Costs [Member]
Organization Consolidation And Presentation Of Financial Statements [Line Items]
Customer-acquisition advertising costs $ 19,565 $ 10,182

Revenues - Revenues from Contra

Revenues - Revenues from Contracts with Customers Disaggregated by Service Type (Detail) - USD ($) $ in Thousands3 Months Ended
Mar. 31, 2021Mar. 31, 2020
Disaggregation of Revenue [Line Items]
Revenues $ 457,886 $ 411,166
% of Revenues100.00%100.00%
Americas [Member]
Disaggregation of Revenue [Line Items]
Revenues $ 363,719 $ 332,926
% of Revenues79.40%81.00%
Americas [Member] | Customer Experience Management Solutions and Services [Member]
Disaggregation of Revenue [Line Items]
Revenues $ 363,453 $ 332,614
% of Revenues79.40%80.90%
Americas [Member] | Other Revenues [Member]
Disaggregation of Revenue [Line Items]
Revenues $ 266 $ 312
% of Revenues0.00%0.10%
EMEA [Member]
Disaggregation of Revenue [Line Items]
Revenues $ 94,167 $ 78,233
% of Revenues20.60%19.00%
EMEA [Member] | Customer Experience Management Solutions and Services [Member]
Disaggregation of Revenue [Line Items]
Revenues $ 89,336 $ 72,633
% of Revenues19.50%17.70%
EMEA [Member] | Other Revenues [Member]
Disaggregation of Revenue [Line Items]
Revenues $ 4,831 $ 5,600
% of Revenues1.10%1.30%
Other Segment [Member]
Disaggregation of Revenue [Line Items]
Revenues $ 7
% of Revenues0.00%0.00%
Other Segment [Member] | Other Revenues [Member]
Disaggregation of Revenue [Line Items]
Revenues $ 7
% of Revenues0.00%0.00%

Revenues - Summary of Trade Acc

Revenues - Summary of Trade Accounts Receivable, Net (Detail) - USD ($) $ in ThousandsMar. 31, 2021Dec. 31, 2020
Accounts, Notes, Loans and Financing Receivable [Line Items]
Trade accounts receivable, net $ 422,990 $ 428,133
Receivables, Net [Member]
Accounts, Notes, Loans and Financing Receivable [Line Items]
Trade accounts receivable, net, current393,157 398,112
Deferred Charges and Other Assets [Member]
Accounts, Notes, Loans and Financing Receivable [Line Items]
Trade accounts receivable, net, noncurrent $ 29,833 $ 30,021

Revenues - Components of Deferr

Revenues - Components of Deferred Revenue and Customer Liabilities (Detail) - USD ($) $ in ThousandsMar. 31, 2021Dec. 31, 2020
Schedule of Deferred Revenue and Customer Liabilities [Line Items]
Deferred revenue and customer liabilities $ 25,744 $ 24,802
Deferred Revenue and Customer Liabilities [Member]
Schedule of Deferred Revenue and Customer Liabilities [Line Items]
Deferred revenue2,772 2,916
Customer arrangements with termination rights15,326 15,771
Estimated refund liabilities $ 7,646 $ 6,115

Revenues - Additional Informati

Revenues - Additional Information (Detail) - USD ($) $ in Millions3 Months Ended
Mar. 31, 2021Mar. 31, 2020
Revenue From Contract With Customer [Abstract]
Deferred revenue recognized in the period $ 2.8 $ 2.7
Revenue remaining performance obligation expected timing of satisfaction explanationThe Company expects to recognize the majority of its deferred revenue as of March 31, 2021 over the next 180 days.
Estimated refund liabilities timing of resolution explanationEstimated refund liabilities are generally resolved within 180 days, once it is determined whether the requisite service levels and client requirements were achieved to settle the contingency.

Leases - Additional Information

Leases - Additional Information (Detail) - USD ($)3 Months Ended
Mar. 31, 2021Mar. 31, 2020
Lessee Lease Description [Line Items]
Finance lease $ 0
General and Administrative [Member]
Lessee Lease Description [Line Items]
Lease costs, net $ 15,600,000 $ 16,000,000

Leases - Schedule of Additional

Leases - Schedule of Additional Supplemental Information Related to Leases (Detail)Mar. 31, 2021Dec. 31, 2020
Leases [Abstract]
Weighted average remaining lease term of operating leases4 years 1 month 6 days4 years 3 months 18 days
Weighted average discount rate of operating leases3.40%3.40%

Leases - Schedule of Maturities

Leases - Schedule of Maturities of Operating Lease Liabilities (Detail) - USD ($) $ in ThousandsMar. 31, 2021Dec. 31, 2020
Operating Lease Liabilities Payments Due [Abstract]
2021 (remainder of the year) $ 45,075
202248,783
202332,335
202422,998
202514,755
2026 and thereafter18,753
Total future lease payments182,699
Less: Imputed interest13,160
Present value of future lease payments169,539
Less: Operating lease liabilities53,043 $ 55,928
Long-term operating lease liabilities $ 116,496 $ 126,336

Fair Value - Assets and Liabili

Fair Value - Assets and Liabilities Measured at Fair Value on a Recurring Basis (Detail) - USD ($) $ in ThousandsMar. 31, 2021Dec. 31, 2020
Assets:
Derivative Assets $ 905 $ 337
Total assets18,913 17,117
Liabilities:
Derivative Liabilities1,411 2,478
Total liabilities1,411 2,478
Quoted Prices in Active Markets For Identical Assets Level 1 [Member]
Assets:
Total assets18,008 16,780
Liabilities:
Total liabilities0 0
Significant Other Observable Inputs Level 2 [Member]
Assets:
Total assets905 337
Liabilities:
Total liabilities1,411 2,478
Significant Unobservable Inputs Level 3 [Member]
Assets:
Total assets0 0
Liabilities:
Total liabilities0 0
Equity Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Other Current Assets [Member]
Assets:
Investments held in rabbi trust for the Deferred Compensation Plan13,558 11,263
Equity Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Other Current Assets [Member] | Quoted Prices in Active Markets For Identical Assets Level 1 [Member]
Assets:
Investments held in rabbi trust for the Deferred Compensation Plan13,558 11,263
Equity Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Other Current Assets [Member] | Significant Other Observable Inputs Level 2 [Member]
Assets:
Investments held in rabbi trust for the Deferred Compensation Plan0 0
Equity Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Other Current Assets [Member] | Significant Unobservable Inputs Level 3 [Member]
Assets:
Investments held in rabbi trust for the Deferred Compensation Plan0 0
Debt Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Other Current Assets [Member]
Assets:
Investments held in rabbi trust for the Deferred Compensation Plan4,450 5,517
Debt Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Other Current Assets [Member] | Quoted Prices in Active Markets For Identical Assets Level 1 [Member]
Assets:
Investments held in rabbi trust for the Deferred Compensation Plan4,450 5,517
Debt Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Other Current Assets [Member] | Significant Other Observable Inputs Level 2 [Member]
Assets:
Investments held in rabbi trust for the Deferred Compensation Plan0 0
Debt Investments Held in Rabbi Trust for the Deferred Compensation Plan [Member] | Other Current Assets [Member] | Significant Unobservable Inputs Level 3 [Member]
Assets:
Investments held in rabbi trust for the Deferred Compensation Plan0 0
Foreign Currency Contracts [Member]
Assets:
Derivative Assets905 337
Liabilities:
Derivative Liabilities1,411 2,478
Foreign Currency Contracts [Member] | Quoted Prices in Active Markets For Identical Assets Level 1 [Member]
Assets:
Derivative Assets0 0
Liabilities:
Derivative Liabilities0 0
Foreign Currency Contracts [Member] | Significant Other Observable Inputs Level 2 [Member]
Assets:
Derivative Assets905 337
Liabilities:
Derivative Liabilities1,411 2,478
Foreign Currency Contracts [Member] | Significant Unobservable Inputs Level 3 [Member]
Assets:
Derivative Assets0 0
Liabilities:
Derivative Liabilities $ 0 $ 0

Fair Value - Summary of Total I

Fair Value - Summary of Total Impairment Losses Related to Nonrecurring Fair Value Measurements of Certain Assets (Detail) - USD ($) $ in Thousands3 Months Ended12 Months Ended
Mar. 31, 2021Mar. 31, 2021
Fair Value Of Assets And Liabilities Measured On Non Recurring Basis [Line Items]
Impairment of property and equipment, net $ 100 $ 7,200
Impairment of operating lease right-of-use assets700 $ 13,400
Impairment of long-lived assets1,150
Americas [Member]
Fair Value Of Assets And Liabilities Measured On Non Recurring Basis [Line Items]
Impairment of long-lived assets357
EMEA [Member]
Fair Value Of Assets And Liabilities Measured On Non Recurring Basis [Line Items]
Impairment of long-lived assets475
Significant Other Observable Inputs Level 2 [Member] | Fair Value, Measurements, Nonrecurring [Member] | Americas [Member]
Fair Value Of Assets And Liabilities Measured On Non Recurring Basis [Line Items]
Impairment of operating lease right-of-use assets301
Significant Other Observable Inputs Level 2 [Member] | Fair Value, Measurements, Nonrecurring [Member] | EMEA [Member]
Fair Value Of Assets And Liabilities Measured On Non Recurring Basis [Line Items]
Impairment of operating lease right-of-use assets398
Significant Other Observable Inputs Level 2 [Member] | Fair Value, Measurements, Nonrecurring [Member] | Property and Equipment [Member] | Americas [Member]
Fair Value Of Assets And Liabilities Measured On Non Recurring Basis [Line Items]
Impairment of property and equipment, net56
Significant Other Observable Inputs Level 2 [Member] | Fair Value, Measurements, Nonrecurring [Member] | Property and Equipment [Member] | EMEA [Member]
Fair Value Of Assets And Liabilities Measured On Non Recurring Basis [Line Items]
Impairment of property and equipment, net77
Significant Other Observable Inputs Level 2 [Member] | Fair Value, Measurements, Nonrecurring [Member] | Property and Equipment [Member] | Other Segment [Member]
Fair Value Of Assets And Liabilities Measured On Non Recurring Basis [Line Items]
Impairment of property and equipment, net $ 318

Fair Value - Additional Informa

Fair Value - Additional Information (Detail) $ in Thousands3 Months Ended
Mar. 31, 2021USD ($)Seat
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items]
Fair value of ROU assets $ 400
Fair value of property and equipment $ 0
Number of seats transitioned to at home | Seat3,500
Impairment losses $ 1,150
Software [Member]
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items]
Fair value of property and equipment0
Impairment losses $ 300

Goodwill and Intangible Asset_2

Goodwill and Intangible Assets - Company's Purchased Intangible Assets (Detail) - USD ($) $ in Thousands3 Months Ended12 Months Ended
Mar. 31, 2021Dec. 31, 2020
Acquired Finite-Lived Intangible Assets [Line Items]
Intangible assets subject to amortization, Gross Intangibles $ 209,958 $ 209,855
Intangible assets subject to amortization, Accumulated Amortization(142,025)(139,012)
Intangible assets subject to amortization, Net Intangibles $ 67,933 $ 70,843
Intangible assets subject to amortization, Weighted Average Amortization Period (years)9 years9 years
Gross Intangibles, Total $ 373,183 $ 372,987
Net Intangibles, Total231,158 233,975
Customer Relationships [Member]
Acquired Finite-Lived Intangible Assets [Line Items]
Intangible assets subject to amortization, Gross Intangibles195,257 195,116
Intangible assets subject to amortization, Accumulated Amortization(136,132)(133,689)
Intangible assets subject to amortization, Net Intangibles $ 59,125 $ 61,427
Intangible assets subject to amortization, Weighted Average Amortization Period (years)10 years10 years
Trade Name and Trademarks [Member]
Acquired Finite-Lived Intangible Assets [Line Items]
Intangible assets subject to amortization, Gross Intangibles $ 7,949 $ 7,918
Intangible assets subject to amortization, Accumulated Amortization(3,485)(3,225)
Intangible assets subject to amortization, Net Intangibles $ 4,464 $ 4,693
Intangible assets subject to amortization, Weighted Average Amortization Period (years)8 years8 years
Non-Compete Agreements [Member]
Acquired Finite-Lived Intangible Assets [Line Items]
Intangible assets subject to amortization, Gross Intangibles $ 1,053 $ 1,100
Intangible assets subject to amortization, Accumulated Amortization(794)(712)
Intangible assets subject to amortization, Net Intangibles $ 259 $ 388
Intangible assets subject to amortization, Weighted Average Amortization Period (years)3 years3 years
Content Library [Member]
Acquired Finite-Lived Intangible Assets [Line Items]
Intangible assets subject to amortization, Gross Intangibles $ 4,829 $ 4,851
Intangible assets subject to amortization, Accumulated Amortization(744)(551)
Intangible assets subject to amortization, Net Intangibles $ 4,085 $ 4,300
Intangible assets subject to amortization, Weighted Average Amortization Period (years)5 years5 years
Proprietary Software [Member]
Acquired Finite-Lived Intangible Assets [Line Items]
Intangible assets subject to amortization, Gross Intangibles $ 870 $ 870
Intangible assets subject to amortization, Accumulated Amortization $ (870)(835)
Intangible assets subject to amortization, Net Intangibles $ 35
Intangible assets subject to amortization, Weighted Average Amortization Period (years)5 years5 years
Domain Names [Member]
Acquired Finite-Lived Intangible Assets [Line Items]
Intangible assets not subject to amortization, Gross Intangibles $ 163,225 $ 163,132
Intangible assets not subject to amortization, Net Intangibles $ 163,225 $ 163,132

Goodwill and Intangible Asset_3

Goodwill and Intangible Assets - Estimated Future Amortization Expense (Detail) $ in ThousandsMar. 31, 2021USD ($)
Finite Lived Intangible Assets Future Amortization Expense [Abstract]
2021 (remainder of the year) $ 8,749
202210,414
20238,309
20248,074
20257,961
20266,980
2027 and thereafter $ 17,446

Goodwill and Intangible Asset_4

Goodwill and Intangible Assets - Changes in Goodwill (Detail) - USD ($) $ in Thousands3 Months Ended12 Months Ended
Mar. 31, 2021Dec. 31, 2020
Goodwill [Line Items]
Beginning Balance, Goodwill Net $ 299,409 $ 311,247
Acquisition-Related176
Goodwill Acquired During the Period8,851
Impairment0 (21,792)
Effect of Foreign Currency(289)1,103
Ending Balance, Goodwill Net299,296 299,409
Americas [Member]
Goodwill [Line Items]
Beginning Balance, Goodwill Net269,472 259,953
Acquisition-Related176
Goodwill Acquired During the Period8,851
Impairment0
Effect of Foreign Currency151 668
Ending Balance, Goodwill Net269,799 269,472
EMEA [Member]
Goodwill [Line Items]
Beginning Balance, Goodwill Net29,937 51,294
Acquisition-Related0
Impairment0 (21,792)
Effect of Foreign Currency(440)435
Ending Balance, Goodwill Net $ 29,497 $ 29,937

Goodwill and Intangible Asset_5

Goodwill and Intangible Assets - Additional Information (Detail)1 Months Ended3 Months Ended12 Months Ended
Mar. 31, 2021USD ($)Reporting_UnitMar. 31, 2021USD ($)Reporting_UnitDec. 31, 2020USD ($)Dec. 31, 2019USD ($)
Goodwill [Line Items]
Number of reporting units | Reporting_Unit8
Number of reporting units including goodwill | Reporting_Unit7
Number of reporting units, fair value in excess of carrying value | Reporting_Unit3 3
Number of reporting units, goodwill not impaired | Reporting_Unit6
Goodwill Impairment Loss $ 0 $ 21,792,000
Goodwill $ 299,296,000 299,296,000 $ 299,409,000 $ 311,247,000
Clearlink [Member]
Goodwill [Line Items]
Goodwill Impairment Loss0
Goodwill83,400,000 83,400,000
Symphony [Member]
Goodwill [Line Items]
Goodwill Impairment Loss0 21,800,000
Goodwill19,300,000 19,300,000
Latin America [Member]
Goodwill [Line Items]
Goodwill Impairment Loss0
Goodwill18,200,000 18,200,000
Qelp [Member]
Goodwill [Line Items]
Goodwill Impairment Loss0
Goodwill $ 10,200,000 $ 10,200,000

Financial Derivatives - Deferre

Financial Derivatives - Deferred Gains (Losses) and Related Taxes on Cash Flow Hedges (Detail) - USD ($) $ in Thousands3 Months Ended
Mar. 31, 2021Dec. 31, 2020
Derivative Instruments And Hedging Activities Disclosure [Abstract]
Deferred gains (losses) in AOCI $ (1,212) $ (2,188)
Tax on deferred gains (losses) in AOCI12 (3)
Deferred gains (losses) in AOCI, net of taxes(1,200) $ (2,191)
Deferred gains (losses) expected to be reclassified to "Revenues" from AOCI during the next twelve months $ (1,031)

Financial Derivatives - Outstan

Financial Derivatives - Outstanding Foreign Currency Forward Contracts and Options (Detail) - USD ($) $ in Thousands3 Months Ended12 Months Ended
Mar. 31, 2021Dec. 31, 2020
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 $ 42,000 $ 12,000
Settle Through DateDec. 31,
2021
Jun. 30,
2021
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 $ 30,000 $ 36,000
Settle Through DateAug. 31,
2022
Dec. 31,
2021
Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Cash Flow Hedges [Member] | Forwards [Member] | Euros/Hungarian Forints [Member]
Derivative [Line Items]
Notional Amount $ 1,689
Settle Through DateDec. 31,
2021
Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Cash Flow Hedges [Member] | Forwards [Member] | Euros/Romanian Leis [Member]
Derivative [Line Items]
Notional Amount $ 11,000
Settle Through DateDec. 31,
2021
Derivatives Not Designated as Hedging Instruments under ASC 815 [Member] | Forwards [Member]
Derivative [Line Items]
Notional Amount $ 12,481 $ 12,439
Settle Through DateNov. 30,
2021
Nov. 30,
2021

Financial Derivatives - Additio

Financial Derivatives - Additional Information (Detail) - USD ($)3 Months Ended12 Months Ended
Mar. 31, 2021Dec. 31, 2020
Derivative Instruments And Hedging Activities Disclosure [Abstract]
Maximum amount of loss due to credit risk $ 900,000 $ 300,000
Total net settlement amount asset positions800,000 300,000
Total net settlement amount liability positions $ 1,300,000 $ 2,400,000

Financial Derivatives - Derivat

Financial Derivatives - Derivative Instruments Fair Value (Detail) - USD ($) $ in ThousandsMar. 31, 2021Dec. 31, 2020
Derivatives, Fair Value [Line Items]
Derivative Assets $ 905 $ 337
Derivative Liabilities1,411 2,478
Foreign Currency Contracts [Member]
Derivatives, Fair Value [Line Items]
Derivative Assets905 337
Derivative Liabilities1,411 2,478
Derivatives Not Designated as Hedging Instruments [Member] | Foreign Currency Contracts [Member] | Other Current Assets [Member]
Derivatives, Fair Value [Line Items]
Derivative Assets394 183
Derivatives Not Designated as Hedging Instruments [Member] | Foreign Currency Contracts [Member] | Other Accrued Expenses and Current Liabilities [Member]
Derivatives, Fair Value [Line Items]
Derivative Liabilities75 225
Cash Flow Hedges [Member] | Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Foreign Currency Contracts [Member]
Derivatives, Fair Value [Line Items]
Derivative Liabilities1,336 2,253
Cash Flow Hedges [Member] | Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Foreign Currency Contracts [Member] | Other Current Assets [Member]
Derivatives, Fair Value [Line Items]
Derivative Assets511 154
Cash Flow Hedges [Member] | Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Foreign Currency Contracts [Member] | Other Long Term Liabilities [Member]
Derivatives, Fair Value [Line Items]
Derivative Liabilities181
Cash Flow Hedges [Member] | Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Foreign Currency Contracts [Member] | Other Accrued Expenses and Current Liabilities [Member]
Derivatives, Fair Value [Line Items]
Derivative Liabilities $ 1,155 $ 2,253

Financial Derivatives - Effect

Financial Derivatives - Effect of Company's Derivative Instruments (Detail) - USD ($) $ in Thousands3 Months Ended
Mar. 31, 2021Mar. 31, 2020
Derivative Instruments, Gain (Loss) [Line Items]
Revenues $ 457,886 $ 411,166
Gains (losses) recognized from derivatives35 (246)
Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Cash Flow Hedges [Member] | Foreign Currency Contracts [Member]
Derivative Instruments, Gain (Loss) [Line Items]
Gains (losses) recognized in AOCI:208 (311)
Revenues [Member] | Derivatives Designated as Hedging Instruments under ASC 815 [Member] | Cash Flow Hedges [Member] | Foreign Currency Contracts [Member]
Derivative Instruments, Gain (Loss) [Line Items]
Gains (losses) reclassified from AOCI:(757)926
Other Income (Expense), Net [Member] | Derivatives Not Designated as Hedging Instruments [Member] | Foreign Currency Contracts [Member]
Derivative Instruments, Gain (Loss) [Line Items]
Gains (losses) recognized from derivatives $ 35 $ (246)

Investments Held in Rabbi Tru_3

Investments Held in Rabbi Trust - Investments Held in Rabbi Trust, Classified as Trading (Detail) - Mutual Funds [Member] - USD ($) $ in ThousandsMar. 31, 2021Dec. 31, 2020
Schedule of Trading Securities and Other Trading Assets [Line Items]
Mutual funds, Cost $ 11,088 $ 10,332
Other Current Assets [Member]
Schedule of Trading Securities and Other Trading Assets [Line Items]
Mutual funds, Fair Value $ 18,008 $ 16,780

Investments Held in Rabbi Tru_4

Investments Held in Rabbi Trust - Additional Information (Detail)Mar. 31, 2021
Equity-Based Securities [Member]
Schedule of Trading Securities and Other Trading Assets [Line Items]
Mutual funds held in rabbi trust75.00%
Debt-Based Securities [Member]
Schedule of Trading Securities and Other Trading Assets [Line Items]
Mutual funds held in rabbi trust25.00%

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 Thousands3 Months Ended
Mar. 31, 2021Mar. 31, 2020
Schedule of Trading Securities and Other Trading Assets [Line Items]
Net realized gains (losses) from sale of trading securities $ 425 $ 50
Dividend and interest income32 33
Net unrealized holding gains (losses)68 (2,140)
Net investment income (losses) $ 525 $ (2,057)

Accumulated Other Comprehensi_3

Accumulated Other Comprehensive Income (Loss) - Components of Accumulated Other Comprehensive Income (Loss) (Detail) - USD ($) $ in Thousands3 Months Ended12 Months Ended
Mar. 31, 2021Dec. 31, 2020
Accumulated Other Comprehensive Income (Loss) [Line Items]
Beginning Balance $ 893,654 $ 874,475
Pre-tax amount(4,249)9,708
Tax (provision) benefit15 (71)
Reclassification of (gain) loss to net income755 (3,635)
Ending Balance916,463 893,654
Foreign Currency Translation Adjustments [Member]
Accumulated Other Comprehensive Income (Loss) [Line Items]
Beginning Balance(40,450)(52,749)
Pre-tax amount(4,457)12,461
Foreign currency translation(6)(162)
Ending Balance(44,913)(40,450)
Unrealized Gain (Loss) on Net Investment Hedge [Member]
Accumulated Other Comprehensive Income (Loss) [Line Items]
Beginning Balance1,046 1,046
Ending Balance1,046 1,046
Unrealized Gain (Loss) on Cash Flow Hedging Instruments [Member]
Accumulated Other Comprehensive Income (Loss) [Line Items]
Beginning Balance(2,191)2,290
Pre-tax amount208 (839)
Tax (provision) benefit15 (253)
Reclassification of (gain) loss to net income756 (3,418)
Foreign currency translation12 29
Ending Balance(1,200)(2,191)
Unrealized Actuarial Gain (Loss) Related to Pension Liability [Member]
Accumulated Other Comprehensive Income (Loss) [Line Items]
Beginning Balance596 2,324
Pre-tax amount(1,914)
Tax (provision) benefit182
Reclassification of (gain) loss to net income(1)(129)
Foreign currency translation(6)133
Ending Balance589 596
Unrealized Gain (Loss) on Postretirement Obligation [Member]
Accumulated Other Comprehensive Income (Loss) [Line Items]
Beginning Balance88
Reclassification of (gain) loss to net income(88)
Accumulated Other Comprehensive Income (Loss) [Member]
Accumulated Other Comprehensive Income (Loss) [Line Items]
Beginning Balance(40,999)(47,001)
Ending Balance $ (44,478) $ (40,999)

Accumulated Other Comprehensi_4

Accumulated Other Comprehensive Income (Loss) - Amounts Reclassified to Net Income from Accumulated Other Comprehensive Income (Loss) (Detail) - USD ($) $ in Thousands3 Months Ended
Mar. 31, 2021Mar. 31, 2020
Reclassification Adjustment out of Accumulated Other Comprehensive Income [Line Items]
Pre-tax amount $ 30,883 $ 19,144
Tax (provision) benefit5,905 5,226
Reclassification of gain (loss) to net income24,978 13,918
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(755)946
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) benefit1 (28)
Reclassification of gain (loss) to net income(756)898
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) benefit3
Reclassification of gain (loss) to net income1 26
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(757)926
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 $ 1 23
Reclassification out of Accumulated Other Comprehensive Income [Member] | Other Income (Expense), Net [Member] | Gain (Loss) on Postretirement Obligation [Member]
Reclassification Adjustment out of Accumulated Other Comprehensive Income [Line Items]
Reclassification of gain (loss) to net income $ 22

Income Taxes - Summary of Effec

Income Taxes - Summary of Effective Tax Rates (Detail)3 Months Ended
Mar. 31, 2021Mar. 31, 2020
Income Tax Disclosure [Abstract]
Effective tax rate19.10%27.30%

Income Taxes - Additional Infor

Income Taxes - Additional Information (Detail) $ in Millions3 Months Ended
Mar. 31, 2021USD ($)
Income Tax [Line Items]
Statutory federal income tax rate21.00%
Philippines [Member]
Income Tax [Line Items]
Discrete income tax benefit $ 1.2

Earnings Per Share - Number of

Earnings Per Share - Number of Shares Used in Earnings Per Share Computation (Detail) - shares shares in Thousands3 Months Ended
Mar. 31, 2021Mar. 31, 2020
Basic:
Weighted average common shares outstanding39,641 41,132
Diluted:
Dilutive effect of stock appreciation rights, restricted stock, restricted stock units and shares held in rabbi trust315 202
Total weighted average diluted shares outstanding39,956 41,334
Anti-dilutive shares excluded from the diluted earnings per share calculation25 12

Earnings Per Share - Additional

Earnings Per Share - Additional Information (Detail) - 2011 Share Repurchase Program [Member] - shares3 Months Ended115 Months Ended
Mar. 31, 2021Mar. 31, 2021Mar. 16, 2016Aug. 18, 2011
Equity, Class of Treasury Stock [Line Items]
Maximum amount of shares authorized for repurchase10,000,000 5,000,000
Total Number of Shares Repurchased860,000 8,300,000
Increase in shares authorized for repurchase5,000,000

Earnings Per Share - Shares Rep

Earnings Per Share - Shares Repurchased (Detail) - USD ($) $ / shares in Units, shares in Thousands, $ in Thousands3 Months Ended115 Months Ended
Mar. 31, 2021Mar. 31, 2020Mar. 31, 2021
Schedule Of Shares Repurchased [Line Items]
Total Cost of Shares Repurchased $ 22,909 $ 22,909
Minimum [Member]
Schedule Of Shares Repurchased [Line Items]
Range of Prices Paid Per Share $ 23.33
Maximum [Member]
Schedule Of Shares Repurchased [Line Items]
Range of Prices Paid Per Share $ 31.91
2011 Share Repurchase Program [Member]
Schedule Of Shares Repurchased [Line Items]
Total Number of Shares Repurchased860 8,300

Commitments and Loss Continge_2

Commitments and Loss Contingencies - Additional Information (Detail)3 Months Ended
Mar. 31, 2021USD ($)
Minimum [Member]
Long-term Purchase Commitment [Line Items]
Term of agreements with third party vendors1 year
Maximum [Member]
Long-term Purchase Commitment [Line Items]
Term of agreements with third party vendors5 years
Loss Contingency, net of federal benefit $ 1,900,000

Defined Benefit Pension Plan _3

Defined Benefit Pension Plan and Postretirement Benefits - Net Periodic Benefit Cost for Pension Plans (Detail) - USD ($) $ in Thousands3 Months Ended
Mar. 31, 2021Mar. 31, 2020
Defined Benefit Plan Net Periodic Benefit Cost [Abstract]
Service cost $ 181 $ 105
Interest cost61 51
Recognized actuarial (gains)(1)(23)
Net periodic benefit cost $ 241 $ 133

Defined Benefit Pension Plan _4

Defined Benefit Pension Plan and Postretirement Benefits - Company's Contributions to Employee Retirement Savings Plans (Detail) - USD ($) $ in Thousands3 Months Ended
Mar. 31, 2021Mar. 31, 2020
Compensation And Retirement Disclosure [Abstract]
401(k) plan contributions $ 851 $ 780

Stock-Based Compensation - Stoc

Stock-Based Compensation - Stock-Based Compensation Expense, Income Tax Benefits Related to Stock-Based Compensation and Excess Tax Benefits (Provision) Recorded by Company Both Plan and Non-Plan (Detail) - USD ($) $ in Thousands3 Months Ended
Mar. 31, 2021Mar. 31, 2020
General and Administrative [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Stock-based compensation (expense) $ (4,751) $ (1,860)
Income Taxes [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Income tax benefit $ 1,140 $ 446

Stock-Based Compensation - Addi

Stock-Based Compensation - Additional Information (Detail) - Equity Incentive Plan [Member] shares in Millions3 Months Ended
Mar. 31, 2021$ / sharesshares
Performance-Based Restricted Shares/Restricted Stock Units [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Number of shares granted | shares0.3
Weighted average grant-date fair value | $ / shares $ 44.79
Employment-Based Restricted Shares/Restricted Stock Units [Member]
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Number of shares granted | shares0.1
Weighted average grant-date fair value | $ / shares $ 44.79

Segments and Geographic Infor_3

Segments and Geographic Information - Additional Information (Detail)3 Months Ended
Mar. 31, 2021SegmentRegion
Segment Reporting [Abstract]
Number of operating regions | Region2
Number of reportable segments | Segment2

Segments and Geographic Infor_4

Segments and Geographic Information - Company's Reportable Segments (Detail) - USD ($) $ in Thousands3 Months Ended
Mar. 31, 2021Mar. 31, 2020
Segment Reporting Information [Line Items]
Revenues $ 457,886 $ 411,166
Percentage of revenues100.00%100.00%
Depreciation, net $ 13,115 $ 12,461
Amortization of intangibles2,987 4,119
Income (loss) from operations31,530 24,394
Total other income (expense), net(647)(5,250)
Income taxes(5,905)(5,226)
Net income24,978 13,918
Americas [Member]
Segment Reporting Information [Line Items]
Revenues $ 363,719 $ 332,926
Percentage of revenues79.40%81.00%
Americas [Member] | Operating Segments [Member]
Segment Reporting Information [Line Items]
Revenues $ 363,719 $ 332,926
Percentage of revenues79.40%81.00%
Depreciation, net $ 10,221 $ 10,033
Amortization of intangibles2,096 3,286
Income (loss) from operations44,872 35,779
EMEA [Member]
Segment Reporting Information [Line Items]
Revenues $ 94,167 $ 78,233
Percentage of revenues20.60%19.00%
EMEA [Member] | Operating Segments [Member]
Segment Reporting Information [Line Items]
Revenues $ 94,167 $ 78,233
Percentage of revenues20.60%19.00%
Depreciation, net $ 2,156 $ 1,705
Amortization of intangibles891 833
Income (loss) from operations $ 6,668 3,180
Other Segment [Member]
Segment Reporting Information [Line Items]
Revenues $ 7
Percentage of revenues0.00%0.00%
Depreciation, net $ 738 $ 723
Income (loss) from operations(20,010)(14,565)
Total other income (expense), net(647)(5,250)
Income taxes $ (5,905) $ (5,226)

Segments and Geographic Infor_5

Segments and Geographic Information - Operation by Delivery Location (Detail) - USD ($) $ in Thousands3 Months Ended
Mar. 31, 2021Mar. 31, 2020
Segment Reporting Information [Line Items]
Revenue $ 457,886 $ 411,166
Americas [Member]
Segment Reporting Information [Line Items]
Revenue363,719 332,926
Americas [Member] | Operating Segments [Member]
Segment Reporting Information [Line Items]
Revenue363,719 332,926
Americas [Member] | Operating Segments [Member] | United States [Member]
Segment Reporting Information [Line Items]
Revenue170,004 157,666
Americas [Member] | Operating Segments [Member] | Philippines [Member]
Segment Reporting Information [Line Items]
Revenue67,994 64,439
Americas [Member] | Operating Segments [Member] | Costa Rica [Member]
Segment Reporting Information [Line Items]
Revenue37,526 34,881
Americas [Member] | Operating Segments [Member] | Canada [Member]
Segment Reporting Information [Line Items]
Revenue27,987 25,241
Americas [Member] | Operating Segments [Member] | El Salvador [Member]
Segment Reporting Information [Line Items]
Revenue17,996 18,720
Americas [Member] | Operating Segments [Member] | Other [Member]
Segment Reporting Information [Line Items]
Revenue42,212 31,979
EMEA [Member]
Segment Reporting Information [Line Items]
Revenue94,167 78,233
EMEA [Member] | Operating Segments [Member]
Segment Reporting Information [Line Items]
Revenue94,167 78,233
EMEA [Member] | Operating Segments [Member] | Other [Member]
Segment Reporting Information [Line Items]
Revenue65,144 53,582
EMEA [Member] | Operating Segments [Member] | Germany [Member]
Segment Reporting Information [Line Items]
Revenue $ 29,023 24,651
Other Segment [Member]
Segment Reporting Information [Line Items]
Revenue $ 7

Other Income (Expense) - Other

Other Income (Expense) - Other Income (Expense), Net (Detail) - USD ($) $ in Thousands3 Months Ended
Mar. 31, 2021Mar. 31, 2020
Other Nonoperating Income Expense [Abstract]
Foreign currency transaction gains (losses) $ (185) $ (1,606)
Gains (losses) on derivative instruments not designated as hedges35 (246)
Other miscellaneous income (expense)(697)(884)
Other income (expense)(322)(4,793)
Other Income (Expense), Net [Member]
Other Nonoperating Income Expense [Abstract]
Net investment gains (losses) on investments held in rabbi trust $ 525 $ (2,057)

Related Party Transactions - Ad

Related Party Transactions - Additional Information (Detail) - John H. Sykes [Member] - USD ($) $ in Millions1 Months Ended3 Months Ended
Jan. 31, 2008Mar. 31, 2021Mar. 31, 2020
Schedule of Other Related Party Transactions [Line Items]
Duration of lease20 years
Lease termination penalty $ 0.1
Early termination dateMar. 31,
2021
Payment to landlord under the lease terms $ 0.1 $ 0.1
Related party transaction, descriptionIn January 2008, the Company entered into a lease for a customer experience management center located in Kingstree, South Carolina. The landlord, Kingstree Office One, LLC, is an entity controlled by John H. Sykes, the founder, former Chairman and former Chief Executive Officer of the Company and the father of Charles Sykes, President and Chief Executive Officer of the Company. The lease payments on the 20-year lease were negotiated at or below market rates, and the lease is cancellable at the option of the Company.