Document and Entity Information - USD ($)	12 Months Ended
Document and Entity Information - USD ($)	Dec. 31, 2017	Feb. 28, 2018	Jun. 30, 2017
Document and Entity Information [Abstract]
Entity Registrant Name	TTEC HOLDINGS, INC.
Entity Central Index Key	0001013880
Document Type	10-K
Document Period End Date	Dec. 31, 2017
Amendment Flag	false
Document Fiscal Year Focus	2017
Document Fiscal Period Focus	FY
Current Fiscal Year End Date	--12-31
Entity Well-known Seasoned Issuer	No
Entity Voluntary Filers	No
Entity Current Reporting Status	Yes
Entity Filer Category	Accelerated Filer
Entity Public Float			$ 562,964,438
Entity Common Stock, Shares Outstanding		45,876,511

Consolidated Balance Sheets - USD ($) $ in Thousands	Dec. 31, 2017	Dec. 31, 2016
Current assets
Cash and cash equivalents	$ 74,437	$ 55,264
Accounts receivable, net	385,751	300,808
Prepaids and other current assets	63,668	59,905
Income tax receivable	11,099	7,035
Total assets held for sale	7,835	10,715
Total current assets	542,790	433,727
Long-term assets
Property, plant and equipment, net	163,297	151,037
Goodwill	206,694	129,648
Deferred tax assets, net	12,012	53,585
Other intangible assets, net	92,086	30,787
Other long-term assets	61,857	47,520
Total long-term assets	535,946	412,577
Total assets	1,078,736	846,304
Current liabilities
Accounts payable	46,029	38,197
Accrued employee compensation and benefits	83,997	66,133
Other accrued expenses	18,993	14,830
Income taxes payable	7,497	7,040
Deferred revenue	21,628	23,318
Other current liabilities	22,312	29,154
Total liabilities held for sale	1,322	1,357
Total current liabilities	201,778	180,029
Long-term liabilities
Line of credit	344,000	217,300
Deferred tax liabilities, net	11,285	160
Non-current Income Taxes Payable	47,871
Deferred rent	15,714	15,256
Other long-term liabilities	95,243	71,664
Total long-term liabilities	514,113	304,380
Total liabilities	715,891	484,409
Stockholders' equity
Common stock - $0.01 par value; 150,000,000 shares authorized; 45,861,959 and 46,113,693 shares outstanding as of December 31, 2017 and December 31, 2016, respectively	459	462
Additional paid-in capital	351,725	348,739
Treasury stock at cost: 36,190,294 and 35,938,560 shares as of December 31, 2017 and December 31, 2016, respectively	(615,677)	(603,262)
Accumulated other comprehensive income (loss)	(102,304)	(126,964)
Retained earnings	721,664	735,939
Noncontrolling interest	6,978	6,981
Total stockholders' equity	362,845	361,895
Total liabilities and stockholders' equity	$ 1,078,736	$ 846,304

Consolidated Balance Sheets (Parenthetical) - $ / shares	Dec. 31, 2017	Dec. 31, 2016
Stockholders' equity
Preferred stock, par value	$ 0.01	$ 0.01
Preferred stock, shares authorized	10,000,000	10,000,000
Preferred stock, shares outstanding	0	0
Common stock, par value	$ 0.01	$ 0.01
Common stock, shares authorized	150,000,000	150,000,000
Common stock, shares outstanding	45,861,959	46,113,693
Treasury stock, shares	36,190,294	35,938,560

Consolidated Statements of Comprehensive Income (Loss) - USD ($) shares in Thousands, $ in Thousands	12 Months Ended
	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
Consolidated Statements of Comprehensive Income
Revenue	$ 1,477,365	$ 1,275,258	$ 1,286,755
Operating expenses
Cost of services (exclusive of depreciation and amortization presented separately below)	1,110,068	941,592	928,247
Selling, general and administrative	182,314	175,797	194,606
Depreciation and amortization	64,507	68,675	63,808
Restructuring charges, net	14,665	4,392	1,814
Impairment losses	5,322	32,050	8,100
Total operating expenses	1,376,876	1,222,506	1,196,575
Income from operations	100,489	52,752	90,180
Other income (expense)
Interest income	2,841	1,234	1,090
Interest expense	(13,734)	(7,943)	(7,538)
Other income (expense), net	1,869	9,555	2,157
Loss on assets held-for-sale	(2,578)
Non-cash loss on assets held-for-sale	0	(5,300)	0
Total other income (expense)	(11,602)	(2,454)	(4,291)
Income before income taxes	88,887	50,298	85,889
Benefit from (provision for) income taxes	(78,075)	(12,863)	(20,004)
Net income	10,812	37,435	65,885
Net income attributable to noncontrolling interest	(3,556)	(3,757)	(4,219)
Net income (loss) attributable to TeleTech stockholders	7,256	33,678	61,666
Other comprehensive income (loss)
Foreign currency translation adjustments	8,285	(21,055)	(38,200)
Derivative valuation, gross	27,931	(7,838)	(15,768)
Derivative valuation, tax effect	(11,284)	2,330	7,228
Other, net of tax	105	721	(2,707)
Total other comprehensive income (loss)	25,037	(25,842)	(49,447)
Total comprehensive income (loss)	35,849	11,593	16,438
Less: Comprehensive income attributable to noncontrolling interest	(3,933)	(3,514)	(3,026)
Comprehensive income attributable to TeleTech stockholders	$ 31,916	$ 8,079	$ 13,412
Weighted average shares outstanding
Basic	45,826	47,423	48,370
Diluted	46,382	47,736	49,011
Net income per share attributable to TeleTech stockholders
Basic	$ 0.16	$ 0.71	$ 1.27
Diluted	$ 0.16	$ 0.71	$ 1.26

Consolidated Statement of Stockholders' Equity - USD ($) $ in Thousands	Stockholders' Equity of the Company Common Stock [Member]	Stockholders' Equity of the Company Treasury Stock [Member]	Stockholders' Equity of the Company Additional Paid-in Capital [Member]	Accumulated Other Comprehensive Income (Loss)	Stockholders' Equity of the Company Retained Earnings [Member]	Noncontrolling Interest [Member]	Total
Common stock beginning balance, share at Dec. 31, 2014	48,453,000
Beginning balance, value at Dec. 31, 2014	$ 485	$ (527,595)	$ 356,792	$ (52,274)	$ 677,859	$ 7,983	$ 463,250
Net income					61,666	3,382	65,885
Net income excluding mandatorily redeemable noncontrolling interest							65,048
Dividends to shareholders					(17,423)		(17,423)
Dividends distributed to noncontrolling interest						(3,960)	(3,960)
Adjustments to redemption value of mandatorily redeemable noncontrolling interest					(1,113)		(1,113)
Foreign currency translation adjustments				(37,844)		(356)	(38,200)
Derivatives valuation, net of tax				(8,540)			(8,540)
Vesting of restricted stock units, share	372,000
Vesting of restricted stock units, value	$ 4	5,768	(10,016)				(4,244)
Exercise of stock options, share	342,000
Exercise of stock options, value	$ 3	5,307	(9,737)				(4,427)
Excess tax benefit from equity-based awards			(823)				(823)
Equity-based compensation expense			11,035			152	11,187
Purchases of common stock, share	(686,000)
Purchases of common stock, value	$ (7)	(17,224)					(17,231)
Other, net of tax				(2,707)			(2,707)
Common stock ending balance, share at Dec. 31, 2015	48,481,000
Ending balance, value at Dec. 31, 2015	$ 485	(533,744)	347,251	(101,365)	720,989	7,201	440,817
Net income					33,678	3,757	37,435
Net income excluding mandatorily redeemable noncontrolling interest							37,435
Dividends to shareholders					(18,262)		(18,262)
Dividends distributed to noncontrolling interest						(3,825)	(3,825)
Adjustments to redemption value of mandatorily redeemable noncontrolling interest					(466)		(466)
Foreign currency translation adjustments				(20,812)		(243)	(21,055)
Derivatives valuation, net of tax				(5,508)			(5,508)
Vesting of restricted stock units, share	297,000
Vesting of restricted stock units, value	$ 3	4,681	(8,614)				(3,930)
Exercise of stock options, share	29,000
Exercise of stock options, value		458	(82)				376
Excess tax benefit from equity-based awards			557				557
Equity-based compensation expense			9,627			81	9,708
Purchases of common stock, share	(2,693,000)
Purchases of common stock, value	$ (26)	(74,657)					(74,683)
Other, net of tax				721		10	$ 731
Preferred stock ending balance, share at Dec. 31, 2016							0
Common stock ending balance, share at Dec. 31, 2016	46,114,000						46,113,693
Ending balance, value at Dec. 31, 2016	$ 462	(603,262)	348,739	(126,964)	735,939	6,981	$ 361,895
Net income					7,256	3,556	10,812
Dividends to shareholders					(21,531)		(21,531)
Dividends distributed to noncontrolling interest						(3,645)	(3,645)
Foreign currency translation adjustments				7,908		377	8,285
Derivatives valuation, net of tax				16,647			16,647
Vesting of restricted stock units, share	298,000
Vesting of restricted stock units, value	$ 3	4,913	(10,313)				$ (5,397)
Exercise of stock options, share	60,000						60,000
Exercise of stock options, value		994	1,156				$ 2,150
Equity-based compensation expense			12,143			(291)	11,852
Purchases of common stock, share	(610,000)
Purchases of common stock, value	$ (6)	(18,322)					(18,328)
Other, net of tax				105			$ 105
Preferred stock ending balance, share at Dec. 31, 2017							0
Common stock ending balance, share at Dec. 31, 2017	45,862,000						45,861,959
Ending balance, value at Dec. 31, 2017	$ 459	$ (615,677)	$ 351,725	$ (102,304)	$ 721,664	$ 6,978	$ 362,845

Consolidated Statements of Cash Flows - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
Cash flows from operating activities
Net income	$ 10,812	$ 37,435	$ 65,885
Adjustment to reconcile net income to net cash provided by operating activities:
Depreciation and amortization	64,507	68,675	63,808
Amortization of contract acquisition costs	1,678	659	900
Amortization of debt issuance costs	745	753	712
Imputed interest expense and fair value adjustments to contingent consideration	51	(4,523)	716
Provision for doubtful accounts	458	1,164	1,465
(Gain) loss on disposal of assets	3,694	(44)	(166)
Gain on sale of business	(908)	0	0
Impairment losses	5,322	32,050	8,100
Non-cash loss on assets held-for-sale	0	5,300	0
Deferred income taxes	16,777	(1,583)	9,317
Excess tax benefit from equity-based awards	(2,192)	(601)	(662)
Equity-based compensation expense	11,852	9,773	11,304
(Gain) loss on foreign currency derivatives	(681)	1,710	(1,469)
Changes in assets and liabilities, net of acquisitions:
Accounts receivable	(59,284)	(7,858)	(19,867)
Prepaids and other assets	(19,266)	(92)	(5,379)
Accounts payable and accrued expenses	18,968	(19,141)	16,189
Deferred revenue and other liabilities	60,619	(11,847)	(12,855)
Net cash provided by operating activities	113,152	111,830	137,998
Cash flows from investing activities
Proceeds from sale of long-live assets	39	114	202
Purchases of property, plant and equipment	(51,958)	(50,832)	(66,595)
Proceeds from sale of business	636	0	0
Investments in non-marketable equity investments	(1,384)	(3,179)	(9,000)
Acquisitions, net of cash acquired of zero and zero, respectively	(116,320)	(46,460)	(1,776)
Net cash used in investing activities	(168,987)	(100,357)	(77,169)
Cash flows from financing activities
Proceeds from line of credit	2,293,587	2,093,500	2,262,350
Payments on line of credit	(2,166,887)	(1,976,200)	(2,262,350)
Payments on other debt	(6,041)	(3,222)	(3,222)
Payments of contingent consideration and hold back payments to acquisitions	(1,409)	(9,467)	(11,883)
Dividends paid to shareholders	(21,531)	(18,262)	(17,423)
Payments to noncontrolling interest	(3,645)	(4,317)	(4,593)
Purchase of mandatorily redeemable noncontrolling interest	0	(4,105)	0
Proceeds from exercise of stock options	2,150	371	825
Tax payments related to issuance of restricted stock units	(5,397)	(3,933)	(4,248)
Excess tax benefit from equity-based awards	0	601	662
Payments of debt issuance costs	(918)	(1,888)	(35)
Purchase of treasury stock	(18,328)	(74,683)	(17,231)
Net cash provided by financing activities	71,581	(1,605)	(57,148)
Effect of exchange rate changes on cash and cash equivalents	3,427	(14,908)	(20,693)
Increase (decrease) in cash and cash equivalents	19,173	(5,040)	(17,012)
Cash and cash equivalents, beginning of period	55,264	60,304	77,316
Cash and cash equivalents, end of period	74,437	55,264	60,304
Supplemental disclosures
Cash paid for interest	11,727	6,976	6,052
Cash paid for income taxes	18,813	19,741	15,178
Non-cash investing and financing activities
Acquisition of long lived assets through capital leases	9,836	584	10,492
Acquisition of equipment through increase in accounts payable, net	97	(681)	386
Contract acquisition costs credited to accounts receivable	$ 0	$ 206	$ 1,055

OVERVIEW AND BASIS OF PRESENTATION

12 Months Ended

Dec. 31, 2017

OVERVIEW AND BASIS OF PRESENTATION [Abstract]

OVERVIEW AND BASIS OF PRESENTATION

(1)OVERVIEW AND SUMMARY OF SIGNIFICANT ACCOUNTING POLICIES

Overview

TTEC Holdings, Inc. (“TTEC”, “the Company”) (formerly known as TeleTech Holdings, Inc. until the name was changed in January 2018) is a global customer experience company that designs, builds and operates omnichannel customer experiences on behalf of the world's most innovative brands. The Company helps large global companies increase revenue and reduce costs by delivering personalized customer experiences across every interactional channel and phase of the customer lifecycle as an end-to-end provider of customer engagement services, technologies, insights and innovations. TTEC’s 56,000 employees serve clients in the automotive, communication, financial services, government, healthcare, logistics, media and entertainment, retail, technology, transportation and travel industries via operations in the U.S., Australia, Belgium, Brazil, Bulgaria, Canada, China, Costa Rica, Germany, Hong Kong, India, Ireland, Lebanon, Macedonia, Mexico, New Zealand, the Philippines, Poland, Singapore, South Africa, Thailand, Turkey, the United Arab Emirates, and the United Kingdom.

Basis of Presentation

The Consolidated Financial Statements are comprised of the accounts of TTEC, its wholly owned subsidiaries, its 55% equity owned subsidiary Percepta, LLC, its 100% interest in iKnowtion, LLC effective January 2016, and its 100% interest in Motif, Inc. (see Note 2 and 16). All intercompany balances and transactions have been eliminated in consolidation.

During the three months ended March 31, 2016, the Company recorded an additional tax expense of $1.1 million that should have been recorded in prior periods related to operations by an entity outside its country of incorporation. The total amount of $1.1 million should have been recorded as additional expense in the amount of $180 thousand in 2011, $123 thousand in 2012, $137 thousand in 2013, $358 thousand in 2014 and $301 thousand in 2015.

During the three months ended June 30, 2015, the Company recorded an additional expense of $1.75 million as an additional estimated tax liability that should have been recorded in prior periods related to ongoing discussions with relevant government authorities related to site compliance with tax advantaged status. The total amount of $1.75 million should have been recorded as additional tax expense in the amount of $466 thousand in 2012, $406 thousand in 2013, $645 thousand in 2014 and $234 thousand in the first quarter of 2015.

During the three months ended June 30, 2015, the Company recorded an additional $3.2 million loss related to foreign currency translation within Other comprehensive income (loss) that should have been recorded in 2014 and the three months ended March 31, 2015 to correct for an error in translating the financial results of Sofica Group AD, which the Company acquired on February 28, 2014. Of the $3.2 million recorded, approximately $1.7 million and $1.5 million should have been recorded in the year ended December 31, 2014, and the three months ended March 31, 2015, respectively. The Company also recorded an additional $2.7 million loss to Other, net of tax within Other comprehensive income (loss) in the three months ended March 31, 2015 related to the annual actuarial analysis for the Company’s Philippines pension liability that should have been recorded in the fourth quarter of 2014.

During the three months ended December 31, 2015, the Company recorded an additional $2.9 million impairment to correct for an error in the goodwill impairment annual assessment and quarterly assessment for the WebMetro reporting unit. The Company should have recorded a $2.3 million impairment in the three months ended December 31, 2014 and an additional $0.6 million impairment in the three months ended September 30, 2015.

The Company has evaluated the aggregate impact of these adjustments and concluded that these adjustments were not material to the previously issued or current period Consolidated Financial Statements.

Use of Estimates

The preparation of the Consolidated Financial Statements in conformity with accounting principles generally accepted in the U.S. (“GAAP”) requires management to make estimates and assumptions in determining the reported amounts of assets and liabilities, disclosure of contingent liabilities at the date of the Consolidated Financial Statements and the reported amounts of revenue and expenses during the reporting period. On an on-going basis, the Company evaluates its estimates including those related to derivatives and hedging activities, income taxes including the valuation allowance for deferred tax assets, self-insurance reserves, litigation reserves, restructuring reserves, allowance for doubtful accounts, contingent consideration, and valuation of goodwill, long-lived and intangible assets. The Company bases its estimates on historical experience and on various other assumptions that are believed to be reasonable, the results of which form the basis for making judgments about the carrying values of assets and liabilities. Actual results may differ materially from these estimates under different assumptions or conditions.

Concentration of Credit Risk

The Company is exposed to credit risk in the normal course of business, primarily related to accounts receivable and derivative instruments. Historically, the losses related to credit risk have been immaterial. The Company regularly monitors its credit risk to mitigate the possibility of current and future exposures resulting in a loss. The Company evaluates the creditworthiness of its clients prior to entering into an agreement to provide services and as necessary through the life of the client relationship. The Company does not believe it is exposed to more than a nominal amount of credit risk in its derivative hedging activities, as the Company diversifies its activities across six well-capitalized, investment-grade financial institutions.

Fair Value of Financial Instruments

Fair values of cash equivalents, accounts receivable and payable and debt approximate the carrying amounts because of their short-term nature.

Cash and Cash Equivalents

The Company considers all cash and highly liquid short-term investments with an original maturity of 90 days or less to be cash equivalents. The Company manages a centralized global treasury function in the United States with a focus on concentrating and safeguarding its global cash and cash equivalents. While the majority of the Company’s cash is held outside the U.S., the Company prefers to hold U.S. Dollars in addition to the local currencies of the foreign subsidiaries. The Company believes that it has effectively mitigated and managed its risk relating to its global cash through its cash management practices, banking partners, and utilization of diversified, high quality investments. However, the Company can provide no assurances that it will not sustain losses.

Accounts Receivable

An allowance for doubtful accounts is determined based on the aging of the Company’s accounts receivable, historical experience, client financial condition, and management judgment. The Company writes off accounts receivable against the allowance when the Company determines a balance is uncollectible.

Derivatives

The Company enters into foreign exchange forward and option contracts to reduce its exposure to foreign currency exchange rate fluctuations that are associated with forecasted revenue earned in foreign locations. The Company also enters into interest rate derivatives which consist of interest rate swaps to reduce the Company’s exposure to interest rate fluctuations associated with its variable rate debt. Upon proper qualification, these contracts are designated as cash flow hedges. The Company formally documents at the inception of the hedge all relationships between hedging instruments and hedged items as well as its risk management objective and strategy for undertaking various hedging activities.

All derivative financial instruments are reported at fair value and recorded in Prepaids and other current assets, Other assets, Other current liabilities, and Other liabilities in the accompanying Consolidated Balance Sheets as applicable for each period end. Changes in fair value of derivative instruments designated as cash flow hedges are recorded in Accumulated other comprehensive income (loss), a component of Stockholders’ Equity, to the extent they are deemed effective. Ineffectiveness is measured based on the change in fair value of the forward contracts and the fair value of the hypothetical derivatives with terms that match the critical terms of the risk being hedged. Based on the criteria established by current accounting standards, the Company’s cash flow hedge contracts are deemed to be highly effective. Any realized gains or losses resulting from the foreign currency cash flow hedges are recognized together with the hedged transaction within Revenue. Any realized gains or losses from the interest rate swaps are recognized in Interest expense. Gains and losses from the settlements of the Company’s net investment hedges remain in Accumulated other comprehensive income (loss) until partial or complete liquidation of the applicable net investment.

The Company also enters into fair value derivative contracts that hedge against foreign currency exchange gains and losses primarily associated with short-term payables and receivables. Changes in the fair value of derivative instruments designated as fair value hedges affect the carrying value of the asset or liability hedged, with changes in both the derivative instrument and the hedged asset or liability being recognized in Other income (expense), net in the accompanying Consolidated Statements of Comprehensive Income (Loss).

Property, Plant and Equipment

Property, plant and equipment are stated at historical cost less accumulated depreciation and amortization. Maintenance, repairs and minor renewals are expensed as incurred.

Depreciation and amortization are computed on the straight-line method based on the following estimated useful lives:


Building		30 years
Computer equipment and software		3 to 7 years
Telephone equipment		4 to 7 years
Furniture and fixtures		5 years
Leasehold improvements		Lesser of economic useful life (typically 10 years) or original lease term
Other		3 to 7 years

The Company evaluates the carrying value of property, plant and equipment for impairment whenever events or changes in circumstances indicate that the carrying amounts may not be recoverable. An asset is considered to be impaired when the forecasted undiscounted cash flows of an asset group are estimated to be less than its carrying value. The amount of impairment recognized is the difference between the carrying value of the asset group and its fair value. Fair value estimates are based on assumptions concerning the amount and timing of forecasted future cash flows.

Software Development Costs

The Company capitalizes costs incurred to acquire or develop software for internal use. Capitalized software development costs are amortized using the straight-line method over the estimated useful life equal to the lesser of the license term or 4 or 7 years depending on the software type. The amortization expense is recorded in Depreciation and amortization in the accompanying Consolidated Statements of Comprehensive Income (Loss).

Goodwill

The Company evaluates goodwill for possible impairment at least annually on December 1, and whenever events or changes in circumstances indicate that the carrying amount of such assets may not be recoverable. The Company uses a two step process to assess the realizability of goodwill. The first step, Step 0, is a qualitative assessment that analyzes current economic indicators associated with a particular reporting unit. For example, the Company analyzes changes in economic, market and industry conditions, business strategy, cost factors, and financial performance, among others, to determine if there would be a significant decline to the fair value of a particular reporting unit. A qualitative assessment also includes analyzing the excess fair value of a reporting unit over its carrying value from impairment assessments performed in previous years. If the qualitative assessment indicates a stable or improved fair value, no further testing is required.

If a qualitative assessment indicates that a significant decline to fair value of a reporting unit is more likely than not, or if a reporting unit’s fair value has historically been closer to its carrying value, the Company will proceed to Step 1 testing where the Company calculates the fair value of a reporting unit. If Step 1 indicates that the carrying value of a reporting unit is in excess of its fair value, the Company will record an impairment equal to the amount by which a reporting unit’s carrying value exceeds its fair value.

Other Intangible Assets

The Company has other intangible assets that include customer relationships (definite-lived) and trade names (indefinite-lived and definite-lived) and non-compete agreements (definite-lived). Definite-lived intangible assets are amortized on a straight-line basis over their estimated useful lives, which range from three to 12 years. The Company evaluates the carrying value of its definite-lived intangible assets whenever events or changes in circumstances indicate that the carrying amount may not be recoverable. A definite-lived intangible asset is considered to be impaired when the forecasted undiscounted cash flows of its asset group are estimated to be less than its carrying value.

The Company evaluates indefinite-lived intangible assets for possible impairment at least annually or whenever events or changes in circumstances indicate that the carrying amount of such assets may not be recoverable. Similar to goodwill, the Company may first use a qualitative analysis to assess the realizability of its indefinite-lived intangible assets. The qualitative analysis will include a review of changes in economic, market and industry conditions, business strategy, cost factors, and financial performance, among others, to determine if there would be a significant decline to the fair value of an indefinite-lived intangible asset. If a quantitative analysis is completed, an indefinite-lived intangible asset (i.e. trade name) is evaluated for possible impairment by comparing the fair value of the asset with its carrying value. Fair value is estimated as the discounted value of future revenues arising from a trade name using a royalty rate that a market participant would pay for use of that trade name. An impairment charge is recorded if the trade name’s carrying value exceeds its estimated fair value.

Self Insurance Liabilities

The Company self-insures for certain levels of workers’ compensation, employee health, property, errors and omissions, cyber risks, and general liability insurance. The Company records estimated liabilities for these insurance lines based upon analyses of historical claims experience. The most significant assumption the Company makes in estimating these liabilities is that future claims experience will emerge in a similar pattern with historical claims experience. The liabilities related to workers’ compensation and employee health insurance are included in Accrued employee compensation and benefits in the accompanying Consolidated Balance Sheets. The liability for other general liability insurance is included in Other accrued expenses in the accompanying Consolidated Balance Sheets.

Restructuring Liabilities

The Company routinely assesses the profitability and utilization of its customer engagement centers and existing markets. In some cases, the Company has chosen to close under-performing customer engagement centers and complete reductions in workforce to enhance future profitability. Severance payments that occur from reductions in workforce are in accordance with the Company’s postemployment plans and/or statutory requirements that are communicated to all employees upon hire date; therefore, severance liabilities are recognized when they are determined to be probable and reasonably estimable. Other liabilities for costs associated with an exit or disposal activity are recognized when the liability is incurred, rather than upon commitment to a plan.

Income Taxes

Accounting for income taxes requires recognition of deferred tax assets and liabilities for the expected future income tax consequences of transactions that have been included in the Consolidated Financial Statements or tax returns. Under this method, deferred tax assets and liabilities are determined based on the difference between the financial statement and tax basis of assets and liabilities using enacted tax rates in effect for the year in which the differences are expected to reverse. Gross deferred tax assets may then be reduced by a valuation allowance for amounts that do not satisfy the realization criteria established by current accounting standards.

The Company accounts for uncertain tax positions using a two-step approach to recognizing and measuring uncertain tax positions. The first step is to determine if the weight of available evidence indicates that it is more likely than not that the tax position will be sustained on audit. The second step is to estimate and measure the tax benefit as the amount that has a greater than 50% likelihood of being realized upon ultimate settlement with the tax authority. The Company evaluates these uncertain tax positions on a quarterly basis. This evaluation is based on the consideration of several factors including changes in facts or circumstances, changes in applicable tax law, and settlement of issues under audit. The Company recognizes interest and penalties related to uncertain tax positions as a part of the Provision for income taxes in the accompanying Consolidated Statements of Comprehensive Income (Loss).

The Company provided for U.S. income tax expense on the earnings of foreign subsidiaries under the 2017 Tax Act. This lead to a reassessment of the determination as to whether the US subsidiaries’ foreign earnings are considered permanently reinvested outside the U.S.

No amount was booked related to withholding taxes on the changes in indefinite reinvestment assertion on the potential repatriation of foreign earnings as it is the Company’s determination that there would be no material additional amount of tax if the related foreign cash was repatriated to the United States. The Company has not completed its analysis in regard to the full tax impact related to a change in indefinite reinvestment reassertion as the computation is complex and impacted by the provisional calculations outlined above. No additional income taxes have been provided for any remaining outside basis difference inherent in our foreign subsidiaries as these amounts continue to be indefinitely reinvested in foreign operations. Determination of any unrecognized deferred tax liability related to the outside basis difference in investments in foreign subsidiaries is not practicable due to the inherent complexity of the multi-national tax environment in which we operate.

Tax Reform

The United States recently enacted comprehensive tax reform legislation known as the Tax Cuts and Jobs Act (the "2017 Tax Act") that, among other things, reduces the U.S. federal corporate income tax rate from 35% to 21% and implements a territorial tax system, but imposes an alternative “base erosion and anti-abuse tax” (“BEAT”), and an incremental tax on global intangible low taxed foreign income (“GILTI”) effective January 1, 2018. In addition, the law imposes a one-time mandatory repatriation tax on accumulated foreign earnings on domestic corporations effective for the 2017 tax year. In response, the SEC staff issued Staff Accounting Bulletin No. 118 (“SAB 118”) to address the application of U.S. GAAP in situations when a registrant does not have the necessary information available, prepared, or analyzed (including computations) in reasonable detail to complete the accounting for certain income tax effects of the 2017 Tax Act and allows the registrant to record provisional amounts during a measurement period not to extend beyond one year of the enactment date. We have recognized the provisional impacts related to the one-time transition tax and revaluation of deferred tax balances and included these estimates in our consolidated financial statements for the year ended December 31, 2017. The ultimate impact may materially differ from these provisional amounts, due to, among other things, additional analysis, changes in interpretations and assumptions we have made, additional regulatory guidance that may be issued, and actions we may take as a result of the Tax Act.

Equity-Based Compensation Expense

Equity-based compensation expense for all share-based payment awards granted is determined based on the grant-date fair value net of an estimated forfeiture rate on a straight-line basis over the requisite service period of the award, which is typically the vesting term of the share-based payment award. The Company estimates the forfeiture rate annually based on its historical experience of forfeited awards.

Foreign Currency Translation

The assets and liabilities of the Company’s foreign subsidiaries, whose functional currency is not the U.S. Dollar, are translated at the exchange rates in effect on the last day of the period and income and expenses are translated using the monthly average exchange rates in effect for the period in which the items occur. Foreign currency translation gains and losses are recorded in Accumulated other comprehensive income (loss) within Stockholders’ Equity. Foreign currency transaction gains and losses are included in Other income (expense), net in the accompanying Consolidated Statements of Comprehensive Income (Loss).

Revenue Recognition

The Company recognizes revenue when evidence of an arrangement exists, the delivery of service has occurred, the fee is fixed or determinable and collection is reasonably assured. The BPO inbound and outbound service fees are based on either a per minute, per hour, per FTE, per transaction or per call basis. Certain client programs provide for adjustments to monthly billings based upon whether the Company achieves, exceeds or fails certain performance criteria. Adjustments to monthly billings consist of contractual bonuses/penalties, holdbacks and other performance based contingencies. Revenue recognition is limited to the amount that is not contingent upon delivery of future services or meeting other specified performance conditions.

Revenue also consists of services for agent training, program launch, professional consulting, fully-hosted or managed technology and learning innovation services. These service offerings may contain multiple element arrangements whereby the Company determines if those service offerings represent separate units of accounting. A deliverable constitutes a separate unit of accounting when it has standalone value and delivery or performance of the undelivered item is considered probable and substantially within our control. If those deliverables are determined to be separate units of accounting, revenue is recognized as services are provided. If those deliverables are not determined to be separate units of accounting, revenue for the delivered services are bundled into one unit of accounting and recognized over the life of the arrangement or at the time all services and deliverables have been delivered and satisfied. The Company allocates revenue to each of the deliverables based on a selling price hierarchy of vendor specific objective evidence (“VSOE”), third-party evidence, and then estimated selling price. VSOE is based on the price charged when the deliverable is sold separately. Third-party evidence is based on largely interchangeable competitor services in standalone sales to similarly situated customers. Estimated selling price is based on the Company’s best estimate of what the selling prices of deliverables would be if they were sold regularly on a standalone basis. Estimated selling price is established considering multiple factors including, but not limited to, pricing practices in different geographies, service offerings, and customer classifications. Once the Company allocates revenue to each deliverable, the Company recognizes revenue when all revenue recognition criteria are met.

Deferred Revenue and Costs

The Company records amounts billed and received, but not earned, as deferred revenue. These amounts are recorded in Deferred revenue or as a component of Other long-term liabilities in the accompanying Consolidated Balance Sheets based on the period over which the Company expects to render services.

We defer revenue for initial training that occurs upon commencement of a new contract if that training is billed separately because the training is not considered to provide standalone value from other services. Accordingly, the corresponding training costs, consisting primarily of labor and related expenses, are also deferred. In these circumstances, both the training revenue and costs are amortized straight-line over the life of the contract as a component of Revenue and Cost of services, respectively. In situations where these initial training costs are not billed separately, but rather included in the hourly service rates paid by the client over the life of the contract, no deferral is necessary as the revenue is being recognized over the life of the contract and the associated training costs are expensed as incurred.

Rent Expense

The Company has negotiated certain rent holidays, landlord/tenant incentives and escalations in the base price of rent payments over the initial term of its operating leases. The initial term could include the “build-out” period of leases, where no rent payments are typically due. The Company recognizes rent holidays and rent escalations on a straight-line basis to rent expense over the lease term. The landlord/tenant incentives are recorded as an increase to deferred rent liabilities and amortized on a straight line basis to rent expense over the initial lease term.

Asset Retirement Obligations

Asset retirement obligations relate to legal obligations associated with the retirement of long-lived assets resulting from the acquisition, construction, development and/or normal use of the underlying assets.

The Company records all asset retirement obligations at estimated fair value. The Company’s asset retirement obligations primarily relate to clauses in its customer engagement center operating leases which require the Company to return the leased premises to its original condition. The associated asset retirement obligations are capitalized as part of the carrying amount of the underlying asset and depreciated over the estimated useful life of the asset. The liability, reported within Other long-term liabilities, is accreted through charges to operating expenses. If the asset retirement obligation is settled for an amount other than the carrying amount of the liability, the Company recognizes a gain or loss on settlement.

Recently Issued Accounting Pronouncements

In May 2014, the FASB issued Accounting Standards Update (“ASU”) 2014-09, “Revenue from Contracts with Customers”. ASU 2014-09 provides new guidance related to how an entity should recognize revenue to depict the transfer of promised goods or services to customers in an amount that reflects the consideration to which the entity expects to be entitled in exchange for those goods or services. In addition, ASU 2014-09 specifies new accounting for costs associated with obtaining or fulfilling contracts with customers and expands the required disclosures related to revenue and cash flows from contracts with customers. While ASU-2014-09 was originally effective for fiscal years and interim periods within those years beginning after December 15, 2016, in August 2015, the FASB issued ASU 2015-14, “Deferral of Effective Date”, deferring the effective date by one year, to be effective for fiscal years, and interim periods within those years, beginning after December 15, 2017. Earlier adoption was permitted only as of annual reporting periods beginning after December 15, 2016, including interim reporting periods within that reporting period. ASU 2014-09 can be adopted either retrospectively to each prior reporting period presented or as a cumulative-effect adjustment as of the date of adoption, with early application not permitted. In June 2017, FASB issued ASU 2017-10, “Service Concession Arrangements”, which will be adopted along with the ASU 2014-09 guidance. The Company assigned a project manager and team, selected an external consulting company to assist through the project, completed the project assessment phase, and has finalized its implementation approach. The Company has evaluated the adoption impact of the updated accounting guidance on our consolidated financial statements and continues to evaluate the impact on disclosures and internal controls. The new guidance will impact: (i) revenue associated with certain taxes, which will be recognized on a net basis versus the current gross treatment; (ii) the timing of revenue recognition associated with upfront fees on certain contracts; and (iii) the timing of recognition related to certain elements of variable consideration. The Company adopted this updated accounting guidance beginning January 1, 2018 using the modified retrospective method under which it will recognize a cumulative-effect adjustment in the range of $9 million to $12 million.

In February 2016, the FASB issued ASU 2016-02, “Leases”, which amends the existing accounting standards for lease accounting, including requiring lessees, to recognize most leases on their balance sheets related to the rights and obligations created by those leases and making targeted changes to lessor accounting. The ASU also requires new disclosures regarding the amounts, timing, and uncertainty of cash flows arising from leases. The ASU is effective for interim and annual periods beginning on or after December 15, 2018 and early adoption is permitted. The new leases standard requires a modified retrospective transition approach for all leases existing at, or entered into after, the date of initial application, with an option to use certain transition relief. The Company is currently assessing the impact on the consolidated financial statements and related disclosures, evaluating software solutions and other tracking methods, and finalizing the implementation approach.

In March 2016, the FASB issued ASU 2016-09, “Compensation – Stock Compensation: Improvements to Employee Share-Based Payment Accounting”, which amends the existing accounting standards related to stock-based compensation. The ASU simplifies several aspects of accounting for share-based payment transactions, including the accounting for income taxes, forfeitures, statutory tax withholding requirements, as well as classification in the statement of cash flows. The ASU is effective for interim and annual periods beginning on or after December 15, 2016. Beginning with the first quarter of 2017, the Company has adopted the new guidance as applicable and this adoption did not have a material impact on its financial position, results of operation or related disclosures.

In August 2016, the FASB issued ASU No. 2016-15, “Statement of Cash Flows”. ASU 2016-15 is intended to reduce diversity in practice regarding how certain cash transactions are presented and classified in the Consolidated Statement of Cash Flows by providing guidance on eight specific cash flow issues. The ASU is effective for interim and annual periods beginning on or after December 15, 2017 and early adoption is permitted. The Company is currently assessing the impact on the consolidated statements and related disclosures.

In January 2017, the FASB issued ASU No. 2017-04, “Intangibles – Goodwill and Other: Simplifying the Accounting for Goodwill Impairment”. ASU 2017-04 removes the need to complete Step 2 of any goodwill impairment test that has failed Step 1. The goodwill impairment will now be calculated as the amount by which a reporting unit’s carrying value exceeds its fair value. The ASU is effective for interim and annual periods beginning on or after December 15, 2019 and early adoption is permitted. The Company early adopted this standard as of January 1, 2017.

In August 2017, the FASB issued ASU 2017-12, “Derivatives and Hedging (Topic 815): Targeted Improvements to Accounting for Hedging Activities”. ASU 2017-12 amends and simplifies existing guidance for derivatives and hedges including aligning accounting with companies’ risk management strategies and increasing disclosure transparency regarding both the scope and results of hedging programs. The changes include designation and measurement guidance for qualifying hedging relationships and the presentation of hedge results. The ASU is effective for interim and annual periods beginning after December 15, 2018 and early adoption is permitted. The Company is currently assessing the impact on the consolidated statements and related disclosures.

In February 2018, the FASB issued ASU 2018-02, “Income Statement - Reporting Comprehensive Income (Topic 220), Reclassification of Certain Tax Effects from Accumulated Other Comprehensive Income”. ASU 2018-02 allows companies the option to reclassify stranded tax effects from Accumulated other comprehensive income (loss) (AOCI) to retained earnings resulting from the newly enacted corporate tax rate in the Tax Cuts and Jobs Act. If adopted, the ASU is effective in years beginning after December 15, 2018, and early adoption is permitted. The Company is currently assessing the impact on the consolidated statements and related disclosures.

ACQUISITIONS AND DIVESTITURES

12 Months Ended

Dec. 31, 2017

ACQUISITIONS [ABSTRACT]

ACQUISITIONS

(2)ACQUISITIONS AND DIVESTITURES

Motif

On November 8, 2017, the Company agreed to acquire all of the outstanding shares in Motif, Inc., a California corporation (“Motif”). Motif is a digital trust and safety services company serving eCommerce marketplaces, online retailers, travel agencies and financial services companies. Motif provides omni-channel community moderation services via voice, email and chat from delivery centers in India and the Philippines via approximately 2,700 employees. Motif will be integrated into the Customer Management Services (“CMS”) segment.

The acquisition will be implemented through two separate transactions. In November 2017, the Company completed the acquisition of 70% of all outstanding shares in Motif from private equity and certain individual investors for $46.8 million, subject to customary representations and warranties, and working capital adjustments. The Company also agreed to purchase the remaining 30% interest in Motif from Motif’s founders (“founders’ shares”) no later than May 2020 (“30% buyout period”). The Company agreed to pay for the founders’ shares at a purchase price based on Motif’s fiscal year 2020’s adjusted normalized EBITDA, $5.0 million in cash, and 30% of the excess cash present in the business at the time of the buyout; or if the buyout occurs prior to May 2020, the trailing twelve months EBITDA, calculated from the most recently completed full monthly period ending prior to the date of the buyout triggering event, $5.0 million in cash, and 30% of the excess cash in the business at that point. In connection with this mandatory buyout, the Company has recorded a $27.8 million liability as of December 31, 2017 which is included in Other long-term liabilities in the Consolidated Balance Sheet. As a part of the transition, the Motif founders agreed to continue to stay as executives in the acquired business, at least through the 30% buyout period, as part of the Company’s CMS segment, and not to compete with the Company with respect to the acquired business.

The following summarizes the preliminary estimated fair values of the identifiable assets acquired and liabilities assumed as of the acquisition date. (in thousands):


	Preliminary
	Estimate of
	Acquisition Date
	Fair Value
Cash	$	5,997
Accounts receivable, net		5,187
Prepaid expenses		1,248
Other current assets		670
Property, plant and equipment		2,182
Income tax receivable		1,691
Customer relationships		37,200
Goodwill		39,272
	$	93,447

Accounts payable	$	2,914
Accrued employee compensation and benefits		5,249
Accrued expenses		104
Deferred tax liability		11,402
Other		340
	$	20,009

Total purchase price	$	73,438

The estimates of fair value of identifiable assets acquired and liabilities assumed are preliminary, pending finalization of a valuation, thus are subject to revisions that may result in adjustments to the values presented above.

The Motif customer relationships have been estimated based on the initial valuation and are amortized over an estimated useful life of 11 years. The goodwill recognized from the Motif acquisition is estimated to be attributable, but not limited to, the acquired workforce and expected synergies with CMS. None of the tax basis of the acquired intangibles and goodwill will be deductible for income tax purposes. The acquired goodwill and intangibles, and operating results of Motif are reported within the CMS segment from the date of acquisition.

Connextions

On April 3, 2017, the Company acquired all of the outstanding shares of Connextions, Inc., a health care customer service provider company, from OptumHealth Holdings, LLC. Connextions is being integrated into the health care vertical of the CMS segment of the Company. Connextions employed approximately 2,000 at several centers in the U.S.

The total cash paid at acquisition was $80 million. The purchase price is subject to customary representations and warranties, indemnities, and net working capital adjustment. In connection with the acquisition, the Company and OptumHealth (directly and through affiliates) also entered into long-term technology and customer services agreements, and into transition services agreements to facilitate the transfer of the business. The Company was required to pay an additional $1.8 million for the working capital adjustment, which was paid during the third quarter of 2017. Additionally, fair value adjustments related to the transition services agreements reduced the purchase price by $4.1 million resulting in a net purchase price of $77.7 million.

The following summarizes the fair values of the identifiable assets acquired and liabilities assumed as of the acquisition date (in thousands):


	Acquisition Date
	Fair Value
Cash	$	—
Accounts receivable, net		15,959
Prepaid expenses		241
Other current assets		51
Property, plant and equipment		7,594
Customer relationships		35,000
Goodwill		35,272
	$	94,117

Accounts payable	$	1
Accrued employee compensation and benefits		346
Accrued expenses		386
Deferred tax liabilities		15,273
Deferred revenue		399
	$	16,405

Total purchase price	$	77,712

In the fourth quarter of 2017, the Company finalized its valuation of Connextions for the acquisition date assets acquired and liabilities assumed and determined that no material adjustments to any of the balances were required.

The Connextions customer relationships will be amortized over a useful life of 12 years. The goodwill recognized from the Connextions acquisition is attributable, but not limited to, the acquired work force and expected synergies with CMS. None of the tax basis of the acquired intangibles and goodwill will be deductible for income tax purposes. The acquired goodwill and the operating results of Connextions are reported within the CMS segment from the date of acquisition.

Atelka

On November 9, 2016, the Company acquired all of the outstanding shares of Atelka Enterprise Inc. (“Atelka”), a Canadian customer contact center management and business process outsourcing services company that serves Canadian telecommunications, logistics, and entertainment clients. This acquisition was an addition to the CMS segment. Atelka employs approximately 2,800 in Quebec, Ontario, New Brunswick and Prince Edward Island.

The total purchase price was $48.4 million ($65.0 million CAD), including certain working capital adjustments, and consisted of $47.5 million in cash at closing and a $1.4 million hold-back for contingencies as defined in the sale and purchase agreement, which will be released to the seller in 12 and 24 months, post acquisition, if not used. During the fourth quarter of 2017, $0.6 million ($0.8 million CAD) of the hold-back was released to the seller.

The following summarizes the fair values of the identifiable assets acquired and liabilities assumed as of the acquisition date. (in thousands):


	Acquisition Date
	Fair Value
Cash	$	2,655
Accounts receivable, net		18,449
Other assets		615
Property, plant and equipment		3,161
Deferred tax assets, net		638
Customer relationships		10,500
Goodwill		20,275
		56,293

Accounts payable		1,199
Accrued employee compensation and benefits		2,418
Accrued expenses		2,597
Other		1,678
		7,892

Total purchase price	$	48,401

In the third quarter of 2017, the Company finalized its valuation of Atelka for the acquisition date assets and liabilities assumed and determined that no material adjustments to any of the balances were required.

The Atelka customer relationships will be amortized over a useful life of 12 years. The goodwill recognized from the Atelka acquisition is attributable, but not limited to, the acquired work force and expected synergies with CMS. None of the tax basis of the acquired intangibles and goodwill will be deductible for income tax purposes. The acquired goodwill and the operating results of Atelka are reported within the CMS segment from the date of acquisition.

Financial Impact of Acquired Businesses

The acquired businesses purchased in 2017 and 2016 noted above contributed revenues of $172.3 million and $10.0 million, and a net loss of $(0.7) million and $(0.3) million, inclusive of $3.5 million and $0.1 million of acquired intangible amortization, to the Company for the years ended December 31, 2017 and 2016, respectively.

The unaudited proforma financial results for the twelve months ended 2017 and 2016 combines the consolidated results of the Company, Motif, Connextions and Atelka assuming the Motif and Connextions acquisitions had been completed on January 1, 2016 and the Atelka acquisition on January 1, 2015. The reported revenue and net income of $1,275.3 million and $37.4 million would have been $1,489.1 million and $31.1 million for the twelve months ended December 31, 2016, respectively, on an unaudited proforma basis.

For 2017, the reported revenue and net income of $1,477.4 million and $7.3 million would have been $1,541.6 million and $11.5 million for the year ended December 31, 2017, respectively, on an unaudited proforma basis.

The unaudited pro forma consolidated results are not to be considered indicative of the results if these acquisitions occurred in the periods mentioned above, or indicative of future operations or results. Additionally, the pro forma consolidated results do not reflect any anticipated synergies expected as a result of the acquisition.

Assets and Liabilities Held for Sale

During the third quarter of 2016, the Company determined that one business unit from the Customer Growth Services (“CGS”) segment and one business unit from the Customer Strategy Services (“CSS”) segment would be divested from the Company’s operations. These business units met the criteria to be classified as held for sale. The Company had engaged a broker for both business units and was working with potential buyers for both business units. The Company took into consideration the discounted cash flow models, management input based on early discussions with brokers and potential buyers, and third-party evidence from similar transactions to complete the fair value analysis as there had not been a selling price determined at this point for either unit. For the two business units in CGS and CSS losses of $2.6 million and $2.7 million, respectively, were recorded as of December 31, 2016 in Loss on assets held for sale in the Consolidated Statements of Comprehensive Income (Loss). No adjustments were made for this business unit as this continues to be reflective of the fair value at December 31, 2017.

For the business unit in CGS, based on further discussion and initial offers, management determined that the estimated selling price assumed should be revised and an additional $3.2 million loss was recorded in June 30, 2017 and included in Loss on assets held for sale in the Consolidated Statements of Comprehensive Income (Loss). Effective December 22, 2017, the business unit was sold to The Search Agency (“TSA”) for an up-front payment of $245 thousand and future contingent earnout on the one year anniversary of the closing date. During the fourth quarter of 2017, a net $0.6 million gain was recorded in Loss on assets held for sale in the Consolidated Statements of Comprehensive Income (Loss).

The following table presents information related to the major components of assets and liabilities that were classified as held for sale in the Consolidated Balance Sheet as of December 31, 2017.


	As of
	December 31, 2017
Cash	$	—
Accounts receivable, net		6,151
Allowance for doubtful accounts		—
Other assets		303
Property, plant and equipment		49
Deferred tax assets, net		—
Customer relationships		999
Goodwill		3,033
Other intangible assets		—
Allowance for reduction of assets held for sale		(2,700)
Total assets	$	7,835

Accounts payable	$	413
Accrued employee compensation and benefits		833
Accrued expenses		54
Other		22
Total liabilities	$	1,322

Investments

CaféX

In the first quarter of 2015, the Company invested $9.0 million in CafeX Communications, Inc. (“CaféX”) through the purchase of a portion of the Series B Preferred Stock of CaféX. CaféX is a provider of omni-channel web-based real time communication (WebRTC) solutions that enhance mobile applications and websites with in-app video communication and screen share technology to increase customer satisfaction and enterprise efficiency. TTEC anticipates deploying the CaféX technology as part of the TTEC customer experience offerings within the CMS business segment and as part of its Humanify platform. At December 31, 2015, the Company owned 17.2% of the total equity of CaféX. During the fourth quarter of 2016, the Company invested an additional $4.3 million to purchase a portion of the Series C Preferred Stock; $3.2 million was paid in the fourth quarter of 2016 and $1.1 million was paid in the first quarter of 2017. At December 31, 2017, the Company owns 17.2% of the total equity of CaféX. The investment is accounted for under the cost method of accounting. The Company evaluates its investments for possible other-than-temporary impairment at least annually or whenever events or changes in circumstances indicate that the carrying amount of such assets may not be recoverable. The Company tested the investment in CaféX for impairment and concluded that the investment was not impaired at December 31, 2017 or December 31, 2016.

During the first quarter of 2018, the Company provided to CaféX $2.1 million in the form of a bridge loan which accrues interest at a rate of 12% until maturity or conversion, which will be no later than June 30, 2020. Based on certain events, the loan could convert into Series D preferred stock.

Divestitures

Technology Solutions Group (“TSG”)

Effective June 30, 2017, the Company sold the Technology Solutions Group to SKC Communication Products, LLC (“SKC”) for an upfront payment of $250 thousand and future contingent royalty payments over the next 3 years. TSG had been included in the CTS segment. During the second quarter of 2017, a $30 thousand gain, which included the write-off of $0.7 million of goodwill, was recorded and included in the Consolidated Statements of Comprehensive Income (Loss). During the third quarter of 2017, a $141 thousand gain was recorded as a result of TSG delivering to SKC working capital in excess of the target set forth in the stock purchase agreement, and the gain was included in the Consolidated Statements of Comprehensive Income (Loss). During the fourth quarter of 2017, TTEC received $259 thousand related to quarterly royalty payments which was included in Other Income (expense) in the Consolidated Statements of Comprehensive Income (Loss).

TeleTech Spain Holdings SL

In the third quarter of 2017, the Company dissolved TeleTech Spain Holdings SL, a fully owned foreign subsidiary domiciled in Spain. Upon complete liquidation, $3.2 million attributable to the accumulated translation adjustment component of equity has been removed from Accumulated other comprehensive income (loss) and recognized as part of the gain on liquidation. The $3.2 million gain was included in Other income (expense), net in the Consolidated Statements of Comprehensive Income (Loss) for the three and nine months ended September 30, 2017.

SEGMENT INFORMATION

12 Months Ended

Dec. 31, 2017

SEGMENT INFORMATION [ABSTRACT]

SEGMENT INFORMATION

(3)SEGMENT INFORMATION

The Company reports the following four segments:

the CMS segment includes the customer experience delivery solutions which integrate innovative technology with highly-trained customer experience professionals to optimize the customer experience across all channels and all stages of the customer lifecycle from an onshore, offshore or work-from-home environment;

the CGS segment provides technology-enabled sales and marketing solutions that support revenue generation across the customer lifecycle, including sales advisory, search engine optimization, digital demand generation, lead qualification, and acquisition sales, growth and retention services;

the CTS segment includes system design consulting, customer experience technology product, implementation and integration consulting services, and management of clients’ cloud and on-premise solutions; and

the CSS segment provides professional services in customer experience strategy and operations, insights, system and operational process optimization, and culture development and knowledge management.

The Company allocates to each segment its portion of corporate operating expenses. All intercompany transactions between the reported segments for the periods presented have been eliminated.

The following tables present certain financial data by segment (in thousands):

Year Ended December 31, 2017


							Depreciation
	Gross		Intersegment		Net		&		Income from
	Revenue		Sales		Revenue		Amortization		Operations
Customer Management Services	$	1,141,779	$	(19)	$	1,141,760	$	52,193	$	78,206
Customer Growth Services		128,698		—		128,698		2,959		7,803
Customer Technology Services		138,918		(337)		138,581		7,092		12,047
Customer Strategy Services		68,326		—		68,326		2,263		2,433
Total	$	1,477,721	$	(356)	$	1,477,365	$	64,507	$	100,489

Year Ended December 31, 2016


							Depreciation
	Gross		Intersegment		Net		&		Income from
	Revenue		Sales		Revenue		Amortization		Operations
Customer Management Services	$	924,654	$	(329)	$	924,325	$	48,770	$	50,541
Customer Growth Services		141,005		—		141,005		5,905		6,969
Customer Technology Services		141,865		(611)		141,254		10,645		933
Customer Strategy Services		68,674		—		68,674		3,355		(5,691)
Total	$	1,276,198	$	(940)	$	1,275,258	$	68,675	$	52,752

Year Ended December 31, 2015


							Depreciation
	Gross		Intersegment		Net		&		Income from
	Revenue		Sales		Revenue		Amortization		Operations
Customer Management Services	$	913,272	$	—	$	913,272	$	44,633	$	58,018
Customer Growth Services		129,021		—		129,021		6,065		3,077
Customer Technology Services		157,838		(232)		157,606		9,775		13,339
Customer Strategy Services		86,856		—		86,856		3,335		15,746
Total	$	1,286,987	$	(232)	$	1,286,755	$	63,808	$	90,180



	For the Year Ended December 31,
	2017		2016		2015
Capital Expenditures
Customer Management Services	$	48,069	$	40,321	$	56,570
Customer Growth Services		871		4,185		4,681
Customer Technology Services		2,308		5,217		4,216
Customer Strategy Services		710		1,109		1,128
Total	$	51,958	$	50,832	$	66,595


	December 31,
	2017		2016		2015
Total Assets
Customer Management Services	$	869,594	$	585,679	$	525,470
Customer Growth Services		41,036		71,540		75,291
Customer Technology Services		100,351		115,537		146,480
Customer Strategy Services		67,755		73,548		96,086
Total	$	1,078,736	$	846,304	$	843,327

	December 31,
	2017		2016		2015
Goodwill
Customer Management Services	$	119,497	$	42,589	$	23,218
Customer Growth Services		24,439		24,439		24,439
Customer Technology Services		40,839		41,500		41,500
Customer Strategy Services		21,919		21,120		25,026
Total	$	206,694	$	129,648	$	114,183

The following tables present certain financial data based upon the geographic location where the services are provided (in thousands):


	As of and for the
	Year Ended December 31,
	2017		2016		2015
Revenue
United States	$	820,597	$	693,023	$	679,959
Philippines		353,122		351,853		343,013
Latin America		130,082		122,347		147,267
Europe / Middle East / Africa		62,597		65,866		78,182
Asia Pacific / India		36,715		28,219		32,554
Canada		74,252		13,950		5,780
Total	$	1,477,365	$	1,275,258	$	1,286,755

Property, plant and equipment, gross
United States	$	490,110	$	441,222	$	415,918
Philippines		137,683		133,214		140,712
Latin America		51,451		50,605		49,464
Europe / Middle East / Africa		10,231		8,805		14,567
Asia Pacific / India		24,592		23,484		23,181
Canada		15,912		19,988		16,239
Total	$	729,979	$	677,318	$	660,081

Other long-term assets
United States	$	46,029	$	36,442	$	34,007
Philippines		7,753		8,194		5,220
Latin America		1,475		1,161		1,161
Europe / Middle East / Africa		1,950		1,099		811
Asia Pacific / India		4,326		110		165
Canada		324		514		1,122
Total	$	61,857	$	47,520	$	42,486

ACCOUNTS RECEIVABLE AND SIGNIFICANT CLIENTS

12 Months Ended

Dec. 31, 2017

ACCOUNTS RECEIVABLE AND SIGNIFICANT CLIENTS [Abstract]

ACCOUNTS RECEIVABLE AND SIGNIFICANT CLIENTS

(4)ACCOUNTS RECEIVABLE AND SIGNIFICANT CLIENTS

Accounts receivable, net in the accompanying Consolidated Balance Sheets consists of the following (in thousands):


	December 31,
	2017		2016
Accounts receivable	$	386,672	$	301,470
Less: Allowance for doubtful accounts		(921)		(662)
Accounts receivable, net	$	385,751	$	300,808

Activity in the Company’s Allowance for doubtful accounts consists of the following (in thousands):


	December 31,
	2017		2016		2015
Balance, beginning of year	$	662	$	2,176	$	3,425
Provision for doubtful accounts		458		1,164		1,465
Uncollectible receivables written-off		(180)		(2,670)		(2,035)
Effect of foreign currency and other		(19)		(8)		(679)
Balance, end of year	$	921	$	662	$	2,176

Significant Clients

The Company had no clients that contributed in excess of 10% of total revenue for the year ended December 31, 2017. The Company had one client that contributed 10% of total revenue in the years ended December 31, 2016 and 2015. This client operates in the communications industry and is included in the CMS segment. The revenue from this client as a percentage of total revenue was as follows:


	Year Ended December 31,
	2017		2016		2015

Telecommunications client	9	%	10	%	10	%

Accounts receivable from this client was as follows (in thousands):


	Year Ended December 31,
	2017		2016		2015

Telecommunications client	$	26,920	$	28,080	$	23,953

The loss of one or more of its significant clients could have a material adverse effect on the Company’s business, operating results, or financial condition. The Company does not require collateral from its clients. To limit the Company’s credit risk with its clients, management performs periodic credit evaluations, maintains allowances for uncollectible accounts and may require pre-payment for services from certain clients. Based on currently available information, management does not believe significant credit risk exists as of December 31, 2017.

- Definition

The entire disclosure for claims held for amounts due a entity, excluding financing receivables. Examples include, but are not limited to, trade accounts receivables, notes receivables, loans receivables. Includes disclosure for allowance for credit losses.

+ References + Details

PROPERTY PLANT AND EQUIPMENT

12 Months Ended

Dec. 31, 2017

PROPERTY PLANT AND EQUIPMENT [ABSTRACT]

PROPERTY, PLANT AND EQUIPMENT

(5)PROPERTY, PLANT AND EQUIPMENT

Property, plant and equipment consisted of the following (in thousands):


	December 31,
	2017		2016
Land and buildings	$	38,858	$	38,868
Computer equipment and software		390,899		364,854
Telephone equipment		46,521		42,858
Furniture and fixtures		76,856		68,248
Leasehold improvements		176,467		162,232
Motor vehicles		158		143
Construction-in-progress and other		220		115
Property, plant and equipment, gross		729,979		677,318
Less: Accumulated depreciation and amortization		(566,682)		(526,281)
Property, plant and equipment, net	$	163,297	$	151,037

Depreciation and amortization expense for property, plant and equipment was $57.0 million, $59.1 million and $54.0 million for the years ended December 31, 2017, 2016 and 2015, respectively.

Included in the computer equipment and software is internally developed software of $8.5 million net and $10.1 million net as of December 31, 2017 and 2016, respectively.

GOODWILL

12 Months Ended

Dec. 31, 2017

GOODWILL [ABSTRACT]

GOODWILL.

(6)GOODWILL

Goodwill consisted of the following (in thousands):


							Effect of
	December 31,		Acquisitions /				Foreign		December 31,
	2016		Adjustments		Impairments		Currency		2017

Customer Management Services	$	42,589	$	73,934	$	—	$	2,974	$	119,497
Customer Growth Services		24,439		—		—		—		24,439
Customer Technology Services		41,500		(661)		—		—		40,839
Customer Strategy Services		21,120		—		—		799		21,919
Total	$	129,648	$	73,273	$	—	$	3,773	$	206,694


							Effect of
	December 31,		Acquisitions /				Foreign		December 31,
	2015		Adjustments		Impairments		Currency		2016

Customer Management Services	$	23,218	$	21,030	$	(1,363)	$	(296)	$	42,589
Customer Growth Services		24,439		—		—		—		24,439
Customer Technology Services		41,500		—		—		—		41,500
Customer Strategy Services		25,026		(3,033)		—		(873)		21,120
Total	$	114,183	$	17,997	$	(1,363)	$	(1,169)	$	129,648

Impairment

The Company has six reporting units with goodwill and performs a goodwill impairment test on at least an annual basis. The Company conducts its annual goodwill impairment test during the fourth quarter, or more frequently, if indicators of impairment exist.

For the annual goodwill impairment analysis, the Company elected to perform a Step 1 evaluation for all of its reporting units, which includes comparing a reporting unit’s estimated fair value to its carrying value. The determination of fair value requires significant judgments including estimation of future cash flows, which is dependent on internal forecasts, estimation of the long-term growth rates for the businesses, the useful lives over which the cash flows will occur and determination of appropriate discount rates (based in part on the Company’s weighted average cost of capital). Changes in these estimates and assumptions could materially affect the determination of fair value and/or conclusions on goodwill impairment for each reporting unit. As of December 1, 2017, the date of the annual impairment testing, the Company concluded that for all six of the reporting units the fair values were in excess of their respective carrying values and the goodwill for those reporting units was not impaired.

During the Company’s annual impairment testing as of December 1, 2017, the Company identified triggering events that could lead to impairment of goodwill for the CSS reporting unit, including lower revenues and profits than had been anticipated over the past two years. The carrying value of CSS was $43.4 million at December 1, 2017, including approximately $22.0 million of goodwill. Based on the Company’s assessment, the estimated fair value of the CSS reporting unit exceeded its carrying value by approximately 44.0%, but based on additional sensitivity analysis, the amount of cushion could fall to 10% if the performance of the business does not improve as expected. The estimate of fair value was based on generally accepted valuation techniques and information available at the date of the assessment, which incorporated management’s assumptions about expected revenues and future cash flows and available market information for comparable companies.

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. We used a market approach and an income approach to determine our best estimates of fair value which incorporated the following significant assumptions:

Revenue projections, including revenue growth during the forecast periods ranging from (3.2)% to 7.8%;

EBITDA margin projections held relatively flat over the forecast periods ranging from 10% to 21.4%;

Estimated income tax rates of 14.6% to 34.3%;

Estimated capital expenditures ranging from $0.8 million to $40.4 million; and

Discount rates ranging from 10% to 16% based on various inputs, including the risks associated with the specific reporting units, the country of operations as well as their revenue growth and EBITDA margin assumptions.

CMS - Humanify reporting unit

As of December 1, 2016, the calculated fair value for the Humanify reporting unit was below the carrying value which necessitated an impairment analysis. The Company tested all of the assets of the reporting unit for impairment.

Definite-lived long-lived assets consisted of internally developed software and purchased IP. Based on a decision to change the strategy of this business unit in December 2016 which will not use these assets on a go forward basis, the Company has determined that there is no value associated with these assets and recorded a $10.8 million impairment in the three months ended December 31, 2016, which was included in Impairment losses in the Consolidated Statements of Comprehensive Income (Loss).

For the goodwill impairment analysis, the Company calculated the fair value of the Humanify reporting unit and compared that to the updated carrying value and determined that the fair value was not in excess of its carrying value. Key assumptions used in the fair value calculation for goodwill impairment testing include, but are not limited to, revenue growth of approximately $300 thousand to $1 million per year through 2027, a perpetual growth rate of 3%, a discount rate of 16.75%, and negative EBITDA through 2020 growing to a 15.6% EBITDA for the terminal year. Estimated future cash flows under the income approach were based on the Company’s internal business plan adjusted as appropriate for the Company’s view of market participant assumptions.

The fair value of the Humanify reporting unit was determined to be zero. Upon completing this assessment, the Company determined that the implied fair value of goodwill was below the carrying value and the entire goodwill balance of $1.4 million was impaired and expensed in the three months ended December 31, 2016 which is included in Impairment losses in the Consolidated Statements of Comprehensive Income (Loss).

CSS reporting unit

During the quarter ended September 30, 2016, the Company identified negative indicators such as lower financial performance and the reversal of contingent consideration for the CSS reporting unit and thus the Company updated its quantitative assessment for the CSS reporting unit fair value using an income based approach. The determination of fair value requires significant judgments including estimation of future cash flows, which is dependent on internal forecasts, estimation of the long-term growth rates for the businesses, the useful lives over which the cash flows will occur and determination of appropriate discount rates (based in part on the Company’s weighted average cost of capital). Changes in these estimates and assumptions could materially affect the determination of fair value and/or conclusions on goodwill impairment for each reporting unit. At September 30, 2016, the fair value for the CSS reporting unit exceeded the carrying value and thus no impairment was required.

The Company also determined that effective September 30, 2016 the assets of one of the business units within the CSS reporting unit will be held for sale (see discussion in Note 2). Therefore the CSS reporting unit was separated into the component that will be held for sale and the components that will be held for use and two separate fair value analyses were completed. At September 30, 2016 the fair value for the CSS held for use component exceeded the carrying value and thus no impairment was required. The fair value for the CSS held for sale component also exceeded the carrying value and thus no impairment was required.

OTHER INTANGIBLE ASSETS

12 Months Ended

Dec. 31, 2017

OTHER INTANGIBLE ASSETS [Abstract]

Intangible Assets Disclosure [Text Block]

(7)OTHER INTANGIBLE ASSETS

Other intangible assets which are included in Other long-term assets in the accompanying Consolidated Balance Sheets consisted of the following (in thousands):


							Acquisitions		Effect of
	December 31,						and		Foreign		December 31,
	2016		Amortization		Impairments		Adjustments		Currency		2017
Customer relationships, gross	$	50,454	$	—	$	—	$	72,492	$	1,829	$	124,775
Customer relationships - accumulated amortization		(25,943)		(7,213)		—		(210)		(194)		(33,560)
Other intangible assets, gross		4,589		—		—		151		44		4,784
Other intangible assets - accumulated amortization		(3,978)		(254)		—		1		318		(3,913)
Trade name - indefinite life		5,665		—		(5,322)		—		(343)		—
Other intangible assets, net	$	30,787	$	(7,467)	$	(5,322)	$	72,434	$	1,654	$	92,086


							Acquisitions		Effect of
	December 31,						and		Foreign		December 31,
	2015		Amortization		Impairments		Adjustments		Currency		2016
Customer relationships, gross	$	62,257	$	—	$	(17,150)	$	6,588	$	(1,241)	$	50,454
Customer relationships - accumulated amortization		(30,180)		(7,246)		6,120		5,097		266		(25,943)
Other intangible assets, gross		13,750		—		(5,566)		(3,701)		106		4,589
Other intangible assets - accumulated amortization		(8,755)		(2,285)		3,956		2,929		177		(3,978)
Trade name - indefinite life		14,143		—		(8,682)		—		204		5,665
Other intangible assets, net	$	51,215	$	(9,531)	$	(21,322)	$	10,913	$	(488)	$	30,787

The acquisitions and adjustments recorded during 2017 relate to the purchase of Connextions and Motif (see Note 2 for further information) and the impairment of intangible assets during the fourth quarter of 2017 (see below).

The acquisitions and adjustments recorded during 2016 relate to the purchase of Atelka (see Note 2 for further information) and the impairment of several intangible assets during the third and fourth quarters of 2016 (see below).

CTS - eLoyalty

During the fourth quarter of 2017 in connection with the rebranding of the consolidated company, management has determined that it will no longer be using the name of eLoyalty and will be transitioning to TTEC Digital. Based on this change in branding strategy, an evaluation of the indefinite-lived trade name was completed and it was determined that the fair value of the asset was zero. The Company recorded an impairment expense of $3.3 million in the three months ended December 31, 2017 which was included in Impairment losses in the Consolidated Statements of Comprehensive Income (Loss).

CSS - PRG

During the fourth quarter of 2017 in connection with the rebranding of the consolidated company and the full integration of the CSS segment, management has determined that it will no longer be using the name of PRG and will be transitioning all CSS entities to TTEC Consulting. Based on this change in branding strategy, an evaluation of the indefinite-lived trade name was completed and it was determined that the fair value of the asset was zero. The Company recorded impairment expense of $2.0 million in the three months ended December 31, 2017 which was included in Impairment losses in the Consolidated Statements of Comprehensive Income (Loss).

CTS - Avaya

In connection with reduced profitability for the Avaya component of the CTS segment an interim impairment analysis was completed during the third quarter of 2016. The Company modified the sales focus of the Avaya component away from premise product and services towards cloud solutions. The indefinite-lived intangible asset evaluated for impairment consisted of the TSG trade name. The Company calculated the fair value of the trade name using a relief from royalty method based on forecasted revenues sold under the trade name using significant inputs not observable in the market (Level 3 inputs). The valuation assumptions included an estimated royalty rate of 0.5%, a discount rate specific to the trade name of 19.0%, which was equal to the reporting unit’s equity risk premium adjusted for its size and company specific risk factors. and a perpetuity growth rate of 3.0%. Based on the calculated fair value of $0.4 million, the Company recorded impairment expense of $0.7 million in the three months ended September 30, 2016 which was included in Impairment losses in the Consolidated Statements of Comprehensive Income (Loss).

Additional triggering events occurred related to continued lower than expected financial performance and the bankruptcy filing for Avaya. In connection with this event, the forecasted revenue and operating income for the future years has decreased and thus an impairment analysis was completed during the fourth quarter of 2016 for both the indefinite-lived TSG trade name and the TSG customer relationship asset. The Company completed an asset group recoverability analysis using significant inputs not observable in the market (Level 3 inputs). These included a declining revenue stream from 2017 through 2019 and a negative EBITDA for the next 4 years. The estimated fair value was a negative $0.9 million. Based on this recoverability analysis, an impairment of $9.2 million of customer relationships, $0.4 million of trade name and $0.4 million of non-compete intangible assets was recorded. In addition $1.3 million of fixed assets were also impaired. The total $11.3 million of expense was recorded in the three months ended December 31, 2016 and was included in Impairment losses in the Consolidated Statements of Comprehensive Income (Loss).

CSS - rogenSi

In connection with reduced profitability of the rogenSi component of the CSS segment, an interim impairment analysis was completed during the third quarter of 2016. The indefinite-lived intangible asset evaluated for impairment consisted of the trade name. The Company calculated the fair value of the trade name using a relief from royalty method based on forecasted revenues sold under the trade name using significant inputs not observable in the market (Level 3 inputs). The valuation assumptions included an estimated royalty rate of 2.0%, a discount rate specific to the trade name of 18.2%, which was equal to the reporting unit’s equity risk premium adjusted for its size and company specific risk factors, and a perpetuity growth rate of 3.0%. Based on the calculated fair value of $3.1 million, the Company recorded impairment expense of $1.2 million in the three months ended September 30, 2016 which was included in Impairment losses in the Consolidated Statements of Comprehensive Income (Loss)

During the fourth quarter of 2016 in connection with the full integration of the CSS segment, management has determined that it will no longer be using the name rogenSi and will be transitioning all CSS entities to TTEC Consulting. Based on this change in branding strategy, an evaluation of the indefinite-lived trade name was completed and it was determined that the fair value of the asset was zero. The Company recorded impairment expense of $3.0 million in the three months ended December 31, 2016 which was included in Impairment losses in the Consolidated Statements of Comprehensive Income (Loss).

CSS – component held-for-sale

The Company calculated the fair value of the trade name using a relief from royalty method based on forecasted revenues sold under the trade name using significant inputs not observable in the market (Level 3 inputs). The valuation assumptions included an estimated royalty rate of 3.75%, a discount rate specific to the trade name of 19.2% and a perpetuity growth rate of 3.0%. Based on the calculated fair value of $2.0 million, the Company recorded impairment expense of $3.3 million in the three months ended September 30, 2016 which was included in Impairment losses in the Consolidated Statements of Comprehensive Income (Loss).

Customer relationships are being amortized over the remaining weighted average useful life of 8.8 years and other intangible assets are being amortized over the remaining weighted average useful life of 3.8 years. Amortization expense related to intangible assets was $7.5 million, $9.5 million and $9.7 million for the years ended December 31, 2017, 2016 and 2015, respectively.

Expected future amortization of other intangible assets as of December 31, 2017 is as follows (in thousands):


2018	$	10,903
2019		10,682
2020		9,381
2021		8,850
2022		8,160
Thereafter		44,110
Total	$	92,086

DERIVATIVES

12 Months Ended

Dec. 31, 2017

DERIVATIVES [ABSTRACT]

DERIVATIVES

(8)DERIVATIVES

Cash Flow Hedges

The Company enters into foreign exchange and interest rate related derivatives. Foreign exchange derivatives entered into consist of forward and option contracts to reduce the Company’s exposure to foreign currency exchange rate fluctuations that are associated with forecasted revenue earned in foreign locations. Interest rate derivatives consist of interest rate swaps to reduce the Company’s exposure to interest rate fluctuations associated with its variable rate debt. Upon proper qualification, these contracts are designated as cash flow hedges. It is the Company’s policy to only enter into derivative contracts with investment grade counterparty financial institutions, and correspondingly, the fair value of derivative assets consider, among other factors, the creditworthiness of these counterparties. Conversely, the fair value of derivative liabilities reflects the Company’s creditworthiness. As of December 31, 2017, the Company had not experienced, nor does it anticipate, any issues related to derivative counterparty defaults. The following table summarizes the aggregate unrealized net gain or loss in Accumulated other comprehensive income (loss) for the years ended December 31, 2017, 2016 and 2015 (in thousands and net of tax):


	Year Ended December 31,
	2017		2016		2015

Aggregate unrealized net gain/(loss) at beginning of period	$	(32,393)	$	(26,885)	$	(18,345)
Add: Net gain/(loss) from change in fair value of cash flow hedges		31,053		11,242		(16,349)
Less: Net (gain)/loss reclassified to earnings from effective hedges		(14,406)		(16,750)		7,809
Aggregate unrealized net gain/(loss) at end of period	$	(15,746)	$	(32,393)	$	(26,885)

The Company’s foreign exchange cash flow hedging instruments as of December 31, 2017 and 2016 are summarized as follows (in thousands). All hedging instruments are forward contracts.

Local

Currency

U.S. Dollar

% Maturing

Contracts

Notional

in the next

Maturing

As of December 31, 2017

Amount

12 months

Through

Philippine Peso

10,685,000

219,917

(1)

62.3

August 2021

Mexican Peso

1,609,000

93,589

41.0

May 2021

313,506


	Local
	Currency	U.S. Dollar
	Notional	Notional
As of December 31, 2016	Amount	Amount
Philippine Peso	14,315,000		301,134	(1)
Mexican Peso	2,089,000		129,375
		$	430,509

(1)

Includes contracts to purchase Philippine pesos in exchange for New Zealand dollars and Australian dollars, which are translated into equivalent U.S. dollars on December 31, 2017 and December 31, 2016.

The Company’s interest rate swap arrangement expired as of May 31, 2017 and no additional swaps have been entered into. As of December 31, 2016, the outstanding interest rate swap was as follows:

Contract

Notional

Variable Rate

Fixed Rate

Commencement

Maturity

December 31, 2016

Amount

Received

Paid

Date

Swap

15 million

1 - month LIBOR

3.14

May 2012

May 2017

Fair Value Hedges

The Company enters into foreign exchange forward contracts to economically hedge against foreign currency exchange gains and losses on certain receivables and payables of the Company’s foreign operations. Changes in the fair value of derivative instruments designated as fair value hedges are recognized in earnings in Other income (expense), net. As of December 31, 2017 and 2016, the total notional amount of the Company’s forward contracts used as fair value hedges was $176.2 million and $227.8 million, respectively.

Derivative Valuation and Settlements

The Company’s derivatives as of December 31, 2017 and 2016 were as follows (in thousands):


	December 31, 2017
	Designated				Not Designated
	as Hedging				as Hedging
Designation:	Instruments				Instruments
	Foreign		Interest		Foreign
Derivative contract type:	Exchange		Rate		Exchange
Derivative classification:	Cash Flow		Cash Flow		Fair Value

Fair value and location of derivative in the Consolidated Balance Sheet:
Prepaids and other current assets	$	220	$	—	$	1,603
Other long-term assets		393		—		—
Other current liabilities		(15,603)		—		(133)
Other long-term liabilities		(11,266)		—		—
Total fair value of derivatives, net	$	(26,256)	$	—	$	1,470


	December 31, 2016
	Designated				Not Designated
	as Hedging				as Hedging
Designation:	Instruments				Instruments
	Foreign		Interest		Foreign
Derivative contract type:	Exchange		Rate		Exchange
Derivative classification:	Cash Flow		Cash Flow		Fair Value

Fair value and location of derivative in the Consolidated Balance Sheet:
Prepaids and other current assets	$	1,178	$	—	$	1,606
Other long-term assets		—		—		—
Other current liabilities		(23,503)		(147)		(866)
Other long-term liabilities		(31,714)		—		—
Total fair value of derivatives, net	$	(54,039)	$	(147)	$	740

The effect of derivative instruments on the Consolidated Statements of Comprehensive Income (Loss) for the years ended December 31, 2017 and 2016 were as follows (in thousands):


	Year Ended December 31,
	2017				2016
	Designated as Hedging				Designated as Hedging
Designation:	Instruments				Instruments
	Foreign		Interest		Foreign		Interest
Derivative contract type:	Exchange		Rate		Exchange		Rate
Derivative classification:	Cash Flow		Cash Flow		Cash Flow		Cash Flow

Amount of gain or (loss) recognized in Other comprehensive income (loss) - effective portion, net of tax	$	(14,336)	$	(70)	$	(16,438)	$	(312)

Amount and location of net gain or (loss) reclassified from Accumulated OCI to income - effective portion:
Revenue	$	(22,792)	$	—	$	(28,025)	$	—
Interest expense		—		(115)		—		(534)


	Year Ended December 31,
	2017				2016
Designation:	Not Designated as Hedging Instruments				Not Designated as Hedging Instruments
Derivative contract type:	Foreign Exchange				Foreign Exchange
	Forward				Forward
Derivative classification:	Contracts		Fair Value		Contracts		Fair Value

Amount and location of net gain or (loss) recognized in the Consolidated Statement of Comprehensive Income (Loss):
Cost of services	$	—	$	—	$	—	$	—
Other income (expense), net		—		1,350		—		(5,826)

FAIR VALUE

12 Months Ended

Dec. 31, 2017

FAIR VALUE [Abstract]

FAIR VALUE

(9)FAIR VALUE

The authoritative guidance for fair value measurements establishes a three-level fair value hierarchy that prioritizes the inputs used to measure fair value. This hierarchy requires that the Company maximize the use of observable inputs and minimize the use of unobservable inputs. The three levels of inputs used to measure fair value are as follows:


Level 1 —	Quoted prices in active markets for identical assets or liabilities.

Level 2 —	Observable inputs other than quoted prices included in Level 1, such as quoted prices for similar assets and liabilities in active markets, similar assets and liabilities in markets that are not active or can be corroborated by observable market data.

Level 3 —	Unobservable inputs that are supported by little or no market activity and that are significant to the fair value of the assets or liabilities. This includes certain pricing models, discounted cash flow methodologies and similar techniques that use significant unobservable inputs.

The following presents information as of December 31, 2017 and 2016 of the Company’s assets and liabilities required to be measured at fair value on a recurring basis, as well as the fair value hierarchy used to determine their fair value.

Accounts Receivable and Payable - The amounts recorded in the accompanying balance sheets approximate fair value because of their short-term nature.

Investments – The Company measures investments, including cost and equity method investments, at fair value on a nonrecurring basis when they are deemed to be other-than-temporarily impaired. The fair values of these investments are determined based on valuation techniques using the best information available, and may include market observable inputs and discounted cash flow projections. An impairment charge is recorded when the cost of the investment exceeds its fair value and this condition is determined to be other-than-temporary. As of December 31, 2017, the investment in CaféX Communications, Inc., which consists of the Company’s first quarter 2015 $9.0 million investment, the fourth quarter 2016 $3.2 million investment, and the first and second quarters of 2017 $1.3 million investment, is recorded at $13.5 million.

Debt - The Company’s debt consists primarily of the Company’s Credit Agreement, which permits floating-rate borrowings based upon the current Prime Rate or LIBOR plus a credit spread as determined by the Company’s leverage ratio calculation (as defined in the Credit Agreement). As of December 31, 2017 and 2016, the Company had $344.0 million and $217.3 million, respectively, of borrowings outstanding under the Credit Agreement. During 2017 and 2016, borrowings accrued interest at an average rate of 2.2% and 1.5% per annum, respectively, excluding unused commitment fees. The amounts recorded in the accompanying Balance Sheets approximate fair value due to the variable nature of the debt based on level 2 inputs.

Derivatives - Net derivative assets (liabilities) are measured at fair value on a recurring basis. The portfolio is valued using models based on market observable inputs, including both forward and spot foreign exchange rates, interest rates, implied volatility, and counterparty credit risk, including the ability of each party to execute its obligations under the contract. As of December 31, 2017, credit risk did not materially change the fair value of the Company’s derivative contracts.

The following is a summary of the Company’s fair value measurements for its net derivative assets (liabilities) as of December 31, 2017 and 2016 (in thousands):

As of December 31, 2017


	Fair Value Measurements Using
	Quoted Prices in		Significant
	Active Markets		Other		Significant
	for Identical		Observable		Unobservable
	Assets		Inputs		Inputs
	(Level 1)		(Level 2)		(Level 3)		At Fair Value
Cash flow hedges	$	—	$	(26,256)	$	—	$	(26,256)
Interest rate swaps		—		—		—		—
Fair value hedges		—		1,470		—		1,470
Total net derivative asset (liability)	$	—	$	(24,786)	$	—	$	(24,786)

As of December 31, 2016


	Fair Value Measurements Using
	Quoted Prices in		Significant
	Active Markets		Other		Significant
	for Identical		Observable		Unobservable
	Assets		Inputs		Inputs
	(Level 1)		(Level 2)		(Level 3)		At Fair Value
Cash flow hedges	$	—	$	(54,039)	$	—	$	(54,039)
Interest rate swaps		—		(147)		—		(147)
Fair value hedges		—		740		—		740
Total net derivative asset (liability)	$	—	$	(53,446)	$	—	$	(53,446)

The following is a summary of the Company’s fair value measurements as of December 31, 2017 and 2016 (in thousands):

As of December 31, 2017


	Fair Value Measurements Using
	Quoted Prices in				Significant
	Active Markets for		Significant Other		Unobservable
	Identical Assets		Observable Inputs		Inputs
	(Level 1)		(Level 2)		(Level 3)
Assets
Derivative instruments, net	$	—	$	—	$	—
Total assets	$	—	$	—	$	—

Liabilities
Deferred compensation plan liability	$	—	$	(13,219)	$	—
Derivative instruments, net		—		(24,786)		—
Contingent consideration		—		—		(399)
Total liabilities	$	—	$	(38,005)	$	(399)

As of December 31, 2016


	Fair Value Measurements Using
	Quoted Prices in				Significant
	Active Markets for		Significant Other		Unobservable
	Identical Assets		Observable Inputs		Inputs
	(Level 1)		(Level 2)		(Level 3)
Assets
Derivative instruments, net	$	—	$	—	$	—
Total assets	$	—	$	—	$	—

Liabilities
Deferred compensation plan liability	$	—	$	(10,841)	$	—
Derivative instruments, net		—		(53,446)		—
Contingent consideration		—		—		(1,808)
Total liabilities	$	—	$	(64,287)	$	(1,808)

Deferred Compensation Plan - The Company maintains a non-qualified deferred compensation plan structured as a Rabbi trust for certain eligible employees. Participants in the deferred compensation plan select from a menu of phantom investment options for their deferral dollars offered by the Company each year, which are based upon changes in value of complementary, defined market investments. The deferred compensation liability represents the combined values of market investments against which participant accounts are tracked.

Contingent Consideration — The Company recorded contingent consideration related to the acquisitions of iKnowtion, Sofica, rogenSi, and Atelka. These contingent payables were recognized at fair value using a discounted cash flow approach and a discount rate of 21.0%, 5.0%, 4.6%, or 0%, respectively. The discount rates vary dependent on the specific risks of each acquisition including the country of operation, the nature of services and complexity of the acquired business, and other factors. These measurements were based on significant inputs not observable in the market. The Company recorded interest expense each period using the effective interest method until the future value of these contingent payables reached their expected future value. Interest expense related to all recorded contingent payables is included in Interest expense in the Consolidated Statements of Comprehensive Income (Loss).

The Company recorded contingent consideration related to a revenue servicing agreement with Welltok in the fourth quarter of 2016, in which a maximum of $1.25 million will be paid over eight quarters based on the dollar value of revenue earned by the Company. The contingent payable was recognized at fair value of $1.25 million as of December 31, 2016.

During the second quarter of 2015, the Company recorded a fair value adjustment of the contingent consideration associated with the Sofica reporting unit within the CMS segment based on revised estimates reflecting Sofica earnings will be lower than anticipated for 2015. Accordingly a $0.5 million decrease in the payable was recorded as of June 30, 2015 and was included in Other income (expense) in the Consolidated Statements of Comprehensive Income (Loss).

During the third and fourth quarters of 2015, and the third quarter of 2016, the Company recorded fair value adjustments of the contingent consideration associated with the rogenSi reporting unit within the CSS segment based on revised estimates reflecting that rogenSi earnings would be higher and then lower than anticipated for 2015 and 2016. Accordingly a $0.8 million increase, a $0.3 million decrease, and a $4.3 million decrease to the payable was recorded as of September 30, 2015, December 31, 2015, and September 30, 2016, respectively, and were included in Other income (expense) in the Consolidated Statements of Comprehensive Income (Loss). As of September 30, 2016, the fair value of the remaining contingent consideration was reduced to zero given the remote possibility of any additional payments. As of December 31, 2016, the payment was finalized at a value of zero and thus no additional expense was required.

A rollforward of the activity in the Company’s fair value of the contingent consideration is as follows (in thousands):


							Imputed
	December 31,						Interest /		December 31,
	2016		Acquisitions		Payments		Adjustments		2017

Welltok		1,250		—		(851)		—		399
Atelka		558		—		(582)		24		—
Total	$	1,808	$	—	$	(1,433)	$	24	$	399


							Imputed
	December 31,						Interest /		December 31,
	2015		Acquisitions		Payments		Adjustments		2016

iKnowtion	$	500	$	—	$	(500)	$	—	$	—
Sofica		3,153		—		(3,146)		(7)		—
rogenSi		9,797		—		(5,793)		(4,004)		—
Welltok		—		1,250		—		—		1,250
Atelka		—		558		—		—		558
Total	$	13,450	$	1,808	$	(9,439)	$	(4,011)	$	1,808

- Definition

The entire disclosure for the fair value of financial instruments (as defined), including financial assets and financial liabilities (collectively, as defined), and the measurements of those instruments as well as disclosures related to the fair value of non-financial assets and liabilities. Such disclosures about the financial instruments, assets, and liabilities would include: (1) the fair value of the required items together with their carrying amounts (as appropriate); (2) for items for which it is not practicable to estimate fair value, disclosure would include: (a) information pertinent to estimating fair value (including, carrying amount, effective interest rate, and maturity, and (b) the reasons why it is not practicable to estimate fair value; (3) significant concentrations of credit risk including: (a) information about the activity, region, or economic characteristics identifying a concentration, (b) the maximum amount of loss the entity is exposed to based on the gross fair value of the related item, (c) policy for requiring collateral or other security and information as to accessing such collateral or security, and (d) the nature and brief description of such collateral or security; (4) quantitative information about market risks and how such risks are managed; (5) for items measured on both a recurring and nonrecurring basis information regarding the inputs used to develop the fair value measurement; and (6) for items presented in the financial statement for which fair value measurement is elected: (a) information necessary to understand the reasons for the election, (b) discussion of the effect of fair value changes on earnings, (c) a description of [similar groups] items for which the election is made and the relation thereof to the balance sheet, the aggregate carrying value of items included in the balance sheet that are not eligible for the election; (7) all other required (as defined) and desired information.

+ References + Details

INCOME TAXES

12 Months Ended

Dec. 31, 2017

INCOME TAXES [ABSTRACT]

INCOME TAXES

(10)INCOME TAXES

The sources of pre-tax operating income are as follows (in thousands):


	Year Ended December 31,
	2017		2016		2015
Domestic	$	10,909	$	(6,216)	$	25,402
Foreign		77,978		56,514		60,487
Total	$	88,887	$	50,298	$	85,889

The United States recently enacted comprehensive tax reform legislation known as the Tax Cuts and Jobs Act (the "2017 Tax Act") that, among other things, reduces the U.S. federal corporate income tax rate from 35% to 21% and implements a territorial tax system, but imposes an alternative “base erosion and anti-abuse tax” (“BEAT”), and an incremental tax on global intangible low taxed foreign income (“GILTI”) effective January 1, 2018. In addition, the law imposes a one-time mandatory repatriation tax on accumulated foreign earnings on domestic corporations effective for the 2017 tax year. In response, the SEC staff issued Staff Accounting Bulletin No. 118 (“SAB 118”) to address the application of U.S. GAAP in situations when a registrant does not have the necessary information available, prepared, or analyzed (including computations) in reasonable detail to complete the accounting for certain income tax effects of the 2017 Tax Act and allows the registrant to record provisional amounts during a measurement period not to extend beyond one year of the enactment date. The Company has not completed its final analysis of the full impact of the 2017 Act on its tax provisions. However, the Company has recognized the provisional impacts related to the one-time transition tax and revaluation of deferred tax balances and included these estimates in our consolidated financial statements for the year ended December 31, 2017. The significant components of this expense include (i) the remeasurement of net deferred tax assets at the lower enacted U.S. federal corporate tax rate, which resulted in a net $1.1 million increase in income tax expense; and (ii) the deemed repatriation tax on unremitted non-U.S. earnings and profits that were previously tax deferred and other tax impacts of the 2017 Tax Act, which resulted in a $62.4 million increase in income tax expense, net of deductions and credits.

The ultimate impact of the 2017 Tax Act may materially differ from the provisional amounts recorded, due to, among other things, additional analysis, changes in interpretations and assumptions we have made, additional regulatory guidance that may be issued, and actions we may take as a result of the Tax Act. In addition, foreign and state governments may enact tax laws in response to the Tax Act that could result in further changes to global taxation and materially affect our financial position and results of operations.

Our selection of an accounting policy with respect to the new GILTI rules will depend in part on analyzing our global income to determine whether we expect to have future U.S. inclusions in taxable income related to GILTI, and if so, what the impact is expected to be. We have not yet computed a reasonable estimate of the effect of this provision, and therefore, we have not made a policy decision regarding whether to record deferred taxes related to GILTI nor have we made any adjustments related to GILTI tax in our year-end financial statements.

We expect to complete our analysis of the impacts of the 2017 Tax Act within the measurement period in accordance with SAB 118.

The components of the Company’s Provision for (benefit from) income taxes are as follows (in thousands):


	Year Ended December 31,
	2017		2016		2015
Current provision for (benefit from)
Federal	$	48,556	$	(373)	$	4,094
State		99		372		1,829
Foreign		12,643		14,447		4,764
Total current provision for (benefit from)		61,298		14,446		10,687
Deferred provision for (benefit from)
Federal		14,441		(2,390)		(1,895)
State		707		103		1,085
Foreign		1,629		704		10,127
Total deferred provision for (benefit from)		16,777		(1,583)		9,317
Total provision for (benefit from) income taxes	$	78,075	$	12,863	$	20,004

The following reconciles the Company’s effective tax rate to the federal statutory rate (in thousands):


	Year Ended December 31,
	2017		2016		2015
Income tax per U.S. federal statutory rate (35%)	$	31,110	$	17,605	$	30,062
State income taxes, net of federal deduction		460		(158)		1,603
Change in valuation allowances		(924)		(129)		3,923
Foreign income taxes at different rates than the U.S.		(14,417)		(10,206)		(14,490)
Foreign withholding taxes		323		590		958
Losses in international markets without tax benefits		1,098		2,474		1,999
Nondeductible compensation under Section 162(m)		647		104		512
Liabilities for uncertain tax positions		1,607		(133)		1,756
Permanent difference related to foreign exchange gains		142		388		162
(Income) losses of foreign branch operations		(824)		(635)		(517)
Non-taxable earnings of noncontrolling interest		(1,030)		(1,128)		(1,349)
Foreign dividend less foreign tax credits		(4,798)		(4,646)		(4,425)
Increase in deferred tax liability - branch losses in UK		—		—		(2,530)
Decrease (increase) to deferred tax asset - change in tax rate		1,101		443		(526)
State income tax credits		207		100		(1,477)
Foreign earnings taxed currently in U.S.		3,143		3,673		2,839
Taxes related to prior year filings		(865)		2,554		344
Taxes related to US tax reform		61,569		—		—
Other		(474)		1,967		1,160
Income tax per effective tax rate	$	78,075	$	12,863	$	20,004

The Company’s deferred income tax assets and liabilities are summarized as follows (in thousands):


	Year Ended December 31,
	2017		2016
Deferred tax assets, gross
Accrued workers compensation, deferred compensation and employee benefits	$	8,597	$	11,212
Allowance for doubtful accounts, insurance and other accruals		2,197		3,348
Amortization of deferred rent liabilities		2,352		3,362
Net operating losses		17,887		20,253
Equity compensation		1,481		2,489
Customer acquisition and deferred revenue accruals		7,026		11,739
Federal and state tax credits, net		50		7,439
Depreciation and amortization		—		4,671
Unrealized losses on derivatives		3,137		13,815
Contract acquisition costs		—		1,044
Other		1,557		2,331
Total deferred tax assets, gross		44,284		81,703
Valuation allowances		(9,526)		(9,949)
Total deferred tax assets, net		34,758		71,754
Deferred tax liabilities
Depreciation and amortization		(12,850)		—
Contract acquisition costs		(5,331)		—
Intangible assets		(15,405)		(17,971)
Other		(446)		(357)
Total deferred tax liabilities		(34,032)		(18,328)
Net deferred tax assets	$	726	$	53,426

Quarterly, the Company assesses the likelihood by jurisdiction that its net deferred tax assets will be recovered. Based on the weight of all available evidence, both positive and negative, the Company records a valuation allowance against deferred tax assets when it is more-likely-than-not that a future tax benefit will not be realized.

As of December 31, 2017 the Company had approximately $4.2 million of net deferred tax assets in the U.S. and $3.5 million of net deferred tax liabilities related to certain international locations whose recoverability is dependent upon their future profitability. As of December 31, 2017 the deferred tax valuation allowance was $9.5 million and related primarily to tax losses in foreign jurisdictions which do not meet the “more-likely-than-not” standard under current accounting guidance.

When there is a change in judgment concerning the recovery of deferred tax assets in future periods, a valuation allowance is recorded into earnings during the quarter in which the change in judgment occurred. In 2017, the Company made adjustments to its deferred tax assets and corresponding valuation allowances. The net change to the valuation allowance consisted of the following: a $0.1 million increase in certain state credits and NOLs that are now expected to be utilized prior to expiration, a $2.1 million increase in valuation allowance in the United Kingdom, Ireland, Canada, Luxembourg and Australia for deferred tax assets that do not meet the “more-likely-than-not” standard, and a $2.5 million release of valuation allowance in Argentina, New Zealand, Belgium, Turkey, United States and various other jurisdictions related to the utilization or write-off of deferred tax assets.

Activity in the Company’s valuation allowance accounts consists of the following (in thousands):


	Year Ended December 31,
	2017		2016		2015
Beginning balance	$	9,949	$	10,139	$	10,721
Additions of deferred income tax expense		2,044		1,914		4,300
Reductions of deferred income tax expense		(2,467)		(2,104)		(4,882)
Ending balance	$	9,526	$	9,949	$	10,139

As of December 31, 2017, after consideration of all tax loss and tax credit carry back opportunities, the Company had tax affected tax loss carry forwards worldwide expiring as follows (in thousands):


2018	$	98
2019		205
2020		319
2021		160
After 2021		9,687
No expiration		5,282
Total	$	15,751

The Company has been granted “Tax Holidays” as an incentive to attract foreign investment by the governments of the Philippines and Costa Rica. Generally, a Tax Holiday is an agreement between the Company and a foreign government under which the Company receives certain tax benefits in that country, such as exemption from taxation on profits derived from export-related activities. In the Philippines, the Company has been granted multiple agreements with an initial period of four years and additional periods for varying years, expiring at various times between 2017 and 2019. The aggregate benefit to income tax expense for the years ended December 31, 2017, 2016 and 2015 was approximately $11.9 million, $12.4 million and $12.2 million, respectively, which had a favorable impact on diluted net income per share of $0.26, $0.27 and $0.25, respectively.

Accounting for Uncertainty in Income Taxes

In accordance with ASC 740, the Company has recorded a reserve for uncertain tax positions. The total amount of interest and penalties recognized in the accompanying Consolidated Balance Sheets and Consolidated Statements of Comprehensive Income (Loss) as of December 31, 2017, 2016 and 2015 was approximately $1.8 million, $693 thousand and $709 thousand, respectively.

The Company had a reserve for uncertain tax benefits, on a net basis, of $3.3 million and $3.5 million for the years ended December 31, 2017 and 2016, respectively. The liability for uncertain tax positions was increased by $0.9 million during 2016 for new uncertain tax positions.

The tabular reconciliation of the reserve for uncertain tax benefits on a gross basis without interest for the three years ended December 31, 2017 is presented below (in thousands):


Balance as of December 31, 2014	$	1,661
Additions for current year tax positions		1,048
Reductions in prior year tax positions		—
Balance as of December 31, 2015		2,709
Additions for current year tax positions		826
Reductions in prior year tax positions		(1,153)
Balance as of December 31, 2016		2,382
Additions for current year tax positions		916
Reductions in prior year tax positions		—
Balance as of December 31, 2017	$	3,298

At December 31, 2017, the amount of uncertain tax benefits that, if recognized, would reduce tax expense was $5.1 million. Within the next 12 months, it is expected that the amount of unrecognized tax benefits will be reduced by $3.9 million as a result of the expiration of various statutes of limitation or the confirmation of tax positions by tax authorities.

In accordance with ASC 740, the Company recorded a liability of $0.9 million related to an uncertain tax position.

The Company recorded a liability during the second quarter of 2015 of $1.75 million and during the first quarter of 2016 of $1.1 million, inclusive of penalties and interest, for an uncertain tax position. See Note 1 for further information on these items.

During the second quarter of 2016, $0.3 million of liability was released due to the closing of a statute of limitations.

During the third quarter of 2016, $0.8 million of liability was released due to the favorable outcome of communications with a revenue authority related to site compliance for locations with tax advantaged status.

During the third quarter of 2016, $0.5 million of liability was released due to the closing of a statute of limitations.

The Company and its domestic and foreign subsidiaries (including Percepta LLC and its domestic and foreign subsidiaries) file income tax returns as required in the U.S. federal jurisdiction and various state and foreign jurisdictions. The following table presents the major tax jurisdictions and tax years that are open as of December 31, 2017 and subject to examination by the respective tax authorities:


Tax Jurisdiction		Tax Year Ended
United States		2014 to present
Australia		2013 to present
Brazil		2012 to present
Canada		2009 to present
Mexico		2012 to present
Philippines		2015 to present

The Company’s U.S. income tax returns filed for the tax years ending December 31, 2014 to present, remain open tax years. The Company has been notified of the intent to audit, or is currently under audit of, income taxes for Canada for tax years 2009 and 2010, the Philippines for tax year 2015, Ireland for tax year 2016 and the state of Minnesota in the United States for tax years 2014 through 2016. Although the outcome of examinations by taxing authorities are always uncertain, it is the opinion of management that the resolution of these audits will not have a material effect on the Company’s Consolidated Financial Statements. The Company successfully closed their audit in the second quarter of 2017 in Hong Kong for the tax year 2014 with no material changes. The Company also recorded a benefit in the amount of $0.8 million in the financial statements during the fourth quarter related to the favorable resolution of tax audits.

RESTRUCTURING CHARGES, INTEGRATION CHARGES AND IMPAIRMENT LOSSES

12 Months Ended

Dec. 31, 2017

RESTRUCTURING CHARGES AND IMPAIRMENT LOSSES [Abstract]

RESTRUCTURING CHARGES AND IMPAIRMENT LOSSES

(11)RESTRUCTURING CHARGES, INTEGRATION CHARGES AND IMPAIRMENT LOSSES

Restructuring Charges

During the years ended December 31, 2017, 2016 and 2015, the Company continued restructuring activities primarily associated with reductions in the Company’s capacity, workforce and related management in all of its segments to better align the capacity and workforce with current business needs.

During 2017, several restructuring activities were completed related to the purchase of Connextions (see Note 2) including the closure of two delivery centers that came with the acquisition. During 2017, a net $0.4 million severance accrual was recorded in relation to these closures. In conjunction with closing these two delivery centers, a $0.6 million termination fee and a $1.4 million net lease liability and applicable expenses were recorded as of December 31, 2017. These net charges were included in the Consolidated Statements of Comprehensive Income (Loss) during the year ended December 31, 2017.

A summary of the expenses recorded for restructuring and included in Restructuring and integration charges, net in the accompanying Consolidated Statements of Comprehensive Income (Loss) for the years ended December 31, 2017, 2016 and 2015, respectively, is as follows (in thousands):


	Year Ended December 31,
	2017		2016		2015
Reduction in force
Customer Management Services	$	1,012	$	2,837	$	1,482
Customer Growth Services		—		147		22
Customer Technology Services		94		324		13
Customer Strategy Services		55		92		297
Total	$	1,161	$	3,400	$	1,814


	Year Ended December 31,
	2017		2016		2015
Facility exit and other charges
Customer Management Services	$	2,050	$	959	$	—
Customer Growth Services		—		—		—
Customer Technology Services		84		33		—
Customer Strategy Services		85		—		—
Total	$	2,219	$	992	$	—

A rollforward of the activity in the Company’s restructuring accruals for the years ended December 31, 2017 and 2016, respectively, is as follows (in thousands):


	Reduction		Facility Exit and
	in Force		Other Charges		Total

Balance as of December 31, 2015	$	806	$	—	$	806
Expense		3,728		992		4,720
Payments		(2,646)		(894)		(3,540)
Changes due to foreign currency		(92)		—		(92)
Changes in estimates		(328)		—		(328)
Balance as of December 31, 2016		1,468		98		1,566
Expense		1,316		2,219		3,535
Payments		(1,892)		(908)		(2,800)
Changes due to foreign currency		(43)		—		(43)
Changes in estimates		(155)		—		(155)
Balance as of December 31, 2017	$	694	$	1,409	$	2,103

The remaining restructuring accruals are expected to be paid or extinguished during 2018 and are all classified as current liabilities within Other accrued expenses in the Consolidated Balance Sheets.

Integration Charges

During the third and fourth quarters of 2017, as a result of the Connextions acquisition, certain integration activities were completed and $5.6 million and $3.9 million of additional expenses were incurred and paid, respectively. These integration activities included the hiring, training and licensing of a group of employees at new delivery centers as one of the acquired centers was closed during the third quarter of 2017 and one of the acquired centers was closed during the fourth quarter of 2017. In connection with these center closures, leasehold improvements of $3.5 million were written off as a related integration expense. The Company has also incurred significant expenses related to the integration of the IT systems and has paid duplicative software costs and facilities expenses for several areas during the transition period.

Impairment Losses

During each of the periods presented, the Company evaluated the annual recoverability of its leasehold improvement assets at certain customer engagement centers. An asset is considered to be impaired when the anticipated undiscounted future cash flows of its asset group are estimated to be less than the asset group’s carrying value. The amount of impairment recognized is the difference between the carrying value of the asset group and its fair value. To determine fair value, the Company used Level 3 inputs in its discounted cash flows analysis. Assumptions included the amount and timing of estimated future cash flows and assumed discount rates. During 2017, 2016 and 2015, the Company recognized impairment losses related to leasehold improvement assets of zero, zero, and $0.4 million, respectively, in its Customer Management Services segment.

INDEBTEDNESS	12 Months Ended
INDEBTEDNESS	Dec. 31, 2017
INDEBTEDNESS [ABSTRACT]
INDEBTEDNESS	(12)INDEBTEDNESS Credit Facility On February 11, 2016, the Company entered into a First Amendment to our June 3, 2013 Amended and Restated Credit Agreement and Amended and Restated Security Agreement (collectively the “Credit Agreement”) for a senior secured revolving credit facility (the “Credit Facility”) with a syndicate of lenders led by Wells Fargo Bank, National Association. The Credit Agreement provides for a secured revolving credit facility that matures on February 11, 2021 with an initial maximum aggregate commitment of $900.0 million, and an accordion feature of up to $1.2 billion in the aggregate, if certain conditions are satisfied. On October 30, 2017, the Company entered into a Third Amendment to the Credit Agreement and exercised the Credit Facility’s accordion feature to increase the total commitment under the Credit Facility to $1.2 billion. All other material terms of the Credit Agreement remained unchanged. Base rate loans bear interest at a rate equal to the greatest of (i) Wells Fargo’s prime rate, (ii) one half of 1% in excess of the federal funds effective rate, and (iii) 1.25% in excess of the one month London Interbank Offered Rate (“LIBOR”); plus in each case a margin of 0% to 0.75% based on the Company’s net leverage ratio. Eurodollar loans bear interest at LIBOR plus a margin of 1.0% to 1.75% based on the Company’s net leverage ratio. Alternate currency loans bear interest at rates applicable to their respective currencies. Letter of credit fees are one eighth of 1% of the stated amount of the letter of credit on the date of issuance, renewal or amendment, plus an annual fee equal to the borrowing margin for Eurodollar loans. The Credit Facility commitment fees are payable to the lenders in an amount equal to the unused portion of the Credit Facility at a rate of 0.125% to 0.250% based on the Company’s net leverage ratio. The Company is obligated to maintain a maximum net leverage ratio of 3.25 to 1.00, and a minimum interest coverage ratio of 2.50 to 1.00. The Company primarily utilizes its Credit Agreement to fund working capital, general operations, stock repurchases, dividends, and other strategic activities, such as the acquisitions described in Note 2. As of December 31, 2017, and 2016, the Company had borrowings of $344.0 million and $217.3 million, respectively, under its Credit Agreement, and its average daily utilization was $494.7 million and $375.3 million for the years ended December 31, 2017 and 2016, respectively. Based on the current level of availability based on the covenant calculations, the Company’s remaining borrowing capacity was approximately $350 million as of December 31, 2017. As of December 31, 2017, the Company was in compliance with all covenants and conditions under its Credit Agreement.

DEFERRED REVENUE AND COSTS

12 Months Ended

Dec. 31, 2017

DEFERRED REVENUE AND COSTS [ABSTRACT]

DEFERRED REVENUE AND COSTS

(13)DEFERRED REVENUE AND COSTS

Deferred revenue in the accompanying Consolidated Balance Sheets consist of the following (in thousands):


	December 31,
	2017		2016
Deferred Revenue - Current	$	21,628	$	23,318
Deferred Revenue - Long-term		9,632		8,851
Total Deferred Revenue	$	31,260	$	32,169

Deferred costs in the accompanying Consolidated Balance Sheets consist of the following (in thousands):


	December 31,
	2017		2016
Deferred Costs - Current	$	13,649	$	14,755
Deferred Costs - Long-term		9,654		8,124
Total Deferred Costs	$	23,303	$	22,879

COMMITMENTS AND CONTINGENCIES	12 Months Ended
COMMITMENTS AND CONTINGENCIES	Dec. 31, 2017
COMMITMENTS AND CONTINGENCIES [Abstract]
COMMITMENTS AND CONTINGENCIES	(14)COMMITMENTS AND CONTINGENCIES Letters of Credit As of December 31, 2017, outstanding letters of credit under the Credit Agreement totaled $4.5 million and primarily guaranteed workers’ compensation and other insurance related obligations. As of December 31, 2017, letters of credit and contract performance guarantees issued outside of the Credit Agreement totaled $0.7 million. Guarantees Indebtedness under the Credit Agreement is guaranteed by certain of the Company’s present and future domestic subsidiaries. Legal Proceedings From time to time, the Company has been involved in legal actions, both as plaintiff and defendant, which arise in the ordinary course of business. The Company accrues for exposures associated with such legal actions to the extent that losses are deemed both probable and reasonably estimable. To the extent specific reserves have not been made for certain legal proceedings, their ultimate outcome, and consequently, an estimate of possible loss, if any, cannot reasonably be determined at this time. Based on currently available information and advice received from counsel, the Company believes that the disposition or ultimate resolution of any current legal proceedings, except as otherwise specifically reserved for in its financial statements, will not have a material adverse effect on the Company’s financial position, cash flows or results of operations.

LEASES

12 Months Ended

Dec. 31, 2017

LEASES [ABSTRACT]

LEASES

(15)LEASES

The Company has various operating leases primarily for customer engagement centers, equipment, and office space, which generally contain renewal options. Rent expense under operating leases was approximately $46.3 million, $39.5 million and $37.7 million for the years ended December 31, 2017, 2016 and 2015, respectively.

In 2008, the Company sub-leased one of its customer engagement centers to a third party for the remaining term of the original lease. The sub-lease began on January 1, 2009 and rental income is recognized on a straight-line basis over the term of the sub-lease through 2021. Future minimum sub-lease rental receipts are shown in the table below.

The future minimum rental payments and receipts required under non-cancelable operating leases as of December 31, 2017 are as follows (in thousands):


	Operating		Sub-Lease
	Leases		Income
2018	$	44,177	$	(2,470)
2019		34,528		(2,470)
2020		26,471		(2,470)
2021		20,854		(206)
2022		17,215		—
Thereafter		30,984		—
Total	$	174,229	$	(7,616)

The Company records operating lease expense on a straight-line basis over the life of the lease as described in Note 1. The deferred lease liability as of December 31, 2017 and 2016 was $15.7 million and $15.3 million, respectively.

Asset Retirement Obligations

The Company records asset retirement obligations (“ARO”) for several of its customer engagement center leases. Capitalized costs related to ARO’s are included in Other long-term assets in the accompanying Consolidated Balance Sheets while the ARO liability is included in Other long-term liabilities in the accompanying Consolidated Balance Sheets. Following is a summary of the amounts recorded (in thousands):


	Balance at								Balance at
	December 31,		Additions and						December 31,
	2016		Modifications		Accretion		Settlements		2017

ARO liability total	$	1,861	$	317	$	7	$	(247)	$	1,938


	Balance at								Balance at
	December 31,		Additions and						December 31,
	2015		Modifications		Accretion		Settlements		2016

ARO liability total	$	1,641	$	333	$	15	$	(128)	$	1,861

Increases to ARO result from a new lease agreement or modifications on an ARO from a preexisting lease agreement. Modifications to ARO liabilities and accumulated accretion occur when lease agreements are amended or when assumptions change, such as the rate of inflation. Modifications are accounted for prospectively as changes in estimates. Settlements occur when leased premises are vacated and the actual cost of restoration is paid. Differences between the actual costs of restoration and the balance recorded as ARO liabilities are recognized as gains or losses in the accompanying Consolidated Statements of Comprehensive Income (Loss).

MANDATORILY REDEEMABLE NONCONTROLLING INTEREST

12 Months Ended

Dec. 31, 2017

Mandatorily Redeemable Noncontrolling Interest [Abstract]

Mandatorily Redeemable Noncontrolling Interest

(16)MANDATORILY REDEEMABLE NONCONTROLLING INTEREST

The Company held an 80% interest in iKnowtion until January 1, 2016 when the additional 20% was purchased. In the event iKnowtion met certain EBITDA targets for calendar year 2015, the purchase and sale agreement required TTEC to purchase the remaining 20% interest in iKnowtion in 2016 for an amount equal to a multiple of iKnowtion’s 2015 EBITDA as defined in the purchase and sale agreement. These terms represented a contingent redemption feature which the Company determined was probable of being achieved.

Based on final EBITDA for 2015, the payment for the remaining 20% was completed in April 2016 for the value shown in the table below in accordance with the purchase and sale agreement.

The Company has recorded the mandatorily redeemable noncontrolling interest at the redemption value based on the corresponding EBITDA multiples as prescribed in the purchase and sale agreement at the end of each reporting period. At the end of each reporting period the changes in the redemption value are recorded in retained earnings. Since the EBITDA multiples as defined in the purchase and sale agreement are below the current market multiple, the Company has determined that there is no preferential treatment to the noncontrolling interest shareholders resulting in no impact to earnings per share.

A rollforward of the mandatorily redeemable noncontrolling interest is as follows (in thousands):


	Year Ended December 31,
	2017		2016
Mandatorily redeemable noncontrolling interest, January 1	$	—	$	4,131
Net income attributable to mandatorily redeemable noncontrolling interest		—		—
Working capital distributed to mandatorily redeemable noncontrolling interest		—		(492)
Change in redemption value		—		466
Purchase of mandatorily redeemable noncontrolling interest		—		(4,105)
Mandatorily redeemable noncontrolling interest, December 31	$	—	$	—

NET INCOME PER SHARE

12 Months Ended

Dec. 31, 2017

Net income per share attributable to TeleTech stockholders

NET INCOME PER SHARE

(18)NET INCOME PER SHARE

The following table sets forth the computation of basic and diluted shares for the periods indicated (in thousands):


	Year Ended December 31,
	2017	2016	2015

Shares used in basic earnings per share calculation	45,826	47,423	48,370
Effect of dilutive securities:
Stock options	10	10	275
Restricted stock units	536	286	338
Performance-based restricted stock units	10	17	28
Total effects of dilutive securities	556	313	641
Shares used in dilutive earnings per share calculation	46,382	47,736	49,011

For the years ended December 31, 2017, 2016 and 2015, zero, 0.1 million and 0.1 million, respectively, of options to purchase shares of common stock were outstanding but not included in the computation of diluted net income per share because the exercise price exceeded the value of the shares and the effect would have been anti-dilutive. For the years ended December 31, 2017, 2016 and 2015, restricted stock units of 0.0 million, 0.1 million, and 0.4 million, respectively, were outstanding but not included in the computation of diluted net income per share because the effect would have been anti-dilutive. For the years ended December 31, 2017, 2016 and 2015, there were no performance-based restricted stock units outstanding but not included in the computation of diluted net income per share.

EMPLOYEE COMPENSATION PLANS

12 Months Ended

Dec. 31, 2017

EMPLOYEE COMPENSATION PLANS [Abstract]

EMPLOYEE COMPENSATION PLANS

(19)EMPLOYEE COMPENSATION PLANS

Employee Benefit Plan

The Company currently has a 401(k) profit-sharing plan that allows participation by U.S. employees who have completed six months of service, as defined, and are 21 years of age or older. Participants may defer up to 75% of their gross pay, up to a maximum limit determined by U.S. federal law. Participants are also eligible for a matching contribution. The Company may from time to time, at its discretion, make a “matching contribution” based on the amount and rate of the elective deferrals. The Company determines how much, if any, it will contribute for each dollar of elective deferrals. Participants vest in matching contributions over a three-year period. Company matching contributions to the 401(k) plan(s) totaled $5.7 million, $5.1 million and $4.6 million for the years ended December 31, 2017, 2016 and 2015, respectively.

Equity Compensation Plans

In February 1999, the Company adopted the TeleTech Holdings, Inc. 1999 Stock Option and Incentive Plan (the “1999 Plan”). An aggregate of 14.0 million shares of common stock were reserved for issuance under the 1999 Plan, which permitted the award of incentive stock options, non-qualified stock options, stock appreciation rights, shares of restricted common stock and restricted stock units (“RSUs”). The 1999 Plan also provided for annual equity-based compensation grants to members of the Company’s Board of Directors. Options granted to employees generally vested over four to five years and had a contractual life of ten years. Options issued to Directors vested immediately and had a contractual life of ten years. In May 2009, the Company adopted a policy to issue RSUs to Directors, which generally vest over one year.

In May 2010, the Company adopted the 2010 Equity Incentive Plan (the “2010 Plan”). Upon adoption of the 2010 Plan, all authorized and unissued equity in the 1999 Plan were cancelled. An aggregate of 4.0 million shares of common stock has been reserved for issuance under the 2010 Plan, which permits the award of incentive stock options, non-qualified stock options, stock appreciation rights, shares of restricted common stock and RSUs. As of December 31, 2017, a total of 4.0 million shares were authorized and 1.1 million shares were available for issuance under the 2010 Plan.

For the years ended December 31, 2017, 2016, and 2015, the Company recorded total equity-based compensation expense under all equity-based arrangements (stock options and RSUs) of $11.9 million, $9.8 million and $11.3 million, respectively. For 2017, 2016 and 2015, of the total compensation expense, $4.1 million, $3.1 million and $2.9 million was recognized in Cost of services and $7.8 million, $6.7 million and $8.4 million, was recognized in Selling, general and administrative in the Consolidated Statements of Comprehensive Income (Loss), respectively. For the years ended December 31, 2017, 2016, and 2015, the Company recognized a tax benefit under all equity-based arrangements (stock options and RSUs) of $6.8 million, $5.0 million and $6.7 million, respectively.

Restricted Stock Units

2017, 2016 and 2015 RSU Awards: The Company granted RSUs in 2017, 2016 and 2015 to new and existing employees that vest over four or five years. The Company also granted RSUs in 2017, 2016 and 2015 to members of the Board of Directors that vest over one year.

During 2015, the Company granted performance-based RSUs to an executive the amount of which is determinable based on a reporting segment of the Company achieving incremental operating income for each year from 2015-2017. During 2015 and 2016, based on operating income performance for reporting segment of the Company, approximately $0.4 million and $0.1 million of RSUs were earned. These RSUs were granted in March 2016 and March 2017, respectively, and will vest 12 months from the grant date. During 2017, the Company cancelled the 2017 performance grant.

Summary of RSUs: Settlement of the RSUs shall be made in shares of the Company’s common stock by delivery of one share of common stock for each RSU then being settled. The Company calculates the fair value for RSUs based on the closing price of the Company’s stock on the date of grant and records compensation expense over the vesting period using a straight-line method. The Company factors an estimated forfeiture rate in calculating compensation expense on RSUs and adjusts for actual forfeitures upon the vesting of each tranche of RSUs. The Company also factors in the present value of the estimated dividend payments that will have accrued as these RSUs are vesting.

The weighted average grant-date fair value of RSUs, including performance-based RSUs, granted during the years ended December 31, 2017, 2016, and 2015 was $29.56, $26.60, and $26.52, respectively. The total intrinsic value and fair value of RSUs vested during the years ended December 31, 2017, 2016, and 2015 was $10.6 million, $10.8 million, and $13.0 million, respectively.

A summary of the status of the Company’s non-vested RSUs and performance-based RSUs and activity for the year ended December 31, 2017 is as follows:


		Weighted
		Average
		Grant Date
	Shares	Fair Value

Unvested as of December 31, 2016	1,167,621	$	25.29
Granted	731,817	$	29.56
Vested	(439,601)	$	24.25
Cancellations/expirations	(169,410)	$	26.77
Unvested as of December 31, 2017	1,290,427	$	27.87

All RSUs vested during the year ended December 31, 2017 were issued out of treasury stock. As of December 31, 2017, there was approximately $23.7 million of total unrecognized compensation expense and approximately $51.9 million in total intrinsic value related to non-vested RSU grants. The unrecognized compensation expense will be recognized over the remaining weighted-average vesting period of 1.5 years using the straight-line method.

Stock Options

During the year ended December 31, 2011, the Company granted 150,000 stock options to a key employee. The stock option award is made up of four separate tranches. Each tranche will vest based on certain stock price targets (market conditions). The grant date fair values of each tranche were calculated using a Monte Carlo simulation model in addition to a time-based binomial lattice model. The following table provides the assumptions used in the time-based binomial lattice model for each tranche granted:


	Year Ended December 31,
	2011
Risk-free interest rate			2.1	%
Expected life in years	1.3	-	2.7
Expected volatility			54.4	%
Dividend yield			—	%
Weighted-average volatility			54.4	%

The Company estimated the expected term based on historical averages of option exercises and expirations. The calculation of expected volatility is based on the historical volatility of the Company’s common stock over the expected term. The risk-free interest rate is based on the yield on the grant measurement date of a traded zero-coupon U.S. Treasury bond, as reported by the U.S. Federal Reserve, with a term equal to the expected term of the stock option granted. The Company factored an estimated forfeiture rate and adjusted for actual forfeitures upon the vesting of each tranche of options.

A summary of stock option activity for the year ended December 31, 2017 is as follows:


				Weighted
		Weighted		Average	Aggregate
		Average		Remaining	Intrinsic
		Exercise		Contract	Value
	Shares	Price		Term in Years	(000’s)

Outstanding as of December 31, 2016	191,666	$	22.83	3.23
Exercises	(60,000)	$	35.81		$	194
Post-vest cancellations/expirations	(16,666)	$	17.31
Outstanding as of December 31, 2017	115,000	$	16.86	3.46

Vested and exercisable as of December 31, 2017	15,000	$	13.87	0.71	$	396

There were no stock options granted during 2017, 2016 or 2015. The total intrinsic value of options exercised during the years ended December 31, 2017, 2016 and 2015 was $194 thousand, $400 thousand and $13.9 million, respectively. The total fair value of stock options vested during the years ended December 31, 2017, 2016 and 2015 was zero, respectively.

Cash received from option exercises under the Plans for the years ended December 31, 2017, 2016 and 2015 was $2.1 million, $0.4 million and $0.8 million, respectively. The recognized tax benefit from option exercises for the years ended December 31, 2017, 2016 and 2015 was $0.0 million, $0.2 million and $1.0 million, respectively. Shares issued for options exercised during the year ended December 31, 2017 were issued out of treasury stock.

STOCK REPURCHASE PROGRAM	12 Months Ended
STOCK REPURCHASE PROGRAM	Dec. 31, 2017
STOCK REPURCHASE PROGRAM [ABSTRACT]
STOCK REPURCHASE PROGRAM	(20)STOCK REPURCHASE PROGRAM Stock Repurchase Program The Company has a stock repurchase program, which was initially authorized by the Company’s Board of Directors in November 2001. As of December 31, 2017, the cumulative authorized repurchase allowance was $762.3 million. During the year ended December 31, 2017, the Company purchased 0.6 million shares for $18.3 million. Since inception of the program, the Company has purchased 46.1 million shares for $735.8 million. As of December 31, 2017, the remaining allowance under the program was approximately $26.6 million. For the period from January 1, 2018 through February 28, 2018, the Company did not purchase any additional shares. The stock repurchase program does not have an expiration date.

RELATED PARTY TRANSACTIONS	12 Months Ended
RELATED PARTY TRANSACTIONS	Dec. 31, 2017
RELATED PARTY TRANSACTIONS [ABSTRACT]
RELATED PARTY TRANSACTIONS	(21)RELATED PARTY TRANSACTIONS The Company entered into an agreement under which Avion, LLC (“Avion”) and Airmax LLC (“Airmax”) provide certain aviation flight services as requested by the Company. Such services include the use of an aircraft and flight crew. Kenneth D. Tuchman, Chairman and Chief Executive Officer of the Company, has a 100% beneficial ownership interest in Avion and Airmax. During 2017, 2016 and 2015, the Company expensed $1.1 million, $1.0 million and $1.7 million, respectively, to Avion and Airmax for services provided to the Company. There was $375 thousand in payments due and outstanding to Avion and Airmax as of December 31, 2017. During 2014, the Company entered into a vendor contract with Convercent Inc. to provide learning management and web and telephony based global helpline solutions. This contract was renewed, after an arms-length market pricing review, in the fourth quarter of 2016. The majority owner of Convercent is a company which is owned and controlled by Kenneth D. Tuchman, Chairman and Chief Executive Officer of the Company. During 2017 and 2016, the Company expensed $70 thousand and $100 thousand, respectively, to Convercent and is expecting to spend another $60 thousand with Convercent during 2018. During 2015, the Company entered into a vendor contract with Netlink to help the Company develop a key stroke monitoring solution. Shrikant Mehta, one of the Board of Directors, has an ownership interest in Netlink. During 2015, the Company paid $98 thousand to Netlink for these services. The Company did not use Netlink services in 2016 or 2017 and has no plans to make additional payment to Netlink at this time. During 2015, the Company entered into a contract to purchase software from CaféX, which is a company that TTEC holds a 17.2% equity investment in. During 2017, 2016 and 2015, the Company purchased $0.1 million, $0.4 million and $0.25 million, respectively, of software from CaféX. See Note 2 for further information regarding this investment. During 2017, in connection with the Motif acquisition, the Company is now a party to a real estate lease for a building that is owned by one of the Motif Founders. The lease expires in 2020 and has future payments of approximately $142 thousand.

OTHER FINANCIAL INFORMATION

12 Months Ended

Dec. 31, 2017

OTHER FINANCIAL INFORMATION [ABSTRACT]

OTHER FINANCIAL INFORMATION

(22)OTHER FINANCIAL INFORMATION

Self-insurance liabilities of the Company which are included in Accrued employee compensation and benefits and Other accrued expenses in the accompanying Consolidated Balance Sheets were as follows (in thousands):


	December 31,
	2017		2016
Workers compensation	$	5,312	$	1,523
Employee health and dental insurance		1,631		4,908
Total self-insurance liabilities	$	6,943	$	6,431

QUARTERLY FINANCIAL DATA (UNAUDITED)

12 Months Ended

Dec. 31, 2017

QUARTERLY FINANCIAL DATA (UNAUDITED) [ABSTRACT]

QUARTERLY FINANCIAL DATA (UNAUDITED)

(23)QUARTERLY FINANCIAL DATA (UNAUDITED)

The following tables present certain quarterly financial data for the year ended December 31, 2017 (in thousands except per share amounts).


	First		Second		Third		Fourth
	Quarter		Quarter		Quarter		Quarter

Revenue	$	338,277	$	353,429	$	359,036	$	426,623
Cost of services		253,898		268,004		275,548		312,618
Selling, general and administrative		43,220		43,985		45,167		49,942
Depreciation and amortization		14,500		16,258		16,515		17,234
Restructuring and integration charges, net		169		3,593		6,006		4,897
Impairment losses		—		—		—		5,322
Income from operations		26,490		21,589		15,800		36,610
Other income (expense)		(932)		(4,198)		1,846		(8,318)
(Provision for) benefit from income taxes		(5,391)		(1,597)		(2,071)		(69,016)
Non-controlling interest		(922)		(1,100)		(806)		(728)
Net income (loss) attributable to TTEC stockholders	$	19,245	$	14,694	$	14,769	$	(41,452)

Weighted average shares outstanding
Basic		45,950		45,662		45,838		45,856
Diluted		46,315		46,150		46,367		46,461

Net income per share attributable to TTEC stockholders
Basic	$	0.42	$	0.32	$	0.32	$	(0.90)
Diluted	$	0.42	$	0.32	$	0.32	$	(0.89)

Included in Other income (expense) in the second quarter is a $3.2 million expense related to additional estimated loss on one of the units being reported as Assets Held for Sale. In the fourth quarter, we sold this unit and a net $0.6 million gain was recorded.

Included in Other income (expense) in the third quarter, was a $3.2 million gain related to dissolution of a foreign entity and a release of its cumulative translation adjustment.

Included in Other income (expense) in the fourth quarter is a $5.25 million expense related to finalization of the transition services agreement for the Connextions acquisition, and a $1.2 million interest charge related to the future purchase for the remaining 30% of the Motif acquisition.

Included in the Provision for Income Taxes is $62.4 million of expense in the fourth quarter related to the US 2017 Tax Act, $0.4 million of expense in the fourth quarter, $1.3 million of expense in the third quarter and $1.3 million of benefit in the second quarter related to the disposition of assets, $1.9 million of benefit in the fourth quarter related to impairments, a $1.9 million benefit in the fourth quarter, a $2.4 million benefit in the third quarter and a $1.5 million benefit in the second quarter related to restructuring charges. Also included is $0.6 million of expense in the fourth quarter related to changes in valuation allowances. Additionally, $0.3 million of benefit was recorded in the fourth quarter, $0.2 million of expense was recorded in the third quarter, $0.7 million of benefit recorded in the second quarter, and $0.3 million of expense was recorded in the first quarter related to return to provision adjustments. Also included in the fourth quarter was $2.1 million of benefit related to transition service agreement. Finally, a $0.2 million benefit was recorded in the fourth quarter, a $1.0 million benefit was recorded in the third quarter, a $0.7 million benefit was recorded in the second quarter and a $0.3 million benefit was recorded in the first quarter related to stock options.

The following tables present certain quarterly financial data for the year ended December 31, 2016 (in thousands except per share amounts).


	First		Second		Third		Fourth
	Quarter		Quarter		Quarter		Quarter

Revenue	$	312,410	$	305,105	$	312,796	$	344,947
Cost of services		231,340		226,768		233,541		249,943
Selling, general and administrative		45,500		44,774		40,628		44,895
Depreciation and amortization		17,729		17,221		16,811		16,914
Restructuring and integration charges, net		88		114		3,688		502
Impairment losses		—		—		5,602		26,448
Income from operations		17,753		16,228		12,526		6,245
Other income (expense)		(1,320)		(734)		(690)		290
Provision for income taxes		(4,528)		(2,952)		813		(6,196)
Non-controlling interest		(680)		(926)		(1,198)		(953)
Net income attributable to TTEC stockholders	$	11,225	$	11,616	$	11,451	$	(614)

Weighted average shares outstanding
Basic		48,368		47,873		47,081		46,386
Diluted		48,746		48,221		47,315		46,677

Net income per share attributable to TTEC stockholders
Basic	$	0.23	$	0.24	$	0.24	$	(0.01)
Diluted	$	0.23	$	0.24	$	0.24	$	(0.01)

Included in Other income (expense) in the third quarter is $4.3 million benefit related to fair value adjustments to the contingent consideration related to revised estimates of the performance against the targets for one of the Company’s acquisitions.

Included in Other income (expense) in the third quarter is a $5.3 million expense related to the determination that two business units would be divested and are being reported as Assets Held for Sale.

Included in the Provision for Income Taxes is a $1.3 million benefit in the third quarter and a $0.2 million benefit in the fourth quarter related to restructuring charges. Also included are a $0.1 million of benefit in the first quarter, $1.0 million of expense in the second quarter, and $0.4 million of benefit in the fourth quarter related to changes in valuation allowances. Also included are $0.7 million of expense recorded in the second quarter, $0.6 million of expense recorded in the third quarter and $0.4 million of expense recorded in the fourth quarter related to return to provision adjustments. Additionally, in the fourth quarter there was $1.1 million of expense related to a transfer pricing adjustment for a prior period. Also included are a $0.5 million expense in the fourth quarter related to tax rate changes. Finally, there was a $1.5 million benefit in the third quarter and a $8.3 million benefit in the fourth quarter related to impairments and assets held for sale.

OVERVIEW AND BASIS OF PRESENTATION (POLICIES)

12 Months Ended

Dec. 31, 2017

OVERVIEW AND BASIS OF PRESENTATION [Abstract]

Overview

Basis Of Presentation

Basis of Presentation

Use of Estimates

Concentration of Credit Risk

Fair Value of Financial Instruments

Fair values of cash equivalents, accounts receivable and payable and debt approximate the carrying amounts because of their short-term nature.

Cash and Cash Equivalents, Policy [Policy Text Block]

Cash and Cash Equivalents

Accounts Receivable

Derivatives.

Derivatives

Property, Plant and Equipment, Policy [Policy Text Block]

Property, Plant and Equipment

Property, plant and equipment are stated at historical cost less accumulated depreciation and amortization. Maintenance, repairs and minor renewals are expensed as incurred.

Depreciation and amortization are computed on the straight-line method based on the following estimated useful lives:


Building		30 years
Computer equipment and software		3 to 7 years
Telephone equipment		4 to 7 years
Furniture and fixtures		5 years
Leasehold improvements		Lesser of economic useful life (typically 10 years) or original lease term
Other		3 to 7 years

Software Development Costs

Goodwill Policy

Goodwill

Other Intangible Assets

Self Insurance Liabilities [Policy Text Block]

Self Insurance Liabilities

Restructuring Liabilities

Income Taxes.

Income Taxes

Tax Reform

Equity-Based Compensation Expense

Tax Reform

Equity-Based Compensation Expense

Foreign Currency Translation

Revenue Recognition

Deferred Revenue and Costs

Rent Expense

Asset Retirement Obligations

Recently Issued Accounting Pronouncements

OVERVIEW AND BASIS OF PRESENTATION (TABLES)

12 Months Ended

Dec. 31, 2017

OVERVIEW AND BASIS OF PRESENTATION [Abstract]

Schedule of property, plant and equipment useful lives

Depreciation and amortization are computed on the straight-line method based on the following estimated useful lives:


Building		30 years
Computer equipment and software		3 to 7 years
Telephone equipment		4 to 7 years
Furniture and fixtures		5 years
Leasehold improvements		Lesser of economic useful life (typically 10 years) or original lease term
Other		3 to 7 years

ACQUISITIONS AND DIVESTITURES (TABLES)

12 Months Ended

Dec. 31, 2017

ACQUISITIONS [ABSTRACT]

Schedule of Assets Acquired and Liabilities Assumed

The following summarizes the preliminary estimated fair values of the identifiable assets acquired and liabilities assumed as of the acquisition date. (in thousands):


	Preliminary
	Estimate of
	Acquisition Date
	Fair Value
Cash	$	5,997
Accounts receivable, net		5,187
Prepaid expenses		1,248
Other current assets		670
Property, plant and equipment		2,182
Income tax receivable		1,691
Customer relationships		37,200
Goodwill		39,272
	$	93,447

Accounts payable	$	2,914
Accrued employee compensation and benefits		5,249
Accrued expenses		104
Deferred tax liability		11,402
Other		340
	$	20,009

Total purchase price	$	73,438

The following summarizes the fair values of the identifiable assets acquired and liabilities assumed as of the acquisition date (in thousands):


	Acquisition Date
	Fair Value
Cash	$	—
Accounts receivable, net		15,959
Prepaid expenses		241
Other current assets		51
Property, plant and equipment		7,594
Customer relationships		35,000
Goodwill		35,272
	$	94,117

Accounts payable	$	1
Accrued employee compensation and benefits		346
Accrued expenses		386
Deferred tax liabilities		15,273
Deferred revenue		399
	$	16,405

Total purchase price	$	77,712

The following summarizes the preliminary estimated fair values of the identifiable assets acquired and liabilities assumed as of the acquisition date. (in thousands):


	Acquisition Date
	Fair Value
Cash	$	2,655
Accounts receivable, net		18,449
Other assets		615
Property, plant and equipment		3,161
Deferred tax assets, net		638
Customer relationships		10,500
Goodwill		20,275
		56,293

Accounts payable		1,199
Accrued employee compensation and benefits		2,418
Accrued expenses		2,597
Other		1,678
		7,892

Total purchase price	$	48,401

Assets and Liabilities Held for Sale

The following table presents information related to the major components of assets and liabilities that were classified as held for sale in the Consolidated Balance Sheet as of December 31, 2017.


	As of
	December 31, 2017
Cash	$	—
Accounts receivable, net		6,151
Allowance for doubtful accounts		—
Other assets		303
Property, plant and equipment		49
Deferred tax assets, net		—
Customer relationships		999
Goodwill		3,033
Other intangible assets		—
Allowance for reduction of assets held for sale		(2,700)
Total assets	$	7,835

Accounts payable	$	413
Accrued employee compensation and benefits		833
Accrued expenses		54
Other		22
Total liabilities	$	1,322

- Definition

Tabular disclosure of information related to a disposal group. Includes, but is not limited to, a discontinued operation, disposal classified as held-for-sale or disposed of by means other than sale or disposal of an individually significant component.

+ References

Reference 1: http://www.xbrl.org/2003/role/presentationRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 205
-SubTopic 20
-Section 45
-Paragraph 11
-URI http://asc.fasb.org/extlink&oid=65878427&loc=SL51721533-107759

Reference 2: http://www.xbrl.org/2003/role/presentationRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 205
-SubTopic 20
-Section 50
-Paragraph 4B
-URI http://asc.fasb.org/extlink&oid=64827811&loc=SL51721665-107760

Reference 3: http://www.xbrl.org/2003/role/presentationRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 205
-SubTopic 20
-Section 50
-Paragraph 3
-URI http://asc.fasb.org/extlink&oid=64827811&loc=d3e1474-107760

Reference 4: http://www.xbrl.org/2003/role/presentationRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 205
-SubTopic 20
-Section 50
-Paragraph 1
-URI http://asc.fasb.org/extlink&oid=64827811&loc=d3e1361-107760

Reference 5: http://www.xbrl.org/2003/role/presentationRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 205
-SubTopic 20
-Section 50
-Paragraph 7
-URI http://asc.fasb.org/extlink&oid=64827811&loc=SL51721683-107760

Reference 6: http://www.xbrl.org/2003/role/presentationRef
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-Name Accounting Standards Codification
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Reference 7: http://www.xbrl.org/2003/role/presentationRef
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-Name Accounting Standards Codification
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Reference 8: http://www.xbrl.org/2003/role/presentationRef
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Reference 10: http://www.xbrl.org/2003/role/presentationRef
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Reference 11: http://www.xbrl.org/2003/role/presentationRef
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-Publisher FASB
-Name Accounting Standards Codification
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+ Details

SEGMENT INFORMATION (TABLES)

12 Months Ended

Dec. 31, 2017

SEGMENT INFORMATION [ABSTRACT]

Schedule of Segment Selected Financial Data

The following tables present certain financial data by segment (in thousands):

Year Ended December 31, 2017


							Depreciation
	Gross		Intersegment		Net		&		Income from
	Revenue		Sales		Revenue		Amortization		Operations
Customer Management Services	$	1,141,779	$	(19)	$	1,141,760	$	52,193	$	78,206
Customer Growth Services		128,698		—		128,698		2,959		7,803
Customer Technology Services		138,918		(337)		138,581		7,092		12,047
Customer Strategy Services		68,326		—		68,326		2,263		2,433
Total	$	1,477,721	$	(356)	$	1,477,365	$	64,507	$	100,489

Year Ended December 31, 2016


							Depreciation
	Gross		Intersegment		Net		&		Income from
	Revenue		Sales		Revenue		Amortization		Operations
Customer Management Services	$	924,654	$	(329)	$	924,325	$	48,770	$	50,541
Customer Growth Services		141,005		—		141,005		5,905		6,969
Customer Technology Services		141,865		(611)		141,254		10,645		933
Customer Strategy Services		68,674		—		68,674		3,355		(5,691)
Total	$	1,276,198	$	(940)	$	1,275,258	$	68,675	$	52,752

Year Ended December 31, 2015


							Depreciation
	Gross		Intersegment		Net		&		Income from
	Revenue		Sales		Revenue		Amortization		Operations
Customer Management Services	$	913,272	$	—	$	913,272	$	44,633	$	58,018
Customer Growth Services		129,021		—		129,021		6,065		3,077
Customer Technology Services		157,838		(232)		157,606		9,775		13,339
Customer Strategy Services		86,856		—		86,856		3,335		15,746
Total	$	1,286,987	$	(232)	$	1,286,755	$	63,808	$	90,180



	For the Year Ended December 31,
	2017		2016		2015
Capital Expenditures
Customer Management Services	$	48,069	$	40,321	$	56,570
Customer Growth Services		871		4,185		4,681
Customer Technology Services		2,308		5,217		4,216
Customer Strategy Services		710		1,109		1,128
Total	$	51,958	$	50,832	$	66,595


	December 31,
	2017		2016		2015
Total Assets
Customer Management Services	$	869,594	$	585,679	$	525,470
Customer Growth Services		41,036		71,540		75,291
Customer Technology Services		100,351		115,537		146,480
Customer Strategy Services		67,755		73,548		96,086
Total	$	1,078,736	$	846,304	$	843,327

	December 31,
	2017		2016		2015
Goodwill
Customer Management Services	$	119,497	$	42,589	$	23,218
Customer Growth Services		24,439		24,439		24,439
Customer Technology Services		40,839		41,500		41,500
Customer Strategy Services		21,919		21,120		25,026
Total	$	206,694	$	129,648	$	114,183

Schedule of Revenue by Geographic Area

The following tables present certain financial data based upon the geographic location where the services are provided (in thousands):


	As of and for the
	Year Ended December 31,
	2017		2016		2015
Revenue
United States	$	820,597	$	693,023	$	679,959
Philippines		353,122		351,853		343,013
Latin America		130,082		122,347		147,267
Europe / Middle East / Africa		62,597		65,866		78,182
Asia Pacific / India		36,715		28,219		32,554
Canada		74,252		13,950		5,780
Total	$	1,477,365	$	1,275,258	$	1,286,755

Property, plant and equipment, gross
United States	$	490,110	$	441,222	$	415,918
Philippines		137,683		133,214		140,712
Latin America		51,451		50,605		49,464
Europe / Middle East / Africa		10,231		8,805		14,567
Asia Pacific / India		24,592		23,484		23,181
Canada		15,912		19,988		16,239
Total	$	729,979	$	677,318	$	660,081

Other long-term assets
United States	$	46,029	$	36,442	$	34,007
Philippines		7,753		8,194		5,220
Latin America		1,475		1,161		1,161
Europe / Middle East / Africa		1,950		1,099		811
Asia Pacific / India		4,326		110		165
Canada		324		514		1,122
Total	$	61,857	$	47,520	$	42,486

ACCOUNTS RECEIVABLE AND SIGNIFICANT CLIENTS (TABLES)

12 Months Ended

Dec. 31, 2017

ACCOUNTS RECEIVABLE AND SIGNIFICANT CLIENTS [Abstract]

Schedule of Accounts Receivable

Accounts receivable, net in the accompanying Consolidated Balance Sheets consists of the following (in thousands):


	December 31,
	2017		2016
Accounts receivable	$	386,672	$	301,470
Less: Allowance for doubtful accounts		(921)		(662)
Accounts receivable, net	$	385,751	$	300,808

Schedule of Change in Allowance for Doubtful Accounts

Activity in the Company’s Allowance for doubtful accounts consists of the following (in thousands):


	December 31,
	2017		2016		2015
Balance, beginning of year	$	662	$	2,176	$	3,425
Provision for doubtful accounts		458		1,164		1,465
Uncollectible receivables written-off		(180)		(2,670)		(2,035)
Effect of foreign currency and other		(19)		(8)		(679)
Balance, end of year	$	921	$	662	$	2,176

Schedule of Revenue from Significant Clients


	Year Ended December 31,
	2017		2016		2015

Telecommunications client	9	%	10	%	10	%

Schedule of Accounts Receivable Outstanding from Significant Clients

Accounts receivable from this client was as follows (in thousands):


	Year Ended December 31,
	2017		2016		2015

Telecommunications client	$	26,920	$	28,080	$	23,953

PROPERTY PLANT AND EQUIPMENT (TABLES)

12 Months Ended

Dec. 31, 2017

PROPERTY PLANT AND EQUIPMENT [ABSTRACT]

Schedule of Property, Plant and Equipment

Property, plant and equipment consisted of the following (in thousands):


	December 31,
	2017		2016
Land and buildings	$	38,858	$	38,868
Computer equipment and software		390,899		364,854
Telephone equipment		46,521		42,858
Furniture and fixtures		76,856		68,248
Leasehold improvements		176,467		162,232
Motor vehicles		158		143
Construction-in-progress and other		220		115
Property, plant and equipment, gross		729,979		677,318
Less: Accumulated depreciation and amortization		(566,682)		(526,281)
Property, plant and equipment, net	$	163,297	$	151,037

GOODWILL (TABLES)

12 Months Ended

Dec. 31, 2017

GOODWILL [ABSTRACT]

Schedule of Goodwill Rollforward

Goodwill consisted of the following (in thousands):


							Effect of
	December 31,		Acquisitions /				Foreign		December 31,
	2016		Adjustments		Impairments		Currency		2017

Customer Management Services	$	42,589	$	73,934	$	—	$	2,974	$	119,497
Customer Growth Services		24,439		—		—		—		24,439
Customer Technology Services		41,500		(661)		—		—		40,839
Customer Strategy Services		21,120		—		—		799		21,919
Total	$	129,648	$	73,273	$	—	$	3,773	$	206,694


							Effect of
	December 31,		Acquisitions /				Foreign		December 31,
	2015		Adjustments		Impairments		Currency		2016

Customer Management Services	$	23,218	$	21,030	$	(1,363)	$	(296)	$	42,589
Customer Growth Services		24,439		—		—		—		24,439
Customer Technology Services		41,500		—		—		—		41,500
Customer Strategy Services		25,026		(3,033)		—		(873)		21,120
Total	$	114,183	$	17,997	$	(1,363)	$	(1,169)	$	129,648

OTHER INTANGIBLE ASSETS (TABLES)

12 Months Ended

Dec. 31, 2017

OTHER INTANGIBLE ASSETS [Abstract]

Schedule of Intangible Assets (Excluding Goodwill)

Other intangible assets which are included in Other long-term assets in the accompanying Consolidated Balance Sheets consisted of the following (in thousands):


							Acquisitions		Effect of
	December 31,						and		Foreign		December 31,
	2016		Amortization		Impairments		Adjustments		Currency		2017
Customer relationships, gross	$	50,454	$	—	$	—	$	72,492	$	1,829	$	124,775
Customer relationships - accumulated amortization		(25,943)		(7,213)		—		(210)		(194)		(33,560)
Other intangible assets, gross		4,589		—		—		151		44		4,784
Other intangible assets - accumulated amortization		(3,978)		(254)		—		1		318		(3,913)
Trade name - indefinite life		5,665		—		(5,322)		—		(343)		—
Other intangible assets, net	$	30,787	$	(7,467)	$	(5,322)	$	72,434	$	1,654	$	92,086


							Acquisitions		Effect of
	December 31,						and		Foreign		December 31,
	2015		Amortization		Impairments		Adjustments		Currency		2016
Customer relationships, gross	$	62,257	$	—	$	(17,150)	$	6,588	$	(1,241)	$	50,454
Customer relationships - accumulated amortization		(30,180)		(7,246)		6,120		5,097		266		(25,943)
Other intangible assets, gross		13,750		—		(5,566)		(3,701)		106		4,589
Other intangible assets - accumulated amortization		(8,755)		(2,285)		3,956		2,929		177		(3,978)
Trade name - indefinite life		14,143		—		(8,682)		—		204		5,665
Other intangible assets, net	$	51,215	$	(9,531)	$	(21,322)	$	10,913	$	(488)	$	30,787

Future Amortization Expense of Finite Lived Intangible Assets

Expected future amortization of other intangible assets as of December 31, 2017 is as follows (in thousands):


2018	$	10,903
2019		10,682
2020		9,381
2021		8,850
2022		8,160
Thereafter		44,110
Total	$	92,086

DERIVATIVES (TABLES)

12 Months Ended

Dec. 31, 2017

DERIVATIVES [ABSTRACT]

Schedule of Cash Flow Hedges OCI Rollforward


	Year Ended December 31,
	2017		2016		2015

Aggregate unrealized net gain/(loss) at beginning of period	$	(32,393)	$	(26,885)	$	(18,345)
Add: Net gain/(loss) from change in fair value of cash flow hedges		31,053		11,242		(16,349)
Less: Net (gain)/loss reclassified to earnings from effective hedges		(14,406)		(16,750)		7,809
Aggregate unrealized net gain/(loss) at end of period	$	(15,746)	$	(32,393)	$	(26,885)

Schedule of Notional Amounts of Outstanding Cash Flow Hedges

Local

Currency

U.S. Dollar

% Maturing

Contracts

Notional

in the next

Maturing

As of December 31, 2017

Amount

12 months

Through

Philippine Peso

10,685,000

219,917

(1)

62.3

August 2021

Mexican Peso

1,609,000

93,589

41.0

May 2021

313,506


	Local
	Currency	U.S. Dollar
	Notional	Notional
As of December 31, 2016	Amount	Amount
Philippine Peso	14,315,000		301,134	(1)
Mexican Peso	2,089,000		129,375
		$	430,509

(1)

Schedule of Interest Rate Swaps

Contract

Notional

Variable Rate

Fixed Rate

Commencement

Maturity

December 31, 2016

Amount

Received

Paid

Date

Swap

15 million

1 - month LIBOR

3.14

May 2012

May 2017

Schedule of Derivatives Instruments on Balance Sheet


	December 31, 2017
	Designated				Not Designated
	as Hedging				as Hedging
Designation:	Instruments				Instruments
	Foreign		Interest		Foreign
Derivative contract type:	Exchange		Rate		Exchange
Derivative classification:	Cash Flow		Cash Flow		Fair Value

Fair value and location of derivative in the Consolidated Balance Sheet:
Prepaids and other current assets	$	220	$	—	$	1,603
Other long-term assets		393		—		—
Other current liabilities		(15,603)		—		(133)
Other long-term liabilities		(11,266)		—		—
Total fair value of derivatives, net	$	(26,256)	$	—	$	1,470


	December 31, 2016
	Designated				Not Designated
	as Hedging				as Hedging
Designation:	Instruments				Instruments
	Foreign		Interest		Foreign
Derivative contract type:	Exchange		Rate		Exchange
Derivative classification:	Cash Flow		Cash Flow		Fair Value

Fair value and location of derivative in the Consolidated Balance Sheet:
Prepaids and other current assets	$	1,178	$	—	$	1,606
Other long-term assets		—		—		—
Other current liabilities		(23,503)		(147)		(866)
Other long-term liabilities		(31,714)		—		—
Total fair value of derivatives, net	$	(54,039)	$	(147)	$	740

Schedule of Derivative Impact on Statement of Comprehensive Income


	Year Ended December 31,
	2017				2016
	Designated as Hedging				Designated as Hedging
Designation:	Instruments				Instruments
	Foreign		Interest		Foreign		Interest
Derivative contract type:	Exchange		Rate		Exchange		Rate
Derivative classification:	Cash Flow		Cash Flow		Cash Flow		Cash Flow

Amount of gain or (loss) recognized in Other comprehensive income (loss) - effective portion, net of tax	$	(14,336)	$	(70)	$	(16,438)	$	(312)

Amount and location of net gain or (loss) reclassified from Accumulated OCI to income - effective portion:
Revenue	$	(22,792)	$	—	$	(28,025)	$	—
Interest expense		—		(115)		—		(534)


	Year Ended December 31,
	2017				2016
Designation:	Not Designated as Hedging Instruments				Not Designated as Hedging Instruments
Derivative contract type:	Foreign Exchange				Foreign Exchange
	Forward				Forward
Derivative classification:	Contracts		Fair Value		Contracts		Fair Value

Amount and location of net gain or (loss) recognized in the Consolidated Statement of Comprehensive Income (Loss):
Cost of services	$	—	$	—	$	—	$	—
Other income (expense), net		—		1,350		—		(5,826)

FAIR VALUE (TABLES)

12 Months Ended

Dec. 31, 2017

FAIR VALUE [Abstract]

Schedule of Fair Value Derivative Assets and Liabilities

The following is a summary of the Company’s fair value measurements for its net derivative assets (liabilities) as of December 31, 2017 and 2016 (in thousands):

As of December 31, 2017


	Fair Value Measurements Using
	Quoted Prices in		Significant
	Active Markets		Other		Significant
	for Identical		Observable		Unobservable
	Assets		Inputs		Inputs
	(Level 1)		(Level 2)		(Level 3)		At Fair Value
Cash flow hedges	$	—	$	(26,256)	$	—	$	(26,256)
Interest rate swaps		—		—		—		—
Fair value hedges		—		1,470		—		1,470
Total net derivative asset (liability)	$	—	$	(24,786)	$	—	$	(24,786)

As of December 31, 2016


	Fair Value Measurements Using
	Quoted Prices in		Significant
	Active Markets		Other		Significant
	for Identical		Observable		Unobservable
	Assets		Inputs		Inputs
	(Level 1)		(Level 2)		(Level 3)		At Fair Value
Cash flow hedges	$	—	$	(54,039)	$	—	$	(54,039)
Interest rate swaps		—		(147)		—		(147)
Fair value hedges		—		740		—		740
Total net derivative asset (liability)	$	—	$	(53,446)	$	—	$	(53,446)

Schedule of Fair Value Assets and Liabilities

The following is a summary of the Company’s fair value measurements as of December 31, 2017 and 2016 (in thousands):

As of December 31, 2017


	Fair Value Measurements Using
	Quoted Prices in				Significant
	Active Markets for		Significant Other		Unobservable
	Identical Assets		Observable Inputs		Inputs
	(Level 1)		(Level 2)		(Level 3)
Assets
Derivative instruments, net	$	—	$	—	$	—
Total assets	$	—	$	—	$	—

Liabilities
Deferred compensation plan liability	$	—	$	(13,219)	$	—
Derivative instruments, net		—		(24,786)		—
Contingent consideration		—		—		(399)
Total liabilities	$	—	$	(38,005)	$	(399)

As of December 31, 2016


	Fair Value Measurements Using
	Quoted Prices in				Significant
	Active Markets for		Significant Other		Unobservable
	Identical Assets		Observable Inputs		Inputs
	(Level 1)		(Level 2)		(Level 3)
Assets
Derivative instruments, net	$	—	$	—	$	—
Total assets	$	—	$	—	$	—

Liabilities
Deferred compensation plan liability	$	—	$	(10,841)	$	—
Derivative instruments, net		—		(53,446)		—
Contingent consideration		—		—		(1,808)
Total liabilities	$	—	$	(64,287)	$	(1,808)

Schedule of Business Acquisitions by Acquisition Contingent Consideration

A rollforward of the activity in the Company’s fair value of the contingent consideration is as follows (in thousands):


							Imputed
	December 31,						Interest /		December 31,
	2016		Acquisitions		Payments		Adjustments		2017

Welltok		1,250		—		(851)		—		399
Atelka		558		—		(582)		24		—
Total	$	1,808	$	—	$	(1,433)	$	24	$	399


							Imputed
	December 31,						Interest /		December 31,
	2015		Acquisitions		Payments		Adjustments		2016

iKnowtion	$	500	$	—	$	(500)	$	—	$	—
Sofica		3,153		—		(3,146)		(7)		—
rogenSi		9,797		—		(5,793)		(4,004)		—
Welltok		—		1,250		—		—		1,250
Atelka		—		558		—		—		558
Total	$	13,450	$	1,808	$	(9,439)	$	(4,011)	$	1,808

INCOME TAXES (TABLES)

12 Months Ended

Dec. 31, 2017

INCOME TAXES [ABSTRACT]

Sources of Pre-Tax Accounting Income

The sources of pre-tax operating income are as follows (in thousands):


	Year Ended December 31,
	2017		2016		2015
Domestic	$	10,909	$	(6,216)	$	25,402
Foreign		77,978		56,514		60,487
Total	$	88,887	$	50,298	$	85,889

Components of Income Tax Expense (Benefit)

The United States recently enacted comprehensive tax reform legislation known as the Tax Cuts and Jobs Act (the "2017 Tax Act") that, among other things, reduces the U.S. federal corporate income tax rate from 35% to 21% and implements a territorial tax system, but imposes an alternative “base erosion and anti-abuse tax” (“BEAT”), and an incremental tax on global intangible low taxed foreign income (“GILTI”) effective January 1, 2018. In addition, the law imposes a one-time mandatory repatriation tax on accumulated foreign earnings on domestic corporations effective for the 2017 tax year. In response, the SEC staff issued Staff Accounting Bulletin No. 118 (“SAB 118”) to address the application of U.S. GAAP in situations when a registrant does not have the necessary information available, prepared, or analyzed (including computations) in reasonable detail to complete the accounting for certain income tax effects of the 2017 Tax Act and allows the registrant to record provisional amounts during a measurement period not to extend beyond one year of the enactment date. The Company has not completed its final analysis of the full impact of the 2017 Act on its tax provisions. However, the Company has recognized the provisional impacts related to the one-time transition tax and revaluation of deferred tax balances and included these estimates in our consolidated financial statements for the year ended December 31, 2017. The significant components of this expense include (i) the remeasurement of net deferred tax assets at the lower enacted U.S. federal corporate tax rate, which resulted in a net $1.1 million increase in income tax expense; and (ii) the deemed repatriation tax on unremitted non-U.S. earnings and profits that were previously tax deferred and other tax impacts of the 2017 Tax Act, which resulted in a $62.4 million increase in income tax expense, net of deductions and credits.

We expect to complete our analysis of the impacts of the 2017 Tax Act within the measurement period in accordance with SAB 118.

The components of the Company’s Provision for (benefit from) income taxes are as follows (in thousands):


	Year Ended December 31,
	2017		2016		2015
Current provision for (benefit from)
Federal	$	48,556	$	(373)	$	4,094
State		99		372		1,829
Foreign		12,643		14,447		4,764
Total current provision for (benefit from)		61,298		14,446		10,687
Deferred provision for (benefit from)
Federal		14,441		(2,390)		(1,895)
State		707		103		1,085
Foreign		1,629		704		10,127
Total deferred provision for (benefit from)		16,777		(1,583)		9,317
Total provision for (benefit from) income taxes	$	78,075	$	12,863	$	20,004

Effective Income Tax Rate Reconciliation Table

The following reconciles the Company’s effective tax rate to the federal statutory rate (in thousands):


	Year Ended December 31,
	2017		2016		2015
Income tax per U.S. federal statutory rate (35%)	$	31,110	$	17,605	$	30,062
State income taxes, net of federal deduction		460		(158)		1,603
Change in valuation allowances		(924)		(129)		3,923
Foreign income taxes at different rates than the U.S.		(14,417)		(10,206)		(14,490)
Foreign withholding taxes		323		590		958
Losses in international markets without tax benefits		1,098		2,474		1,999
Nondeductible compensation under Section 162(m)		647		104		512
Liabilities for uncertain tax positions		1,607		(133)		1,756
Permanent difference related to foreign exchange gains		142		388		162
(Income) losses of foreign branch operations		(824)		(635)		(517)
Non-taxable earnings of noncontrolling interest		(1,030)		(1,128)		(1,349)
Foreign dividend less foreign tax credits		(4,798)		(4,646)		(4,425)
Increase in deferred tax liability - branch losses in UK		—		—		(2,530)
Decrease (increase) to deferred tax asset - change in tax rate		1,101		443		(526)
State income tax credits		207		100		(1,477)
Foreign earnings taxed currently in U.S.		3,143		3,673		2,839
Taxes related to prior year filings		(865)		2,554		344
Taxes related to US tax reform		61,569		—		—
Other		(474)		1,967		1,160
Income tax per effective tax rate	$	78,075	$	12,863	$	20,004

Schedule of Deferred Tax Assets and Liabilities

The Company’s deferred income tax assets and liabilities are summarized as follows (in thousands):


	Year Ended December 31,
	2017		2016
Deferred tax assets, gross
Accrued workers compensation, deferred compensation and employee benefits	$	8,597	$	11,212
Allowance for doubtful accounts, insurance and other accruals		2,197		3,348
Amortization of deferred rent liabilities		2,352		3,362
Net operating losses		17,887		20,253
Equity compensation		1,481		2,489
Customer acquisition and deferred revenue accruals		7,026		11,739
Federal and state tax credits, net		50		7,439
Depreciation and amortization		—		4,671
Unrealized losses on derivatives		3,137		13,815
Contract acquisition costs		—		1,044
Other		1,557		2,331
Total deferred tax assets, gross		44,284		81,703
Valuation allowances		(9,526)		(9,949)
Total deferred tax assets, net		34,758		71,754
Deferred tax liabilities
Depreciation and amortization		(12,850)		—
Contract acquisition costs		(5,331)		—
Intangible assets		(15,405)		(17,971)
Other		(446)		(357)
Total deferred tax liabilities		(34,032)		(18,328)
Net deferred tax assets	$	726	$	53,426

Valuation Allowance Rollforward

Activity in the Company’s valuation allowance accounts consists of the following (in thousands):


	Year Ended December 31,
	2017		2016		2015
Beginning balance	$	9,949	$	10,139	$	10,721
Additions of deferred income tax expense		2,044		1,914		4,300
Reductions of deferred income tax expense		(2,467)		(2,104)		(4,882)
Ending balance	$	9,526	$	9,949	$	10,139

Expiration of Net Operating Loss Carryforwards


2018	$	98
2019		205
2020		319
2021		160
After 2021		9,687
No expiration		5,282
Total	$	15,751

Reserve for Uncertain Tax Positions Rollforward

The tabular reconciliation of the reserve for uncertain tax benefits on a gross basis without interest for the three years ended December 31, 2017 is presented below (in thousands):


Balance as of December 31, 2014	$	1,661
Additions for current year tax positions		1,048
Reductions in prior year tax positions		—
Balance as of December 31, 2015		2,709
Additions for current year tax positions		826
Reductions in prior year tax positions		(1,153)
Balance as of December 31, 2016		2,382
Additions for current year tax positions		916
Reductions in prior year tax positions		—
Balance as of December 31, 2017	$	3,298

Jurisdictions Open to Income Tax Examination

The following table presents the major tax jurisdictions and tax years that are open as of December 31, 2017 and subject to examination by the respective tax authorities:


Tax Jurisdiction		Tax Year Ended
United States		2014 to present
Australia		2013 to present
Brazil		2012 to present
Canada		2009 to present
Mexico		2012 to present
Philippines		2015 to present

RESTRUCTURING CHARGES, INTEGRATION CHARGES AND IMPAIRMENT (TABLES)

12 Months Ended

Dec. 31, 2017

RESTRUCTURING CHARGES AND IMPAIRMENT LOSSES [Abstract]

Schedule of Restructuring Liabilities

Comprehensive Income (Loss) for the years ended December 31, 2017, 2016 and 2015, respectively, is as follows (in thousands):


	Year Ended December 31,
	2017		2016		2015
Reduction in force
Customer Management Services	$	1,012	$	2,837	$	1,482
Customer Growth Services		—		147		22
Customer Technology Services		94		324		13
Customer Strategy Services		55		92		297
Total	$	1,161	$	3,400	$	1,814


	Year Ended December 31,
	2017		2016		2015
Facility exit and other charges
Customer Management Services	$	2,050	$	959	$	—
Customer Growth Services		—		—		—
Customer Technology Services		84		33		—
Customer Strategy Services		85		—		—
Total	$	2,219	$	992	$	—

Schedule of Restructuring Liability Rollforward

A rollforward of the activity in the Company’s restructuring accruals for the years ended December 31, 2017 and 2016, respectively, is as follows (in thousands):


	Reduction		Facility Exit and
	in Force		Other Charges		Total

Balance as of December 31, 2015	$	806	$	—	$	806
Expense		3,728		992		4,720
Payments		(2,646)		(894)		(3,540)
Changes due to foreign currency		(92)		—		(92)
Changes in estimates		(328)		—		(328)
Balance as of December 31, 2016		1,468		98		1,566
Expense		1,316		2,219		3,535
Payments		(1,892)		(908)		(2,800)
Changes due to foreign currency		(43)		—		(43)
Changes in estimates		(155)		—		(155)
Balance as of December 31, 2017	$	694	$	1,409	$	2,103

DEFERRED REVENUE AND COSTS (TABLES)

12 Months Ended

Dec. 31, 2017

DEFERRED REVENUE AND COSTS [ABSTRACT]

Classification of Deferred Revenue on Balance Sheet

Deferred revenue in the accompanying Consolidated Balance Sheets consist of the following (in thousands):


	December 31,
	2017		2016
Deferred Revenue - Current	$	21,628	$	23,318
Deferred Revenue - Long-term		9,632		8,851
Total Deferred Revenue	$	31,260	$	32,169

Classification of Deferred Costs on Balance Sheet

Deferred costs in the accompanying Consolidated Balance Sheets consist of the following (in thousands):


	December 31,
	2017		2016
Deferred Costs - Current	$	13,649	$	14,755
Deferred Costs - Long-term		9,654		8,124
Total Deferred Costs	$	23,303	$	22,879

LEASES (TABLES)

12 Months Ended

Dec. 31, 2017

LEASES [ABSTRACT]

Schedule of Future Minimum Lease Payments

The future minimum rental payments and receipts required under non-cancelable operating leases as of December 31, 2017 are as follows (in thousands):


	Operating		Sub-Lease
	Leases		Income
2018	$	44,177	$	(2,470)
2019		34,528		(2,470)
2020		26,471		(2,470)
2021		20,854		(206)
2022		17,215		—
Thereafter		30,984		—
Total	$	174,229	$	(7,616)

Schedule of Change in Asset Retirement Obligation Liability

. Following is a summary of the amounts recorded (in thousands):


	Balance at								Balance at
	December 31,		Additions and						December 31,
	2016		Modifications		Accretion		Settlements		2017

ARO liability total	$	1,861	$	317	$	7	$	(247)	$	1,938


	Balance at								Balance at
	December 31,		Additions and						December 31,
	2015		Modifications		Accretion		Settlements		2016

ARO liability total	$	1,641	$	333	$	15	$	(128)	$	1,861

MANDATORILY REDEEMABLE NONCONTROLLING INTEREST (TABLES)

12 Months Ended

Dec. 31, 2017

Mandatorily Redeemable Noncontrolling Interest [Abstract]

Mandatorily Redeemable Noncontrolling Interest Rollforward

A rollforward of the mandatorily redeemable noncontrolling interest is as follows (in thousands):


	Year Ended December 31,
	2017		2016
Mandatorily redeemable noncontrolling interest, January 1	$	—	$	4,131
Net income attributable to mandatorily redeemable noncontrolling interest		—		—
Working capital distributed to mandatorily redeemable noncontrolling interest		—		(492)
Change in redemption value		—		466
Purchase of mandatorily redeemable noncontrolling interest		—		(4,105)
Mandatorily redeemable noncontrolling interest, December 31	$	—	$	—

ACCUMULATED OTHER COMPREHENSIVE INCOME (LOSS) (TABLES)

12 Months Ended

Dec. 31, 2017

ACCUMULATED OTHER COMPREHENSIVE INCOME (LOSS) [ABSTRACT]

Schedule of accumulated other comprehensive income (loss)

The following table presents changes in the accumulated balance for each component of Other comprehensive income (loss), including current period other comprehensive income (loss) and reclassifications out of accumulated other comprehensive income (loss) (in thousands):


	Foreign
	Currency		Derivative
	Translation		Valuation, Net		Other, Net
	Adjustment		of Tax		of Tax		Totals

Accumulated other comprehensive income (loss) at December 31, 2014	$	(33,352)	$	(18,345)	$	(577)	$	(52,274)

Other comprehensive income (loss) before reclassifications		(37,844)		(16,349)		(3,614)		(57,807)
Amounts reclassified from accumulated other comprehensive income (loss)		—		7,809		907		8,716
Net current period other comprehensive (income) loss		(37,844)		(8,540)		(2,707)		(49,091)

Accumulated other comprehensive income (loss) at December 31, 2015	$	(71,196)	$	(26,885)	$	(3,284)	$	(101,365)

Accumulated other comprehensive income (loss) at December 31, 2015	$	(71,196)	$	(26,885)	$	(3,284)	$	(101,365)

Other comprehensive income (loss) before reclassifications		(20,812)		11,242		1,902		(7,668)
Amounts reclassified from accumulated other comprehensive income (loss)		—		(16,750)		(1,181)		(17,931)
Net current period other comprehensive income (loss)		(20,812)		(5,508)		721		(25,599)

Accumulated other comprehensive income (loss) at December 31, 2016	$	(92,008)	$	(32,393)	$	(2,563)	$	(126,964)

Accumulated other comprehensive income (loss) at December 31, 2016	$	(92,008)	$	(32,393)	$	(2,563)	$	(126,964)

Other comprehensive income (loss) before reclassifications		7,908		31,053		575		39,536
Amounts reclassified from accumulated other comprehensive income (loss)		—		(14,406)		(470)		(14,876)
Net current period other comprehensive income (loss)		7,908		16,647		105		24,660

Accumulated other comprehensive income (loss) at December 31, 2017	$	(84,100)	$	(15,746)	$	(2,458)	$	(102,304)

Schedule of reclassifications from Accumulated other comprehensive income (loss)

The following table presents the classification and amount of the reclassifications from Accumulated other comprehensive income (loss) to the Statement of Comprehensive Income (Loss) (in thousands):


							Statement of
	For the Year Ended December 31,						Comprehensive Income
	2017		2016		2015		(Loss) Classification

Derivative valuation
Loss on foreign currency forward exchange contracts	$	(22,792)	$	(28,025)	$	(12,410)	Revenue
Loss on interest rate swaps		(115)		(534)		(1,053)	Interest expense
Tax effect		8,501		11,809		5,654	Provision for income taxes
	$	(14,406)	$	(16,750)	$	(7,809)	Net income (loss)

Other
Actuarial loss on defined benefit plan	$	(522)	$	(1,310)	$	(1,008)	Cost of services
Tax effect		52		129		101	Provision for income taxes
	$	(470)	$	(1,181)	$	(907)	Net income (loss)

NET INCOME PER SHARE (TABLES)

12 Months Ended

Dec. 31, 2017

Net income per share attributable to TeleTech stockholders

Schedule of Diluted Shares Calculation

The following table sets forth the computation of basic and diluted shares for the periods indicated (in thousands):


	Year Ended December 31,
	2017	2016	2015

Shares used in basic earnings per share calculation	45,826	47,423	48,370
Effect of dilutive securities:
Stock options	10	10	275
Restricted stock units	536	286	338
Performance-based restricted stock units	10	17	28
Total effects of dilutive securities	556	313	641
Shares used in dilutive earnings per share calculation	46,382	47,736	49,011

EMPLOYEE COMPENSATION PLANS (TABLES)

12 Months Ended

Dec. 31, 2017

EMPLOYEE COMPENSATION PLANS [Abstract]

Summary of non-vested RSU's and performance-based RSU's


		Weighted
		Average
		Grant Date
	Shares	Fair Value

Unvested as of December 31, 2016	1,167,621	$	25.29
Granted	731,817	$	29.56
Vested	(439,601)	$	24.25
Cancellations/expirations	(169,410)	$	26.77
Unvested as of December 31, 2017	1,290,427	$	27.87

Schedule of stock option assumptions


	Year Ended December 31,
	2011
Risk-free interest rate			2.1	%
Expected life in years	1.3	-	2.7
Expected volatility			54.4	%
Dividend yield			—	%
Weighted-average volatility			54.4	%

Summary of stock option activity


				Weighted
		Weighted		Average	Aggregate
		Average		Remaining	Intrinsic
		Exercise		Contract	Value
	Shares	Price		Term in Years	(000’s)

Outstanding as of December 31, 2016	191,666	$	22.83	3.23
Exercises	(60,000)	$	35.81		$	194
Post-vest cancellations/expirations	(16,666)	$	17.31
Outstanding as of December 31, 2017	115,000	$	16.86	3.46

Vested and exercisable as of December 31, 2017	15,000	$	13.87	0.71	$	396

OTHER FINANCIAL INFORMATION (TABLES)

12 Months Ended

Dec. 31, 2017

OTHER FINANCIAL INFORMATION [ABSTRACT]

Table of Self Insurance Liabilities


	December 31,
	2017		2016
Workers compensation	$	5,312	$	1,523
Employee health and dental insurance		1,631		4,908
Total self-insurance liabilities	$	6,943	$	6,431

QUARTERLY FINANCIAL DATA (UNAUDITED) (TABLES)

12 Months Ended

Dec. 31, 2017

QUARTERLY FINANCIAL DATA (UNAUDITED) [ABSTRACT]

Schedule of Quarterly Financial Information [Table Text Block]

The following tables present certain quarterly financial data for the year ended December 31, 2017 (in thousands except per share amounts).


	First		Second		Third		Fourth
	Quarter		Quarter		Quarter		Quarter

Revenue	$	338,277	$	353,429	$	359,036	$	426,623
Cost of services		253,898		268,004		275,548		312,618
Selling, general and administrative		43,220		43,985		45,167		49,942
Depreciation and amortization		14,500		16,258		16,515		17,234
Restructuring and integration charges, net		169		3,593		6,006		4,897
Impairment losses		—		—		—		5,322
Income from operations		26,490		21,589		15,800		36,610
Other income (expense)		(932)		(4,198)		1,846		(8,318)
(Provision for) benefit from income taxes		(5,391)		(1,597)		(2,071)		(69,016)
Non-controlling interest		(922)		(1,100)		(806)		(728)
Net income (loss) attributable to TTEC stockholders	$	19,245	$	14,694	$	14,769	$	(41,452)

Weighted average shares outstanding
Basic		45,950		45,662		45,838		45,856
Diluted		46,315		46,150		46,367		46,461

Net income per share attributable to TTEC stockholders
Basic	$	0.42	$	0.32	$	0.32	$	(0.90)
Diluted	$	0.42	$	0.32	$	0.32	$	(0.89)

The following tables present certain quarterly financial data for the year ended December 31, 2016 (in thousands except per share amounts).


	First		Second		Third		Fourth
	Quarter		Quarter		Quarter		Quarter

Revenue	$	312,410	$	305,105	$	312,796	$	344,947
Cost of services		231,340		226,768		233,541		249,943
Selling, general and administrative		45,500		44,774		40,628		44,895
Depreciation and amortization		17,729		17,221		16,811		16,914
Restructuring and integration charges, net		88		114		3,688		502
Impairment losses		—		—		5,602		26,448
Income from operations		17,753		16,228		12,526		6,245
Other income (expense)		(1,320)		(734)		(690)		290
Provision for income taxes		(4,528)		(2,952)		813		(6,196)
Non-controlling interest		(680)		(926)		(1,198)		(953)
Net income attributable to TTEC stockholders	$	11,225	$	11,616	$	11,451	$	(614)

Weighted average shares outstanding
Basic		48,368		47,873		47,081		46,386
Diluted		48,746		48,221		47,315		46,677

Net income per share attributable to TTEC stockholders
Basic	$	0.23	$	0.24	$	0.24	$	(0.01)
Diluted	$	0.23	$	0.24	$	0.24	$	(0.01)

OVERVIEW AND BASIS OF PRESENTATION (OVERVIEW) (DETAILS)	Dec. 31, 2017 employee
Consolidation, Less than Wholly Owned Subsidiary, Parent Ownership Interest, Effects of Changes, Net [Line Items]
Number of employees	56,000
Percepta LLC
Consolidation, Less than Wholly Owned Subsidiary, Parent Ownership Interest, Effects of Changes, Net [Line Items]
ownership percentage	55.00%
Iknowtion
Consolidation, Less than Wholly Owned Subsidiary, Parent Ownership Interest, Effects of Changes, Net [Line Items]
ownership percentage	100.00%
Motif [Member]
Consolidation, Less than Wholly Owned Subsidiary, Parent Ownership Interest, Effects of Changes, Net [Line Items]
ownership percentage	100.00%

OVERVIEW AND BASIS OF PRESENTATION (DETAILS)	12 Months Ended
OVERVIEW AND BASIS OF PRESENTATION (DETAILS)	Dec. 31, 2017
Building
Property Plant and Equipment Line Items
Useful life	30 years
Furniture And Fixtures
Property Plant and Equipment Line Items
Useful life	5 years
Leasehold Improvements
Property Plant and Equipment Line Items
Useful life	10 years
Minimum \| Computer Equipment and software
Property Plant and Equipment Line Items
Useful life	3 years
Minimum \| Telephone Equipment
Property Plant and Equipment Line Items
Useful life	4 years
Minimum \| Other
Property Plant and Equipment Line Items
Useful life	3 years
Maximum \| Computer Equipment and software
Property Plant and Equipment Line Items
Useful life	7 years
Maximum \| Telephone Equipment
Property Plant and Equipment Line Items
Useful life	7 years
Maximum \| Other
Property Plant and Equipment Line Items
Useful life	7 years

OVERVIEW AND BASIS OF PRESENTATION (NARRATIVE) (DETAILS) - USD ($) $ in Thousands	3 Months Ended													12 Months Ended
	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Dec. 31, 2016	Sep. 30, 2016	Jun. 30, 2016	Mar. 31, 2016	Dec. 31, 2015	Sep. 30, 2015	Jun. 30, 2015	Mar. 31, 2015	Dec. 31, 2014	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013	Dec. 31, 2012	Dec. 31, 2011
Error Corrections and Prior Period Adjustments Restatement [Line Items]
Tax Adjustments, Settlements, and Unusual Provisions	$ 300	$ (200)	$ 700	$ (300)
Impairment losses	$ 5,322	$ 0	$ 0	$ 0	$ 26,448	$ 5,602	$ 0	$ 0						$ 5,322	$ 32,050	$ 8,100
Other Comprehensive Income, Other, Net of Tax														$ 105	$ 721	(2,707)
Tax Authorities Member
Error Corrections and Prior Period Adjustments Restatement [Line Items]
Tax Adjustments, Settlements, and Unusual Provisions								$ 1,100								301	$ 358	$ 137	$ 123	$ 180
Government Authorities [Member]
Error Corrections and Prior Period Adjustments Restatement [Line Items]
Tax Adjustments, Settlements, and Unusual Provisions											$ 1,750					$ 234	645	$ 406	$ 466
Sofica [Member]
Error Corrections and Prior Period Adjustments Restatement [Line Items]
Other comprehensive income before reclassifications - foreign currency translation adjustment											$ 3,200	$ 1,500					$ 1,700
Philippines pension liability [Member]
Error Corrections and Prior Period Adjustments Restatement [Line Items]
Other Comprehensive Income, Other, Net of Tax												$ 2,700
WebMetro
Error Corrections and Prior Period Adjustments Restatement [Line Items]
Impairment losses									$ 2,900	$ 600			$ 2,300

OVERVIEW AND BASIS OF PRESENTATION (ACCOUNTING POLICIES NARRATIVE) (DETAILS) - Other Intangible Assets	12 Months Ended
	Dec. 31, 2017
Minimum
Finite-Lived Intangible Assets [Line Items]
Useful life	3 years
Maximum
Finite-Lived Intangible Assets [Line Items]
Useful life	12 years

ACQUISITIONS (ASSETS ACQUIRED TABLE) (DETAILS) - USD ($) $ in Thousands	Dec. 31, 2017	Nov. 08, 2017	Apr. 03, 2017	Dec. 31, 2016	Nov. 09, 2016	Dec. 31, 2015
Business Acquisition [Line Items]
Total deferred tax assets, net	$ 34,758			$ 71,754
Goodwill	206,694			129,648		$ 114,183
Accrued employee compensation and benefits	$ 83,997			$ 66,133
Motif [Member]
Business Acquisition [Line Items]
Cash		$ 5,997
Accounts receivable.		5,187
Prepaid Expenses		1,248
Other assets		670
Property, plant and equipment.		2,182
Income Taxes Receivable		1,691
Goodwill		39,272
Total assets acquired		93,447
Accounts payable		2,914
Accrued employee compensation and benefits		5,249
Accrued expenses		104
Deferred tax liabilities		11,402
Deferred revenue.		340
Total liabilities assumed		20,009
Total purchase price		73,438
Motif [Member] \| Customer Relationships
Business Acquisition [Line Items]
Intangible assets		$ 37,200
Connextions
Business Acquisition [Line Items]
Accounts receivable.			$ 15,959
Prepaid Expenses			241
Other assets			51
Property, plant and equipment.			7,594
Goodwill			35,272
Total assets acquired			94,117
Accounts payable			1
Accrued employee compensation and benefits			346
Accrued expenses			386
Deferred tax liabilities			15,273
Deferred revenue.			399
Total liabilities assumed			16,405
Total purchase price			77,712
Connextions \| Customer Relationships
Business Acquisition [Line Items]
Intangible assets			$ 35,000
Atelka [Member]
Business Acquisition [Line Items]
Cash					$ 2,655
Accounts receivable.					18,449
Other assets					615
Property, plant and equipment.					3,161
Total deferred tax assets, net					638
Goodwill					20,275
Total assets acquired					56,293
Accounts payable					1,199
Accrued employee compensation and benefits					2,418
Accrued expenses					2,597
Other					1,678
Total liabilities assumed					7,892
Total purchase price					48,401
Atelka [Member] \| Customer Relationships
Business Acquisition [Line Items]
Intangible assets					$ 10,500

ACQUISITIONS AND DIVESTITURES (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2017	Dec. 31, 2016
Assets and Liabilities Held for Sale [Line Items]
Loss on assets held-for-sale	$ 2,578
Total assets held for sale	7,835	$ 10,715
Total liabilities held for sale	1,322	$ 1,357
Business Unit From Customer Growth Services And Customer Strategy Services Segments \| Disposal Group, Held-for-sale, Not Discontinued Operations
Assets and Liabilities Held for Sale [Line Items]
Accounts receivable, net - assets held for sale	6,151
Other assets held for sale	303
Property, Plant and Equipment - assets held for sale	49
Goodwill - assets held for sale	3,033
Allowance for reduction of assets held for sale	(2,700)
Total assets held for sale	7,835
Accounts payable held for sale	413
Accrued employee compensation and benefits	833
Accrued expenses.	54
Other liabilities held for sale	22
Total liabilities held for sale	1,322
Business Unit From Customer Growth Services And Customer Strategy Services Segments \| Disposal Group, Held-for-sale, Not Discontinued Operations \| Customer Relationships
Assets and Liabilities Held for Sale [Line Items]
Intangible assets held for sale	$ 999

ACQUISITIONS AND DIVESTITURES (NARRATIVE) (DETAILS) $ in Thousands, $ in Millions				3 Months Ended									12 Months Ended
	Nov. 08, 2017 USD ($)	Apr. 03, 2017 USD ($)	Nov. 09, 2016 CAD ($)	Dec. 31, 2017 CAD ($)	Dec. 31, 2017 USD ($)	Sep. 30, 2017 USD ($)	Mar. 31, 2017 USD ($)	Dec. 31, 2016 USD ($)	Sep. 30, 2016 USD ($)	Dec. 31, 2015 USD ($)	Sep. 30, 2015 USD ($)	Jun. 30, 2015 USD ($)	Dec. 31, 2017 USD ($)	Dec. 31, 2016 USD ($)	Dec. 31, 2015 USD ($)	Nov. 09, 2016 USD ($)
Business Acquisition [Line Items]
Other liabilities, noncurrent					$ 95,243			$ 71,664					$ 95,243	$ 71,664
Contingent Consideration, at fair value					399			1,808		$ 13,450			399	1,808	$ 13,450
Revenue of Acquirees since Acquisition Date, Actual													172,300	10,000
Income (loss) from operations of Acquirees since Acquisition Date, Actual													(700)	(300)
Proceeds from sale of business													636	0	0
Gain on sale of business													908	0	0
Other nonoperating income expense													1,869	9,555	2,157
Business Combination Pro Forma Information Amortization Expense of Acquirees Since Acquisition													3,500	100
Business Acquisition, Pro Forma Revenue													1,541,600	1,489,100
Business Acquisition, Pro Forma Income (Loss) from Continuing Operations, Net of Tax													11,500	31,100
Investments in non-marketable equity investments													1,384	3,179	9,000
Motif [Member]
Business Acquisition [Line Items]
Percentage of Voting Interests Acquired	70.00%
Description of Acquired Entity	Motif, Inc., a California corporation ("Motif"). Motif is a digital trust and safety services company serving eCommerce marketplaces, online retailers, travel agencies and financial services companies. Motif provides omni-channel community moderation services via voice, email and chat from delivery centers in India and the Philippines via approximately 2,700 employees
Payments to Acquire Businesses	$ 46,800
Total purchase price	$ 73,438
Other liabilities, noncurrent					27,800								$ 27,800
Contingent Consideration Arrangements, Basis for Amount	The Company also agreed to purchase the remaining 30% interest in Motif from Motif's founders ("founders' shares") no later than May 2020 ("30% buyout period"). The Company agreed to pay for the founders' shares at a purchase price based on Motif's fiscal year 2020's adjusted normalized EBITDA, $5.0 million in cash, and 30% of the excess cash present in the business at the time of the buyout; or if the buyout occurs prior to May 2020, the trailing twelve months EBITDA, calculated from the most recently completed full monthly period ending prior to the date of the buyout triggering event, $5.0 million in cash, and 30% of the excess cash in the business at that point.
Motif [Member] \| Customer Relationships
Business Acquisition [Line Items]
Acquired Finite-lived Intangible Assets, Weighted Average Useful Life	11 years
Connextions
Business Acquisition [Line Items]
Description of Acquired Entity		Connextions, Inc., a health care customer service provider company, from OptumHealth Holdings, LLC. Connextions is being integrated into the health care vertical of the CMS segment of the Company. Connextions employed approximately 2,000 at several centers in the U.S.
Payments to Acquire Businesses		$ 80,000
Total purchase price		$ 77,712
Payments for Previous Acquisition						$ 1,800
Proceeds from Previous Acquisition						$ 4,100
Connextions \| Customer Relationships
Business Acquisition [Line Items]
Acquired Finite-lived Intangible Assets, Weighted Average Useful Life		12 years
Atelka [Member]
Business Acquisition [Line Items]
Date of Acquisition			Nov. 09, 2016
Description of Acquired Entity			On November 9, 2016, the Company acquired all of the outstanding shares of Atelka Enterprise Inc. ("Atelka"), a Canadian customer contact center management and business process outsourcing services company that serves Canadian telecommunications, logistics, and entertainment clients. This acquisition was an addition to the CMS segment. Atelka employs approximately 2,800 in Quebec, Ontario, New Brunswick and Prince Edward Island.
Total purchase price																$ 48,401
Cost of Acquired Entity, Up Front Cash Consideration																47,500
Acquisition hold-back payment																$ 1,400
Discount rate													0.00%
Contingent Consideration, at fair value					0			558		0			$ 0	558	0
Increase (decrease) in contingent consideration payable					$ 600
Atelka [Member] \| CAD
Business Acquisition [Line Items]
Total purchase price			$ 65.0
Increase (decrease) in contingent consideration payable				$ 0.8
Atelka [Member] \| Customer Relationships
Business Acquisition [Line Items]
Acquired Finite-lived Intangible Assets, Weighted Average Useful Life			12 years
rogenSi
Business Acquisition [Line Items]
Discount rate													4.60%
Contingent Consideration, at fair value								0		9,797				0	9,797
Increase (decrease) in contingent consideration payable									$ 4,300	300	$ 800
Sofica [Member]
Business Acquisition [Line Items]
Discount rate													5.00%
Contingent Consideration, at fair value								$ 0		$ 3,153				$ 0	$ 3,153
Increase (decrease) in contingent consideration payable												$ 500
CafeX [Member]
Business Acquisition [Line Items]
Equity Method Investment, Ownership Percentage					17.20%			17.20%					17.20%	17.20%
Investments in non-marketable equity investments							$ 1,100	$ 4,300

SEGMENT INFORMATION (SEGMENT FINANCIALS) (DETAILS) - USD ($) $ in Thousands	3 Months Ended								12 Months Ended
	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Dec. 31, 2016	Sep. 30, 2016	Jun. 30, 2016	Mar. 31, 2016	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015	Dec. 01, 2017
Segment Reporting Information [Line Items]
Net Revenue	$ 426,623	$ 359,036	$ 353,429	$ 338,277	$ 344,947	$ 312,796	$ 305,105	$ 312,410	$ 1,477,365	$ 1,275,258	$ 1,286,755
Depreciation and amortization	17,234	16,515	16,258	14,500	16,914	16,811	17,221	17,729	64,507	68,675	63,808
Income (Loss) from Operations	36,610	$ 15,800	$ 21,589	$ 26,490	6,245	$ 12,526	$ 16,228	$ 17,753	100,489	52,752	90,180
Capital Expenditures									51,958	50,832	66,595
Total Assets	1,078,736				846,304				1,078,736	846,304	843,327
Goodwill	206,694				129,648				206,694	129,648	114,183
Operating Segments
Segment Reporting Information [Line Items]
Net Revenue									1,477,721	1,276,198	1,286,987
Intersegment Eliminations
Segment Reporting Information [Line Items]
Net Revenue									(356)	(940)	(232)
Customer Management Services
Segment Reporting Information [Line Items]
Net Revenue									1,141,760	924,325	913,272
Depreciation and amortization									52,193	48,770	44,633
Income (Loss) from Operations									78,206	50,541	58,018
Capital Expenditures									48,069	40,321	56,570
Total Assets	869,594				585,679				869,594	585,679	525,470
Goodwill	119,497				42,589				119,497	42,589	23,218
Customer Management Services \| Operating Segments
Segment Reporting Information [Line Items]
Net Revenue									1,141,779	924,654	913,272
Customer Management Services \| Intersegment Eliminations
Segment Reporting Information [Line Items]
Net Revenue									(19)	(329)	0
Customer Growth Services
Segment Reporting Information [Line Items]
Net Revenue									128,698	141,005	129,021
Depreciation and amortization									2,959	5,905	6,065
Income (Loss) from Operations									7,803	6,969	3,077
Capital Expenditures									871	4,185	4,681
Total Assets	41,036				71,540				41,036	71,540	75,291
Goodwill	24,439				24,439				24,439	24,439	24,439
Customer Growth Services \| Operating Segments
Segment Reporting Information [Line Items]
Net Revenue									128,698	141,005	129,021
Customer Growth Services \| Intersegment Eliminations
Segment Reporting Information [Line Items]
Net Revenue									0	0	0
Customer Technology Services
Segment Reporting Information [Line Items]
Net Revenue									138,581	141,254	157,606
Depreciation and amortization									7,092	10,645	9,775
Income (Loss) from Operations									12,047	933	13,339
Capital Expenditures									2,308	5,217	4,216
Total Assets	100,351				115,537				100,351	115,537	146,480
Goodwill	40,839				41,500				40,839	41,500	41,500
Customer Technology Services \| Operating Segments
Segment Reporting Information [Line Items]
Net Revenue									138,918	141,865	157,838
Customer Technology Services \| Intersegment Eliminations
Segment Reporting Information [Line Items]
Net Revenue									(337)	(611)	(232)
Customer Strategy Services
Segment Reporting Information [Line Items]
Net Revenue									68,326	68,674	86,856
Depreciation and amortization									2,263	3,355	3,335
Income (Loss) from Operations									2,433	(5,691)	15,746
Capital Expenditures									710	1,109	1,128
Total Assets	67,755				73,548				67,755	73,548	96,086
Goodwill	$ 21,919				$ 21,120				21,919	21,120	25,026	$ 22,000
Customer Strategy Services \| Operating Segments
Segment Reporting Information [Line Items]
Net Revenue									68,326	68,674	86,856
Customer Strategy Services \| Intersegment Eliminations
Segment Reporting Information [Line Items]
Net Revenue									$ 0	$ 0	$ 0

SEGMENT INFORMATION (REVENUE GEOGRAPHY) (DETAILS) - USD ($) $ in Thousands	3 Months Ended								12 Months Ended
	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Dec. 31, 2016	Sep. 30, 2016	Jun. 30, 2016	Mar. 31, 2016	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
Revenues from External Customers and Long-Lived Assets [Line Items]
Sales Revenue Services Net	$ 426,623	$ 359,036	$ 353,429	$ 338,277	$ 344,947	$ 312,796	$ 305,105	$ 312,410	$ 1,477,365	$ 1,275,258	$ 1,286,755
Property, plant and equipment, gross	729,979				677,318				729,979	677,318	660,081
Other long-term assets	61,857				47,520				61,857	47,520	42,486
United States
Revenues from External Customers and Long-Lived Assets [Line Items]
Sales Revenue Services Net									820,597	693,023	679,959
Property, plant and equipment, gross	490,110				441,222				490,110	441,222	415,918
Other long-term assets	46,029				36,442				46,029	36,442	34,007
Philippines
Revenues from External Customers and Long-Lived Assets [Line Items]
Sales Revenue Services Net									353,122	351,853	343,013
Property, plant and equipment, gross	137,683				133,214				137,683	133,214	140,712
Other long-term assets	7,753				8,194				7,753	8,194	5,220
Latin America
Revenues from External Customers and Long-Lived Assets [Line Items]
Sales Revenue Services Net									130,082	122,347	147,267
Property, plant and equipment, gross	51,451				50,605				51,451	50,605	49,464
Other long-term assets	1,475				1,161				1,475	1,161	1,161
Canada
Revenues from External Customers and Long-Lived Assets [Line Items]
Sales Revenue Services Net									74,252	13,950	5,780
Property, plant and equipment, gross	15,912				19,988				15,912	19,988	16,239
Other long-term assets	324				514				324	514	1,122
Europe Middle East Africa
Revenues from External Customers and Long-Lived Assets [Line Items]
Sales Revenue Services Net									62,597	65,866	78,182
Property, plant and equipment, gross	10,231				8,805				10,231	8,805	14,567
Other long-term assets	1,950				1,099				1,950	1,099	811
Asia Pacific
Revenues from External Customers and Long-Lived Assets [Line Items]
Sales Revenue Services Net									36,715	28,219	32,554
Property, plant and equipment, gross	24,592				23,484				24,592	23,484	23,181
Other long-term assets	$ 4,326				$ 110				$ 4,326	$ 110	$ 165

ACCOUNTS RECEIVABLE (SCHEDULE OF ACCOUNTS RECEIVABLE) (DETAILS) - USD ($) $ in Thousands	Dec. 31, 2017	Dec. 31, 2016
ACCOUNTS RECEIVABLE AND SIGNIFICANT CLIENTS [Abstract]
Accounts receivable	$ 386,672	$ 301,470
Less: Allowance for doubtful accounts	(921)	(662)
Accounts Receivable, Net, Current, Total	$ 385,751	$ 300,808

ACCOUNTS RECEIVABLE (SCHEDULE OF CHANGE IN ALLOWANCE) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
ACCOUNTS RECEIVABLE AND SIGNIFICANT CLIENTS [Abstract]
Balance, beginning of year	$ 662	$ 2,176	$ 3,425
Provision for doubtful accounts	458	1,164	1,465
Uncollectible receivables written-off	(180)	(2,670)	(2,035)
Effect of foreign currency	(19)	(8)	(679)
Balance, end of year	$ 921	$ 662	$ 2,176

ACCOUNTS RECEIVABLE (SIGNIFICANT CLIENTS TABLE) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
Concentration Risk, Percentage of Revenue from Major Customer
Accounts receivable, net	$ 385,751	$ 300,808
Revenue \| Customer Concentration Risk
Concentration Risk, Percentage of Revenue from Major Customer
Concentration risk percentage	9.00%	10.00%	10.00%
Accounts Receivable \| Credit Concentration Risk
Concentration Risk, Percentage of Revenue from Major Customer
Accounts receivable, net	$ 26,920	$ 28,080	$ 23,953

PROPERTY PLANT AND EQUIPMENT (PPE BREAKOUT BY TYPE TABLE) (DETAILS) - USD ($) $ in Thousands	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
Property Plant and Equipment Line Items
Property, plant and equipment, gross	$ 729,979	$ 677,318	$ 660,081
Less: Accumulated depreciation and amortization	(566,682)	(526,281)
Property, Plant and Equipment, Net, Total	163,297	151,037
Land And Building
Property Plant and Equipment Line Items
Property, plant and equipment, gross	38,858	38,868
Technology Equipment
Property Plant and Equipment Line Items
Property, plant and equipment, gross	390,899	364,854
Equipment
Property Plant and Equipment Line Items
Property, plant and equipment, gross	46,521	42,858
Furniture And Fixtures
Property Plant and Equipment Line Items
Property, plant and equipment, gross	76,856	68,248
Leasehold Improvements
Property Plant and Equipment Line Items
Property, plant and equipment, gross	176,467	162,232
Vehicles
Property Plant and Equipment Line Items
Property, plant and equipment, gross	158	143
Construction In Progress
Property Plant and Equipment Line Items
Property, plant and equipment, gross	$ 220	$ 115

PROPERTY PLANT AND EQUIPMENT (NARRATIVE) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
Depreciation and amortization expense for property, plant and equipment	$ 57,000	$ 59,100	$ 54,000
Property, plant and equipment, net	163,297	151,037
Software Development [Member]
Property, plant and equipment, net	$ 8,500	$ 10,100

GOODWILL (GOODWILL ROLLFORWARD) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2017	Dec. 31, 2016
Goodwill [Line Items]
Beginning balance, goodwill	$ 129,648	$ 114,183
Acquisitions / Adjustments	73,273	(17,997)
Impairments		(1,363)
Effect of Foreign Currency	3,773	(1,169)
Ending balance, goodwill	206,694	129,648
Customer Management Services
Goodwill [Line Items]
Beginning balance, goodwill	42,589	23,218
Acquisitions / Adjustments	73,934	(21,030)
Impairments		(1,363)
Effect of Foreign Currency	2,974	(296)
Ending balance, goodwill	119,497	42,589
Customer Growth Services
Goodwill [Line Items]
Beginning balance, goodwill	24,439	24,439
Acquisitions / Adjustments	0	0
Ending balance, goodwill	24,439	24,439
Customer Technology Services
Goodwill [Line Items]
Beginning balance, goodwill	41,500	41,500
Acquisitions / Adjustments	(661)	0
Ending balance, goodwill	40,839	41,500
Customer Strategy Services
Goodwill [Line Items]
Beginning balance, goodwill	21,120	25,026
Acquisitions / Adjustments	0	3,033
Effect of Foreign Currency	799	(873)
Ending balance, goodwill	$ 21,919	$ 21,120

GOODWILL (NARRATIVE) (DETAILS) - USD ($) $ in Thousands		3 Months Ended								12 Months Ended
GOODWILL (NARRATIVE) (DETAILS) - USD ($) $ in Thousands	Dec. 31, 2017	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Dec. 31, 2016	Sep. 30, 2016	Jun. 30, 2016	Mar. 31, 2016	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015	Dec. 01, 2017
ValuationAllowanceForImpairmentOfRecognizedServicingAssetsLineItems
Goodwill	$ 206,694	$ 206,694				$ 129,648				$ 206,694	$ 129,648	$ 114,183
Goodwill, Impaired, Method for Fair Value Determination	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. We used a market approach and an income approach to determine our best estimates of fair value which incorporated the following significant assumptions:Revenue projections, including revenue growth during the forecast periods ranging from (3.2)% to 7.8%;EBITDA margin projections held relatively flat over the forecast periods ranging from 10% to 21.4%;Estimated income tax rates of 14.6% to 34.3%;Estimated capital expenditures ranging from $0.8 million to $40.4 million; andDiscount rates ranging from 10% to 16% based on various inputs, including the risks associated with the specific reporting units, the country of operations as well as their revenue growth and EBITDA margin assumptions.
Impairment losses		5,322	$ 0	$ 0	$ 0	26,448	$ 5,602	$ 0	$ 0	5,322	32,050	8,100
Customer Management Services
ValuationAllowanceForImpairmentOfRecognizedServicingAssetsLineItems
Goodwill	$ 119,497	119,497				42,589				119,497	42,589	23,218
Customer Strategy Services
ValuationAllowanceForImpairmentOfRecognizedServicingAssetsLineItems
Goodwill	21,919	21,919				21,120				21,919	21,120	25,026	$ 22,000
Fair value of a reporting unit in excess of carrying value expressed as a percentage													44.00%
Customer Growth Services
ValuationAllowanceForImpairmentOfRecognizedServicingAssetsLineItems
Goodwill	24,439	24,439				24,439				24,439	24,439	24,439
Customer Technology Services
ValuationAllowanceForImpairmentOfRecognizedServicingAssetsLineItems
Goodwill	$ 40,839	$ 40,839				41,500				$ 40,839	$ 41,500	$ 41,500
Humanify - reporting unit \| Customer Management Services
ValuationAllowanceForImpairmentOfRecognizedServicingAssetsLineItems
Goodwill, Impaired, Method for Fair Value Determination	For the goodwill impairment analysis, the Company calculated the fair value of the Humanify reporting unit and compared that to the updated carrying value and determined that the fair value was not in excess of its carrying value. Key assumptions used in the fair value calculation for goodwill impairment testing include, but are not limited to, revenue growth of approximately $300 thousand to $1 million per year through 2027, a perpetual growth rate of 3%, a discount rate of 16.75%, and negative EBITDA through 2020 growing to a 15.6% EBITDA for the terminal year
Humanify - reporting unit \| Customer Management Services \| Other Intangible Assets
ValuationAllowanceForImpairmentOfRecognizedServicingAssetsLineItems
Impairment losses						$ 10,800

OTHER INTANGIBLE ASSETS (SCHEDULE OF INTANGIBLE ASSETS TABLE) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2017	Dec. 31, 2016
Finite Lived And Indefinite Lived Intangible Assets [Line Items]
Begginning balance, accumulated amortization of other intangible assets	$ 30,787	$ 51,215
Amortization	(7,467)	(9,531)
Impairments	(5,322)	(21,322)
Acquisitions and Adjustments	72,434	10,913
Effect of Foreign Currency	1,654	(488)
Ending balance, accumulated amortization of other intangible assets	92,086	30,787
Customer Relationships
Finite Lived And Indefinite Lived Intangible Assets [Line Items]
Begginning balance, accumulated amortization of other intangible assets	50,454	62,257
Amortization	0
Impairments		(17,150)
Acquisitions and Adjustments	72,492	6,588
Effect of Foreign Currency	1,829	(1,241)
Ending balance, accumulated amortization of other intangible assets	124,775	50,454
Customer Relationships Accumulated Amortization
Finite Lived And Indefinite Lived Intangible Assets [Line Items]
Begginning balance, accumulated amortization of other intangible assets	(25,943)	(30,180)
Amortization	(7,213)	(7,246)
Impairments accumulated amortization		6,120
Acquisitions and Adjustments	(210)	5,097
Effect of Foreign Currency	(194)	266
Ending balance, accumulated amortization of other intangible assets	(33,560)	(25,943)
Other Intangible Assets
Finite Lived And Indefinite Lived Intangible Assets [Line Items]
Begginning balance, accumulated amortization of other intangible assets	4,589	13,750
Amortization	0
Impairments		(5,566)
Acquisitions and Adjustments	151	(3,701)
Effect of Foreign Currency	44	106
Ending balance, accumulated amortization of other intangible assets	4,784	4,589
Other Intangible Assets Accumulated Amortization
Finite Lived And Indefinite Lived Intangible Assets [Line Items]
Begginning balance, accumulated amortization of other intangible assets	(3,978)	(8,755)
Amortization	(254)	(2,285)
Impairments accumulated amortization		3,956
Acquisitions and Adjustments	1	2,929
Effect of Foreign Currency	318	177
Ending balance, accumulated amortization of other intangible assets	(3,913)	(3,978)
Trade Names
Finite Lived And Indefinite Lived Intangible Assets [Line Items]
Begginning balance, accumulated amortization of other intangible assets	5,665	14,143
Amortization	0
Impairments	(5,322)	(8,682)
Effect of Foreign Currency	$ (343)	204
Ending balance, accumulated amortization of other intangible assets		$ 5,665

OTHER INTANGIBLE ASSETS (FUTURE AMORTIZATION EXPENSE TABLE) (DETAILS) $ in Thousands	Dec. 31, 2017 USD ($)
OTHER INTANGIBLE ASSETS [Abstract]
2018	$ 10,903
2019	10,682
2020	9,381
2021	8,850
2022	8,160
Thereafter	44,110
Total, finite lived intangible assets	$ 92,086

OTHER INTANGIBLE ASSETS (NARRATIVE) (DETAILS) - USD ($)	3 Months Ended								12 Months Ended
OTHER INTANGIBLE ASSETS (NARRATIVE) (DETAILS) - USD ($)	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Dec. 31, 2016	Sep. 30, 2016	Jun. 30, 2016	Mar. 31, 2016	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
Weighted Average Useful Life [Line Items]
Amortization expense related to intangible assets									$ 7,467,000	$ 9,531,000
Impairment losses	$ 5,322,000	$ 0	$ 0	$ 0	$ 26,448,000	$ 5,602,000	$ 0	$ 0	5,322,000	32,050,000	$ 8,100,000
CTS - Avaya
Weighted Average Useful Life [Line Items]
Impairment of Intangible Assets, Finite-lived					900,000	400,000
Impairment losses					11,300,000	$ 700,000
CSS - component held-for-sale
Weighted Average Useful Life [Line Items]
Amortization expense related to intangible assets									7,500,000	$ 9,500,000	$ 9,700,000
Customer Relationships
Weighted Average Useful Life [Line Items]
Amortization expense related to intangible assets									$ 0
Customer Relationships \| CTS - Avaya
Weighted Average Useful Life [Line Items]
Impairment losses					9,200,000
Customer Relationships \| CSS - component held-for-sale
Weighted Average Useful Life [Line Items]
Weighted average useful life of intangible assets									8 years 9 months 18 days
Trade Names
Weighted Average Useful Life [Line Items]
Amortization expense related to intangible assets									$ 0
Trade Names \| CTS - eLoyalty
Weighted Average Useful Life [Line Items]
Impairment of Intangible Assets, Finite-lived	0
Impairment losses	3,300,000
Trade Names \| CSS - PRG
Weighted Average Useful Life [Line Items]
Impairment losses	$ 2,000,000
Trade Names \| CTS - Avaya
Weighted Average Useful Life [Line Items]
Impairment losses					400,000
Trade Names \| CSS - rogenSi
Weighted Average Useful Life [Line Items]
Estimated royalty rate						2.00%
Growth rate						3.00%
Discount rate						18.20%
Impairment of Intangible Assets, Finite-lived					0	$ 3,100,000
Impairment losses					3,000,000	$ 1,200,000
Trade Names \| CSS - component held-for-sale
Weighted Average Useful Life [Line Items]
Estimated royalty rate						3.75%
Growth rate						3.00%
Discount rate						19.20%
Impairment of Intangible Assets, Finite-lived						$ 2,000,000
Impairment losses						$ 3,300,000
Trade Names \| Technology Solutions Group \| CTS - Avaya
Weighted Average Useful Life [Line Items]
Estimated royalty rate						0.50%
Growth rate						3.00%
Discount rate						19.00%
Other Intangible Assets
Weighted Average Useful Life [Line Items]
Amortization expense related to intangible assets									$ 0
Other Intangible Assets \| CSS - component held-for-sale
Weighted Average Useful Life [Line Items]
Weighted average useful life of intangible assets									3 years 9 months 18 days
Non-compete intangible assets \| CTS - Avaya
Weighted Average Useful Life [Line Items]
Impairment losses					400,000
Fixed Assets \| CTS - Avaya
Weighted Average Useful Life [Line Items]
Impairment losses					$ 1,300,000

DERIVATIVES (OCI ROLLFORWARD) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
DERIVATIVES [ABSTRACT]
Aggregate unrealized net gain/(loss) at beginning of year	$ (32,393)	$ (26,885)	$ (18,345)
Add: Net gain/(loss) from change in fair value of cash flow hedges	31,053	11,242	(16,349)
Less: Net (gain)/loss reclassified to earnings from effective hedges	(14,406)	(16,750)	7,809
Aggregate unrealized net gain/(loss) at end of period	$ (15,746)	$ (32,393)	$ (26,885)

DERIVATIVES (NOTIONAL TABLE) (DETAILS) ₱ in Thousands, $ in Thousands, $ in Thousands	Dec. 31, 2017 PHP (₱)	Dec. 31, 2017 MXN ($)	Dec. 31, 2017 USD ($)	Dec. 31, 2016 PHP (₱)	Dec. 31, 2016 MXN ($)	Dec. 31, 2016 USD ($)
Derivative [Line Items]
Notional Amount						$ 15,000
Foreign Exchange Forward
Derivative [Line Items]
Notional Amount			$ 313,506			430,509
Foreign Exchange Forward \| PHP
Derivative [Line Items]
Notional Amount	₱ 10,685,000		$ 219,917	₱ 14,315,000		301,134
% Maturing in the Next 12 Months	62.30%	62.30%	62.30%
Foreign Exchange Forward \| MXN
Derivative [Line Items]
Notional Amount		$ 1,609,000	$ 93,589		$ 2,089,000	$ 129,375
% Maturing in the Next 12 Months	41.00%	41.00%	41.00%

DERIVATIVES (BALANCE SHEET CLASSIFICATION) (DETAILS) - USD ($) $ in Thousands	Dec. 31, 2017	Dec. 31, 2016
Designated as Hedging Instruments [Member] \| Foreign Exchange [Member] \| Cash Flow [Member]
Derivatives, Fair Value [Line Items]
Total net derivative asset (liability)	$ (26,256)	$ (54,039)
Designated as Hedging Instruments [Member] \| Foreign Exchange [Member] \| Cash Flow [Member] \| Prepaids And Other Current Assets [Member]
Derivatives, Fair Value [Line Items]
Total net derivative asset (liability)	220	1,178
Designated as Hedging Instruments [Member] \| Foreign Exchange [Member] \| Cash Flow [Member] \| Other assets [Member]
Derivatives, Fair Value [Line Items]
Total net derivative asset (liability)	393
Designated as Hedging Instruments [Member] \| Foreign Exchange [Member] \| Cash Flow [Member] \| Other Current Liabilities [Member]
Derivatives, Fair Value [Line Items]
Total net derivative asset (liability)	(15,603)	(23,503)
Designated as Hedging Instruments [Member] \| Foreign Exchange [Member] \| Cash Flow [Member] \| Other long-term liabilities
Derivatives, Fair Value [Line Items]
Total net derivative asset (liability)	(11,266)	(31,714)
Designated as Hedging Instruments [Member] \| Interest Rate \| Cash Flow [Member]
Derivatives, Fair Value [Line Items]
Total net derivative asset (liability)		(147)
Designated as Hedging Instruments [Member] \| Interest Rate \| Cash Flow [Member] \| Other Current Liabilities [Member]
Derivatives, Fair Value [Line Items]
Total net derivative asset (liability)		(147)
Not Designated as Hedging Instruments [Member] \| Foreign Exchange [Member] \| Fair Value [Member]
Derivatives, Fair Value [Line Items]
Total net derivative asset (liability)	1,470	740
Not Designated as Hedging Instruments [Member] \| Foreign Exchange [Member] \| Fair Value [Member] \| Prepaids And Other Current Assets [Member]
Derivatives, Fair Value [Line Items]
Total net derivative asset (liability)	1,603	1,606
Not Designated as Hedging Instruments [Member] \| Foreign Exchange [Member] \| Fair Value [Member] \| Other Current Liabilities [Member]
Derivatives, Fair Value [Line Items]
Total net derivative asset (liability)	$ (133)	$ (866)

DERIVATIVES (INCOME STATEMENT CLASSIFICATION) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
Derivative Instruments, Gain (Loss) [Line Items]
Interest Expense.	$ 13,734	$ 7,943	$ 7,538
Other nonoperating income expense	1,869	9,555	$ 2,157
Designated as Hedging Instruments [Member] \| Foreign Exchange [Member] \| Cash Flow [Member]
Derivative Instruments, Gain (Loss) [Line Items]
Amount of gain or (loss) recognized in other comprehensive income (loss) - effective portion, net of tax:	(14,336)	(16,438)
Designated as Hedging Instruments [Member] \| Foreign Exchange [Member] \| Cash Flow [Member] \| Reclassification from accumulated other comprehensive income \| Revenue
Derivative Instruments, Gain (Loss) [Line Items]
Revenues	(22,792)	(28,025)
Designated as Hedging Instruments [Member] \| Interest Rate \| Cash Flow [Member]
Derivative Instruments, Gain (Loss) [Line Items]
Amount of gain or (loss) recognized in other comprehensive income (loss) - effective portion, net of tax:	(70)	(312)
Designated as Hedging Instruments [Member] \| Interest Rate \| Cash Flow [Member] \| Reclassification from accumulated other comprehensive income \| Interest Expense
Derivative Instruments, Gain (Loss) [Line Items]
Interest Expense.	(115)	(534)
Not Designated as Hedging Instruments [Member] \| Foreign Exchange [Member] \| Fair Value [Member] \| Reclassification from accumulated other comprehensive income \| Other income (expense), net
Derivative Instruments, Gain (Loss) [Line Items]
Other nonoperating income expense	$ 1,350	$ (5,826)

FAIR VALUE (DERIVATIVES TABLE) (DETAILS) - USD ($) $ in Thousands	Dec. 31, 2017	Dec. 31, 2016
Significant Other Observable Inputs (Level 2) [Member]
Fair Value Net Derivative Assets And Liabilities Measured On Recurring And Nonrecurring Basis [Line Items]
Cash flow hedges	$ (26,256)	$ (54,039)
Interest rate swaps	0	(147)
Fair value hedges	1,470	740
Total net derivative asset (liability)	(24,786)	(53,446)
Fair Value, Measurements, Recurring [Member]
Fair Value Net Derivative Assets And Liabilities Measured On Recurring And Nonrecurring Basis [Line Items]
Cash flow hedges	(26,256)	(54,039)
Interest rate swaps	0	(147)
Fair value hedges	1,470	740
Total net derivative asset (liability)	$ (24,786)	$ (53,446)

FAIR VALUE (FAIR VALUE ASSETS AND LIABILITIES) (DETAILS) - USD ($) $ in Thousands	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
Liabilities [Abstract]
Contingent consideration	$ (399)	$ (1,808)	$ (13,450)
Fair Value, Measurements, Recurring [Member] \| Significant Other Observable Inputs (Level 2) [Member]
Liabilities [Abstract]
Deferred compensation plan liability	(13,219)	(10,841)
Derivative instruments, net	(24,786)	(53,446)
Total liabilities	(38,005)	(64,287)
Fair Value, Measurements, Recurring [Member] \| Significant Unobservable Inputs (Level 3) [Member]
Liabilities [Abstract]
Contingent consideration	(399)	(1,808)
Total liabilities	$ (399)	$ (1,808)

FAIR VALUE (CONTINGENT CONSIDERATION TABLE) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2017	Dec. 31, 2016
Business acquisitions, Contingent Consideration [Line Items]
Beginning balance, contingent consideration payable	$ 1,808	$ 13,450
Acquisitions		1,808
Payments	(1,433)	(9,439)
Imputed Interest/ Adjustment	24	(4,011)
Ending balance, contingent consideration payable	399	1,808
Iknowtion
Business acquisitions, Contingent Consideration [Line Items]
Beginning balance, contingent consideration payable	0	500
Payments		(500)
Ending balance, contingent consideration payable		0
Sofica [Member]
Business acquisitions, Contingent Consideration [Line Items]
Beginning balance, contingent consideration payable	0	3,153
Payments		(3,146)
Imputed Interest/ Adjustment		(7)
Ending balance, contingent consideration payable		0
rogenSi
Business acquisitions, Contingent Consideration [Line Items]
Beginning balance, contingent consideration payable	0	9,797
Payments		(5,793)
Imputed Interest/ Adjustment		(4,004)
Ending balance, contingent consideration payable		0
Welltok
Business acquisitions, Contingent Consideration [Line Items]
Beginning balance, contingent consideration payable	1,250	0
Acquisitions		1,250
Payments	(851)
Ending balance, contingent consideration payable	399	1,250
Atelka [Member]
Business acquisitions, Contingent Consideration [Line Items]
Beginning balance, contingent consideration payable	558	0
Acquisitions		558
Payments	(582)
Imputed Interest/ Adjustment	24
Ending balance, contingent consideration payable	$ 0	$ 558

FAIR VALUE (NARRATIVE) (DETAILS) - USD ($) $ in Millions	3 Months Ended					12 Months Ended
FAIR VALUE (NARRATIVE) (DETAILS) - USD ($) $ in Millions	Dec. 31, 2017	Sep. 30, 2016	Dec. 31, 2015	Sep. 30, 2015	Jun. 30, 2015	Dec. 31, 2017	Dec. 31, 2016
Business acquisitions, Contingent Consideration [Line Items]
Average interest rate on annual borrowings						2.20%	1.50%
Iknowtion
Business acquisitions, Contingent Consideration [Line Items]
Discount rate						21.00%
Sofica [Member]
Business acquisitions, Contingent Consideration [Line Items]
Discount rate						5.00%
Increase (decrease) in contingent consideration payable					$ 0.5
rogenSi
Business acquisitions, Contingent Consideration [Line Items]
Discount rate						4.60%
Increase (decrease) in contingent consideration payable		$ 4.3	$ 0.3	$ 0.8
Atelka [Member]
Business acquisitions, Contingent Consideration [Line Items]
Discount rate						0.00%
Increase (decrease) in contingent consideration payable	$ 0.6

INCOME TAXES (SOURCES OF PRE-TAX INCOME TABLE) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
Sources of pre-tax accounting income
Domestic	$ 10,909	$ (6,216)	$ 25,402
Foreign	77,978	56,514	60,487
Income before income taxes	$ 88,887	$ 50,298	$ 85,889

INCOME TAXES (PROVISION TABLE) (DETAILS) - USD ($) $ in Thousands	3 Months Ended								12 Months Ended
	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Dec. 31, 2016	Sep. 30, 2016	Jun. 30, 2016	Mar. 31, 2016	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
Current provision
Federal current									$ 48,556	$ (373)	$ 4,094
State current									99	372	1,829
Foreign current									12,643	14,447	4,764
Total current provision									61,298	14,446	10,687
Deferred provision (benefit)
Federal deferred									14,441	(2,390)	(1,895)
State deferred									707	103	1,085
Foreign deferred									1,629	704	10,127
Deferred Income Tax Expense (Benefit), Total									16,777	(1,583)	9,317
Income Tax Expense (Benefit), Total	$ 69,016	$ 2,071	$ 1,597	$ 5,391	$ 6,196	$ (813)	$ 2,952	$ 4,528	$ 78,075	$ 12,863	$ 20,004

INCOME TAXES (TAX RATE RECONCILIATION TABLE) (DETAILS) - USD ($) $ in Thousands	3 Months Ended								12 Months Ended
	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Dec. 31, 2016	Sep. 30, 2016	Jun. 30, 2016	Mar. 31, 2016	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
Effective tax rate reconciliation
Income tax per U.S. federal statutory rate (35%)									$ 31,110	$ 17,605	$ 30,062
State income taxes, net of federal deduction									460	(158)	1,603
Change in valuation allowances									(924)	(129)	3,923
Foreign income taxes at different rates than the U.S.									(14,417)	(10,206)	(14,490)
Foreign withholding taxes									323	590	958
Losses in international markets without tax benefits									1,098	2,474	1,999
Nondeductible compensation under Section 162(m)									647	104	512
Liabilities for uncertain tax positions									1,607	(133)	1,756
Permanent difference related to foreign exchange gains									142	388	162
(Income)/losses of foreign branch operations									(824)	(635)	(517)
Non-taxable earnings of minority interest									(1,030)	(1,128)	(1,349)
Foreign dividend less foreign tax credits									(4,798)	(4,646)	(4,425)
Increase in deferred tax liability - branch losses in UK											(2,530)
Decrease (increase) to deferred tax asset - change in state tax rate									1,101	443	(526)
State income tax credits									(207)	(100)	1,477
Foreign earnings taxed currently in U.S.									3,143	3,673	2,839
Taxes related to prior year filings									(865)	2,554	344
Taxes related to US tax reform	$ 62,400								61,569		0
Other									(474)	1,967	1,160
Income Tax Expense (Benefit), Total	$ 69,016	$ 2,071	$ 1,597	$ 5,391	$ 6,196	$ (813)	$ 2,952	$ 4,528	$ 78,075	$ 12,863	$ 20,004

INCOME TAXES (DTA AND DTL TABLE) (DETAILS) - USD ($) $ in Thousands	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015	Dec. 31, 2014
Deferred tax assets, gross
Accrued workers compensation, deferred compensation and employee benefits	$ 8,597	$ 11,212
Allowance for doubtful accounts, insurance and other accruals	2,197	3,348
Amortization of deferred rent liabilities	2,352	3,362
Net operating losses	17,887	20,253
Equity compensation	1,481	2,489
Customer acquisition and deferred revenue accruals	7,026	11,739
Federal and state tax credits, net	50	7,439
Depreciation and amortization	0	4,671
Unrealized losses on derivatives	3,137	13,815
DTA Contract Acquisition Costs	0	1,044
Other	1,557	2,331
Total deferred tax assets, gross	44,284	81,703
Valuation allowances	(9,526)	(9,949)	$ (10,139)	$ (10,721)
Deferred Tax Assets, Net of Valuation Allowance, Total	34,758	71,754
Deferred tax liabilities
Depreciation and amortization	(12,850)	0
Contract acquisition costs	(5,331)	0
Intangible Assets	(15,405)	(17,971)
Other	(446)	(357)
Total deferred tax liabilities	(34,032)	(18,328)
Deferred Tax Assets, Net, Total	$ 726	$ 53,426

INCOME TAXES (VALUATION ALLOWANCE ROLLFORWARD TABLE) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
INCOME TAXES [ABSTRACT]
Beginning balance, deferred income tax valuation allowance	$ 9,949	$ 10,139	$ 10,721
Additions to Deferred Income Tax Expense	2,044	1,914	4,300
Reduction of Deferred Income Tax Expense	(2,467)	(2,104)	(4,882)
Ending balance, deferred income tax valuation allowance	$ 9,526	$ 9,949	$ 10,139

INCOME TAXES (OPERATING LOSS CARRY FORWARDS TABLE) (DETAILS) $ in Thousands	Dec. 31, 2017 USD ($)
INCOME TAXES [ABSTRACT]
2018	$ 98
2019	205
2020	319
2021	160
After 2021	9,687
No expiration	5,282
Total	$ 15,751

INCOME TAXES (UNCERTAIN TAX BENEFITS TABLE) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
Reconciliation of Unrecognized Tax Benefits Rollforward
Beginning balance, unrecognized tax benefits	$ 2,382	$ 2,709	$ 1,661
Additions for current year tax positions	916	826	1,048
Reductions in prior year tax positions	0	(1,153)	0
Ending balance, unrecognized tax benefits	$ 3,298	$ 2,382	$ 2,709

INCOME TAXES (JURISDICTIONS OPEN TO TAX EXAMINATIONS TABLE) (DETAILS)	12 Months Ended
	Dec. 31, 2017
United States
Income Tax Examination [Line Items]
Tax Years Ended	2014 to present
Australia
Income Tax Examination [Line Items]
Tax Years Ended	2013 to present
Brazil
Income Tax Examination [Line Items]
Tax Years Ended	2012 to present
Canada
Income Tax Examination [Line Items]
Tax Years Ended	2009 to present
Mexico
Income Tax Examination [Line Items]
Tax Years Ended	2012 to present
Philippines
Income Tax Examination [Line Items]
Tax Years Ended	2015 to present

INCOME TAXES (NARRATIVE) (DETAILS) - USD ($) $ / shares in Units, $ in Thousands	3 Months Ended								12 Months Ended
	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Dec. 31, 2016	Sep. 30, 2016	Jun. 30, 2016	Mar. 31, 2016	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015	Dec. 31, 2014
Income Statement Narrative [Line Items]
Total deferred tax assets, net	$ 34,758				$ 71,754				$ 34,758	$ 71,754
Valuation allowances	9,526				9,949				$ 9,526	9,949	$ 10,139	$ 10,721
Net Change in Valuation Allowance	600				400		$ 1,000	$ 100
Income Tax Holidays Description									The Company has been granted "Tax Holidays" as an incentive to attract foreign investment by the governments of the Philippines and Costa Rica. Generally, a Tax Holiday is an agreement between the Company and a foreign government under which the Company receives certain tax benefits in that country, such as exemption from taxation on profits derived from export-related activities. In the Philippines, the Company has been granted multiple agreements with an initial period of four years and additional periods for varying years, expiring at various times between 2017 and 2019.
Income Tax Holiday Termination Date									2017 and 2019
Aggregate Effect on Income Tax Expense for Income Tax Holiday Jurisdictions									$ 11,900	$ 12,400	$ 12,200
Diluted Net Income Per Share Effect For Income Tax Holiday Jurisdictions									$ 0.26	$ 0.27	$ 0.25
Total Interest and Penalties Accrued Related to Uncertain Tax Positions Recorded in Balance Sheets	1,800				$ 693				$ 1,800	$ 693	$ 709
Reserve for Uncertain Tax Benefits, Net									3,300	$ 3,500
Decrease of Unrecognized Tax Benefits over Next 12 Months	5,100								5,100
Decrease in Unrecognized Tax Benefits is Reasonably Possible	3,900								3,900
Tax Adjustments, Settlements, and Unusual Provisions	300	$ (200)	$ 700	$ (300)
Settlement with Taxing Authority [Member]
Income Statement Narrative [Line Items]
Tax Adjustments, Settlements, and Unusual Provisions						$ 800
Expired statute of limitations [Member]
Income Statement Narrative [Line Items]
Tax Adjustments, Settlements, and Unusual Provisions						$ 500	$ 300
State Tax Credits And Nol [Member]
Income Statement Narrative [Line Items]
Net Change in Valuation Allowance									100
United States
Income Statement Narrative [Line Items]
Total deferred tax assets, net	4,200								$ 4,200
Income Tax Examination Years Under Audit									2014 through 2016
Foreign Jurisdictions
Income Statement Narrative [Line Items]
Total deferred tax assets, net	$ 3,500								$ 3,500
Canada
Income Statement Narrative [Line Items]
Income Tax Examination Years Under Audit									2009 and 2010
United Kingdom Ireland Australia \| Not Realizable Standard [Member]
Income Statement Narrative [Line Items]
Net Change in Valuation Allowance									$ 2,100
Argentina New Zealand Belgium Turkey UK \| Not Realizable Standard [Member]
Income Statement Narrative [Line Items]
Net Change in Valuation Allowance									$ (2,500)

RESTRUCTURING AND INTEGRATION CHARGES AND IMPAIRMENT LOSSES (LIABILITY CLASSIFICATION TABLE) (DETAILS) - USD ($) $ in Thousands	3 Months Ended								12 Months Ended
	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Dec. 31, 2016	Sep. 30, 2016	Jun. 30, 2016	Mar. 31, 2016	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
Restructuring Cost and Reserve [Line Items]
Reduction in force									$ 1,161	$ 3,400	$ 1,814
Facility exit charges									2,219	992
Restructuring charges, net	$ 4,897	$ 6,006	$ 3,593	$ 169	$ 502	$ 3,688	$ 114	$ 88	14,665	4,392	1,814
Customer Management Services
Restructuring Cost and Reserve [Line Items]
Reduction in force									1,012	2,837	1,482
Facility exit charges									2,050	959	0
Customer Growth Services
Restructuring Cost and Reserve [Line Items]
Reduction in force										147	22
Facility exit charges									0	0	0
Customer Technology Services
Restructuring Cost and Reserve [Line Items]
Reduction in force									94	324	13
Facility exit charges									84	33	0
Customer Strategy Services
Restructuring Cost and Reserve [Line Items]
Reduction in force									55	92	297
Facility exit charges									$ 85	$ 0	$ 0

RESTRUCTURING CHARGES AND IMPAIRMENT LOSSES (LIABLITY ROLLFORWARD TABLE) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2017	Dec. 31, 2016
Restructuring Cost and Reserve [Line Items]
Beginning balance, restructuring reserve	$ 1,566	$ 806
Expense	3,535	4,720
Payments	(2,800)	(3,540)
Changes due to foreign currency	(43)	(92)
Change in estimates	(155)	(328)
Ending balance, restructuring reserve	2,103	1,566
Reduction in Force [Member]
Restructuring Cost and Reserve [Line Items]
Beginning balance, restructuring reserve	1,468	806
Expense	1,316	3,728
Payments	(1,892)	(2,646)
Changes due to foreign currency	(43)	(92)
Change in estimates	(155)	(328)
Ending balance, restructuring reserve	694	1,468
Facility Exit and Other Charges [Member]
Restructuring Cost and Reserve [Line Items]
Beginning balance, restructuring reserve	98
Expense	2,219	992
Payments	(908)	(894)
Ending balance, restructuring reserve	$ 1,409	$ 98

RESTRUCTURING AND INTEGRATION CHARGES AND IMPAIRMENT LOSSES (NARRATIVE) (DETAILS) - USD ($)	3 Months Ended		12 Months Ended
	Dec. 31, 2017	Sep. 30, 2017	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
Reduction in force			$ 1,161,000	$ 3,400,000	$ 1,814,000
Facility exit charges			$ 2,219,000	992,000
Impaired Long-Lived Assets Held and Used, Asset Description			During each of the periods presented, the Company evaluated the annual recoverability of its leasehold improvement assets at certain customer engagement centers.
Impaired Long-Lived Assets Held and Used, Method for Determining Fair Value			To determine fair value, the Company used Level 3 inputs in its discounted cash flows analysis. Assumptions included the amount and timing of estimated future cash flows and assumed discount rates.
Customer Management Services
Reduction in force			$ 1,012,000	2,837,000	1,482,000
Facility exit charges			2,050,000	959,000	0
Customer Management Services \| Leasehold Improvements
Restructuring impairment losses			0	$ 0	$ 400,000
Connextions
Reduction in force			400,000
Termination fee			600,000
Integration charges	$ 3,900,000	$ 5,600,000
Facility exit charges			$ 1,400,000
Connextions \| Leasehold Improvements
Integration charges	$ 3,500,000

INDEBTEDNESS (NARRATIVE) (DETAILS) - USD ($)	Dec. 31, 2017	Dec. 31, 2016	Feb. 11, 2016
INDEBTEDNESS [ABSTRACT]
Initiation date of current line of credit agreement			Feb. 11, 2016
Line of Credit Facility, Expiration Date			Feb. 11, 2021
Initial Borrowing Capacity			$ 900,000,000.0
Maximum borrowing capacity			$ 1,200,000,000
Line of Credit Facility, Interest Rate Description			On October 30, 2017, the Company entered into a Third Amendment to the Credit Agreement and exercised the Credit Facility's accordion feature to increase the total commitment under the Credit Facility to $1.2 billion. All other material terms of the Credit Agreement remained unchanged.Base rate loans bear interest at a rate equal to the greatest of (i) Wells Fargo's prime rate, (ii) one half of 1% in excess of the federal funds effective rate, and (iii) 1.25% in excess of the one month London Interbank Offered Rate ("LIBOR"); plus in each case a margin of 0% to 0.75% based on the Company's net leverage ratio. Eurodollar loans bear interest at LIBOR plus a margin of 1.0% to 1.75% based on the Company's net leverage ratio. Alternate currency loans bear interest at rates applicable to their respective currencies.
Line of Credit Facility, Commitment Fee Description			The Credit Facility commitment fees are payable to the lenders in an amount equal to the unused portion of the Credit Facility at a rate of 0.125% to 0.250% based on the Company's net leverage ratio.The Company is obligated to maintain a maximum net leverage ratio of 3.25 to 1.00, and a minimum interest coverage ratio of 2.50 to 1.00.
Description of line of credit agreement			The Credit Agreement provides for a secured revolving credit facility that matures on February 11, 2021 with an initial maximum aggregate commitment of $900.0 million, and an accordion feature of up to $1.2 billion in the aggregate, if certain conditions are satisfied.
Borrowings outstanding on credit facility	$ 344,000,000	$ 217,300,000
Average daily utilization under credit facility	494,700,000	$ 375,300,000
Letters of credit issued under credit facility	4,500,000
Remaining borrowing capacity under credit facility	350,000,000
Letters Of Credit Issued Outside Line Of Credit Facility	$ 700,000

DEFERRED REVENUE AND COSTS (DEFERRED REVENUE CLASSIFICATION TABLE) (DETAILS) - USD ($) $ in Thousands	Dec. 31, 2017	Dec. 31, 2016
DEFERRED REVENUE AND COSTS [ABSTRACT]
Deferred revenue - current	$ 21,628	$ 23,318
Deferred revenue - long-term	9,632	8,851
Total deferred revenue	$ 31,260	$ 32,169

- Definition

The carrying amount of consideration received or receivable as of the balance sheet date on potential earnings that were not recognized as revenue in conformity with GAAP, and which are expected to be recognized as such within one year or the normal operating cycle, if longer, including sales, license fees, and royalties, but excluding interest income.

+ References + Details

- Definition

The noncurrent portion of deferred revenue amount as of balance sheet date. Deferred revenue is a liability related to a revenue producing activity for which revenue has not yet been recognized, and is not expected to be recognized in the next twelve months. Generally, an entity records deferred revenue when it receives consideration from a customer before achieving certain criteria that must be met for revenue to be recognized in conformity with GAAP.

+ References + Details

DEFERRED REVENUE AND COSTS (DEFERRED COSTS CLASSIFICATION TABLE) (DETAILS) - USD ($) $ in Thousands	Dec. 31, 2017	Dec. 31, 2016
DEFERRED REVENUE AND COSTS [ABSTRACT]
Deferred costs - current	$ 13,649	$ 14,755
Deferred costs - long-term	9,654	8,124
Total deferred costs	$ 23,303	$ 22,879

LEASES (FUTURE MINIMUM LEASE PAYMENTS TABLE) (DETAILS) $ in Thousands	Dec. 31, 2017 USD ($)
LEASES [ABSTRACT]
2018	$ 44,177
2019	34,528
2020	26,471
2021	20,854
2022	17,215
Thereafter	30,984
Total future minimum lease payments	174,229
2018	(2,470)
2019	(2,470)
2020	(2,470)
2021	(206)
Sublease Income Total	$ (7,616)

LEASES (ASSET RETIREMENT SCHEDULE TABLE) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2017	Dec. 31, 2016
LEASES [ABSTRACT]
Beginning balance, asset retirement obligation	$ 1,861	$ 1,641
Additions and modifications	317	333
Accretion	7	15
Settlements	(247)	(128)
Ending balance, asset retirement obligation	$ 1,938	$ 1,861

LEASES (NARRATIVE) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
LEASES (NARRATIVE) (DETAILS) - USD ($) $ in Thousands	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
LEASES [ABSTRACT]
Rent expense recognized, net, under operating leases	$ 46,300	$ 39,500	$ 37,700
Deferred rent liability	$ 15,714	$ 15,256

MANDATORILY REDEEMABLE NONCONTROLLING INTEREST (ROLLFORWARD TABLE) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
Mandatorily redeemable noncontrolling interest [Line Items]
Net income attributable to mandatorily redeemable noncontrolling interest	$ 10,812	$ 37,435	$ 65,885
Change in redemption value		(466)	(1,113)
Purchase of mandatorily redeemable noncontrolling interest	$ 0	(4,105)	0
Iknowtion
Mandatorily redeemable noncontrolling interest [Line Items]
ownership percentage	100.00%
Mandatorily redeemable noncontrolling interest, January 1		4,131
Working capital distributed to mandatorily redeemable noncontrolling interest		(492)
Change in redemption value		466
Purchase of mandatorily redeemable noncontrolling interest		$ (4,105)
Mandatorily redeemable noncontrolling interest, December 31			$ 4,131

MANDATORILY REDEEMABLE NONCONTROLLING INTEREST (NARRATIVE) (DETAILS)	12 Months Ended
	Dec. 31, 2017
Mandatorily Redeemable Noncontrolling Interest [Abstract]
Description of mandatorily redeemable noncontrolling interest	The Company held an 80% interest in iKnowtion until January 1, 2016 when the additional 20% was purchased. In the event iKnowtion met certain EBITDA targets for calendar year 2015, the purchase and sale agreement required TTEC to purchase the remaining 20% interest in iKnowtion in 2016 for an amount equal to a multiple of iKnowtion's 2015 EBITDA as defined in the purchase and sale agreement. These terms represented a contingent redemption feature which the Company determined was probable of being achieved.Based on final EBITDA for 2015, the payment for the remaining 20% was completed in April 2016 for the value shown in the table below in accordance with the purchase and sale agreement.The Company has recorded the mandatorily redeemable noncontrolling interest at the redemption value based on the corresponding EBITDA multiples as prescribed in the purchase and sale agreement at the end of each reporting period. At the end of each reporting period the changes in the redemption value are recorded in retained earnings. Since the EBITDA multiples as defined in the purchase and sale agreement are below the current market multiple, the Company has determined that there is no preferential treatment to the noncontrolling interest shareholders resulting in no impact to earnings per share.

ACCUMULATED OTHER COMPREHENSIVE INCOME (LOSS) (ROLLFORWARD TABLE) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
AOCI Attributable to Parent, Net of Tax [Roll Forward]
Beginning balance, value	$ (361,895)	$ (440,817)	$ (463,250)
Ending balance, value	(362,845)	(361,895)	(440,817)
Accumulated Other Comprehensive Income (Loss)
AOCI Attributable to Parent, Net of Tax [Roll Forward]
Beginning balance, value	126,964	101,365	52,274
Other comprehensive income (loss) before reclassifications	39,536	(7,668)	(57,807)
Amounts reclassified from accumulated other comprehensive income (loss)	(14,876)	(17,931)	8,716
Net current period other comprehensive income (loss)	24,660	(25,599)	(49,091)
Ending balance, value	102,304	126,964	101,365
Foreign Currency Translation Adjustment
AOCI Attributable to Parent, Net of Tax [Roll Forward]
Beginning balance, value	92,008	71,196	33,352
Other comprehensive income (loss) before reclassifications	7,908	(20,812)	(37,844)
Net current period other comprehensive income (loss)	7,908	(20,812)	(37,844)
Ending balance, value	84,100	92,008	71,196
Derivative Valuation, Net of Tax
AOCI Attributable to Parent, Net of Tax [Roll Forward]
Beginning balance, value	32,393	26,885	18,345
Other comprehensive income (loss) before reclassifications	31,053	11,242	(16,349)
Amounts reclassified from accumulated other comprehensive income (loss)	(14,406)	(16,750)	7,809
Net current period other comprehensive income (loss)	16,647	(5,508)	(8,540)
Ending balance, value	15,746	32,393	26,885
Other, Net of Tax.
AOCI Attributable to Parent, Net of Tax [Roll Forward]
Beginning balance, value	2,563	3,284	577
Other comprehensive income (loss) before reclassifications	575	1,902	(3,614)
Amounts reclassified from accumulated other comprehensive income (loss)	(470)	(1,181)	907
Net current period other comprehensive income (loss)	105	721	(2,707)
Ending balance, value	$ 2,458	$ 2,563	$ 3,284

ACCUMULATED OTHER COMPREHENSIVE INCOME (LOSS) (INCOME STATEMENT CLASSIFICATION TABLE) (DETAILS) - USD ($) $ in Thousands	3 Months Ended								12 Months Ended
	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Dec. 31, 2016	Sep. 30, 2016	Jun. 30, 2016	Mar. 31, 2016	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
Presentation of Income Statement Reclassifications [Line Items]
Sales Revenue Services Net	$ 426,623	$ 359,036	$ 353,429	$ 338,277	$ 344,947	$ 312,796	$ 305,105	$ 312,410	$ 1,477,365	$ 1,275,258	$ 1,286,755
Interest Expense.									13,734	7,943	7,538
Benefit from (provision for) income taxes	$ (69,016)	$ (2,071)	$ (1,597)	$ (5,391)	$ (6,196)	$ 813	$ (2,952)	$ (4,528)	(78,075)	(12,863)	(20,004)
Net income									10,812	37,435	65,885
Accumulated Other Comprehensive Income (Loss)
Presentation of Income Statement Reclassifications [Line Items]
Net Income (Loss) - Other									14,876	17,931	(8,716)
Derivative Valuation, Net of Tax
Presentation of Income Statement Reclassifications [Line Items]
Net Income (Loss) - Other									14,406	16,750	(7,809)
Tax effect
Presentation of Income Statement Reclassifications [Line Items]
Provision for income taxes - Other									52	129	101
Cost of Services
Presentation of Income Statement Reclassifications [Line Items]
Cost of services									522	1,310	1,008
Reclassification from accumulated other comprehensive income
Presentation of Income Statement Reclassifications [Line Items]
Net Income (Loss) - Other									470	1,181	907
Reclassification from accumulated other comprehensive income \| Derivative Valuation, Net of Tax
Presentation of Income Statement Reclassifications [Line Items]
Net income									(14,406)	(16,750)	(7,809)
Reclassification from accumulated other comprehensive income \| Tax effect
Presentation of Income Statement Reclassifications [Line Items]
Benefit from (provision for) income taxes									(8,501)	(11,809)	(5,654)
Foreign Exchange Forward \| Reclassification from accumulated other comprehensive income \| Foreign Currency Translation Adjustment
Presentation of Income Statement Reclassifications [Line Items]
Sales Revenue Services Net									(22,792)	(28,025)	(12,410)
Interest Rate \| Reclassification from accumulated other comprehensive income \| Loss on interest rate swaps
Presentation of Income Statement Reclassifications [Line Items]
Interest Expense.									$ (115)	$ (534)	$ (1,053)

NET INCOME PER SHARE (DILUTED SHARES TABLE) (DETAILS) - shares shares in Thousands	3 Months Ended								12 Months Ended
	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Dec. 31, 2016	Sep. 30, 2016	Jun. 30, 2016	Mar. 31, 2016	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
Weighted Average Number of Shares Outstanding Reconciliation [Abstract]
Shares used in basic earnings per share calculation	45,856	45,838	45,662	45,950	46,386	47,081	47,873	48,368	45,826	47,423	48,370
Effect of dilutive securities:
Stock options									10	10	275
Restricted stock units									536	286	338
Performance-based restricted stock units									10	17	28
Total effects of dilutive securities									556	313	641
Shares used in dilutive earnings per share calculation	46,461	46,367	46,150	46,315	46,677	47,315	48,221	48,746	46,382	47,736	49,011

NET INCOME PER SHARE (NARRATIVE) (DETAILS) - shares	12 Months Ended
NET INCOME PER SHARE (NARRATIVE) (DETAILS) - shares	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
Stock Options [Member]
Anti-dilutive options to purchase common stock [Line Items]
Anti-dilutive securities	0	100,000	100,000
Restricted Stock Units (RSUs) [Member]
Anti-dilutive options to purchase common stock [Line Items]
Anti-dilutive securities	0	100,000	400,000

EMPLOYEE COMPENSATION PLANS (RSU ROLLFORWARD TABLE) (DETAILS)	12 Months Ended
	Dec. 31, 2017 $ / shares shares
RSU Rollforward by Shares
Unvested as of December 31, 2015, shares \| shares	1,167,621
Granted, shares \| shares	731,817
Vested, shares \| shares	(439,601)
Cancellations/expirations, shares \| shares	(169,410)
Unvested as of December 31, 2016, shares \| shares	1,290,427
RSU Rollforward by Weighted Average Grant Date Fair Value
Unvested as of December 31, 2015, weighted average grant date fair value \| $ / shares	$ 25.29
Granted, weighted average grant date fair value \| $ / shares	29.56
Vested, weighted average grant date fair value \| $ / shares	24.25
Cancellations/expirations, weighted average grant date fair value \| $ / shares	26.77
Unvested as of December 31, 2016, weighted average grant date fair value \| $ / shares	$ 27.87

EMPLOYEE COMPENSATION PLANS (OPTION ASSUMPTIONS TABLE) (DETAILS)	12 Months Ended
	Dec. 31, 2011
Assumptions Used in Determining Fair Value of Stock Options
Risk-free interest rate	2.10%
Expected life in years	2 years 8 months 12 days
Expected volatility	54.40%
Dividend yield	0.00%
Weighted-average volatility	54.40%

EMPLOYEE COMPENSATION PLANS (OPTIONS ROLLFORWARD TABLE) (DETAILS) $ / shares in Units, $ in Thousands		12 Months Ended
	Dec. 31, 2017 USD ($) $ / shares shares	Dec. 31, 2017 USD ($) $ / shares shares
Stock Option Rollforward by Shares
Outstanding as of December 31, 2016, shares \| shares		191,666
Exercises, shares \| shares		(60,000)
Post-vest cancellations/expirations, shares \| shares		(16,666)
Outstanding as of December 31, 2017, shares \| shares	115,000	115,000
Vested and exercisable as of December 31, 2017, shares \| shares	15,000	15,000
Stock Option Rollforward by Weighted Average Exercise Price
Outstanding as of December 31, 2016, weighted average exercise price \| $ / shares		$ 22.83
Exercises, weighted average exercise price \| $ / shares		35.81
Post-vest cancellations/expirations, weighted average exercise price \| $ / shares		17.31
Outstanding as of December 31, 2017, weighted average exercise price \| $ / shares	$ 16.86	16.86
Vested and exercisable as of December 31, 2017, weighted average exercise price \| $ / shares	$ 13.87	$ 13.87
Weighted Average Contract Term In Years [Abstract]
Outstanding as of December 31, 2017, weighted average remaining contract term in years	3 years 5 months 16 days
Vested and exercisable as of December 31, 2017, weighted average remaining contract term in years	8 months 16 days
Aggregate Intrinsic Value [Abstract]
Intrinsic Value of Options Exercised \| $		$ 194
Vested and exercisable as of December 31, 2017, aggregate intrinsic value \| $	$ 396	$ 396

EMPLOYEE COMPENSATION PLANS (NARRATIVE) (DETAILS) - USD ($) $ / shares in Units, $ in Thousands		12 Months Ended
	Dec. 31, 2017	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015	Dec. 31, 2011
Employee Service Share-based Compensation, Allocation of Recognized Period Costs [Line Items]
Company Match on US Defined Contribution Plans		$ 5,700	$ 5,100	$ 4,600
Shares Authorized under Current Equity Compensation Plan	4,000,000	4,000,000
Shares Available for Issuance under Current Equity Compensation Plan	1,100,000	1,100,000
Exercise of stock options, share		60,000
Equity-based compensation expense		$ 11,852	9,773	11,304
Total Tax Benefit Recognized for Equity-Based Compensation Expense		$ 6,800	5,000	6,700
Share Based Compensation Arrangement By Share Based Payment Award Equity Instruments Other Than Options Grants In Period Weighted Average Grant Date Fair Value		$ 29.56
Intrinsic Value of Non-Vested RSUs	$ 51,900	$ 51,900
Intrinsic Value of Options Exercised		194
Fair Value of Shares Vested				0
Proceeds from exercise of stock options		2,150	371	825
Recognized Tax Benefit from Exercise of Stock Options		0	200	1,000
Stock Options [Member]
Employee Service Share-based Compensation, Allocation of Recognized Period Costs [Line Items]
Intrinsic Value of Options Exercised		194,000	$ 400,000	$ 13,900
Stock Options [Member] \| Key Employee1 [Member]
Employee Service Share-based Compensation, Allocation of Recognized Period Costs [Line Items]
Options Granted to Key Employees					150,000
Restricted Stock Units (RSUs) [Member]
Employee Service Share-based Compensation, Allocation of Recognized Period Costs [Line Items]
Unrecognized Compensation Expense	23,700	$ 23,700
Requisite Service Period		1 year 6 months
Share Based Compensation Arrangement By Share Based Payment Award Equity Instruments Other Than Options Grants In Period Weighted Average Grant Date Fair Value		$ 29.56	$ 26.60	$ 26.52
Intrinsic Value of RSUs Vested		$ 10,600	$ 10,800	$ 13,000
Restricted Stock Units (RSUs) [Member] \| Executive Vice President [Member]
Employee Service Share-based Compensation, Allocation of Recognized Period Costs [Line Items]
Equity-based compensation expense		$ 400	100
Cost of Services
Employee Service Share-based Compensation, Allocation of Recognized Period Costs [Line Items]
Equity-based compensation expense	$ 4,100		3,100	2,900
Selling General And Administrative Expenses [Member]
Employee Service Share-based Compensation, Allocation of Recognized Period Costs [Line Items]
Equity-based compensation expense			$ 6,700	$ 8,400

STOCK REPURCHASE PROGRAM (NARRATIVE) (DETAILS) - USD ($) $ in Thousands, shares in Millions	12 Months Ended			194 Months Ended
	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015	Dec. 31, 2017
STOCK REPURCHASE PROGRAM [ABSTRACT]
Cumulative Authorized Share Repurchase Allowance	$ 762,300			$ 762,300
Treasury Stock Purchases, Shares				46.1
Cost of Treasury Stock Purchases	18,328	$ 74,683	$ 17,231	$ 735,800
Remaining Allowance Stock Repurchase Program	26,600			$ 26,600
Purchases of common stock, share				46.1
Purchases of common stock, value	$ 18,328	$ 74,683	$ 17,231	$ 735,800

RELATED PARTY TRANSACTIONS (NARRATIVE) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
Related Party Transaction Line Items
OperatingLeasesFutureMinimumPaymentsDue	$ 174,229
Airmax [Member]
Related Party Transaction Line Items
Purchases from Related Party	1,100	$ 1,000	$ 1,700
Accounts Payable Due from Related Party	375
Conversent [Member]
Related Party Transaction Line Items
Purchases from Related Party	70	100
Netlink [Member]
Related Party Transaction Line Items
Purchases from Related Party		98
CafeX [Member]
Related Party Transaction Line Items
Purchases from Related Party	100	$ 400	$ 250
Motif [Member]
Related Party Transaction Line Items
OperatingLeasesFutureMinimumPaymentsDue	$ 142

OTHER FINANCIAL INFORMATION (SELF INSURANCE LIABILITIES TABLE) (DETAILS) - USD ($) $ in Thousands	Dec. 31, 2017	Dec. 31, 2016
OTHER FINANCIAL INFORMATION [ABSTRACT]
Worker's compensation	$ 5,312	$ 1,523
Employee health and dental insurance	1,631	4,908
Total self insurance liabilities	$ 6,943	$ 6,431

QUARTERLY FINANCIAL DATA (UNAUDITED) (QUARTERLY FINANCIALS TABLE) (DETAILS) - USD ($) $ / shares in Units, shares in Thousands, $ in Thousands	3 Months Ended								12 Months Ended
	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Dec. 31, 2016	Sep. 30, 2016	Jun. 30, 2016	Mar. 31, 2016	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
QUARTERLY FINANCIAL DATA (UNAUDITED) [ABSTRACT]
Sales Revenue Services Net	$ 426,623	$ 359,036	$ 353,429	$ 338,277	$ 344,947	$ 312,796	$ 305,105	$ 312,410	$ 1,477,365	$ 1,275,258	$ 1,286,755
Cost of services	(312,618)	(275,548)	(268,004)	(253,898)	(249,943)	(233,541)	(226,768)	(231,340)	(1,110,068)	(941,592)	(928,247)
Selling, general and administrative	(49,942)	(45,167)	(43,985)	(43,220)	(44,895)	(40,628)	(44,774)	(45,500)	(182,314)	(175,797)	(194,606)
Depreciation and amortization	(17,234)	(16,515)	(16,258)	(14,500)	(16,914)	(16,811)	(17,221)	(17,729)	(64,507)	(68,675)	(63,808)
Restructuring charges, net	(4,897)	(6,006)	(3,593)	(169)	(502)	(3,688)	(114)	(88)	(14,665)	(4,392)	(1,814)
Impairment losses	(5,322)	0	0	0	(26,448)	(5,602)	0	0	(5,322)	(32,050)	(8,100)
Income from operations	36,610	15,800	21,589	26,490	6,245	12,526	16,228	17,753	100,489	52,752	90,180
Other income (expense)	(8,318)	1,846	(4,198)	(932)	290	(690)	(734)	(1,320)	(11,602)	(2,454)	(4,291)
Benefit from (provision for) income taxes	(69,016)	(2,071)	(1,597)	(5,391)	(6,196)	813	(2,952)	(4,528)	(78,075)	(12,863)	(20,004)
Net income attributable to noncontrolling interest	(728)	(806)	(1,100)	(922)	(953)	(1,198)	(926)	(680)	(3,556)	(3,757)	(4,219)
Net income (loss) attributable to TeleTech stockholders	$ (41,452)	$ 14,769	$ 14,694	$ 19,245	$ (614)	$ 11,451	$ 11,616	$ 11,225	$ 7,256	$ 33,678	$ 61,666
Weighted average shares outstanding
Basic	45,856	45,838	45,662	45,950	46,386	47,081	47,873	48,368	45,826	47,423	48,370
Diluted	46,461	46,367	46,150	46,315	46,677	47,315	48,221	48,746	46,382	47,736	49,011
Net income per share attributable to TeleTech stockholders
Basic	$ (0.90)	$ 0.32	$ 0.32	$ 0.42	$ (0.01)	$ 0.24	$ 0.24	$ 0.23	$ 0.16	$ 0.71	$ 1.27
Diluted	$ (0.89)	$ 0.32	$ 0.32	$ 0.42	$ (0.01)	$ 0.24	$ 0.24	$ 0.23	$ 0.16	$ 0.71	$ 1.26

QUARTERLY FINANCIAL DATA (UNAUDITED) (NARRATIVE) (DETAILS) - USD ($) $ in Thousands	3 Months Ended								12 Months Ended
	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Dec. 31, 2016	Sep. 30, 2016	Jun. 30, 2016	Mar. 31, 2016	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
Loss on assets held-for-sale									$ 2,578
Interest Expense.									13,734	$ 7,943	$ 7,538
Taxes related to US tax reform	$ 62,400								$ 61,569		0
Benefit to Income Taxes Related to Restructuring Charges	1,900	$ 2,400	$ 1,500		$ 200	$ 1,300
Net Change in Valuation Allowance	600				400		$ 1,000	$ 100
Benefit to Income Taxes Related to Impairments	1,900				8,300	1,500
Benefit to Income Taxes Related to Dispositon of Assets			1,300
Expense to Income Taxes Related to Dispositon of Assets	400	1,300
Tax Adjustments, Settlements, and Unusual Provisions	300	(200)	700	$ (300)
Expense to Income Taxes Related to Uncertain Tax Position					400	$ 600	$ 700
Expense Related to Tax Rate Changes					$ 500
Excess tax benefit from equity-based awards	200	$ 1,000	$ 700	$ 300						$ 557	$ (823)
Connextions
Interest Expense.	5,250
Motif [Member]
Interest Expense.	$ 1,200

Consolidated Statement of Stockholders' Equity (Parenthetical) - $ / shares	12 Months Ended
	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
Consolidated statement of stockholders' equity [Abstract]
Common Stock, Dividends, Per Share, Declared	$ 0.47	$ 0.385	$ 0.36

DERIVATIVES (INTEREST RATE SWAPS) (DETAILS) $ in Millions	Dec. 31, 2016 USD ($)
DERIVATIVES [ABSTRACT]
Notional Amount	$ 15.0
Fixed Rate Paid	3.14%

COMMITMENTS AND CONTINGENCIES (NARRATIVE) (DETAILS) $ in Millions	Dec. 31, 2017 USD ($)
COMMITMENTS AND CONTINGENCIES [Abstract]
Letters of credit issued under credit facility	$ 4.5
Letters of credit issued outside credit facility	$ 0.7