Document and Entity Information - USD ($)	12 Months Ended
Document and Entity Information - USD ($)	Dec. 31, 2015	Mar. 07, 2016	Jun. 30, 2015
Document and Entity Information [Abstract]
Entity Registrant Name	TELETECH HOLDINGS INC
Entity Central Index Key	0001013880
Document Type	10-K
Document Period End Date	Dec. 31, 2015
Amendment Flag	false
Document Fiscal Year Focus	2015
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			$ 435,686,329
Entity Common Stock, Shares Outstanding		48,343,409

Consolidated Balance Sheets - USD ($) $ in Thousands	Dec. 31, 2015	Dec. 31, 2014
Current assets
Cash and cash equivalents	$ 60,304	$ 77,316
Accounts receivable, net	283,474	276,432
Prepaids and other current assets	64,180	64,702
Deferred tax assets, net		22,501
Income tax receivable	7,114	4,532
Total current assets	415,072	445,483
Long-term assets
Property, plant and equipment, net	168,289	150,212
Goodwill	114,183	128,705
Deferred tax assets, net	52,082	31,512
Other intangible assets, net	51,215	59,905
Other long-term assets	42,486	36,658
Total long-term assets	428,255	406,992
Total assets	843,327	852,475
Current liabilities
Accounts payable	43,323	37,019
Accrued employee compensation and benefits	71,634	70,069
Other accrued expenses	33,160	34,430
Income taxes payable	9,125	10,141
Deferred revenue	26,184	29,887
Other current liabilities	23,480	17,085
Total current liabilities	206,906	198,631
Long-term liabilities
Line of credit	100,000	100,000
Deferred tax liabilities, net	3,333	4,675
Deferred rent	11,791	8,956
Other long-term liabilities	76,349	74,149
Total long-term liabilities	191,473	187,780
Total liabilities	$ 398,379	$ 386,411
Commitments and contingencies (Note 14)
Mandatorily redeemable noncontrolling interest	$ 4,131	$ 2,814
Stockholders' equity
Common stock - $0.01 par value; 150,000,000 shares authorized; 48,481,323 and 48,452,852 shares outstanding as of December 31, 2015 and December 31, 2014, respectively	485	485
Additional paid-in capital	347,251	356,792
Treasury stock at cost: 33,648,003 and 33,599,401 shares as of September 30, 2015 and December 31, 2014, respectively	(533,744)	(527,595)
Accumulated other comprehensive income (loss)	(101,365)	(52,274)
Retained earnings	720,989	677,859
Noncontrolling interest	7,201	7,983
Total stockholders' equity	440,817	463,250
Total liabilities and stockholders' equity	$ 843,327	$ 852,475

Consolidated Balance Sheets (Parenthetical) - $ / shares	Dec. 31, 2015	Dec. 31, 2014
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	48,481,323	48,452,852
Treasury stock, shares	33,570,930	33,599,401

Consolidated Statements of Comprehensive Income (Loss) - USD ($) shares in Thousands, $ in Thousands	12 Months Ended
	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013
Consolidated Statements of Comprehensive Income
Revenue	$ 1,286,755	$ 1,241,781	$ 1,193,157
Operating expenses
Cost of services (exclusive of depreciation and amortization presented separately below)	928,247	886,492	846,631
Selling, general and administrative	194,606	198,553	193,423
Depreciation and amortization	63,808	56,538	46,064
Restructuring charges, net	1,814	3,350	4,435
Impairment losses	8,100	373	1,205
Total operating expenses	1,196,575	1,145,306	1,091,758
Income from operations	90,180	96,475	101,399
Other income (expense)
Interest income	1,090	1,769	2,560
Interest expense	(7,538)	(6,946)	(7,513)
Deconsolidation, Gain (Loss), Amount	0	0	(3,655)
Other income (expense), net	2,157	9,161	(722)
Total other income (expense)	(4,291)	3,984	(9,330)
Income before income taxes	85,889	100,459	92,069
Benefit from (provision for) income taxes	(20,004)	(23,042)	(20,598)
Net income	65,885	77,417	71,471
Net income attributable to noncontrolling interest	(4,219)	(5,124)	(4,083)
Net income attributable to TeleTech stockholders	61,666	72,293	67,388
Other comprehensive income (loss)
Foreign currency translation adjustments	(38,200)	(23,120)	(26,342)
Derivative valuation, gross	(15,768)	(16,970)	(29,465)
Derivative valuation, tax effect	7,228	6,978	11,554
Other, net of tax	(2,707)	1,076	598
Total other comprehensive income (loss)	(49,447)	(32,036)	(43,655)
Total comprehensive income (loss)	16,438	45,381	27,816
Less: Comprehensive income attributable to noncontrolling interest	(3,026)	(4,163)	(3,995)
Comprehensive income attributable to TeleTech stockholders	$ 13,412	$ 41,218	$ 23,821
Weighted average shares outstanding
Basic	48,370	49,297	51,338
Diluted	49,011	50,102	52,244
Net income per share attributable to TeleTech stockholders
Basic	$ 1.27	$ 1.47	$ 1.31
Diluted	$ 1.26	$ 1.44	$ 1.29

Consolidated Statement of Stockholders' Equity - USD ($) $ in Thousands	Stockholders' Equity of the Company Preferred Stock [Member]	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
Preferred stock beginning balance, share at Dec. 31, 2012	0
Common stock beginning balance, share at Dec. 31, 2012		52,288
Beginning balance,value at Dec. 31, 2012	$ 0	$ 522	$ (428,716)	$ 350,714	$ 22,981	$ 540,791	$ 12,978	$ 499,270
Net income excluding mandatorily redeemable noncontrolling interest	0					67,388	3,601	70,989
Dividends distributed to noncontrolling interest	0						(4,183)	(4,183)
Purchases of outstanding noncontrolling interest	0			3,715			(4,140)	(425)
Adjustments to redemption value of mandatorily redeemable noncontrolling interest	0					(1,677)		(1,677)
Deconsolidation of a subsidiary	0						(121)	(121)
Foreign currency translation adjustments	0				(26,254)		(88)	(26,342)
Derivatives valuation, net of tax	$ 0				(17,911)			(17,911)
Vesting of restricted stock units, share	0	455
Vesting of restricted stock units, value	$ 0	$ 5	6,530	(11,509)				(4,974)
Exercise of stock options, share	0	91
Exercise of stock options, value	$ 0	$ 1	1,294	(433)				862
Excess tax benefit from equity-based awards	0			787				787
Equity-based compensation expense	$ 0			13,107			34	13,141
Purchases of common stock, share	0	(2,481)
Purchases of common stock, value	$ 0	$ (25)	(56,507)					(56,532)
Other, net of tax	$ 0				598			598
Preferred stock ending balance, share at Dec. 31, 2013	0
Common stock ending balance, share at Dec. 31, 2013		50,353
Ending balance,value at Dec. 31, 2013	$ 0	$ 503	(477,399)	356,381	(20,586)	606,502	8,081	473,482
Net income excluding mandatorily redeemable noncontrolling interest	0					72,293	4,512	76,805
Dividends distributed to noncontrolling interest	0						(4,275)	(4,275)
Adjustments to redemption value of mandatorily redeemable noncontrolling interest	0					(936)		(936)
Foreign currency translation adjustments	0				(22,771)		(349)	(23,120)
Derivatives valuation, net of tax	$ 0				(9,993)			(9,993)
Vesting of restricted stock units, share	0	396
Vesting of restricted stock units, value	$ 0	$ 4	5,979	(11,362)				(5,379)
Exercise of stock options, share	0	58
Exercise of stock options, value	$ 0	$ 1	876	(434)				443
Excess tax benefit from equity-based awards	0			1,015				1,015
Equity-based compensation expense	$ 0			11,192			14	11,206
Purchases of common stock, share	0	(2,354)
Purchases of common stock, value	$ 0	$ (23)	(57,051)					(57,074)
Other, net of tax	$ 0				1,076			$ 1,076
Preferred stock ending balance, share at Dec. 31, 2014	0							0
Common stock ending balance, share at Dec. 31, 2014		48,453						48,452,852
Ending balance,value at Dec. 31, 2014	$ 0	$ 485	(527,595)	356,792	(52,274)	677,859	7,983	$ 463,250
Net income excluding mandatorily redeemable noncontrolling interest	0					61,666	3,382	65,048
Dividends to shareholders ($0.18 per common share)	0					(17,423)		(17,423)
Dividends distributed to noncontrolling interest	0						(3,960)	(3,960)
Adjustments to redemption value of mandatorily redeemable noncontrolling interest	0					(1,113)		(1,113)
Foreign currency translation adjustments	0				(37,844)		(356)	(38,200)
Derivatives valuation, net of tax	0				(8,540)			(8,540)
Vesting of restricted stock units, share		372
Vesting of restricted stock units, value	0	$ 4	5,768	(10,016)				$ (4,244)
Exercise of stock options, share		342						(894,168)
Exercise of stock options, value	0	$ 3	5,307	(9,737)				$ (4,427)
Excess tax benefit from equity-based awards	0			(823)				(823)
Equity-based compensation expense	0			11,035			152	$ 11,187
Purchases of common stock, share		(686)						686,000,000
Purchases of common stock, value	0	$ (7)	(17,224)					$ (17,231)
Other, net of tax	$ 0				(2,707)			$ (2,707)
Preferred stock ending balance, share at Dec. 31, 2015	0							0
Common stock ending balance, share at Dec. 31, 2015		48,481						48,481,323
Ending balance,value at Dec. 31, 2015	$ 0	$ 485	$ (533,744)	$ 347,251	$ (101,365)	$ 720,989	$ 7,201	$ 440,817

Consolidated Statements of Cash Flows - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013
Cash flows from operating activities
Net income	$ 65,885	$ 77,417	$ 71,471
Adjustment to reconcile net income to net cash provided by operating activities:
Depreciation and amortization	63,808	56,538	46,064
Amortization of contract acquisition costs	900	856	1,160
Amortization of debt issuance costs	712	705	659
Imputed interest expense and fair value adjustments to contingent consideration	716	(6,233)	3,301
Provision for doubtful accounts	1,465	633	695
Gain on disposal of assets	(166)	141	0
Impairment losses	8,100	373	1,205
Deferred income taxes	9,317	9,514	6,892
Excess tax benefit from equity-based awards	(662)	(1,399)	(1,343)
Equity-based compensation expense	11,304	11,307	13,234
Loss (gain) on foreign currency derivatives	(1,469)	(1,548)	234
Loss on deconsolidation of subsidiary, net of cash of zero, zero and $897, respectively	0	0	2,758
Changes in assets and liabilities, net of acquisitions:
Accounts receivable	(19,867)	(41,005)	7,291
Prepaids and other assets	(5,379)	(5,300)	(5,374)
Accounts payable and accrued expenses	11,941	(8,115)	(2,549)
Deferred revenue and other liabilities	(12,855)	206	(7,718)
Net cash provided by operating activities	133,750	94,090	137,979
Cash flows from investing activities
Proceeds from Sale of Productive Assets	202	135	0
Purchases of property, plant and equipment, net of acquisitions	(66,595)	(67,641)	(50,364)
Investments in non-marketable equity investments	(9,000)	0	0
Acquisitions, net of cash acquired of zero and $812, respectively	(1,776)	(24,416)	(9,166)
Net cash used in investing activities	(77,169)	(91,922)	(59,530)
Cash flows from financing activities
Proceeds from line of credit	2,262,350	2,077,400	1,533,550
Payments on line of credit	(2,262,350)	(2,077,400)	(1,541,550)
Proceeds from other debt	0	0	3,709
Payments on other debt	(3,222)	(4,504)	(5,789)
Payments of contingent consideration related to acquisitions	(11,883)	(8,547)	0
Dividends paid to shareholders	(17,423)	0	0
Dividends distributed to noncontrolling interest	(4,593)	(5,962)	(4,455)
Proceeds from exercise of stock options	825	443	862
Excess tax benefit from equity-based awards	662	1,399	1,343
Payments of debt issuance costs	(35)	0	(1,800)
Purchase of treasury stock	(17,231)	(57,074)	(56,532)
Net cash used in financing activities	(52,900)	(74,245)	(70,662)
Effect of exchange rate changes on cash and cash equivalents	(20,693)	(8,624)	(14,255)
(Decrease) increase in cash and cash equivalents	(17,012)	(80,701)	(6,468)
Cash and cash equivalents, beginning of period	77,316	158,017	164,485
Cash and cash equivalents, end of period	60,304	77,316	158,017
Supplemental disclosures
Cash paid for interest	6,052	5,404	4,220
Cash paid for income taxes	15,178	14,545	16,757
Non-cash investing and financing activities
Acquisition of long lived assets through capital leases	10,492	696	0
Acquisition of equipment through increase in accounts payable, net	386	4,170	2,762
Landlord incentives credited to deferred rent	0	0	1,016
Contract acquisition costs credited to accounts receivable	$ 1,055	$ 471	$ 1,000

Consolidated Statements of Cash Flows (Parenthetical) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013
Cash flows from investing activities
Loss on deconsolidation of subsidiary, net of cash of zero, zero, and $897, respectively	$ 0	$ 0	$ 897
Acquisitions, net of cash acquired of zero and $812, respectively	$ 0	$ 3,525	$ 6,423

OVERVIEW AND BASIS OF PRESENTATION

12 Months Ended

Dec. 31, 2015

OVERVIEW AND BASIS OF PRESENTATION [Abstract]

OVERVIEW AND BASIS OF PRESENTATION

(1)OVERVIEW AND SUMMARY OF SIGNIFICANT ACCOUNTING POLICIES

Overview

TeleTech Holdings, Inc. and its subsidiaries (“TeleTech” or the “Company”) is a customer engagement management services provider, delivering integrated consulting, technology, growth and customer care solutions on a global scale. Our suite of products and services allows us to design and deliver engaging, outcome-based customer experiences across numerous interaction channels. TeleTech’s 44,000 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, Ireland, Israel, 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 TeleTech, its wholly owned subsidiaries, its 55% equity owned subsidiary Percepta, LLC, its 80% interest in iKnowtion, LLC, and its 80% interest in Peppers & Rogers Group through the third quarter of 2013 when the final 20% interest was repurchased (see Note 2). All intercompany balances and transactions have been eliminated in consolidation.

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 and the nine months ended September 30, 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 and accounts receivable and payable 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 income (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		25 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 years. 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 three 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 proceed to Step 2 where the fair value of the reporting unit will be allocated to assets and liabilities as they would in a business combination. Impairment occurs when the carrying amount of goodwill exceeds its estimated fair value calculated in Step 2.

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 four to 11 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 (a 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 delivery centers and existing markets. In some cases, the Company has chosen to close under-performing delivery 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 provides for U.S. income tax expense on the earnings of foreign subsidiaries unless the subsidiaries’ earnings are considered permanently reinvested outside the U.S.

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 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 items 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 includes 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 delivery 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 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. This new guidance was effective for fiscal years, and interim periods within those years, beginning after December 15, 2016, and 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. The Company is currently determining its implementation approach and assessing the impact on the consolidated financial statements.

In August 2015, the FASB issued ASU 2015-04, “Deferral of Effective Date”. ASU 2015-04 defers the effective date of ASU 2014-09 for revised revenue recognition by one year which means it will be effective for fiscal years, and interim periods within those years, beginning after December 15, 2017.

In April 2015, the FASB issued ASU No. 2015-03, “Simplifying the Presentation of Debt Issuance Costs”. ASU 2015-03 requires all costs incurred in connection with the issuance of debt to be presented in the balance sheet as a direct deduction from the carrying value of the associated debt liability. This ASU is effective for interim and annual periods beginning on or after December 15, 2015 and early adoption is permitted. Beginning in 2016, the Company will apply the new guidance as applicable and does not expect adoption of this standard to have a material impact on its financial position, results of operations or related disclosures.

In September 2015, the FASB issued ASU 2015-16, “Simplifying the Accounting for Measurement-Period Adjustments”. ASU 2015-16 requires that the cumulative impact of all measurement period adjustments be recorded in the period in which the adjustment is identified. This change eliminates the requirement to restate prior financial statements. The ASU is effective for interim and annual periods beginning on or after December 15, 2015 and can be early adopted for periods for which the financial statements have not yet been issued. The Company took advantage of the early adoption provision and adopted the standard during the quarter ended September 30, 2015. It did not have a material impact on its financial position, results of operations or related disclosures.

In November 2015, the FASB issued ASU 2015-17, “Balance Sheet Classification of Deferred Taxes”, which simplifies the presentation of deferred income taxes. This ASU requires that deferred tax assets and liabilities be classified as non-current in a statement of financial position. The Company early adopted ASU 2015-17 effective December 31, 2015 on a prospective basis. Adoption of this ASU resulted in a reclassification of the Company’s net current deferred tax asset to the net non-current deferred tax asset in its Consolidated Balance Sheet as of December 31, 2015. No prior periods were retrospectively adjusted. See additional discussion in Note 10 Income Taxes.

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 to 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 determining its implementation approach and assessing the impact on the consolidated financial statements and related disclosures.

ACQUISITIONS

12 Months Ended

Dec. 31, 2015

ACQUISITIONS [ABSTRACT]

ACQUISITIONS

(2)ACQUISITIONS

rogenSi

In the third quarter of 2014, as an addition to the Customer Strategy Services (“CSS”) segment, the Company acquired substantially all operating assets of rogenSi Worldwide PTY, Ltd., a global leadership, change management, sales, performance training and consulting company.

The total purchase price was $34.3 million, subject to certain working capital adjustments, and consists of $18.0 million in cash at closing and an estimated $14.5 million in three earn-out payments, contingent on the acquired companies and TeleTech’s CSS segment achieving certain agreed earnings before interest, taxes, depreciation and amortization (“EBITDA”) targets, as defined in the sale and purchase agreement. Additionally, the estimated purchase price included a $1.8 million hold-back payment for contingencies as defined in the sale and purchase agreement which will be paid in the first quarter of 2016, if required. The total contingent consideration possible per the sale and purchase agreement ranges from zero to $17.6 million and the earn-out payments are payable in early 2015, 2016 and 2017, based on July 1, 2014 through December 31, 2014, and full year 2015 and 2016 performance, respectively.

The fair value of the contingent consideration was measured by applying a probability weighted discounted cash flow model based on significant inputs not observable in the market (Level 3 inputs). Key assumptions include a discount rate of 4.6% and expected future value of payments of $15.3 million. The $15.3 million of expected future payments was calculated using a probability weighted EBITDA assessment with the highest probability associated with rogenSi achieving the targeted EBITDA for each earn-out year. As of the acquisition date, the fair value of the contingent consideration was approximately $14.5 million. During the fourth quarter of 2014, the third quarter of 2015, and the fourth quarter of 2015, the Company recorded fair value adjustments of the contingent consideration of $0.5 million, $0.8 million, and $(0.3) million, respectively, based on revised estimates noting higher or lower probability of exceeding the EBITDA targets (see Note 9). As of December 31, 2015, the fair value of the contingent consideration was $9.8 million, of which $5.7 million and $4.1 million were included in Other accrued expenses and Other long-term liabilities in the accompanying Consolidated Balance Sheets, respectively.

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	$	2,670
Accounts receivable, net		6,417
Other assets		2,880
Property, plant and equipment		578
Deferred tax assets, net		449
Customer relationships		6,331
Tradename / trademarks		5,545
Non-compete agreements		927
Goodwill		17,260
		43,057

Accounts payable		708
Accrued employee compensation and benefits		2,203
Accrued expenses		1,146
Other		4,597
		8,654

Total purchase price	$	34,403

In the third quarter of 2015, the Company finalized its valuation of rogenSi for the acquisition date assets acquired and liabilities assumed. The only material adjustment was an increase to the balances for tradename/ trademarks, customer relationships and non-compete agreements by $3.4 million and a resulting decrease to goodwill of $3.4 million. In connection with this valuation finalization, a reduction to amortization expense of $0.3 million was recorded during the quarter ended September 30, 2015.

The rogenSi customer relationships and non-compete agreements will be amortized over useful life of 70 months and 30 months, respectively. The goodwill recognized from the rogenSi acquisition is attributable, but not limited to, the acquired workforce and expected synergies within CSS. 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 rogenSi are reported within the CSS segment from the date of acquisition.

Sofica

In the first quarter of 2014, as an addition to the Customer Management Services (“CMS”) segment, the Company acquired a 100% interest in Sofica Group, a Bulgarian joint stock company (“Sofica”). Sofica provides customer lifecycle management and other business process services across multiple channels in multiple sites in over 18 languages.

The purchase price of $14.2 million included $9.4 million in cash consideration (including working capital adjustments) and an estimated $3.8 million in earn-out payments, payable in 2015 and 2016, contingent on Sofica achieving specified EBITDA targets, as defined by the stock purchase agreement. The total contingent consideration possible per the stock purchase agreement ranges from zero to $7.5 million. Additionally, the purchase price includes a $1.0 million hold-back payment for contingencies as defined in the stock purchase agreement which will be paid in the second quarter of 2016, if required.

The fair value of the contingent consideration was measured based on significant inputs not observable in the market (Level 3 inputs). Key assumptions include a discount rate of 5.0% and expected future value of payments of $4.0 million. The $4.0 million of expected future payments was calculated using a probability weighted EBITDA assessment with the highest probability associated with Sofica achieving the targeted EBITDA for each earn-out year. As of the acquisition date, the fair value of the contingent consideration was approximately $3.8 million. During the third and fourth quarters of 2014, the Company recorded fair value adjustments of the contingent consideration of $1.8 million and $0.6 million, respectively based on revised estimates noting higher probability of exceeding the EBITDA targets (see Note 9). During the second quarter of 2015, the Company recorded a negative fair value adjustment for contingent consideration of $0.5 million based on revised estimates noting lower profitability than initially estimated. As of December 31, 2015, the fair value of the remaining contingent consideration was $3.2 million, which was included in Other accrued expenses in the accompanying Consolidated Balance Sheets.

In the first quarter of 2015, the Company finalized its valuation of Sofica for the acquisition date assets acquired and liabilities assumed. There were no material measurement period adjustments in 2015.

Other Acquisitions

WebMetro

In the third quarter of 2013, as an addition to the Customer Growth Services (“CGS”) segment, the Company acquired 100% of WebMetro, a California corporation (“WebMetro”), a digital marketing agency.

The total purchase price was $17.8 million.

The Company was obligated to make earn-out payments during 2014 and 2015 if WebMetro achieved specified EBITDA targets, as defined by the stock purchase agreement. The fair value of the contingent payments was measured based on significant inputs not observable in the market (Level 3 inputs). Key assumptions include a discount rate of 5.3% and expected future value of payments of $2.6 million. The $2.6 million of expected future payments was calculated using probability weighted EBITDA assessment with the highest probability associated with WebMetro achieving the targeted EBITDA for each earn-out year. As of the acquisition date, the fair value of the contingent payments was approximately $2.5 million. The first contingent payment of $1.0 million was completed in the second quarter of 2014. During the third quarter of 2014, the Company recorded a fair value adjustment to reduce the contingent consideration by $1.7 million based on revised estimates noting the achievement of the EBITDA target was remote (see Note 9). As of December 31, 2014, the fair value of the remaining contingent consideration was zero.

In the third quarter of 2014, the Company finalized its valuation of WebMetro for the acquisition date assets acquired and liabilities assumed. There were no material measurement period adjustments in 2014.

Financial Impact of Acquired Businesses

The acquired businesses purchased in 2014 and 2013 noted above contributed revenues of $65.9 million, $43.2 million, and $6.4 million, and income from operations of $0.6 million, $5.3 million, and $0.9 million inclusive of $4.2 million, $3.3 million, and $0.8 million of acquired intangible amortization, to the Company for the years ended December 31, 2015, 2014 and 2013, respectively.

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. TeleTech anticipates deploying the CaféX technology as part of the TeleTech customer experience offerings within the CMS business segment and as part of its Humanify platform. At December 31, 2015, 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, 2015.

- Definition

The entire disclosure for a business combination (or series of individually immaterial business combinations) completed during the period, including background, timing, and recognized assets and liabilities. The disclosure may include leverage buyout transactions (as applicable).

+ References

Reference 1: http://www.xbrl.org/2003/role/presentationRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 805
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-Section 50
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+ Details

SEGMENT INFORMATION

12 Months Ended

Dec. 31, 2015

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 operational and design consulting, systems integration, and cloud and on-premise managed services, the requirements needed to design, deliver and maintain best-in-class multichannel customer engagement platforms; and

the CSS segment provides professional services in customer experience strategy, customer intelligence analytics, 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, 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

Year Ended December 31, 2014


							Depreciation
	Gross		Intersegment		Net		&		Income from
	Revenue		Sales		Revenue		Amortization		Operations
Customer Management Services	$	923,497	$	—	$	923,497	$	40,577	$	76,792
Customer Growth Services		115,434		—		115,434		6,048		7,255
Customer Technology Services		139,218		(36)		139,182		7,489		4,519
Customer Strategy Services		63,668		—		63,668		2,424		7,909
Total	$	1,241,817	$	(36)	$	1,241,781	$	56,538	$	96,475

Year Ended December 31, 2013


							Depreciation
	Gross		Intersegment		Net		&		Income from
	Revenue		Sales		Revenue		Amortization		Operations
Customer Management Services	$	892,145	$	(1,262)	$	890,883	$	33,884	$	75,689
Customer Growth Services		100,996		—		100,996		4,127		3,024
Customer Technology Services		152,769		(284)		152,485		6,201		19,965
Customer Strategy Services		49,643		(850)		48,793		1,852		2,721
Total	$	1,195,553	$	(2,396)	$	1,193,157	$	46,064	$	101,399



	For the Year Ended December 31,
	2015		2014		2013
Capital Expenditures
Customer Management Services	$	56,570	$	49,630	$	40,007
Customer Growth Services		4,681		3,195		3,421
Customer Technology Services		4,216		14,423		6,450
Customer Strategy Services		1,128		393		486
Total	$	66,595	$	67,641	$	50,364


	December 31,
	2015		2014		2013
Total Assets
Customer Management Services	$	512,100	$	514,957	$	554,015
Customer Growth Services		75,291		88,394		86,416
Customer Technology Services		159,850		159,441		157,040
Customer Strategy Services		96,086		89,683		44,871
Total	$	843,327	$	852,475	$	842,342

	December 31,
	2015		2014		2013
Goodwill
Customer Management Services	$	22,009	$	25,871	$	19,819
Customer Growth Services		24,439		30,395		30,128
Customer Technology Services		42,709		42,709		42,709
Customer Strategy Services		25,026		29,730		10,087
Total	$	114,183	$	128,705	$	102,743

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,
	2015		2014		2013
Revenue
United States	$	679,959	$	603,297	$	556,239
Philippines		343,013		348,339		354,942
Latin America		147,267		172,270		176,906
Europe / Middle East / Africa		78,182		83,944		72,644
Asia Pacific		32,554		28,294		18,489
Canada		5,780		5,637		13,937
Total	$	1,286,755	$	1,241,781	$	1,193,157

Property, plant and equipment, gross
United States	$	415,918	$	382,508	$	337,311
Philippines		140,712		119,482		101,123
Latin America		49,464		67,193		75,618
Europe / Middle East / Africa		14,567		13,367		12,311
Asia Pacific		23,181		26,502		28,195
Canada		16,239		19,299		20,941
Total	$	660,081	$	628,351	$	575,499

Other long-term assets
United States	$	34,007	$	27,728	$	34,891
Philippines		5,220		5,202		4,408
Latin America		1,161		1,456		5,299
Europe / Middle East / Africa		811		692		311
Asia Pacific		165		1,309		779
Canada		1,122		271		38
Total	$	42,486	$	36,658	$	45,726

- Definition

The entire disclosure for reporting segments including data and tables. Reportable segments include those that meet any of the following quantitative thresholds a) it's reported revenue, including sales to external customers and intersegment sales or transfers is 10 percent or more of the combined revenue, internal and external, of all operating segments b) the absolute amount of its reported profit or loss is 10 percent or more of the greater, in absolute amount of 1) the combined reported profit of all operating segments that did not report a loss or 2) the combined reported loss of all operating segments that did report a loss c) its assets are 10 percent or more of the combined assets of all operating segments.

+ References

Reference 1: http://www.xbrl.org/2003/role/presentationRef
-Publisher FASB
-Name Accounting Standards Codification
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-Publisher FASB
-Name Accounting Standards Codification
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-URI http://asc.fasb.org/extlink&oid=51669610&loc=d3e8906-108599

+ Details

ACCOUNTS RECEIVABLE AND SIGNIFICANT CLIENTS

12 Months Ended

Dec. 31, 2015

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,
	2015		2014
Accounts receivable	$	285,650	$	279,857
Less: Allowance for doubtful accounts		(2,176)		(3,425)
Accounts receivable, net	$	283,474	$	276,432

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


	December 31,
	2015		2014		2013
Balance, beginning of year	$	3,425	$	3,815	$	3,635
Provision for doubtful accounts		1,465		633		695
Uncollectible receivables written-off		(2,035)		(681)		(315)
Effect of foreign currency		(679)		(342)		(200)
Balance, end of year	$	2,176	$	3,425	$	3,815

Significant Clients

The Company had one client that contributed in excess of 10% of total revenue in the years ended December 31, 2015, 2014 and 2013. This client operates in the communications industry and is included in the Customer Management Services segment. The revenue from this client as a percentage of total revenue was as follows:


	Year Ended December 31,
	2015		2014		2013

Telecommunications client	10	%	11	%	12	%

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


	Year Ended December 31,
	2015		2014		2013

Telecommunications client	$	23,953	$	38,400	$	24,120

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, management performs periodic credit evaluations of its clients and maintains allowances for uncollectible accounts and may require pre-payment for services. Although the Company is impacted by economic conditions in various industry segments, management does not believe significant credit risk exists as of December 31, 2015.

PROPERTY PLANT AND EQUIPMENT

12 Months Ended

Dec. 31, 2015

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,
	2015		2014
Land and buildings	$	38,833	$	38,833
Computer equipment and software		359,581		334,127
Telephone equipment		41,035		38,925
Furniture and fixtures		62,606		57,411
Leasehold improvements		157,788		158,844
Motor vehicles		238		175
Construction-in-progress and other		-		36
Property, plant and equipment, gross		660,081		628,351
Less: Accumulated depreciation and amortization		(491,792)		(478,139)
Property, plant and equipment, net	$	168,289	$	150,212

Depreciation and amortization expense for property, plant and equipment was $54.0 million, $46.9 million and $38.7 million for the years ended December 31, 2015, 2014 and 2013, respectively.

Included in the computer equipment and software is internally developed software of $18.4 million net and $17.1 million net as of December 31, 2015 and 2014, respectively.

GOODWILL

12 Months Ended

Dec. 31, 2015

GOODWILL [ABSTRACT]

GOODWILL.

(6)GOODWILL

Goodwill consisted of the following (in thousands):


							Effect of
	December 31,		Acquisitions /				Foreign		December 31,
	2014		Adjustments		Impairments		Currency		2015

Customer Management Services	$	25,871	$	—	$	(1,769)	$	(2,093)	$	22,009
Customer Growth Services		30,395		—		(5,956)		—		24,439
Customer Technology Services		42,709		—		—		—		42,709
Customer Strategy Services		29,730		(3,600)		—		(1,104)		25,026
Total	$	128,705	$	(3,600)	$	(7,725)	$	(3,197)	$	114,183


							Effect of
	December 31,		Acquisitions /				Foreign		December 31,
	2013		Adjustments		Impairments		Currency		2014

Customer Management Services	$	19,819	$	6,358	$	—	$	(306)	$	25,871
Customer Growth Services		30,128		267		—		—		30,395
Customer Technology Services		42,709		—		—		—		42,709
Customer Strategy Services		10,087		21,210		—		(1,567)		29,730
Total	$	102,743	$	27,835	$	—	$	(1,873)	$	128,705

The adjustment recorded during 2015 relates to the finalization of the purchase price valuation for the rogenSi acquisition which resulted in a decrease in the goodwill balance. See Note 2 for further information.

Impairment

The Company has eleven 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.

The Company concluded that goodwill for all reporting units was not impaired at December 1, 2014. While no impairment indicators were identified, due to the small margin of fair value in excess of carrying value for two reporting units, Revana (approximately 6%) and WebMetro (approximately 11%) both of which are a part of the CGS segment, these reporting units remain at considerable risk for future impairment if projected operating results are not met or other inputs into the fair value measurement change.

At September 30, 2015, the Company updated its quantitative assessment of these reporting units 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. As of September 30, 2015, the updated fair value for Revana is in excess of its carrying value (approximately 23%) and no further analysis is required.

At September 30, 2015, the updated fair value for WebMetro was below the carrying value which necessitated an interim impairment analysis. The Company tested all of the assets of this reporting unit for impairment.

Definite-lived long-lived assets consisted of fixed assets, internally developed software, and an intangible asset related to the WebMetro customer relationships. The Company determined that the undiscounted future cash flows would be sufficient to cover the net book value of all definite-lived long-lived assets.

For the goodwill impairment analysis, the Company calculated the fair value of the WebMetro 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, a compounded annual revenue growth rate of 20% for years 2016 through 2019, a perpetuity growth rate of 4.0% based on the current inflation rate combined with the GDP growth rate for the reporting unit’s geographical region and a discount rate of 17.0%, which is equal to the reporting unit’s equity risk premium adjusted for its size and company specific risk factors. 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 current business plan assumes the occurrence of certain events, including increased revenue growth for the next several years. Significant differences in the outcome of some or all of these assumptions may impact the calculated fair value of this reporting unit resulting in a different outcome to goodwill impairment in a future period.

Since the fair value of the reporting unit was not in excess of its carrying value, the Company calculated the implied fair value of goodwill and compared that value to the carrying value of goodwill. Implied fair value of goodwill is equal to the excess of the reporting unit’s fair value over the amounts assigned to its net identifiable assets and liabilities. Upon completing this assessment, the Company determined that the implied fair value of goodwill was below the carrying value and thus a $3.1 million impairment was recorded in the three months ended September 30, 2015, and was included in Impairment losses in the Consolidated Statements of Comprehensive Income (Loss).

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, 2015, the date of the annual impairment testing, the Company concluded that for nine 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.

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 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% to 20%;

EBITDA margin projections held relatively flat over the forecast periods ranging from 10% to 20%;

Estimated income tax rates of 10% to 40%;

Estimated capital expenditures ranging from $0.1 million to $30 million; and

Discount rates ranging from 11.6% to 15.8% 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.

As of December 1, 2015, during the annual goodwill impairment analysis the Company determined that for the WebMetro reporting unit there was an error in the discounted cash flow analysis regarding the inclusion of amortization of the intangible assets into future years including the perpetuity income calculation. When this error was corrected, the WebMetro fair value was below the carrying value including the impairment recorded as of September 30, 2015. The Company determined the error occurred in past periods and recalculated the adjusted fair value as of December 1, 2014. Based on this analysis, the fair value was below the carrying value as of December 1, 2014 and a Step 2 impairment analysis was completed. The Company completed the goodwill analysis based on the key assumptions that were used as of December 1, 2014.

Since the fair value of the reporting unit was not in excess of its carrying value, the Company calculated the implied fair value of goodwill and compared that value to the carrying value of goodwill. Upon completing this assessment, the Company determined that the implied fair value of goodwill was below the carrying value and thus a $2.3 million impairment should have been recorded as of December 1, 2014. Based on these revisions, the third quarter 2015 assessment was also adjusted and additional $0.6 million impairment should have been recorded as of September 30, 2015. These impairments were recorded in the current year in the three months ended December 31, 2015, and were included in Impairment losses in the Consolidated Statements of Comprehensive Income (Loss). As of December 31, 2015, the entire goodwill balance for WebMetro has now been impaired

As of December 1, 2015, the updated fair value for the Latin America reporting unit was below the carrying value which necessitated an impairment analysis. The Company tested all of the assets of this reporting unit for impairment.

Definite-lived long-lived assets consisted of fixed assets and an intangible asset related to customer relationships. The Company determined that the undiscounted future cash flows would be sufficient to cover the net book value of all definite-lived long-lived assets

For the goodwill impairment analysis, the Company calculated the fair value of the Latin America 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, a compounded annual revenue growth rate of negative 22% for 2016 followed by 6% for years 2017 through 2020, a perpetuity growth rate of 4% based on the current inflation rate combined with the GDP growth rate for the reporting unit’s geographical region and a discount rate of 15.8%, which is equal to the reporting unit’s equity risk premium adjusted for its size, country and company specific risk factors. 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.

Since the fair value of the Latin America reporting unit was not in excess of its carrying value, the Company calculated the implied fair value of goodwill and compared that value to the carrying value of goodwill. 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 $1.8 million was impaired and recorded in the three months ended December 31, 2015, and included in Impairment losses in the Consolidated Statements of Comprehensive Income (Loss).

OTHER INTANGIBLE ASSETS

12 Months Ended

Dec. 31, 2015

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,
	2014		Amortization		Adjustments		Currency		2015
Customer relationships, gross	$	63,914	$	—	$	(2,982)	$	1,325	$	62,257
Customer relationships - accumulated amortization		(20,326)		(7,401)		—		(2,453)		(30,180)
Other intangible assets, gross		13,113		—		986		(349)		13,750
Other intangible assets - accumulated amortization		(6,509)		(2,345)		—		99		(8,755)
Trade name - indefinite life		9,713		—		5,544		(1,114)		14,143
Other intangible assets, net	$	59,905	$	(9,746)	$	3,548	$	(2,492)	$	51,215


							Effect of
	December 31,						Foreign		December 31,
	2013		Amortization		Acquisitions		Currency		2014
Customer relationships, gross	$	50,830	$	—	$	14,115	$	(1,031)	$	63,914
Customer relationships - accumulated amortization		(13,547)		(6,779)		—		—		(20,326)
Other intangible assets, gross		11,634		—		1,607		(128)		13,113
Other intangible assets - accumulated amortization		(3,818)		(2,691)		—		—		(6,509)
Trade name - indefinite life		9,713		—		—		—		9,713
Other intangible assets, net	$	54,812	$	(9,470)	$	15,722	$	(1,159)	$	59,905

The adjustments recorded during 2015 relate to the finalization of the purchase price valuation for the rogenSi acquisition which resulted in an increase to the trade name and decrease in the customer relationships intangible assets. See Note 2 for further information.

Customer relationships are being amortized over the remaining weighted average useful life of 4.7 years and other intangible assets are being amortized over the remaining weighted average useful life of 2.4 years. Amortization expense related to intangible assets was $9.7 million, $9.6 million and $7.2 million for the years ended December 31, 2015, 2014 and 2013, respectively.

Expected future amortization of other intangible assets as of December 31, 2015 is as follows (in thousands):


2016	$	9,648
2017		7,900
2018		5,987
2019		5,495
2020		3,263
Thereafter		4,779
Total	$	37,072

In connection with the reorganization of the CSS segment an interim impairment analysis was completed during the second quarter of 2013. The indefinite-lived intangible asset evaluated for impairment consisted of the PRG 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 6.0%, a discount rate specific to the trade name of 38.0% and a perpetuity growth rate of 7.0%. Based on the calculated fair value of $5.3 million, the Company recorded impairment expense of $1.1 million in the three months ended June 30, 2013. The Company reevaluated the PRG trade name for impairment as of December 31, 2013. The Company used the same method to fair value the PRG trade name and similar inputs described above. The forecasted revenues used to fair value the PRG trade name changed resulting in a fair value of $5.7 million. This fair value was approximately 7% higher than the book value of $5.3 million. As a result, the Company continues to evaluate the PRG trade name for impairment.

Definite-lived long-lived assets consisted of fixed assets and an intangible asset related to the PRG customer relationships. The Company determined that the undiscounted future cash flows would be sufficient to cover the net book value of all definite-lived long-lived assets upon reorganization of the Customer Strategy Services segment and as of December 31, 2013.

DERIVATIVES

12 Months Ended

Dec. 31, 2015

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, 2015, 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, 2015, 2014 and 2013 (in thousands and net of tax):


	Year Ended December 31,
	2015		2014		2013

Aggregate unrealized net gain/(loss) at beginning of period	$	(18,345)	$	(8,352)	$	9,559
Add: Net gain/(loss) from change in fair value of cash flow hedges		(16,349)		(12,121)		(13,721)
Less: Net (gain)/loss reclassified to earnings from effective hedges		7,809		2,128		(4,190)
Aggregate unrealized net gain/(loss) at end of period	$	(26,885)	$	(18,345)	$	(8,352)

The Company’s foreign exchange cash flow hedging instruments as of December 31, 2015 and 2014 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, 2015

Amount

12 months

Through

Philippine Peso

16,362,000

361,571

(1)

45.4

October 2020

Mexican Peso

2,637,000

173,124

28.7

October 2020

534,695


	Local
	Currency	U.S. Dollar
	Notional	Notional
As of December 31, 2014	Amount	Amount
Canadian Dollar	1,500	$	1,441
Philippine Peso	17,428,000		398,046	(1)
Mexican Peso	2,532,000		179,089
New Zealand Dollar	490		381
		$	578,957

(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, 2015 and December 31, 2014.

The Company’s interest rate swap arrangements as of December 31, 2015 and 2014 were as follows:

Contract

Notional

Variable Rate

Fixed Rate

Commencement

Maturity

Amount

Received

Paid

Date

Swap 1

25 million

1 - month LIBOR

2.55

April 2012

April 2016

Swap 2

15 million

1 - month LIBOR

3.14

May 2012

May 2017

40 million

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, 2015 and 2014, the total notional amount of the Company’s forward contracts used as fair value hedges was $241.0 million and $242.5 million, respectively.

Derivative Valuation and Settlements

The Company’s derivatives as of December 31, 2015 and 2014 were as follows (in thousands):


	December 31, 2015
	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	$	39	$	—	$	2,489
Other long-term assets		66		—		—
Other current liabilities		(20,088)		(549)		(116)
Other long-term liabilities		(25,739)		(102)		—
Total fair value of derivatives, net	$	(45,722)	$	(651)	$	2,373


	December 31, 2014
	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	$	192	$	—	$	797
Other long-term assets		389		—		—
Other current liabilities		(12,680)		(988)		(5)
Other long-term liabilities		(17,070)		(452)		—
Total fair value of derivatives, net	$	(29,169)	$	(1,440)	$	792

The effect of derivative instruments on the Consolidated Statements of Comprehensive Income (Loss) for the years ended December 31, 2015 and 2014 were as follows (in thousands):


	Year Ended December 31,
	2015				2014
	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	$	(7,198)	$	(611)	$	(11,926)	$	(195)

Amount and location of net gain or (loss) reclassified from Accumulated OCI to income - effective portion:
Revenue	$	(12,410)	$	—	$	(2,429)	$	—
Interest expense		—		(1,053)		—		(1,060)


	Year Ended December 31,
	2015				2014
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		—		(6,127)		—		(386)

- Definition

The entire disclosure for derivative instruments and hedging activities including, but not limited to, risk management strategies, non-hedging derivative instruments, assets, liabilities, revenue and expenses, and methodologies and assumptions used in determining the amounts.

+ References

Reference 1: http://www.xbrl.org/2003/role/presentationRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 815
-SubTopic 30
-Section 45
-Paragraph 1
-URI http://asc.fasb.org/extlink&oid=6441202&loc=d3e80720-113993

Reference 2: http://www.xbrl.org/2003/role/presentationRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 815
-SubTopic 10
-Section 50
-Paragraph 4C
-URI http://asc.fasb.org/extlink&oid=56946850&loc=SL5624171-113959

Reference 3: http://www.xbrl.org/2003/role/presentationRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 815
-SubTopic 10
-Section 50
-Paragraph 2
-URI http://asc.fasb.org/extlink&oid=56946850&loc=d3e41620-113959

Reference 4: http://www.xbrl.org/2003/role/presentationRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 815
-SubTopic 10
-Section 50
-Paragraph 4B
-URI http://asc.fasb.org/extlink&oid=56946850&loc=SL5624163-113959

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-Publisher FASB
-Name Accounting Standards Codification
-Topic 815
-SubTopic 10
-Section 50
-Paragraph 1
-URI http://asc.fasb.org/extlink&oid=56946850&loc=SL5579240-113959

Reference 6: http://www.xbrl.org/2003/role/presentationRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 815
-SubTopic 10
-Section 50
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-URI http://asc.fasb.org/extlink&oid=56946850&loc=SL5624177-113959

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-Name Accounting Standards Codification
-Topic 815
-SubTopic 30
-Section 50
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-URI http://asc.fasb.org/extlink&oid=35736893&loc=d3e80784-113994

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-Publisher FASB
-Name Accounting Standards Codification
-Topic 815
-SubTopic 10
-Section 50
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-URI http://asc.fasb.org/extlink&oid=56946850&loc=d3e41641-113959

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-Name Accounting Standards Codification
-Topic 815
-SubTopic 10
-Section 50
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-URI http://asc.fasb.org/extlink&oid=56946850&loc=SL5579245-113959

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-Publisher FASB
-Name Accounting Standards Codification
-Topic 815
-SubTopic 10
-Section 50
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-URI http://asc.fasb.org/extlink&oid=56946850&loc=SL5624258-113959

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-Publisher FASB
-Name Accounting Standards Codification
-Topic 815
-SubTopic 30
-Section 50
-Paragraph 1
-URI http://asc.fasb.org/extlink&oid=35736893&loc=d3e80748-113994

Reference 12: http://www.xbrl.org/2003/role/presentationRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 815
-SubTopic 10
-Section 50
-Paragraph 4K
-URI http://asc.fasb.org/extlink&oid=56946850&loc=SL5708775-113959

Reference 13: http://www.xbrl.org/2003/role/presentationRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 815
-SubTopic 10
-Section 50
-Paragraph 4J
-URI http://asc.fasb.org/extlink&oid=56946850&loc=SL5708773-113959

Reference 14: http://www.xbrl.org/2003/role/presentationRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 815
-SubTopic 10
-Section 50
-Paragraph 4A
-URI http://asc.fasb.org/extlink&oid=56946850&loc=SL5618551-113959

Reference 15: http://www.xbrl.org/2003/role/presentationRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 815
-SubTopic 10
-Section 50
-Paragraph 1B
-URI http://asc.fasb.org/extlink&oid=56946850&loc=SL5580258-113959

Reference 16: http://www.xbrl.org/2003/role/presentationRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 815
-SubTopic 10
-Section 50
-Paragraph 4E
-URI http://asc.fasb.org/extlink&oid=56946850&loc=SL5624181-113959

Reference 17: http://www.xbrl.org/2003/role/presentationRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 815
-SubTopic 25
-Section 50
-Paragraph 1
-URI http://asc.fasb.org/extlink&oid=6886632&loc=d3e76258-113986

Reference 18: http://www.xbrl.org/2003/role/presentationRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 815
-SubTopic 10
-Section 50
-Paragraph 4
-URI http://asc.fasb.org/extlink&oid=56946850&loc=d3e41638-113959

Reference 19: http://www.xbrl.org/2003/role/presentationRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 235
-SubTopic 10
-Section S99
-Paragraph 1
-Subparagraph (SX 210.4-08.(n))
-URI http://asc.fasb.org/extlink&oid=26873400&loc=d3e23780-122690

+ Details

FAIR VALUE

12 Months Ended

Dec. 31, 2015

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, 2015 and 2014 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, 2015, the investment is recorded at $9.0 million which approximates fair value.

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, 2015 and 2014, the Company had $100.0 million and $100.0 million, respectively, of borrowings outstanding under the Credit Agreement. During 2015 and 2014, borrowings accrued interest at an average rate of 1.2% and 1.2% 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, 2015, 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, 2015 and 2014 (in thousands):

As of December 31, 2015


	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	$	—	$	(45,722)	$	—	$	(45,722)
Interest rate swaps		—		(651)		—		(651)
Fair value hedges		—		2,373		—		2,373
Total net derivative asset (liability)	$	—	$	(44,000)	$	—	$	(44,000)

As of December 31, 2014


	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	$	—	$	(29,169)	$	—	$	(29,169)
Interest rate swaps		—		(1,440)		—		(1,440)
Fair value hedges		—		792		—		792
Total net derivative asset (liability)	$	—	$	(29,817)	$	—	$	(29,817)

The following is a summary of the Company’s fair value measurements as of December 31, 2015 and 2014 (in thousands):

As of December 31, 2015


	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	$	—	$	(9,821)	$	—
Derivative instruments, net		—		(44,000)		—
Contingent consideration		—		—		(13,450)
Total liabilities	$	—	$	(53,821)	$	(13,450)

As of December 31, 2014


	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	$	—	$	(8,478)	$	—
Derivative instruments, net		—		(29,817)		—
Contingent consideration		—		—		(24,744)
Total liabilities	$	—	$	(38,295)	$	(24,744)

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, Guidon, TSG, WebMetro, Sofica and rogenSi. These contingent payables were recognized at fair value using a discounted cash flow approach and a discount rate of 21.0%, 21.0%, 4.6%, 5.3%, 5.0%, or 4.6%, 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 will accrete interest expense each period using the effective interest method until the future value of these contingent payables reaches their expected future value of $13.8 million. Interest expense related to all recorded contingent payables is included in Interest expense in the Consolidated Statements of Comprehensive Income (Loss).

During the second and fourth quarters of 2014, the Company recorded fair value adjustments of the contingent consideration associated with the TSG reporting unit within the CTS segment based on revised estimates noting achievement of the targeted 2014 and 2015 EBITDA was remote. Accordingly, a $4.0 million and $3.9 million, respectively, reductions in the payable were recorded as of June 30, 2014 and December 31, 2014 and were included in Other income (expense) in the Consolidated Statements of Comprehensive Income (Loss).

During the third and fourth quarters of 2014, the Company recorded fair value adjustments of the contingent consideration associated with the Sofica reporting unit within the CMS segment of $1.8 million and $0.6 million, respectively, as the Company’s revised estimates reflected Sofica exceeding its EBITDA targets for both 2014 and 2015. Accordingly, the $1.8 million and $0.6 million increases in the payable were recorded as of September 30, 2014 and December 31, 2014 and were included in Other income (expense) in the Consolidated Statements of Comprehensive Income (Loss).

During the third quarter of 2014, the Company recorded a fair value adjustment of the contingent consideration associated with the WebMetro reporting unit within the CGS segment based on revised estimates noting achievement of the targeted 2014 EBITDA was remote. Accordingly, a $1.7 million reduction in the payable was recorded as of September 30, 2014 and was included in Other income (expense) in the Consolidated Statements of Comprehensive Income (Loss).

During the fourth quarter of 2014 and the third quarter of 2015, 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 rogenSi exceeding its EBITDA targets for 2014 and 2015. Accordingly a $0.5 million and a $0.8 million increase in the payable were recorded as of December 31, 2014 and September 30, 2015, respectively, and were included in Other income (expense) in the Consolidated Statements of Comprehensive Income (Loss).

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 September 30, 2015 and was included in Other income (expense) in the Consolidated Statements of Comprehensive Income (Loss).

During the fourth quarter of 2015, the Company recorded a fair value adjustment of the contingent consideration associated with the rogenSi reporting unit within the CSS segment based on revised estimates reflecting rogenSi earnings will be lower than anticipated for 2015. Accordingly a $0.3 million decrease in the payable was recorded as of December 31, 2015 and was included in Other income (expense) in the Consolidated Statements of Comprehensive Income (Loss).

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,
	2014		Acquisitions		Payments		Adjustments		2015

iKnowtion	$	2,265	$	—	$	(1,800)	$	35	$	500
Guidon		1,000		—		(1,000)		—		—
TSG		—		—		—		—		—
WebMetro		—		—		—		—		—
Sofica		6,317		—		(2,838)		(326)		3,153
rogenSi		15,162		—		(6,372)		1,007		9,797
Total	$	24,744	$	—	$	(12,010)	$	716	$	13,450


							Imputed
	December 31,						Interest /		December 31,
	2013		Acquisitions		Payments		Adjustments		2014

iKnowtion	$	3,470	$	—	$	(1,400)	$	195	$	2,265
Guidon		2,637		—		(1,426)		(211)		1,000
TSG		12,933		—		(5,292)		(7,641)		—
WebMetro		2,708		—		(1,026)		(1,682)		—
Sofica		—		3,830		—		2,487		6,317
rogenSi		—		14,543		—		619		15,162
Total	$	21,748	$	18,373	$	(9,144)	$	(6,233)	$	24,744

- 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, 2015

INCOME TAXES [ABSTRACT]

INCOME TAXES

(10)INCOME TAXES

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


	Year Ended December 31,
	2015		2014		2013
Domestic	$	25,402	$	20,569	$	10,816
Foreign		60,487		79,890		81,253
Total	$	85,889	$	100,459	$	92,069

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


	Year Ended December 31,
	2015		2014		2013
Current provision for (benefit from)
Federal	$	4,094	$	(699)	$	(320)
State		1,829		270		150
Foreign		4,764		13,957		13,876
Total current provision for (benefit from)		10,687		13,528		13,706
Deferred provision for (benefit from)
Federal		(1,895)		10,148		4,674
State		1,085		423		195
Foreign		10,127		(1,057)		2,023
Total deferred provision for (benefit from)		9,317		9,514		6,892
Total provision for (benefit from) income taxes	$	20,004	$	23,042	$	20,598

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


	Year Ended December 31,
	2015		2014		2013
Income tax per U.S. federal statutory rate (35%)	$	30,062	$	35,161	$	32,224
State income taxes, net of federal deduction		1,603		1,525		210
Change in valuation allowances		3,923		256		3,266
Foreign income taxes at different rates than the U.S.		(14,490)		(17,824)		(20,529)
Foreign withholding taxes		958		257		2,504
Losses in international markets without tax benefits		1,999		1,649		779
Nondeductible compensation under Section 162(m)		512		817		1,847
Liabilities for uncertain tax positions		1,756		1,435		77
Permanent difference related to foreign exchange gains		162		(11)		(122)
(Income) losses of foreign branch operations		(517)		225		1,447
Non-taxable earnings of noncontrolling interest		(1,349)		(1,141)		(1,172)
Foreign dividend less foreign tax credits		(4,425)		(1,428)		(2,587)
Increase in deferred tax liability - branch losses in UK		(2,530)		(75)		(954)
Decrease (increase) to deferred tax asset - change in tax rate		(526)		(443)		(68)
State income tax credits and net operating losses		(1,477)		(142)		615
Foreign earnings taxed currently in U.S.		2,839		2,696		2,907
Other		1,504		85		154
Income tax per effective tax rate	$	20,004	$	23,042	$	20,598

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


	Year Ended December 31,
	2015		2014
Deferred tax assets, gross
Accrued workers compensation, deferred compensation and employee benefits	$	10,509	$	17,030
Allowance for doubtful accounts, insurance and other accruals		4,860		4,554
Amortization of deferred rent liabilities		2,500		2,201
Net operating losses		19,522		11,296
Equity compensation		3,505		2,997
Customer acquisition and deferred revenue accruals		16,610		16,241
Federal and state tax credits, net		10,057		10,621
Depreciation and amortization		6,265		—
Unrealized losses on derivatives		16,644		11,686
Other		2,655		12,749
Total deferred tax assets, gross		93,127		89,375
Valuation allowances		(10,139)		(10,721)
Total deferred tax assets, net		82,988		78,654
Deferred tax liabilities
Depreciation and amortization		—		(7,035)
Contract acquisition costs		(25,667)		(11,768)
Future losses in UK		—		(2,530)
Intangible assets		(6,082)		(7,628)
Other		(2,490)		(355)
Total deferred tax liabilities		(34,239)		(29,316)
Net deferred tax assets	$	48,749	$	49,338

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, 2015 the Company had approximately $40.4 million of net deferred tax assets in the U.S. and $8.4 million of net deferred tax assets related to certain international locations whose recoverability is dependent upon their future profitability. As of December 31, 2015 the deferred tax valuation allowance was $10.1 million and related primarily to tax losses in foreign jurisdictions and U.S. federal and state tax credits which do not meet the “more-likely-than-not” standard under current accounting guidance. The utilization of these federal and state tax credits are subject to numerous factors including various expiration dates, generation of future taxable income over extended periods of time and state income tax apportionment factors which are subject to change.

During November 2015, the FASB issued ASU 2015-17, “Balance Sheet Classification of Deferred Taxes”, which simplifies the presentation of deferred income taxes. This ASU requires that deferred tax assets and liabilities be classified as non-current in a statement of financial position. The Company early adopted ASU 2015-17 effective December 31, 2015 on a prospective basis. Adoption of this ASU resulted in a reclassification of the Company’s net current deferred tax asset to the net non-current deferred tax asset in its Consolidated Balance Sheet as of December 31, 2015. No prior periods were retrospectively adjusted.

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 2015, 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 $2.9 million decrease in certain state credits and NOLs that are now expected to be utilized prior to expiration, a $4.3 million increase in valuation allowance in Belgium, Canada, Costa Rica, Israel, Macedonia, New Zealand and United Kingdom for deferred tax assets that do not meet the “more-likely-than-not” standard, and a $1.8 million release of valuation allowance in 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,
	2015		2014		2013
Beginning balance	$	10,721	$	10,792	$	20,909
Additions of deferred income tax expense		4,300		946		4,218
Reductions of deferred income tax expense		(4,882)		(1,017)		(14,335)
Ending balance	$	10,139	$	10,721	$	10,792

As of December 31, 2015, 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):


2016	$	1,616
2017		133
2018		316
2019		295
After 2019		12,688
No expiration		4,473
Total	$	19,521

As of December 31, 2015, domestically, the Company had federal tax credit carry forwards in the amount of $1.6 million that if unused will expire in 2021, $2.2 million that if unused will expire in 2022, $2.2 million that if unused will expire in 2023, $0.9 million that if unused will expire in 2024, and $1.7 million that if unused will expire in 2025. The Company also had state tax credit carry-forwards of $0.3 million that if unused will expire between 2016 and 2023.

As of December 31, 2015 the cumulative amount of foreign earnings considered permanently invested outside the U.S. was $493.4 million. Those earnings do not include earnings from certain subsidiaries which the Company intends to repatriate to the U.S. or are otherwise considered available for distribution to the U.S. Accordingly, no provision for U.S. federal or state income taxes or foreign withholding taxes has been provided on these undistributed earnings. If these earnings become taxable in the U.S, the Company would be subject to incremental tax expense, after any applicable foreign tax credit, and foreign withholding tax expense. It is not practicable to estimate the additional taxes that may become payable upon the eventual remittance of these foreign earnings.

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 2011 and 2020. The aggregate benefit to income tax expense for the years ended December 31, 2015, 2014 and 2013 was approximately $12.2 million, $20.2 million and $14.6 million, respectively, which had a favorable impact on diluted net income per share of $0.25, $0.27 and $0.28, 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, 2015, 2014 and 2013 was approximately $709 thousand, $132 thousand and $77 thousand, respectively.

The Company had a reserve for uncertain tax benefits, on a net basis, of $3.7 million and $1.9 million for the years ended December 31, 2015 and 2014, respectively. The liability for uncertain tax positions was not changed in 2015 for tax positions that were resolved favorably or expired.

The tabular reconciliation of the reserve for uncertain tax benefits on a gross basis without interest for the three years ended December 31, 2015 is presented below (in thousands):


Balance as of December 31, 2012	$	358
Additions for current year tax positions		—
Reductions in prior year tax positions		—
Balance as of December 31, 2013		358
Additions for current year tax positions		1,303
Reductions in prior year tax positions		—
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

At December 31, 2015, the amount of uncertain tax benefits that, if recognized, would reduce tax expense was $3.7 million. Within the next 12 months, it is expected that the amount of unrecognized tax benefits will be reduced by $1.2 million as a result of the expiration of various statutes of limitation.

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, 2015 and subject to examination by the respective tax authorities:


Tax Jurisdiction		Tax Year Ended
United States		2012 to present
Argentina		2010 to present
Australia		2011 to present
Brazil		2010 to present
Canada		2008 to present
Mexico		2010 to present
Philippines		2013 to present
Spain		2011 to present

During the first quarter of 2014, a benefit of $1.2 million was recorded due to the closing of statutes of limitations in Canada.

During the third quarter of 2014, the Company settled an audit with the taxing authorities in the Netherlands for tax years 2010 and 2011. An expense of $1.3 million was recorded in the quarter as a result of that settlement and the related impact through 2014.

In accordance with ASC 740, the Company recorded a liability during the second quarter of 2015 of $1.75 million, inclusive of penalties and interest, for an uncertain tax position. See Note 1.

The Company’s U.S. income tax returns filed for the tax years ending December 31, 2012 to present, remain open tax years. The IRS has concluded its audit in the United States for tax years 2009, 2011 and 2012 resulting in no changes to the Company’s financial statements or tax liabilities as previously reported.

The Company has been notified of the intent to audit, or is currently under audit of incomes taxes in the following jurisdictions: the United States, specifically for the acquired entity TSG, for the tax year 2012 (prior to acquisition), Canada for tax years 2009 and 2010, and New Zealand for tax year 2013. 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.

RESTRUCTURING CHARGES AND IMPAIRMENT LOSSES

12 Months Ended

Dec. 31, 2015

RESTRUCTURING CHARGES AND IMPAIRMENT LOSSES [Abstract]

RESTRUCTURING CHARGES AND IMPAIRMENT LOSSES

(11)RESTRUCTURING CHARGES AND IMPAIRMENT LOSSES

Restructuring Charges

During the years ended December 31, 2015, 2014 and 2013, the Company undertook a number of restructuring activities primarily associated with reductions in the Company’s capacity and workforce in several of its segments to better align the capacity and workforce with current business needs.

A summary of the expenses recorded in Restructuring, net in the accompanying Consolidated Statements of Comprehensive Income for the years ended December 31, 2015, 2014 and 2013, respectively, is as follows (in thousands):


	Year Ended December 31,
	2015		2014		2013
Reduction in force
Customer Management Services	$	1,482	$	2,182	$	3,832
Customer Growth Services		22		56		43
Customer Technology Services		13		709		73
Customer Strategy Services		297		389		189
Total	$	1,814	$	3,336	$	4,137


	Year Ended December 31,
	2015		2014		2013
Facility exit charges
Customer Management Services	$	—	$	14	$	298
Customer Growth Services		—		—		—
Customer Technology Services		—		—		—
Customer Strategy Services		—		—		—
Total	$	—	$	14	$	298

A rollforward of the activity in the Company’s restructuring accruals for the years ended December 31, 2015 and 2014, respectively, is as follows (in thousands):


	Closure of
	Delivery		Reduction
	Centers		in Force		Total

Balance as of December 31, 2013	$	—	$	1,353	$	1,353
Expense		14		3,442		3,456
Payments		(14)		(2,618)		(2,632)
Changes in estimates		—		(106)		(106)
Balance as of December 31, 2014		—		2,071		2,071
Expense		—		1,814		1,814
Payments		—		(2,869)		(2,869)
Changes due to foreign currency		—		(210)		(210)
Changes in estimates		—		—		—
Balance as of December 31, 2015	$	—	$	806	$	806

The remaining restructuring accruals are expected to be paid or extinguished during 2016 and are all classified as current liabilities within Other accrued expenses in the Consolidated Balance Sheets.

Impairment Losses

During each of the periods presented, the Company evaluated the recoverability of its leasehold improvement assets at certain delivery 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 2015, 2014 and 2013, the Company recognized impairment losses related to leasehold improvement assets of $0.4 million, $0.4 million, and $0.1 million, respectively, in its Customer Management Services segment.

During the third and fourth quarters of 2015, the Company recorded impairment charges of $3.1 million and $2.8 million, respectively, related to the goodwill balance for the WebMetro reporting unit within the CGS segment. See Note 6 for further information. These expenses were included in the Impairment losses in the Consolidated Statements of Comprehensive Income (Loss).

During the fourth quarter of 2015, the Company recorded an impairment charge of $1.8 million related to the goodwill balance for the Latin America reporting unit within the CMS segment. See Note 6 for further information. This expense was included in the Impairment losses in the Consolidated Statements of Comprehensive Income (Loss).

During the second quarter of 2013, the Company recorded an impairment charge of $1.1 million related to the PRG trade name intangible asset within the CSS segment. See Note 7 for further information. This expense was included in the Impairment losses in the Consolidated Statements of Comprehensive Income (Loss).

INDEBTEDNESS	12 Months Ended
INDEBTEDNESS	Dec. 31, 2015
INDEBTEDNESS [ABSTRACT]
INDEBTEDNESS	(12)INDEBTEDNESS Credit Facility On February 11, 2016, we 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. At our discretion, direct borrowing options under the Credit Agreement include Eurodollar loans, overnight base rate loans, and alternate currency loans. The Credit Agreement also provides for a foreign subsidiary borrowing capacity sub-limit for loans or letters of credit of up to 50% of the total commitment amount, in both U.S. dollars and certain foreign currencies. 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 our net leverage ratio. Eurodollar loans bear interest at LIBOR plus a margin of 1.0% to 1.75% based on our net leverage ratio. Alternate currency loans bear interest at rates applicable to their respective currencies. The applicable margins from February 11, 2016 until a compliance certificate is provided by us in connection with the delivery to the lenders of our quarterly financial statements for the quarter ended March 31, 2016, are 0.000% per annum for base rate loans and 1.000% per annum for Eurodollar loans or alternate currency loans. 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 multiplied by 0.125% per annum from February 11, 2016 until a compliance certificate is provided by us in connection with the delivery to the lenders of our quarterly financial statements for the quarter ended March 31, 2016, and thereafter at a rate of 0.250% to 0.125% based on our net leverage ratio. Indebtedness under the Credit Agreement is guaranteed by certain of our domestic subsidiaries and is collateralized by (subject to permitted liens) the U.S. accounts receivable and cash of our Company and certain of its domestic subsidiaries. The indebtedness may also be collateralized by tangible assets of our Company and its domestic subsidiaries, if borrowings by foreign subsidiaries exceed $100.0 million and the total net leverage ratio is greater than 3.00 to 1.00. We also pledged 65% of the voting stock and all of the non-voting stock, if any, of certain of our material foreign subsidiaries. In addition, 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, 2015, and 2014, the Company had borrowings of $100.0 million and $100.0 million, respectively, under its Credit Agreement, and its average daily utilization was $319.6 million and $285.9 million for the years ended December 31, 2015 and 2014, respectively. After consideration for issued letters of credit under the Credit Agreement, totaling $3.4 million, based on the current level of availability based on the covenant calculations the Company’s remaining borrowing capacity was approximately $415 million as of December 31, 2015. As of December 31, 2015, the Company was in compliance with all covenants and conditions under its Credit Agreement. From time-to-time, the Company has unsecured, uncommitted lines of credit to support working capital for a few foreign subsidiaries. As of December 31, 2015 and 2014, no foreign loans were outstanding.

DEFERRED REVENUE AND COSTS

12 Months Ended

Dec. 31, 2015

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,
	2015		2014
Deferred Revenue - Current	$	26,184	$	29,887
Deferred Revenue - Long-term		17,823		18,771
Total Deferred Revenue	$	44,007	$	48,658

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


	December 31,
	2015		2014
Deferred Costs - Current	$	16,905	$	16,845
Deferred Costs - Long-term		11,472		12,214
Total Deferred Costs	$	28,377	$	29,059

COMMITMENTS AND CONTINGENCIES	12 Months Ended
COMMITMENTS AND CONTINGENCIES	Dec. 31, 2015
COMMITMENTS AND CONTINGENCIES [Abstract]
COMMITMENTS AND CONTINGENCIES	(14)COMMITMENTS AND CONTINGENCIES Letters of Credit As of December 31, 2015, outstanding letters of credit under the Credit Agreement totaled $3.4 million and primarily guaranteed workers’ compensation and other insurance related obligations. As of December 31, 2015, letters of credit and contract performance guarantees issued outside of the Credit Agreement totaled $4.3 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, 2015

LEASES [ABSTRACT]

LEASES

(15)LEASES

The Company has various operating leases primarily for delivery centers, equipment, and office space, which generally contain renewal options. Rent expense under operating leases was approximately $37.7 million, $33.2 million and $33.3 million for the years ended December 31, 2015, 2014 and 2013, respectively.

In 2008, the Company sub-leased one of its delivery 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, 2015 are as follows (in thousands):


	Operating		Sub-Lease
	Leases		Income
2016	$	36,571	$	(2,234)
2017		30,796		(2,234)
2018		21,585		(2,470)
2019		13,824		(2,470)
2020		9,767		(2,470)
Thereafter		29,976		(206)
Total	$	142,519	$	(12,084)

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, 2015 and 2014 was $11.8 million and $9.0 million, respectively.

Asset Retirement Obligations

The Company records asset retirement obligations (“ARO”) for several of its delivery 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,
	2014		Modifications		Accretion		Settlements		2015

ARO liability total	$	1,941	$	(136)	$	49	$	(213)	$	1,641


	Balance at								Balance at
	December 31,		Additions and						December 31,
	2013		Modifications		Accretion		Settlements		2014

ARO liability total	$	1,888	$	39	$	14	$	—	$	1,941

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, 2015

Mandatorily Redeemable Noncontrolling Interest [Abstract]

Mandatorily Redeemable Noncontrolling Interest

(16)MANDATORILY REDEEMABLE NONCONTROLLING INTEREST

The Company holds an 80% interest in iKnowtion. In the event iKnowtion meets certain EBITDA targets for calendar year 2015, the purchase and sale agreement requires TeleTech 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 represent a contingent redemption feature which the Company determined is probable of being achieved.

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,
	2015		2014
Mandatorily redeemable noncontrolling interest, January 1	$	2,814	$	2,509
Net income attributable to mandatorily redeemable noncontrolling interest		837		613
Working capital distributed to mandatorily redeemable noncontrolling interest		(633)		(1,244)
Change in redemption value		1,113		936
Mandatorily redeemable noncontrolling interest, December 31	$	4,131	$	2,814

ACCUMULATED OTHER COMPREHENSIVE INCOME (LOSS)

12 Months Ended

Dec. 31, 2015

ACCUMULATED OTHER COMPREHENSIVE INCOME (LOSS) [ABSTRACT]

ACCUMULATED OTHER COMPREHENSIVE INCOME (LOSS)

(17)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, 2012	$	15,673	$	9,559	$	(2,251)	$	22,981

Other comprehensive income (loss) before reclassifications		(26,254)		(13,721)		29		(39,946)
Amounts reclassified from accumulated other comprehensive income (loss)		—		(4,190)		569		(3,621)
Net current period other comprehensive income (loss)		(26,254)		(17,911)		598		(43,567)

Accumulated other comprehensive income (loss) at December 31, 2013	$	(10,581)	$	(8,352)	$	(1,653)	$	(20,586)

Accumulated other comprehensive income (loss) at December 31, 2013	$	(10,581)	$	(8,352)	$	(1,653)	$	(20,586)

Other comprehensive income (loss) before reclassifications		(22,771)		(12,121)		44		(34,848)
Amounts reclassified from accumulated other comprehensive income (loss)		—		2,128		1,032		3,160
Net current period other comprehensive income (loss)		(22,771)		(9,993)		1,076		(31,688)

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

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)

The following table presents the classification of the amount reclassified 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
	2015		2014		2013		(Loss) Classification

Derivative valuation
Gain (loss) on foreign currency forward exchange contracts	$	(12,410)	$	(2,429)	$	7,973	Revenue
Loss on interest rate swaps		(1,053)		(1,060)		(1,047)	Interest expense
Tax effect		5,654		1,361		(2,736)	Provision for income taxes
	$	(7,809)	$	(2,128)	$	4,190	Net income (loss)

Other
Actuarial loss on defined benefit plan	$	(1,008)	$	(1,098)	$	(605)	Cost of services
Tax effect		101		66		36	Provision for income taxes
	$	(907)	$	(1,032)	$	(569)	Net income (loss)

NET INCOME PER SHARE

12 Months Ended

Dec. 31, 2015

NET INCOME PER SHARE [Abstract]

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,
	2015	2014	2013

Shares used in basic earnings per share calculation	48,370	49,297	51,338
Effect of dilutive securities:
Stock options	275	413	417
Restricted stock units	338	392	489
Performance-based restricted stock units	28	—	—
Total effects of dilutive securities	641	805	906
Shares used in dilutive earnings per share calculation	49,011	50,102	52,244

For the years ended December 31, 2015, 2014 and 2013, 0.1 million, 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, 2015, 2014 and 2013, restricted stock units of 0.4 million, 0.2 million, and 0.2 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, 2015, 2014 and 2013, there were no performance-based restricted stock units outstanding but not included in the computation of diluted net income per share. For the years ended December 31, 2015, 2014 and 2013, restricted stock units that vest based on the Company achieving specified operating income performance targets of 0.1 million, 0.1 million and 0.1 million, respectively, were outstanding but not included in the computation of diluted net income per share because they were determined not to be contingently issuable.

EMPLOYEE COMPENSATION PLANS

12 Months Ended

Dec. 31, 2015

EMPLOYEE COMPENSATION PLANS [Abstract]

EMPLOYEE COMPENSATION PLANS

(19)EMPLOYEE COMPENSATION PLANS

Employee Benefit Plan

The Company currently has one 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 $5.2 million, $4.8 million and $4.2 million for the years ended December 31, 2015, 2014 and 2013, 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 was 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, 2015, a total of 4.0 million shares were authorized and 1.0 million shares were available for issuance under the 2010 Plan.

For the years ended December 31, 2015, 2014, and 2013, the Company recorded total equity-based compensation expense under all equity-based arrangements (stock options and RSUs) of $11.3 million, $11.3 million and $13.3 million, respectively. For 2015, 2014 and 2013, of the total compensation expense, $2.9 million, $2.3 million and $2.2 million was recognized in Cost of services and $8.4 million, $9.0 million and $11.1 million, was recognized in Selling, general and administrative in the Consolidated Statements of Comprehensive Income (Loss), respectively. For the years ended December 31, 2015, 2014, and 2013, the Company recognized a tax benefit under all equity-based arrangements (stock options and RSUs) of $6.7 million, $6.3 million and $5.8 million, respectively.

Restricted Stock Units

2013, 2014 and 2015 RSU Awards: The Company granted RSUs in 2013, 2014 and 2015 to new and existing employees that vest over four or five years. The Company also granted RSUs in 2013, 2014 and 2015 to members of the Board of Directors that vest over one year.

During 2011, the Company granted 100,000 performance-based RSUs to a key employee that vest based on the Company achieving specified revenue and operating income performance in 2014. The Company determined the performance targets were not met; and therefore these RSU’s did not vest and were forfeited. During 2014, the Company granted to a different key employee RSU’s based on revenue and operating income performance for a reporting segment of the Company; these performance conditions were partially met and therefore 8,394 RSU’s were issued. These RSU vest over a four year period.

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, based on operating income performance for a reporting segment of the Company approximately $0.4 million of RSUs were earned. These RSUs are anticipated to be granted in March 2016 and will vest 12 months from the grant date.

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 RSU’s are vesting.

The weighted average grant-date fair value of RSUs, including performance-based RSUs, granted during the years ended December 31, 2015, 2014, and 2013 was $26.52, $26.92, and $21.66, respectively. The total intrinsic value and fair value of RSUs vested during the years ended December 31, 2015, 2014, and 2013 was $13.0 million, $12.4 million, and $12.3 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, 2015 is as follows:


		Weighted
		Average
		Grant Date
	Shares	Fair Value

Unvested as of December 31, 2014	1,823,078	$	23.02
Granted	768,590	$	26.52
Vested	(531,789)	$	22.71
Cancellations/expirations	(504,413)	$	21.79
Unvested as of December 31, 2015	1,555,466	$	25.25

All RSU’s vested during the year ended December 31, 2015 were issued out of treasury stock. As of December 31, 2015, there was approximately $28.6 million of total unrecognized compensation expense and approximately $43.4 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 1.6 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, 2015 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, 2014	1,151,999	$	13.67
Exercises	(894,168)	$	11.59		$	13,894
Post-vest cancellations/expirations	(16,667)	$	17.31
Outstanding as of December 31, 2015	241,164	$	21.11	3.94	$	1,641

Vested and exercisable as of December 31, 2015	107,831	$	25.80	1.54	$	228

During the third quarter of 2015, Mr. Kenneth D. Tuchman, the Chairman and Chief Executive Officer of TeleTech, exercised the option he received from the Company in 2005 to purchase 800,000 shares of TeleTech stock at the strike price of $11.35 per share. To effectuate a “cashless exercise” of the option, on August 24, 2015, Mr. Tuchman entered into a Stock Purchase Agreement with TeleTech, under the terms of which he exercised the option at the end of business on August 31, 2015 and, upon issuance of the option shares, sold to TeleTech, in a simultaneous transaction, a number of shares necessary to pay the option exercise price plus any tax withholding obligations. The option shares were valued at the market price of the close of business on that date. Mr. Tuchman’s option, granted under TeleTech’s 1999 Stock Option and Incentive Plan, was fully vested and set to expire in November, 2015, The Stock Purchase Agreement was approved by the independent members of TeleTech’s Board of Directors who deemed it to be in the best interest of the Company and all its shareholders.

There were no stock options granted during 2015, 2014 or 2013. The total intrinsic value of options exercised during the years ended December 31, 2015, 2014 and 2013 was $13.9 million, $0.8 million and $1.0 million, respectively. The total fair value of stock options vested during the years ended December 31, 2015, 2014 and 2013 was zero, respectively.

As of December 31, 2015, there was approximately $300 thousand of unrecognized compensation expense related to non-vested stock options. The unrecognized compensation expense will be recognized over the remaining weighted-average derived service period of 2.6 years using the straight-line method.

Cash received from option exercises under the Plans for the years ended December 31, 2015, 2014 and 2013 was $0.8 million, $0.4 million and $0.9 million, respectively. The recognized tax benefit from option exercises for the years ended December 31, 2015, 2014 and 2013 was $1.0 million, $0.3 million and $0.4 million, respectively. Shares issued for options exercised during the year ended December 31, 2015 were issued out of treasury stock.

STOCK REPURCHASE PROGRAM	12 Months Ended
STOCK REPURCHASE PROGRAM	Dec. 31, 2015
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, 2015, the cumulative authorized repurchase allowance was $662.3 million. During the year ended December 31, 2015, the Company purchased 686 thousand shares for $17.2 million. Since inception of the program, the Company has purchased 42.8 million shares for $642.8 million. As of December 31, 2015, the remaining allowance under the program was approximately $19.6 million. For the period from January 1, 2016 through March 7, 2016, the Company purchased 217,346 additional shares at a cost of $5.6 million. The stock repurchase program does not have an expiration date. On February 18, 2016, the Board of Directors authorized an increase in the share repurchase allowance of $25 million.

RELATED PARTY TRANSACTIONS	12 Months Ended
RELATED PARTY TRANSACTIONS	Dec. 31, 2015
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 direct 100% beneficial ownership interest in Avion and Airmax. During 2015, 2014 and 2013, the Company expensed $1.7 million, $1.0 million and $0.6 million, respectively, to Avion and Airmax for services provided to the Company. There was $120 thousand outstanding to Avion and Airmax as of December 31, 2015. During 2014, the Company entered into a vendor contract with Convercent Inc. to provide learning management and web and telephony based global helpline solutions. 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 2015 and 2014, the Company paid $100 thousand and $20 thousand, respectively, to Convercent and is expecting to spend another $100 thousand during 2016. 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. During 2015, the Company entered into a contract to purchase software from CaféX, which is a company that TeleTech holds a 17.2% equity investment in. During the second quarter of 2015, the Company purchased $0.4 million of software from CaféX. See Note 2 for further information regarding this investment.

- Definition

The entire disclosure for related party transactions. Examples of related party transactions include transactions between (a) a parent company and its subsidiary; (b) subsidiaries of a common parent; (c) and entity and its principal owners; and (d) affiliates.

+ References + Details

OTHER FINANCIAL INFORMATION

12 Months Ended

Dec. 31, 2015

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,
	2015		2014
Worker’s compensation	$	2,320	$	2,007
Employee health and dental insurance		4,429		4,769
Other insurance		1,202		1,068
Total self-insurance liabilities	$	7,951	$	7,844

DECONSOLIDATION OF A SUBSIDIARY	12 Months Ended
DECONSOLIDATION OF A SUBSIDIARY	Dec. 31, 2015
DECONSOLIDATION OF SUBSIDIARY [ABSTRACT]
DECONSOLIDATION OF SUBSIDIARY [TEXT BLOCK]	(23)DECONSOLIDATION OF A SUBSIDIARY During the second quarter of 2013, the Company concluded that it no longer had controlling influence over Peppers & Rogers Gulf WLL (“PRG Kuwait”), a once consolidated subsidiary in the CSS segment, because the Company was no longer confident that it could exercise its beneficial ownership rights. Upon deconsolidation of PRG Kuwait, the Company wrote off all PRG Kuwait assets and liabilities resulting in a loss of $3.7 million which was recorded in Loss on deconsolidation of subsidiary in the Consolidated Statements of Comprehensive Income (Loss). The $3.7 million loss included $1.3 million of goodwill allocated to PRG Kuwait immediately prior to deconsolidation based on PRG Kuwait’s relative fair value of the CSS segment. Effective April 2014, the Company entered into a stock and membership interest purchase agreement with PRG Kuwait’s other shareholder to sell its 48% interest in PRG Kuwait for $175 thousand. That agreement has not yet closed.

QUARTERLY FINANCIAL DATA (UNAUDITED)

12 Months Ended

Dec. 31, 2015

QUARTERLY FINANCIAL DATA (UNAUDITED) [ABSTRACT]

QUARTERLY FINANCIAL DATA (UNAUDITED)

(24)QUARTERLY FINANCIAL DATA (UNAUDITED)

The following tables present certain quarterly financial data for the year ended December 31, 2015 (in thousands except per share amounts).


	First		Second		Third		Fourth
	Quarter		Quarter		Quarter		Quarter

Revenue	$	325,521	$	310,223	$	309,195	$	341,816
Cost of services		232,984		223,617		225,978		245,668
Selling, general and administrative		50,237		47,376		48,418		48,575
Depreciation and amortization		15,363		15,680		15,486		17,279
Restructuring charges, net		809		198		622		185
Impairment losses		—		—		3,066		5,034
Income from operations		26,128		23,352		15,625		25,075
Other income (expense)		(1,688)		(18)		(1,995)		(590)
Provision for income taxes		(4,405)		(7,841)		(1,192)		(6,566)
Non-controlling interest		(1,263)		(797)		(1,243)		(916)
Net income attributable to TeleTech stockholders	$	18,772	$	14,696	$	11,195	$	17,003

Weighted average shares outstanding
Basic		48,370		48,325		48,345		48,439
Diluted		49,158		49,064		48,936		48,853

Net income per share attributable to TeleTech stockholders
Basic	$	0.39	$	0.30	$	0.23	$	0.35
Diluted	$	0.38	$	0.30	$	0.23	$	0.35

Included in the fourth quarter is an additional $2.9 million expense related to the correction of an error in goodwill impairment annual assessment that should have been recorded in the fourth quarter of 2014 and the third quarter of 2015. See Note 1 for further information.

Included in Other income (expense) in the second, the third and the fourth quarters are a $0.5 million benefit, a $0.8 million expense and a $0.3 million benefit related to fair value adjustments to the contingent consideration related to revised estimates of the performance against the targets for two of the Company’s acquisitions.

Included in the Provision for Income Taxes is a $0.3 million benefit in the first quarter, a $0.1 million benefit in the second quarter, a $0.2 million benefit in the third quarter and a $0.1 million benefit in the fourth quarter related to restructuring charges. Also included are a $0.3 million of benefit in the first quarter, $0.2 million of expense in the second quarter and $1.2 million of expense in the fourth quarter related to changes in valuation allowances. Additionally, in the second quarter there was $1.5 million of expense related to the recording of an uncertain tax position. Finally, there was a $0.5 million benefit in the first quarter related to tax rate changes, a $1.3 million benefit in the third quarter and a $1.3 million benefit in the fourth quarter related to impairments and $1.3 million of expense in the fourth quarter related to various state NOL’s.

Included in the second quarter is a $1.75 million 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. See Note 1 for further information.

The following tables present certain quarterly financial data for the year ended December 31, 2014 (in thousands except per share amounts).


	First		Second		Third		Fourth
	Quarter		Quarter		Quarter		Quarter

Revenue	$	302,221	$	295,490	$	305,900	$	338,170
Cost of services		213,787		212,315		220,244		240,146
Selling, general and administrative		50,367		47,802		49,847		50,537
Depreciation and amortization		13,170		14,089		13,893		15,386
Restructuring charges, net		540		617		593		1,600
Impairment losses		—		—		—		373
Income from operations		24,357		20,667		21,323		30,128
Other income (expense)		(178)		2,880		(856)		2,138
(Provision for) benefit from income taxes		(2,876)		(5,417)		(5,778)		(8,971)
Non-controlling interest		(1,085)		(1,268)		(1,442)		(1,329)
Net income attributable to TeleTech stockholders	$	20,218	$	16,862	$	13,247	$	21,966

Weighted average shares outstanding
Basic		50,045		49,351		49,093		48,714
Diluted		50,973		50,111		49,940		49,514

Net income per share attributable to TeleTech stockholders
Basic	$	0.40	$	0.34	$	0.27	$	0.45
Diluted	$	0.40	$	0.34	$	0.27	$	0.44

Included in Other income (expense) in the second and the fourth quarters are a $4.0 million benefit and a net $2.7 million benefit related to fair value adjustments to the contingent consideration related to revised estimates of the performance against the targets for four of the Company’s acquisitions.

Included in the Provision for Income Taxes is a $0.2 million benefit in the first quarter, a $0.2 million benefit in the second quarter, a $0.2 million benefit in the third quarter and a $0.6 million benefit in the fourth quarter related to restructuring charges. Also included are a $0.6 million of benefit in the first quarter and $0.2 million of expense in the third quarter related to changes in valuation allowances. Additionally, in the second quarter there was $1.6 million of expense, $0.7 million of expense in the third quarter and $1.6 million of expense in the fourth quarter related to changes in the value of future contingent payments. Finally, there was $1.2 million of benefit in the first quarter related to the closing of a statute of limitations and $1.3 million of expense in the third quarter related to the Netherlands audit.

OVERVIEW AND SUMMARY OF SIGNIFICANT ACCOUNTING POLICIES (POLICIES)

12 Months Ended

Dec. 31, 2015

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 and accounts receivable and payable approximate the carrying amounts because of their short-term nature.

Cash and Cash Equivalents

Accounts Receivable

Derivatives.

Derivatives

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		25 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

Other Intangible Assets

Self Insurance Liabilities

Restructuring Liabilities

Income Taxes.

Income Taxes

The Company provides for U.S. income tax expense on the earnings of foreign subsidiaries unless the subsidiaries’ earnings are considered permanently reinvested outside the U.S.

Equity-Based Compensation Expense

Foreign Currency Translation

Revenue Recognition

Deferred Revenue and Costs

Rent Expense

Asset Retirement Obligations

Recently Issued Accounting Pronouncements

ACQUISITIONS (TABLES)

12 Months Ended

Dec. 31, 2015

rogenSi [Member]

Business Acquisition [Line Items]

Schedule of Assets Acquired and Liabilities Assumed


	Acquisition Date
	Fair Value
Cash	$	2,670
Accounts receivable, net		6,417
Other assets		2,880
Property, plant and equipment		578
Deferred tax assets, net		449
Customer relationships		6,331
Tradename / trademarks		5,545
Non-compete agreements		927
Goodwill		17,260
		43,057

Accounts payable		708
Accrued employee compensation and benefits		2,203
Accrued expenses		1,146
Other		4,597
		8,654

Total purchase price	$	34,403

SEGMENT INFORMATION (TABLES)

12 Months Ended

Dec. 31, 2015

SEGMENT INFORMATION [ABSTRACT]

Schedule of Segment Selected Financial Data

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

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

Year Ended December 31, 2014


							Depreciation
	Gross		Intersegment		Net		&		Income from
	Revenue		Sales		Revenue		Amortization		Operations
Customer Management Services	$	923,497	$	—	$	923,497	$	40,577	$	76,792
Customer Growth Services		115,434		—		115,434		6,048		7,255
Customer Technology Services		139,218		(36)		139,182		7,489		4,519
Customer Strategy Services		63,668		—		63,668		2,424		7,909
Total	$	1,241,817	$	(36)	$	1,241,781	$	56,538	$	96,475

Year Ended December 31, 2013


							Depreciation
	Gross		Intersegment		Net		&		Income from
	Revenue		Sales		Revenue		Amortization		Operations
Customer Management Services	$	892,145	$	(1,262)	$	890,883	$	33,884	$	75,689
Customer Growth Services		100,996		—		100,996		4,127		3,024
Customer Technology Services		152,769		(284)		152,485		6,201		19,965
Customer Strategy Services		49,643		(850)		48,793		1,852		2,721
Total	$	1,195,553	$	(2,396)	$	1,193,157	$	46,064	$	101,399



	For the Year Ended December 31,
	2015		2014		2013
Capital Expenditures
Customer Management Services	$	56,570	$	49,630	$	40,007
Customer Growth Services		4,681		3,195		3,421
Customer Technology Services		4,216		14,423		6,450
Customer Strategy Services		1,128		393		486
Total	$	66,595	$	67,641	$	50,364


	December 31,
	2015		2014		2013
Total Assets
Customer Management Services	$	512,100	$	514,957	$	554,015
Customer Growth Services		75,291		88,394		86,416
Customer Technology Services		159,850		159,441		157,040
Customer Strategy Services		96,086		89,683		44,871
Total	$	843,327	$	852,475	$	842,342

	December 31,
	2015		2014		2013
Goodwill
Customer Management Services	$	22,009	$	25,871	$	19,819
Customer Growth Services		24,439		30,395		30,128
Customer Technology Services		42,709		42,709		42,709
Customer Strategy Services		25,026		29,730		10,087
Total	$	114,183	$	128,705	$	102,743

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,
	2015		2014		2013
Revenue
United States	$	679,959	$	603,297	$	556,239
Philippines		343,013		348,339		354,942
Latin America		147,267		172,270		176,906
Europe / Middle East / Africa		78,182		83,944		72,644
Asia Pacific		32,554		28,294		18,489
Canada		5,780		5,637		13,937
Total	$	1,286,755	$	1,241,781	$	1,193,157

Property, plant and equipment, gross
United States	$	415,918	$	382,508	$	337,311
Philippines		140,712		119,482		101,123
Latin America		49,464		67,193		75,618
Europe / Middle East / Africa		14,567		13,367		12,311
Asia Pacific		23,181		26,502		28,195
Canada		16,239		19,299		20,941
Total	$	660,081	$	628,351	$	575,499

Other long-term assets
United States	$	34,007	$	27,728	$	34,891
Philippines		5,220		5,202		4,408
Latin America		1,161		1,456		5,299
Europe / Middle East / Africa		811		692		311
Asia Pacific		165		1,309		779
Canada		1,122		271		38
Total	$	42,486	$	36,658	$	45,726

ACCOUNTS RECEIVABLE AND SIGNIFICANT CLIENTS (TABLES)

12 Months Ended

Dec. 31, 2015

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,
	2015		2014
Accounts receivable	$	285,650	$	279,857
Less: Allowance for doubtful accounts		(2,176)		(3,425)
Accounts receivable, net	$	283,474	$	276,432

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,
	2015		2014		2013
Balance, beginning of year	$	3,425	$	3,815	$	3,635
Provision for doubtful accounts		1,465		633		695
Uncollectible receivables written-off		(2,035)		(681)		(315)
Effect of foreign currency		(679)		(342)		(200)
Balance, end of year	$	2,176	$	3,425	$	3,815

Schedule of Revenue from Significant Clients


	Year Ended December 31,
	2015		2014		2013

Telecommunications client	10	%	11	%	12	%

Schedule of Accounts Receivable Outstanding from Significant Clients

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


	Year Ended December 31,
	2015		2014		2013

Telecommunications client	$	23,953	$	38,400	$	24,120

PROPERTY PLANT AND EQUIPMENT (TABLES)

12 Months Ended

Dec. 31, 2015

PROPERTY PLANT AND EQUIPMENT [ABSTRACT]

Schedule of Property, Plant and Equipment

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


	December 31,
	2015		2014
Land and buildings	$	38,833	$	38,833
Computer equipment and software		359,581		334,127
Telephone equipment		41,035		38,925
Furniture and fixtures		62,606		57,411
Leasehold improvements		157,788		158,844
Motor vehicles		238		175
Construction-in-progress and other		-		36
Property, plant and equipment, gross		660,081		628,351
Less: Accumulated depreciation and amortization		(491,792)		(478,139)
Property, plant and equipment, net	$	168,289	$	150,212

GOODWILL (TABLES)

12 Months Ended

Dec. 31, 2015

GOODWILL [ABSTRACT]

Schedule of Goodwill Rollforward

Goodwill consisted of the following (in thousands):


							Effect of
	December 31,		Acquisitions /				Foreign		December 31,
	2014		Adjustments		Impairments		Currency		2015

Customer Management Services	$	25,871	$	—	$	(1,769)	$	(2,093)	$	22,009
Customer Growth Services		30,395		—		(5,956)		—		24,439
Customer Technology Services		42,709		—		—		—		42,709
Customer Strategy Services		29,730		(3,600)		—		(1,104)		25,026
Total	$	128,705	$	(3,600)	$	(7,725)	$	(3,197)	$	114,183


							Effect of
	December 31,		Acquisitions /				Foreign		December 31,
	2013		Adjustments		Impairments		Currency		2014

Customer Management Services	$	19,819	$	6,358	$	—	$	(306)	$	25,871
Customer Growth Services		30,128		267		—		—		30,395
Customer Technology Services		42,709		—		—		—		42,709
Customer Strategy Services		10,087		21,210		—		(1,567)		29,730
Total	$	102,743	$	27,835	$	—	$	(1,873)	$	128,705

OTHER INTANGIBLE ASSETS (TABLES)

12 Months Ended

Dec. 31, 2015

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,
	2014		Amortization		Adjustments		Currency		2015
Customer relationships, gross	$	63,914	$	—	$	(2,982)	$	1,325	$	62,257
Customer relationships - accumulated amortization		(20,326)		(7,401)		—		(2,453)		(30,180)
Other intangible assets, gross		13,113		—		986		(349)		13,750
Other intangible assets - accumulated amortization		(6,509)		(2,345)		—		99		(8,755)
Trade name - indefinite life		9,713		—		5,544		(1,114)		14,143
Other intangible assets, net	$	59,905	$	(9,746)	$	3,548	$	(2,492)	$	51,215


							Effect of
	December 31,						Foreign		December 31,
	2013		Amortization		Acquisitions		Currency		2014
Customer relationships, gross	$	50,830	$	—	$	14,115	$	(1,031)	$	63,914
Customer relationships - accumulated amortization		(13,547)		(6,779)		—		—		(20,326)
Other intangible assets, gross		11,634		—		1,607		(128)		13,113
Other intangible assets - accumulated amortization		(3,818)		(2,691)		—		—		(6,509)
Trade name - indefinite life		9,713		—		—		—		9,713
Other intangible assets, net	$	54,812	$	(9,470)	$	15,722	$	(1,159)	$	59,905

Future Amortization Expense of Finite Lived Intangible Assets

Expected future amortization of other intangible assets as of December 31, 2015 is as follows (in thousands):


2016	$	9,648
2017		7,900
2018		5,987
2019		5,495
2020		3,263
Thereafter		4,779
Total	$	37,072

DERIVATIVES (TABLES)

12 Months Ended

Dec. 31, 2015

DERIVATIVES [ABSTRACT]

Schedule of Cash Flow Hedges OCI Rollforward


	Year Ended December 31,
	2015		2014		2013

Aggregate unrealized net gain/(loss) at beginning of period	$	(18,345)	$	(8,352)	$	9,559
Add: Net gain/(loss) from change in fair value of cash flow hedges		(16,349)		(12,121)		(13,721)
Less: Net (gain)/loss reclassified to earnings from effective hedges		7,809		2,128		(4,190)
Aggregate unrealized net gain/(loss) at end of period	$	(26,885)	$	(18,345)	$	(8,352)

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, 2015

Amount

12 months

Through

Philippine Peso

16,362,000

361,571

(1)

45.4

October 2020

Mexican Peso

2,637,000

173,124

28.7

October 2020

534,695


	Local
	Currency	U.S. Dollar
	Notional	Notional
As of December 31, 2014	Amount	Amount
Canadian Dollar	1,500	$	1,441
Philippine Peso	17,428,000		398,046	(1)
Mexican Peso	2,532,000		179,089
New Zealand Dollar	490		381
		$	578,957

(1)

Schedule of Interest Rate Swaps

Contract

Notional

Variable Rate

Fixed Rate

Commencement

Maturity

Amount

Received

Paid

Date

Swap 1

25 million

1 - month LIBOR

2.55

April 2012

April 2016

Swap 2

15 million

1 - month LIBOR

3.14

May 2012

May 2017

40 million

Schedule of Derivatives Instruments on Balance Sheet


	December 31, 2015
	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	$	39	$	—	$	2,489
Other long-term assets		66		—		—
Other current liabilities		(20,088)		(549)		(116)
Other long-term liabilities		(25,739)		(102)		—
Total fair value of derivatives, net	$	(45,722)	$	(651)	$	2,373


	December 31, 2014
	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	$	192	$	—	$	797
Other long-term assets		389		—		—
Other current liabilities		(12,680)		(988)		(5)
Other long-term liabilities		(17,070)		(452)		—
Total fair value of derivatives, net	$	(29,169)	$	(1,440)	$	792

Schedule of Derivative Impact on Statement of Comprehensive Income


	Year Ended December 31,
	2015				2014
	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	$	(7,198)	$	(611)	$	(11,926)	$	(195)

Amount and location of net gain or (loss) reclassified from Accumulated OCI to income - effective portion:
Revenue	$	(12,410)	$	—	$	(2,429)	$	—
Interest expense		—		(1,053)		—		(1,060)


	Year Ended December 31,
	2015				2014
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		—		(6,127)		—		(386)

FAIR VALUE (TABLES)

12 Months Ended

Dec. 31, 2015

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, 2015 and 2014 (in thousands):

As of December 31, 2015


	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	$	—	$	(45,722)	$	—	$	(45,722)
Interest rate swaps		—		(651)		—		(651)
Fair value hedges		—		2,373		—		2,373
Total net derivative asset (liability)	$	—	$	(44,000)	$	—	$	(44,000)

As of December 31, 2014


	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	$	—	$	(29,169)	$	—	$	(29,169)
Interest rate swaps		—		(1,440)		—		(1,440)
Fair value hedges		—		792		—		792
Total net derivative asset (liability)	$	—	$	(29,817)	$	—	$	(29,817)

Schedule of Fair Value Assets and Liabilities

The following is a summary of the Company’s fair value measurements as of December 31, 2015 and 2014 (in thousands):

As of December 31, 2015


	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	$	—	$	(9,821)	$	—
Derivative instruments, net		—		(44,000)		—
Contingent consideration		—		—		(13,450)
Total liabilities	$	—	$	(53,821)	$	(13,450)

As of December 31, 2014


	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	$	—	$	(8,478)	$	—
Derivative instruments, net		—		(29,817)		—
Contingent consideration		—		—		(24,744)
Total liabilities	$	—	$	(38,295)	$	(24,744)

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,
	2014		Acquisitions		Payments		Adjustments		2015

iKnowtion	$	2,265	$	—	$	(1,800)	$	35	$	500
Guidon		1,000		—		(1,000)		—		—
TSG		—		—		—		—		—
WebMetro		—		—		—		—		—
Sofica		6,317		—		(2,838)		(326)		3,153
rogenSi		15,162		—		(6,372)		1,007		9,797
Total	$	24,744	$	—	$	(12,010)	$	716	$	13,450


							Imputed
	December 31,						Interest /		December 31,
	2013		Acquisitions		Payments		Adjustments		2014

iKnowtion	$	3,470	$	—	$	(1,400)	$	195	$	2,265
Guidon		2,637		—		(1,426)		(211)		1,000
TSG		12,933		—		(5,292)		(7,641)		—
WebMetro		2,708		—		(1,026)		(1,682)		—
Sofica		—		3,830		—		2,487		6,317
rogenSi		—		14,543		—		619		15,162
Total	$	21,748	$	18,373	$	(9,144)	$	(6,233)	$	24,744

INCOME TAXES (TABLES)

12 Months Ended

Dec. 31, 2015

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,
	2015		2014		2013
Domestic	$	25,402	$	20,569	$	10,816
Foreign		60,487		79,890		81,253
Total	$	85,889	$	100,459	$	92,069

Components of Income Tax Expense (Benefit)

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


	Year Ended December 31,
	2015		2014		2013
Current provision for (benefit from)
Federal	$	4,094	$	(699)	$	(320)
State		1,829		270		150
Foreign		4,764		13,957		13,876
Total current provision for (benefit from)		10,687		13,528		13,706
Deferred provision for (benefit from)
Federal		(1,895)		10,148		4,674
State		1,085		423		195
Foreign		10,127		(1,057)		2,023
Total deferred provision for (benefit from)		9,317		9,514		6,892
Total provision for (benefit from) income taxes	$	20,004	$	23,042	$	20,598

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,
	2015		2014		2013
Income tax per U.S. federal statutory rate (35%)	$	30,062	$	35,161	$	32,224
State income taxes, net of federal deduction		1,603		1,525		210
Change in valuation allowances		3,923		256		3,266
Foreign income taxes at different rates than the U.S.		(14,490)		(17,824)		(20,529)
Foreign withholding taxes		958		257		2,504
Losses in international markets without tax benefits		1,999		1,649		779
Nondeductible compensation under Section 162(m)		512		817		1,847
Liabilities for uncertain tax positions		1,756		1,435		77
Permanent difference related to foreign exchange gains		162		(11)		(122)
(Income) losses of foreign branch operations		(517)		225		1,447
Non-taxable earnings of noncontrolling interest		(1,349)		(1,141)		(1,172)
Foreign dividend less foreign tax credits		(4,425)		(1,428)		(2,587)
Increase in deferred tax liability - branch losses in UK		(2,530)		(75)		(954)
Decrease (increase) to deferred tax asset - change in tax rate		(526)		(443)		(68)
State income tax credits and net operating losses		(1,477)		(142)		615
Foreign earnings taxed currently in U.S.		2,839		2,696		2,907
Other		1,504		85		154
Income tax per effective tax rate	$	20,004	$	23,042	$	20,598

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,
	2015		2014
Deferred tax assets, gross
Accrued workers compensation, deferred compensation and employee benefits	$	10,509	$	17,030
Allowance for doubtful accounts, insurance and other accruals		4,860		4,554
Amortization of deferred rent liabilities		2,500		2,201
Net operating losses		19,522		11,296
Equity compensation		3,505		2,997
Customer acquisition and deferred revenue accruals		16,610		16,241
Federal and state tax credits, net		10,057		10,621
Depreciation and amortization		6,265		—
Unrealized losses on derivatives		16,644		11,686
Other		2,655		12,749
Total deferred tax assets, gross		93,127		89,375
Valuation allowances		(10,139)		(10,721)
Total deferred tax assets, net		82,988		78,654
Deferred tax liabilities
Depreciation and amortization		—		(7,035)
Contract acquisition costs		(25,667)		(11,768)
Future losses in UK		—		(2,530)
Intangible assets		(6,082)		(7,628)
Other		(2,490)		(355)
Total deferred tax liabilities		(34,239)		(29,316)
Net deferred tax assets	$	48,749	$	49,338

Valuation Allowance Rollforward

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


	Year Ended December 31,
	2015		2014		2013
Beginning balance	$	10,721	$	10,792	$	20,909
Additions of deferred income tax expense		4,300		946		4,218
Reductions of deferred income tax expense		(4,882)		(1,017)		(14,335)
Ending balance	$	10,139	$	10,721	$	10,792

Expiration of Net Operating Loss Carryforwards


2016	$	1,616
2017		133
2018		316
2019		295
After 2019		12,688
No expiration		4,473
Total	$	19,521

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, 2015 is presented below (in thousands):


Balance as of December 31, 2012	$	358
Additions for current year tax positions		—
Reductions in prior year tax positions		—
Balance as of December 31, 2013		358
Additions for current year tax positions		1,303
Reductions in prior year tax positions		—
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

Jurisdictions Open to Income Tax Examination

The following table presents the major tax jurisdictions and tax years that are open as of December 31, 2015 and subject to examination by the respective tax authorities:


Tax Jurisdiction		Tax Year Ended
United States		2012 to present
Argentina		2010 to present
Australia		2011 to present
Brazil		2010 to present
Canada		2008 to present
Mexico		2010 to present
Philippines		2013 to present
Spain		2011 to present

RESTRUCTURING CHARGES AND IMPAIRMENT (TABLES)

12 Months Ended

Dec. 31, 2015

RESTRUCTURING CHARGES AND IMPAIRMENT LOSSES [Abstract]

Schedule of Restructuring Liabilities

Comprehensive Income for the years ended December 31, 2015, 2014 and 2013, respectively, is as follows (in thousands):


	Year Ended December 31,
	2015		2014		2013
Reduction in force
Customer Management Services	$	1,482	$	2,182	$	3,832
Customer Growth Services		22		56		43
Customer Technology Services		13		709		73
Customer Strategy Services		297		389		189
Total	$	1,814	$	3,336	$	4,137


	Year Ended December 31,
	2015		2014		2013
Facility exit charges
Customer Management Services	$	—	$	14	$	298
Customer Growth Services		—		—		—
Customer Technology Services		—		—		—
Customer Strategy Services		—		—		—
Total	$	—	$	14	$	298

Schedule of Restructuring Liability Rollforward

A rollforward of the activity in the Company’s restructuring accruals for the years ended December 31, 2015 and 2014, respectively, is as follows (in thousands):


	Closure of
	Delivery		Reduction
	Centers		in Force		Total

Balance as of December 31, 2013	$	—	$	1,353	$	1,353
Expense		14		3,442		3,456
Payments		(14)		(2,618)		(2,632)
Changes in estimates		—		(106)		(106)
Balance as of December 31, 2014		—		2,071		2,071
Expense		—		1,814		1,814
Payments		—		(2,869)		(2,869)
Changes due to foreign currency		—		(210)		(210)
Changes in estimates		—		—		—
Balance as of December 31, 2015	$	—	$	806	$	806

DEFERRED REVENUE AND COSTS (TABLES)

12 Months Ended

Dec. 31, 2015

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,
	2015		2014
Deferred Revenue - Current	$	26,184	$	29,887
Deferred Revenue - Long-term		17,823		18,771
Total Deferred Revenue	$	44,007	$	48,658

Classification of Deferred Costs on Balance Sheet

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


	December 31,
	2015		2014
Deferred Costs - Current	$	16,905	$	16,845
Deferred Costs - Long-term		11,472		12,214
Total Deferred Costs	$	28,377	$	29,059

LEASES (TABLES)

12 Months Ended

Dec. 31, 2015

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, 2015 are as follows (in thousands):


	Operating		Sub-Lease
	Leases		Income
2016	$	36,571	$	(2,234)
2017		30,796		(2,234)
2018		21,585		(2,470)
2019		13,824		(2,470)
2020		9,767		(2,470)
Thereafter		29,976		(206)
Total	$	142,519	$	(12,084)

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,
	2014		Modifications		Accretion		Settlements		2015

ARO liability total	$	1,941	$	(136)	$	49	$	(213)	$	1,641


	Balance at								Balance at
	December 31,		Additions and						December 31,
	2013		Modifications		Accretion		Settlements		2014

ARO liability total	$	1,888	$	39	$	14	$	—	$	1,941

MANDATORILY REDEEMABLE NONCONTROLLING INTEREST (TABLES)

12 Months Ended

Dec. 31, 2015

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,
	2015		2014
Mandatorily redeemable noncontrolling interest, January 1	$	2,814	$	2,509
Net income attributable to mandatorily redeemable noncontrolling interest		837		613
Working capital distributed to mandatorily redeemable noncontrolling interest		(633)		(1,244)
Change in redemption value		1,113		936
Mandatorily redeemable noncontrolling interest, December 31	$	4,131	$	2,814

ACCUMULATED OTHER COMPREHENSIVE INCOME (LOSS) (TABLES)

12 Months Ended

Dec. 31, 2015

ACCUMULATED OTHER COMPREHENSIVE INCOME (LOSS) [ABSTRACT]

Schedule of accumulated other comprehensive income (loss)


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

Accumulated other comprehensive income (loss) at December 31, 2012	$	15,673	$	9,559	$	(2,251)	$	22,981

Other comprehensive income (loss) before reclassifications		(26,254)		(13,721)		29		(39,946)
Amounts reclassified from accumulated other comprehensive income (loss)		—		(4,190)		569		(3,621)
Net current period other comprehensive income (loss)		(26,254)		(17,911)		598		(43,567)

Accumulated other comprehensive income (loss) at December 31, 2013	$	(10,581)	$	(8,352)	$	(1,653)	$	(20,586)

Accumulated other comprehensive income (loss) at December 31, 2013	$	(10,581)	$	(8,352)	$	(1,653)	$	(20,586)

Other comprehensive income (loss) before reclassifications		(22,771)		(12,121)		44		(34,848)
Amounts reclassified from accumulated other comprehensive income (loss)		—		2,128		1,032		3,160
Net current period other comprehensive income (loss)		(22,771)		(9,993)		1,076		(31,688)

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

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)

Income Statement Location of Adjustments Reclassified from Accumulated Other Comprehensive Income to Income

The following table presents the classification of the amount reclassified 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
	2015		2014		2013		(Loss) Classification

Derivative valuation
Gain (loss) on foreign currency forward exchange contracts	$	(12,410)	$	(2,429)	$	7,973	Revenue
Loss on interest rate swaps		(1,053)		(1,060)		(1,047)	Interest expense
Tax effect		5,654		1,361		(2,736)	Provision for income taxes
	$	(7,809)	$	(2,128)	$	4,190	Net income (loss)

Other
Actuarial loss on defined benefit plan	$	(1,008)	$	(1,098)	$	(605)	Cost of services
Tax effect		101		66		36	Provision for income taxes
	$	(907)	$	(1,032)	$	(569)	Net income (loss)

- Definition

The entire disclosure for any adjustments made during the period to avoid double counting in comprehensive income items displayed as part of net income that also had been displayed as part of other comprehensive income in that period or earlier periods. These adjustments include reclassifications to net income of items in accumulated comprehensive income, such as deferred gains or losses on qualifying hedges when hedged item reported in net income, holding gains or losses on available-for-sale securities transferred into trading category, unrealized holding gains or losses on debt securities transferred from held-to-maturity category into available-for-sale category and accumulated translation adjustment attributable to foreign subsidiary or investment in foreign entity upon sale or liquidation.

+ References + Details

NET INCOME PER SHARE (TABLES)

12 Months Ended

Dec. 31, 2015

NET INCOME PER SHARE [Abstract]

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,
	2015	2014	2013

Shares used in basic earnings per share calculation	48,370	49,297	51,338
Effect of dilutive securities:
Stock options	275	413	417
Restricted stock units	338	392	489
Performance-based restricted stock units	28	—	—
Total effects of dilutive securities	641	805	906
Shares used in dilutive earnings per share calculation	49,011	50,102	52,244

EMPLOYEE COMPENSATION PLANS (TABLES)

12 Months Ended

Dec. 31, 2015

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, 2014	1,823,078	$	23.02
Granted	768,590	$	26.52
Vested	(531,789)	$	22.71
Cancellations/expirations	(504,413)	$	21.79
Unvested as of December 31, 2015	1,555,466	$	25.25

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, 2014	1,151,999	$	13.67
Exercises	(894,168)	$	11.59		$	13,894
Post-vest cancellations/expirations	(16,667)	$	17.31
Outstanding as of December 31, 2015	241,164	$	21.11	3.94	$	1,641

Vested and exercisable as of December 31, 2015	107,831	$	25.80	1.54	$	228

OTHER FINANCIAL INFORMATION (TABLES)

12 Months Ended

Dec. 31, 2015

OTHER FINANCIAL INFORMATION [ABSTRACT]

Table of Self Insurance Liabilities


	December 31,
	2015		2014
Worker’s compensation	$	2,320	$	2,007
Employee health and dental insurance		4,429		4,769
Other insurance		1,202		1,068
Total self-insurance liabilities	$	7,951	$	7,844

QUARTERLY FINANCIAL DATA (UNAUDITED) (TABLES)

12 Months Ended

Dec. 31, 2015

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, 2015 (in thousands except per share amounts).


	First		Second		Third		Fourth
	Quarter		Quarter		Quarter		Quarter

Revenue	$	325,521	$	310,223	$	309,195	$	341,816
Cost of services		232,984		223,617		225,978		245,668
Selling, general and administrative		50,237		47,376		48,418		48,575
Depreciation and amortization		15,363		15,680		15,486		17,279
Restructuring charges, net		809		198		622		185
Impairment losses		—		—		3,066		5,034
Income from operations		26,128		23,352		15,625		25,075
Other income (expense)		(1,688)		(18)		(1,995)		(590)
Provision for income taxes		(4,405)		(7,841)		(1,192)		(6,566)
Non-controlling interest		(1,263)		(797)		(1,243)		(916)
Net income attributable to TeleTech stockholders	$	18,772	$	14,696	$	11,195	$	17,003

Weighted average shares outstanding
Basic		48,370		48,325		48,345		48,439
Diluted		49,158		49,064		48,936		48,853

Net income per share attributable to TeleTech stockholders
Basic	$	0.39	$	0.30	$	0.23	$	0.35
Diluted	$	0.38	$	0.30	$	0.23	$	0.35

The following tables present certain quarterly financial data for the year ended December 31, 2014 (in thousands except per share amounts).


	First		Second		Third		Fourth
	Quarter		Quarter		Quarter		Quarter

Revenue	$	302,221	$	295,490	$	305,900	$	338,170
Cost of services		213,787		212,315		220,244		240,146
Selling, general and administrative		50,367		47,802		49,847		50,537
Depreciation and amortization		13,170		14,089		13,893		15,386
Restructuring charges, net		540		617		593		1,600
Impairment losses		—		—		—		373
Income from operations		24,357		20,667		21,323		30,128
Other income (expense)		(178)		2,880		(856)		2,138
(Provision for) benefit from income taxes		(2,876)		(5,417)		(5,778)		(8,971)
Non-controlling interest		(1,085)		(1,268)		(1,442)		(1,329)
Net income attributable to TeleTech stockholders	$	20,218	$	16,862	$	13,247	$	21,966

Weighted average shares outstanding
Basic		50,045		49,351		49,093		48,714
Diluted		50,973		50,111		49,940		49,514

Net income per share attributable to TeleTech stockholders
Basic	$	0.40	$	0.34	$	0.27	$	0.45
Diluted	$	0.40	$	0.34	$	0.27	$	0.44

OVERVIEW AND BASIS OF PRESENTATION (NARRATIVE) (DETAILS) - USD ($) $ in Thousands	3 Months Ended		12 Months Ended
	Jun. 30, 2015	Mar. 31, 2015	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013	Dec. 31, 2012
UNUSUAL OR INFREQUENT ITEM [Line Items]
Other, net of tax			$ (2,707)	$ 1,076	$ 598
Sofica [Member]
UNUSUAL OR INFREQUENT ITEM [Line Items]
Other comprehensive income before reclassifications - foreign currency translation adjustment	$ 3,200	$ 1,500		1,700
Philippines pension liability [Member]
UNUSUAL OR INFREQUENT ITEM [Line Items]
Other, net of tax		2,700
Government Authorities [Member]
UNUSUAL OR INFREQUENT ITEM [Line Items]
Tax Adjustments, Settlements, and Unusual Provisions		$ 234		$ 645	$ 406	$ 466

OVERVIEW AND BASIS OF PRESENTATION (DETAILS)	12 Months Ended
OVERVIEW AND BASIS OF PRESENTATION (DETAILS)	Dec. 31, 2015
Building
Property Plant and Equipment Line Items
Useful life	25 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

ACQUISITIONS (ASSETS ACQUIRED TABLE) (DETAILS) - USD ($) $ in Thousands	Dec. 31, 2015	Dec. 31, 2014	Aug. 08, 2014	Feb. 28, 2014	Dec. 31, 2013
Business Acquisition [Line Items]
Total deferred tax assets, net	$ 82,988	$ 78,654
Goodwill	114,183	128,705			$ 102,743
Accrued employee compensation and benefits	$ 71,634	$ 70,069
Sofica [Member]
Business Acquisition [Line Items]
Total purcahse price				$ 14,200
rogenSi [Member]
Business Acquisition [Line Items]
Cash			$ 2,670
Accounts receivable.			6,417
Property, plant and equipment.			578
Other assets			2,880
Total deferred tax assets, net			449
Customer relationships			6,331
Tradename / trademarks			5,545
Non-compete agreements			927
Goodwill			17,260
Total assets acquired			43,057
Accounts payable			708
Accrued employee compensation and benefits			2,203
Accrued expenses			1,146
Other			4,597
Total liabilities assumed			8,654
Total purcahse price			$ 34,403

ACQUISITIONS (NARRATIVE) (DETAILS) - USD ($) $ in Thousands				12 Months Ended
ACQUISITIONS (NARRATIVE) (DETAILS) - USD ($) $ in Thousands	Aug. 08, 2014	Feb. 28, 2014	Aug. 09, 2013	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013
Business Acquisition [Line Items]
Future Value of Liabilities Incurred From Business Acquisitions				$ 13,800
Valuation Technique on Contingent Consideration				Contingent Consideration - The Company recorded contingent consideration related to the acquisitions of iKnowtion, Guidon, TSG, WebMetro, Sofica and rogenSi. These contingent payables were recognized at fair value using a discounted cash flow approach and a discount rate of 21.0%, 21.0%, 4.6%, 5.3%, 5.0%, or 4.6%, 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 will accrete interest expense each period using the effective interest method until the future value of these contingent payables reaches their expected future value of $13.8 million. Interest expense related to all recorded contingent payables is included in Interest expense in the Consolidated Statements of Comprehensive Income (Loss).
Contingent Consideration, at fair value				$ 13,450	$ 24,744	$ 21,748
Revenue of Acquirees since Acquisition Date, Actual				65,900	43,200	6,400
Income (loss) from operations of Acquirees since Acquisition Date, Actual				600	5,300	900
Business Combination Pro Forma Information Amortization Expense of Acquirees Since Acquisition				4,200	3,300	800
rogenSi [Member]
Business Acquisition [Line Items]
Description of Acquired Entity	rogenSi Worldwide PTY, Ltd., a global leadership, change management, sales, performance training and consulting company
Business Acquisition, Purchase Price Allocation, Assets Acquired (Liabilities Assumed), Net	$ 34,403
Cost of Acquired Entity, Up Front Cash Consideration	18,000
Future Value of Liabilities Incurred From Business Acquisitions	$ 15,300
Valuation Technique on Contingent Consideration	The fair value of the contingent consideration was measured by applying a probability weighted discounted cash flow model based on significant inputs not observable in the market (Level 3 inputs). Key assumptions include a discount rate of 4.6% and expected future value of payments of $15.3 million. The $15.3 million of expected future payments was calculated using a probability weighted EBITDA assessment with the highest probability associated with rogenSi achieving the targeted EBITDA for each earn-out year.
Acquisition hold-back payment	$ 1,800
Discount rate	4.60%
Contingent Consideration Arrangements, Basis for Amount	The total contingent consideration possible per the sale and purchase agreement ranges from zero to $17.6 million and the earn-out payments are payable in early 2015, 2016 and 2017, based on July 1, 2014 through December 31, 2014, and full year 2015 and 2016 performance, respectively.
Contingent Consideration, at fair value	$ 14,500			9,797	15,162	0
Measurement period adjustment - Other accrued expenses				5,700
Measurement period adjustment - Other noncurrent liabilities				$ 4,100
rogenSi [Member] \| Customer Relationships [Member]
Business Acquisition [Line Items]
Acquired Finite-lived Intangible Assets, Weighted Average Useful Life				70 months
rogenSi [Member] \| Non-compete agreements useful lives [Member]
Business Acquisition [Line Items]
Acquired Finite-lived Intangible Assets, Weighted Average Useful Life				30 months
Sofica [Member]
Business Acquisition [Line Items]
Percentage of Voting Interests Acquired		100.00%
Description of Acquired Entity		Sofica provides customer lifecycle management and other business process services across multiple channels in multiple sites in over 18 languages.
Business Acquisition, Purchase Price Allocation, Assets Acquired (Liabilities Assumed), Net		$ 14,200
Cost of Acquired Entity, Up Front Cash Consideration		9,400
Future Value of Liabilities Incurred From Business Acquisitions		$ 3,800
Valuation Technique on Contingent Consideration		The fair value of the contingent consideration was measured based on significant inputs not observable in the market (Level 3 inputs). Key assumptions include a discount rate of 5.0% and expected future value of payments of $4.0 million. The $4.0 million of expected future payments was calculated using a probability weighted EBITDA assessment with the highest probability associated with Sofica achieving the targeted EBITDA for each earn-out year.
Acquisition hold-back payment		$ 1,000
Discount rate		5.00%
Contingent Consideration Arrangements, Basis for Amount		The total contingent consideration possible per the stock purchase agreement ranges from zero to $7.5 million. Additionally, the purchase price includes a $1.0 million hold-back payment for contingencies as defined in the stock purchase agreement which will be paid in the second quarter of 2016, if required.
Contingent Consideration, at fair value		$ 4,000		$ 3,153	6,317	0
WebMetro [Member]
Business Acquisition [Line Items]
Percentage of Voting Interests Acquired			100.00%
Business Acquisition, Purchase Price Allocation, Assets Acquired (Liabilities Assumed), Net			$ 17,800
Future Value of Liabilities Incurred From Business Acquisitions			$ 2,600
Valuation Technique on Contingent Consideration				The fair value of the contingent payments was measured based on significant inputs not observable in the market (Level 3 inputs). Key assumptions include a discount rate of 5.3% and expected future value of payments of $2.6 million. The $2.6 million of expected future payments was calculated using probability weighted EBITDA assessment with the highest probability associated with WebMetro achieving the targeted EBITDA for each earn-out year.
Discount rate			5.30%
Contingent Consideration, at fair value			$ 2,500	$ 0	$ 0	$ 2,708

SEGMENT INFORMATION (SEGMENT FINANCIALS) (DETAILS) - USD ($) $ in Thousands	3 Months Ended								12 Months Ended
	Dec. 31, 2015	Sep. 30, 2015	Jun. 30, 2015	Mar. 31, 2015	Dec. 31, 2014	Sep. 30, 2014	Jun. 30, 2014	Mar. 31, 2014	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013
Segment Reporting Information [Line Items]
Gross Revenue									$ 1,286,987	$ 1,241,817	$ 1,195,553
Intersegment Sales									(232)	(36)	(2,396)
Net Revenue	$ 341,816	$ 309,195	$ 310,223	$ 325,521	$ 338,170	$ 305,900	$ 295,490	$ 302,221	1,286,755	1,241,781	1,193,157
Depreciation and amortization	17,279	15,486	15,680	15,363	15,386	13,893	14,089	13,170	63,808	56,538	46,064
Income (Loss) from Operations	25,075	$ 15,625	$ 23,352	$ 26,128	30,128	$ 21,323	$ 20,667	$ 24,357	90,180	96,475	101,399
Capital Expenditures									66,595	67,641	50,364
Total Assets	843,327				852,475				843,327	852,475	842,342
Goodwill	114,183				128,705				114,183	128,705	102,743
Customer Management Services [Member]
Segment Reporting Information [Line Items]
Gross Revenue									913,272	923,497	892,145
Intersegment Sales									0	0	(1,262)
Net Revenue									913,272	923,497	890,883
Depreciation and amortization									44,633	40,577	33,884
Income (Loss) from Operations									58,018	76,792	75,689
Capital Expenditures									56,570	49,630	40,007
Total Assets	512,100				514,957				512,100	514,957	554,015
Goodwill	22,009				25,871				22,009	25,871	19,819
Customer Growth Services [Member]
Segment Reporting Information [Line Items]
Gross Revenue									129,021	115,434	100,996
Intersegment Sales									0	0	0
Net Revenue									129,021	115,434	100,996
Depreciation and amortization									6,065	6,048	4,127
Income (Loss) from Operations									3,077	7,255	3,024
Capital Expenditures									4,681	3,195	3,421
Total Assets	75,291				88,394				75,291	88,394	86,416
Goodwill	24,439				30,395				24,439	30,395	30,128
Customer Technology Services [Member]
Segment Reporting Information [Line Items]
Gross Revenue									157,838	139,218	152,769
Intersegment Sales									(232)	(36)	(284)
Net Revenue									157,606	139,182	152,485
Depreciation and amortization									9,775	7,489	6,201
Income (Loss) from Operations									13,339	4,519	19,965
Capital Expenditures									4,216	14,423	6,450
Total Assets	159,850				159,441				159,850	159,441	157,040
Goodwill	42,709				42,709				42,709	42,709	42,709
Customer Strategy Services [Member]
Segment Reporting Information [Line Items]
Gross Revenue									86,856	63,668	49,643
Intersegment Sales									0	0	(850)
Net Revenue									86,856	63,668	48,793
Depreciation and amortization									3,335	2,424	1,852
Income (Loss) from Operations									15,746	7,909	2,721
Capital Expenditures									1,128	393	486
Total Assets	96,086				89,683				96,086	89,683	44,871
Goodwill	$ 25,026				$ 29,730				$ 25,026	$ 29,730	$ 10,087

SEGMENT INFORMATION (REVENUE GEOGRAPHY) (DETAILS) - USD ($) $ in Thousands	3 Months Ended								12 Months Ended
	Dec. 31, 2015	Sep. 30, 2015	Jun. 30, 2015	Mar. 31, 2015	Dec. 31, 2014	Sep. 30, 2014	Jun. 30, 2014	Mar. 31, 2014	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013
Revenues from External Customers and Long-Lived Assets [Line Items]
Sales Revenue Services Net	$ 341,816	$ 309,195	$ 310,223	$ 325,521	$ 338,170	$ 305,900	$ 295,490	$ 302,221	$ 1,286,755	$ 1,241,781	$ 1,193,157
Property, plant and equipment, gross	660,081				628,351				660,081	628,351	575,499
Other long-term assets	42,486				36,658				42,486	36,658	45,726
United States [Member]
Revenues from External Customers and Long-Lived Assets [Line Items]
Sales Revenue Services Net									679,959	603,297	556,239
Property, plant and equipment, gross	415,918				382,508				415,918	382,508	337,311
Other long-term assets	34,007				27,728				34,007	27,728	34,891
Philippines [Member]
Revenues from External Customers and Long-Lived Assets [Line Items]
Sales Revenue Services Net									343,013	348,339	354,942
Property, plant and equipment, gross	140,712				119,482				140,712	119,482	101,123
Other long-term assets	5,220				5,202				5,220	5,202	4,408
Latin America [Member]
Revenues from External Customers and Long-Lived Assets [Line Items]
Sales Revenue Services Net									147,267	172,270	176,906
Property, plant and equipment, gross	49,464				67,193				49,464	67,193	75,618
Other long-term assets	1,161				1,456				1,161	1,456	5,299
Europe Middle East Africa [Member]
Revenues from External Customers and Long-Lived Assets [Line Items]
Sales Revenue Services Net									78,182	83,944	72,644
Property, plant and equipment, gross	14,567				13,367				14,567	13,367	12,311
Other long-term assets	811				692				811	692	311
Asia Pacific[ Member]
Revenues from External Customers and Long-Lived Assets [Line Items]
Sales Revenue Services Net									32,554	28,294	18,489
Property, plant and equipment, gross	23,181				26,502				23,181	26,502	28,195
Other long-term assets	165				1,309				165	1,309	779
Canada [Member]
Revenues from External Customers and Long-Lived Assets [Line Items]
Sales Revenue Services Net									5,780	5,637	13,937
Property, plant and equipment, gross	16,239				19,299				16,239	19,299	20,941
Other long-term assets	$ 1,122				$ 271				$ 1,122	$ 271	$ 38

ACCOUNTS RECEIVABLE (SCHEDULE OF ACCOUNTS RECEIVABLE) (DETAILS) - USD ($) $ in Thousands	Dec. 31, 2015	Dec. 31, 2014
ACCOUNTS RECEIVABLE AND SIGNIFICANT CLIENTS [Abstract]
Accounts receivable	$ 285,650	$ 279,857
Less: Allowance for doubtful accounts	(2,176)	(3,425)
Accounts Receivable, Net, Current, Total	$ 283,474	$ 276,432

ACCOUNTS RECEIVABLE (SCHEDULE OF CHANGE IN ALLOWANCE) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013
ACCOUNTS RECEIVABLE AND SIGNIFICANT CLIENTS [Abstract]
Balance, beginning of year	$ 3,425	$ 3,815	$ 3,635
Provision for doubtful accounts	1,465	633	695
Uncollectible receivables written-off	(2,035)	(681)	(315)
Effect of foreign currency	(679)	(342)	(200)
Balance, end of year	$ 2,176	$ 3,425	$ 3,815

ACCOUNTS RECEIVABLE (SIGNIFICANT CLIENTS TABLE) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013
Concentration Risk, Percentage of Revenue from Major Customer
Accounts receivable amount from major customer	$ 23,953	$ 38,400	$ 24,120
Revenue
Concentration Risk, Percentage of Revenue from Major Customer
Revenue from major customer as a percentage of total revenue	10.00%	11.00%	12.00%

PROPERTY PLANT AND EQUIPMENT (PPE BREAKOUT BY TYPE TABLE) (DETAILS) - USD ($) $ in Thousands	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013
Property Plant and Equipment Line Items
Property, plant and equipment, gross	$ 660,081	$ 628,351	$ 575,499
Less: Accumulated depreciation and amortization	(491,792)	(478,139)
Property, Plant and Equipment, Net, Total	168,289	150,212
Land And Building [Member]
Property Plant and Equipment Line Items
Property, plant and equipment, gross	38,833	38,833
Technology Equipment [Member]
Property Plant and Equipment Line Items
Property, plant and equipment, gross	359,581	334,127
Equipment [Member]
Property Plant and Equipment Line Items
Property, plant and equipment, gross	41,035	38,925
Furniture And Fixtures
Property Plant and Equipment Line Items
Property, plant and equipment, gross	62,606	57,411
Leasehold Improvements
Property Plant and Equipment Line Items
Property, plant and equipment, gross	157,788	158,844
Vehicles [Member]
Property Plant and Equipment Line Items
Property, plant and equipment, gross	$ 238	175
Construction In Progress [Member]
Property Plant and Equipment Line Items
Property, plant and equipment, gross		$ 36

PROPERTY PLANT AND EQUIPMENT (NARRATIVE) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013
Depreciation and amortization expense for property, plant and equipment	$ 54,000	$ 46,900	$ 38,700
Property, plant and equipment, net	168,289	150,212
Software Development [Member]
Property, plant and equipment, net	$ 18,400	$ 17,100

GOODWILL (GOODWILL ROLLFORWARD) (DETAILS) - USD ($) $ in Thousands	3 Months Ended	12 Months Ended
	Dec. 31, 2015	Dec. 31, 2015	Dec. 31, 2014
Goodwill [Line Items]
Beginning balance, goodwill		$ 128,705	$ 102,743
Acquisitions / Adjustments			27,835
Acquisitions / Adjustments		(3,600)
Impairments	$ 2,900	(7,725)
Effect of Foreign Currency		(3,197)	(1,873)
Ending balance, goodwill	114,183	114,183	128,705
Customer Management Services [Member]
Goodwill [Line Items]
Beginning balance, goodwill		25,871	19,819
Acquisitions / Adjustments			6,358
Acquisitions / Adjustments		0
Impairments		(1,769)
Effect of Foreign Currency		(2,093)	(306)
Ending balance, goodwill	22,009	22,009	25,871
Customer Growth Services [Member]
Goodwill [Line Items]
Beginning balance, goodwill		30,395	30,128
Acquisitions / Adjustments			267
Acquisitions / Adjustments		0
Impairments		(5,956)
Ending balance, goodwill	24,439	24,439	30,395
Customer Technology Services [Member]
Goodwill [Line Items]
Beginning balance, goodwill		42,709	42,709
Acquisitions / Adjustments			0
Acquisitions / Adjustments		0
Ending balance, goodwill	42,709	42,709	42,709
Customer Strategy Services [Member]
Goodwill [Line Items]
Beginning balance, goodwill		29,730	10,087
Acquisitions / Adjustments			21,210
Acquisitions / Adjustments		(3,600)
Effect of Foreign Currency		(1,104)	(1,567)
Ending balance, goodwill	$ 25,026	$ 25,026	$ 29,730

GOODWILL (NARRATIVE) (DETAILS) - USD ($) $ in Thousands	3 Months Ended								12 Months Ended
GOODWILL (NARRATIVE) (DETAILS) - USD ($) $ in Thousands	Dec. 31, 2015	Sep. 30, 2015	Jun. 30, 2015	Mar. 31, 2015	Dec. 31, 2014	Sep. 30, 2014	Jun. 30, 2014	Mar. 31, 2014	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013	Dec. 01, 2014
ValuationAllowanceForImpairmentOfRecognizedServicingAssetsLineItems
Fair Value Measurements, Significant Assumptions									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 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% to 20%;EBITDA margin projections held relatively flat over the forecast periods ranging from 10% to 20%;Estimated income tax rates of 10% to 40%;Estimated capital expenditures ranging from $0.1 million to $30 million; andDiscount rates ranging from 11.6% to 15.8% 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	$ 5,034	$ 3,066	$ 0	$ 0	$ 373	$ 0	$ 0	$ 0	$ 8,100	$ 373	$ 1,205
Revana [Member]
ValuationAllowanceForImpairmentOfRecognizedServicingAssetsLineItems
Fair value of a reporting unit in excess of carrying value expressed as a percentage		23.00%										6.00%
WebMetro [Member]
ValuationAllowanceForImpairmentOfRecognizedServicingAssetsLineItems
Fair value of a reporting unit in excess of carrying value expressed as a percentage												11.00%
Discount rate									17.00%
Impairment losses	600	$ 3,100			$ 2,300
WebMetro [Member] \| 2016 - 2019
ValuationAllowanceForImpairmentOfRecognizedServicingAssetsLineItems
Growth rate									20.00%
WebMetro [Member] \| After 2019
ValuationAllowanceForImpairmentOfRecognizedServicingAssetsLineItems
Growth rate									4.00%
Latin America [Member]
ValuationAllowanceForImpairmentOfRecognizedServicingAssetsLineItems
Discount rate									15.80%
Impairment losses	$ 1,800
Latin America [Member] \| 2016
ValuationAllowanceForImpairmentOfRecognizedServicingAssetsLineItems
Growth rate									22.00%
Latin America [Member] \| 2017 - 2020
ValuationAllowanceForImpairmentOfRecognizedServicingAssetsLineItems
Growth rate									6.00%
Latin America [Member] \| After 2020
ValuationAllowanceForImpairmentOfRecognizedServicingAssetsLineItems
Growth rate									4.00%

OTHER INTANGIBLE ASSETS (SCHEDULE OF INTANGIBLE ASSETS TABLE) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2015	Dec. 31, 2014
Finite Lived And Indefinite Lived Intangible Assets [Line Items]
Beginning balance, other intangible assets	$ 59,905	$ 54,812
Amortization and Impairment	(9,746)	(9,470)
Acquisitions or Disposals	3,548	15,722
Effect of Foreign Currency	(2,492)	(1,159)
Ending balance, other intangible assets	51,215	59,905
Customer Relationships [Member]
Finite Lived And Indefinite Lived Intangible Assets [Line Items]
Beginning balance, other intangible assets	63,914	50,830
Amortization and Impairment	0
Acquisitions or Disposals	(2,982)	14,115
Effect of Foreign Currency	1,325	(1,031)
Ending balance, other intangible assets	62,257	63,914
Customer Relationships Accumulated Amortization [Member]
Finite Lived And Indefinite Lived Intangible Assets [Line Items]
Beginning balance, other intangible assets	(20,326)	(13,547)
Amortization and Impairment	(7,401)	(6,779)
Acquisitions or Disposals		0
Effect of Foreign Currency	(2,453)
Ending balance, other intangible assets	(30,180)	(20,326)
Other Intangible Assets [Member]
Finite Lived And Indefinite Lived Intangible Assets [Line Items]
Beginning balance, other intangible assets	13,113	11,634
Amortization and Impairment	0
Acquisitions or Disposals	986	1,607
Effect of Foreign Currency	(349)	(128)
Ending balance, other intangible assets	13,750	13,113
Other Intangible Assets Accumulated Amortization [Member]
Finite Lived And Indefinite Lived Intangible Assets [Line Items]
Beginning balance, other intangible assets	(6,509)	(3,818)
Amortization and Impairment	(2,345)	(2,691)
Acquisitions or Disposals		0
Effect of Foreign Currency	99
Ending balance, other intangible assets	(8,755)	(6,509)
Trade Names [Member]
Finite Lived And Indefinite Lived Intangible Assets [Line Items]
Beginning balance, other intangible assets	9,713	9,713
Amortization and Impairment	0
Acquisitions or Disposals	5,544	0
Effect of Foreign Currency	(1,114)
Ending balance, other intangible assets	$ 14,143	$ 9,713

OTHER INTANGIBLE ASSETS (FUTURE AMORTIZATION EXPENSE TABLE) (DETAILS) $ in Thousands	Dec. 31, 2015 USD ($)
OTHER INTANGIBLE ASSETS [Abstract]
2016	$ 9,648
2017	7,900
2018	5,987
2019	5,495
2020	3,263
Thereafter	4,779
Total, finite lived intangible assets	$ 37,072

OTHER INTANGIBLE ASSETS (NARRATIVE) (DETAILS) - USD ($) $ in Thousands	3 Months Ended									6 Months Ended	12 Months Ended
	Dec. 31, 2015	Sep. 30, 2015	Jun. 30, 2015	Mar. 31, 2015	Dec. 31, 2014	Sep. 30, 2014	Jun. 30, 2014	Mar. 31, 2014	Jun. 30, 2013	Jun. 30, 2013	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013
Weighted Average Useful Life [Line Items]
Amortization expense related to intangible assets											$ 9,700	$ 9,600	$ 7,200
Impairment losses	$ 5,034	$ 3,066	$ 0	$ 0	$ 373	$ 0	$ 0	$ 0			$ 8,100	$ 373	$ 1,205
Customer Strategy Services [Member]
Weighted Average Useful Life [Line Items]
Estimated royalty rate									6.00%
Growth rate									7.00%
Indefinite-Lived Trade Names									$ 5,300	$ 5,300
Impairment losses									$ 1,100
Customer Relationships [Member]
Weighted Average Useful Life [Line Items]
Weighted average useful life of intangible assets											4 years 8 months 12 days
Trade Names [Member] \| Customer Strategy Services [Member]
Weighted Average Useful Life [Line Items]
Discount rate										38.00%
Other Intangible Assets [Member]
Weighted Average Useful Life [Line Items]
Weighted average useful life of intangible assets											2 years 4 months 24 days

DERIVATIVES (OCI ROLLFORWARD) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013
DERIVATIVES [ABSTRACT]
Aggregate unrealized net gain/(loss) at beginning of year	$ (18,345)	$ (8,352)	$ 9,559
Add: Net gain/(loss) from change in fair value of cash flow hedges	(16,349)	(12,121)	(13,721)
Less: Net (gain)/loss reclassified to earnings from effective hedges	7,809	2,128	(4,190)
Aggregate unrealized net gain/(loss) at end of period	$ (26,885)	$ (18,345)	$ (8,352)

DERIVATIVES (NOTIONAL TABLE) (DETAILS) - Forwards £ in Thousands, PHP in Thousands, MXN in Thousands, CAD in Thousands, $ in Thousands	Dec. 31, 2015 PHP	Dec. 31, 2015 MXN	Dec. 31, 2015 USD ($)	Dec. 31, 2014 PHP	Dec. 31, 2014 GBP (£)	Dec. 31, 2014 MXN	Dec. 31, 2014 CAD	Dec. 31, 2014 USD ($)
Derivative [Line Items]
Notional Amount			$ 534,695					$ 578,957
CAD
Derivative [Line Items]
Notional Amount							CAD 1,500	1,441
PHP
Derivative [Line Items]
Notional Amount	PHP 16,362,000		$ 361,571	PHP 17,428,000				398,046
% Maturing in the Next 12 Months	45.40%	45.40%	45.40%
MXN
Derivative [Line Items]
Notional Amount		MXN 2,637,000	$ 173,124			MXN 2,532,000		179,089
% Maturing in the Next 12 Months	28.70%	28.70%	28.70%
NZD
Derivative [Line Items]
Notional Amount					£ 490			$ 381

DERIVATIVES (INTEREST RATE SWAPS) (DETAILS) $ in Millions	12 Months Ended
DERIVATIVES (INTEREST RATE SWAPS) (DETAILS) $ in Millions	Dec. 31, 2015 USD ($)
Interest Rate Swap One [Member]
Derivative [Line Items]
Notional Amount	$ 25.0
Variable Rate Received	1 - month LIBOR
Fixed Rate Paid	2.55%
Contract Commencement Date	Apr. 01, 2012
Contract Maturity Date	Apr. 01, 2016
Interest Rate Swap Two [Member]
Derivative [Line Items]
Notional Amount	$ 15.0
Variable Rate Received	1 - month LIBOR
Fixed Rate Paid	3.14%
Contract Commencement Date	May 01, 2012
Contract Maturity Date	May 01, 2017
Total Interest Rate Swaps [Member]
Derivative [Line Items]
Notional Amount	$ 40.0

DERIVATIVES (BALANCE SHEET CLASSIFICATION) (DETAILS) - USD ($) $ in Thousands	Dec. 31, 2015	Dec. 31, 2014
Fair Value [Member]
Derivatives, Fair Value [Line Items]
Notional Amount	$ 241,000	$ 242,500
Designated as Hedging Instruments [Member] \| Foreign Exchange [Member] \| Cash Flow [Member]
Derivatives, Fair Value [Line Items]
Total net derivative asset (liability)	(45,722)	(29,169)
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)	39	192
Designated as Hedging Instruments [Member] \| Foreign Exchange [Member] \| Cash Flow [Member] \| Other assets [Member]
Derivatives, Fair Value [Line Items]
Total net derivative asset (liability)	66	389
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)	(20,088)	(12,680)
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)	(25,739)	(17,070)
Designated as Hedging Instruments [Member] \| Interest Rate \| Cash Flow [Member]
Derivatives, Fair Value [Line Items]
Total net derivative asset (liability)	(651)	(1,440)
Designated as Hedging Instruments [Member] \| Interest Rate \| Cash Flow [Member] \| Other Current Liabilities [Member]
Derivatives, Fair Value [Line Items]
Total net derivative asset (liability)	(549)	(988)
Designated as Hedging Instruments [Member] \| Interest Rate \| Cash Flow [Member] \| Other long-term liabilities
Derivatives, Fair Value [Line Items]
Total net derivative asset (liability)	(102)	(452)
Not Designated as Hedging Instruments [Member] \| Foreign Exchange [Member] \| Fair Value [Member]
Derivatives, Fair Value [Line Items]
Total net derivative asset (liability)	2,373	792
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)	2,489	797
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)	$ (116)	$ (5)

DERIVATIVES (INCOME STATEMENT CLASSIFICATION) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013
Derivative Instruments, Gain (Loss) [Line Items]
Interest Expense.	$ 7,538	$ 6,946	$ 7,513
Other nonoperating income expense	2,157	9,161	$ (722)
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:	(7,198)	(11,926)
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	(12,410)	(2,429)
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:	(611)	(195)
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.	(1,053)	(1,060)
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	$ (6,127)	$ (386)

FAIR VALUE (DERIVATIVES TABLE) (DETAILS) - USD ($) $ in Thousands	Dec. 31, 2015	Dec. 31, 2014
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	$ (45,722)	$ (29,169)
Interest rate swaps	(651)	(1,440)
Fair value hedges	2,373	792
Total net derivative asset (liability)	(44,000)	(29,817)
Fair Value, Measurements, Recurring [Member]
Fair Value Net Derivative Assets And Liabilities Measured On Recurring And Nonrecurring Basis [Line Items]
Cash flow hedges	(45,722)	(29,169)
Interest rate swaps	(651)	(1,440)
Fair value hedges	2,373	792
Total net derivative asset (liability)	$ (44,000)	$ (29,817)

FAIR VALUE (FAIR VALUE ASSETS AND LIABILITIES) (DETAILS) - USD ($) $ in Thousands	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013
Liabilities [Abstract]
Contingent consideration	$ (13,450)	$ (24,744)	$ (21,748)
Fair Value, Measurements, Recurring [Member] \| Significant Other Observable Inputs (Level 2) [Member]
Assets [Abstract]
Derivative assets, net	0
Total assets	0
Liabilities [Abstract]
Deferred compensation plan liability	(9,821)	(8,478)
Derivative instruments, net	(44,000)	(29,817)
Contingent consideration	0
Total liabilities	(53,821)	(38,295)
Fair Value, Measurements, Recurring [Member] \| Significant Unobservable Inputs (Level 3) [Member]
Liabilities [Abstract]
Contingent consideration	(13,450)	(24,744)
Total liabilities	$ (13,450)	$ (24,744)

FAIR VALUE (CONTINGENT CONSIDERATION TABLE) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2015	Dec. 31, 2014
Business acquisitions, Contingent Consideration [Line Items]
Beginning balance, contingent consideration payable	$ 24,744	$ 21,748
Acquisitions		18,373
Payments	(12,010)	(9,144)
Imputed Interest/ Adjustment	716	(6,233)
Ending balance, contingent consideration payable	13,450	24,744
Iknowtion [Member]
Business acquisitions, Contingent Consideration [Line Items]
Beginning balance, contingent consideration payable	2,265	3,470
Payments	(1,800)	(1,400)
Imputed Interest/ Adjustment	35	195
Ending balance, contingent consideration payable	500	2,265
Guidon [Member]
Business acquisitions, Contingent Consideration [Line Items]
Beginning balance, contingent consideration payable	1,000	2,637
Payments	(1,000)	(1,426)
Imputed Interest/ Adjustment		(211)
Ending balance, contingent consideration payable	0	1,000
Technology Solutions Group [Member]
Business acquisitions, Contingent Consideration [Line Items]
Beginning balance, contingent consideration payable	0	12,933
Payments		(5,292)
Imputed Interest/ Adjustment		(7,641)
Ending balance, contingent consideration payable	0	0
WebMetro [Member]
Business acquisitions, Contingent Consideration [Line Items]
Beginning balance, contingent consideration payable	0	2,708
Payments		(1,026)
Imputed Interest/ Adjustment		(1,682)
Ending balance, contingent consideration payable	0	0
Sofica [Member]
Business acquisitions, Contingent Consideration [Line Items]
Beginning balance, contingent consideration payable	6,317	0
Acquisitions		3,830
Payments	(2,838)
Imputed Interest/ Adjustment	(326)	2,487
Ending balance, contingent consideration payable	3,153	6,317
rogenSi [Member]
Business acquisitions, Contingent Consideration [Line Items]
Beginning balance, contingent consideration payable	15,162	0
Acquisitions		14,543
Payments	(6,372)
Imputed Interest/ Adjustment	1,007	619
Ending balance, contingent consideration payable	$ 9,797	$ 15,162

FAIR VALUE (NARRATIVE) (DETAILS) - USD ($) $ in Thousands			3 Months Ended						12 Months Ended
FAIR VALUE (NARRATIVE) (DETAILS) - USD ($) $ in Thousands	Aug. 08, 2014	Feb. 28, 2014	Dec. 31, 2015	Sep. 30, 2015	Jun. 30, 2015	Dec. 31, 2014	Sep. 30, 2014	Jun. 30, 2014	Dec. 31, 2015	Dec. 31, 2014	Aug. 09, 2013
Business acquisitions, Contingent Consideration [Line Items]
Average interest rate on annual borrowings									1.20%	1.20%
Future Value of Liabilities Incurred From Business Acquisitions			$ 13,800						$ 13,800
Valuation Technique on Contingent Consideration									Contingent Consideration - The Company recorded contingent consideration related to the acquisitions of iKnowtion, Guidon, TSG, WebMetro, Sofica and rogenSi. These contingent payables were recognized at fair value using a discounted cash flow approach and a discount rate of 21.0%, 21.0%, 4.6%, 5.3%, 5.0%, or 4.6%, 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 will accrete interest expense each period using the effective interest method until the future value of these contingent payables reaches their expected future value of $13.8 million. Interest expense related to all recorded contingent payables is included in Interest expense in the Consolidated Statements of Comprehensive Income (Loss).
Technology Solutions Group [Member]
Business acquisitions, Contingent Consideration [Line Items]
Increase (decrease) in contingent consideration payable						$ 3,900		$ 4,000
Sofica [Member]
Business acquisitions, Contingent Consideration [Line Items]
Future Value of Liabilities Incurred From Business Acquisitions		$ 3,800
Valuation Technique on Contingent Consideration		The fair value of the contingent consideration was measured based on significant inputs not observable in the market (Level 3 inputs). Key assumptions include a discount rate of 5.0% and expected future value of payments of $4.0 million. The $4.0 million of expected future payments was calculated using a probability weighted EBITDA assessment with the highest probability associated with Sofica achieving the targeted EBITDA for each earn-out year.
Increase (decrease) in contingent consideration payable					$ 500	600	$ 1,800
WebMetro [Member]
Business acquisitions, Contingent Consideration [Line Items]
Future Value of Liabilities Incurred From Business Acquisitions											$ 2,600
Valuation Technique on Contingent Consideration									The fair value of the contingent payments was measured based on significant inputs not observable in the market (Level 3 inputs). Key assumptions include a discount rate of 5.3% and expected future value of payments of $2.6 million. The $2.6 million of expected future payments was calculated using probability weighted EBITDA assessment with the highest probability associated with WebMetro achieving the targeted EBITDA for each earn-out year.
Increase (decrease) in contingent consideration payable							$ 1,700
rogenSi [Member]
Business acquisitions, Contingent Consideration [Line Items]
Future Value of Liabilities Incurred From Business Acquisitions	$ 15,300
Valuation Technique on Contingent Consideration	The fair value of the contingent consideration was measured by applying a probability weighted discounted cash flow model based on significant inputs not observable in the market (Level 3 inputs). Key assumptions include a discount rate of 4.6% and expected future value of payments of $15.3 million. The $15.3 million of expected future payments was calculated using a probability weighted EBITDA assessment with the highest probability associated with rogenSi achieving the targeted EBITDA for each earn-out year.
Increase (decrease) in contingent consideration payable			$ 300	$ 800		$ 500

INCOME TAXES (SOURCES OF PRE-TAX INCOME TABLE) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013
Sources of pre-tax accounting income
Domestic	$ 25,402	$ 20,569	$ 10,816
Foreign	60,487	79,890	81,253
Income before income taxes	$ 85,889	$ 100,459	$ 92,069

INCOME TAXES (PROVISION TABLE) (DETAILS) - USD ($) $ in Thousands	3 Months Ended								12 Months Ended
	Dec. 31, 2015	Sep. 30, 2015	Jun. 30, 2015	Mar. 31, 2015	Dec. 31, 2014	Sep. 30, 2014	Jun. 30, 2014	Mar. 31, 2014	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013
Current provision
Federal current									$ 4,094	$ (699)	$ (320)
State current									1,829	270	150
Foreign current									4,764	13,957	13,876
Total current provision									10,687	13,528	13,706
Deferred provision (benefit)
Federal deferred									(1,895)	10,148	4,674
State deferred									1,085	423	195
Foreign deferred									10,127	(1,057)	2,023
Deferred Income Tax Expense (Benefit), Total									9,317	9,514	6,892
Income Tax Expense (Benefit), Total	$ 6,566	$ 1,192	$ 7,841	$ 4,405	$ 8,971	$ 5,778	$ 5,417	$ 2,876	$ 20,004	$ 23,042	$ 20,598

INCOME TAXES (TAX RATE RECONCILIATION TABLE) (DETAILS) - USD ($) $ in Thousands	3 Months Ended								12 Months Ended
	Dec. 31, 2015	Sep. 30, 2015	Jun. 30, 2015	Mar. 31, 2015	Dec. 31, 2014	Sep. 30, 2014	Jun. 30, 2014	Mar. 31, 2014	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013
Effective tax rate reconciliation
Income tax per U.S. federal statutory rate (35%)									$ 30,062	$ 35,161	$ 32,224
State income taxes, net of federal deduction									1,603	1,525	210
Change in valuation allowances									3,923	256	3,266
Foreign income taxes at different rates than the U.S.									(14,490)	(17,824)	(20,529)
Foreign withholding taxes									958	257	2,504
Losses in international markets without tax benefits									1,999	1,649	779
Nondeductible compensation under Section 162(m)									512	817	1,847
Liabilities for uncertain tax positions									1,756	1,435	77
Permanent difference related to foreign exchange gains									162	(11)	(122)
(Income)/losses of foreign branch operations									(517)	225	1,447
Non-taxable earnings of minority interest									(1,349)	(1,141)	(1,172)
Foreign dividend less foreign tax credits									(4,425)	(1,428)	(2,587)
Increase in deferred tax liability - branch losses in UK									(2,530)	(75)	(954)
Decrease (increase) to deferred tax tasset - change in state tax rate									(526)	(443)	(68)
State income tax credits and net operating losses									(1,477)	(142)	615
Foreign earnings taxed currently in U.S.									2,839	2,696	2,907
Other									1,504	85	154
Income Tax Expense (Benefit), Total	$ 6,566	$ 1,192	$ 7,841	$ 4,405	$ 8,971	$ 5,778	$ 5,417	$ 2,876	$ 20,004	$ 23,042	$ 20,598

INCOME TAXES (DTA AND DTL TABLE) (DETAILS) - USD ($) $ in Thousands	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013	Dec. 31, 2012
Deferred tax assets, gross
Accrued workers compensation, deferred compensation and employee benefits	$ 10,509	$ 17,030
Allowance for doubtful accounts, insurance and other accruals	4,860	4,554
Amortization of deferred rent liabilities	2,500	2,201
Net operating losses	19,522	11,296
Equity compensation	3,505	2,997
Customer acquisition and deferred revenue accruals	16,610	16,241
Federal and state tax credits, net	10,057	10,621
Depreciation and amortization	6,265	0
Unrealized losses on derivatives	16,644	11,686
Other	2,655	12,749
Total deferred tax assets, gross	93,127	89,375
Valuation allowances	(10,139)	(10,721)	$ (10,792)	$ (20,909)
Deferred Tax Assets, Net of Valuation Allowance, Total	82,988	78,654
Deferred tax liabilities
Depreciation and amortization	0	(7,035)
Contract acquisition costs	(25,667)	(11,768)
Future losses in UK	0	(2,530)
Intangible Assets	(6,082)	(7,628)
Other	(2,490)	(355)
Total deferred tax liabilities	(34,239)	(29,316)
Deferred Tax Assets, Net, Total	$ 48,749	$ 49,338

INCOME TAXES (VALUATION ALLOWANCE ROLLFORWARD TABLE) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013
INCOME TAXES [ABSTRACT]
Beginning balance, deferred income tax valuation allowance	$ 10,721	$ 10,792	$ 20,909
Additions to Deferred Income Tax Expense	4,300	946	4,218
Reduction of Deferred Income Tax Expense	(4,882)	(1,017)	(14,335)
Ending balance, deferred income tax valuation allowance	$ 10,139	$ 10,721	$ 10,792

INCOME TAXES (OPERATING LOSS CARRY FORWARDS TABLE) (DETAILS) - All Tax Jurisdictions [Member] $ in Thousands	Dec. 31, 2015 USD ($)
Expiration of Net Operating Loss Carry Forwards [Line Items]
2015	$ 1,616
2016	133
2017	316
2018	295
After 2018	12,688
No expiration	4,473
Total	$ 19,521

INCOME TAXES (UNCERTAIN TAX BENEFITS TABLE) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013
Reconciliation of Unrecognized Tax Benefits Rollforward
Beginning balance, unrecognized tax benefits	$ 1,661	$ 358	$ 358
Additions for current year tax positions	1,048	1,303	0
Reductions in prior year tax positions	0	0	0
Ending balance, unrecognized tax benefits	$ 2,709	$ 1,661	$ 358

INCOME TAXES (JURISDICTIONS OPEN TO TAX EXAMINATIONS TABLE) (DETAILS)	12 Months Ended
	Dec. 31, 2015
United States [Member]
Income Tax Examination [Line Items]
Tax Years Ended	2012 to present
Argentina [Member]
Income Tax Examination [Line Items]
Tax Years Ended	2010 to present
Australia [Member]
Income Tax Examination [Line Items]
Tax Years Ended	2011 to present
Brazil [Member]
Income Tax Examination [Line Items]
Tax Years Ended	2010 to present
Canada [Member]
Income Tax Examination [Line Items]
Tax Years Ended	2008 to present
Mexico [Member]
Income Tax Examination [Line Items]
Tax Years Ended	2010 to present
Philippines [Member]
Income Tax Examination [Line Items]
Tax Years Ended	2013 to present
Spain [Member]
Income Tax Examination [Line Items]
Tax Years Ended	2011 to present

INCOME TAXES (NARRATIVE) (DETAILS) - USD ($) $ / shares in Units, $ in Thousands	3 Months Ended					12 Months Ended
	Dec. 31, 2015	Jun. 30, 2015	Mar. 31, 2015	Sep. 30, 2014	Mar. 31, 2014	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013	Dec. 31, 2012
Income Statement Narrative [Line Items]
Total deferred tax assets, net	$ 82,988					$ 82,988	$ 78,654
Valuation allowances	10,139					$ 10,139	10,721	$ 10,792	$ 20,909
Net Change in Valuation Allowance	1,200	$ 200	$ 300
Tax Credit Carryforward, Description						As of December 31, 2015, domestically, the Company had federal tax credit carry forwards in the amount of $1.6 million that if unused will expire in 2021, $2.2 million that if unused will expire in 2022, $2.2 million that if unused will expire in 2023, $0.9 million that if unused will expire in 2024, and $1.7 million that if unused will expire in 2025. The Company also had state tax credit carry-forwards of $0.3 million that if unused will expire between 2016 and 2023.
Cumulative Amount Foregin Earnings Invested Outside United States	493,400					$ 493,400
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 2011 and 2020.
Income Tax Holiday Termination Date						2011 and 2020
Aggregate Effect on Income Tax Expense for Income Tax Holiday Jurisdictions						$ 12,200	$ 20,200	$ 14,600
Diluted Net Income Per Share Effect For Income Tax Holiday Jurisdictions						$ 0.25	$ 0.27	$ 0.28
Total Interest and Penalties Accrued Related to Uncertain Tax Positions Recorded in Balance Sheets	709					$ 709	$ 132	$ 77
Reserve for Uncertain Tax Benefits, Net						3,700	$ 1,900
Decrease of Unrecognized Tax Benefits over Next 12 Months	3,700					3,700
Income Tax Examination, Penalties and Interest Accrued		$ 1,750
State Tax Credits And Nol [Member]
Income Statement Narrative [Line Items]
Net Change in Valuation Allowance						2,900
United States [Member]
Income Statement Narrative [Line Items]
Total deferred tax assets, net	40,400					$ 40,400
Income Tax Examination Years Under Audit						2009, 2011 and 2012
Foreign Jurisdictions [Member]
Income Statement Narrative [Line Items]
Total deferred tax assets, net	$ 8,400					$ 8,400
Foreign Jurisdictions [Member] \| Not Realizable Standard [Member]
Income Statement Narrative [Line Items]
Net Change in Valuation Allowance						(1,800)
Canada [Member]
Income Statement Narrative [Line Items]
Tax Adjustments, Settlements, and Unusual Provisions					$ 1,200
Income Tax Examination Years Under Audit					2009 and 2010, and New Zealand for tax year 2013
Argentina [Member] \| Not Realizable Standard [Member]
Income Statement Narrative [Line Items]
Net Change in Valuation Allowance						$ 4,300
Netherlands [Member]
Income Statement Narrative [Line Items]
Tax Adjustments, Settlements, and Unusual Provisions				$ 1,300
Income Tax Examination Years Under Audit				2010 and 2011

RESTRUCTURING CHARGES AND IMPAIRMENT LOSSES (LIABILITY CLASSIFICATION TABLE) (DETAILS) - USD ($) $ in Thousands	3 Months Ended								12 Months Ended
	Dec. 31, 2015	Sep. 30, 2015	Jun. 30, 2015	Mar. 31, 2015	Dec. 31, 2014	Sep. 30, 2014	Jun. 30, 2014	Mar. 31, 2014	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013
Restructuring Cost and Reserve [Line Items]
Reduction in force									$ 1,814	$ 3,336	$ 4,137
Facility exit charges										14	298
Restructuring charges, net	$ 185	$ 622	$ 198	$ 809	$ 1,600	$ 593	$ 617	$ 540	1,814	3,350	4,435
Customer Management Services [Member]
Restructuring Cost and Reserve [Line Items]
Reduction in force									1,482	2,182	3,832
Facility exit charges									0	14	298
Customer Growth Services [Member]
Restructuring Cost and Reserve [Line Items]
Reduction in force									22	56	43
Facility exit charges									0	0	0
Customer Technology Services [Member]
Restructuring Cost and Reserve [Line Items]
Reduction in force									13	709	73
Facility exit charges									0	0	0
Customer Strategy Services [Member]
Restructuring Cost and Reserve [Line Items]
Reduction in force									297	389	189
Facility exit charges									$ 0	$ 0	$ 0

RESTRUCTURING CHARGES AND IMPAIRMENT LOSSES (LIABLITY ROLLFORWARD TABLE) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2015	Dec. 31, 2014
Restructuring Cost and Reserve [Line Items]
Beginning balance, restructuring reserve	$ 2,071	$ 1,353
Expense	1,814	3,456
Payments	(2,869)	(2,632)
Changes due to foreign currency	(210)
Change in estimates		(106)
Ending balance, restructuring reserve	806	2,071
Closure of Delivery Centers [Member]
Restructuring Cost and Reserve [Line Items]
Beginning balance, restructuring reserve	0	0
Expense	0	14
Payments	0	(14)
Changes due to foreign currency	0
Change in estimates	0	0
Ending balance, restructuring reserve	0	0
Reduction in Force [Member]
Restructuring Cost and Reserve [Line Items]
Beginning balance, restructuring reserve	2,071	1,353
Expense	1,814	3,442
Payments	(2,869)	(2,618)
Changes due to foreign currency	(210)
Change in estimates		(106)
Ending balance, restructuring reserve	$ 806	$ 2,071

RESTRUCTURING CHARGES AND IMPAIRMENT LOSSES (NARRATIVE) (DETAILS) - USD ($) $ in Thousands	3 Months Ended			12 Months Ended
	Dec. 31, 2015	Sep. 30, 2015	Jun. 30, 2013	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013
Restructuring Cost and Reserve [Line Items]
Impaired Long-Lived Assets Held and Used, Asset Description				During each of the periods presented, the Company evaluated the recoverability of its leasehold improvement assets at certain delivery 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.
Impairments	$ 2,900			$ (7,725)
Restructuring Reserve	806			806	$ 2,071	$ 1,353
Payments				(2,869)	(2,632)
Customer Management Services [Member]
Restructuring Cost and Reserve [Line Items]
Impairment of Leasehold				$ 400	$ 400	$ 100
Impairments	1,800
Customer Growth Services [Member]
Restructuring Cost and Reserve [Line Items]
Impairments	$ 2,800	$ 3,100
Customer Strategy Services [Member]
Restructuring Cost and Reserve [Line Items]
Impairment of Intangible Assets, Indefinite-lived (Excluding Goodwill)			$ 1,100

INDEBTEDNESS (NARRATIVE) (DETAILS) - USD ($)		12 Months Ended
INDEBTEDNESS (NARRATIVE) (DETAILS) - USD ($)	Feb. 11, 2016	Dec. 31, 2015	Dec. 31, 2014
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	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 our net leverage ratio. Eurodollar loans bear interest at LIBOR plus a margin of 1.0% to 1.75% based on our 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 multiplied by 0.125% per annum from February 11, 2016 until a compliance certificate is provided by us in connection with the delivery to the lenders of our quarterly financial statements for the quarter ended March 31, 2016, and thereafter at a rate of 0.250% to 0.125% based on our net leverage ratio.
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. At our discretion, direct borrowing options under the Credit Agreement include Eurodollar loans, overnight base rate loans, and alternate currency loans. The Credit Agreement also provides for a foreign subsidiary borrowing capacity sub-limit for loans or letters of credit of up to 50% of the total commitment amount, in both U.S. dollars and certain foreign currencies.
Line of Credit Facility, Collateral	ndebtedness under the Credit Agreement is guaranteed by certain of our domestic subsidiaries and is collateralized by (subject to permitted liens) the U.S. accounts receivable and cash of our Company and certain of its domestic subsidiaries. The indebtedness may also be collateralized by tangible assets of our Company and its domestic subsidiaries, if borrowings by foreign subsidiaries exceed $100.0 million and the total net leverage ratio is greater than 3.00 to 1.00. We also pledged 65% of the voting stock and all of the non-voting stock, if any, of certain of our material foreign subsidiaries.In addition, 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.
Borrowings outstanding on credit facility		$ 100,000,000	$ 100,000,000
Average daily utilization under credit facility		319,600,000	$ 285,900,000
Letters of credit issued under credit facility		3,400,000
Remaining borrowing capacity under credit facility		$ 415,000,000

DEFERRED REVENUE AND COSTS (DEFERRED REVENUE CLASSIFICATION TABLE) (DETAILS) - USD ($) $ in Thousands	Dec. 31, 2015	Dec. 31, 2014
DEFERRED REVENUE AND COSTS [ABSTRACT]
Deferred revenue - current	$ 26,184	$ 29,887
Deferred revenue - long-term	17,823	18,771
Total deferred revenue	$ 44,007	$ 48,658

DEFERRED REVENUE AND COSTS (DEFERRED COSTS CLASSIFICATION TABLE) (DETAILS) - USD ($) $ in Thousands	Dec. 31, 2015	Dec. 31, 2014
DEFERRED REVENUE AND COSTS [ABSTRACT]
Deferred costs - current	$ 16,905	$ 16,845
Deferred costs - long-term	11,472	12,214
Total deferred costs	$ 28,377	$ 29,059

LEASES (FUTURE MINIMUM LEASE PAYMENTS TABLE) (DETAILS) $ in Thousands	Dec. 31, 2015 USD ($)
Operating Leases [Member]
Operating Leased Assets Line Items
2015	$ 36,571
2016	30,796
2017	21,585
2018	13,824
2019	9,767
Thereafter	29,976
Total future minimum lease payments	142,519
Sublease Income [Member]
Operating Leased Assets Line Items
2015	(2,234)
2016	(2,234)
2017	(2,470)
2018	(2,470)
2019	(2,470)
Thereafter	(206)
Total future minimum lease payments	$ (12,084)

LEASES (ASSET RETIREMENT SCHEDULE TABLE) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2015	Dec. 31, 2014
LEASES [ABSTRACT]
Beginning balance, asset retirement obligation	$ 1,941	$ 1,888
Additions and modifications	(136)	39
Accretion	49	14
Settlements	(213)	0
Ending balance, asset retirement obligation	$ 1,641	$ 1,941

LEASES (NARRATIVE) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
LEASES (NARRATIVE) (DETAILS) - USD ($) $ in Thousands	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013
LEASES [ABSTRACT]
Rent expense recognized, net, under operating leases	$ 37,700	$ 33,200	$ 33,300
Deferred rent liability	$ 11,791	$ 8,956

MANDATORILY REDEEMABLE NONCONTROLLING INTEREST (ROLLFORWARD TABLE) (DETAILS) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013
Mandatorily redeemable noncontrolling interest [Line Items]
Mandatorily redeemable noncontrolling interest, January 1	$ 2,814
Net income attributable to mandatorily redeemable noncontrolling interest	65,885	$ 77,417	$ 71,471
Dividends distributed to noncontrolling interest	3,960	4,275	4,183
Change in redemption value	(1,113)	(936)	(1,677)
Mandatorily redeemable noncontrolling interest, June 30	4,131	2,814
Iknowtion [Member]
Mandatorily redeemable noncontrolling interest [Line Items]
Mandatorily redeemable noncontrolling interest, January 1	2,814	2,509
Net income attributable to mandatorily redeemable noncontrolling interest	837	613
Dividends distributed to noncontrolling interest	(633)	(1,244)
Change in redemption value	1,113	936
Mandatorily redeemable noncontrolling interest, June 30	$ 4,131	$ 2,814	$ 2,509

MANDATORILY REDEEMABLE NONCONTROLLING INTEREST (NARRATIVE) (DETAILS)	12 Months Ended
	Dec. 31, 2015
Mandatorily Redeemable Noncontrolling Interest [Abstract]
Description of mandatorily redeemable noncontrolling interest	The Company holds an 80% interest in iKnowtion. In the event iKnowtion meets certain EBITDA targets for calendar year 2015, the purchase and sale agreement requires TeleTech 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 represent a contingent redemption feature which the Company determined is probable of being achieved.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, 2015	Dec. 31, 2014	Dec. 31, 2013
AOCI Attributable to Parent, Net of Tax [Roll Forward]
Accumulated other comprehensive income (loss) Beginning Balance	$ (52,274)	$ (20,586)	$ 22,981
Other comprehensive income (loss) before reclassifications	(57,807)	(34,848)	(39,946)
Amounts reclassified from accumulated other comprehensive income (loss)	8,716	3,160	(3,621)
Net current period other comprehensive income (loss)	(49,091)	(31,688)	(43,567)
Accumulated other comprehensive income (loss) Ending Balance	(101,365)	(52,274)	(20,586)
Foreign Currency Translation Adjustment
AOCI Attributable to Parent, Net of Tax [Roll Forward]
Accumulated other comprehensive income (loss) Beginning Balance	(33,352)	(10,581)	15,673
Other comprehensive income (loss) before reclassifications	(37,844)	(22,771)	(26,254)
Net current period other comprehensive income (loss)	(37,844)	(22,771)	(26,254)
Accumulated other comprehensive income (loss) Ending Balance	(71,196)	(33,352)	(10,581)
Derivative Valuation, Net of Tax
AOCI Attributable to Parent, Net of Tax [Roll Forward]
Accumulated other comprehensive income (loss) Beginning Balance	(18,345)	(8,352)	9,559
Other comprehensive income (loss) before reclassifications	(16,349)	(12,121)	(13,721)
Amounts reclassified from accumulated other comprehensive income (loss)	7,809	2,128	(4,190)
Net current period other comprehensive income (loss)	(8,540)	(9,993)	(17,911)
Accumulated other comprehensive income (loss) Ending Balance	(26,885)	(18,345)	(8,352)
Other, Net of Tax
AOCI Attributable to Parent, Net of Tax [Roll Forward]
Accumulated other comprehensive income (loss) Beginning Balance	(577)	(1,653)	(2,251)
Other comprehensive income (loss) before reclassifications	(3,614)	44	29
Amounts reclassified from accumulated other comprehensive income (loss)	907	1,032	569
Net current period other comprehensive income (loss)	(2,707)	1,076	598
Accumulated other comprehensive income (loss) Ending Balance	$ (3,284)	$ (577)	$ (1,653)

ACCUMULATED OTHER COMPREHENSIVE INCOME (LOSS) (INCOME STATEMENT CLASSIFICATION TABLE) (DETAILS) - USD ($) $ in Thousands	3 Months Ended								12 Months Ended
	Dec. 31, 2015	Sep. 30, 2015	Jun. 30, 2015	Mar. 31, 2015	Dec. 31, 2014	Sep. 30, 2014	Jun. 30, 2014	Mar. 31, 2014	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013
Presentation of Income Statement Reclassifications [Line Items]
Sales Revenue Services Net	$ 341,816	$ 309,195	$ 310,223	$ 325,521	$ 338,170	$ 305,900	$ 295,490	$ 302,221	$ 1,286,755	$ 1,241,781	$ 1,193,157
Interest Expense.									7,538	6,946	7,513
Provision for income taxes	$ 6,566	$ 1,192	$ 7,841	$ 4,405	$ 8,971	$ 5,778	$ 5,417	$ 2,876	20,004	23,042	20,598
Net Income (Loss)									65,885	77,417	71,471
Net Income (Loss) - Other									8,716	3,160	(3,621)
Derivative Valuation, Net of Tax
Presentation of Income Statement Reclassifications [Line Items]
Net Income (Loss) - Other									7,809	2,128	(4,190)
Tax effect
Presentation of Income Statement Reclassifications [Line Items]
Provision for income taxes - Other									101	66	36
Cost of Services
Presentation of Income Statement Reclassifications [Line Items]
Cost of services									(1,008)	(1,098)	(605)
Reclassification from accumulated other comprehensive income
Presentation of Income Statement Reclassifications [Line Items]
Net Income (Loss) - Other									(907)	(1,032)	(569)
Reclassification from accumulated other comprehensive income \| Derivative Valuation, Net of Tax
Presentation of Income Statement Reclassifications [Line Items]
Net Income (Loss)									(7,809)	(2,128)	4,190
Reclassification from accumulated other comprehensive income \| Tax effect
Presentation of Income Statement Reclassifications [Line Items]
Provision for income taxes									5,654	1,361	(2,736)
Foreign Exchange Forward \| Reclassification from accumulated other comprehensive income \| Foreign Currency Translation Adjustment
Presentation of Income Statement Reclassifications [Line Items]
Sales Revenue Services Net									(12,410)	(2,429)	7,973
Interest Rate \| Reclassification from accumulated other comprehensive income \| Loss on interest rate swaps [Member]
Presentation of Income Statement Reclassifications [Line Items]
Interest Expense.									$ (1,053)	$ (1,060)	$ (1,047)

NET INCOME PER SHARE (DILUTED SHARES TABLE) (DETAILS) - shares shares in Thousands	3 Months Ended								12 Months Ended
	Dec. 31, 2015	Sep. 30, 2015	Jun. 30, 2015	Mar. 31, 2015	Dec. 31, 2014	Sep. 30, 2014	Jun. 30, 2014	Mar. 31, 2014	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013
Weighted Average Number of Shares Outstanding Reconciliation [Abstract]
Shares used in basic earnings per share calculation	48,439	48,345	48,325	48,370	48,714	49,093	49,351	50,045	48,370	49,297	51,338
Effect of dilutive securities:
Stock options									275	413	417
Restricted stock units									338	392	489
Performance-based restricted stock units									28	0	0
Total effects of dilutive securities									641	805	906
Shares used in dilutive earnings per share calculation	48,853	48,936	49,064	49,158	49,514	49,940	50,111	50,973	49,011	50,102	52,244

NET INCOME PER SHARE (NARRATIVE) (DETAILS) - shares shares in Millions	12 Months Ended
	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013
Stock Options [Member]
Anti-dilutive options to purchase common stock [Line Items]
Anti-dilutive securities	0.1	0.1	0.1
Restricted Stock Units (RSUs) [Member]
Anti-dilutive options to purchase common stock [Line Items]
Anti-dilutive securities	0.4	0.2	0.2
Performance Shares [Member]
Anti-dilutive options to purchase common stock [Line Items]
Anti-dilutive securities	0.1	0.1	0.1

EMPLOYEE COMPENSATION PLANS (RSU ROLLFORWARD TABLE) (DETAILS)	12 Months Ended
	Dec. 31, 2015 $ / shares shares
RSU Rollforward by Shares
Unvested as of December 31, 2013, shares \| shares	1,823,078
Granted, shares \| shares	768,590
Vested, shares \| shares	(531,789)
Cancellations/expirations, shares \| shares	(504,413)
Unvested as of December 31, 2014, shares \| shares	1,555,466
RSU Rollforward by Weighted Average Grant Date Fair Value
Unvested as of December 31, 2013, weighted average grant date fair value \| $ / shares	$ 23.02
Granted, weighted average grant date fair value \| $ / shares	26.52
Vested, weighted average grant date fair value \| $ / shares	22.71
Cancellations/expirations, weighted average grant date fair value \| $ / shares	21.79
Unvested as of December 31, 2014, weighted average grant date fair value \| $ / shares	$ 25.25

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, 2015 USD ($) $ / shares shares
Stock Option Rollforward by Shares
Outstanding as of December 31, 2013, shares \| shares	1,151,999
Exercises, shares \| shares	(894,168)
Post-vest cancellations/expirations, shares \| shares	(16,667)
Outstanding as of December 31, 2014, shares \| shares	241,164
Vested and exercisable as of December 31, 2014, shares \| shares	107,831
Stock Option Rollforward by Weighted Average Exercise Price
Outstanding as of December 31, 2013, weighted average exercise price \| $ / shares	$ 13.67
Exercises, weighted average exercise price \| $ / shares	11.59
Post-vest cancellations/expirations, weighted average exercise price \| $ / shares	17.31
Outstanding as of December 31, 2014, weighted average exercise price \| $ / shares	21.11
Vested and exercisable as of December 31, 2014, weighted average exercise price \| $ / shares	$ 25.80
Weighted Average Contract Term In Years [Abstract]
Outstanding as of December 31, 2014, weighted average remaining contract term in years	3 years 11 months 9 days
Vested and exercisable as of December 31, 2014, weighted average remaining contract term in years	1 year 6 months 15 days
Aggregate Intrinsic Value [Abstract]
Intrinsic Value of Options Exercised \| $	$ 13,894
Outstanding as of December 31, 2014, aggregate intrinsic value \| $	1,641
Vested and exercisable as of December 31, 2014, aggregate intrinsic value \| $	$ 228

EMPLOYEE COMPENSATION PLANS (NARRATIVE) (DETAILS) - USD ($) $ / shares in Units, $ in Thousands	3 Months Ended	12 Months Ended				36 Months Ended
	Sep. 30, 2015	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013	Dec. 31, 2011	Dec. 31, 2015
Employee Service Share-based Compensation, Allocation of Recognized Period Costs [Line Items]
Company Match on US Defined Contribution Plans		$ 5,200	$ 4,800	$ 4,200
Shares Authorized under Current Equity Compensation Plan		4,000,000				4,000,000
Shares Available for Issuance under Current Equity Compensation Plan		1,000,000				1,000,000
Exercise of stock options, share		(894,168)
Equity-based compensation expense		$ 11,304	11,307	13,234
Total Tax Benefit Recognized for Equity-Based Compensation Expense		$ 6,700	6,300	5,800
Share Based Compensation Arrangement By Share Based Payment Award Equity Instruments Other Than Options Grants In Period Weighted Average Grant Date Fair Value		$ 26.52
Intrinsic Value of Non-Vested RSUs		$ 43,400				$ 43,400
Intrinsic Value of Options Exercised		13,894
Fair Value of Shares Vested						0
Proceeds from exercise of stock options		825	443	862
Recognized Tax Benefit from Exercise of Stock Options		1,000	300	400
Chief Financial Officer [Member]
Employee Service Share-based Compensation, Allocation of Recognized Period Costs [Line Items]
Options Granted to Key Employees					150,000
Stock Options [Member]
Employee Service Share-based Compensation, Allocation of Recognized Period Costs [Line Items]
Unrecognized Compensation Expense		$ 300				300
Requisite Service Period		2 years 7 months 6 days
Intrinsic Value of Options Exercised		$ 13,900	$ 800	$ 1,000
Stock Options [Member] \| Chief Executive Officer [Member]
Employee Service Share-based Compensation, Allocation of Recognized Period Costs [Line Items]
Exercise of stock options, share	800,000
Option Indexed to Issuer's Equity, Strike Price	$ 11.35
Share-based Compensation Arrangement by Share-based Payment Award, Description	To effectuate a "cashless exercise" of the option, on August 24, 2015, Mr. Tuchman entered into a Stock Purchase Agreement with TeleTech, under the terms of which he exercised the option at the end of business on August 31, 2015 and, upon issuance of the option shares, sold to TeleTech, in a simultaneous transaction, a number of shares necessary to pay the option exercise price plus any tax withholding obligations. The option shares were valued at the market price of the close of business on that date. Mr. Tuchman's option, granted under TeleTech's 1999 Stock Option and Incentive Plan, was fully vested and set to expire in November, 2015, The Stock Purchase Agreement was approved by the independent members of TeleTech's Board of Directors who deemed it to be in the best interest of the Company and all its shareholders.
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		$ 28,600				$ 28,600
Requisite Service Period		1 year 7 months 6 days
Share Based Compensation Arrangement By Share Based Payment Award Equity Instruments Other Than Options Grants In Period Weighted Average Grant Date Fair Value		$ 26.52	$ 26.92	$ 21.66
Intrinsic Value of RSUs Vested		$ 13,000	$ 12,400	$ 12,300
Restricted Stock Units (RSUs) [Member] \| Chief Financial Officer [Member]
Employee Service Share-based Compensation, Allocation of Recognized Period Costs [Line Items]
Options Granted to Key Employees					100,000
Restricted Stock Units (RSUs) [Member] \| Executive Officer [Member]
Employee Service Share-based Compensation, Allocation of Recognized Period Costs [Line Items]
Options Granted to Key Employees		8,394
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
Cost of Services
Employee Service Share-based Compensation, Allocation of Recognized Period Costs [Line Items]
Equity-based compensation expense		2,900	2,300	2,200
Selling General And Administrative Expenses [Member]
Employee Service Share-based Compensation, Allocation of Recognized Period Costs [Line Items]
Equity-based compensation expense		$ 8,400	$ 9,000	$ 11,100

STOCK REPURCHASE PROGRAM (NARRATIVE) (DETAILS) - USD ($) $ in Thousands		12 Months Ended			146 Months Ended
	Mar. 07, 2016	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013	Dec. 31, 2013
STOCK REPURCHASE PROGRAM [ABSTRACT]
Cumulative Authorized Share Repurhcase Allowance		$ 662,300
Treasury Stock Purchases, Shares	217,346	686,000,000			42,800,000
Cost of Treasury Stock Purchases	$ 5,600	$ 17,231	$ 57,074	$ 56,532	$ 642,800
Remaining Allowance Stock Repurchase Program		$ 19,600
Purchases of common stock, share	217,346	686,000,000			42,800,000
Purchases of common stock, value	$ 5,600	$ 17,231	$ 57,074	$ 56,532	$ 642,800

RELATED PARTY TRANSACTIONS (NARRATIVE) (DETAILS) - USD ($) $ in Thousands	3 Months Ended	12 Months Ended
	Jun. 30, 2015	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013
Airmax [Member]
Related Party Transaction Line Items
Purchases from Related Party		$ 1,700	$ 1,000	$ 600
Accounts Payable Due from Related Party		120
Conversent [Member]
Related Party Transaction Line Items
Purchases from Related Party		100	$ 20
Netlink [Member]
Related Party Transaction Line Items
Purchases from Related Party		$ 98
CafeX [Member]
Related Party Transaction Line Items
Purchases from Related Party	$ 400

OTHER FINANCIAL INFORMATION (SELF INSURANCE LIABILITIES TABLE) (DETAILS) - USD ($) $ in Thousands	Dec. 31, 2015	Dec. 31, 2014
OTHER FINANCIAL INFORMATION [ABSTRACT]
Worker's compensation	$ 2,320	$ 2,007
Employee health and dental insurance	4,429	4,769
Other insurance	1,202	1,068
Total self insurance liabilities	$ 7,951	$ 7,844

DECONSOLIDATION OF A SUBSIDIARY (NARRATIVE) (DETAILS) - USD ($) $ in Thousands	3 Months Ended	12 Months Ended
	Jun. 30, 2013	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013	Apr. 30, 2014
Deconsolidation, Gain (Loss), Amount		$ 0	$ 0	$ (3,655)
Goodwill, Other Changes		$ 3,600
PRG Kuwait Member
Deconsolidation, Gain (Loss), Amount	$ 3,700
Goodwill, Other Changes	$ 1,300
Noncontrolling Interest, Ownership Percentage by Noncontrolling Owners					48.00%

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, 2015	Sep. 30, 2015	Jun. 30, 2015	Mar. 31, 2015	Dec. 31, 2014	Sep. 30, 2014	Jun. 30, 2014	Mar. 31, 2014	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013
QUARTERLY FINANCIAL DATA (UNAUDITED) [ABSTRACT]
Sales Revenue Services Net	$ 341,816	$ 309,195	$ 310,223	$ 325,521	$ 338,170	$ 305,900	$ 295,490	$ 302,221	$ 1,286,755	$ 1,241,781	$ 1,193,157
Cost of services	(245,668)	(225,978)	(223,617)	(232,984)	(240,146)	(220,244)	(212,315)	(213,787)	(928,247)	(886,492)	(846,631)
Selling, general and administrative	(48,575)	(48,418)	(47,376)	(50,237)	(50,537)	(49,847)	(47,802)	(50,367)	(194,606)	(198,553)	(193,423)
Depreciation and amortization	(17,279)	(15,486)	(15,680)	(15,363)	(15,386)	(13,893)	(14,089)	(13,170)	(63,808)	(56,538)	(46,064)
Restructuring charges, net	(185)	(622)	(198)	(809)	(1,600)	(593)	(617)	(540)	(1,814)	(3,350)	(4,435)
Impairment losses	(5,034)	(3,066)	0	0	(373)	0	0	0	(8,100)	(373)	(1,205)
Income from operations	25,075	15,625	23,352	26,128	30,128	21,323	20,667	24,357	90,180	96,475	101,399
Other income (expense)	(590)	(1,995)	(18)	(1,688)	2,138	(856)	2,880	(178)	(4,291)	3,984	(9,330)
Benefit from (provision for) income taxes	(6,566)	(1,192)	(7,841)	(4,405)	(8,971)	(5,778)	(5,417)	(2,876)	(20,004)	(23,042)	(20,598)
Net income attributable to noncontrolling interest	(916)	(1,243)	(797)	(1,263)	(1,329)	(1,442)	(1,268)	(1,085)	(4,219)	(5,124)	(4,083)
Net income attributable to TeleTech stockholders	$ 17,003	$ 11,195	$ 14,696	$ 18,772	$ 21,966	$ 13,247	$ 16,862	$ 20,218	$ 61,666	$ 72,293	$ 67,388
Weighted average shares outstanding
Basic	48,439	48,345	48,325	48,370	48,714	49,093	49,351	50,045	48,370	49,297	51,338
Diluted	48,853	48,936	49,064	49,158	49,514	49,940	50,111	50,973	49,011	50,102	52,244
Net income per share attributable to TeleTech stockholders
Basic	$ 0.35	$ 0.23	$ 0.30	$ 0.39	$ 0.45	$ 0.27	$ 0.34	$ 0.40	$ 1.27	$ 1.47	$ 1.31
Diluted	$ 0.35	$ 0.23	$ 0.30	$ 0.38	$ 0.44	$ 0.27	$ 0.34	$ 0.40	$ 1.26	$ 1.44	$ 1.29

QUARTERLY FINANCIAL DATA (UNAUDITED) (NARRATIVE) (DETAILS) - USD ($) $ in Thousands	3 Months Ended						12 Months Ended
	Dec. 31, 2015	Sep. 30, 2015	Jun. 30, 2015	Mar. 31, 2015	Dec. 31, 2014	Jun. 30, 2014	Dec. 31, 2015
QUARTERLY FINANCIAL DATA (UNAUDITED) [ABSTRACT]
Impairments	$ 2,900						$ (7,725)
Benefit to Fair Value Contingent Consideration	300		$ 500		$ 2,700	$ 4,000
Benefit to Income Taxes Related to Restructuring Charges	100	$ 200	100	$ 300
Expense to Fair Value Contingent Consideration		800
Net Change in Valuation Allowance	1,200		200	300
Benefit to Income Taxes Related to Impairments	1,300	$ 1,300
Expense to Incomes Taxes Related to State NOLs	$ 1,300
Expense to Income Taxes Related to Uncertain Tax Position			$ 1,500
Expense Related to Tax Rate Changes				$ 500

COMMITMENTS AND CONTINGENCIES (NARRATIVE) (DETAILS) $ in Millions	Dec. 31, 2015 USD ($)
COMMITMENTS AND CONTINGENCIES [Abstract]
Letters of credit issued under credit facility	$ 3.4
Letters of credit issued outside credit facility	$ 4.3