Document and Entity Information - USD ($)	12 Months Ended
Document and Entity Information - USD ($)	Dec. 31, 2018	Feb. 28, 2019	Jun. 30, 2018
Document and Entity Information [Abstract]
Entity Registrant Name	TTEC HOLDINGS, INC.
Entity Central Index Key	0001013880
Document Type	10-K
Document Period End Date	Dec. 31, 2018
Amendment Flag	false
Document Fiscal Year Focus	2018
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 Small Business	false
Entity Emerging Growth Company	false
Entity Shell Company	false
Entity Public Float			$ 485,565,838
Entity Common Stock, Shares Outstanding		46,209,122

Consolidated Balance Sheets - USD ($) $ in Thousands	Dec. 31, 2018	Dec. 31, 2017
Current assets
Cash and cash equivalents	$ 78,237	$ 74,437
Accounts receivable, net	350,962	391,902
Prepaids and other current assets	88,487	63,971
Income tax receivable	8,791	11,099
Total current assets	526,477	541,409
Long-term assets
Property, plant and equipment, net	161,523	163,346
Goodwill	204,633	209,727
Deferred tax assets, net	15,523	12,012
Other intangible assets, net	80,911	93,085
Other long-term assets	65,441	59,157
Total long-term assets	528,031	537,327
Total assets	1,054,508	1,078,736
Current liabilities
Accounts payable	59,447	46,442
Accrued employee compensation and benefits	83,437	84,830
Other accrued expenses	15,963	19,047
Income taxes payable	12,325	7,497
Deferred revenue	44,926	21,650
Other current liabilities	19,320	22,312
Total current liabilities	235,418	201,778
Long-term liabilities
Line of credit	282,000	344,000
Deferred tax liabilities, net	10,371	11,285
Non-current Income Taxes Payable	30,754	47,871
Deferred rent	16,584	15,714
Other long-term liabilities	126,532	95,243
Total long-term liabilities	466,241	514,113
Total liabilities	701,659	715,891
Stockholders' equity
Common stock - $0.01 par value; 150,000,000 shares authorized; 46,194,717 and 45,861,959 shares outstanding as of December 31, 2018 and December 31, 2017, respectively	462	459
Additional paid-in capital	353,932	351,725
Treasury stock at cost: 35,857,536 and 36,190,294 shares as of December 31, 2018 and December 31, 2017, respectively	(610,177)	(615,677)
Accumulated other comprehensive income (loss)	(124,596)	(102,304)
Retained earnings	725,551	721,664
Noncontrolling interest	7,677	6,978
Total stockholders' equity	352,849	362,845
Total liabilities and stockholders' equity	$ 1,054,508	$ 1,078,736

Consolidated Balance Sheets (Parenthetical) - $ / shares	Dec. 31, 2018	Dec. 31, 2017
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	46,194,717	45,861,959
Treasury stock, shares	35,857,536	36,190,294

Consolidated Statements of Comprehensive Income (Loss) - USD ($) shares in Thousands, $ in Thousands	12 Months Ended			36 Months Ended
	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2018
Consolidated Statements of Comprehensive Income
Revenue	$ 1,509,171	$ 1,477,365	$ 1,275,258
Type of Revenue				us-gaap:TechnologyServiceMember
Operating expenses
Cost of services (exclusive of depreciation and amortization presented separately below)	1,157,927	1,110,068	941,592
Selling, general and administrative	182,428	182,314	175,797
Depreciation and amortization	69,179	64,507	68,675
Restructuring charges, net	6,131	14,665	4,392
Impairment losses	1,452	5,322	32,050
Total operating expenses	1,417,117	1,376,876	1,222,506
Income from operations	92,054	100,489	52,752
Other income (expense)
Interest income	4,476	2,841	1,234
Interest expense	(28,674)	(13,734)	(7,943)
Other income (expense), net	(11,618)	1,869	6,855
Loss on assets held-for-sale		(2,578)
Non-cash loss on assets held-for-sale	0	0	(2,600)
Total other income (expense)	(35,816)	(11,602)	(2,454)
Income before income taxes	56,238	88,887	50,298
Benefit from (provision for) income taxes	(16,483)	(78,075)	(12,863)
Net income	39,755	10,812	37,435
Net income attributable to noncontrolling interest	(3,938)	(3,556)	(3,757)
Net income (loss) attributable to TTEC stockholders	35,817	7,256	33,678
Other comprehensive income (loss)
Foreign currency translation adjustments	(30,382)	8,285	(21,055)
Derivative valuation, gross	11,526	27,931	(7,838)
Derivative valuation, tax effect	(4,058)	(11,284)	2,330
Other, net of tax	308	105	721
Total other comprehensive income (loss)	(22,606)	25,037	(25,842)
Total comprehensive income (loss)	17,149	35,849	11,593
Less: Comprehensive income attributable to noncontrolling interest	(3,624)	(3,933)	(3,514)
Comprehensive income attributable to TTEC stockholders	$ 13,525	$ 31,916	$ 8,079
Weighted average shares outstanding
Basic	46,064	45,826	47,423
Diluted	46,385	46,382	47,736
Net income per share attributable to TTEC stockholders
Basic	$ 0.78	$ 0.16	$ 0.71
Diluted	$ 0.77	$ 0.16	$ 0.71

Consolidated Statement of Stockholders' Equity - USD ($) $ in Thousands	Stockholders' Equity of the Company Common Stock [Member]	Stockholders' Equity of the Company Treasury Stock [Member]	Stockholders' Equity of the Company Additional Paid-in Capital [Member]	Accumulated Other Comprehensive Income (Loss)	Stockholders' Equity of the Company Retained Earnings [Member]	Noncontrolling Interest [Member]	Total
Common stock beginning balance, share at Dec. 31, 2015	48,481,000
Beginning balance, value at Dec. 31, 2015	$ 485	$ (533,744)	$ 347,251	$ (101,365)	$ 720,989	$ 7,201	$ 440,817
Net income					33,678	3,757	37,435
Dividends to shareholders					(18,262)		(18,262)
Dividends distributed to noncontrolling interest						(3,825)	(3,825)
Adjustments to redemption value of mandatorily redeemable noncontrolling interest					(466)		(466)
Foreign currency translation adjustments				(20,812)		(243)	(21,055)
Derivatives valuation, net of tax				(5,508)			(5,508)
Vesting of restricted stock units, share	297,000
Vesting of restricted stock units, value	$ 3	4,681	(8,614)				(3,930)
Exercise of stock options, share	29,000
Exercise of stock options, value		458	(82)				376
Excess tax benefit from equity-based awards			557				557
Equity-based compensation expense			9,627			81	9,708
Purchases of common stock, share	(2,693,000)
Purchases of common stock, value	$ (26)	(74,657)					(74,683)
Other, net of tax.				721		10	731
Common stock ending balance, share at Dec. 31, 2016	46,114,000
Ending balance, value at Dec. 31, 2016	$ 462	(603,262)	348,739	(126,964)	735,939	6,981	361,895
Net income					7,256	3,556	10,812
Dividends to shareholders					(21,531)		(21,531)
Dividends distributed to noncontrolling interest						(3,645)	(3,645)
Foreign currency translation adjustments				7,908		377	8,285
Derivatives valuation, net of tax				16,647			16,647
Vesting of restricted stock units, share	298,000
Vesting of restricted stock units, value	$ 3	4,913	(10,313)				(5,397)
Exercise of stock options, share	60,000
Exercise of stock options, value		994	1,156				2,150
Equity-based compensation expense			12,143			(291)	11,852
Purchases of common stock, share	(610,000)
Purchases of common stock, value	$ (6)	(18,322)					(18,328)
Other, net of tax.				105			$ 105
Preferred stock ending balance, share at Dec. 31, 2017							0
Common stock ending balance, share at Dec. 31, 2017	45,862,000						45,861,959
Ending balance, value at Dec. 31, 2017	$ 459	(615,677)	351,725	(102,304)	721,664	6,978	$ 362,845
Net income					35,817	3,938	39,755
Dividends to shareholders					(25,346)		(25,346)
Dividends distributed to noncontrolling interest						(2,925)	(2,925)
Foreign currency translation adjustments				(30,068)		(314)	(30,382)
Derivatives valuation, net of tax				7,468			7,468
Vesting of restricted stock units, share	318,000
Vesting of restricted stock units, value	$ 3	5,252	(9,898)				(4,643)
Exercise of stock options, share	15,000
Exercise of stock options, value		248	(40)				208
Equity-based compensation expense			12,145				12,145
Other, net of tax.				308			$ 308
Preferred stock ending balance, share at Dec. 31, 2018							0
Common stock ending balance, share at Dec. 31, 2018	46,195,000						46,194,717
Ending balance, value at Dec. 31, 2018	$ 462	$ (610,177)	$ 353,932	$ (124,596)	725,551	$ 7,677	$ 352,849
Cumulative Effect of New Accounting Principle in Period of Adoption					$ (6,584)		$ (6,584)

Consolidated Statements of Cash Flows - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
Cash flows from operating activities
Net income	$ 39,755	$ 10,812	$ 37,435
Adjustment to reconcile net income to net cash provided by operating activities:
Depreciation and amortization	69,179	64,507	68,675
Amortization of contract acquisition costs	3,015	1,678	659
Amortization of debt issuance costs	992	745	753
Imputed interest expense and fair value adjustments to contingent consideration	10,217	51	(4,523)
Provision for doubtful accounts	3,679	458	1,164
(Gain) loss on disposal of assets	111	3,694	(44)
Gain on sale of business	0	(908)	0
Impairment losses	1,452	5,322	32,050
Impairment of equity investment	15,632	0	0
Gain (adjustment) on bargain purchase of a business	(685)	0	0
Non-cash loss on assets held for sale reclassified to assets held and used	1,616	0	2,700
Non-cash loss on assets held-for-sale	0	0	2,600
Deferred income taxes	(7,975)	16,777	(1,583)
Excess tax benefit from equity-based awards	(635)	(2,192)	(601)
Equity-based compensation expense	12,145	11,852	9,773
(Gain) loss on foreign currency derivatives	1,524	(681)	1,710
Changes in assets and liabilities, net of acquisitions:
Accounts receivable	29,985	(59,284)	(7,858)
Prepaids and other assets	(30,438)	(19,266)	(92)
Accounts payable and accrued expenses	11,713	18,968	(19,141)
Deferred revenue and other liabilities	7,063	60,619	(11,847)
Net cash provided by operating activities	168,345	113,152	111,830
Cash flows from investing activities
Proceeds from sale of long-live assets	34	39	114
Purchases of property, plant and equipment	(43,450)	(51,958)	(50,832)
Proceeds from sale of business	0	636	0
Investments in non-marketable equity investments	(2,119)	(1,384)	(3,179)
Acquisitions, net of cash acquired of $4,530, $5,997, and $2,655, respectively	(2,027)	(116,320)	(46,460)
Net cash used in investing activities	(47,562)	(168,987)	(100,357)
Cash flows from financing activities
Proceeds from line of credit	2,162,400	2,293,587	2,093,500
Payments on line of credit	(2,224,400)	(2,166,887)	(1,976,200)
Payments on other debt	(5,989)	(6,041)	(3,222)
Payments of contingent consideration and hold back payments to acquisitions	(1,349)	(1,409)	(9,467)
Dividends paid to shareholders	(25,346)	(21,531)	(18,262)
Payments to noncontrolling interest	(2,925)	(3,645)	(4,317)
Purchase of mandatorily redeemable noncontrolling interest	0	0	(4,105)
Proceeds from exercise of stock options	208	2,150	371
Tax payments related to issuance of restricted stock units	(4,643)	(5,397)	(3,933)
Excess tax benefit from equity-based awards	0	0	601
Payments of debt issuance costs	(35)	(918)	(1,888)
Purchase of treasury stock	0	(18,328)	(74,683)
Net cash (used in) provided by financing activities	(102,079)	71,581	(1,605)
Effect of exchange rate changes on cash and cash equivalents	(14,904)	3,427	(14,908)
Increase (decrease) in cash and cash equivalents	3,800	19,173	(5,040)
Cash and cash equivalents, beginning of period	74,437	55,264	60,304
Cash and cash equivalents, end of period	78,237	74,437	55,264
Supplemental disclosures
Cash paid for interest	17,456	11,727	6,976
Cash paid for income taxes	39,984	18,813	19,741
Non-cash investing and financing activities
Acquisition of long lived assets through capital leases	15,018	9,836	584
Acquisition of equipment through increase in accounts payable, net	$ 339	$ 97	$ (681)

OVERVIEW AND BASIS OF PRESENTATION

12 Months Ended

Dec. 31, 2018

OVERVIEW AND BASIS OF PRESENTATION [Abstract]

OVERVIEW AND BASIS OF PRESENTATION

(1)OVERVIEW AND SUMMARY OF SIGNIFICANT ACCOUNTING POLICIES

Overview

TTEC Holdings, Inc. (“TTEC”, “the Company”) is a leading global customer experience technology and services company focused on the design, implementation and delivery of transformative solutions for many of the world’s most iconic and disruptive brands. The Company helps large global companies increase revenue and reduce costs by delivering personalized customer experiences across every interactional channel and phase of the customer lifecycle as an end-to-end provider of customer engagement services, technologies, insights and innovations. TTEC’s 52,400 employees serve clients in the automotive, communication, financial services, government, healthcare, logistics, media and entertainment, retail, technology, transportation and travel industries via operations in the U.S., Australia, Belgium, Brazil, Bulgaria, Canada, China, Costa Rica, Germany, Hong Kong, India, Ireland, Lebanon, Mexico, New Zealand, the Philippines, Poland, Singapore, South Africa, Thailand, Turkey, the United Arab Emirates, and the United Kingdom.

We are organized into two centers of excellence: TTEC Digital and TTEC Engage.

TTEC Digital designs and builds human centric, tech-enabled, insight-driven customer experience solutions.

TTEC Engage is the Company’s global delivery center of excellence that provides turnkey customer acquisition, care, revenue growth, digital fraud prevention and detection, and content moderation services.

TTEC Digital and TTEC Engage come together under our unified offering, HumanifyTM Customer Engagement as a Service, which drives measurable results for clients through delivery of personalized omnichannel interactions that are seamless and relevant. This unified offering is value-oriented, outcome-based, and delivered on a global scale across four business segments: two of which comprise TTEC Digital - Customer Strategy Services (“CSS”) and Customer Technology Services (“CTS”); and two of which comprise TTEC Engage – Customer Growth Services (“CGS”) and Customer Management Services (“CMS”).

Basis of Presentation

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

As of December 31, 2018, one business unit in the CSS segment classified as assets and liabilities held for sale as of September 30, 2016, was reclassified as held and used as of December 31, 2018 and 2017. The assets and liabilities of the business unit are no longer separately identified as held for sale as of December 31, 2018 and 2017 (see Note 2).

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

The Company has evaluated the impact of this adjustment and concluded that it was 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 seven investment-grade financial institutions.

Fair Value of Financial Instruments

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

Cash and Cash Equivalents

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

Accounts Receivable

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

Derivatives

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

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

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

Property, Plant and Equipment

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

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


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

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

Software Development Costs

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

Goodwill

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

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

Other Intangible Assets

The Company has other intangible assets that include customer relationships (definite-lived), trade names (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 3 to 12 years. The Company evaluates the carrying value of its definite-lived intangible assets whenever events or changes in circumstances indicate that the carrying amount may not be recoverable. A definite-lived intangible asset is considered to be impaired when the forecasted undiscounted cash flows of its asset group are estimated to be less than its carrying value.

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

Self Insurance Liabilities

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

Restructuring Liabilities

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

Asset Retirement Obligations

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

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

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).

No changes in indefinite reinvestment assertion were made during 2018. The Company has completed its analysis in regard to the full tax impact related to prior changes in indefinite reinvestment reassertion and any related taxes have been recorded. No additional income taxes have been provided for any remaining outside basis difference inherent in our foreign subsidiaries as these amounts continue to be indefinitely reinvested in foreign operations. Determination of any unrecognized deferred tax liability related to the outside basis difference in investments in foreign subsidiaries is not practicable due to the inherent complexity of the multi-national tax environment in which we operate.

Tax Reform

The United States recently enacted comprehensive tax reform legislation known as the Tax Cuts and Jobs Act (the "2017 Tax Act") that, among other things, reduces the U.S. federal corporate income tax rate from 35% to 21% and implements a territorial tax system, but imposes an alternative “base erosion and anti-abuse tax” (“BEAT”), and an incremental tax on global intangible low taxed foreign income (“GILTI”) effective January 1, 2018. In addition, the law imposes a one-time mandatory repatriation tax on accumulated post-1986 foreign earnings on domestic corporations effective for the 2017 tax year. As of December 31, 2018, the Company has completed the accounting for the tax effects of the 2017 Tax Act and no material adjustment was recorded to the 2017 estimate.

While the Company’s accounting for the recorded impact of the 2017 Tax Act is deemed to be complete, these amounts are based on prevailing regulations and current information, and any additional guidance issued by the Internal Revenue Service (“IRS”) could impact the Company’s recorded amounts in future periods.

The Company’s selection of an accounting policy with respect to both the new GILTI and BEAT rules is to compute the related taxes in the period the entity becomes subject to either. A reasonable estimate of the effects of these provisions has been included in the 2018 annual financial statements.

Revenue Recognition

2018 Revenue

The Company recognizes revenue from contracts and programs when control of the promised goods or services is transferred to the customers, in an amount that reflects the consideration it expects to be entitled to in exchange for those goods or services. Revenue is recognized when or as performance obligations are satisfied by transferring control of a promised good or service to a customer. A performance obligation is a promise in a contract to transfer a distinct good or service to the customer. Performance obligation is the unit of accounting for revenue recognition under the provisions of ASC Topic 606, “Revenue from Contracts with Customers” and all related amendments (“ASC 606”). A contract’s transaction price is allocated to each distinct performance obligation in recognizing revenue.

The Business Process Outsourcing (“BPO”) inbound and outbound service fees are based on either a per minute, per hour, per FTE, per transaction or per call basis, which represents the majority of our contracts. These contracts have a single performance obligation as the promise to transfer the individual goods or services is not separately identifiable from other promises in the contracts and, therefore, not distinct. For example, services for the training of the Company’s agents (which are separately billable to the customer) are a separate promise in the BPO contracts, but they are not distinct from the primary service obligations to transfer services to the customers. The performance of the customer service by the agents is highly dependent on the initial, growth, and seasonal training services provided to the agents during the life of a program. The training itself is not considered to have value to the customer on a standalone basis, and therefore, training on a standalone basis cannot be considered a separate unit of accounting. The Company therefore defers revenue from certain training services that are rendered mainly upon commencement of a new client contract or program, including seasonal programs. Revenue is also deferred when there is significant growth training in an existing program. Accordingly, recognition of initial, growth, and seasonal training revenues and associated costs (consisting primarily of labor and related expenses) are deferred and amortized over the period of economic benefit. With the exception of training which is typically billed upfront and deferred, the remainder of revenue is invoiced on a monthly or quarterly basis as services are performed and does not create a contract asset or liability.

In addition to revenue from BPO services, revenue also consists of fees from services for program launch, professional consulting, fully-hosted or managed technology and learning innovation services. The contracts containing these service offerings may contain multiple performance obligations. For contracts with multiple performance obligations, the Company allocates the contract’s transaction price to each performance obligation using the best estimate of the standalone selling price of each distinct good or service in the contract. The primary method used to estimate standalone selling price is the expected cost plus a margin approach, under which the Company forecasts its expected costs of satisfying a performance obligation and then adds an appropriate margin for that distinct good or service. The Company forecasts its expected cost based on historical data, current prevailing wages, other direct and indirect costs incurred in recently completed contracts, market conditions, and client specific other cost considerations. For these services, the point at which the transfer of control occurs determines when revenue is recognized in a specific reporting period. Where there are product sales, the attribution of revenue is made when FOB-destination delivery occurs (control transfers), which is the standard shipment terms, and therefore at a point in time. Where services are rendered to a customer, the attribution is aligned with the progress of work and is recognized over time (i.e. based on measuring the progress toward complete satisfaction of a performance obligation using an output method or an input method). Where output method is used, revenue is recognized on the basis of direct measurements of the value to the customer of the goods or services transferred relative to the remaining goods or services promised under the contract. The majority of the Company’s services are recognized over time using the input method in which revenue is recognized on the basis of efforts or inputs toward satisfying a performance obligation (for example, resources consumed, labor hours expended, costs incurred, or time elapsed) relative to the total expected inputs to satisfy the performance obligation. The measures used provide faithful depiction of the transfer of goods or services to the customers. For example, revenue is recognized on certain consulting contracts based on labor hours expended as a measurement of progress where the consulting work involves input of consultants’ time. The progress is measured based on the hours expended over total number of estimated hours included in the contract multiplied by the total contract consideration. The contract consideration can be a fixed price or an hourly rate, and in either case, the use of labor hours expended as an input measure provides a faithful depiction of the transfer of services to the customers. Deferred revenues for these services represent amounts collected from, or invoiced to, customers in excess of revenues recognized. This results primarily from i) receipt of license fees that are deferred due to one or more of the revenue recognition criteria not being met, and ii) the billing of annual customer support agreements, annual managed service agreements, and billings for other professional services that have not yet been performed by the Company. The Company records amounts billed and received, but not earned, as deferred revenue. These amounts are recorded in either Deferred revenue or Other long-term liabilities, as applicable, in the accompanying Consolidated Balance Sheets based on the period over which the Company expects to render services. Costs directly associated with revenue deferred, consisting primarily of labor and related expenses, are also deferred and recognized in proportion to the expected future revenue from the contract.

Variable consideration exists in contracts for certain client programs that 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 conditions. Variable consideration is estimated at contract inception at its most likely value and updated at the end of each reporting period as additional performance data becomes available. Revenue related to such variable consideration is recognized only to the extent that a significant reversal of any incremental revenue is not considered probable.

Contract modifications are routine in the performance of the customer contracts. Contracts are often modified to account for customer mandated changes in the contract specifications or requirements, including service level changes. In most instances, contract modifications relate to goods or services that are incremental and distinctly identifiable, and, therefore, are accounted for prospectively.

Incremental Costs to Obtain a Contract

Direct and incremental costs to obtain or fulfill a contract are capitalized, and the capitalized costs are amortized over the corresponding period of benefit, determined on a contract by contract basis. The Company recognizes an asset for the incremental costs of obtaining a contract with a customer if it expects to recover those costs. The incremental costs of obtaining a contract are those costs that the Company incurs to obtain a customer contract that it would not have incurred if the contract had not been obtained. Contract acquisition costs consist primarily of payment of commissions to sales personnel and are incurred when customer contracts are signed. The deferred sales commission amounts are amortized based on the expected period of economic benefit and are classified as current or non-current based on the timing of when they are expected to be recognized as an expense. Costs to obtain a contract that would have been incurred regardless of whether the contract was obtained are recognized as an expense when incurred, unless those costs are explicitly chargeable to the customer regardless of whether the contract is obtained. Sales commissions are paid for obtaining new clients only and are not paid for contract renewals or contract modifications. Capitalized costs of obtaining contracts are periodically reviewed for impairment. As of December 31, 2018, the Company has a deferred asset of $8.2 million related to the sales commissions.

In certain cases, the Company negotiates an upfront payment to a customer in conjunction with the execution of a contract. Such upfront payments are critical to acquisition of new business and are often used as an incentive to negotiate favorable rates from the clients and are accounted for as upfront discounts for future services. Such payments are either made in cash at the time of execution of a contract or are netted against the Company’s service invoices. Payments to customers are capitalized as contract acquisition costs and are amortized in proportion to the expected future revenue from the contract, which in most cases results in straight-line amortization over the life of the contract. Such payments are considered a reduction of the selling prices of the Company’s products or services, and therefore, are accounted for as a reduction of revenue when amortized. Such capitalized contract acquisition costs are periodically reviewed for impairment taking into consideration ongoing future cash flows expected from the contract and estimated remaining useful life of the contract.

Practical Expedients and Exemptions

Some of the Company’s service contracts are short-term in nature with a contract term of one year or less. For those contracts, the Company has utilized the practical expedient in ASC 606-10-50-14 exempting the Company from disclosure of the transaction price allocated to remaining performance obligations if the performance obligation is part of a contract that has an original expected duration of one year or less. Also in alignment with ASC 606-10-50-14, the Company does not disclose the value of unsatisfied performance obligations for contracts for which it recognizes revenue at the amount to which it has the right to invoice for services performed. Additionally, the Company’s standard payment terms are less than one year. Given the foregoing, the Company has elected the practical expedient under ASC 606-10-32-18 to not assess whether a contract has a significant financing component. Pursuant to the Company’s election of the practical expedient under ASC 606-10-32-2A, sales, value add, and other taxes that are collected from customers concurrent with revenue-producing activities, which the Company has an obligation to remit to the governmental authorities, are excluded from revenue.

2017 and Prior Revenue

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 full-time employee, 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. 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 the Company’s 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 its 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, it recognizes revenue when all revenue recognition criteria are met.

Periodically, the Company will make certain expenditures related to acquiring contracts or provide up-front discounts for future services. These expenditures are capitalized as contract acquisition costs and amortized in proportion to the expected future revenue from the contract, which in most cases results in straight-line amortization over the life of the contract. Amortization of these contract acquisition costs is recorded as a reduction to revenue.

Rent Expense

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

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).

Recently Adopted Accounting Pronouncements

On January 1, 2018, the Company adopted ASC 606, using the modified retrospective method. The adoption of ASC 606 resulted in the deferral of certain fees that had already been recognized in prior periods. The Company recorded a net reduction to opening retained earnings of $10.0 million, net of tax, as of January 1, 2018 due to the cumulative impact of adopting ASC 606, summarized as follows (in thousands):


	December 31,		Adjustments Due to		January 1,
	2017		ASU 2014-09		2018
Balance Sheet
Assets
Prepaids and other current assets	$	63,971	$	10,797	$	74,768
Deferred tax assets		12,012		4,006		16,018

Liabilities
Deferred revenue	$	21,650	$	24,785	$	46,435

Equity
Retained earnings	$	721,664	$	(9,982)	$	711,682

The ASC 606 adjustments pertain to the timing of revenue recognition associated with upfront training fees on certain contracts. Revenues and associated costs for reporting periods beginning after January 1, 2018 are recognized and presented in compliance with the provisions of ASC 606. Consistent with the modified retrospective method of adoption, the Company has not adjusted prior period amounts which continue to be reported in accordance with the Company’s historic revenue accounting policy and principles.

In accordance with the new revenue standard requirements, the disclosure of the impact of adoption on the Company’s consolidated income statement and balance sheet was as follows (in thousands):


	Year Ended December 31, 2018
			Balances
			Without
			Adoption of		Effect of Change
	As reported		ASC 606		Higher/(Lower)
Statements of Comprehensive Income
Revenue	$	1,509,171	$	1,500,171	$	9,000
Cost of services		1,157,927		1,153,299		4,628
Provision for income taxes		16,483		15,215		1,268
Net income	$	39,755	$	36,651	$	3,104


	As of December 31, 2018
			Balances
			Without
			Adoption of		Effect of Change
	As reported		ASC 606		Higher/(Lower)
Balance Sheet
Assets
Prepaids and other current assets	$	88,487	$	82,319	$	6,168
Deferred tax assets		15,523		12,708		2,815

Liabilities
Deferred revenue	$	44,926	$	29,140	$	15,786

Equity
Retained earnings	$	725,551	$	732,354	$	(6,803)

Other Recently Issued Accounting Pronouncements

In February 2016, the FASB issued ASU 2016-02, “Leases”, which amends the existing accounting standards for lease accounting, including requiring lessees to recognize most leases on their balance sheets related to the rights and obligations created by those leases and making targeted changes to lessor accounting. The ASU also requires new disclosures regarding the amounts, timing, and uncertainty of cash flows arising from leases. The ASU is effective for interim and annual periods beginning on or after December 15, 2018 and early adoption is permitted. The Company assigned a project manager, completed the assessment phase, has selected a software solution and other tracking methods, loaded and validated all data into the tool, and has finalized its implementation approach.

The Company has evaluated the adoption impact of the accounting guidance on its Consolidated Financial Statements. The new guidance will primarily impact the balance sheet by establishing a right to use asset and corresponding lease liability in our consolidated balance sheet for those leases that were previously classified as operating leases.

The new leasing 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 has elected the following in its transition and implementation approach:

As a result of the targeted improvements issued in July 2018, the Company has elected the effective date as the date of initial application (i.e. January 1, 2019). The election allows the Company to recognize the effects of the implementation of ASC 842 as a cumulative effect adjustment to the opening balance of retained earnings (or other components of equity or net assets, as appropriate), in the period of adoption. There is no restatement of comparative periods under this approach.

The Company has elected the package of practical expedients that allows the Company not to reassess (a) whether any expired or existing contracts are leases or contain leases, (b) the lease classification for any expired or existing leases, and (c) initial direct costs.

The Company will not use hindsight during transition in determining the lease term and assessing impairment of the entity’s right-of-use assets.

The Company will elect to not separate non-lease components from the lease components for certain asset classes, while separating in other asset classes.

The Company will not apply the recognition requirements in ASC 842 for leases with a term of 12 months or less.

The Company is in the process of implementing procedures with our new lease accounting system and finalizing related internal controls to meet the requirements of ASU 2016-02. The Company does expect ASU 2016-02 to have a material impact on our consolidated balance sheet, as we expect to record significant right-of-use assets and corresponding lease liabilities. However, the Company does not expect the adoption of ASU 2016-02 to have a material impact on our consolidated statement of comprehensive income or cash flows. The Company will be in a position to report under this new standard in the first quarter of 2019.

In August 2016, the FASB issued ASU No. 2016-15, “Statement of Cash Flows”. ASU 2016-15 is intended to reduce diversity in practice regarding how certain cash transactions are presented and classified in the Consolidated Statement of Cash Flows by providing guidance on eight specific cash flow issues. The ASU is effective for interim and annual periods beginning on or after December 15, 2017. The Company has adopted the new guidance effective January 1, 2018 and this adoption did not have a material impact on its cash flow or related disclosures.

In August 2017, the FASB issued ASU 2017-12, “Derivatives and Hedging (Topic 815): Targeted Improvements to Accounting for Hedging Activities”. ASU 2017-12 amends and simplifies existing guidance for derivatives and hedges including aligning accounting with companies’ risk management strategies and increasing disclosure transparency regarding both the scope and results of hedging programs. The changes include designation and measurement guidance for qualifying hedging relationships and the presentation of hedge results. The ASU is effective for interim and annual periods beginning after December 15, 2018 and early adoption is permitted. The Company has assessed the impact on the consolidated statements and related disclosures and notes there will be no material impacts when adopted on January 1, 2019.

In February 2018, the FASB issued ASU 2018-02, “Income Statement - Reporting Comprehensive Income (Topic 220), Reclassification of Certain Tax Effects from Accumulated Other Comprehensive Income”. ASU 2018-02 allows companies the option to reclassify stranded tax effects from Accumulated other comprehensive income (loss) (AOCI) to retained earnings resulting from the newly enacted corporate tax rate in the Tax Cuts and Jobs Act. If adopted, the ASU is effective in years beginning after December 15, 2018, and early adoption is permitted. The Company early adopted the new standard effective January 1, 2018 and the adoption did not have a material impact on its financial position.

ACQUISITIONS AND DIVESTITURES

12 Months Ended

Dec. 31, 2018

ACQUISITIONS [ABSTRACT]

ACQUISITIONS

(2)ACQUISITIONS AND DIVESTITURES

Strategic Communications Services

On April 30, 2018, the Company acquired all of the outstanding equity securities of Strategic Communications Services, Ltd (“SCS”). SCS provides services as a system integrator for multichannel contact center platforms, including CISCO. The Company offers in-house, managed and outsourced network, information, communications and contact center services to leading brands throughout Europe. This business has been integrated into the Company’s CTS segment.

Total cash paid at acquisition was £4.4 million ($6.1 million USD) (inclusive of $4.5 million related to cash balances). The purchase price was subject to customary representations and warranties, indemnities, and a net working capital adjustment. The agreement includes potential earn-out payments over the next three years with a maximum value of £3.0 million ($4.1 million USD) contingent on EBITDA performance over the next three years. The Company finalized the working capital adjustment for an additional $210 thousand during the third quarter of 2018 which was paid in October 2018.

The fair value of the contingent consideration has been measured based on significant inputs not observable in the market (Level 3 inputs). Key assumptions include a discount rate of 4.7% and expected future value of payments of $2.9 million. The $2.9 million of expected future payments was calculated using probability weighted EBITDA assessment with the highest probability associated with SCS achieving the targeted EBITDA for each earn-out year. As of the acquisition date, the fair value of the contingent consideration was $2.7 million. During the fourth quarter of 2018, a $0.3 million net benefit was recorded related to a fair value adjustment of the estimated contingent consideration based on revised actuals and estimates of EBITDA performance for 2018, 2019 and 2020. The benefit was included in Other Income (Expense) in the Consolidated Statements of Comprehensive Income (Loss). As of December 31, 2018, the fair value of the contingent consideration was $2.4 million, of which zero and $2.4 million were included in Other accrued expenses and Other long-term liabilities in the accompanying Consolidated Balance Sheets, respectively.

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


	Preliminary
	Estimate of
	Acquisition Date
	Fair Value
Cash	$	4,530
Accounts receivable, net		985
Prepaid expenses		39
Customer relationships		3,619
Goodwill		1,231
	$	10,404

Accounts payable	$	216
Accrued employee compensation and benefits		27
Accrued expenses		21
Deferred tax liabilities		629
	$	893

Total purchase price	$	9,511

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

The SCS customer relationships have been estimated based on the initial valuation and will be amortized over an estimated useful life of 10 years. The goodwill recognized from the SCS acquisition is estimated to be attributable, but not limited to, the acquired workforce and expected synergies with CTS. None of the tax basis of the acquired intangibles and goodwill will be deductible for income tax purposes. The acquired goodwill and intangibles and operating results of SCS are reported within the CTS segment from the date of acquisition.

Berkshire Hathaway Specialty Concierge

On March 31, 2018, the Company, through its subsidiary Percepta, acquired certain assets from Berkshire Hathaway Specialty Concierge, LLC (“BH”) related to a customer engagement center and the related customer contracts. This acquisition is being accounted for as a business combination. These assets will be integrated into the Company’s CMS segment.

The total cash paid was $1. In connection with the purchase, Percepta assumed the lease for the customer engagement center and entered into a transitional services agreement with BH to facilitate the transfer of the employees and business. Fair values were assigned to each purchased asset including $257 thousand for customer relationships, $330 thousand as a lease subsidy and $98 thousand for fixed assets. Based on the $1 purchase price, a gain on purchase of $685 thousand was recorded in the quarter ended March 31, 2018 and was included in Other income (expense) in the Consolidated Statements of Comprehensive Income (Loss).

Motif

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

The acquisition will be implemented through two separate transactions. In November 2017, the Company completed the acquisition of 70% of all outstanding shares in Motif from private equity and certain individual investors for $46.8 million, subject to customary representations and warranties, and working capital adjustments. The Company also agreed to purchase the remaining 30% interest in Motif from Motif’s founders (“Founders’ Shares”) no later than May 2020 (“30% buyout period”). The Company agreed to pay for the Founders’ Shares at a purchase price to be determined on Motif’s fiscal year 2020’s adjusted normalized EBITDA, $5.0 million in cash, and 30% of the excess cash present in the business at the time of the buyout; or if the buyout occurs prior to May 2020, based on the trailing twelve months EBITDA, calculated from the most recently completed full monthly period ending prior to the date of the buyout triggering event, $5.0 million in cash, and 30% of the excess cash in the business at that point. In connection with this mandatory buyout, the Company has recorded a $37.8 million liability as of December 31, 2018 which is included in Other long-term liabilities in the Consolidated Balance Sheet. As a part of the transition, the Motif founders agreed to continue to stay as executives in the acquired business, at least through the 30% buyout period, and not to compete with the Company with respect to the acquired business.

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	$	5,997
Accounts receivable, net		5,187
Prepaid expenses		1,248
Other current assets		670
Property, plant and equipment		2,182
Income tax receivable		1,691
Customer relationships		37,200
Goodwill		39,147
	$	93,322

Accounts payable	$	2,789
Accrued employee compensation and benefits		5,249
Accrued expenses		104
Deferred tax liability		11,402
Other		340
	$	19,884

Total purchase price	$	73,438

In the fourth quarter of 2018, the Company finalized its valuation of Motif for the acquisition date assets acquired and liabilities assumed and determined that no material adjustments to any of the balances were required.

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

Connextions

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

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

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


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

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

Total purchase price	$	77,712

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

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

Financial Impact of Acquired Businesses

The acquired businesses purchased in 2018 and 2017 noted above contributed revenues of $190.1 million and $100.3 million, and a net income (loss) of $5.0 million and $(4.2) million, inclusive of $6.5 million and $2.6 million of acquired intangible amortization, to the Company for the years ended December 31, 2018 and 2017, respectively.

The unaudited proforma financial results for the twelve months ended 2018 and 2017 combines the consolidated results of the Company, SCS, BH, Motif, and Connextions assuming the acquisitions had been completed on January 1, 2017. The reported revenue and net income of $1,477.4 million and $7.3 million would have been $1,560.1 million and $13.6 million for the twelve months ended December 31, 2017, respectively, on an unaudited proforma basis.

For 2018, the reported revenue and net income of $1,509.2 million and $35.8 million would have been $1,513.2 million and $36.3 million for the year ended December 31, 2018, respectively, on an unaudited proforma basis.

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

Assets and Liabilities Held for Sale

During the third quarter of 2016, the Company determined that one business unit from the CGS segment and one business unit from the CSS segment would be divested from the Company’s operations. These business units met the criteria to be classified as held for sale. The Company took into consideration the discounted cash flow models, management input based on early discussions with brokers and potential buyers, and third-party evidence from similar transactions to complete the fair value analysis as there had not been a selling price determined at this point for either unit. For the two business units in CGS and CSS losses of $2.6 million and $2.7 million, respectively, were recorded as of December 31, 2016 in Loss on assets held for sale in the Consolidated Statements of Comprehensive Income (Loss).

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

For the business unit in CSS, based on further discussions and the offer at that time, management determined that the estimated selling price assumed should be revised and an additional $2.0 million loss was recorded during the quarter ended June 30, 2018 and included in Loss on assets held for sale in the Consolidated Statements of Comprehensive Income (Loss).

As of December 31, 2018, management determined that the business unit in CSS should be reclassified from assets held for sale to assets held and used. At this point, a fair value assessment of this specific balance sheet was completed and a $0.4 million gain was recorded during the quarter ended December 31, 2018. This gain in addition to the $2.0 million loss recorded earlier in 2018 were reclassified to Other Income (Expense), net in the Consolidated Statements of Comprehensive Income (Loss) for the year ended December 31, 2018. The assets and liabilities of the business are no longer separately identified as held for sale on the Consolidated Balance Sheets as of December 31, 2018 and 2017 and the estimated loss on sale recorded during 2016 has been reclassified to Other income (expense), net in the Consolidated Statements of Comprehensive Income (Loss).

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 its outstanding 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. At December 31, 2015, the Company owned 17.2% of the total equity of CaféX. During the fourth quarter of 2016, the Company invested an additional $4.3 million to purchase a portion of the Series C Preferred Stock of CaféX; of which $3.2 million was paid in the fourth quarter of 2016 and $1.1 million was paid in the first quarter of 2017. At December 31, 2018, 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.

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

As of March 31, 2018, the Company evaluated the investment in CaféX for impairment due to a large anticipated sale of IP not being completed as planned during the first quarter, a shift in the strategy of the company, an ongoing default by CaféX of its loan agreement with its bank, and a lack of potential additional funding options as of March 31, 2018. Based on this evaluation, the Company determined that the fair value of its investment was zero and thus the investment was impaired as of March 31, 2018. The Company recorded a $15.6 million write-off of the equity investment and the bridge loan which was included in Other income (expense) in the Consolidated Statements of Comprehensive Income (Loss).

Divestitures

Technology Solutions Group (“TSG”)

Effective June 30, 2017, the Company sold the Technology Solutions Group (“TSG”) to SKC Communication Products, LLC (“SKC”) for an upfront payment of $250 thousand and future contingent royalty payments over the next 3 years. TSG had been included in the CTS segment. During the second quarter of 2017, a $30 thousand gain, which included the write-off of $0.7 million of goodwill, was recorded and included in the Consolidated Statements of Comprehensive Income (Loss). During the third quarter of 2017, a $141 thousand gain was recorded as a result of TSG delivering to SKC working capital in excess of the target set forth in the stock purchase agreement, and the gain was included in the Consolidated Statements of Comprehensive Income (Loss). In the aggregate, TTEC received $0.3 million and $2.0 million for the fourth quarter and year ended December 31, 2018, respectively, related to quarterly royalty payments which were included in Other Income (expense) in the Consolidated Statements of Comprehensive Income (Loss).

TeleTech Spain Holdings SL

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

SEGMENT INFORMATION

12 Months Ended

Dec. 31, 2018

SEGMENT INFORMATION [ABSTRACT]

SEGMENT INFORMATION

(3)SEGMENT INFORMATION

The Company reports the following four segments:

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

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

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

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

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

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

Year Ended December 31, 2018


							Depreciation		Income
	Gross		Intersegment		Net		&		(Loss) from
	Revenue		Sales		Revenue		Amortization		Operations
Customer Management Services	$	1,129,048	$	—	$	1,129,048	$	57,864	$	49,161
Customer Growth Services		141,324		—		141,324		2,501		9,839
Customer Technology Services		170,559		(345)		170,214		7,002		26,634
Customer Strategy Services		68,585		—		68,585		1,812		6,420
Total	$	1,509,516	$	(345)	$	1,509,171	$	69,179	$	92,054

Year Ended December 31, 2017


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

Year Ended December 31, 2016


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



	For the Year Ended December 31,
	2018		2017		2016
Capital Expenditures
Customer Management Services	$	38,617	$	48,069	$	40,321
Customer Growth Services		—		871		4,185
Customer Technology Services		3,957		2,308		5,217
Customer Strategy Services		876		710		1,109
Total	$	43,450	$	51,958	$	50,832


	December 31,
	2018		2017		2016
Total Assets
Customer Management Services	$	788,550	$	869,594	$	585,679
Customer Growth Services		42,981		41,036		71,540
Customer Technology Services		162,222		100,351		115,537
Customer Strategy Services		60,755		67,755		73,548
Total	$	1,054,508	$	1,078,736	$	846,304

	December 31,
	2018		2017		2016
Goodwill
Customer Management Services	$	114,036	$	119,497	$	42,589
Customer Growth Services		24,439		24,439		24,439
Customer Technology Services		41,979		40,839		41,500
Customer Strategy Services		24,179		24,952		24,153
Total	$	204,633	$	209,727	$	132,681

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,
	2018		2017		2016
Revenue
United States	$	862,026	$	820,597	$	693,023
Philippines		351,829		353,122		351,853
Latin America		109,104		130,082		122,347
Europe / Middle East / Africa		67,163		62,597		65,866
Canada		61,071		74,252		13,950
Asia Pacific / India		57,978		36,715		28,219
Total	$	1,509,171	$	1,477,365	$	1,275,258

Property, plant and equipment, gross
United States	$	508,202	$	490,110	$	441,222
Philippines		130,176		137,683		133,214
Latin America		44,065		51,451		50,605
Europe / Middle East / Africa		10,499		10,280		8,805
Canada		15,193		15,912		19,988
Asia Pacific / India		19,874		24,592		23,484
Total	$	728,009	$	730,028	$	677,318

Other long-term assets
United States	$	56,459	$	46,029	$	36,442
Philippines		5,188		7,753		8,194
Latin America		1,329		1,475		1,161
Europe / Middle East / Africa		544		(750)		1,099
Canada		241		324		514
Asia Pacific / India		1,680		4,326		110
Total	$	65,441	$	59,157	$	47,520

ACCOUNTS RECEIVABLE AND SIGNIFICANT CLIENTS

12 Months Ended

Dec. 31, 2018

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,
	2018		2017
Accounts receivable	$	355,107	$	392,823
Less: Allowance for doubtful accounts		(4,145)		(921)
Accounts receivable, net	$	350,962	$	391,902

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


	December 31,
	2018		2017		2016
Balance, beginning of year	$	921	$	662	$	2,176
Provision for doubtful accounts		3,679		458		1,164
Uncollectible receivables written-off		(429)		(180)		(2,670)
Effect of foreign currency and other		(26)		(19)		(8)
Balance, end of year	$	4,145	$	921	$	662

On October 15, 2018, Sears Holding Corporation (“Sears”) announced that it had filed a petition for bankruptcy protection in the United States Bankruptcy Court for the Southern District of New York. As of December 31, 2018, TTEC had approximately $2.7 million in pre-petition accounts receivables outstanding related to Sears and during the fourth quarter of 2018 a $2.7 million allowance for uncollectible accounts was recorded and included in Selling, general and administrative expenses in the Consolidated Statements of Comprehensive Income (Loss). TTEC continues to provide services to Sears and has received assurances that the cost of its post-petition services will be covered by funds that Sears has available to satisfy its obligations to its current service providers through debtor in possession financing.

Significant Clients

The Company had one client that contributed in excess of 10% of total revenue for the year ended December 31, 2018. This client operates in the healthcare industry and is included in the CMS segment. The Company had a different client that contributed 10% of total revenue in the year ended 2016. This client operates in the communications industry and is included in the CMS segment. The revenue from these clients as a percentage of total revenue was as follows:


	Year Ended December 31,
	2018		2017		2016

Healthcare client	10	%	7	%	4	%
Telecommunications client	7	%	9	%	10	%

Accounts receivable from these clients was as follows (in thousands):


	Year Ended December 31,
	2018		2017		2016

Healthcare client	$	49,245	$	56,802	$	22,414
Telecommunications client	$	19,329	$	27,111	$	28,080

The loss of one or more of its significant clients could have a material adverse effect on the Company’s business, operating results, or financial condition. The Company does not require collateral from its clients. To limit the Company’s credit risk with its clients, management performs periodic credit evaluations, maintains allowances for uncollectible accounts and may require pre-payment for services from certain clients. Based on currently available information, management does not believe significant credit risk exists as of December 31, 2018.

Accounts Receivable Factoring Agreement

On March 5, 2019, the Company entered into an Uncommitted Receivables Purchase Agreement with a third-party bank (“Bank”), whereby from time-to-time the Company may elect to sell U.S. accounts receivables of certain clients at a discount to the bank for cash on a limited recourse basis. The maximum amount of receivables sold by the Company and purchased by the Bank at any given time shall not exceed $75 million. The discount on the accounts receivable sold will be recorded within Other expense, net in the Consolidated Statements of Comprehensive Income (Loss).

- Definition

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

+ References + Details

PROPERTY PLANT AND EQUIPMENT

12 Months Ended

Dec. 31, 2018

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,
	2018		2017
Land and buildings	$	33,286	$	38,858
Computer equipment and software		411,653		390,944
Telephone equipment		45,351		46,521
Furniture and fixtures		74,538		76,860
Leasehold improvements		161,960		176,467
Motor vehicles		90		158
Construction-in-progress and other		1,131		220
Property, plant and equipment, gross		728,009		730,028
Less: Accumulated depreciation and amortization		(566,486)		(566,682)
Property, plant and equipment, net	$	161,523	$	163,346

Depreciation and amortization expense for property, plant and equipment was $58.4 million, $57.0 million and $59.1 million for the years ended December 31, 2018, 2017 and 2016, respectively.

Included in the computer equipment and software is internally developed software of $11.2 million net and $8.5 million net as of December 31, 2018 and 2017, respectively.

GOODWILL

12 Months Ended

Dec. 31, 2018

GOODWILL [ABSTRACT]

GOODWILL.

(6)GOODWILL

Goodwill consisted of the following (in thousands):


							Effect of
	December 31,		Acquisitions /				Foreign		December 31,
	2017		Adjustments		Impairments		Currency		2018

Customer Management Services	$	119,497	$	(125)	$	—	$	(5,336)	$	114,036
Customer Growth Services		24,439		—		—		—		24,439
Customer Technology Services		40,839		1,232		—		(92)		41,979
Customer Strategy Services		24,952		—		—		(773)		24,179
Total	$	209,727	$	1,107	$	—	$	(6,201)	$	204,633


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

Customer Management Services	$	42,589	$	73,934	$	—	$	2,974	$	119,497
Customer Growth Services		24,439		—		—		—		24,439
Customer Technology Services		41,500		(661)		—		—		40,839
Customer Strategy Services		24,153		—		—		799		24,952
Total	$	132,681	$	73,273	$	—	$	3,773	$	209,727

Impairment

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

For the annual goodwill impairment analysis, the Company elected to perform a Step 1 evaluation for all of its reporting units, which includes comparing a reporting unit’s estimated fair value to its carrying value. The determination of fair value requires significant judgments including estimation of future cash flows, which is dependent on internal forecasts, estimation of the long-term growth rates for the businesses, the useful lives over which the cash flows will occur and determination of appropriate discount rates (based in part on the Company’s weighted average cost of capital). Changes in these estimates and assumptions could materially affect the determination of fair value and/or conclusions on goodwill impairment for each reporting unit. As of December 1, 2018, the date of the annual impairment testing, the Company concluded that for all four 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. The Company used a market approach and an income approach to determine our best estimates of fair value which incorporated the following significant assumptions:

Revenue projections, including revenue growth during the forecast periods ranging from (23.9)% to 32.2%;

EBITDA margin projections held relatively flat over the forecast periods ranging from 10.5% to 20.0%;

Estimated income tax rates of 26.0% to 27.6%;

Estimated capital expenditures ranging from $0.8 million to $47.5 million; and

Discount rates ranging from 10% to 14.5% based on various inputs, including the risks associated with the specific reporting units, the country of operations as well as their revenue growth and EBITDA margin assumptions.

CMS - Humanify reporting unit

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

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

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

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

OTHER INTANGIBLE ASSETS

12 Months Ended

Dec. 31, 2018

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,
	2017		Amortization		Impairments		Adjustments		Currency		2018
Customer relationships, gross	$	127,431	$	—	$	—	$	1,956	$	(5,860)	$	123,527
Customer relationships - accumulated amortization		(35,217)		(10,546)		—		1,203		1,337		(43,223)
Other intangible assets, gross		4,784		—		—		—		(209)		4,575
Other intangible assets - accumulated amortization		(3,913)		(212)		—		—		157		(3,968)
Other intangible assets, net	$	93,085	$	(10,758)	$	—	$	3,159	$	(4,575)	$	80,911


							Acquisitions		Effect of
	December 31,						and		Foreign		December 31,
	2016		Amortization		Impairments		Adjustments		Currency		2017
Customer relationships, gross	$	53,402	$	—	$	(6,120)	$	78,320	$	1,829	$	127,431
Customer relationships - accumulated amortization		(27,810)		(7,213)		3,230		(3,230)		(194)		(35,217)
Other intangible assets, gross		4,589		—		(3,701)		3,852		44		4,784
Other intangible assets - accumulated amortization		(3,978)		(254)		2,930		(2,929)		318		(3,913)
Trade name - indefinite life		5,665		—		(5,322)		—		(343)		—
Other intangible assets, net	$	31,868	$	(7,467)	$	(8,983)	$	76,013	$	1,654	$	93,085

The acquisitions and adjustments recorded during 2018 relate to the purchase of SCS (see Note 2 for further information) and the fair value of the CSS-PRG balance sheet (see below).

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

CTS - eLoyalty

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

CSS - PRG

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

As of December 31, 2018, in connection with reclassifying a business unit from assets held for sale to assets held and used, a fair value assessment was completed and it was determined that due to continuing estimated losses, the fair value of the customer relationship balance was zero. The Company recorded a $0.7 million fair value adjustment during the fourth quarter of 2018 which was included in Other income (expense), net in the Consolidated Statements of Comprehensive Income (Loss).

Customer relationships are being amortized over the remaining weighted average useful life of 8.2 years and other intangible assets are being amortized over the remaining weighted average useful life of 4.6 years. Amortization expense related to intangible assets was $10.8 million, $7.5 million and $9.5 million for the years ended December 31, 2018, 2017 and 2016, respectively.

Expected future amortization of other intangible assets as of December 31, 2018 is as follows (in thousands):


2019	$	10,557
2020		9,341
2021		8,840
2022		8,156
2023		7,619
Thereafter		36,398
Total	$	80,911

DERIVATIVES

12 Months Ended

Dec. 31, 2018

DERIVATIVES [ABSTRACT]

DERIVATIVES

(8)DERIVATIVES

Cash Flow Hedges

The Company enters into foreign exchange 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. 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, 2018, 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, 2018, 2017 and 2016 (in thousands and net of tax):


	Year Ended December 31,
	2018		2017		2016

Aggregate unrealized net gain/(loss) at beginning of period	$	(15,746)	$	(32,393)	$	(26,885)
Add: Net gain/(loss) from change in fair value of cash flow hedges		20,278		31,053		11,242
Less: Net (gain)/loss reclassified to earnings from effective hedges		(12,810)		(14,406)		(16,750)
Aggregate unrealized net gain/(loss) at end of period	$	(8,278)	$	(15,746)	$	(32,393)

The Company’s foreign exchange cash flow hedging instruments as of December 31, 2018 and 2017 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, 2018

Amount

12 months

Through

Philippine Peso

6,710,000

130,957

(1)

60.7

December 2021

Mexican Peso

1,091,500

57,708

53.0

December 2021

188,665


	Local
	Currency	U.S. Dollar
	Notional	Notional
As of December 31, 2017	Amount	Amount
Philippine Peso	10,685,000		219,917	(1)
Mexican Peso	1,609,000		93,589
		$	313,506

(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, 2018 and December 31, 2017.

Fair Value Hedges

The Company enters into foreign exchange forward contracts to economically hedge against foreign currency exchange gains and losses on certain receivables and payables of the Company’s foreign operations. Changes in the fair value of derivative instruments designated as fair value hedges are recognized in earnings in Other income (expense), net. As of December 31, 2018 and 2017, the total notional amount of the Company’s forward contracts used as fair value hedges was $70.4 million and $176.2 million, respectively.

Derivative Valuation and Settlements

The Company’s derivatives as of December 31, 2018 and 2017 were as follows (in thousands):


	December 31, 2018
	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	$	814	$	—	$	60
Other long-term assets		215		—		—
Other current liabilities		(8,861)		—		(104)
Other long-term liabilities		(3,484)		—		—
Total fair value of derivatives, net	$	(11,316)	$	—	$	(44)


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

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

The effect of derivative instruments on the Consolidated Statements of Comprehensive Income (Loss) for the years ended December 31, 2018 and 2017 were as follows (in thousands):


	Year Ended December 31,
	2018				2017
	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	$	(12,810)	$	—	$	(14,336)	$	(70)

Amount and location of net gain or (loss) reclassified from Accumulated OCI to income - effective portion:
Revenue	$	(17,548)	$	—	$	(22,792)	$	—
Interest expense		—		—		—		(115)


	Year Ended December 31,
	2018				2017
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		—		(7,436)		—		1,350

FAIR VALUE

12 Months Ended

Dec. 31, 2018

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, 2018 and 2017 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, 2018, the investment in CaféX Communications, Inc., which consists of the Company’s total $15.6 million investment was fully impaired to zero (see Note 2).

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, 2018 and 2017, the Company had $282.0 million and $344.0 million, respectively, of borrowings outstanding under the Credit Agreement. During 2018 and 2017, borrowings accrued interest at an average rate of 3.1% and 2.2% 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, 2018, 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, 2018 and 2017 (in thousands):

As of December 31, 2018


	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	$	—	$	(11,316)	$	—	$	(11,316)
Fair value hedges		—		(44)		—		(44)
Total net derivative asset (liability)	$	—	$	(11,360)	$	—	$	(11,360)

As of December 31, 2017


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

The following is a summary of the Company’s fair value measurements as of December 31, 2018 and 2017 (in thousands):

As of December 31, 2018


	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	$	—	$	(14,836)	$	—
Derivative instruments, net		—		(11,360)		—
Contingent consideration		—		—		(2,363)
Total liabilities	$	—	$	(26,196)	$	(2,363)

As of December 31, 2017


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

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

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 acquisition of SCS. This contingent payable was recognized at fair value using a discounted cash flow approach and a discount rate of 4.7%. The measurements were based on significant inputs not observable in the market. The Company recorded interest expense each period using the effective interest method until the future value of these contingent payables reached their expected future value. Interest expense related to all recorded contingent payables is included in Interest expense in the Consolidated Statements of Comprehensive Income (Loss).

The Company recorded contingent consideration related to a revenue servicing agreement with Welltok in the fourth quarter of 2016, in which a maximum of $1.25 million would be paid over eight quarters based on the dollar value of revenue earned by the Company. The contingent payable was recognized at fair value of $1.25 million as of December 31, 2016. Payments totaling $851 thousand were completed during 2017 and the final payment of $399 thousand was made during the first quarter of 2018.

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,
	2017		Acquisitions		Payments		Adjustments		2018

Welltok	$	399	$	—	$	(399)	$	—	$	—
SCS		—		2,731		—		(368)		2,363
Total	$	399	$	2,731	$	(399)	$	(368)	$	2,363


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

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

- 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, 2018

INCOME TAXES [ABSTRACT]

INCOME TAXES

(10)INCOME TAXES

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


	Year Ended December 31,
	2018		2017		2016
Domestic	$	(13,926)	$	10,909	$	(6,216)
Foreign		70,164		77,978		56,514
Total	$	56,238	$	88,887	$	50,298

The United States recently enacted comprehensive tax reform legislation known as the Tax Cuts and Jobs Act (the "2017 Tax Act") that, among other things, reduces the U.S. federal corporate income tax rate from 35% to 21% and implements a territorial tax system, but imposes an alternative “base erosion and anti-abuse tax” (“BEAT”), and an incremental tax on global intangible low taxed foreign income (“GILTI”) effective January 1, 2018. In addition, the law imposes a one-time mandatory repatriation tax on accumulated post-1986 foreign earnings on domestic corporations effective for the 2017 tax year. As of December 31, 2018, the Company has completed its analysis of the impacts of the 2017 Tax Act within the measurement period in accordance with SAB 118, and no material adjustment was recorded to the 2017 estimate.

The significant components of this expense include (i) the remeasurement of net deferred tax assets at the lower enacted U.S. federal corporate tax rate, (ii) the deemed repatriation tax on unremitted non-U.S. earnings and profits that were previously tax deferred and (iii) other miscellaneous tax impacts.

While the Company’s accounting for the recorded impact of the 2017 Tax Act is deemed to be complete, these amounts are based on prevailing regulations and currently available information, and any additional guidance issued by the Internal Revenue Service (“IRS”) could impact the Company’s recorded amounts in future periods.

No changes in indefinite reinvestment assertion were made during the year. The Company has completed its analysis in regard to the full tax impact related to prior changes in indefinite reinvestment reassertion and any related taxes have been recorded. No additional income taxes have been provided for any remaining outside basis difference inherent in the Company’s foreign subsidiaries as these amounts continue to be indefinitely reinvested in foreign operations. Determination of any unrecognized deferred tax liability related to the outside basis difference in investments in foreign subsidiaries is not practicable due to the inherent complexity of the multi-national tax environment in which the Company operates.

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


	Year Ended December 31,
	2018		2017		2016
Current provision for (benefit from)
Federal	$	2,771	$	48,556	$	(373)
State		2,754		99		372
Foreign		18,933		12,643		14,447
Total current provision for (benefit from)		24,458		61,298		14,446
Deferred provision for (benefit from)
Federal		(943)		14,441		(2,390)
State		(138)		707		103
Foreign		(6,894)		1,629		704
Total deferred provision for (benefit from)		(7,975)		16,777		(1,583)
Total provision for (benefit from) income taxes	$	16,483	$	78,075	$	12,863

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


	Year Ended December 31,
	2018		2017		2016
Income tax per U.S. federal statutory rate (21%, 35%, 35%)	$	11,810	$	31,110	$	17,605
State income taxes, net of federal deduction		2,003		460		(158)
Change in valuation allowances		2,191		(924)		(129)
Foreign income taxes at different rates than the U.S.		(3,758)		(14,417)		(10,206)
Foreign withholding taxes		785		323		590
Losses in international markets without tax benefits		(68)		1,098		2,474
Nondeductible compensation under Section 162(m)		615		647		104
Liabilities for uncertain tax positions		1,105		1,607		(133)
Permanent difference related to foreign exchange gains		136		142		388
(Income) losses of foreign branch operations		475		(824)		(635)
Non-taxable earnings of noncontrolling interest		(594)		(1,030)		(1,128)
Foreign dividend less foreign tax credits		(1,748)		(4,798)		(4,646)
Decrease (increase) to deferred tax asset - change in tax rate		(1,944)		1,101		443
State income tax credits		19		207		100
Foreign earnings taxed currently in U.S.		3,976		3,143		3,673
Taxes related to prior year filings		(1,659)		(865)		2,554
Taxes related to acquisition accounting		2,110		—		—
Transition tax		—		61,569		—
Other		1,029		(474)		1,967
Income tax per effective tax rate	$	16,483	$	78,075	$	12,863

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


	Year Ended December 31,
	2018		2017
Deferred tax assets, gross
Accrued workers compensation, deferred compensation and employee benefits	$	8,724	$	8,597
Allowance for doubtful accounts, insurance and other accruals		3,301		2,197
Amortization of deferred rent liabilities		2,614		2,352
Net operating losses		18,475		17,887
Equity compensation		1,348		1,481
Customer acquisition and deferred revenue accruals		13,894		7,026
Federal and state tax credits, net		549		50
Unrealized losses on derivatives		2,035		3,137
Impairment of equity investment		4,221		—
Other		1,001		1,557
Total deferred tax assets, gross		56,162		44,284
Valuation allowances		(10,867)		(9,526)
Total deferred tax assets, net		45,295		34,758
Deferred tax liabilities
Depreciation and amortization		(15,547)		(12,850)
Contract acquisition costs		(8,519)		(5,331)
Intangible assets		(15,890)		(15,405)
Other		(187)		(446)
Total deferred tax liabilities		(40,143)		(34,032)
Net deferred tax assets	$	5,152	$	726

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, 2018 the Company had approximately $3.0 million of net deferred tax assets in the U.S. and $2.2 million of net deferred tax assets related to certain international locations whose recoverability is dependent upon their future profitability. As of December 31, 2018 the deferred tax valuation allowance was $10.9 million and related primarily to tax losses in foreign jurisdictions which do not meet the “more-likely-than-not” standard under current accounting guidance.

When there is a change in judgment concerning the recovery of deferred tax assets in future periods, a valuation allowance is recorded into earnings during the quarter in which the change in judgment occurred. In 2018, 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 $1.6 million increase related to capital loss carry forwards and other credit carry forwards not expected to be utilized, a $1.4 million increase in valuation allowance in the United Kingdom, Ireland, Canada, Luxembourg, Turkey and Australia for deferred tax assets that do not meet the “more-likely-than-not” standard, and a $1.6 million release of valuation allowance in Argentina, New Zealand, Belgium, and the United States and various other jurisdictions related to the utilization or write-off of deferred tax assets.

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


	Year Ended December 31,
	2018		2017		2016
Beginning balance	$	9,526	$	9,949	$	10,139
Additions of deferred income tax expense		2,913		2,044		1,914
Reductions of deferred income tax expense		(1,572)		(2,467)		(2,104)
Ending balance	$	10,867	$	9,526	$	9,949

As of December 31, 2018, 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):


2019	$	86
2020		146
2021		91
2022		—
After 2022		12,361
No expiration		5,791
Total	$	18,475

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 2019 and 2020. The aggregate benefit to income tax expense for the years ended December 31, 2018, 2017 and 2016 was approximately $8.2 million, $11.9 million and $12.4 million, respectively, which had a favorable impact on diluted net income per share of $0.18, $0.26 and $0.27, 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, 2018, 2017 and 2016 was approximately $1.4 million, $1.8 million and $693 thousand, respectively.

The Company had a reserve for uncertain tax benefits, on a net basis, of $4.8 million and $3.3 million for the years ended December 31, 2018 and 2017, respectively. The liability for uncertain tax positions was decreased by $2.1 million during 2018 for the release of uncertain tax positions related to the closing of statues of limitations and increased by $3.6 million relating to new positions.

The tabular reconciliation of the reserve for uncertain tax benefits on a gross basis without interest for the three years ended December 31, 2018 is presented below (in thousands):


Balance as of December 31, 2015	$	2,709
Additions for current year tax positions		826
Reductions in prior year tax positions		(1,153)
Balance as of December 31, 2016		2,382
Additions for current year tax positions		916
Reductions in prior year tax positions		—
Balance as of December 31, 2017		3,298
Additions for current year tax positions		3,600
Reductions in prior year tax positions		(2,114)
Balance as of December 31, 2018	$	4,784

At December 31, 2018, the amount of uncertain tax benefits including interest, that, if recognized, would reduce tax expense was $6.2 million. Within the next 12 months, it is expected that the amount of unrecognized tax benefits may be reduced by $2.5 million as a result of the expiration of various statutes of limitation or other confirmations of tax positions.

In accordance with ASC 740, during the second quarter of 2018, $1.1 million of liability was released due to the closing of statues of limitations. During the third quarter of 2018, $2.0 million of liability was released due to the closing of statutes of limitations and changes calculated as allowed under SAB 118 related to the 2017 Tax Act. During the fourth quarter of 2018, the Company recorded liabilities of $3.6 million related to new uncertain tax positions.

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

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

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

The Company and its domestic and foreign subsidiaries (including Percepta LLC and its domestic and foreign subsidiaries) file income tax returns as required in the U.S. federal jurisdiction and various state and foreign jurisdictions. The following table presents the major tax jurisdictions and tax years that are open as of December 31, 2018 and subject to examination by the respective tax authorities:


Tax Jurisdiction		Tax Year Ended
United States		2015 to present
Australia		2014 to present
Brazil		2013 to present
Canada		2010 to present
Mexico		2013 to present
Philippines		2015 to present

The Company’s U.S. income tax returns filed for the tax years ending December 31, 2015 to present, remain open tax years. The Company has been notified of the intent to audit, or is currently under audit of, income taxes for Canada for tax years 2009 and 2010, the Philippines for tax year 2015, Belgium for tax years 2016 and 2017, the state of New York for tax years 2015 through 2017, and the state of Minnesota in the United States for tax years 2014 through 2016. The Company received a report of initial deficiency tax findings from the Philippines Bureau of Internal Revenue (“BIR”) related to the 2015 tax year. The Company does not agree with the amount in question and is working closely with the BIR to clarify and resolve the outstanding discrepancies. 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, INTEGRATION CHARGES AND IMPAIRMENT LOSSES

12 Months Ended

Dec. 31, 2018

RESTRUCTURING CHARGES AND IMPAIRMENT LOSSES [Abstract]

RESTRUCTURING CHARGES AND IMPAIRMENT LOSSES

(11)RESTRUCTURING CHARGES, INTEGRATION CHARGES AND IMPAIRMENT LOSSES

Restructuring Charges

During the years ended December 31, 2018, 2017 and 2016, the Company continued restructuring activities primarily associated with reductions in the Company’s capacity, workforce and related management in all of its segments to better align the capacity and workforce with current business needs.

During 2017, several restructuring activities were completed related to the purchase of Connextions (see Note 2) including the closure of two delivery centers that came with the acquisition. During 2017, a net $0.4 million severance accrual was recorded in relation to these closures. In conjunction with closing these two delivery centers, a $0.6 million termination fee and a $1.4 million net lease liability and applicable expenses were recorded as of December 31, 2017. These net charges were included in the Consolidated Statements of Comprehensive Income (Loss) during the year ended December 31, 2017. During 2018, in connection with one of these delivery centers, an early termination option was exercised and a $1.9 million fee was expensed and recorded in Restructuring, net in the Consolidated Statements of Comprehensive Income (Loss).

During 2018, TTEC determined it would close several other delivery centers and a net $1.1 million and $1.8 million in the CMS and CGS segments, respectively, were expensed related to early termination fees and cease use lease accruals. These expenses are included in the Restructuring and integration charges, net in the Consolidated Statements of Comprehensive Income (Loss) as of December 31, 2018.

A summary of the expenses recorded for restructuring and included in Restructuring and integration charges, net in the accompanying Consolidated Statements of Comprehensive Income (Loss) for the years ended December 31, 2018, 2017 and 2016, respectively, is as follows (in thousands):


	Year Ended December 31,
	2018		2017		2016
Reduction in force
Customer Management Services	$	694	$	1,012	$	2,837
Customer Growth Services		—		—		147
Customer Technology Services		—		94		324
Customer Strategy Services		133		55		92
Total	$	827	$	1,161	$	3,400


	Year Ended December 31,
	2018		2017		2016
Facility exit and other charges
Customer Management Services	$	3,550	$	2,050	$	959
Customer Growth Services		1,754		—		—
Customer Technology Services		—		84		33
Customer Strategy Services		—		85		—
Total	$	5,304	$	2,219	$	992

A rollforward of the activity in the Company’s restructuring accruals for the years ended December 31, 2018 and 2017, respectively, is as follows (in thousands):


	Reduction		Facility Exit and
	in Force		Other Charges		Total

Balance as of December 31, 2016	$	1,468	$	98	$	1,566
Expense		1,316		2,219		3,535
Payments		(1,892)		(908)		(2,800)
Changes due to foreign currency		(43)		—		(43)
Changes in estimates		(155)		—		(155)
Balance as of December 31, 2017		694		1,409		2,103
Expense		1,021		5,303		6,324
Payments		(937)		(3,480)		(4,417)
Changes due to foreign currency		(169)		(6)		(175)
Changes in estimates		(193)		—		(193)
Balance as of December 31, 2018	$	416	$	3,226	$	3,642

The remaining restructuring accruals are expected to be paid or extinguished during 2019 and are all classified as current liabilities within Other accrued expenses in the Consolidated Balance Sheets.

Integration Charges

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

Impairment Losses

During each of the periods presented, the Company evaluated the recoverability of its leasehold improvement assets at certain customer engagement centers. An asset is considered to be impaired when the anticipated undiscounted future cash flows of its asset group are estimated to be less than the asset group’s carrying value. The amount of impairment recognized is the difference between the carrying value of the asset group and its fair value. To determine fair value, the Company used Level 3 inputs in its discounted cash flows analysis. Assumptions included the amount and timing of estimated future cash flows and assumed discount rates. During 2018, 2017 and 2016, the Company recognized impairment losses related to leasehold improvement assets of $1.1 million, zero and zero, respectively, in its CMS segment.

INDEBTEDNESS	12 Months Ended
INDEBTEDNESS	Dec. 31, 2018
INDEBTEDNESS [ABSTRACT]
INDEBTEDNESS	(12)INDEBTEDNESS Credit Facility On October 30, 2017, the Company entered into a Third Amendment to the 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 a maximum aggregate commitment of $1.2 billion. On February 14, 2019, the Company entered into a Fourth Amendment to its Amended and Restated Credit Agreement and Amended and Restated Security Agreement originally dated as of June 3, 2013 (collectively the “Credit Agreement”) for a senior secured revolving credit facility with a syndicate of lenders led by Wells Fargo Bank, National Association, as agent, swing line and fronting lender (the “Credit Facility”). The amended Credit Agreement provides for a secured revolving Credit Facility that matures on February 14, 2024. Other than the extension of the Credit Facility’s maturity date and a few material terms outlined below, the material terms of the Credit Facility, including pricing and collateral, are substantially the same as those previously disclosed as part of the Company’s Annual Report on Form 10-K for the period ended December 31, 2015 (“2016 Credit Facility”). The maximum commitment under the Credit Facility is $900.0 million, with an accordion feature of up to $1.2 billion in the aggregate, if certain conditions are satisfied. The Credit Facility commitment fees are payable to the lenders in an amount equal to the unused portion of the Credit Facility multiplied by 0.150% per annum from the Credit Facility inception date until a compliance certificate is provided by the Company in connection with its quarterly financial statements for the quarter ended March 31, 2019, and thereafter as previously disclosed and as determined by reference to the Company’s net leverage ratio. The Credit Agreement contains customary affirmative, negative, and financial covenants, which remained unchanged from the 2016 Credit Facility, except that the Company is now obligated to maintain a maximum net leverage ratio of 3.50 to 1.00, and a minimum Interest Coverage Ratio of 2.50 to 1.00. The Credit Agreement permits accounts receivable factoring up to the greater of $75 million or 25 percent of the average book value of all accounts receivable over the most recent twelve month period. Base rate loans bear interest at a rate equal to the greatest of (i) Wells Fargo’s prime rate, (ii) one half of 1% in excess of the federal funds effective rate, and (iii) 1.25% in excess of the one month London Interbank Offered Rate (“LIBOR”); plus in each case a margin of 0% to 0.75% based on the Company’s net leverage ratio. Eurodollar loans bear interest at LIBOR plus a margin of 1.0% to 1.75% based on the Company’s net leverage ratio. Alternate currency loans bear interest at rates applicable to their respective currencies. Letter of credit fees are one eighth of 1% of the stated amount of the letter of credit on the date of issuance, renewal or amendment, plus an annual fee equal to the borrowing margin for Eurodollar loans. The 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, 2018, and 2017, the Company had borrowings of $282.0 million and $344.0 million, respectively, under its Credit Agreement, and its average daily utilization was $514.7 million and $494.7 million for the years ended December 31, 2018 and 2017, respectively. Based on the current level of availability based on the covenant calculations, the Company’s remaining borrowing capacity was approximately $360.0 million as of December 31, 2018. As of December 31, 2018, the Company was in compliance with all covenants and conditions under its Credit Agreement.

DEFERRED REVENUE AND COSTS

12 Months Ended

Dec. 31, 2018

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,
	2018		2017
Deferred Revenue - Current	$	44,926	$	21,650
Deferred Revenue - Long-term		33,247		9,632
Total Deferred Revenue	$	78,173	$	31,282

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


	December 31,
	2018		2017
Deferred Costs - Current	$	23,539	$	13,649
Deferred Costs - Long-term		34,042		9,654
Total Deferred Costs	$	57,581	$	23,303

Activity in the Company’s Deferred revenue accounts consists of the following (in thousands):


Balance as of December 31, 2017	$	31,282
Additions		155,096
Amortization		(108,205)
Balance as of December 31, 2018	$	78,173

COMMITMENTS AND CONTINGENCIES	12 Months Ended
COMMITMENTS AND CONTINGENCIES	Dec. 31, 2018
COMMITMENTS AND CONTINGENCIES [Abstract]
COMMITMENTS AND CONTINGENCIES	(14)COMMITMENTS AND CONTINGENCIES Letters of Credit As of December 31, 2018, outstanding letters of credit under the Credit Agreement totaled $3.1 million and primarily guaranteed workers’ compensation and other insurance related obligations. As of December 31, 2018, letters of credit and contract performance guarantees issued outside of the Credit Agreement totaled $0.6 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, 2018

LEASES [ABSTRACT]

LEASES

(15)LEASES

The Company has various operating leases primarily for customer engagement centers, equipment, and office space, which generally contain renewal options. Rent expense under operating leases was approximately $43.7 million, $46.3 million and $39.5 million for the years ended December 31, 2018, 2017 and 2016, respectively.

In 2008, the Company sub-leased one of its customer engagement centers to a third party for the remaining term of the original lease. The sub-lease began on January 1, 2009 and rental income is recognized on a straight-line basis over the term of the sub-lease through 2021. In 2017, the Company sub-leased one of its office spaces for the remaining term of the original lease. The sub-lease began on November 6, 2017 and ends May 31, 2021.

The future minimum rental payments and receipts required under non-cancelable operating leases as of December 31, 2018 are as follows (in thousands):


	Operating		Sub-Lease
	Leases		Income
2019	$	47,379	$	(2,624)
2020		36,045		(2,631)
2021		30,678		(276)
2022		26,584		—
2023		17,226		—
Thereafter		25,362		—
Total	$	183,274	$	(5,531)

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, 2018 and 2017 was $16.6 million and $15.7 million, respectively.

Asset Retirement Obligations

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


	Balance at								Balance at
	December 31,		Additions and						December 31,
	2017		Modifications		Accretion		Settlements		2018

ARO liability total	$	1,938	$	1,153	$	14	$	(623)	$	2,482


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

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

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).

NET INCOME PER SHARE

12 Months Ended

Dec. 31, 2018

Net income per share attributable to TTEC stockholders

NET INCOME PER SHARE

(17)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,
	2018	2017	2016

Shares used in basic earnings per share calculation	46,064	45,826	47,423
Effect of dilutive securities:
Stock options	6	10	10
Restricted stock units	314	536	286
Performance-based restricted stock units	1	10	17
Total effects of dilutive securities	321	556	313
Shares used in dilutive earnings per share calculation	46,385	46,382	47,736

For the years ended December 31, 2018, 2017 and 2016, there were zero, zero and 60 thousand options to purchase shares of common stock or performance-based restricted stock that 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, 2018, 2017 and 2016, restricted stock units of 212 thousand, 21 thousand, and 71 thousand, respectively, were outstanding but not included in the computation of diluted net income per share because the effect would have been anti-dilutive.

EMPLOYEE COMPENSATION PLANS

12 Months Ended

Dec. 31, 2018

EMPLOYEE COMPENSATION PLANS [Abstract]

EMPLOYEE COMPENSATION PLANS

(18)EMPLOYEE COMPENSATION PLANS

Employee Benefit Plan

The Company currently has a 401(k) profit-sharing plan that allows participation by U.S. employees who have completed six months of service, as defined, and are 21 years of age or older. Participants may defer up to 75% of their gross pay, up to a maximum limit determined by U.S. federal law. Participants are also eligible for a matching contribution. The Company may from time to time, at its discretion, make a “matching contribution” based on the amount and rate of the elective deferrals. The Company determines how much, if any, it will contribute for each dollar of elective deferrals. Participants vest in matching contributions over a three-year period. Company matching contributions to the 401(k) plan(s) totaled $5.2 million, $5.7 million and $5.1 million for the years ended December 31, 2018, 2017 and 2016, respectively.

Equity Compensation Plans

In May 2010, the Company adopted the TeleTech Holdings, Inc. 2010 Equity Incentive Plan (the “2010 Plan”). 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. The 2010 Plan also provides for annual equity-based compensation grants to members of the Company’s Board of Directors. Options granted to employees generally vest over four to five years and have a contractual life of ten years. Options issued to Directors vest over one year and have a contractual life of ten years. As of December 31, 2018, 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, 2018, 2017, and 2016, the Company recorded total equity-based compensation expense under all equity-based arrangements (stock options and RSUs) of $12.1 million, $11.9 million and $9.8 million, respectively. For 2018, 2017 and 2016, of the total compensation expense, $4.7 million, $4.1 million and $3.1 million was recognized in Cost of services and $7.4 million, $7.8 million and $6.7 million, was recognized in Selling, general and administrative in the Consolidated Statements of Comprehensive Income (Loss), respectively. For the years ended December 31, 2018, 2017, and 2016, the Company recognized a tax benefit under all equity-based arrangements (stock options and RSUs) of $3.7 million, $6.8 million and $5.0 million, respectively.

Restricted Stock Units

2016, 2017 and 2018 RSU Awards: The Company granted RSUs in 2016, 2017 and 2018 to new and existing employees that vest over four or five years. The Company also granted RSUs in 2016, 2017 and 2018 to members of the Board of Directors that vest over one year.

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

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

The weighted average grant-date fair value of RSUs, including performance-based RSUs, granted during the years ended December 31, 2018, 2017, and 2016 was $35.15, $29.56, and $26.60, respectively. The total intrinsic value and fair value of RSUs vested during the years ended December 31, 2018, 2017, and 2016 was $12.5 million, $10.6 million, and $10.8 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, 2018 is as follows:


		Weighted
		Average
		Grant Date
	Shares	Fair Value

Unvested as of December 31, 2017	1,290,427	$	27.87
Granted	482,398	$	35.15
Vested	(458,444)	$	27.35
Cancellations/expirations	(172,943)	$	30.38
Unvested as of December 31, 2018	1,141,438	$	30.78

All RSUs vested during the year ended December 31, 2018 were issued out of treasury stock. As of December 31, 2018, there was approximately $23.1 million of total unrecognized compensation expense and approximately $32.6 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 1.4 years using the straight-line method.

Stock Options

There were no stock options granted during 2018, 2017 or 2016. The total intrinsic value of options exercised during the years ended December 31, 2018, 2017 and 2016 was $156 thousand, $194 thousand and $400 thousand, respectively. The total fair value of stock options vested during the years ended December 31, 2018, 2017 and 2016 was zero, respectively.

Cash received from option exercises under the Plans for the years ended December 31, 2018, 2017 and 2016 was $0.2 million, $2.1 million and $0.4 million, respectively. The recognized tax benefit from option exercises for the years ended December 31, 2018, 2017 and 2016 was $0.0 million, $0.0 million and $0.2 million, respectively. Shares issued for options exercised during the year ended December 31, 2018 were issued out of treasury stock.

RELATED PARTY TRANSACTIONS	12 Months Ended
RELATED PARTY TRANSACTIONS	Dec. 31, 2018
RELATED PARTY TRANSACTIONS [ABSTRACT]
RELATED PARTY TRANSACTIONS	(20)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 2018, 2017 and 2016, the Company expensed $1.1 million, $1.1 million and $1.0 million, respectively, to Avion and Airmax for services provided to the Company. There was $122 thousand in payments due and outstanding to Avion and Airmax as of December 31, 2018. During 2014, the Company entered into a vendor contract with Convercent Inc. to provide learning management and web and telephony based global helpline solutions. This contract was renewed, after an arms-length market pricing review, in the fourth quarter of 2016. The majority owner of Convercent is a company which is owned and controlled by Kenneth D. Tuchman, Chairman and Chief Executive Officer of the Company. During 2018, 2017 and 2016, the Company expensed $60 thousand, $70 thousand and $100 thousand, respectively, to Convercent. During 2015, the Company entered into a contract to purchase software from CaféX, which is a company that TTEC holds a 17.2% equity investment in. During 2018, 2017 and 2016, the Company purchased $44 thousand, $72 thousand and $405 thousand, respectively, of software from CaféX. See Note 2 for further information regarding this investment. During 2017, in connection with the Motif acquisition, the Company became a party to a real estate lease for a building that is owned by one of the Motif Founders. The lease expires in 2019 and has future payments of approximately $8 thousand. Ms. Regina M. Paolillo, Chief Financial and Administrative Officer of the Company, is a member of the board of directors of Welltok, Inc., a consumer health SaaS company, and partner of the Company in Welltok TTEC Communications joint venture. During the years ended December 31, 2018 and 2017, the Company recorded revenue of $5.7 million and $5.5 million, respectively, in connection with work performed through the joint venture.

OTHER FINANCIAL INFORMATION

12 Months Ended

Dec. 31, 2018

OTHER FINANCIAL INFORMATION [ABSTRACT]

OTHER FINANCIAL INFORMATION

(21)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,
	2018		2017
Employee health and dental insurance	$	3,987	$	5,312
Workers compensation		1,802		1,631
Total self-insurance liabilities	$	5,789	$	6,943

QUARTERLY FINANCIAL DATA (UNAUDITED)

12 Months Ended

Dec. 31, 2018

QUARTERLY FINANCIAL DATA (UNAUDITED) [ABSTRACT]

QUARTERLY FINANCIAL DATA (UNAUDITED)

(22)QUARTERLY FINANCIAL DATA (UNAUDITED)

The following tables present certain quarterly financial data for the year ended December 31, 2018 (in thousands except per share amounts).


	First		Second		Third		Fourth
	Quarter		Quarter		Quarter		Quarter

Revenue	$	375,249	$	349,853	$	364,936	$	419,133
Cost of services		283,370		274,260		286,925		313,372
Selling, general and administrative		47,045		44,245		43,321		47,817
Depreciation and amortization		17,924		16,811		17,317		17,127
Restructuring and integration charges, net		849		1,034		2,716		1,532
Impairment losses		1,120		—		—		332
Income from operations		24,941		13,503		14,657		38,953
Other income (expense)		(16,907)		(6,553)		(6,020)		(6,336)
Provision for income taxes		(2,102)		(653)		(1,893)		(11,835)
Non-controlling interest		(1,341)		(779)		(1,369)		(449)
Net income attributable to TTEC stockholders	$	4,591	$	5,518	$	5,375	$	20,333

Weighted average shares outstanding
Basic		45,871		46,016		46,172		46,193
Diluted		46,452		46,401		46,316		46,390

Net income per share attributable to TTEC stockholders
Basic	$	0.10	$	0.12	$	0.12	$	0.44
Diluted	$	0.10	$	0.12	$	0.12	$	0.44

Included in Other income (expense) in the first quarter is a $15.6 million expense related to the impairment of the full value of an equity investment and related bridge loan. Also included is a $0.7 million gain on the purchase of an acquisition.

Included in Other income (expense) in the second quarter and fourth quarter was a $2.0 million loss and a $0.4 million gain, respectively, related to a business unit which was classified as assets held for sale but subsequently reclassified to assets held and used.

Included in Other Income (expense) for each of the quarters is an interest expense charge related to the future purchase for the remaining 30% of the Motif acquisition - $1.9 million, $3.1 million, $3.0 million and $1.9 million in the first, second, third and fourth quarters, respectively.

Included in the Provision for Income Taxes is a $3.6 million expense in the fourth quarter, a $1.1 million benefit in the third quarter, a $1.0 million benefit in the second quarter related to changes in tax contingent liabilities, a $3.0 million benefit in the fourth quarter, a $0.2 million expense in the third quarter, a $0.5 million benefit in the second quarter related to return to provision adjustments, a $4.2 million benefit in the first quarter related to impairment of an equity investment, a $0.2 million expense in the first quarter, $0.1 million of expense in the second quarter, $0.1 million of expense in the third quarter and $0.1 million of expense in the fourth quarter related to the disposition of assets, a $1.5 million expense in the fourth quarter related to changes in valuation allowances, a $0.1 million benefit in the first quarter, a $0.2 million benefit in the second quarter and a $0.4 million benefit in the third quarter related to excess taxes on equity compensation, a $0.5 million benefit in the fourth quarter, a $0.7 million benefit in the third quarter, a $0.2 million benefit in the second quarter, a $0.6 million benefit in the first quarter related to restructuring charges, a $0.9 million benefit in the fourth quarter, $0.1 million of expense in the third quarter and a $0.2 million expense in the first quarter of other items. Without these items our effective tax rate for the year ended December 31, 2018 would have been 25.6%.

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


	First		Second		Third		Fourth
	Quarter		Quarter		Quarter		Quarter

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

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

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

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

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

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

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

OVERVIEW AND BASIS OF PRESENTATION (Policies)

12 Months Ended

Dec. 31, 2018

OVERVIEW AND BASIS OF PRESENTATION [Abstract]

Overview

We are organized into two centers of excellence: TTEC Digital and TTEC Engage.

TTEC Digital designs and builds human centric, tech-enabled, insight-driven customer experience solutions.

Basis Of Presentation

Basis of Presentation

The Company has evaluated the impact of this adjustment and concluded that it was not material to the previously issued or current period Consolidated Financial Statements.

Use of Estimates

Concentration of Credit Risk

Fair Value of Financial Instruments

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

Cash and Cash Equivalents, Policy

Cash and Cash Equivalents

Accounts Receivable

Derivatives.

Derivatives

Property, Plant and Equipment, Policy

Property, Plant and Equipment

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

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


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

Software Development Costs

Goodwill Policy

Goodwill

Other Intangible Assets

Self Insurance Liabilities

Restructuring Liabilities

Asset Retirement Obligations

Income Taxes.

Income Taxes

Tax Reform

Revenue Recognition

2018 Revenue

Incremental Costs to Obtain a Contract

Practical Expedients and Exemptions

2017 and Prior Revenue

Rent Expense

Equity-Based Compensation Expense

Foreign Currency Translation

Recently Issued Accounting Pronouncements

Recently Adopted Accounting Pronouncements


	December 31,		Adjustments Due to		January 1,
	2017		ASU 2014-09		2018
Balance Sheet
Assets
Prepaids and other current assets	$	63,971	$	10,797	$	74,768
Deferred tax assets		12,012		4,006		16,018

Liabilities
Deferred revenue	$	21,650	$	24,785	$	46,435

Equity
Retained earnings	$	721,664	$	(9,982)	$	711,682

In accordance with the new revenue standard requirements, the disclosure of the impact of adoption on the Company’s consolidated income statement and balance sheet was as follows (in thousands):


	Year Ended December 31, 2018
			Balances
			Without
			Adoption of		Effect of Change
	As reported		ASC 606		Higher/(Lower)
Statements of Comprehensive Income
Revenue	$	1,509,171	$	1,500,171	$	9,000
Cost of services		1,157,927		1,153,299		4,628
Provision for income taxes		16,483		15,215		1,268
Net income	$	39,755	$	36,651	$	3,104


	As of December 31, 2018
			Balances
			Without
			Adoption of		Effect of Change
	As reported		ASC 606		Higher/(Lower)
Balance Sheet
Assets
Prepaids and other current assets	$	88,487	$	82,319	$	6,168
Deferred tax assets		15,523		12,708		2,815

Liabilities
Deferred revenue	$	44,926	$	29,140	$	15,786

Equity
Retained earnings	$	725,551	$	732,354	$	(6,803)

Other Recently Issued Accounting Pronouncements

The Company will not use hindsight during transition in determining the lease term and assessing impairment of the entity’s right-of-use assets.

The Company will elect to not separate non-lease components from the lease components for certain asset classes, while separating in other asset classes.

The Company will not apply the recognition requirements in ASC 842 for leases with a term of 12 months or less.

OVERVIEW AND BASIS OF PRESENTATION (Tables)

12 Months Ended

Dec. 31, 2018

OVERVIEW AND BASIS OF PRESENTATION [Abstract]

Schedule of property, plant and equipment useful lives

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


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

Schedule of New Accounting Pronouncements and Changes in Accounting Principles [Table Text Block]

The Company recorded a net reduction to opening retained earnings of $10.0 million, net of tax, as of January 1, 2018 due to the cumulative impact of adopting ASC 606, summarized as follows (in thousands):


	December 31,		Adjustments Due to		January 1,
	2017		ASU 2014-09		2018
Balance Sheet
Assets
Prepaids and other current assets	$	63,971	$	10,797	$	74,768
Deferred tax assets		12,012		4,006		16,018

Liabilities
Deferred revenue	$	21,650	$	24,785	$	46,435

Equity
Retained earnings	$	721,664	$	(9,982)	$	711,682

In accordance with the new revenue standard requirements, the disclosure of the impact of adoption on the Company’s consolidated income statement and balance sheet was as follows (in thousands):


	Year Ended December 31, 2018
			Balances
			Without
			Adoption of		Effect of Change
	As reported		ASC 606		Higher/(Lower)
Statements of Comprehensive Income
Revenue	$	1,509,171	$	1,500,171	$	9,000
Cost of services		1,157,927		1,153,299		4,628
Provision for income taxes		16,483		15,215		1,268
Net income	$	39,755	$	36,651	$	3,104


	As of December 31, 2018
			Balances
			Without
			Adoption of		Effect of Change
	As reported		ASC 606		Higher/(Lower)
Balance Sheet
Assets
Prepaids and other current assets	$	88,487	$	82,319	$	6,168
Deferred tax assets		15,523		12,708		2,815

Liabilities
Deferred revenue	$	44,926	$	29,140	$	15,786

Equity
Retained earnings	$	725,551	$	732,354	$	(6,803)

ACQUISITIONS AND DIVESTITURES (Tables)

12 Months Ended

Dec. 31, 2018

ACQUISITIONS [ABSTRACT]

Schedule of Assets Acquired and Liabilities Assumed

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


	Preliminary
	Estimate of
	Acquisition Date
	Fair Value
Cash	$	4,530
Accounts receivable, net		985
Prepaid expenses		39
Customer relationships		3,619
Goodwill		1,231
	$	10,404

Accounts payable	$	216
Accrued employee compensation and benefits		27
Accrued expenses		21
Deferred tax liabilities		629
	$	893

Total purchase price	$	9,511

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


	Acquisition Date
	Fair Value
Cash	$	5,997
Accounts receivable, net		5,187
Prepaid expenses		1,248
Other current assets		670
Property, plant and equipment		2,182
Income tax receivable		1,691
Customer relationships		37,200
Goodwill		39,147
	$	93,322

Accounts payable	$	2,789
Accrued employee compensation and benefits		5,249
Accrued expenses		104
Deferred tax liability		11,402
Other		340
	$	19,884

Total purchase price	$	73,438

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


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

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

Total purchase price	$	77,712

SEGMENT INFORMATION (Tables)

12 Months Ended

Dec. 31, 2018

SEGMENT INFORMATION [ABSTRACT]

Schedule of Segment Selected Financial Data

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

Year Ended December 31, 2018


							Depreciation		Income
	Gross		Intersegment		Net		&		(Loss) from
	Revenue		Sales		Revenue		Amortization		Operations
Customer Management Services	$	1,129,048	$	—	$	1,129,048	$	57,864	$	49,161
Customer Growth Services		141,324		—		141,324		2,501		9,839
Customer Technology Services		170,559		(345)		170,214		7,002		26,634
Customer Strategy Services		68,585		—		68,585		1,812		6,420
Total	$	1,509,516	$	(345)	$	1,509,171	$	69,179	$	92,054

Year Ended December 31, 2017


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

Year Ended December 31, 2016


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



	For the Year Ended December 31,
	2018		2017		2016
Capital Expenditures
Customer Management Services	$	38,617	$	48,069	$	40,321
Customer Growth Services		—		871		4,185
Customer Technology Services		3,957		2,308		5,217
Customer Strategy Services		876		710		1,109
Total	$	43,450	$	51,958	$	50,832


	December 31,
	2018		2017		2016
Total Assets
Customer Management Services	$	788,550	$	869,594	$	585,679
Customer Growth Services		42,981		41,036		71,540
Customer Technology Services		162,222		100,351		115,537
Customer Strategy Services		60,755		67,755		73,548
Total	$	1,054,508	$	1,078,736	$	846,304

	December 31,
	2018		2017		2016
Goodwill
Customer Management Services	$	114,036	$	119,497	$	42,589
Customer Growth Services		24,439		24,439		24,439
Customer Technology Services		41,979		40,839		41,500
Customer Strategy Services		24,179		24,952		24,153
Total	$	204,633	$	209,727	$	132,681

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,
	2018		2017		2016
Revenue
United States	$	862,026	$	820,597	$	693,023
Philippines		351,829		353,122		351,853
Latin America		109,104		130,082		122,347
Europe / Middle East / Africa		67,163		62,597		65,866
Canada		61,071		74,252		13,950
Asia Pacific / India		57,978		36,715		28,219
Total	$	1,509,171	$	1,477,365	$	1,275,258

Property, plant and equipment, gross
United States	$	508,202	$	490,110	$	441,222
Philippines		130,176		137,683		133,214
Latin America		44,065		51,451		50,605
Europe / Middle East / Africa		10,499		10,280		8,805
Canada		15,193		15,912		19,988
Asia Pacific / India		19,874		24,592		23,484
Total	$	728,009	$	730,028	$	677,318

Other long-term assets
United States	$	56,459	$	46,029	$	36,442
Philippines		5,188		7,753		8,194
Latin America		1,329		1,475		1,161
Europe / Middle East / Africa		544		(750)		1,099
Canada		241		324		514
Asia Pacific / India		1,680		4,326		110
Total	$	65,441	$	59,157	$	47,520

ACCOUNTS RECEIVABLE AND SIGNIFICANT CLIENTS (Tables)

12 Months Ended

Dec. 31, 2018

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,
	2018		2017
Accounts receivable	$	355,107	$	392,823
Less: Allowance for doubtful accounts		(4,145)		(921)
Accounts receivable, net	$	350,962	$	391,902

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,
	2018		2017		2016
Balance, beginning of year	$	921	$	662	$	2,176
Provision for doubtful accounts		3,679		458		1,164
Uncollectible receivables written-off		(429)		(180)		(2,670)
Effect of foreign currency and other		(26)		(19)		(8)
Balance, end of year	$	4,145	$	921	$	662

Schedule of Revenue from Significant Clients


	Year Ended December 31,
	2018		2017		2016

Healthcare client	10	%	7	%	4	%
Telecommunications client	7	%	9	%	10	%

Schedule of Accounts Receivable Outstanding from Significant Clients

Accounts receivable from these clients was as follows (in thousands):


	Year Ended December 31,
	2018		2017		2016

Healthcare client	$	49,245	$	56,802	$	22,414
Telecommunications client	$	19,329	$	27,111	$	28,080

PROPERTY PLANT AND EQUIPMENT (Tables)

12 Months Ended

Dec. 31, 2018

PROPERTY PLANT AND EQUIPMENT [ABSTRACT]

Schedule of Property, Plant and Equipment

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


	December 31,
	2018		2017
Land and buildings	$	33,286	$	38,858
Computer equipment and software		411,653		390,944
Telephone equipment		45,351		46,521
Furniture and fixtures		74,538		76,860
Leasehold improvements		161,960		176,467
Motor vehicles		90		158
Construction-in-progress and other		1,131		220
Property, plant and equipment, gross		728,009		730,028
Less: Accumulated depreciation and amortization		(566,486)		(566,682)
Property, plant and equipment, net	$	161,523	$	163,346

GOODWILL (Tables)

12 Months Ended

Dec. 31, 2018

GOODWILL [ABSTRACT]

Schedule of Goodwill Rollforward

Goodwill consisted of the following (in thousands):


							Effect of
	December 31,		Acquisitions /				Foreign		December 31,
	2017		Adjustments		Impairments		Currency		2018

Customer Management Services	$	119,497	$	(125)	$	—	$	(5,336)	$	114,036
Customer Growth Services		24,439		—		—		—		24,439
Customer Technology Services		40,839		1,232		—		(92)		41,979
Customer Strategy Services		24,952		—		—		(773)		24,179
Total	$	209,727	$	1,107	$	—	$	(6,201)	$	204,633


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

Customer Management Services	$	42,589	$	73,934	$	—	$	2,974	$	119,497
Customer Growth Services		24,439		—		—		—		24,439
Customer Technology Services		41,500		(661)		—		—		40,839
Customer Strategy Services		24,153		—		—		799		24,952
Total	$	132,681	$	73,273	$	—	$	3,773	$	209,727

OTHER INTANGIBLE ASSETS (Tables)

12 Months Ended

Dec. 31, 2018

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,
	2017		Amortization		Impairments		Adjustments		Currency		2018
Customer relationships, gross	$	127,431	$	—	$	—	$	1,956	$	(5,860)	$	123,527
Customer relationships - accumulated amortization		(35,217)		(10,546)		—		1,203		1,337		(43,223)
Other intangible assets, gross		4,784		—		—		—		(209)		4,575
Other intangible assets - accumulated amortization		(3,913)		(212)		—		—		157		(3,968)
Other intangible assets, net	$	93,085	$	(10,758)	$	—	$	3,159	$	(4,575)	$	80,911


							Acquisitions		Effect of
	December 31,						and		Foreign		December 31,
	2016		Amortization		Impairments		Adjustments		Currency		2017
Customer relationships, gross	$	53,402	$	—	$	(6,120)	$	78,320	$	1,829	$	127,431
Customer relationships - accumulated amortization		(27,810)		(7,213)		3,230		(3,230)		(194)		(35,217)
Other intangible assets, gross		4,589		—		(3,701)		3,852		44		4,784
Other intangible assets - accumulated amortization		(3,978)		(254)		2,930		(2,929)		318		(3,913)
Trade name - indefinite life		5,665		—		(5,322)		—		(343)		—
Other intangible assets, net	$	31,868	$	(7,467)	$	(8,983)	$	76,013	$	1,654	$	93,085

Future Amortization Expense of Finite Lived Intangible Assets

Expected future amortization of other intangible assets as of December 31, 2018 is as follows (in thousands):


2019	$	10,557
2020		9,341
2021		8,840
2022		8,156
2023		7,619
Thereafter		36,398
Total	$	80,911

DERIVATIVES (Tables)

12 Months Ended

Dec. 31, 2018

DERIVATIVES [ABSTRACT]

Schedule of Cash Flow Hedges OCI Rollforward


	Year Ended December 31,
	2018		2017		2016

Aggregate unrealized net gain/(loss) at beginning of period	$	(15,746)	$	(32,393)	$	(26,885)
Add: Net gain/(loss) from change in fair value of cash flow hedges		20,278		31,053		11,242
Less: Net (gain)/loss reclassified to earnings from effective hedges		(12,810)		(14,406)		(16,750)
Aggregate unrealized net gain/(loss) at end of period	$	(8,278)	$	(15,746)	$	(32,393)

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, 2018

Amount

12 months

Through

Philippine Peso

6,710,000

130,957

(1)

60.7

December 2021

Mexican Peso

1,091,500

57,708

53.0

December 2021

188,665


	Local
	Currency	U.S. Dollar
	Notional	Notional
As of December 31, 2017	Amount	Amount
Philippine Peso	10,685,000		219,917	(1)
Mexican Peso	1,609,000		93,589
		$	313,506

(1)

Schedule of Derivatives Instruments on Balance Sheet


	December 31, 2018
	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	$	814	$	—	$	60
Other long-term assets		215		—		—
Other current liabilities		(8,861)		—		(104)
Other long-term liabilities		(3,484)		—		—
Total fair value of derivatives, net	$	(11,316)	$	—	$	(44)


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

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

Schedule of Derivative Impact on Statement of Comprehensive Income


	Year Ended December 31,
	2018				2017
	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	$	(12,810)	$	—	$	(14,336)	$	(70)

Amount and location of net gain or (loss) reclassified from Accumulated OCI to income - effective portion:
Revenue	$	(17,548)	$	—	$	(22,792)	$	—
Interest expense		—		—		—		(115)


	Year Ended December 31,
	2018				2017
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		—		(7,436)		—		1,350

FAIR VALUE (Tables)

12 Months Ended

Dec. 31, 2018

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, 2018 and 2017 (in thousands):

As of December 31, 2018


	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	$	—	$	(11,316)	$	—	$	(11,316)
Fair value hedges		—		(44)		—		(44)
Total net derivative asset (liability)	$	—	$	(11,360)	$	—	$	(11,360)

As of December 31, 2017


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

Schedule of Fair Value Assets and Liabilities

The following is a summary of the Company’s fair value measurements as of December 31, 2018 and 2017 (in thousands):

As of December 31, 2018


	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	$	—	$	(14,836)	$	—
Derivative instruments, net		—		(11,360)		—
Contingent consideration		—		—		(2,363)
Total liabilities	$	—	$	(26,196)	$	(2,363)

As of December 31, 2017


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

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

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,
	2017		Acquisitions		Payments		Adjustments		2018

Welltok	$	399	$	—	$	(399)	$	—	$	—
SCS		—		2,731		—		(368)		2,363
Total	$	399	$	2,731	$	(399)	$	(368)	$	2,363


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

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

INCOME TAXES (Tables)

12 Months Ended

Dec. 31, 2018

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,
	2018		2017		2016
Domestic	$	(13,926)	$	10,909	$	(6,216)
Foreign		70,164		77,978		56,514
Total	$	56,238	$	88,887	$	50,298

Components of Income Tax Expense (Benefit)

The United States recently enacted comprehensive tax reform legislation known as the Tax Cuts and Jobs Act (the "2017 Tax Act") that, among other things, reduces the U.S. federal corporate income tax rate from 35% to 21% and implements a territorial tax system, but imposes an alternative “base erosion and anti-abuse tax” (“BEAT”), and an incremental tax on global intangible low taxed foreign income (“GILTI”) effective January 1, 2018. In addition, the law imposes a one-time mandatory repatriation tax on accumulated post-1986 foreign earnings on domestic corporations effective for the 2017 tax year. As of December 31, 2018, the Company has completed its analysis of the impacts of the 2017 Tax Act within the measurement period in accordance with SAB 118, and no material adjustment was recorded to the 2017 estimate.

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


	Year Ended December 31,
	2018		2017		2016
Current provision for (benefit from)
Federal	$	2,771	$	48,556	$	(373)
State		2,754		99		372
Foreign		18,933		12,643		14,447
Total current provision for (benefit from)		24,458		61,298		14,446
Deferred provision for (benefit from)
Federal		(943)		14,441		(2,390)
State		(138)		707		103
Foreign		(6,894)		1,629		704
Total deferred provision for (benefit from)		(7,975)		16,777		(1,583)
Total provision for (benefit from) income taxes	$	16,483	$	78,075	$	12,863

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,
	2018		2017		2016
Income tax per U.S. federal statutory rate (21%, 35%, 35%)	$	11,810	$	31,110	$	17,605
State income taxes, net of federal deduction		2,003		460		(158)
Change in valuation allowances		2,191		(924)		(129)
Foreign income taxes at different rates than the U.S.		(3,758)		(14,417)		(10,206)
Foreign withholding taxes		785		323		590
Losses in international markets without tax benefits		(68)		1,098		2,474
Nondeductible compensation under Section 162(m)		615		647		104
Liabilities for uncertain tax positions		1,105		1,607		(133)
Permanent difference related to foreign exchange gains		136		142		388
(Income) losses of foreign branch operations		475		(824)		(635)
Non-taxable earnings of noncontrolling interest		(594)		(1,030)		(1,128)
Foreign dividend less foreign tax credits		(1,748)		(4,798)		(4,646)
Decrease (increase) to deferred tax asset - change in tax rate		(1,944)		1,101		443
State income tax credits		19		207		100
Foreign earnings taxed currently in U.S.		3,976		3,143		3,673
Taxes related to prior year filings		(1,659)		(865)		2,554
Taxes related to acquisition accounting		2,110		—		—
Transition tax		—		61,569		—
Other		1,029		(474)		1,967
Income tax per effective tax rate	$	16,483	$	78,075	$	12,863

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,
	2018		2017
Deferred tax assets, gross
Accrued workers compensation, deferred compensation and employee benefits	$	8,724	$	8,597
Allowance for doubtful accounts, insurance and other accruals		3,301		2,197
Amortization of deferred rent liabilities		2,614		2,352
Net operating losses		18,475		17,887
Equity compensation		1,348		1,481
Customer acquisition and deferred revenue accruals		13,894		7,026
Federal and state tax credits, net		549		50
Unrealized losses on derivatives		2,035		3,137
Impairment of equity investment		4,221		—
Other		1,001		1,557
Total deferred tax assets, gross		56,162		44,284
Valuation allowances		(10,867)		(9,526)
Total deferred tax assets, net		45,295		34,758
Deferred tax liabilities
Depreciation and amortization		(15,547)		(12,850)
Contract acquisition costs		(8,519)		(5,331)
Intangible assets		(15,890)		(15,405)
Other		(187)		(446)
Total deferred tax liabilities		(40,143)		(34,032)
Net deferred tax assets	$	5,152	$	726

Valuation Allowance Rollforward

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


	Year Ended December 31,
	2018		2017		2016
Beginning balance	$	9,526	$	9,949	$	10,139
Additions of deferred income tax expense		2,913		2,044		1,914
Reductions of deferred income tax expense		(1,572)		(2,467)		(2,104)
Ending balance	$	10,867	$	9,526	$	9,949

Expiration of Net Operating Loss Carryforwards


2019	$	86
2020		146
2021		91
2022		—
After 2022		12,361
No expiration		5,791
Total	$	18,475

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, 2018 is presented below (in thousands):


Balance as of December 31, 2015	$	2,709
Additions for current year tax positions		826
Reductions in prior year tax positions		(1,153)
Balance as of December 31, 2016		2,382
Additions for current year tax positions		916
Reductions in prior year tax positions		—
Balance as of December 31, 2017		3,298
Additions for current year tax positions		3,600
Reductions in prior year tax positions		(2,114)
Balance as of December 31, 2018	$	4,784

Jurisdictions Open to Income Tax Examination

The following table presents the major tax jurisdictions and tax years that are open as of December 31, 2018 and subject to examination by the respective tax authorities:


Tax Jurisdiction		Tax Year Ended
United States		2015 to present
Australia		2014 to present
Brazil		2013 to present
Canada		2010 to present
Mexico		2013 to present
Philippines		2015 to present

RESTRUCTURING CHARGES, INTEGRATION CHARGES AND IMPAIRMENT (Tables)

12 Months Ended

Dec. 31, 2018

RESTRUCTURING CHARGES AND IMPAIRMENT LOSSES [Abstract]

Schedule of Restructuring Liabilities

Comprehensive Income (Loss) for the years ended December 31, 2018, 2017 and 2016, respectively, is as follows (in thousands):


	Year Ended December 31,
	2018		2017		2016
Reduction in force
Customer Management Services	$	694	$	1,012	$	2,837
Customer Growth Services		—		—		147
Customer Technology Services		—		94		324
Customer Strategy Services		133		55		92
Total	$	827	$	1,161	$	3,400


	Year Ended December 31,
	2018		2017		2016
Facility exit and other charges
Customer Management Services	$	3,550	$	2,050	$	959
Customer Growth Services		1,754		—		—
Customer Technology Services		—		84		33
Customer Strategy Services		—		85		—
Total	$	5,304	$	2,219	$	992

Schedule of Restructuring Liability Rollforward

A rollforward of the activity in the Company’s restructuring accruals for the years ended December 31, 2018 and 2017, respectively, is as follows (in thousands):


	Reduction		Facility Exit and
	in Force		Other Charges		Total

Balance as of December 31, 2016	$	1,468	$	98	$	1,566
Expense		1,316		2,219		3,535
Payments		(1,892)		(908)		(2,800)
Changes due to foreign currency		(43)		—		(43)
Changes in estimates		(155)		—		(155)
Balance as of December 31, 2017		694		1,409		2,103
Expense		1,021		5,303		6,324
Payments		(937)		(3,480)		(4,417)
Changes due to foreign currency		(169)		(6)		(175)
Changes in estimates		(193)		—		(193)
Balance as of December 31, 2018	$	416	$	3,226	$	3,642

DEFERRED REVENUE AND COSTS (Tables)

12 Months Ended

Dec. 31, 2018

DEFERRED REVENUE AND COSTS [ABSTRACT]

Schedule of deferred revenue and costs

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


	December 31,
	2018		2017
Deferred Revenue - Current	$	44,926	$	21,650
Deferred Revenue - Long-term		33,247		9,632
Total Deferred Revenue	$	78,173	$	31,282

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


	December 31,
	2018		2017
Deferred Costs - Current	$	23,539	$	13,649
Deferred Costs - Long-term		34,042		9,654
Total Deferred Costs	$	57,581	$	23,303

Schedule of deferred revenue recognition

Activity in the Company’s Deferred revenue accounts consists of the following (in thousands):


Balance as of December 31, 2017	$	31,282
Additions		155,096
Amortization		(108,205)
Balance as of December 31, 2018	$	78,173

LEASES (Tables)

12 Months Ended

Dec. 31, 2018

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, 2018 are as follows (in thousands):


	Operating		Sub-Lease
	Leases		Income
2019	$	47,379	$	(2,624)
2020		36,045		(2,631)
2021		30,678		(276)
2022		26,584		—
2023		17,226		—
Thereafter		25,362		—
Total	$	183,274	$	(5,531)

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,
	2017		Modifications		Accretion		Settlements		2018

ARO liability total	$	1,938	$	1,153	$	14	$	(623)	$	2,482


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

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

ACCUMULATED OTHER COMPREHENSIVE INCOME (LOSS) (Tables)

12 Months Ended

Dec. 31, 2018

ACCUMULATED OTHER COMPREHENSIVE INCOME (LOSS) [ABSTRACT]

Schedule of accumulated other comprehensive income (loss)

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


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

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

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

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

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

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

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

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

Other comprehensive income (loss) before reclassifications		(30,068)		20,278		712		(9,078)
Amounts reclassified from accumulated other comprehensive income (loss)		—		(12,810)		(404)		(13,214)
Net current period other comprehensive income (loss)		(30,068)		7,468		308		(22,292)

Accumulated other comprehensive income (loss) at December 31, 2018	$	(114,168)	$	(8,278)	$	(2,150)	$	(124,596)

Schedule of reclassifications from Accumulated other comprehensive income (loss)

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


							Statement of
	For the Year Ended December 31,						Comprehensive Income
	2018		2017		2016		(Loss) Classification

Derivative valuation
Loss on foreign currency forward exchange contracts	$	(17,548)	$	(22,792)	$	(28,025)	Revenue
Loss on interest rate swaps		—		(115)		(534)	Interest expense
Tax effect		4,738		8,501		11,809	Provision for income taxes
	$	(12,810)	$	(14,406)	$	(16,750)	Net income (loss)

Other
Actuarial loss on defined benefit plan	$	(446)	$	(522)	$	(1,310)	Cost of services
Tax effect		42		52		129	Provision for income taxes
	$	(404)	$	(470)	$	(1,181)	Net income (loss)

NET INCOME PER SHARE (Tables)

12 Months Ended

Dec. 31, 2018

Net income per share attributable to TTEC stockholders

Schedule of Diluted Shares Calculation

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


	Year Ended December 31,
	2018	2017	2016

Shares used in basic earnings per share calculation	46,064	45,826	47,423
Effect of dilutive securities:
Stock options	6	10	10
Restricted stock units	314	536	286
Performance-based restricted stock units	1	10	17
Total effects of dilutive securities	321	556	313
Shares used in dilutive earnings per share calculation	46,385	46,382	47,736

EMPLOYEE COMPENSATION PLANS (Tables)

12 Months Ended

Dec. 31, 2018

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, 2017	1,290,427	$	27.87
Granted	482,398	$	35.15
Vested	(458,444)	$	27.35
Cancellations/expirations	(172,943)	$	30.38
Unvested as of December 31, 2018	1,141,438	$	30.78

OTHER FINANCIAL INFORMATION (Tables)

12 Months Ended

Dec. 31, 2018

OTHER FINANCIAL INFORMATION [ABSTRACT]

Table of Self Insurance Liabilities


	December 31,
	2018		2017
Employee health and dental insurance	$	3,987	$	5,312
Workers compensation		1,802		1,631
Total self-insurance liabilities	$	5,789	$	6,943

QUARTERLY FINANCIAL DATA (UNAUDITED) (Tables)

12 Months Ended

Dec. 31, 2018

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, 2018 (in thousands except per share amounts).


	First		Second		Third		Fourth
	Quarter		Quarter		Quarter		Quarter

Revenue	$	375,249	$	349,853	$	364,936	$	419,133
Cost of services		283,370		274,260		286,925		313,372
Selling, general and administrative		47,045		44,245		43,321		47,817
Depreciation and amortization		17,924		16,811		17,317		17,127
Restructuring and integration charges, net		849		1,034		2,716		1,532
Impairment losses		1,120		—		—		332
Income from operations		24,941		13,503		14,657		38,953
Other income (expense)		(16,907)		(6,553)		(6,020)		(6,336)
Provision for income taxes		(2,102)		(653)		(1,893)		(11,835)
Non-controlling interest		(1,341)		(779)		(1,369)		(449)
Net income attributable to TTEC stockholders	$	4,591	$	5,518	$	5,375	$	20,333

Weighted average shares outstanding
Basic		45,871		46,016		46,172		46,193
Diluted		46,452		46,401		46,316		46,390

Net income per share attributable to TTEC stockholders
Basic	$	0.10	$	0.12	$	0.12	$	0.44
Diluted	$	0.10	$	0.12	$	0.12	$	0.44

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


	First		Second		Third		Fourth
	Quarter		Quarter		Quarter		Quarter

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

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

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

OVERVIEW AND BASIS OF PRESENTATION (Details)	12 Months Ended
OVERVIEW AND BASIS OF PRESENTATION (Details)	Dec. 31, 2018
Building
Property Plant and Equipment Line Items
Useful life	30 years
Furniture And Fixtures
Property Plant and Equipment Line Items
Useful life	5 years
Leasehold Improvements
Property Plant and Equipment Line Items
Useful life	10 years
Minimum \| Computer Equipment and software
Property Plant and Equipment Line Items
Useful life	3 years
Minimum \| Telephone Equipment
Property Plant and Equipment Line Items
Useful life	4 years
Minimum \| Other
Property Plant and Equipment Line Items
Useful life	3 years
Maximum \| Computer Equipment and software
Property Plant and Equipment Line Items
Useful life	7 years
Maximum \| Telephone Equipment
Property Plant and Equipment Line Items
Useful life	7 years
Maximum \| Other
Property Plant and Equipment Line Items
Useful life	7 years

NEW ACCOUNTING STANDARDS - CUMULATIVE EFFECT OF CHANGES DUE TO ADOPTION OF ASU 2014-09 (TABLES) (Details) - USD ($) $ in Thousands	Dec. 31, 2018	Jan. 01, 2018	Dec. 31, 2017
ASSETS.
Prepaids and other current assets	$ 88,487	$ 74,768	$ 63,971
Deferred tax assets, net, noncurrent	15,523	16,018	12,012
LIABILITIES.
Deferred revenue	44,926	46,435	21,650
Retained earnings	$ 725,551	711,682	$ 721,664
Adjustment
ASSETS.
Prepaids and other current assets		10,797
Deferred tax assets, net, noncurrent		4,006
LIABILITIES.
Deferred revenue		24,785
Retained earnings		$ (9,982)

NEW ACCOUNTING STANDARDS (TABLES) (Details) - USD ($) $ in Thousands		3 Months Ended								12 Months Ended
	Dec. 31, 2018	Dec. 31, 2018	Sep. 30, 2018	Jun. 30, 2018	Mar. 31, 2018	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016	Jan. 01, 2018
Income Statement [Abstract]
Provision for income taxes		$ 11,835	$ 1,893	$ 653	$ 2,102	$ 69,016	$ 2,071	$ 1,597	$ 5,391	$ 16,483	$ 78,075	$ 12,863
Net income										39,755	10,812	$ 37,435
ASSETS.
Prepaids and other current assets	$ 88,487	88,487				63,971				88,487	63,971		$ 74,768
Deferred tax assets, net, noncurrent	15,523	15,523				12,012				15,523	12,012		16,018
Liabilities.
Deferred revenue	44,926	44,926				21,650				44,926	21,650		46,435
Equity [Abstract]
Retained earnings	725,551	725,551				$ 721,664				$ 725,551	$ 721,664		$ 711,682
Revenue, Practical Expedient, Financing Component [true false]										true
Revenue, Remaining Performance Obligation, Optional Exemption, Performance Obligation [true false]										true
Before Adoption
Income Statement [Abstract]
Revenue.	1,500,171
Cost of services	1,153,299
Provision for income taxes	15,215
Net income	36,651
ASSETS.
Prepaids and other current assets	82,319	82,319								$ 82,319
Deferred tax assets, net, noncurrent	12,708	12,708								12,708
Liabilities.
Deferred revenue	29,140	29,140								29,140
Equity [Abstract]
Retained earnings	732,354	732,354								732,354
Adjustment
Income Statement [Abstract]
Revenue.	9,000
Cost of services	4,628
Provision for income taxes	1,268
Net income	3,104
ASSETS.
Prepaids and other current assets	6,168	6,168								6,168
Deferred tax assets, net, noncurrent	2,815	2,815								2,815
Liabilities.
Deferred revenue	15,786	15,786								15,786
Equity [Abstract]
Retained earnings	(6,803)	(6,803)								(6,803)
ASU 2014-09
Income Statement [Abstract]
Revenue.	1,509,171
Cost of services	1,157,927
Provision for income taxes	16,483
Net income	39,755
ASSETS.
Prepaids and other current assets	88,487	88,487								88,487
Deferred tax assets, net, noncurrent	15,523	15,523								15,523
Liabilities.
Deferred revenue	44,926	44,926								44,926
Equity [Abstract]
Retained earnings	$ 725,551	$ 725,551								$ 725,551

OVERVIEW AND BASIS OF PRESENTATION (NARRATIVE) (Details) $ in Millions	Dec. 31, 2018 USD ($) employee
Consolidation, Less than Wholly Owned Subsidiary, Parent Ownership Interest, Effects of Changes, Net [Line Items]
Number of employees \| employee	52,400
Deferred sales commission \| $	$ 8.2
Percepta LLC
Consolidation, Less than Wholly Owned Subsidiary, Parent Ownership Interest, Effects of Changes, Net [Line Items]
ownership percentage	55.00%
Motif [Member]
Consolidation, Less than Wholly Owned Subsidiary, Parent Ownership Interest, Effects of Changes, Net [Line Items]
ownership percentage	100.00%

OVERVIEW AND BASIS OF PRESENTATION 2 (NARRATIVE) (Details) - USD ($) $ in Thousands	3 Months Ended								12 Months Ended
	Dec. 31, 2018	Sep. 30, 2018	Jun. 30, 2018	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Mar. 31, 2016	Dec. 31, 2015	Dec. 31, 2014	Dec. 31, 2013	Dec. 31, 2012	Dec. 31, 2011
Error Corrections and Prior Period Adjustments Restatement [Line Items]
Tax Adjustments, Settlements, and Unusual Provisions	$ 3,000	$ 200	$ 500	$ 300	$ 200	$ 700	$ 300
Tax Authorities
Error Corrections and Prior Period Adjustments Restatement [Line Items]
Tax Adjustments, Settlements, and Unusual Provisions								$ 1,100	$ 301	$ 358	$ 137	$ 123	$ 180

ACQUISITIONS ASSETS ACQUIRED (TABLES) (Details) - USD ($)	Dec. 31, 2018	Apr. 30, 2018	Mar. 31, 2018	Dec. 31, 2017	Nov. 08, 2017	Apr. 03, 2017	Dec. 31, 2016
Business Acquisition [Line Items]
Total deferred tax assets, net	$ 45,295,000			$ 34,758,000
Goodwill	204,633,000			209,727,000			$ 132,681,000
Accrued employee compensation and benefits	$ 83,437,000			$ 84,830,000
SCS
Business Acquisition [Line Items]
Cash		$ 4,530,000
Accounts receivable.		985,000
Prepaid Expenses		39,000
Goodwill		1,231,000
Total assets acquired		10,404,000
Accounts payable		216,000
Accrued employee compensation and benefits		27,000
Accrued expenses		21,000
Deferred tax liabilities		629,000
Total liabilities assumed		893,000
Total purchase price		9,511,000
SCS \| Customer Relationships [Member]
Business Acquisition [Line Items]
Intangible assets		$ 3,619,000
BH
Business Acquisition [Line Items]
Total purchase price			$ 1
Motif [Member]
Business Acquisition [Line Items]
Cash					$ 5,997,000
Accounts receivable.					5,187,000
Prepaid Expenses					1,248,000
Other assets					670,000
Property, plant and equipment.					2,182,000
Income Taxes Receivable					1,691,000
Goodwill					39,147,000
Total assets acquired					93,322,000
Accounts payable					2,789,000
Accrued employee compensation and benefits					5,249,000
Accrued expenses					104,000
Deferred tax liabilities					11,402,000
Deferred revenue.					340,000
Total liabilities assumed					19,884,000
Total purchase price					73,438,000
Motif [Member] \| Customer Relationships [Member]
Business Acquisition [Line Items]
Intangible assets					$ 37,200,000
Connextions
Business Acquisition [Line Items]
Accounts receivable.						$ 15,959,000
Prepaid Expenses						241,000
Other assets						51,000
Property, plant and equipment.						7,594,000
Goodwill						35,272,000
Total assets acquired						94,117,000
Accounts payable						1,000
Accrued employee compensation and benefits						346,000
Accrued expenses						386,000
Deferred tax liabilities						15,273,000
Deferred revenue.						399,000
Total liabilities assumed						16,405,000
Total purchase price						77,712,000
Connextions \| Customer Relationships [Member]
Business Acquisition [Line Items]
Intangible assets						$ 35,000,000

ACQUISITIONS AND DIVESTITURES (NARRATIVE) (Details) £ in Millions						3 Months Ended	12 Months Ended
	Apr. 30, 2018 GBP (£)	Apr. 30, 2018 USD ($)	Mar. 31, 2018 USD ($)	Nov. 08, 2017 USD ($)	Apr. 03, 2017 USD ($)	Sep. 30, 2017 USD ($)	Dec. 31, 2018 USD ($)	Dec. 31, 2017 USD ($)	Apr. 30, 2018 USD ($)	Dec. 31, 2016 USD ($)
Business Acquisition [Line Items]
Other liabilities, noncurrent							$ 126,532,000	$ 95,243,000
Contingent Consideration, at fair value							2,363,000	399,000		$ 1,808,000
Revenue of Acquirees since Acquisition Date, Actual							190,100,000	100,300,000
Income (loss) from operations of Acquirees since Acquisition Date, Actual							5,000,000	(4,200,000)
Acquired intangible amortization of acquirees since acquisition							6,500,000	2,600,000
Business Acquisition, Pro Forma Revenue							1,513,200,000	1,560,100,000
Business Acquisition, Pro Forma Income (Loss) from Continuing Operations, Net of Tax							36,300,000	13,600,000
SCS
Business Acquisition [Line Items]
Date of Acquisition	Apr. 30, 2018	Apr. 30, 2018
Description of Acquired Entity	Strategic Communications Services, Ltd ("SCS"). SCS provides services as a system integrator for multichannel contact center platforms, including CISCO. The Company offers in-house, managed and outsourced network, information, communications and contact center services to leading brands throughout Europe. This business has been integrated into the Company's CTS segment.	Strategic Communications Services, Ltd ("SCS"). SCS provides services as a system integrator for multichannel contact center platforms, including CISCO. The Company offers in-house, managed and outsourced network, information, communications and contact center services to leading brands throughout Europe. This business has been integrated into the Company's CTS segment.
Payments to Acquire Businesses		$ 6,100,000
Total purchase price									$ 9,511,000
Future Value of Liabilities Incurred From Business Acquisitions									2,900,000
Contingent Consideration, at fair value							2,363,000	$ 0	4,100,000
Contingent Consideration, at Fair Value, Current Portion									$ 2,700,000
SCS \| Discount Rate
Business Acquisition [Line Items]
Business combination contingent consideration measurement input	4.7								4.7
SCS \| Other Noncurrent Liabilities [Member]
Business Acquisition [Line Items]
Contingent Consideration, at Fair Value, Current Portion							2,400,000
SCS \| United Kingdom, Pounds
Business Acquisition [Line Items]
Payments to Acquire Businesses \| £	£ 4.4
Contingent Consideration, at fair value \| £	£ 3.0
SCS \| Customer Relationships [Member]
Business Acquisition [Line Items]
Acquired Finite-lived Intangible Assets, Weighted Average Useful Life	10 years	10 years
BH
Business Acquisition [Line Items]
Date of Acquisition			Mar. 31, 2018
Description of Acquired Entity			On March 31, 2018, the Company, through its subsidiary Percepta, acquired certain assets from Berkshire Hathaway Specialty Concierge, LLC ("BH") related to a customer engagement center and the related customer contracts. This acquisition is being accounted for as a business combination. These assets will be integrated into the Company's CMS segment.
Total purchase price			$ 1
BH \| Customer Relationships [Member]
Business Acquisition [Line Items]
Fair Value of Assets Acquired			257,000
BH \| Lease Agreements [Member]
Business Acquisition [Line Items]
Fair Value of Assets Acquired			330,000
BH \| Fixed Assets
Business Acquisition [Line Items]
Fair Value of Assets Acquired			$ 98,000
Motif [Member]
Business Acquisition [Line Items]
Date of Acquisition				Nov. 08, 2017
Percentage of Voting Interests Acquired				70.00%
Description of Acquired Entity				Motif, Inc., a California corporation ("Motif"). Motif is a digital fraud prevention and detection, and content moderation services company serving eCommerce marketplaces, online retailers, travel agencies and financial services companies. Motif provides omni-channel community moderation services via voice, email and chat from delivery centers in India and the Philippines via approximately 2,700 employees
Contingent Consideration Arrangements, Basis for Amount				The Company also agreed to purchase the remaining 30% interest in Motif from Motif's founders ("Founders' Shares") no later than May 2020 ("30% buyout period"). The Company agreed to pay for the Founders' Shares at a purchase price to be determined on Motif's fiscal year 2020's adjusted normalized EBITDA, $5.0 million in cash, and 30% of the excess cash present in the business at the time of the buyout; or if the buyout occurs prior to May 2020, based on the trailing twelve months EBITDA, calculated from the most recently completed full monthly period ending prior to the date of the buyout triggering event, $5.0 million in cash, and 30% of the excess cash in the business at that point.
Payments to Acquire Businesses				$ 46,800,000
Total purchase price				$ 73,438,000
Other liabilities, noncurrent							$ 37,800,000
Motif [Member] \| Customer Relationships [Member]
Business Acquisition [Line Items]
Acquired Finite-lived Intangible Assets, Weighted Average Useful Life				11 years
Connextions
Business Acquisition [Line Items]
Date of Acquisition					Apr. 03, 2017
Description of Acquired Entity					Connextions, Inc., a health care customer service provider company, from OptumHealth Holdings, LLC. Connextions has been integrated into the health care vertical of the CMS segment of the Company. Connextions employed approximately 2,000 at several centers in the U.S.
Payments to Acquire Businesses					$ 80,000,000
Total purchase price					$ 77,712,000
Payments for Previous Acquisition						$ 1,800,000
Proceeds from Previous Acquisition						$ 4,100,000
Connextions \| Customer Relationships [Member]
Business Acquisition [Line Items]
Acquired Finite-lived Intangible Assets, Weighted Average Useful Life					12 years

ACQUISITIONS AND DIVESTITURES 3 (NARRATIVE) (Details) - USD ($) $ in Thousands	3 Months Ended		12 Months Ended
	Mar. 31, 2017	Dec. 31, 2016	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016	Mar. 31, 2018
Business Acquisition [Line Items]
Investments in non-marketable equity investments			$ 2,119	$ 1,384	$ 3,179
CafeX [Member]
Business Acquisition [Line Items]
Equity Method Investment, Ownership Percentage			17.20%	17.20%
Investments in non-marketable equity investments	$ 1,100	$ 4,300
Bridge Loan						$ 2,100
Bridge loan stated interest rate						12.00%

ACQUISITIONS AND DIVESTITURES 4 (NARRATIVE) (Details) - USD ($) $ in Thousands		3 Months Ended								12 Months Ended
	Jun. 30, 2017	Dec. 31, 2018	Sep. 30, 2018	Jun. 30, 2018	Mar. 31, 2018	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
Business Acquisition [Line Items]
Gain on sale of business						$ 600				$ 0	$ 908	$ 0
Impairment losses		$ 332	$ 0	$ 0	$ 1,120	$ 5,322	$ 0	$ 0	$ 0	1,452	5,322	32,050
Proceeds from sale of business										0	636	0
Other nonoperating income expense										$ (11,618)	$ 1,869	$ 6,855
Technology Solutions Group [Member]
Business Acquisition [Line Items]
Gain on sale of business		$ 300						30
Impairment losses								$ 700
Proceeds from sale of business	$ 250						141
Customer Technology Services [Member] \| TeleTech Spain Holdings SL [Member]
Business Acquisition [Line Items]
Other nonoperating income expense							$ 3,200

SEGMENT INFORMATION (SEGMENT FINANCIALS) (Details) - USD ($) $ in Thousands	3 Months Ended								12 Months Ended
	Dec. 31, 2018	Sep. 30, 2018	Jun. 30, 2018	Mar. 31, 2018	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
Segment Reporting Information [Line Items]
Net Revenue	$ 419,133	$ 364,936	$ 349,853	$ 375,249	$ 426,623	$ 359,036	$ 353,429	$ 338,277	$ 1,509,171	$ 1,477,365	$ 1,275,258
Depreciation and amortization	17,127	17,317	16,811	17,924	17,234	16,515	16,258	14,500	69,179	64,507	68,675
Income (Loss) from Operations	38,953	$ 14,657	$ 13,503	$ 24,941	36,610	$ 15,800	$ 21,589	$ 26,490	92,054	100,489	52,752
Capital Expenditures									43,450	51,958	50,832
Total Assets	1,054,508				1,078,736				1,054,508	1,078,736	846,304
Goodwill	204,633				209,727				204,633	209,727	132,681
Operating Segments
Segment Reporting Information [Line Items]
Net Revenue									1,509,516	1,477,721	1,276,198
Intersegment Eliminations
Segment Reporting Information [Line Items]
Net Revenue									(345)	(356)	(940)
Customer Management Services [Member]
Segment Reporting Information [Line Items]
Net Revenue									1,129,048	1,141,760	924,325
Depreciation and amortization									57,864	52,193	48,770
Income (Loss) from Operations									49,161	78,206	50,541
Capital Expenditures									38,617	48,069	40,321
Total Assets	788,550				869,594				788,550	869,594	585,679
Goodwill	114,036				119,497				114,036	119,497	42,589
Customer Management Services [Member] \| Operating Segments
Segment Reporting Information [Line Items]
Net Revenue									1,129,048	1,141,779	924,654
Customer Management Services [Member] \| Intersegment Eliminations
Segment Reporting Information [Line Items]
Net Revenue									0	(19)	(329)
Customer Growth Services [Member]
Segment Reporting Information [Line Items]
Net Revenue									141,324	128,698	141,005
Depreciation and amortization									2,501	2,959	5,905
Income (Loss) from Operations									9,839	7,803	6,969
Capital Expenditures										871	4,185
Total Assets	42,981				41,036				42,981	41,036	71,540
Goodwill	24,439				24,439				24,439	24,439	24,439
Customer Growth Services [Member] \| Operating Segments
Segment Reporting Information [Line Items]
Net Revenue									141,324	128,698	141,005
Customer Growth Services [Member] \| Intersegment Eliminations
Segment Reporting Information [Line Items]
Net Revenue									0	0	0
Customer Technology Services [Member]
Segment Reporting Information [Line Items]
Net Revenue									170,214	138,581	141,254
Depreciation and amortization									7,002	7,092	10,645
Income (Loss) from Operations									26,634	12,047	933
Capital Expenditures									3,957	2,308	5,217
Total Assets	162,222				100,351				162,222	100,351	115,537
Goodwill	41,979				40,839				41,979	40,839	41,500
Customer Technology Services [Member] \| Operating Segments
Segment Reporting Information [Line Items]
Net Revenue									170,559	138,918	141,865
Customer Technology Services [Member] \| Intersegment Eliminations
Segment Reporting Information [Line Items]
Net Revenue									(345)	(337)	(611)
Customer Strategy Services [Member]
Segment Reporting Information [Line Items]
Net Revenue									68,585	68,326	68,674
Depreciation and amortization									1,812	2,263	3,355
Income (Loss) from Operations									6,420	2,433	(5,691)
Capital Expenditures									876	710	1,109
Total Assets	60,755				67,755				60,755	67,755	73,548
Goodwill	$ 24,179				$ 24,952				24,179	24,952	24,153
Customer Strategy Services [Member] \| Operating Segments
Segment Reporting Information [Line Items]
Net Revenue									68,585	68,326	68,674
Customer Strategy Services [Member] \| Intersegment Eliminations
Segment Reporting Information [Line Items]
Net Revenue									$ 0	$ 0	$ 0

SEGMENT INFORMATION (REVENUE GEOGRAPHY) (Details) - USD ($) $ in Thousands	3 Months Ended								12 Months Ended
	Dec. 31, 2018	Sep. 30, 2018	Jun. 30, 2018	Mar. 31, 2018	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
Revenues from External Customers and Long-Lived Assets [Line Items]
Revenues	$ 419,133	$ 364,936	$ 349,853	$ 375,249	$ 426,623	$ 359,036	$ 353,429	$ 338,277	$ 1,509,171	$ 1,477,365	$ 1,275,258
Property, plant and equipment, gross	728,009				730,028				728,009	730,028	677,318
Other long-term assets	65,441				59,157				65,441	59,157	47,520
United States [Member]
Revenues from External Customers and Long-Lived Assets [Line Items]
Revenues									862,026	820,597	693,023
Property, plant and equipment, gross	508,202				490,110				508,202	490,110	441,222
Other long-term assets	56,459				46,029				56,459	46,029	36,442
Philippines [Member]
Revenues from External Customers and Long-Lived Assets [Line Items]
Revenues									351,829	353,122	351,853
Property, plant and equipment, gross	130,176				137,683				130,176	137,683	133,214
Other long-term assets	5,188				7,753				5,188	7,753	8,194
Latin America [Member]
Revenues from External Customers and Long-Lived Assets [Line Items]
Revenues									109,104	130,082	122,347
Property, plant and equipment, gross	44,065				51,451				44,065	51,451	50,605
Other long-term assets	1,329				1,475				1,329	1,475	1,161
Europe Middle East Africa [Member]
Revenues from External Customers and Long-Lived Assets [Line Items]
Revenues									67,163	62,597	65,866
Property, plant and equipment, gross	10,499				10,280				10,499	10,280	8,805
Other long-term assets	544				750				544	750	1,099
Canada [Member]
Revenues from External Customers and Long-Lived Assets [Line Items]
Revenues									61,071	74,252	13,950
Property, plant and equipment, gross	15,193				15,912				15,193	15,912	19,988
Other long-term assets	241				324				241	324	514
Asia Pacific India[ Member]
Revenues from External Customers and Long-Lived Assets [Line Items]
Revenues									57,978	36,715	28,219
Property, plant and equipment, gross	19,874				24,592				19,874	24,592	23,484
Other long-term assets	$ 1,680				$ 4,326				$ 1,680	$ 4,326	$ 110

ACCOUNTS RECEIVABLE (SCHEDULE OF ACCOUNTS RECEIVABLE) (Details) - USD ($) $ in Thousands	Dec. 31, 2018	Dec. 31, 2017
ACCOUNTS RECEIVABLE AND SIGNIFICANT CLIENTS [Abstract]
Accounts receivable	$ 355,107	$ 392,823
Less: Allowance for doubtful accounts	(4,145)	(921)
Accounts Receivable, Net, Current, Total	$ 350,962	$ 391,902

ACCOUNTS RECEIVABLE (SCHEDULE OF CHANGE IN ALLOWANCE) (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
ACCOUNTS RECEIVABLE AND SIGNIFICANT CLIENTS [Abstract]
Balance, beginning of year	$ 921	$ 662	$ 2,176
Provision for doubtful accounts	3,679	458	1,164
Uncollectible receivables written-off	(429)	(180)	(2,670)
Effect of foreign currency	(26)	(19)	(8)
Balance, end of year	$ 4,145	$ 921	$ 662

ACCOUNTS RECEIVABLE (SIGNIFICANT CLIENTS TABLE) (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
Concentration Risk, Percentage of Revenue from Major Customer
Accounts receivable, net	$ 350,962	$ 391,902
Revenue \| Customer Concentration Risk \| Healthcare client
Concentration Risk, Percentage of Revenue from Major Customer
Concentration risk percentage	10.00%	7.00%	4.00%
Revenue \| Customer Concentration Risk \| Telecommunications client
Concentration Risk, Percentage of Revenue from Major Customer
Concentration risk percentage	7.00%	9.00%	10.00%
Accounts Receivable \| Credit Concentration Risk \| Healthcare client
Concentration Risk, Percentage of Revenue from Major Customer
Accounts receivable, net	$ 49,245	$ 56,802	$ 22,414
Accounts Receivable \| Credit Concentration Risk \| Telecommunications client
Concentration Risk, Percentage of Revenue from Major Customer
Accounts receivable, net	$ 19,329	$ 27,111	$ 28,080

PROPERTY PLANT AND EQUIPMENT (PPE BREAKOUT BY TYPE TABLE) (Details) - USD ($) $ in Thousands	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
Property Plant and Equipment Line Items
Property, plant and equipment, gross	$ 728,009	$ 730,028	$ 677,318
Less: Accumulated depreciation and amortization	(566,486)	(566,682)
Property, Plant and Equipment, Net, Total	161,523	163,346
Land And Building [Member]
Property Plant and Equipment Line Items
Property, plant and equipment, gross	33,286	38,858
Technology Equipment [Member]
Property Plant and Equipment Line Items
Property, plant and equipment, gross	411,653	390,944
Equipment [Member]
Property Plant and Equipment Line Items
Property, plant and equipment, gross	45,351	46,521
Furniture And Fixtures
Property Plant and Equipment Line Items
Property, plant and equipment, gross	74,538	76,860
Leasehold Improvements
Property Plant and Equipment Line Items
Property, plant and equipment, gross	161,960	176,467
Vehicles [Member]
Property Plant and Equipment Line Items
Property, plant and equipment, gross	90	158
Construction In Progress [Member]
Property Plant and Equipment Line Items
Property, plant and equipment, gross	$ 1,131	$ 220

PROPERTY PLANT AND EQUIPMENT (NARRATIVE) (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
Depreciation and amortization expense for property, plant and equipment	$ 58,400	$ 57,000	$ 59,100
Property, plant and equipment, net	161,523	163,346
Software Development [Member]
Property, plant and equipment, net	$ 11,200	$ 8,500

GOODWILL (GOODWILL ROLLFORWARD) (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2018	Dec. 31, 2017
Goodwill [Line Items]
Beginning balance, goodwill	$ 209,727	$ 132,681
Acquisitions / Adjustments	1,107	(73,273)
Effect of Foreign Currency	(6,201)	3,773
Ending balance, goodwill	204,633	209,727
Customer Management Services [Member]
Goodwill [Line Items]
Beginning balance, goodwill	119,497	42,589
Acquisitions / Adjustments	(125)	(73,934)
Effect of Foreign Currency	(5,336)	2,974
Ending balance, goodwill	114,036	119,497
Customer Growth Services [Member]
Goodwill [Line Items]
Beginning balance, goodwill	24,439	24,439
Acquisitions / Adjustments	0	0
Ending balance, goodwill	24,439	24,439
Customer Technology Services [Member]
Goodwill [Line Items]
Beginning balance, goodwill	40,839	41,500
Acquisitions / Adjustments	1,232	661
Effect of Foreign Currency	(92)
Ending balance, goodwill	41,979	40,839
Customer Strategy Services [Member]
Goodwill [Line Items]
Beginning balance, goodwill	24,952	24,153
Acquisitions / Adjustments	0	0
Effect of Foreign Currency	(773)	799
Ending balance, goodwill	$ 24,179	$ 24,952

GOODWILL (NARRATIVE) (Details) - USD ($) $ in Thousands		3 Months Ended									12 Months Ended
GOODWILL (NARRATIVE) (Details) - USD ($) $ in Thousands	Dec. 31, 2018	Dec. 31, 2018	Sep. 30, 2018	Jun. 30, 2018	Mar. 31, 2018	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Dec. 31, 2016	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
ValuationAllowanceForImpairmentOfRecognizedServicingAssetsLineItems
Goodwill	$ 204,633	$ 204,633				$ 209,727				$ 132,681	$ 204,633	$ 209,727	$ 132,681
Goodwill, Impaired, Method for Fair Value Determination	The process of evaluating the fair value of the reporting units is highly subjective and requires significant judgment and estimates as the reporting units operate in a number of markets and geographical regions. The Company used a market approach and an income approach to determine our best estimates of fair value which incorporated the following significant assumptions:Revenue projections, including revenue growth during the forecast periods ranging from (23.9)% to 32.2%;EBITDA margin projections held relatively flat over the forecast periods ranging from 10.5% to 20.0%;Estimated income tax rates of 26.0% to 27.6%;Estimated capital expenditures ranging from $0.8 million to $47.5 million; andDiscount rates ranging from 10% to 14.5% 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		332	$ 0	$ 0	$ 1,120	5,322	$ 0	$ 0	$ 0		1,452	5,322	32,050
Customer Management Services [Member]
ValuationAllowanceForImpairmentOfRecognizedServicingAssetsLineItems
Goodwill	$ 114,036	114,036				119,497				42,589	114,036	119,497	42,589
Customer Strategy Services [Member]
ValuationAllowanceForImpairmentOfRecognizedServicingAssetsLineItems
Goodwill	24,179	24,179				24,952				24,153	24,179	24,952	24,153
Customer Growth Services [Member]
ValuationAllowanceForImpairmentOfRecognizedServicingAssetsLineItems
Goodwill	24,439	24,439				24,439				24,439	24,439	24,439	24,439
Customer Technology Services [Member]
ValuationAllowanceForImpairmentOfRecognizedServicingAssetsLineItems
Goodwill	$ 41,979	$ 41,979				$ 40,839				41,500	$ 41,979	$ 40,839	$ 41,500
Humanify - reporting unit \| Customer Management Services [Member]
ValuationAllowanceForImpairmentOfRecognizedServicingAssetsLineItems
Goodwill, Impaired, Method for Fair Value Determination	For the goodwill impairment analysis, the Company calculated the fair value of the Humanify reporting unit and compared that to the updated carrying value and determined that the fair value was not in excess of its carrying value. Key assumptions used in the fair value calculation for goodwill impairment testing include, but are not limited to, revenue growth of approximately $300 thousand to $1 million per year through 2027, a perpetual growth rate of 3%, a discount rate of 16.75%, and negative EBITDA through 2020 growing to a 15.6% EBITDA for the terminal year
Impairment losses										1,400
Humanify - reporting unit \| Customer Management Services [Member] \| Other Intangible Assets [Member]
ValuationAllowanceForImpairmentOfRecognizedServicingAssetsLineItems
Impairment losses										$ 10,800

OTHER INTANGIBLE ASSETS (SCHEDULE OF INTANGIBLE ASSETS TABLE) (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2018	Dec. 31, 2017
Finite Lived And Indefinite Lived Intangible Assets [Line Items]
Beginning balance, accumulated amortization of other intangible assets	$ 93,085	$ 31,868
Amortization	(10,758)	(7,467)
Impairments		(8,983)
Acquisitions and Adjustments	3,159	76,013
Effect of Foreign Currency	(4,575)	1,654
Ending balance, accumulated amortization of other intangible assets	80,911	93,085
Customer Relationships [Member]
Finite Lived And Indefinite Lived Intangible Assets [Line Items]
Beginning balance, accumulated amortization of other intangible assets	127,431	53,402
Amortization	0
Impairments		(6,120)
Acquisitions and Adjustments	1,956	78,320
Effect of Foreign Currency	(5,860)	1,829
Ending balance, accumulated amortization of other intangible assets	123,527	127,431
Customer Relationships Accumulated Amortization [Member]
Finite Lived And Indefinite Lived Intangible Assets [Line Items]
Beginning balance, accumulated amortization of other intangible assets	(35,217)	(27,810)
Amortization	(10,546)	(7,213)
Impairments accumulated amortization		3,230
Acquisitions and Adjustments	1,203	(3,230)
Effect of Foreign Currency	1,337	(194)
Ending balance, accumulated amortization of other intangible assets	(43,223)	(35,217)
Other Intangible Assets [Member]
Finite Lived And Indefinite Lived Intangible Assets [Line Items]
Beginning balance, accumulated amortization of other intangible assets	4,784	4,589
Amortization	0
Impairments		(3,701)
Acquisitions and Adjustments		3,852
Effect of Foreign Currency	(209)	44
Ending balance, accumulated amortization of other intangible assets	4,575	4,784
Other Intangible Assets Accumulated Amortization [Member]
Finite Lived And Indefinite Lived Intangible Assets [Line Items]
Beginning balance, accumulated amortization of other intangible assets	(3,913)	(3,978)
Amortization	(212)	(254)
Impairments accumulated amortization		2,930
Acquisitions and Adjustments		(2,929)
Effect of Foreign Currency	157	318
Ending balance, accumulated amortization of other intangible assets	$ (3,968)	(3,913)
Trade Names [Member]
Finite Lived And Indefinite Lived Intangible Assets [Line Items]
Beginning balance, accumulated amortization of other intangible assets		5,665
Impairments		(5,322)
Effect of Foreign Currency		$ (343)
Ending balance, accumulated amortization of other intangible assets

OTHER INTANGIBLE ASSETS (FUTURE AMORTIZATION EXPENSE TABLE) (Details) $ in Thousands	Dec. 31, 2018 USD ($)
OTHER INTANGIBLE ASSETS [Abstract]
2019	$ 10,557
2020	9,341
2021	8,840
2022	8,156
2023	7,619
Thereafter	36,398
Total, finite lived intangible assets	$ 80,911

OTHER INTANGIBLE ASSETS (NARRATIVE) (Details) - USD ($)	3 Months Ended								12 Months Ended
OTHER INTANGIBLE ASSETS (NARRATIVE) (Details) - USD ($)	Dec. 31, 2018	Sep. 30, 2018	Jun. 30, 2018	Mar. 31, 2018	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
Weighted Average Useful Life [Line Items]
Amortization expense related to intangible assets									$ 10,758,000	$ 7,467,000
Impairment losses	$ 332,000	$ 0	$ 0	$ 1,120,000	$ 5,322,000	$ 0	$ 0	$ 0	1,452,000	5,322,000	$ 32,050,000
CSS - component held-for-sale
Weighted Average Useful Life [Line Items]
Amortization expense related to intangible assets									10,800,000	$ 7,500,000	$ 9,500,000
Customer Relationships [Member]
Weighted Average Useful Life [Line Items]
Amortization expense related to intangible assets									$ 0
Customer Relationships [Member] \| CSS - component held-for-sale
Weighted Average Useful Life [Line Items]
Weighted average useful life of intangible assets									8 years 2 months 12 days
Trade Names [Member] \| CTS - eLoyalty
Weighted Average Useful Life [Line Items]
Impairment of Intangible Assets, Finite-lived					0
Impairment losses					3,300,000
Trade Names [Member] \| CSS - PRG
Weighted Average Useful Life [Line Items]
Impairment losses					$ 2,000,000
Other Intangible Assets [Member]
Weighted Average Useful Life [Line Items]
Amortization expense related to intangible assets									$ 0
Other Intangible Assets [Member] \| CSS - component held-for-sale
Weighted Average Useful Life [Line Items]
Weighted average useful life of intangible assets									4 years 7 months 6 days

DERIVATIVES (OCI ROLLFORWARD) (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
DERIVATIVES [ABSTRACT]
Aggregate unrealized net gain/(loss) at beginning of year	$ (15,746)	$ (32,393)	$ (26,885)
Add: Net gain/(loss) from change in fair value of cash flow hedges	20,278	31,053	11,242
Less: Net (gain)/loss reclassified to earnings from effective hedges	(12,810)	(14,406)	(16,750)
Aggregate unrealized net gain/(loss) at end of period	$ (8,278)	$ (15,746)	$ (32,393)

DERIVATIVES (NOTIONAL TABLE) (Details) - Foreign Exchange Forward ₱ in Thousands, $ in Thousands, $ in Thousands	Dec. 31, 2018 PHP (₱)	Dec. 31, 2018 MXN ($)	Dec. 31, 2018 USD ($)	Dec. 31, 2017 PHP (₱)	Dec. 31, 2017 MXN ($)	Dec. 31, 2017 USD ($)
Derivative [Line Items]
Notional Amount			$ 188,665			$ 313,506
PHP
Derivative [Line Items]
Notional Amount	₱ 6,710,000		$ 130,957	₱ 10,685,000		219,917
% Maturing in the Next 12 Months	60.70%	60.70%	60.70%
MXN
Derivative [Line Items]
Notional Amount		$ 1,091,500	$ 57,708		$ 1,609,000	$ 93,589
% Maturing in the Next 12 Months	53.00%	53.00%	53.00%

DERIVATIVES (BALANCE SHEET CLASSIFICATION) (Details) - Foreign Exchange [Member] - USD ($) $ in Thousands	Dec. 31, 2018	Dec. 31, 2017
Designated as Hedging Instruments [Member] \| Cash Flow [Member]
Derivatives, Fair Value [Line Items]
Total net derivative asset (liability)	$ (11,316)	$ (26,256)
Designated as Hedging Instruments [Member] \| Cash Flow [Member] \| Prepaids And Other Current Assets [Member]
Derivatives, Fair Value [Line Items]
Total net derivative asset (liability)	814	220
Designated as Hedging Instruments [Member] \| Cash Flow [Member] \| Other assets [Member]
Derivatives, Fair Value [Line Items]
Total net derivative asset (liability)	215	393
Designated as Hedging Instruments [Member] \| Cash Flow [Member] \| Other Current Liabilities [Member]
Derivatives, Fair Value [Line Items]
Total net derivative asset (liability)	(8,861)	(15,603)
Designated as Hedging Instruments [Member] \| Cash Flow [Member] \| Other long-term liabilities
Derivatives, Fair Value [Line Items]
Total net derivative asset (liability)	(3,484)	(11,266)
Not Designated as Hedging Instruments [Member] \| Fair Value [Member]
Derivatives, Fair Value [Line Items]
Total net derivative asset (liability)	(44)	1,470
Not Designated as Hedging Instruments [Member] \| Fair Value [Member] \| Prepaids And Other Current Assets [Member]
Derivatives, Fair Value [Line Items]
Total net derivative asset (liability)	60	1,603
Not Designated as Hedging Instruments [Member] \| Fair Value [Member] \| Other Current Liabilities [Member]
Derivatives, Fair Value [Line Items]
Total net derivative asset (liability)	$ (104)	$ (133)

DERIVATIVES (INCOME STATEMENT CLASSIFICATION) (Details) - USD ($) $ in Thousands	3 Months Ended								12 Months Ended
	Dec. 31, 2018	Sep. 30, 2018	Jun. 30, 2018	Mar. 31, 2018	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
Derivative Instruments, Gain (Loss) [Line Items]
Revenues	$ 419,133	$ 364,936	$ 349,853	$ 375,249	$ 426,623	$ 359,036	$ 353,429	$ 338,277	$ 1,509,171	$ 1,477,365	$ 1,275,258
Interest Expense.									28,674	13,734	7,943
Other nonoperating income expense									(11,618)	1,869	$ 6,855
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:									(12,810)	(14,336)
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									(17,548)	(22,792)
Designated as Hedging Instruments [Member] \| Interest Rate \| Cash Flow [Member]
Derivative Instruments, Gain (Loss) [Line Items]
Amount of gain or (loss) recognized in other comprehensive income (loss) - effective portion, net of tax:										(70)
Designated as Hedging Instruments [Member] \| Interest Rate \| Cash Flow [Member] \| Reclassification from accumulated other comprehensive income \| Interest Expense
Derivative Instruments, Gain (Loss) [Line Items]
Interest Expense.										(115)
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									$ (7,436)	$ 1,350

FAIR VALUE (DERIVATIVES TABLE) (Details) - USD ($) $ in Thousands	Dec. 31, 2018	Dec. 31, 2017
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	$ (11,316)	$ (26,256)
Fair value hedges	(44)	1,470
Total net derivative asset (liability)	(11,360)	(24,786)
Fair Value, Measurements, Recurring [Member]
Fair Value Net Derivative Assets And Liabilities Measured On Recurring And Nonrecurring Basis [Line Items]
Cash flow hedges	(11,316)	(26,256)
Fair value hedges	(44)	1,470
Total net derivative asset (liability)	$ (11,360)	$ (24,786)

FAIR VALUE (FAIR VALUE ASSETS AND LIABILITIES) (Details) - USD ($) $ in Thousands	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
Liabilities [Abstract]
Contingent consideration	$ (2,363)	$ (399)	$ (1,808)
Fair Value, Measurements, Recurring [Member] \| Significant Other Observable Inputs (Level 2) [Member]
Liabilities [Abstract]
Deferred compensation plan liability	(14,836)	(13,219)
Derivative instruments, net	(11,360)	(24,786)
Total liabilities	(26,196)	(38,005)
Fair Value, Measurements, Recurring [Member] \| Significant Unobservable Inputs (Level 3) [Member]
Liabilities [Abstract]
Contingent consideration	(2,363)	(399)
Total liabilities	$ (2,363)	$ (399)

FAIR VALUE (CONTINGENT CONSIDERATION TABLE) (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2018	Dec. 31, 2017
Business acquisitions, Contingent Consideration [Line Items]
Beginning balance, contingent consideration payable	$ 399	$ 1,808
Acquisitions	2,731
Payments	(399)	(1,433)
Imputed Interest/ Adjustment	(368)	24
Ending balance, contingent consideration payable	2,363	399
Welltok
Business acquisitions, Contingent Consideration [Line Items]
Beginning balance, contingent consideration payable	399	1,250
Payments	(399)	(851)
Ending balance, contingent consideration payable	0	399
SCS
Business acquisitions, Contingent Consideration [Line Items]
Beginning balance, contingent consideration payable	0
Acquisitions	2,731
Imputed Interest/ Adjustment	(368)
Ending balance, contingent consideration payable	2,363	0
Atelka [Member]
Business acquisitions, Contingent Consideration [Line Items]
Beginning balance, contingent consideration payable	$ 0	558
Payments		(582)
Imputed Interest/ Adjustment		24
Ending balance, contingent consideration payable		$ 0

INCOME TAXES (SOURCES OF PRE-TAX INCOME TABLE) (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
Sources of pre-tax accounting income
Domestic	$ (13,926)	$ 10,909	$ (6,216)
Foreign	70,164	77,978	56,514
Income before income taxes	$ 56,238	$ 88,887	$ 50,298

INCOME TAXES (PROVISION TABLE) (Details) - USD ($) $ in Thousands	3 Months Ended								12 Months Ended
	Dec. 31, 2018	Sep. 30, 2018	Jun. 30, 2018	Mar. 31, 2018	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
Current provision
Federal current									$ 2,771	$ 48,556	$ (373)
State current									2,754	99	372
Foreign current									18,933	12,643	14,447
Total current provision									24,458	61,298	14,446
Deferred provision (benefit)
Federal deferred									(943)	14,441	(2,390)
State deferred									(138)	707	103
Foreign deferred									(6,894)	1,629	704
Deferred Income Tax Expense (Benefit), Total									(7,975)	16,777	(1,583)
Income Tax Expense (Benefit), Total	$ 11,835	$ 1,893	$ 653	$ 2,102	$ 69,016	$ 2,071	$ 1,597	$ 5,391	$ 16,483	$ 78,075	$ 12,863

INCOME TAXES (TAX RATE RECONCILIATION TABLE) (Details) - USD ($) $ in Thousands	3 Months Ended								12 Months Ended
	Dec. 31, 2018	Sep. 30, 2018	Jun. 30, 2018	Mar. 31, 2018	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
Effective tax rate reconciliation
Income tax per U.S. federal statutory rate (21%, 35%, 35%)									$ 11,810	$ 31,110	$ 17,605
State income taxes, net of federal deduction									2,003	460	(158)
Change in valuation allowances									2,191	(924)	(129)
Foreign income taxes at different rates than the U.S.									(3,758)	(14,417)	(10,206)
Foreign withholding taxes									785	323	590
Losses in international markets without tax benefits									(68)	1,098	2,474
Nondeductible compensation under Section 162(m)									615	647	104
Liabilities for uncertain tax positions									1,105	1,607	(133)
Permanent difference related to foreign exchange gains									136	142	388
(Income)/losses of foreign branch operations									475	(824)	(635)
Non-taxable earnings of minority interest									(594)	(1,030)	(1,128)
Foreign dividend less foreign tax credits									(1,748)	(4,798)	(4,646)
Decrease (increase) to deferred tax asset - change in state tax rate									(1,944)	1,101	443
State income tax credits									(19)	(207)	(100)
Foreign earnings taxed currently in U.S.									3,976	3,143	3,673
Taxes related to prior year filings									(1,659)	(865)	2,554
Tax related to acquisition accounting									2,110		0
Transition tax					$ 62,400					61,569	0
Other	$ 900	$ 100		$ 200					1,029	(474)	1,967
Income Tax Expense (Benefit), Total	$ 11,835	$ 1,893	$ 653	$ 2,102	$ 69,016	$ 2,071	$ 1,597	$ 5,391	$ 16,483	$ 78,075	$ 12,863

INCOME TAXES (DTA AND DTL TABLE) (Details) - USD ($) $ in Thousands	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
Deferred tax assets, gross
Accrued workers compensation, deferred compensation and employee benefits	$ 8,724	$ 8,597
Allowance for doubtful accounts, insurance and other accruals	3,301	2,197
Amortization of deferred rent liabilities	2,614	2,352
Net operating losses	18,475	17,887
Equity compensation	1,348	1,481
Customer acquisition and deferred revenue accruals	13,894	7,026
Federal and state tax credits, net	549	50
Unrealized losses on derivatives	2,035	3,137
DTA Impairment of equity investment	4,221	0
Other	1,001	1,557
Total deferred tax assets, gross	56,162	44,284
Valuation allowances	(10,867)	(9,526)	$ (9,949)	$ (10,139)
Deferred Tax Assets, Net of Valuation Allowance, Total	45,295	34,758
Deferred tax liabilities
Depreciation and amortization	(15,547)	(12,850)
Contract acquisition costs	(8,519)	(5,331)
Intangible Assets	(15,890)	(15,405)
Other	(187)	(446)
Total deferred tax liabilities	(40,143)	(34,032)
Deferred Tax Assets, Net, Total	$ 5,152	$ 726

INCOME TAXES (VALUATION ALLOWANCE ROLLFORWARD TABLE) (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
INCOME TAXES [ABSTRACT]
Beginning balance, deferred income tax valuation allowance	$ 9,526	$ 9,949	$ 10,139
Additions to Deferred Income Tax Expense	2,913	2,044	1,914
Reduction of Deferred Income Tax Expense	(1,572)	(2,467)	(2,104)
Ending balance, deferred income tax valuation allowance	$ 10,867	$ 9,526	$ 9,949

INCOME TAXES (OPERATING LOSS CARRY FORWARDS TABLE) (Details) $ in Thousands	Dec. 31, 2018 USD ($)
INCOME TAXES [ABSTRACT]
2019	$ 86
2020	146
2021	91
2022	0
After 2022	12,361
No expiration	5,791
Total	$ 18,475

INCOME TAXES (UNCERTAIN TAX BENEFITS TABLE) (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
Reconciliation of Unrecognized Tax Benefits Rollforward
Beginning balance, unrecognized tax benefits	$ 3,298	$ 2,382	$ 2,709
Additions for current year tax positions	3,600	916	826
Reductions in prior year tax positions	(2,114)	0	(1,153)
Ending balance, unrecognized tax benefits	$ 4,784	$ 3,298	$ 2,382

INCOME TAXES (JURISDICTIONS OPEN TO TAX EXAMINATIONS TABLE) (Details)	12 Months Ended
	Dec. 31, 2018
United States [Member]
Income Tax Examination [Line Items]
Tax Years Ended	2015 to present
Australia [Member]
Income Tax Examination [Line Items]
Tax Years Ended	2014 to present
Brazil [Member]
Income Tax Examination [Line Items]
Tax Years Ended	2013 to present
Canada [Member]
Income Tax Examination [Line Items]
Tax Years Ended	2010 to present
Mexico [Member]
Income Tax Examination [Line Items]
Tax Years Ended	2013 to present
Philippines [Member]
Income Tax Examination [Line Items]
Tax Years Ended	2015 to present

INCOME TAXES (NARRATIVE) (Details) - USD ($) $ / shares in Units, $ in Thousands		3 Months Ended									12 Months Ended
	Jan. 01, 2018	Dec. 31, 2018	Sep. 30, 2018	Jun. 30, 2018	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Sep. 30, 2016	Jun. 30, 2016	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
Income Statement Narrative [Line Items]
Effective income tax rate	21.00%											35.00%
Total deferred tax assets, net		$ 45,295			$ 34,758						$ 45,295	$ 34,758
Valuation allowances		10,867			9,526						$ 10,867	9,526	$ 9,949	$ 10,139
Net Change in Valuation Allowance		1,500			600
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 2019 and 2020.
Income Tax Holiday Termination Date											2019 and 2020
Aggregate Effect on Income Tax Expense for Income Tax Holiday Jurisdictions											$ 8,200	$ 11,900	$ 12,400
Diluted Net Income Per Share Effect For Income Tax Holiday Jurisdictions											$ 0.18	$ 0.26	$ 0.27
Total Interest and Penalties Accrued Related to Uncertain Tax Positions Recorded in Balance Sheets		1,400			1,800						$ 1,400	$ 1,800	$ 693
Reserve for Uncertain Tax Benefits, Net											4,800	$ 3,300
Decrease of Unrecognized Tax Benefits over Next 12 Months		6,200									6,200
Decrease in Unrecognized Tax Benefits is Reasonably Possible		2,500									2,500
Tax Adjustments, Settlements, and Unusual Provisions		3,000	$ 200	$ 500	$ 300	$ 200	$ 700	$ 300
Settlement with Taxing Authority [Member]
Income Statement Narrative [Line Items]
Tax Adjustments, Settlements, and Unusual Provisions									$ 800
Expired statute of limitations [Member]
Income Statement Narrative [Line Items]
Tax Adjustments, Settlements, and Unusual Provisions			$ 2,000	$ 1,100					$ 500	$ 300
New uncertain tax positions
Income Statement Narrative [Line Items]
Tax Adjustments, Settlements, and Unusual Provisions		3,600
United States [Member]
Income Statement Narrative [Line Items]
Total deferred tax assets, net		3,000									$ 3,000
Income Tax Examination Years Under Audit											2014 through 2016
Foreign Jurisdictions [Member]
Income Statement Narrative [Line Items]
Total deferred tax assets, net		$ 2,200									$ 2,200
Canada [Member]
Income Statement Narrative [Line Items]
Income Tax Examination Years Under Audit											2009 and 2010
Philippines [Member]
Income Statement Narrative [Line Items]
Income Tax Examination Years Under Audit											2015
BELGIUM
Income Statement Narrative [Line Items]
Income Tax Examination Years Under Audit											2016 and 2017
United Kingdom Ireland Canada Luxembourg Turkey Australia \| Not Realizable Standard [Member]
Income Statement Narrative [Line Items]
Net Change in Valuation Allowance											$ 1,400
Argentina New Zealand Belgium United States \| Not Realizable Standard [Member]
Income Statement Narrative [Line Items]
Net Change in Valuation Allowance											$ (1,600)

RESTRUCTURING AND INTEGRATION CHARGES AND IMPAIRMENT LOSSES (LIABILITY CLASSIFICATION TABLE) (Details) - USD ($) $ in Thousands	3 Months Ended								12 Months Ended
	Dec. 31, 2018	Sep. 30, 2018	Jun. 30, 2018	Mar. 31, 2018	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
Restructuring Cost and Reserve [Line Items]
Reduction in force									$ 827	$ 1,161	$ 3,400
Facility exit charges									5,304	2,219	992
Restructuring charges, net	$ 1,532	$ 2,716	$ 1,034	$ 849	$ 4,897	$ 6,006	$ 3,593	$ 169	6,131	14,665	4,392
Customer Management Services [Member]
Restructuring Cost and Reserve [Line Items]
Reduction in force									694	1,012	2,837
Facility exit charges									3,550	2,050	959
Customer Growth Services [Member]
Restructuring Cost and Reserve [Line Items]
Reduction in force											147
Facility exit charges									1,754	0	0
Customer Technology Services [Member]
Restructuring Cost and Reserve [Line Items]
Reduction in force										94	324
Facility exit charges									0	84	33
Customer Strategy Services [Member]
Restructuring Cost and Reserve [Line Items]
Reduction in force									133	55	92
Facility exit charges									$ 0	$ 85	$ 0

RESTRUCTURING CHARGES AND IMPAIRMENT LOSSES (LIABILITY ROLLFORWARD TABLE) (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2018	Dec. 31, 2017
Restructuring Cost and Reserve [Line Items]
Beginning balance, restructuring reserve	$ 2,103	$ 1,566
Expense	6,324	3,535
Payments	(4,417)	(2,800)
Changes due to foreign currency	(175)	(43)
Change in estimates	(193)	(155)
Ending balance, restructuring reserve	3,642	2,103
Reduction in Force [Member]
Restructuring Cost and Reserve [Line Items]
Beginning balance, restructuring reserve	694	1,468
Expense	1,021	1,316
Payments	(937)	(1,892)
Changes due to foreign currency	(169)	(43)
Change in estimates	(193)	(155)
Ending balance, restructuring reserve	416	694
Closure of Delivery Centers [Member]
Restructuring Cost and Reserve [Line Items]
Beginning balance, restructuring reserve	1,409	98
Expense	5,303	2,219
Payments	(3,480)	(908)
Changes due to foreign currency	(6)
Ending balance, restructuring reserve	$ 3,226	$ 1,409

RESTRUCTURING AND INTEGRATION CHARGES AND IMPAIRMENT LOSSES (NARRATIVE) (Details) - USD ($)	3 Months Ended		12 Months Ended
	Dec. 31, 2017	Sep. 30, 2017	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
Reduction in force			$ 827,000	$ 1,161,000	$ 3,400,000
Facility exit charges			$ 5,304,000	2,219,000	992,000
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 customer engagement centers.
Impaired Long-Lived Assets Held and Used, Method for Determining Fair Value			To determine fair value, the Company used Level 3 inputs in its discounted cash flows analysis. Assumptions included the amount and timing of estimated future cash flows and assumed discount rates.
Customer Management Services [Member]
Reduction in force			$ 694,000	1,012,000	2,837,000
Termination fee			1,100,000
Facility exit charges			3,550,000	2,050,000	959,000
Customer Management Services [Member] \| Leasehold Improvements
Restructuring impairment losses			1,100,000	0	0
Customer Growth Services [Member]
Reduction in force					147,000
Termination fee			1,800,000
Facility exit charges			1,754,000	0	$ 0
Connextions
Reduction in force				400,000
Termination fee			$ 1,900,000	600,000
Integration charges	$ 3,900,000	$ 5,600,000
Facility exit charges				$ 1,400,000
Connextions \| Leasehold Improvements
Integration charges	$ 3,500,000

INDEBTEDNESS (NARRATIVE) (Details) - USD ($)	Dec. 31, 2018	Dec. 31, 2017	Oct. 30, 2017
INDEBTEDNESS [ABSTRACT]
Initiation date of current line of credit agreement			Oct. 30, 2017
Line of Credit Facility, Expiration Date			Feb. 11, 2021
Initial Borrowing Capacity			$ 1,200,000.0
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 the Company's net leverage ratio. Eurodollar loans bear interest at LIBOR plus a margin of 1.0% to 1.75% based on the Company's net leverage ratio. Alternate currency loans bear interest at rates applicable to their respective currencies.
Description of line of credit agreement			The Credit Agreement provides for a secured revolving credit facility that matures on February 11, 2021 with a maximum aggregate commitment of $1.2 billion.On February 14, 2019, the Company entered into a Fourth Amendment to its Amended and Restated Credit Agreement and Amended and Restated Security Agreement originally dated as of June 3, 2013 (collectively the "Credit Agreement") for a senior secured revolving credit facility with a syndicate of lenders led by Wells Fargo Bank, National Association, as agent, swing line and fronting lender (the "Credit Facility"). The amended Credit Agreement provides for a secured revolving Credit Facility that matures on February 14, 2024.Other than the extension of the Credit Facility's maturity date and a few material terms outlined below, the material terms of the Credit Facility, including pricing and collateral, are substantially the same as those previously disclosed as part of the Company's Annual Report on Form 10-K for the period ended December 31, 2015 ("2016 Credit Facility").The maximum commitment under the Credit Facility is $900.0 million, with an accordion feature of up to $1.2 billion in the aggregate, if certain conditions are satisfied. The Credit Facility commitment fees are payable to the lenders in an amount equal to the unused portion of the Credit Facility multiplied by 0.150% per annum from the Credit Facility inception date until a compliance certificate is provided by the Company in connection with its quarterly financial statements for the quarter ended March 31, 2019, and thereafter as previously disclosed and as determined by reference to the Company's net leverage ratio. The Credit Agreement contains customary affirmative, negative, and financial covenants, which remained unchanged from the 2016 Credit Facility, except that the Company is now obligated to maintain a maximum net leverage ratio of 3.50 to 1.00, and a minimum Interest Coverage Ratio of 2.50 to 1.00. The Credit Agreement permits accounts receivable factoring up to the greater of $75 million or 25 percent of the average book value of all accounts receivable over the most recent twelve month period.
Borrowings outstanding on credit facility	$ 282,000,000	$ 344,000,000
Average daily utilization under credit facility	514,700,000	$ 494,700,000
Remaining borrowing capacity under credit facility	$ 360,000,000

- Definition

The carrying value as of the balance sheet date of the noncurrent portion of long-term obligations drawn from a line of credit, which is a bank's commitment to make loans up to a specific amount. Examples of items that might be included in the application of this element may consist of letters of credit, standby letters of credit, and revolving credit arrangements, under which borrowings can be made up to a maximum amount as of any point in time conditional on satisfaction of specified terms before, as of and after the date of drawdowns on the line. Includes short-term obligations that would normally be classified as current liabilities but for which (a) postbalance sheet date issuance of a long term obligation to refinance the short term obligation on a long term basis, or (b) the enterprise has entered into a financing agreement that clearly permits the enterprise to refinance the short-term obligation on a long term basis and the following conditions are met (1) the agreement does not expire within 1 year and is not cancelable by the lender except for violation of an objectively determinable provision, (2) no violation exists at the BS date, and (3) the lender has entered into the financing agreement is expected to be financially capable of honoring the agreement.

+ References + Details

DEFERRED REVENUE AND COSTS (DEFERRED REVENUE CLASSIFICATION TABLE) (Details) - USD ($) $ in Thousands	Dec. 31, 2018	Jan. 01, 2018	Dec. 31, 2017
DEFERRED REVENUE AND COSTS [ABSTRACT]
Deferred revenue - current	$ 44,926	$ 46,435	$ 21,650
Deferred revenue - long-term	33,247		9,632
Total deferred revenue	$ 78,173		$ 31,282

DEFERRED REVENUE AND COSTS (DEFERRED COSTS CLASSIFICATION TABLE) (Details) - USD ($) $ in Thousands	Dec. 31, 2018	Dec. 31, 2017
DEFERRED REVENUE AND COSTS [ABSTRACT]
Deferred Costs - Current	$ 23,539	$ 13,649
Deferred Costs - Long-term	34,042	9,654
Total Deferred Costs	$ 57,581	$ 23,303

DEFERRED REVENUE (SCHEDULE OF CHANGES IN DEFERRED REVENUE) (Details) $ in Thousands	12 Months Ended
	Dec. 31, 2018 USD ($)
Movement in Deferred Revenue [Roll Forward]
Deferred Revenue, Beginning Balance	$ 31,282
Deferred Revenue, Additions	155,096
Amortization	108,205
Deferred Revenue, Ending Balance	$ 78,173

LEASES (FUTURE MINIMUM LEASE PAYMENTS TABLE) (Details) $ in Thousands	Dec. 31, 2018 USD ($)
LEASES [ABSTRACT]
2019	$ 47,379
2020	36,045
2021	30,678
2022	26,584
2023	17,226
Thereafter	25,362
Total future minimum lease payments	183,274
2019	(2,624)
2020	(2,631)
2021	(276)
Sublease Income Total	$ (5,531)

LEASES (ASSET RETIREMENT SCHEDULE TABLE) (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2018	Dec. 31, 2017
LEASES [ABSTRACT]
Beginning balance, asset retirement obligation	$ 1,938	$ 1,861
Additions and modifications	1,153	317
Accretion	14	7
Settlements	(623)	(247)
Ending balance, asset retirement obligation	$ 2,482	$ 1,938

LEASES (NARRATIVE) (Details) - USD ($) $ in Thousands	12 Months Ended
LEASES (NARRATIVE) (Details) - USD ($) $ in Thousands	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
LEASES [ABSTRACT]
Rent expense recognized, net, under operating leases	$ 43,700	$ 46,300	$ 39,500
Deferred rent liability	$ 16,584	$ 15,714

ACCUMULATED OTHER COMPREHENSIVE INCOME (LOSS) (ROLLFORWARD TABLE) (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
AOCI Attributable to Parent, Net of Tax [Roll Forward]
Beginning balance, value	$ 362,845	$ 361,895	$ 440,817
Ending balance, value	352,849	362,845	361,895
Accumulated Other Comprehensive Income (Loss)
AOCI Attributable to Parent, Net of Tax [Roll Forward]
Beginning balance, value	(102,304)	(126,964)	(101,365)
Other comprehensive income (loss) before reclassifications	(9,078)	39,536	(7,668)
Amounts reclassified from accumulated other comprehensive income (loss)	(13,214)	(14,876)	(17,931)
Net current period other comprehensive income (loss)	(22,292)	24,660	(25,599)
Ending balance, value	(124,596)	(102,304)	(126,964)
Foreign Currency Translation Adjustment
AOCI Attributable to Parent, Net of Tax [Roll Forward]
Beginning balance, value	(84,100)	(92,008)	(71,196)
Other comprehensive income (loss) before reclassifications	(30,068)	7,908	(20,812)
Net current period other comprehensive income (loss)	(30,068)	7,908	(20,812)
Ending balance, value	(114,168)	(84,100)	(92,008)
Derivative Valuation, Net of Tax
AOCI Attributable to Parent, Net of Tax [Roll Forward]
Beginning balance, value	(15,746)	(32,393)	(26,885)
Other comprehensive income (loss) before reclassifications	20,278	31,053	11,242
Amounts reclassified from accumulated other comprehensive income (loss)	(12,810)	(14,406)	(16,750)
Net current period other comprehensive income (loss)	7,468	16,647	(5,508)
Ending balance, value	(8,278)	(15,746)	(32,393)
Other Net of Tax
AOCI Attributable to Parent, Net of Tax [Roll Forward]
Beginning balance, value	(2,458)	(2,563)	(3,284)
Other comprehensive income (loss) before reclassifications	712	575	1,902
Amounts reclassified from accumulated other comprehensive income (loss)	(404)	(470)	(1,181)
Net current period other comprehensive income (loss)	308	105	721
Ending balance, value	$ (2,150)	$ (2,458)	$ (2,563)

ACCUMULATED OTHER COMPREHENSIVE INCOME (LOSS) (INCOME STATEMENT CLASSIFICATION TABLE) (Details) - USD ($) $ in Thousands	3 Months Ended								12 Months Ended
	Dec. 31, 2018	Sep. 30, 2018	Jun. 30, 2018	Mar. 31, 2018	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
Presentation of Income Statement Reclassifications [Line Items]
Revenues	$ 419,133	$ 364,936	$ 349,853	$ 375,249	$ 426,623	$ 359,036	$ 353,429	$ 338,277	$ 1,509,171	$ 1,477,365	$ 1,275,258
Interest Expense.									28,674	13,734	7,943
Benefit from (provision for) income taxes	$ (11,835)	$ (1,893)	$ (653)	$ (2,102)	$ (69,016)	$ (2,071)	$ (1,597)	$ (5,391)	(16,483)	(78,075)	(12,863)
Net income									39,755	10,812	37,435
Accumulated Other Comprehensive Income (Loss)
Presentation of Income Statement Reclassifications [Line Items]
Net Income (Loss) - Other									13,214	14,876	17,931
Derivative Valuation, Net of Tax
Presentation of Income Statement Reclassifications [Line Items]
Net Income (Loss) - Other									12,810	14,406	16,750
Tax effect
Presentation of Income Statement Reclassifications [Line Items]
Provision for income taxes - Other									42	52	129
Cost of Services
Presentation of Income Statement Reclassifications [Line Items]
Cost of services									(446)	(522)	(1,310)
Reclassification from accumulated other comprehensive income
Presentation of Income Statement Reclassifications [Line Items]
Net Income (Loss) - Other									(404)	(470)	(1,181)
Reclassification from accumulated other comprehensive income \| Derivative Valuation, Net of Tax
Presentation of Income Statement Reclassifications [Line Items]
Net income									(12,810)	(14,406)	(16,750)
Reclassification from accumulated other comprehensive income \| Tax effect
Presentation of Income Statement Reclassifications [Line Items]
Benefit from (provision for) income taxes									4,738	8,501	11,809
Foreign Exchange Forward \| Reclassification from accumulated other comprehensive income \| Foreign Currency Translation Adjustment
Presentation of Income Statement Reclassifications [Line Items]
Revenues									$ (17,548)	(22,792)	(28,025)
Interest Rate \| Reclassification from accumulated other comprehensive income \| Loss on interest rate swaps [Member]
Presentation of Income Statement Reclassifications [Line Items]
Interest Expense.										$ (115)	$ (534)

NET INCOME PER SHARE (DILUTED SHARES TABLE) (Details) - shares shares in Thousands	3 Months Ended								12 Months Ended
	Dec. 31, 2018	Sep. 30, 2018	Jun. 30, 2018	Mar. 31, 2018	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
Weighted Average Number of Shares Outstanding Reconciliation [Abstract]
Shares used in basic earnings per share calculation	46,193	46,172	46,016	45,871	45,856	45,838	45,662	45,950	46,064	45,826	47,423
Effect of dilutive securities:
Stock options									6	10	10
Restricted stock units									314	536	286
Performance-based restricted stock units									1	10	17
Total effects of dilutive securities									321	556	313
Shares used in dilutive earnings per share calculation	46,390	46,316	46,401	46,452	46,461	46,367	46,150	46,315	46,385	46,382	47,736

NET INCOME PER SHARE (NARRATIVE) (Details) - shares	12 Months Ended
NET INCOME PER SHARE (NARRATIVE) (Details) - shares	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
Stock Options [Member]
Anti-dilutive options to purchase common stock [Line Items]
Anti-dilutive securities	0	0	60,000
Restricted Stock Units (RSUs) [Member]
Anti-dilutive options to purchase common stock [Line Items]
Anti-dilutive securities	212,000	21,000	71,000

EMPLOYEE COMPENSATION PLANS (RSU ROLLFORWARD TABLE) (Details)	12 Months Ended
	Dec. 31, 2018 $ / shares shares
RSU Rollforward by Shares
Unvested as of December 31, 2017, shares \| shares	1,290,427
Granted, shares \| shares	482,398
Vested, shares \| shares	(458,444)
Cancellations/expirations, shares \| shares	(172,943)
Unvested as of December 31, 2018, shares \| shares	1,141,438
RSU Rollforward by Weighted Average Grant Date Fair Value
Unvested as of December 31, 2017, weighted average grant date fair value \| $ / shares	$ 27.87
Granted, weighted average grant date fair value \| $ / shares	35.15
Vested, weighted average grant date fair value \| $ / shares	27.35
Cancellations/expirations, weighted average grant date fair value \| $ / shares	30.38
Unvested as of December 31, 2018, weighted average grant date fair value \| $ / shares	$ 30.78

EMPLOYEE COMPENSATION PLANS (NARRATIVE) (Details) - USD ($) $ / shares in Units, $ in Thousands, shares in Millions	12 Months Ended
	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2015
Employee Service Share-based Compensation, Allocation of Recognized Period Costs [Line Items]
Company Match on US Defined Contribution Plans	$ 5,200	$ 5,700	$ 5,100
Shares Authorized under Current Equity Compensation Plan	4.0
Shares Available for Issuance under Current Equity Compensation Plan	1.0
Equity-based compensation expense	$ 12,145	11,852	9,773
Total Tax Benefit Recognized for Equity-Based Compensation Expense	$ 3,700	6,800	5,000
Share Based Compensation Arrangement By Share Based Payment Award Equity Instruments Other Than Options Grants In Period Weighted Average Grant Date Fair Value	$ 35.15
Intrinsic Value of Non-Vested RSUs	$ 32,600
Fair Value of Shares Vested			0
Proceeds from exercise of stock options	208	2,150	371
Recognized Tax Benefit from Exercise of Stock Options	0	0	200
Cost of Services
Employee Service Share-based Compensation, Allocation of Recognized Period Costs [Line Items]
Equity-based compensation expense		4,100	3,100
Selling General And Administrative Expenses [Member]
Employee Service Share-based Compensation, Allocation of Recognized Period Costs [Line Items]
Equity-based compensation expense	7,400	7,800	6,700
Stock Options [Member]
Employee Service Share-based Compensation, Allocation of Recognized Period Costs [Line Items]
Intrinsic Value of Options Exercised	156	$ 194	$ 400
Restricted Stock Units (RSUs) [Member]
Employee Service Share-based Compensation, Allocation of Recognized Period Costs [Line Items]
Unrecognized Compensation Expense	$ 23,100
Requisite Service Period	1 year 4 months 24 days
Share Based Compensation Arrangement By Share Based Payment Award Equity Instruments Other Than Options Grants In Period Weighted Average Grant Date Fair Value	$ 35.15	$ 29.56	$ 26.60
Intrinsic Value of RSUs Vested	$ 12,500	$ 10,600	$ 10,800
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			$ 100	$ 400

STOCK REPURCHASE PROGRAM (NARRATIVE) (Details) - USD ($) $ in Thousands, shares in Millions	12 Months Ended		206 Months Ended
	Dec. 31, 2017	Dec. 31, 2016	Dec. 31, 2018
STOCK REPURCHASE PROGRAM [ABSTRACT]
Cumulative Authorized Share Repurchase Allowance			$ 762,300
Treasury Stock Purchases, Shares			46.1
Cost of Treasury Stock Purchases	$ 18,328	$ 74,683	$ 735,800
Remaining Allowance Stock Repurchase Program			$ 26,600
Purchases of common stock, share			46.1
Purchases of common stock, value	$ 18,328	$ 74,683	$ 735,800

RELATED PARTY TRANSACTIONS (NARRATIVE) (Details) - USD ($) $ in Thousands		3 Months Ended								12 Months Ended
	Mar. 31, 2019	Dec. 31, 2018	Sep. 30, 2018	Jun. 30, 2018	Mar. 31, 2018	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
Related Party Transaction Line Items
Operating Leases Future Minimum Payments Due		$ 183,274								$ 183,274
Revenues		419,133	$ 364,936	$ 349,853	$ 375,249	$ 426,623	$ 359,036	$ 353,429	$ 338,277	1,509,171	$ 1,477,365	$ 1,275,258
Airmax [Member]
Related Party Transaction Line Items
Purchases from Related Party										1,100	1,100	1,000
Accounts Payable Due from Related Party		122								122
Convercent [Member]
Related Party Transaction Line Items
Purchases from Related Party										60	70	100
CafeX [Member]
Related Party Transaction Line Items
Purchases from Related Party										44	72	$ 405
Motif [Member]
Related Party Transaction Line Items
Operating Leases Future Minimum Payments Due		$ 8								8
Lease Expiration Date	Mar. 31, 2019
Welltok
Related Party Transaction Line Items
Revenues										$ 5,700	$ 5,500

OTHER FINANCIAL INFORMATION (SELF INSURANCE LIABILITIES TABLE) (Details) - USD ($) $ in Thousands	Dec. 31, 2018	Dec. 31, 2017
OTHER FINANCIAL INFORMATION [ABSTRACT]
Employee health and dental insurance	$ 3,987	$ 5,312
Worker's compensation	1,802	1,631
Total self insurance liabilities	$ 5,789	$ 6,943

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, 2018	Sep. 30, 2018	Jun. 30, 2018	Mar. 31, 2018	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
QUARTERLY FINANCIAL DATA (UNAUDITED) [ABSTRACT]
Revenues	$ 419,133	$ 364,936	$ 349,853	$ 375,249	$ 426,623	$ 359,036	$ 353,429	$ 338,277	$ 1,509,171	$ 1,477,365	$ 1,275,258
Cost of services	(313,372)	(286,925)	(274,260)	(283,370)	(312,618)	(275,548)	(268,004)	(253,898)	(1,157,927)	(1,110,068)	(941,592)
Selling, general and administrative	(47,817)	(43,321)	(44,245)	(47,045)	(49,942)	(45,167)	(43,985)	(43,220)	(182,428)	(182,314)	(175,797)
Depreciation and amortization	(17,127)	(17,317)	(16,811)	(17,924)	(17,234)	(16,515)	(16,258)	(14,500)	(69,179)	(64,507)	(68,675)
Restructuring charges, net	(1,532)	(2,716)	(1,034)	(849)	(4,897)	(6,006)	(3,593)	(169)	(6,131)	(14,665)	(4,392)
Impairment losses	(332)	0	0	(1,120)	(5,322)	0	0	0	(1,452)	(5,322)	(32,050)
Income from operations	38,953	14,657	13,503	24,941	36,610	15,800	21,589	26,490	92,054	100,489	52,752
Other income (expense)	(6,336)	(6,020)	(6,553)	(16,907)	(8,318)	1,846	(4,198)	(932)	(35,816)	(11,602)	(2,454)
Benefit from (provision for) income taxes	(11,835)	(1,893)	(653)	(2,102)	(69,016)	(2,071)	(1,597)	(5,391)	(16,483)	(78,075)	(12,863)
Net income attributable to noncontrolling interest	(449)	(1,369)	(779)	(1,341)	(728)	(806)	(1,100)	(922)	(3,938)	(3,556)	(3,757)
Net income (loss) attributable to TTEC stockholders	$ 20,333	$ 5,375	$ 5,518	$ 4,591	$ (41,452)	$ 14,769	$ 14,694	$ 19,245	$ 35,817	$ 7,256	$ 33,678
Weighted average shares outstanding
Basic	46,193	46,172	46,016	45,871	45,856	45,838	45,662	45,950	46,064	45,826	47,423
Diluted	46,390	46,316	46,401	46,452	46,461	46,367	46,150	46,315	46,385	46,382	47,736
Net income per share attributable to TTEC stockholders
Basic	$ 0.44	$ 0.12	$ 0.12	$ 0.10	$ (0.90)	$ 0.32	$ 0.32	$ 0.42	$ 0.78	$ 0.16	$ 0.71
Diluted	$ 0.44	$ 0.12	$ 0.12	$ 0.10	$ (0.89)	$ 0.32	$ 0.32	$ 0.42	$ 0.77	$ 0.16	$ 0.71

QUARTERLY FINANCIAL DATA (UNAUDITED) (NARRATIVE) (Details) - USD ($) $ in Thousands	3 Months Ended								12 Months Ended
	Dec. 31, 2018	Sep. 30, 2018	Jun. 30, 2018	Mar. 31, 2018	Dec. 31, 2017	Sep. 30, 2017	Jun. 30, 2017	Mar. 31, 2017	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
Non-cash loss on assets held-for-sale							$ 3,200		$ 0	$ 0	$ 2,600
Gain on sale of business					$ 600				0	908	0
Interest Expense.									28,674	13,734	7,943
Tax contingent liabilities	$ 3,600	$ 1,100	$ 1,000						3,600
Transition tax					62,400					61,569	0
Benefit to Income Taxes Related to Restructuring Charges	500	700	200	$ 600	1,900	$ 2,400	1,500
Net Change in Valuation Allowance	1,500				600
Benefit to Income Taxes Related to Impairments					1,900
Benefit to Income Taxes Related to Dispositon of Assets							1,300
Expense to Income Taxes Related to Disposition of Assets	100	100	100	200	400	1,300
Tax Adjustments, Settlements, and Unusual Provisions	3,000	200	500		300	200	700	$ 300
Excess tax benefit from equity-based awards		400	200	100	200	$ 1,000	$ 700	$ 300			557
Other reconciling items	900	100		200					$ 1,029	$ (474)	$ 1,967
Effective Income Tax Rate Reconciliation,Other Reconciling Items, Percent									25.60%
Connextions
Interest Expense.					5,250
Motif [Member]
Interest Expense.	$ 1,900	$ 3,000	$ 3,100	$ 1,900	$ 1,200

Consolidated Statement of Stockholders' Equity (Parenthetical) - $ / shares	12 Months Ended
	Dec. 31, 2018	Dec. 31, 2017	Dec. 31, 2016
Consolidated statement of stockholders' equity [Abstract]
Common Stock, Dividends, Per Share, Declared	$ 0.55	$ 0.47	$ 0.385

FAIR VALUE (NARRATIVE) (Details)	12 Months Ended
FAIR VALUE (NARRATIVE) (Details)	Dec. 31, 2018	Dec. 31, 2017
Business acquisitions, Contingent Consideration [Line Items]
Average interest rate on annual borrowings	3.10%	2.20%

STOCK REPURCHASE PROGRAM	12 Months Ended
STOCK REPURCHASE PROGRAM	Dec. 31, 2018
STOCK REPURCHASE PROGRAM [ABSTRACT]
STOCK REPURCHASE PROGRAM	(19)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, 2018, the cumulative authorized repurchase allowance was $762.3 million. During the year ended December 31, 2018, the Company purchased no additional shares. Since inception of the program, the Company has purchased 46.1 million shares for $735.8 million. As of December 31, 2018, the remaining allowance under the program was approximately $26.6 million. For the period from January 1, 2019 through February 28, 2019, the Company did not purchase additional shares. The stock repurchase program does not have an expiration date.

OVERVIEW AND BASIS OF PRESENTATION (ACCOUNTING POLICIES NARRATIVE) (Details) - Other Intangible Assets [Member]	12 Months Ended
	Dec. 31, 2018
Minimum
Finite-Lived Intangible Assets [Line Items]
Useful life	3 years
Maximum
Finite-Lived Intangible Assets [Line Items]
Useful life	12 years

DERIVATIVES (NARRATIVE) (Details) - USD ($) $ in Millions	Dec. 31, 2018	Dec. 31, 2017
Fair Value [Member]
Derivative [Line Items]
Notional Amount	$ 70.4	$ 176.2

COMMITMENTS AND CONTINGENCIES (NARRATIVE) (Details) $ in Millions	Dec. 31, 2018 USD ($)
COMMITMENTS AND CONTINGENCIES [Abstract]
Letters of credit issued under credit facility	$ 3.1
Letters Of Credit Issued Outside Line Of Credit Facility	$ 0.6