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1010612_14_item7_p6_s7
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1010612_13_item7_p0_s0
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(the Spanish operations ), pursuant to an asset purchase agreement dated March 29, 2012 and a stock purchase agreement dated March 30, 2012.
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Discontinued Operations In March 2012, we sold our operations in Spain (the Spanish operations ), pursuant to an asset purchase agreement dated March 29, 2012 and a stock purchase agreement dated March 30, 2012.
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This decrease of 2.8%, as a percentage of revenues, was primarily attributable to lower severance-related and compensation costs of 2.6% due to a workforce reduction in connection with the Fourth Quarter 2011 Exit Plan, lower billable supply costs of 0.3% and lower other costs of 0.4%, partially offset by higher fulfillment materials costs of 0.5%.
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1010612_13_item7_p10_s10
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1010612_14_item7_p27_s0
|
1010612_13_item7_p10_s12
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The gain in 2011 primarily related to the sale of land and a building located in Minot, North Dakota.
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The net (gain) on disposal of property and equipment in 2011 primarily related to the sale of land and a building located in Minot, North Dakota.
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1010612_14_item7_p25_s1
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1010612_13_item7_p10_s8
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This increase of 1.0%, as a percentage of revenues, was primarily attributable to higher compensation costs of 0.4% primarily related to higher wage rates, higher facility-related costs of 0.2% principally from the expansion of U.S. facilities and lease termination costs in connection with the Fourth Quarter 2011 Exit Plan, higher software maintenance of 0.2%, higher legal and professional fees of 0.1%, higher taxes of 0.1% and higher other costs of 0.3%, partially offset by lower equipment and maintenance costs of 0.3%.
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The increase in Americas general and administrative expenses, as a percentage of revenues, was primarily attributable to higher compensation costs of 0.4% principally related to higher wage rates, higher facility-related costs of 0.2% principally from the expansion of U.S. facilities and lease termination costs in connection with the Fourth Quarter 2011 Exit Plan, higher software maintenance of 0.2%, higher legal and professional fees of 0.1%, higher taxes of 0.1% and higher other costs of 0.3%, partially offset by lower equipment and maintenance costs of 0.2%.
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1010612_14_item7_p17_s0
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1010612_13_item7_p11_s2
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See Note 6, Fair Value, of the Notes to Consolidated Financial Statements for further information.
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See Note 5, Fair Value, of the Notes to Consolidated Financial Statements for further information regarding the impairment of long-lived assets.
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See Note 6, Fair Value, of the Notes to Consolidated Financial Statements for further information.
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1010612_14_item7_p31_s3
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1010612_13_item7_p15_s4
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In 2011, the net gain on sale of the Argentine discontinued operations totaled $0.5 million, which resulted from the reversal of the accrued liability related to the expiration of the indemnification to the purchaser for the possible loss of a specific client business.
|
In 2011, the net gain on sale of discontinued operations related to the sale of our operations in Argentina resulted from the reversal of the accrued liability related to the expiration of the indemnification to the purchaser for the possible loss of a specific client business.
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1010612_14_item7_p21_s0
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1010612_13_item7_p26_s0
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Prior to the passage of the Tax Relief Act, we determined that we intended to distribute all of the current year and future years earnings of a non-U.S. subsidiary to its foreign parent.
|
Prior to the passage of the Tax Relief, Unemployment Insurance Reauthorization and Job Creation Act of 2010, we determined that we intended to distribute all of the current year and future years earnings of a non-U.S. subsidiary to its foreign parent.
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1010612_14_item7_p31_s0
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1010612_13_item7_p26_s0
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Prior to the passage of the Tax Relief Act, we determined that we intended to distribute all of the current year and future years earnings of a non-U.S. subsidiary to its foreign parent.
|
Prior to the passage of the Tax Relief, Unemployment Insurance Reauthorization and Job Creation Act of 2010, we determined that we intended to distribute all of the current year and future years earnings of a non-U.S. subsidiary to its foreign parent.
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1010612_14_item7_p6_s8
|
1010612_13_item7_p26_s4
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Accordingly, we have reflected the operating results related to these operations as discontinued operations in the accompanying Consolidated Statements of Operations for all periods presented.
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We have reflected the operating results related to the operations in Spain as discontinued operations in the accompanying Consolidated Statements of Operations for all periods presented.
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1010612_14_item7_p31_s3
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1010612_13_item7_p26_s7
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The gain on sale during 2011 resulted from the reversal of the accrued liability related to the expiration of the indemnification to the purchaser for the possible loss of a specific client business.
|
In 2011, the net gain on sale of discontinued operations related to the sale of our operations in Argentina resulted from the reversal of the accrued liability related to the expiration of the indemnification to the purchaser for the possible loss of a specific client business.
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1010612_14_item7_p6_s8
|
1010612_13_item7_p2_s1
|
We have reflected the operating results related to the Argentine operations as discontinued operations in the accompanying Consolidated Statements of Operations for all periods presented.
|
We have reflected the operating results related to the operations in Spain as discontinued operations in the accompanying Consolidated Statements of Operations for all periods presented.
| 2 |
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1010612_14_item7_p7_s0
|
1010612_13_item7_p3_s0
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This business was historically reported as part of the Americas segment.
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This business was historically reported as part of the EMEA segment.
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1010612_14_item7_p42_s11
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1010612_13_item7_p40_s0
|
In April 2012, we received an assessment for the Canadian 2003-2006 audit for which we filed a Notice of Objection in July 2012.
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In April 2012, we received an assessment for the Canadian 2003-2006 audit for which we filed a Notice of Objection in July 2012 and paid a mandatory security deposit.
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1010612_14_item7_p43_s1
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1010612_13_item7_p41_s0
|
audit and that resolution is not expected to have a material impact on our financial condition and results of operations.
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Although the outcome of examinations by taxing authorities is always uncertain, we believe we are adequately reserved for these audits and that resolution is not expected to have a material impact on our financial condition and results of operations.
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1010612_14_item7_p45_s4
|
1010612_13_item7_p43_s2
|
We expect our current domestic cash levels and cash flows from operations to be adequate to meet our domestic anticipated working capital needs, including investment activities such as capital expenditures and debt repayment for the next twelve months and the foreseeable future.
|
Additionally, we expect our current foreign cash levels and cash flows from foreign operations to be adequate to meet our foreign anticipated working capital needs, including investment activities such as capital expenditures for the next twelve months and the foreseeable future.
| 2 |
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1010612_14_item7_p45_s2
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1010612_13_item7_p43_s3
|
Additionally, we expect our current foreign cash levels and cash flows from foreign operations to be adequate to meet our foreign anticipated working capital needs, including investment activities such as capital expenditures for the next twelve months and the foreseeable future.
|
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1010612_14_item7_p52_s0
|
1010612_13_item7_p50_s0
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(2) Purchase obligations include agreements to purchase goods or services that are enforceable and legally binding on us and that specify all significant terms, including: fixed or minimum quantities to be purchased; fixed, minimum or variable price provisions; and the approximate timing of the transaction.
|
(2) Amounts represent the expected cash payments under our purchase obligations, which include agreements to purchase goods or services that are enforceable and legally binding on us and that specify all significant terms, including: fixed or minimum quantities to be purchased; fixed, minimum or variable price provisions; and the approximate timing of the transaction.
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1010612_14_item7_p59_s0
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1010612_13_item7_p57_s0
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Critical Accounting Policies and Estimates The preparation of consolidated financial statements in conformity with accounting principles generally accepted in the United States requires estimations and assumptions that affect the reported amounts of assets and liabilities and the disclosure of contingent assets and liabilities at the date of the financial statements and the reported amounts of revenues and expenses during the reporting period.
|
The preparation of consolidated financial statements in conformity with accounting principles generally accepted in the United States requires estimations and assumptions that affect the reported amounts of assets and liabilities and the disclosure of contingent assets and liabilities at the date of the financial statements and the reported amounts of revenues and expenses during the reporting period.
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1010612_14_item7_p71_s1
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1010612_13_item7_p70_s0
|
to an incremental U.S. tax expense net of any allowable foreign tax credits, in addition to any applicable foreign withholding tax expense.
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If these earnings are repatriated or otherwise become taxable in the U.S, we would be subject to an incremental U.S. tax expense net of any allowable foreign tax credits, in addition to any applicable foreign withholding tax expense.
| 2 |
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1010612_14_item7_p42_s11
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1010612_13_item7_p71_s0
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In April 2012, we received an assessment for the Canadian 2003-2006 audit for which we filed a Notice of Objection in July 2012.
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In April 2012, we received an assessment for the Canadian 2003-2006 audit for which we filed a Notice of Objection in July 2012 and paid a mandatory security deposit.
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1010612_14_item7_p94_s4
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1010612_13_item7_p82_s2
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We are currently evaluating the potential impact of the Acts on our financial condition, results of operations and cash flows.
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Once the guidance is finalized, we will evaluate the potential impact of the Acts on our financial condition, results of operations and cash flows for 2015.
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1010612_14_item7_p23_s1
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1010612_13_item7_p8_s4
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The remaining decrease of $16.5 million was primarily due to end-of-life client programs of $85.9 million and lower volumes from existing contracts of $35.7 million, partially offset by new contract sales of $64.5 million and Alpine acquisition revenues of $40.6 million.
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The decrease in Americas revenues was primarily due to end-of-life client programs of $85.9 million and lower volumes from existing contracts of $35.7 million, partially offset by new contract sales of $64.5 million, Alpine acquisition revenues of $40.6 million and the positive foreign currency impact of $0.5 million.
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1010612_14_item7_p24_s0
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1010612_13_item7_p9_s1
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The remaining decrease of $13.9 million was primarily due to end-of-life client programs of $32.7 million and lower volumes from existing contracts of $0.5 million, partially offset by new contract sales of $19.3 million.
|
The decrease in EMEA s revenues was primarily due to end-of-life client programs of $32.7 million, lower volumes from existing contracts of $0.5 million and the negative foreign currency impact of $11.7 million, partially offset by new contract sales of $19.3 million.
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1010612_14_item7_p24_s2
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1010612_13_item7_p9_s16
|
This increase of 0.9%, as a percentage of revenues, was primarily attributable to higher compensation costs of 0.8%, higher travel costs of 0.1% and higher other costs of 0.2%, partially offset by lower communication costs of 0.2%.
|
The increase in Americas direct salaries and related costs, as a percentage of revenues, was primarily attributable to higher compensation costs of 0.8%, higher travel costs of 0.1% and higher other costs of 0.2%, partially offset by lower communication costs of 0.2%.
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1010612_15_item7_p10_s1
|
1010612_14_item7_p10_s1
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The increase in Americas revenues was primarily due to new contract sales of $80.3 million and Alpine acquisition revenues of $68.6 million, partially offset by end-of-life client programs of $25.4 million, lower volumes from existing contracts of $5.9 million and the negative foreign currency impact of $13.9 million.
|
The increase in Americas revenues was primarily due to new contract sales of $91.6 million and higher volumes from existing contracts of $2.6 million, partially offset by end-of-life client programs of $50.4 million and the negative foreign currency impact of $23.8 million.
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1010612_15_item7_p10_s12
|
1010612_14_item7_p12_s4
|
Approximately 50% of the new seat count is expected to be added in the first half of 2014, with the remainder in the second half.
|
More than three-quarters of the new seat count is expected to be added in the first half of 2015.
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1010612_15_item7_p11_s2
|
1010612_14_item7_p15_s2
|
The decrease in EMEA s general and administrative expenses, as a percentage of revenues, was primarily attributable to lower compensation costs of 0.9%, lower facility-related costs of 0.3%, lower communications costs of 0.3%, lower severance-related costs of 0.2% principally all due to the closure of certain sites in connection with the Fourth Quarter 2011 Exit Plan and lower other costs of 0.2%.
|
The decrease in EMEA s general and administrative expenses, as a percentage of revenues, was primarily attributable to lower facility-related costs of 0.9%, lower compensation costs of 0.5%, lower travel costs of 0.3%, lower communications costs of 0.2% and lower other costs of 0.2%.
| 2 |
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1010612_15_item7_p11_s3
|
1010612_14_item7_p25_s3
|
The increase of $4.8 million in Corporate s general and administrative expenses was primarily attributable to higher merger and integration costs of $2.9 million, higher compensation costs of $1.5 million, higher legal and professional fees of $1.1 million, higher software maintenance costs of $0.3 million and higher other costs of $0.2 million, partially offset by lower charitable contributions of $1.2 million.
|
The increase of $3.7 million in Corporate s general and administrative expenses was primarily attributable to higher compensation costs of $1.9 million, higher charitable contributions of $1.4 million, higher legal and professional fees of $0.7 million, higher consulting costs of $0.5 million, higher facility-related costs of $0.2 million and higher insurance costs of $0.2 million, partially offset by lower merger and integration costs of $0.6 million, lower software maintenance costs of $0.4 million and lower other costs of $0.2 million.
| 2 |
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1010612_15_item7_p22_s0
|
1010612_14_item7_p31_s2
|
Gain (Loss) from Discontinued Operations In 2012, the (loss) from discontinued operations and the (loss) on sale of discontinued operations related to the sale of our operations in Spain in March 2012.
|
In 2012, the (loss) from discontinued operations and the (loss) on sale of discontinued operations related to the sale of our operations in Spain in March 2012.
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1010612_15_item7_p27_s0
|
1010612_14_item7_p34_s0
|
Business Outlook For the twelve months ended December 31, 2014, we anticipate the following financial results:
|
For the twelve months ended December 31, 2015, we anticipate the following financial results:
| 2 |
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1010612_15_item7_p36_s10
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1010612_14_item7_p42_s12
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Requests for Competent Authority Assistance were filed with both the Canadian Revenue Agency and the U.S. Internal Revenue Service for this audit cycle.
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Requests for Competent Authority Assistance were filed with both the Canadian Revenue Agency and the U.S. Internal Revenue Service and we paid mandatory security deposits to Canada as part of this process.
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1010612_15_item7_p38_s4
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1010612_14_item7_p45_s2
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We expect our current domestic cash levels and cash flows from operations to be adequate to meet our domestic anticipated working capital needs, including investment activities such as capital expenditures and debt repayment for the next twelve months and the foreseeable future.
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Additionally, we expect our current foreign cash levels and cash flows from foreign operations to be adequate to meet our foreign anticipated working capital needs, including investment activities such as capital expenditures for the next twelve months and the foreseeable future.
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1010612_14_item7_p45_s4
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Additionally, we expect our current foreign cash levels and cash flows from foreign operations to be adequate to meet our foreign anticipated working capital needs, including investment activities such as capital expenditures for the next twelve months and the foreseeable future.
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1010612_15_item7_p6_s2
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1010612_14_item7_p6_s2
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The Company acquired Alpine to: create significant competitive differentiation for quality, speed to market, scalability and flexibility driven by proprietary, internally-developed software, systems, processes and other intellectual property which uniquely overcome the challenges of the at-home delivery model; strengthen the Company s current service portfolio and go-to-market offering while expanding the breadth of clients with minimal client overlap; broaden the addressable market opportunity within existing and new verticals as well as clients; expand the addressable pool of skilled labor; leverage operational best practices across the Company s global platform, with the potential to convert more of its fixed cost to variable cost; and further enhance the growth and margin profile of the Company to drive shareholder value.
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We acquired Alpine to: create significant competitive differentiation for quality, speed to market, scalability and flexibility driven by proprietary, internally-developed software, systems, processes and other intellectual property which uniquely overcome the challenges of the virtual at-home agent delivery model; strengthen our current service portfolio and go-to-market offering while expanding the breadth of clients with minimal client overlap; broaden the addressable market opportunity within existing and new verticals as well as clients; expand the addressable pool of skilled labor; leverage operational best practices across our global platform, with the potential to convert more of its fixed cost to variable cost; and further enhance the growth and margin profile to drive shareholder value.
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1010612_15_item7_p9_s0
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1010612_14_item7_p8_s0
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The following table sets forth, for the years indicated, the amounts reflected in the accompanying Consolidated Statements of Operations as well as the changes between the respective years:
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The following table sets forth, for the years indicated, the amounts presented in the accompanying Consolidated Statements of Operations as a percentage of revenues:
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The following table sets forth, for the years indicated, the amounts presented in the accompanying Consolidated Statements of Operations as a percentage of revenues:
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The following table sets forth, for the years indicated, the amounts reflected in the accompanying Consolidated Statements of Operations as well as the changes between the respective years:
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1010612_16_item7_p14_s3
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1010612_15_item7_p10_s1
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The increase in Americas revenues was primarily due to new contract sales of $91.6 million and higher volumes from existing contracts of $2.6 million, partially offset by end-of-life client programs of $50.4 million and the negative foreign currency impact of $23.8 million.
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1010612_16_item7_p8_s1
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1010612_15_item7_p10_s1
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|
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1010612_15_item7_p10_s3
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1010612_16_item7_p8_s3
|
1010612_15_item7_p10_s3
|
The increase in EMEA s revenues was primarily due to higher volumes from existing contracts of $30.6 million and new contract sales of $21.2 million, partially offset by end-of-life client programs of $4.6 million and the negative foreign currency impact of $3.1 million.
|
The decrease in EMEA s revenues was primarily due to the negative foreign currency impact of $43.4 million and end-of-life client programs of $4.5 million, partially offset by higher volumes from existing contracts of $26.6 million and new contract sales of $5.4 million.
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1010612_16_item7_p8_s7
|
1010612_15_item7_p10_s9
|
The capacity utilization rate for EMEA as of December 31, 2014 was 90%, compared to 87% as of December 31, 2013, up primarily due to growth within new and existing clients.
|
The capacity utilization rate for the Americas as of December 31, 2015 was 79%, compared to 77% as of December 31, 2014, up primarily due to growth within new and existing clients.
| 2 |
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1010612_16_item7_p9_s6
|
1010612_15_item7_p11_s0
|
The increase of $0.5 million in general and administrative expenses included a positive foreign currency impact of $5.5 million in the Americas and a positive foreign currency impact of $0.4 million in EMEA.
|
General and Administrative The decrease of $0.9 million in general and administrative expenses included a positive foreign currency impact of $6.0 million in the Americas and a positive foreign currency impact of $8.7 million in EMEA.
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1010612_16_item7_p19_s0
|
1010612_15_item7_p15_s0
|
Income Taxes The increase in income taxes in 2014 compared to 2013 is primarily due to a $23.0 million increase in income in a high tax rate jurisdiction which increased the tax provision by $6.3 million.
|
The decrease in the effective income tax rate in 2014 compared to 2013 is primarily due to a $23.0 million increase in income in a high tax rate jurisdiction which increased the tax provision by $6.3 million.
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1010612_16_item7_p14_s1
|
1010612_15_item7_p16_s1
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The increase in Americas revenues was primarily due to new contract sales of $80.3 million and Alpine acquisition revenues of $68.6 million, partially offset by end-of-life client programs of $25.4 million, lower volumes from existing contracts of $5.9 million and the negative foreign currency impact of $13.9 million.
|
The increase in Americas revenues was primarily due to higher volumes from existing contracts of $89.9 million and new contract sales of $4.3 million, partially offset by end-of-life client programs of $50.4 million and the negative foreign currency impact of $23.8 million.
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1010612_16_item7_p8_s3
|
1010612_15_item7_p16_s3
|
The increase in EMEA s revenues was primarily due to new contract sales of $28.0 million, higher volumes from existing contracts of $6.3 million and the positive foreign currency impact of $4.5 million, partially offset by end-of-life client programs of $6.7 million.
|
The decrease in EMEA s revenues was primarily due to the negative foreign currency impact of $43.4 million and end-of-life client programs of $4.5 million, partially offset by higher volumes from existing contracts of $26.6 million and new contract sales of $5.4 million.
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1010612_16_item7_p13_s2
|
1010612_15_item7_p21_s1
|
The remaining change is due to several factors, including fluctuations in earnings among the various jurisdictions in which we operate, none of which are individually material.
|
The change in the effective tax rate was also affected by several other factors, including fluctuations in earnings among the various jurisdictions in which we operate, none of which are individually material.
| 2 |
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1010612_16_item7_p21_s1
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1010612_15_item7_p24_s1
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See Note 14, Property and Equipment, for further information.
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See Note 2, Acquisitions, and Note 12, Property and Equipment, for further information.
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1010612_16_item7_p35_s0
|
1010612_15_item7_p35_s0
|
The 2012 Credit Agreement is subject to certain borrowing limitations and includes certain customary financial and restrictive covenants.
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The 2015 Credit Agreement is subject to certain borrowing limitations and includes certain customary financial and restrictive covenants.
| 2 |
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1010612_16_item7_p37_s0
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1010612_15_item7_p38_s2
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We expect our current domestic cash levels and cash flows from operations to be adequate to meet our domestic anticipated working capital needs, including investment activities such as capital expenditures and debt repayment for the next twelve months and the foreseeable future.
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1010612_16_item7_p37_s2
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1010612_15_item7_p38_s2
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We expect our current domestic cash levels and cash flows from operations to be adequate to meet our domestic anticipated working capital needs, including investment activities such as capital expenditures and debt repayment for the next twelve months and the foreseeable future.
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Additionally, we expect our current foreign cash levels and cash flows from foreign operations to be adequate to meet our foreign anticipated working capital needs, including investment activities such as capital expenditures for the next twelve months and the foreseeable future.
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1010612_16_item7_p7_s3
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1010612_15_item7_p9_s0
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The following table sets forth, for the years indicated, the amounts presented in the accompanying Consolidated Statements of Operations as a percentage of revenues:
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The following table sets forth, for the years indicated, the amounts reflected in the accompanying Consolidated Statements of Operations as well as the changes between the respective years:
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1010612_16_item7_p8_s0
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1010612_15_item7_p9_s0
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The following table sets forth, for the years indicated, the amounts presented in the accompanying Consolidated Statements of Operations as a percentage of revenues:
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The following table sets forth, for the years indicated, the amounts presented in the accompanying Consolidated Statements of Operations as a percentage of revenues: 2015 Compared to 2014 Revenues Consolidated revenues decreased $41.2 million, or 3.1%, in 2015 from 2014.
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1010612_17_item7_p26_s1
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1010612_16_item7_p11_s1
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See Note 12, Property and Equipment, of the Notes to Consolidated Financial Statements for further information.
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See Note 12, Property and Equipment, for further information.
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1010612_17_item7_p27_s1
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1010612_16_item7_p11_s1
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See Note 12, Property and Equipment, of the Notes to Consolidated Financial Statements for further information.
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See Note 12, Property and Equipment, for further information.
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1010612_17_item7_p17_s0
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1010612_16_item7_p13_s0
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The decrease in the effective tax rate in 2015 compared to 2014 is primarily due to the recognition of a $2.2 million previously unrecognized tax benefit and a $1.3 million reversal of a valuation allowance on deferred tax assets where it is more likely than not the assets will be realized.
|
Income Taxes The increase in the effective tax rate in 2016 compared to 2015 is primarily due to the recognition in the prior period of a $2.2 million previously unrecognized tax benefit, inclusive of penalties and interest, arising from statute of limitations expirations and a $1.3 million reversal of a valuation allowance on deferred tax assets where it is more likely than not the assets will be realized due to the current financial position and results of operations for the current and preceding years.
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1010612_17_item7_p26_s1
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1010612_16_item7_p17_s1
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See Note 12, Property and Equipment, of the Notes to Consolidated Financial Statements for further information.
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See Note 12, Property and Equipment, for further information.
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1010612_17_item7_p27_s1
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1010612_16_item7_p17_s1
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See Note 12, Property and Equipment, of the Notes to Consolidated Financial Statements for further information.
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See Note 12, Property and Equipment, for further information.
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1010612_17_item7_p2_s7
|
1010612_16_item7_p1_s7
|
We have developed an extensive global reach with customer contact management centers throughout the United States, Canada, Europe, Latin America, Australia, the Asia Pacific Rim and Africa.
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We have developed an extensive global reach with customer engagement centers throughout the United States, Canada, Europe, Latin America, Australia, the Asia Pacific Rim and Africa.
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1010612_17_item7_p26_s1
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1010612_16_item7_p21_s1
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See Note 2, Acquisitions, and Note 12, Property and Equipment, for further information.
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See Note 12, Property and Equipment, for further information.
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1010612_17_item7_p27_s1
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1010612_16_item7_p21_s1
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See Note 2, Acquisitions, and Note 12, Property and Equipment, for further information.
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See Note 12, Property and Equipment, for further information.
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1010612_17_item7_p27_s0
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1010612_16_item7_p22_s0
|
(3) The quarter ended December 31, 2014 includes a $2.6 million (gain) on the sale of fixed assets, land and building located in Bismarck, North Dakota.
|
(4) The quarter ended December 31, 2016 includes a $0.2 million (gain) on the sale of fixed assets, land and building located in Morganfield, Kentucky.
| 2 |
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1010612_16_item7_p32_s1
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A total of 4.9 million shares have been repurchased under the 2011 Share Repurchase Program since inception.
|
repurchased under the 2011 Share Repurchase Program since inception.
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1010612_17_item7_p37_s9
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1010612_16_item7_p32_s9
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The $42.8 million decrease in the change in accounts receivable is primarily due to the timing of billings and collections in 2015 over 2014.
|
The $35.4 million increase in the change in accounts receivable is primarily due to the timing of billings and collections in 2016 over 2015.
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1010612_17_item7_p43_s2
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1010612_16_item7_p37_s0
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working capital needs, including investment activities such as capital expenditures and debt repayment for the next twelve months and the foreseeable future.
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1010612_17_item7_p43_s2
|
1010612_16_item7_p37_s2
|
Additionally, we expect our current foreign cash levels and cash flows from foreign operations to be adequate to meet our foreign anticipated working capital needs, including investment activities such as capital expenditures for the next twelve months and the foreseeable future.
|
We expect our current domestic cash levels and cash flows from operations to be adequate to meet our domestic anticipated working capital needs, including investment activities such as capital expenditures and debt repayment for the next twelve months and the foreseeable future.
| 2 |
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1010612_17_item7_p10_s0
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1010612_16_item7_p8_s0
|
The following table sets forth, for the years indicated, the amounts presented in the accompanying Consolidated Statements of Operations as a percentage of revenues: 2015 Compared to 2014 Revenues Consolidated revenues decreased $41.2 million, or 3.1%, in 2015 from 2014.
|
The following table sets forth, for the years indicated, the amounts presented in the accompanying Consolidated Statements of Operations as a percentage of revenues: 2016 Compared to 2015 Revenues Consolidated revenues increased $173.7 million, or 13.5%, in 2016 from 2015.
| 2 |
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1010612_17_item7_p14_s0
|
1010612_16_item7_p9_s6
|
General and Administrative The decrease of $0.9 million in general and administrative expenses included a positive foreign currency impact of $6.0 million in the Americas and a positive foreign currency impact of $8.7 million in EMEA.
|
The increase of $54.2 million in general and administrative expenses included a positive foreign currency impact of $3.7 million in the Americas and a positive foreign currency impact of $2.0 million in EMEA.
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1010612_17_item7_p14_s3
|
1010612_16_item7_p9_s9
|
The increase of $5.1 million in Other general and administrative expenses, which includes corporate and other costs, was primarily attributable to higher compensation costs of $4.3 million, higher consulting costs of $1.2 million, higher software maintenance costs of $1.0 million, higher travel costs of $0.7 million and higher merger and integration costs of $0.5 million, partially offset by lower charitable contributions costs of $1.4 million and lower other costs of $1.2 million.
|
The increase of $9.0 million in Other general and administrative expenses, which includes corporate and other costs, was primarily attributable to higher merger and integration costs of $4.0 million, higher compensation costs of $2.6 million, a reduction in technology costs of $1.9 million allocated to the Americas, higher software maintenance costs of $0.5 million and higher consulting costs of $0.3 million, partially offset by lower other costs of $0.3 million.
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1010612_18_item7_p12_s1
|
1010612_17_item7_p10_s0
|
The following table sets forth, for the years indicated, the amounts presented in the accompanying Consolidated Statements of Operations as a percentage of revenues: 2016 Compared to 2015 Revenues Consolidated revenues increased $173.7 million, or 13.5%, in 2016 from 2015.
|
The following table sets forth, for the years indicated, the amounts presented in the accompanying Consolidated Statements of Operations as a percentage of revenues:
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1010612_18_item7_p13_s3
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1010612_17_item7_p10_s1
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The increase in Americas revenues was primarily due to Clearlink acquisition revenues of $123.3 million, higher volumes from existing clients of $92.9 million and new client sales of $8.5 million, partially offset by end-of-life client programs of $36.6 million and the negative foreign currency impact of $12.7 million.
|
The increase in EMEA s revenues was primarily due to higher volumes from existing clients of $24.9 million and new client sales of $2.7 million, partially offset by end-of-life client programs of $3.5 million and the negative foreign currency impact of $2.9 million.
| 2 |
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1010612_18_item7_p13_s3
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1010612_17_item7_p10_s3
|
The decrease in EMEA s revenues was primarily due to end-of-life client programs of $8.2 million and the negative foreign currency impact of $8.1 million, partially offset by higher volumes from existing clients of $11.0 million and new client sales of $3.6 million.
|
The increase in EMEA s revenues was primarily due to higher volumes from existing clients of $24.9 million and new client sales of $2.7 million, partially offset by end-of-life client programs of $3.5 million and the negative foreign currency impact of $2.9 million.
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1010612_18_item7_p13_s6
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1010612_17_item7_p11_s2
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This increase in seats, net of Clearlink additions, was primarily due to seat additions to support higher projected demand.
|
This increase in seats, net of the Telecommunications Asset acquisition additions, reflects seat additions to support higher projected demand.
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1010612_18_item7_p15_s2
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1010612_17_item7_p14_s1
|
The increase in Americas general and administrative expenses, as a percentage of revenues, was primarily attributable to higher compensation costs of 0.9% and higher other costs of 0.5%, partially offset by a reduction in technology costs of 0.2% allocated from corporate.
|
The decrease in Americas general and administrative expenses, as a percentage of revenues, was primarily attributable to a reduction in technology costs of 0.2% allocated from corporate and lower technology equipment and maintenance costs of 0.2%, partially offset by higher compensation costs of 0.2% and higher other costs of 0.1%.
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1010612_18_item7_p19_s5
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1010612_17_item7_p18_s1
|
The decrease in Americas revenues was primarily due to end-of-life client programs of $82.1 million and the negative foreign currency impact of $23.6 million, partially offset by higher volumes from existing clients of $67.3 million and new client sales of $13.0 million.
|
The decrease in EMEA s revenues was primarily due to end-of-life client programs of $8.2 million and the negative foreign currency impact of $8.1 million, partially offset by higher volumes from existing clients of $11.0 million and new client sales of $3.6 million.
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1010612_18_item7_p13_s3
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1010612_17_item7_p18_s3
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The decrease in EMEA s revenues was primarily due to the negative foreign currency impact of $43.4 million and end-of-life client programs of $4.5 million, partially offset by higher volumes from existing clients of $26.6 million and new client sales of $5.4 million.
|
The increase in EMEA s revenues was primarily due to higher volumes from existing clients of $24.9 million and new client sales of $2.7 million, partially offset by end-of-life client programs of $3.5 million and the negative foreign currency impact of $2.9 million.
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1010612_18_item7_p15_s1
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1010612_17_item7_p19_s3
|
General and Administrative The decrease of $0.9 million in general and administrative expenses included a positive foreign currency impact of $6.0 million in the Americas and a positive foreign currency impact of $8.7 million in EMEA.
|
General and Administrative The increase of $25.1 million in general and administrative expenses included a positive foreign currency impact of $2.7 million in the Americas and a positive foreign currency impact of $1.0 million in EMEA.
| 2 |
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1010612_18_item7_p23_s0
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1010612_17_item7_p19_s3
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General and Administrative The decrease of $0.9 million in general and administrative expenses included a positive foreign currency impact of $6.0 million in the Americas and a positive foreign currency impact of $8.7 million in EMEA.
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The increase of $54.1 million in general and administrative expenses included a positive foreign currency impact of $3.7 million in the Americas and a positive foreign currency impact of $2.0 million in EMEA.
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1010612_18_item7_p23_s3
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1010612_17_item7_p19_s6
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The increase of $5.1 million in Other general and administrative expenses, which includes corporate and other costs, was primarily attributable to higher compensation costs of $4.3 million, higher consulting costs of $1.2 million, higher software maintenance costs of $1.0 million, higher travel costs of $0.7 million and higher merger and integration costs of $0.5 million, partially offset by lower charitable contributions costs of $1.4 million and lower other costs of $1.2 million.
|
The increase of $9.1 million in Other general and administrative expenses, which includes corporate and other costs, was primarily attributable to higher merger and integration costs of $4.0 million, higher compensation costs of $2.6 million, a reduction in technology costs of $1.9 million allocated to the Americas, higher software maintenance costs of $0.5 million and higher consulting costs of $0.3 million, partially offset by lower other costs of $0.2 million.
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1010612_18_item7_p26_s0
|
1010612_17_item7_p23_s0
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Income Taxes The decrease in the effective tax rate in 2015 compared to 2014 is primarily due to the recognition of a $2.2 million previously unrecognized tax benefit and a $1.3 million reversal of a valuation allowance on deferred tax assets where it is more likely than not the assets will be realized.
|
Income Taxes The increase in the effective tax rate in 2016 compared to 2015 is primarily due to the recognition in the prior period of a $2.2 million previously unrecognized tax benefit, inclusive of penalties and interest, arising from statute of limitations expirations and a $1.3 million reversal of a valuation allowance on deferred tax assets where it is more likely than not the assets will be realized due to the current financial position and results of operations for the current and preceding years.
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1010612_18_item7_p1_s1
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1010612_17_item7_p2_s0
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We provide comprehensive inbound customer engagement solutions and services to Global 2000 companies primarily in the communications, financial services, technology/consumer, transportation and leisure, healthcare, retail and other industries.
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We provide differentiated full lifecycle customer engagement solutions and services to Global 2000 companies and their end customers primarily in the communications, financial services, technology, transportation and leisure, healthcare, retail and other industries.
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1010612_18_item7_p37_s2
|
1010612_17_item7_p37_s0
|
repurchased under the 2011 Share Repurchase Program since inception.
|
A total of 5.3 million shares have been repurchased under the 2011 Share Repurchase Program since inception.
| 2 |
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1010612_18_item7_p44_s1
|
1010612_17_item7_p40_s5
|
Although the outcome of examinations by taxing authorities is always uncertain, we believe we are adequately reserved for these audits and that resolution is not expected to have a material impact on our financial condition and results of operations.
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We believe we are adequately reserved for the remaining audits and their resolution is not expected to have a material impact on our financial condition and results of operations.
| 2 |
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1010612_18_item7_p48_s4
|
1010612_17_item7_p43_s4
|
Additionally, we expect our current foreign cash levels and cash flows from foreign operations to be adequate to meet our foreign anticipated working capital needs, including investment activities such as capital expenditures for the next twelve months and the foreseeable future.
|
We expect our current cash levels and cash flows from operations to be adequate to meet our anticipated working capital needs, including investment activities such as capital expenditures and debt repayment for the next twelve months and the foreseeable future.
| 2 |
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1010612_18_item7_p60_s1
|
1010612_17_item7_p56_s1
|
See Note 2, Acquisitions, Note 3, Costs Associated with Exit or Disposal Activities, and Note 23, Defined Benefit Pension Plan and Postretirement Benefits, to the accompanying Consolidated Financial Statements.
|
See Note 23, Defined Benefit Pension Plan and Postretirement Benefits, to the accompanying Consolidated Financial Statements.
| 2 |
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1010612_18_item7_p5_s0
|
1010612_17_item7_p5_s1
|
Interest (expense) includes interest on outstanding borrowings, commitment fees charged on the unused portion of our revolving credit facility and contingent consideration, as more fully described in this Item 7, under Liquidity and Capital Resources.
|
our revolving credit facility and contingent consideration, as more fully described in this Item 7, under Liquidity and Capital Resources.
| 2 |
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1010612_18_item7_p6_s0
|
1010612_17_item7_p6_s0
|
Other (expense) includes gains and losses on foreign currency derivative instruments not designated as hedges, foreign currency transaction gains and losses, gains and losses on the liquidation of foreign subsidiaries and other miscellaneous income (expense).
|
Other income (expense), net includes gains and losses on derivative instruments not designated as hedges, foreign currency transaction gains and losses, gains and losses on the liquidation of foreign subsidiaries and other miscellaneous income (expense).
| 2 |
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1010612_18_item7_p70_s0
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1010612_17_item7_p70_s1
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Determination of any unrecognized deferred tax liability related to investments in foreign subsidiaries is not practicable due to the inherent complexity of the multi-national tax environment in which we operate.
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practicable due to the inherent complexity of the multi-national tax environment in which we operate.
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1010612_18_item7_p81_s1
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1010612_17_item7_p79_s1
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We may elect to forgo this option and proceed to the annual two-step goodwill impairment test.
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We may elect to forgo this option and proceed to the quantitative goodwill impairment test.
| 2 |
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1010612_18_item7_p81_s2
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1010612_17_item7_p80_s0
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If we elect to perform the qualitative assessment and it indicates that a significant decline to fair value of a reporting unit is more likely than not, or if a reporting unit s fair value has historically been closer to its carrying value, or we elect to forgo this qualitative assessment, we will proceed to Step 1 testing where we calculate the fair value of a reporting unit based on discounted future probability-weighted cash flows.
|
If we elect to perform the qualitative assessment and it indicates that a significant decline to fair value of a reporting unit is more likely than not, or if a reporting unit s fair value has historically been closer to its carrying value, or we elect to forgo this qualitative assessment, we will proceed to the quantitative goodwill impairment test where we calculate the fair value of a reporting unit based on discounted future probability-weighted cash flows.
| 2 |
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1010612_18_item7_p11_s1
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1010612_17_item7_p8_s1
|
We refer to such acquisition herein as the Clearlink acquisition.
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We refer to such acquisition herein as the Qelp acquisition.
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1010612_18_item7_p10_s2
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1010612_17_item7_p8_s3
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The results of operations of Clearlink have been reflected in the accompanying Consolidated Statement of Operations since April 1, 2016.
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The results of operations of the Telecommunications Asset acquisition have been reflected in the accompanying Consolidated Statement of Operations since May 31, 2017.
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1010612_18_item7_p91_s4
|
1010612_17_item7_p92_s0
|
In order to hedge a portion of our anticipated cash flow requirements denominated in PHP and CRC, we had outstanding forward contracts and options as of December 31, 2016 with counterparties through December 2017 with notional amounts totaling $96.5 million.
|
In order to hedge a portion of our anticipated revenues denominated in USD and EUR, we had outstanding forward contracts and options as of December 31, 2017 with counterparties through March 2019 with notional amounts totaling $168.5 million.
| 2 |
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1010612_18_item7_p93_s1
|
1010612_17_item7_p93_s2
|
As of December 31, 2016, the fair value of these derivatives was a net asset of $3.2 million.
|
As of December 31, 2017, the fair value of these derivatives was a net liability of $0.5 million.
| 2 |
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1010612_18_item7_p93_s0
|
1010612_17_item7_p94_s0
|
We had forward exchange contracts with notional amounts totaling $55.6 million that are not designated as hedges.
|
We had embedded derivative contracts with notional amounts totaling $13.5 million that are not designated as hedges.
| 2 |
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[] |
[
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1010612_18_item7_p93_s1
|
1010612_17_item7_p95_s1
|
As of December 31, 2016, the fair value of these derivatives was a net asset of $0.6 million.
|
As of December 31, 2017, the fair value of these derivatives was a net liability of $0.5 million.
| 2 |
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[] |
[
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1010612_18_item7_p92_s0
|
1010612_17_item7_p96_s0
|
We had embedded derivative contracts with notional amounts totaling $13.2 million that are not designated as hedges.
|
We had forward exchange contracts with notional amounts totaling $9.3 million that are not designated as hedges.
| 2 |
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] |
[] |
[
"forward",
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1010612_18_item7_p92_s2
|
1010612_17_item7_p96_s1
|
As of December 31, 2016, the fair value of these derivatives was a net liability of $0.6 million.
|
As of December 31, 2017, the fair value of these derivatives was a net asset of $0.2 million.
| 2 |
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[] |
[
"asset",
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1010612_18_item7_p10_s4
|
1010612_17_item7_p9_s1
|
We refer to such acquisition herein as the Qelp acquisition.
|
We refer to such acquisition herein as the Clearlink acquisition.
| 2 |
[
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[
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[
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] |
[] |
[
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