UNITED STATES SECURITIES AND
EXCHANGE COMMISSION
Washington, D.C.
20549
Form 10-Q
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(Mark One)
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þ
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QUARTERLY REPORT PURSUANT TO SECTION 13 OR 15(d)
OF THE SECURITIES EXCHANGE ACT OF 1934
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For the quarterly period ended
March 31, 2008
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OR
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o
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TRANSITION REPORT PURSUANT TO SECTION 13 OR 15(d) OF THE
SECURITIES EXCHANGE ACT OF 1934
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For the transition period
from to
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Commission File
No. 001-33362
eTelecare Global Solutions,
Inc.
(Exact Name of Registrant as
Specified in Its Charter)
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Philippines
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98-0467478
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(State or Other Jurisdiction
of
Incorporation or Organization)
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(I.R.S. Employer
Identification No.)
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31
st
Floor CyberOne Building, Eastwood City, Cyberpark
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Libis, Quezon City
Philippines
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1110
(Zip Code)
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(Address of Principal Executive
Offices)
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Registrants telephone number, including area code:
63 (2) 916 5670
Indicate by check mark whether the registrant: (1) has
filed all reports required to be filed by Section 13 or 15
(d) of the Securities Exchange Act of 1934 during the
preceding 12 months (or for such shorter period that the
registrant was required to file such reports), and (2) has
been subject to such filing requirements for the past
90 days. Yes
þ
No
o
Indicate by check mark whether the registrant is a large
accelerated filer, an accelerated filer, a non-accelerated
filer, or a smaller reporting company. See the definitions of
large accelerated filer, accelerated
filer and smaller reporting company in Rule
12b-2
of the
Exchange Act. (Check one):
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Large
accelerated
filer
o
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Accelerated
filer
o
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Non-accelerated
filer
þ
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Smaller
reporting
company
o
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(Do not check if a smaller reporting company)
Indicate by check mark whether the registrant is a shell company
(as defined in
Rule 12b-2
of the Exchange
Act.): Yes
o
No
þ
On May 9, 2008, 29,093,464 shares of the
Registrants common shares par value 2 Philippine Pesos
($0.04 U.S.) per share, were outstanding.
PART I.
FINANCIAL INFORMATION
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ITEM 1:
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FINANCIAL
STATEMENTS.
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eTelecare
Global Solutions, Inc. and Subsidiaries
(In
thousands, except share and per share data)
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March 31,
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December 31,
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2008
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2007
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(Unaudited)
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ASSETS
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Current assets:
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Cash and cash equivalents
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$
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41,924
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$
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35,129
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Trade and other receivables, net
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48,694
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47,092
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Fair value of derivatives
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3,529
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Prepaid expenses and other current assets
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4,834
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5,067
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Total current assets
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95,452
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90,817
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Non-current assets:
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Property and equipment, net
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58,691
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55,666
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Goodwill
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14,425
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14,425
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Other intangible assets, net
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736
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1,139
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Other noncurrent assets
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4,727
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4,512
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Total non-current assets
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78,579
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75,742
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Total assets
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$
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174,031
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$
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166,559
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LIABILITIES AND STOCKHOLDERS EQUITY
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Current liabilities:
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Trade accounts payable
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$
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9,281
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$
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6,672
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Accrued and other expenses
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25,598
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21,935
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Fair value of derivatives
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1,712
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Current portion of:
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Obligations under capital lease
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47
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145
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Total current liabilities
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36,638
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28,752
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Non-current liabilities:
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Asset retirement obligations
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2,058
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2,019
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Other non-current liabilities
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2,668
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2,749
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Total non-current liabilities
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4,726
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4,768
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Commitments and contingencies (Note 7)
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Stockholders equity:
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Capital stock, 2 Philippine Peso ($0.04 U.S.) par value,
65,000,000 shares authorized, 29,074,464 shares
outstanding at March 31, 2008 and 28,979,218 outstanding at
December 31, 2007
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1,133
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1,129
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Additional paid-in capital
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101,673
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100,702
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Retained earnings
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31,029
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29,158
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Accumulated other comprehensive income (loss)
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(1,168
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)
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2,050
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Total stockholders equity
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132,667
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133,039
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Total liabilities and stockholders equity
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$
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174,031
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$
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166,559
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See accompanying notes to unaudited consolidated financial
statements.
1
eTelecare
Global Solutions, Inc. and Subsidiaries
(In
thousands, except per share data)
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Three Months Ended March 31,
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2008
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2007
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(Unaudited)
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Service revenue
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$
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73,247
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$
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62,110
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Cost and expenses:
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Cost of services (exclusive of depreciation shown separately
below)
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54,160
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42,535
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Selling and administrative expenses
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11,569
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8,714
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Depreciation and amortization
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5,515
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3,543
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Total cost and expenses
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71,244
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54,792
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Income from operations
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2,003
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7,318
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Other income (expenses):
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Interest expense and financing charges
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(89
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)
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(1,634
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)
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Interest income
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184
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Foreign exchange gain (loss)
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36
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(262
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)
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Other
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(6
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)
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183
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Net other income (expenses)
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125
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(1,713
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)
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Income before income tax provision
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2,128
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5,605
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Income tax provision
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257
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392
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Net income
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$
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1,871
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$
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5,213
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Net income per share basic
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$
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0.06
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$
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0.23
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Net income per share diluted
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$
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0.06
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$
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0.21
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See accompanying notes to unaudited consolidated financial
statements.
2
eTelecare
Global Solutions, Inc. and Subsidiaries
(In
thousands)
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Three Months Ended
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March 31,
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2008
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2007
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(Unaudited)
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Net income (loss)
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$
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1,871
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|
$
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5,213
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Other comprehensive income:
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Change in fair values of derivatives qualifying as cash flow
hedges, net of tax
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(3,218
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)
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Comprehensive income (loss)
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$
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(1,347
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)
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$
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5,213
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|
|
|
|
|
|
|
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See accompanying notes to unaudited consolidated financial
statements.
3
eTelecare
Global Solutions, Inc. and Subsidiaries
(In
thousands, except number of shares)
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|
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|
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Accumulated
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Additional
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Other
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Capital Stock
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Paid-in-
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Retained
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Comprehensive
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Shares
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Amount
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Capital
|
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Earnings
|
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Income (Loss)
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Total
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(Unaudited)
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Balances, December 31, 2007
|
|
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28,979,218
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$
|
1,129
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|
$
|
100,702
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|
$
|
29,158
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|
|
$
|
2,050
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$
|
133,039
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Stock option exercises
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|
95,246
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|
|
|
4
|
|
|
|
241
|
|
|
|
|
|
|
|
|
|
|
|
245
|
|
Stock compensation expense
|
|
|
|
|
|
|
|
|
|
|
795
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|
|
|
|
|
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|
|
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795
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Net tax shortfall of stock option exercise
|
|
|
|
|
|
|
|
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(65
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)
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|
|
|
|
|
|
|
|
(65
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)
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Net income
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
1,871
|
|
|
|
|
|
|
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1,871
|
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Other comprehensive income
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
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(3,218
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)
|
|
|
(3,218
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)
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Balances, March 31, 2008
|
|
|
29,074,464
|
|
|
$
|
1,133
|
|
|
$
|
101,673
|
|
|
$
|
31,029
|
|
|
$
|
(1,168
|
)
|
|
$
|
132,667
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
See accompanying notes to unaudited consolidated financial
statements.
4
eTelecare
Global Solutions, Inc. and Subsidiaries
(In
thousands)
|
|
|
|
|
|
|
|
|
|
|
Three Months Ended March 31,
|
|
|
|
2008
|
|
|
2007
|
|
|
|
(Unaudited)
|
|
|
Cash Flows from Operating Activities:
|
|
|
|
|
|
|
|
|
Net income
|
|
$
|
1,871
|
|
|
$
|
5,213
|
|
Adjustments for:
|
|
|
|
|
|
|
|
|
Depreciation and amortization
|
|
|
5,515
|
|
|
|
3,543
|
|
Provisions for:
|
|
|
|
|
|
|
|
|
Doubtful accounts
|
|
|
149
|
|
|
|
160
|
|
Stock compensation expense
|
|
|
795
|
|
|
|
421
|
|
Deferred taxes
|
|
|
(1,330
|
)
|
|
|
|
|
Accretion of interest on asset retirement obligations
|
|
|
39
|
|
|
|
41
|
|
Loss on disposal of assets
|
|
|
8
|
|
|
|
330
|
|
Excess tax benefits from share-based payment arrangements
|
|
|
(2
|
)
|
|
|
|
|
Change in:
|
|
|
|
|
|
|
|
|
Trade and other receivables
|
|
|
(1,751
|
)
|
|
|
(7,116
|
)
|
Prepaid expenses and other current assets
|
|
|
2,270
|
|
|
|
(1,902
|
)
|
Trade accounts payable
|
|
|
2,497
|
|
|
|
(1,343
|
)
|
Accrued and other expenses
|
|
|
1,787
|
|
|
|
2,033
|
|
Other non-current assets
|
|
|
53
|
|
|
|
(676
|
)
|
Other non-current liabilities
|
|
|
(81
|
)
|
|
|
221
|
|
|
|
|
|
|
|
|
|
|
Net cash provided by operating activities
|
|
|
11,820
|
|
|
|
925
|
|
|
|
|
|
|
|
|
|
|
Cash Flows from Investing Activities:
|
|
|
|
|
|
|
|
|
Purchase of property and equipment
|
|
|
(5,118
|
)
|
|
|
(7,204
|
)
|
Refundable deposits
|
|
|
(56
|
)
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Net cash used in investing activities
|
|
|
(5,174
|
)
|
|
|
(7,204
|
)
|
|
|
|
|
|
|
|
|
|
Cash Flows from Financing Activities:
|
|
|
|
|
|
|
|
|
Proceeds from:
|
|
|
|
|
|
|
|
|
Revolving line of credit
|
|
|
|
|
|
|
71,685
|
|
Payments for:
|
|
|
|
|
|
|
|
|
Revolving line of credit
|
|
|
|
|
|
|
(63,402
|
)
|
Long-term debt
|
|
|
|
|
|
|
(1,000
|
)
|
Obligations under capital lease
|
|
|
(98
|
)
|
|
|
(221
|
)
|
Offering costs
|
|
|
|
|
|
|
(290
|
)
|
Excess tax benefits from share-based payment arrangements
|
|
|
2
|
|
|
|
|
|
Proceeds from stock option and warrant exercises
|
|
|
245
|
|
|
|
8
|
|
|
|
|
|
|
|
|
|
|
Net cash provided by financing activities
|
|
|
149
|
|
|
|
6,780
|
|
|
|
|
|
|
|
|
|
|
Net increase in cash and cash equivalents
|
|
|
6,795
|
|
|
|
501
|
|
Cash and cash equivalents at beginning of period
|
|
|
35,129
|
|
|
|
690
|
|
|
|
|
|
|
|
|
|
|
Cash and cash equivalents at end of period
|
|
$
|
41,924
|
|
|
$
|
1,191
|
|
|
|
|
|
|
|
|
|
|
Supplemental Cash Flow Information
|
|
|
|
|
|
|
|
|
Supplemental information for non-cash investing activity:
|
|
|
|
|
|
|
|
|
Accrued capital expenditures in accounts payable
|
|
|
6,160
|
|
|
|
4,003
|
|
Asset retirement obligation recognized
|
|
|
|
|
|
|
184
|
|
Supplemental information for non-cash financing activities:
|
|
|
|
|
|
|
|
|
Proceeds from initial stock offering
|
|
|
|
|
|
|
69,052
|
|
See accompanying notes to unaudited consolidated financial
statements.
5
eTelecare
Global Solutions, Inc. and Subsidiaries
(In
thousands, except share and per share data)
Interim
Financial Information
The accompanying consolidated financial statements as of
March 31, 2008 and for each of the three months ended
March 31, 2008 and 2007 are unaudited. The unaudited
consolidated financial statements include all adjustments,
consisting of normal recurring accruals, which the Company
considers necessary for a fair presentation of the financial
position and the results of operations for those periods. The
consolidated balance sheet information as of December 31,
2007 has been derived from the audited financial statements at
that date but does not include all of the financial information
and footnotes required by accounting principles generally
accepted in the United States for complete financial statements.
Certain information and footnote disclosures normally included
in financial statements prepared in accordance with accounting
principles generally accepted in the United States of America
have been omitted. These financial statements should be read in
conjunction with the consolidated financial statements and notes
thereto included in our December 31, 2007 audited financial
statements filed with our annual report on
Form 10-K
on March 14, 2008 with the Securities and Exchange
Commission. Operating results for the three months ended
March 31, 2008 are not necessarily indicative of the
results that may be expected for the entire year ending
December 31, 2008.
The preparation of financial statements in conformity with
accounting principles generally accepted in the United States of
America requires management to make certain estimates and
assumptions that affect the reported amounts of assets and
liabilities and disclosure of contingent assets and liabilities
at the date of the financial statements and the reported amounts
of revenues and expenses during the reporting period. Actual
results could differ from those estimates.
For the three months ended March 31, 2008, we had three
clients that each contributed more than 10% of our revenue,
including AT & T, representing 25% of our revenue,
Dell, representing 19% of our revenue, and Sprint, representing
20% of our revenue.
Income taxes for the interim periods presented have been
included in the accompanying financial statements on the basis
of an estimated annual effective tax rate. As of March 31,
2008, the estimated annual effective tax rate for 2008 is 12%.
The estimated annual effective tax rate for 2008 differs from
the Philippines statutory tax rate of 35% primarily as a result
of our Philippine income tax holidays, which expire at staggered
dates through 2012. Our next anticipated expiring income tax
holidays are in the second half of 2008 for two of our delivery
center sites. We intend to apply for an extension or conversion
to Pioneer holiday status prior to expiration. Although our
estimated annual effective tax rate does not assume that the
extension or conversion will be approved, we understand it is
the current practice of the Philippine government to grant
extensions on such tax holidays as a means of attracting foreign
investment in specified sectors, including the outsourcing
industry. If the extensions or conversion to Pioneer holiday
status of the two expiring tax holidays are approved before
their expiration in the second half of 2008, our estimated
annual effective tax rate for 2008 would decrease to
approximately 11% at the time of Philippine governmental
approval.
As of March 31, 2008, we had unrecognized tax benefits of
approximately $1,500. The entire amount of unrecognized tax
benefits at March 31, 2008 would, if recognized, reduce our
annual tax expense. The Company anticipates approximately $800
of the March 31, 2008 balance will be recognized in the
next 12 months due to expiration of the statute of
limitations.
We recognize interest and penalties relating to unrecognized tax
benefits in income tax expense. As of March 31, 2008, we
have accrued approximately $200 of accrued interest and
penalties related to uncertain tax positions at March 31,
2008 which are included as a component of the total unrecognized
tax benefit of approximately $1,500.
6
eTelecare
Global Solutions, Inc. and Subsidiaries
Notes to
Unaudited Consolidated Financial Statements
(Continued)
The Company operates in and files income tax returns in various
jurisdictions in the Philippines and the United States
which are subject to examination by tax authorities. With few
exceptions, the Company is no longer subject to US federal and
state or Philippine income tax examinations before 2004. As of
March 31, 2008, the Company was under income tax audit in
the State of Arizona for our
2004-2006 years.
Although there can be no assurance as to the ultimate
disposition, we believe that the outcome of this audit will not
have a material effect on our financial position, results of
operation or cash flows.
Although substantially all of the Companys revenue is
derived principally from client contracts that are invoiced and
collected in U.S. dollars, a significant portion of the
Companys cost of services and selling and administrative
expenses is incurred and paid in Philippine pesos. Accordingly,
the Companys results of operations and cash flows are
affected by an increase in the value of the Philippine peso
relative to the U.S. dollar, the functional and reporting
currency of eTelecare and its subsidiaries. To partially hedge
against currency changes between the Philippine peso and the
U.S. dollar, eTelecare has implemented a hedging strategy,
beginning in August 2007. This strategy consists of a
rolling hedge program that entails contracting with third-party
financial institutions to acquire zero cost, non-deliverable
forward contracts that are expected to cover approximately 80%
of Philippine peso-denominated forecasted expenses for the
current quarter, 60% of the forecasted peso expenses for the
next quarter, 40% of the forecasted peso expenses for two
quarters out and finally, 20% of forecasted peso expenses for
three quarters out. For 2008, however, we modified the
application of this strategy to hedge approximately 90% of our
forecasted Philippine peso-denominated expenses. We will
continue to reevaluate our hedge strategy and adjust the
percentage of expenses hedged depending on certain external and
economic factors and indicators.
The foreign currency forward contracts that are used to hedge
this exposure are designated as cash flow hedges in accordance
with the criteria established in Statement of Financial
Accounting Standards (SFAS) No. 133
Accounting for Derivative Instruments and Hedging
Activities (SFAS 133). SFAS 133
requires that a company must formally document, designate and
assess the effectiveness of transactions that receive hedge
accounting treatment. For accounting purposes, effectiveness
refers to the cumulative changes in the fair value of the
derivative instrument being highly correlated to the inverse
changes in the fair value of the hedged item. Based on the
criteria established by SFAS 133, all of the Companys
cash flow hedge contracts are deemed effective. If any
ineffectiveness arises, it will be recorded within Foreign
Exchange Gain (Loss) on the Consolidated Statement of
Operations. The derivative instrument is recorded in the
Companys Consolidated Balance Sheets as either an asset or
liability measured at its fair value, with changes in the fair
value of qualifying hedges recorded in Accumulated Other
Comprehensive Income (Loss), a component of Stockholders
Equity. The settlement of these derivatives will result in
reclassifications from Accumulated Other Comprehensive Income
(Loss) to earnings in the period during which the hedge
transaction affects earnings. While the Company expects that its
derivative instruments will continue to meet the conditions for
hedge accounting, if the hedges did not qualify as highly
effective or if the Company did not believe that forecasted
transactions would occur, the changes in the fair value of the
derivatives used as hedges would be reflected currently in
earnings.
As of March 31, 2008, the notional amount of the
outstanding derivative instruments designated for hedge
accounting is summarized as follows:
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Local
|
|
|
|
|
|
Dates
|
|
|
|
Currency
|
|
|
U.S. Dollar
|
|
|
Contracts are
|
|
|
|
Amount
|
|
|
Amount
|
|
|
Through
|
|
|
Philippine Peso
|
|
$
|
3,942,750
|
|
|
$
|
94,799
|
|
|
|
Mar-09
|
|
These derivatives are classified as Fair Value of Derivatives of
($1,168) and $3,153 as of March 31, 2008, and
December 31, 2007, respectively, in the accompanying
Consolidated Balance Sheets.
A total of $1,168 of deferred losses, net of tax of $0, on
derivative instruments as of March 31, 2008, was recorded
in Accumulated Other Comprehensive Income (Loss) in the
accompanying Consolidated Balance Sheets. The Company expects
that all of this deferred loss will be reclassified into
earnings within the next 12 months.
7
eTelecare
Global Solutions, Inc. and Subsidiaries
Notes to
Unaudited Consolidated Financial Statements
(Continued)
For the quarter ended March 31, 2008, the Company recorded
a gain of $1,791 for settled hedge contracts. This gain is
reflected in Cost and Expenses in the accompanying Consolidated
Statements of Operations.
The Company also entered into foreign exchange forward contracts
to reduce the short-term effect of foreign currency fluctuations
related to approximately $16 million of accrued liabilities
that are denominated in Philippine peso. The gains and losses on
these forward contracts are intended to offset the transaction
gains and losses on the Philippine Peso obligations. These gains
and losses are recognized in earnings as the Company elected not
to classify the contracts for hedge accounting treatment. The
value of these contracts was ($544) and $376 as of
March 31, 2008 and December 31, 2007, respectively,
and is recorded as a component of Fair Value of Derivatives in
the accompanying Consolidated Balance Sheets. We realized $235
of losses on these contracts for the quarter ended
March 31, 2008, which are recorded within Foreign Exchange
Gain (Loss) on the Statement of Operations.
|
|
4.
|
Fair
Value Measurements
|
The Company adopted Financial Accounting Standards Board
(FASB) Statement of Financial Accounting Standards
(SFAS) No. 157, Fair Value
Measurements (SFAS 157) on
January 1, 2008 for all financial assets and liabilities
and non-financial assets and liabilities that are recognized or
disclosed at fair value in the financial statements on a
recurring basis. SFAS 157 defines fair value, establishes a
consistent framework for measuring fair value and expands
disclosure requirements about fair value measurements.
SFAS 157 does not change the accounting for those
instruments that were, under previous GAAP, accounted for at
cost or contract value. In February 2008, the FASB issued staff
position
No. 157-2
(FSP 157-2),
which delays the effective date of SFAS 157 one year for
all non-financial assets and non-financial liabilities, except
those recognized or disclosed at fair value in the financial
statements on a recurring basis. The company has no
non-financial assets and liabilities that are required to be
measured at fair value on a recurring basis as of March 31,
2008.
The Company holds derivatives, which must be measured using the
SFAS 157 prescribed fair value hierarchy and related
valuation methodologies. SFAS 157 specifies a hierarchy of
valuation techniques based on whether the inputs to each
measurement are observable or unobservable. Observable inputs
reflect market data obtained from independent sources, while
unobservable inputs reflect the Companys assumptions about
current market conditions. The prescribed fair value hierarchy
and related valuation methodologies are as follows:
Level 1
Quoted prices for identical
instruments in active markets.
Level 2
Quoted prices for similar
instruments in active markets, quoted prices for identical or
similar instruments in markets that are not active and
model-derived valuations, in which all significant inputs are
observable in active markets.
Level 3
Valuations derived from
valuation techniques, in which one or more significant inputs
are unobservable.
As of March 31, 2008, the fair value of the Companys
financial assets and liabilities was as follows:
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Level 1
|
|
|
Level 2
|
|
|
Level 3
|
|
|
Total
|
|
|
Assets:
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Derivative assets
|
|
|
|
|
|
$
|
1,123
|
|
|
|
|
|
|
$
|
1,123
|
|
Liabilities:
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Derivative liabilities
|
|
|
|
|
|
|
(2,835
|
)
|
|
|
|
|
|
|
(2,835
|
)
|
Valuation
Methodologies
In determining the fair value of the Companys foreign
currency derivatives, the Company uses forward contract and
option valuation models employing market observable inputs, such
as spot and forward currency rates, and time value. Since the
Company only uses observable inputs in its valuation of its
derivative assets and liabilities, they are considered
Level 2.
8
eTelecare
Global Solutions, Inc. and Subsidiaries
Notes to
Unaudited Consolidated Financial Statements
(Continued)
The computation of basic and diluted earnings per share is as
follows (in thousands except per share data):
|
|
|
|
|
|
|
|
|
|
|
Three Months Ended March 31,
|
|
|
|
2008
|
|
|
2007
|
|
|
Net income
|
|
$
|
1,871
|
|
|
$
|
5,213
|
|
|
|
|
|
|
|
|
|
|
Weighted average shares:
|
|
|
|
|
|
|
|
|
Common shares outstanding for basic earnings per share
|
|
|
29,030
|
|
|
|
22,431
|
|
Potential common shares issuable upon exercise of stock options
|
|
|
1,328
|
|
|
|
2,966
|
|
|
|
|
|
|
|
|
|
|
Weighted average diluted shares
|
|
|
30,358
|
|
|
|
25,397
|
|
|
|
|
|
|
|
|
|
|
Basic earnings per share
|
|
$
|
0.06
|
|
|
$
|
0.23
|
|
Diluted earnings per share
|
|
$
|
0.06
|
|
|
$
|
0.21
|
|
Potential common shares issuable upon exercise of stock options
exclude 0.9 million and 0.7 million shares for the
three months ended March 31, 2008 and 2007, respectively,
as the effect was antidilutive.
On September 3, 2007 (the Effective Date), the
Company amended its Articles of Incorporation to reflect a
change in the number of its authorized common shares from
130,000,000 common shares to 65,000,000 common shares to enable
us to effect a two-for-one reverse split of the outstanding
common shares.
On the Effective Date, every two outstanding common shares of
the Company were reconstituted into one common share of the
Company. This modification to the authorized and outstanding
common shares did not affect the rights or the number of the
Companys outstanding American Depositary Shares
(ADSs), except that each outstanding ADS now
represents one common share, resulting in an ADS-to-common
shares ratio of one-to-one instead of the prior ADS-to-common
shares ratio of one-to-two.
All references contained in these financial statements to
amounts of outstanding shares of common stock or ADSs give
effect to this two-for-one reverse stock split.
We are the defendant in the employment matter of
James
Dreyfuss vs. ETelecare Global Solutions-US, Inc.
filed in
the United States District Court, Southern District of New York
on February 4, 2008. In the matter, James Dreyfuss,
who served as our Regional Vice President of Sales, has asserted
the following claims against the company: (1) two counts of
breach of contract; (2) violation of New York Labor Law
Sections 190 et seq. (3) quantum merit;
(4) unjust enrichment; (5) breach of covenant of good
faith and fair dealing; and (6) promissory estoppel.
Mr. Dreyfuss seeks compensatory damages in an amount to be
proven at trial, penalties under New York Labor Law
Section 198, pre- and post-judgment interest and costs and
expenses for such suit, including attorneys fees. We filed
a motion to compel arbitration on April 7, 2008 which
motion will be briefed by May 27, 2008. We are now in the
early stages of discovery. While we cannot predict with
certainty the outcome of the litigation, we believe the ultimate
outcome of this matter will not have a material adverse impact
on the financial position or our results of operations.
Accordingly, no liability has been recorded in the financial
statements.
The Company is subject to other legal proceedings and claims,
which have arisen in the ordinary course of its business.
Although there can be no assurance as to the ultimate
disposition of these matters and the proceedings disclosed
above, it is the opinion of the Companys management, based
upon the information available at this time, that the expected
outcome of these matters, individually or in the aggregate, will
not have a material adverse effect on the Companys results
of operations or financial position.
9
|
|
ITEM 2:
|
MANAGEMENTS
DISCUSSION AND ANALYSIS OF FINANCIAL CONDITION AND RESULTS OF
OPERATIONS.
|
This Managements Discussion and Analysis of Financial
Condition and Results of Operations should be read together with
the unaudited consolidated financial statements and related
notes appearing in Item 1 of this report on
Form 10-Q
and the section entitled Managements Discussion and
Analysis of Financial Condition and Results of Operations
and our audited financial statements for the year-ended
December 31, 2007 included in our annual report on
Form 10-K
previously filed with the Securities and Exchange Commission on
March 14, 2008.
This report on
Form 10-Q
contains forward-looking statements. These statements include
but are not limited to our expectations that clients are
increasingly looking for vendors that provide business process
outsourcing, or BPO, services from multiple locations, our
anticipated growth in our business, anticipated increase in our
selling and administrative expenses, our anticipated effective
tax rate for 2008, the potential to obtain extensions on
Philippine tax holidays, our anticipated capital expenditures in
2008, and our belief regarding the adequacy of our capital
resources over the next 12 months. Forward-looking
statements are subject to risks and uncertainties that could
cause actual results to differ materially from those discussed
in these forward-looking statements. These risks and
uncertainties include, but are not limited to, our ability to
attract and retain enough sufficiently trained customer service
associates and other personnel, our ability to maintain our
pricing, utilize our employees and assets efficiently and
maintain and improve the current mix of services that we deliver
from our offshore locations, our ability to compete effectively
with onshore and offshore BPO companies and with information
technology companies that also offer BPO services and our
ability to manage our growth effectively and maintain effective
internal processes. Additional risks and uncertainties include
those listed under Item 1A, Risk Factors.
eTelecare Global Solutions, Inc. expressly disclaims any
obligation or undertaking to release publicly any updates or
revisions to any forward-looking statements contained in this
report to conform these statements to actual results or changes
in our expectations or in events, conditions or circumstances on
which any such statement is based. You should not place undue
reliance on these forward-looking statements, which apply only
as of the date hereof.
Introduction
Our Managements Discussion and Analysis is intended to
facilitate an understanding of our business and results of
operations and consists of the following sections:
|
|
|
|
|
Overview: a summary of our business;
|
|
|
|
Results of Operations: a discussion of our operating results;
|
|
|
|
Liquidity and Capital Resources: an analysis of our cash flows,
sources and uses of cash and financial position;
|
Overview
We are a leading provider of business process outsourcing, or
BPO, services focusing on the complex, voice-based segment of
customer care services delivered from both onshore and offshore
locations. We provide a range of services including technical
support, financial advisory services, warranty support, customer
service, sales and customer retention. Our services are
delivered from seven delivery centers in the Philippines and six
delivery centers in the United States, with approximately
10,600 employees in the Philippines and approximately
2,800 employees in the United States as of March 31,
2008.
We completed our initial public offering in the United States on
April 2, 2007 in the form of 5,500,000 American Depositary
Shares, or ADSs. Our ADSs are listed on the NASDAQ Global
Market. Our initial public offering raised $69.1 million,
net of underwriting discounts and commissions and offering
costs. On April 5, 2007, we received additional proceeds of
$10.3 million, net of underwriting discounts and
commissions and offering costs of $844,000, as a result of the
exercise by our underwriters of their over-allotment option to
purchase an additional 825,000 ADSs from us. In April 2007, we
used an aggregate of $36.3 million from these proceeds to
repay outstanding debt. In late November 2007, we completed our
listing by way of introduction on the Philippine Stock Exchange.
We currently are a foreign private issuer under the applicable
rules and regulations in the United States.
10
However, we voluntarily elect to file our periodic and current
company reports under the Exchange Act in accordance with the
rules and regulations applicable to a U.S. issuer.
Results
of Operations for the Three Months Ended March 31, 2008 and
2007
The following table sets forth our unaudited historical
operating results, as a percentage of revenue for the periods
indicated:
|
|
|
|
|
|
|
|
|
|
|
Three Months Ended
|
|
|
|
March 31,
|
|
|
|
2008
|
|
|
2007
|
|
|
Consolidated Statements of Operations Data:
|
|
|
|
|
|
|
|
|
Service revenue
|
|
|
100.0
|
%
|
|
|
100.0
|
%
|
Cost and expenses:
|
|
|
|
|
|
|
|
|
Cost of services (exclusive of depreciation shown separately
below)
|
|
|
73.9
|
|
|
|
68.5
|
|
Selling and administrative expenses
|
|
|
15.8
|
|
|
|
14.0
|
|
Depreciation and amortization
|
|
|
7.6
|
|
|
|
5.7
|
|
|
|
|
|
|
|
|
|
|
Total cost and expenses
|
|
|
97.3
|
|
|
|
88.2
|
|
|
|
|
|
|
|
|
|
|
Income from operations
|
|
|
2.7
|
|
|
|
11.8
|
|
Other income (expenses):
|
|
|
|
|
|
|
|
|
Interest expense and financing charges
|
|
|
(0.1
|
)
|
|
|
(2.7
|
)
|
Interest income
|
|
|
0.3
|
|
|
|
|
|
Foreign exchange gain
|
|
|
0.0
|
|
|
|
(0.4
|
)
|
Other
|
|
|
(0.0
|
)
|
|
|
0.3
|
|
|
|
|
|
|
|
|
|
|
Total other income (expenses)
|
|
|
0.2
|
|
|
|
(2.8
|
)
|
|
|
|
|
|
|
|
|
|
Income before income tax provision
|
|
|
2.9
|
|
|
|
9.0
|
|
Income tax provision
|
|
|
0.3
|
|
|
|
0.6
|
|
|
|
|
|
|
|
|
|
|
Net income
|
|
|
2.6
|
%
|
|
|
8.4
|
%
|
|
|
|
|
|
|
|
|
|
Service Revenue.
We generate revenue from the
customer care and other BPO programs we administer for our
clients. We provide our services to clients under contracts that
typically consist of a master services agreement, which contains
the general terms and conditions of our client relationship, and
a statement of work, which describes in detail the terms and
conditions of each program we administer for a client. Our
contracts with our clients typically have a term of one year and
can be terminated earlier by our clients or us without cause,
typically upon 30 to 90 days notice. Although the
contractual commitments from our clients are short, our client
relationships tend to be longer-term given the scale and
complexity of the services we provide coupled with the risk and
costs to our clients associated with bringing business processes
in-house or outsourcing them to another provider. For the same
reasons, our sales cycle tends to range from six to
12 months.
The outsourcing industry is extremely competitive, and
outsourcers have historically competed based on pricing terms.
Accordingly, we could be subject to pricing pressure and may
experience a decline in our average selling prices for our
services. We attempt to mitigate this pricing pressure by
differentiating ourselves from our competition based on the
value we bring to our clients through the quality of our
services and our ability to provide quantifiable results that
our clients can measure against our competitors. We provide a
sales proposition to a client based on quantifiable value per
dollar spent by the client on our services. For example, we work
with the client to quantify the costs to the client of
activities such as the time it takes to handle a call, repeat
calls, parts dispatches and cancelled sales. We similarly work
with a client to quantify the value from initial product sales,
sales of products complimentary or more expensive than the
products in which a customer is originally interested and repeat
purchasing based on customer satisfaction. This information on
costs and value created is combined to develop a value created
per dollar spent model on which both the client and we agree in
order to set the price for our services in
11
our contract. We then assess our performance against this model
on a quarterly basis and share our results measured by these
metrics with our client on a quantified scorecard. This gives
our client a means of comparing the value we created per dollar
spent on us to the same metrics for our clients internal
business process centers or other outsourcers.
We derive our revenue primarily through time-delineated or
session-based fees, including hourly or per-minute charges and
charges per interaction, which are separately negotiated on a
client-by-client
basis. In some contracts, we are paid higher rates if we meet
specified performance criteria, which are based on objective
performance metrics that our client agrees would add
quantifiable value to their operations. These payment
arrangements can take many forms, including additional payments
to us based on the number of confirmed sale transactions we make
on behalf of a client or based on meeting customer satisfaction
targets. Bonuses are typically 5% to 10% of revenue for a
program. Conversely, some of our contracts include provisions
that provide for downward revision of our prices under certain
circumstances, such as if the average speed required to answer a
call is longer than agreed to with the client. Downward
revisions are typically limited to a maximum of 5% of revenue
for a program. All of our bonus and downward revision provisions
are negotiated at the time that we sign a statement of work with
a client and our revenue from our contracts is thus fixed and
determinable at the end of each month.
We currently derive substantially all of our revenue from
U.S.-based
clients. We receive most of our revenue from a small number of
clients, with an aggregate of approximately 81% and 84%,
respectively, of our revenue from our five largest clients for
the three months ended March 31, 2008 and 2007. For the
three months ended March 31, 2008, we had three clients
that each contributed more than 10% of our revenue, including
AT & T, representing 25% of our revenue, Dell,
representing 19% of our revenue, and Sprint, representing 20% of
our revenue. We often administer multiple programs for a single
client with separate contracts or statements of work that
sometimes are negotiated with separate parts of the client
organization, which we view as being different clients for
practical purposes. For example, we perform four separate
programs for AT & T for two separate AT & T
business units.
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Three Months
|
|
|
|
|
|
|
Ended
|
|
|
|
|
|
|
March 31,
|
|
|
Increase (Decrease)
|
|
|
|
2008
|
|
|
2007
|
|
|
$
|
|
|
%
|
|
|
|
(Dollars in thousands)
|
|
|
Service revenue
|
|
$
|
73,247
|
|
|
$
|
62,110
|
|
|
$
|
11,137
|
|
|
|
18
|
%
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Our revenue growth was primarily driven by an expansion of work
with existing clients delivered from our Philippine locations
which accounted for 65% of our first quarter 2008 revenue
compared to 54% of our first quarter 2007 revenue. For example,
services performed for one of our largest clients increased to
approximately 20% from 9% of our global revenue in the first
quarters of 2008 and 2007, respectively, due to the expansion of
services delivered from our Philippine delivery centers and with
the addition of programs delivered from our U.S. delivery
centers.
Cost of services.
Cost of services consists
primarily of the salaries, payroll taxes and employee benefit
costs of our customer service associates and other operations
personnel. Cost of services also includes direct communications
costs, rent expense, information technology costs, facilities
support and customer management support costs related to the
operation of our delivery centers. We expense these costs as
incurred.
Our cost of services is most heavily impacted by prevailing
salary levels. Although we have not been subject to significant
wage inflation in the Philippines or the United States, any
significant increase in the market rate for wages could harm our
operating results and our operating margin.
We often incur significant costs in the early stages of
implementation or in anticipation of meeting a current
clients forecasted demand for our services, with the
expectation that these costs will be recouped over the life of
the program, thereby enabling us to achieve our targeted
returns. Similarly, we may also be required to increase
recruiting and training costs to prepare our customer service
associates for a specific type of service. Such costs are
expensed as incurred. If we undertake additional recruiting and
training programs and our client terminates a program early or
does not meet its forecasted demand, our operating margin could
decline.
Our cost of services is also impacted by our ability to manage
and employ our customer service associates efficiently. Our
workforce management group continuously monitors staffing
requirements in an effort to ensure
12
efficient use of these employees. Although we generally have
been able to reallocate our customer service associates as
client demand has fluctuated, an unanticipated termination or
significant reduction of a program by a major client may cause
us to experience a higher-than-expected number of unassigned
customer service associates.
Our efficient use of customer service associates is also
impacted by seasonal changes in the operations of our clients,
which impact the level of services our clients require. For
example, the amount of technical support and financial services
we provide has traditionally been greater during the fourth
quarter of each year driven by increased customer spending
during the holiday season. Demand for these same services
typically declines significantly during the first quarter of
each year. As a result, the fourth quarter of each year is
typically our period of highest efficiency, while the first
quarter of each year is typically our period of lowest
efficiency.
We believe that our clients are increasingly looking for vendors
that provide BPO services from multiple geographic locations.
This allows clients to manage fewer vendors while minimizing
geopolitical risk and risk to operations from natural disasters.
Moreover, clients ultimately willing to have service operations
offshore may not be willing to do so initially or at any time
completely. To address this demand and to supplement our
offshore delivery, in May 2004, we acquired Phase 2. An
important element of our multi-shore service offering is our
ability to migrate clients offshore over time. This allows
clients to gain confidence in the quality of our services before
shifting services to our offshore delivery locations. This
migration strategy both lowers costs for our clients and
improves our financial performance. Our costs associated with
our U.S. operations are higher than those we experience in
the Philippines. If we fail to migrate our clients to our
offshore delivery locations or if our offshore growth rates
decline compared to our onshore growth rates, our operating
margin could decline.
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Three Months
|
|
|
|
|
|
|
Ended
|
|
|
|
|
|
|
March 31,
|
|
|
Increase (Decrease)
|
|
|
|
2008
|
|
|
2007
|
|
|
$
|
|
|
%
|
|
|
|
(Dollars in thousands)
|
|
|
Cost of services (exclusive of depreciation shown separately
below)
|
|
$
|
54,160
|
|
|
$
|
42,535
|
|
|
$
|
11,625
|
|
|
|
27
|
%
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
% of revenue
|
|
|
74
|
%
|
|
|
68
|
%
|
|
|
|
|
|
|
|
|
The absolute dollar increase in cost of services in the first
quarter of 2008 over the first quarter of 2007 was primarily to
support the 18% increase in service revenue in the first quarter
of 2008 over the first quarter of 2007. The increase in cost of
services as a percentage of revenue was primarily due to the
significant strengthening of the Philippine peso compared to the
U.S. dollar which resulted in an increase of approximately
5% of our total operating expenses and primarily impacting our
cost of services. Because substantially all of our service
revenue is denominated in U.S. dollars and 54% and 39% of
our cost of services in the first quarters of 2008 and 2007,
respectively, were denominated in Philippine pesos, the
effective net costs of our services has increased as the peso
strengthens against the U.S. dollar. This increase was
offset for the most part by the expanded use of our lower-cost
Philippine operations, which despite the strengthening peso
continues to show significant cost advantages over our
U.S. operations. To a lesser extent, other increases
included:
|
|
|
|
|
investment in our global information technology resources;
|
|
|
|
site expansion in the Philippines to support our revenue
growth; and
|
|
|
|
the cost of services for our U.S. operations increasing as
a percentage of revenue as a result of increased labor rates.
|
Selling and administrative expenses.
Selling
and administrative expenses consist primarily of our sales and
administrative employee-related expenses, sales commissions,
professional fees, travel costs, marketing programs and other
corporate expenses. Substantially all of our share-based
compensation expense is included in selling and administrative
expenses. We expect selling and administrative expenses to
increase as we add personnel and incur
13
additional fees and costs related to the growth of our business
and our operation as a publicly traded company in the United
States and the Philippines.
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Three Months
|
|
|
|
|
|
|
Ended
|
|
|
|
|
|
|
March 31,
|
|
|
Increase (Decrease)
|
|
|
|
2008
|
|
|
2007
|
|
|
$
|
|
|
%
|
|
|
|
(Dollars in thousands)
|
|
|
Selling and administrative expenses
|
|
$
|
11,569
|
|
|
$
|
8,714
|
|
|
$
|
2,855
|
|
|
|
33
|
%
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
% of revenue
|
|
|
16
|
%
|
|
|
14
|
%
|
|
|
|
|
|
|
|
|
The absolute dollar increase in selling and administrative
expenses in the first quarter of 2008 over the first quarter of
2007 was primarily due to additional salaries, wages and
benefits, consulting fees, travel expenses, and equity
compensation expenses. We hired additional personnel to support
our growth and to enhance our executive team and professional
staff as we expanded our Philippine operations and became a
publicly traded company in the United States and the
Philippines. Share-based compensation included in selling and
administrative expenses was $0.8 million and
$0.4 million in the three months ended March 31, 2008
and 2007, respectively, which represented 1% of revenue in both
periods.
Selling and administrative costs increased as a percentage of
revenue due to increases in our service delivery administrative
expenses as we invested in the management teams of our centers
and finance functions as we began operations as a publicly
traded company in the U.S. We expect selling and
administrative expenses will increase in the remaining of 2008
in absolute dollars as we add personnel to support our growth
and incur additional costs related to our operation as a
publicly traded company in the United States.
Impact of Foreign Currency.
As a result of our
multi-shore delivery model, our results of operations and cash
flows are subject to fluctuations due to changes in foreign
currency exchange rates, particularly changes in the Philippine
peso. Substantially all of our revenue is denominated in
U.S. dollars, but a significant amount of our expenses is
denominated in Philippine pesos. In the three months ended
March 31, 2008 and 2007, 51% and 37%, respectively, of our
cost of services and selling and administrative expenses were
denominated in the Philippine peso.
Prior to our initial public offering, our outstanding debt
included covenants that prohibited the Company from entering
foreign currency hedging transactions. Upon completion of the
initial public offering in the first quarter of 2007, the
Company used a portion of the proceeds to pay off the
outstanding debt and negotiated terms that allowed foreign
currency hedging. As a result, in the third quarter of 2007, we
initiated a strategy to hedge against short-term foreign
currency fluctuations. This strategy consists of a rolling hedge
program that entails contracting with third-party financial
institutions to acquire zero cost, non-deliverable forward
contracts.
Depreciation and amortization.
We currently
purchase substantially all of our equipment. We record property
and equipment at cost and calculate depreciation using the
straight-line method over the estimated useful lives of our
assets, which generally range from three to five years. We
amortize leasehold improvements on a straight-line basis over
the shorter of the lease term or the estimated useful life of
the asset. If the actual useful life of any asset is less than
its estimated depreciable life, we would record additional
depreciation expense or a loss on disposal to the extent the net
book value of the asset is not recovered upon sale.
Our depreciation is primarily driven by large investments in
capital equipment required for our continued expansion,
including the build-out of seats, which we define as
workstations where customer service associates generate revenue.
These expenditures include tenant improvements to new
facilities, furniture, information technology infrastructure,
computers and software licenses and generally range from $8,000
to $12,000 per seat depending on specific client requirements.
These costs are generally depreciated over a period of three to
five years and are substantially the same in the United States
and the Philippines. The effect of our depreciation and
amortization on our operating margin is impacted by our ability
to manage and utilize our seats efficiently. We seek to expand
our seat capacity only after receiving contractual commitments
from our clients. However, we have in the past increased our
seat capacity based on forecasted demand projections from our
clients, which are not contractual commitments. This has
resulted in a surplus of seats, which has increased our
depreciation and, to a limited extent,
14
reduced our operating margin. As a general matter, the
efficiency of our use of seats has had less of an impact on our
operating margin than the efficiency of our deployment of our
customer service associates.
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Three Months Ended
|
|
|
|
|
|
|
March 31,
|
|
|
Increase (Decrease)
|
|
|
|
2008
|
|
|
2007
|
|
|
$
|
|
|
%
|
|
|
|
(Dollars in thousands)
|
|
|
Depreciation and amortization
|
|
$
|
5,515
|
|
|
$
|
3,543
|
|
|
$
|
1,972
|
|
|
|
56
|
%
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
% of revenue
|
|
|
8
|
%
|
|
|
6
|
%
|
|
|
|
|
|
|
|
|
The increase in depreciation and amortization was due to
continued expansion of our facilities and infrastructure to
support the growth of our operations.
Income
from operations; operating margin
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Three Months Ended
|
|
|
|
|
|
|
March 31,
|
|
|
Increase (Decrease)
|
|
|
|
2008
|
|
|
2007
|
|
|
$
|
|
|
%
|
|
|
|
(Dollars in thousands)
|
|
|
Income from operations
|
|
$
|
2,003
|
|
|
$
|
7,318
|
|
|
$
|
(5,315
|
)
|
|
|
(73
|
)%
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Operating margin
|
|
|
3
|
%
|
|
|
12
|
%
|
|
|
|
|
|
|
|
|
The decrease in operating margin in the first quarter of 2008
over the first quarter of 2007 was principally the result of an
increase in our cost of services, which increased at a faster
rate than did revenues. The operating margin was primarily
impacted by the increase in cost of services due to the
significant strengthening of the Philippine peso compared to the
U.S. dollar. Other decreases to the operating margin were
due to:
|
|
|
|
|
the investment in our global information technology resources;
|
|
|
|
upgrades and site expansion in the Philippines to support our
revenue growth;
|
|
|
|
the cost of services for our U.S. operations increasing as
a percentage of revenue as a result of increased labor
rates; and
|
|
|
|
additional salaries, wages and benefits, consulting fees, travel
expenses, and equity compensation charges to support our growth.
|
These decreases to our operating margin were partially offset by
the expanded use of our lower-cost Philippine operations, which
despite the strengthening peso continues to show significant
cost advantages over our U.S. operations.
Other Income (Expenses).
Interest and other
income (expense), net includes mainly interest income, interest
expense and gains and losses on foreign currency transactions.
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Three Months Ended
|
|
|
|
|
|
|
March 31,
|
|
|
Increase (Decrease)
|
|
|
|
2008
|
|
|
2007
|
|
|
$
|
|
|
%
|
|
|
|
(Dollars in thousands)
|
|
|
Other income (expenses):
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Interest expense and financing charges
|
|
$
|
(89
|
)
|
|
$
|
(1,634
|
)
|
|
$
|
1,545
|
|
|
|
(95
|
)%
|
Interest income
|
|
|
184
|
|
|
|
|
|
|
|
184
|
|
|
|
|
|
Foreign exchange gain (loss)
|
|
|
36
|
|
|
|
(262
|
)
|
|
|
298
|
|
|
|
(114
|
)%
|
Other
|
|
|
(6
|
)
|
|
|
183
|
|
|
|
(189
|
)
|
|
|
(103
|
)%
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Total other income (expenses)
|
|
$
|
125
|
|
|
$
|
(1,713
|
)
|
|
$
|
1,838
|
|
|
|
(107
|
)%
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
% of revenue
|
|
|
0
|
%
|
|
|
(3
|
)%
|
|
|
|
|
|
|
|
|
15
Interest expense and financing charges decreased significantly
in the first quarter of 2008 compared to the first quarter of
2007 because of the repayment of our debt using the proceeds of
our initial public offering. Correspondently, interest income
increased due to investing of the excess cash maintained from
the proceeds to support future growth.
We are exposed to short-term currency fluctuations with respect
to Philippine peso-denominated accrued liabilities on our
balance sheet. The volatility of our foreign exchange (loss)
gain relating from these fluctuations was reduced in the first
quarter of 2008 due to our hedging strategy which we initiated
in the third quarter of 2007. During the first quarter of 2008,
the Philippine peso weakened slightly, compared to the
U.S. dollar, from a rate of P41.5 at the end of December
2007 to rates ranging from P39.7 to P41.9 during the first
quarter of 2008 and compared to exchange rates ranging from
P46.35 to P49.08 during the first quarter of 2007.
Provision for income taxes.
For the first
quarter of 2008, our effective tax rate was 12%, compared to 7%
for the first quarter of 2007. The increase in the effective tax
rate over the prior year results primarily from the tax benefits
we received in 2007 for the one quarter of interest expense
deductions we have before we repaid our debt with the proceeds
of our initial public offering, as well as the 2007 utilization
of net operating losses and tax credit carry-forwards from prior
years.
Liquidity
and Capital Resources
We have financed our operations primarily with cash from
operations, proceeds from our initial public offering in the
United States, proceeds from our loan agreements and, to a
lesser extent, with proceeds from the issuance of our common
shares through our employee stock option program.
Net cash provided by our operating activities was
$11.8 million and $0.9 million during the three months
ended March 31, 2008 and 2007, respectively. Cash flows
from our operating activities in the first quarter of 2008
increased compared to the first quarter of 2007. Decreases in
net income and increases in depreciation and amortization
expenses in 2008 were offset by a smaller increase in trade and
other receivables, increases in trade payables and accrued
expenses, and a decrease in prepaid and other current assets.
Net cash used in our investing activities was $5.2 million
and $7.2 million during the three months ended
March 31, 2008 and 2007, respectively. The primary use of
cash in our investing activities for each year is for our
purchase of property and equipment, including information
technology equipment, furniture, fixtures and leasehold
improvements for expansion of available seats.
Net cash provided by our financing activities was
$0.1 million in the first quarter of 2008 compared to
$6.8 million in the first quarter of 2007. The significant
decrease in cash provided by financing activities in 2008
primarily resulted from a reduction in the net proceeds from our
revolving line of credit following our public offering.
We expect to incur $30 to $35 million in the remainder of
2008 for facilities improvements and expansion based on our
current estimates of our facilities requirements necessary to
support the anticipated growth in our business. We believe that
we will be able to finance our working capital needs and
currently planned facilities improvements and expansion for at
least the next 12 months from cash balances, cash generated
from operations, and borrowings under our revolving line of
credit. Our available line of credit as of March 31, 2008
was $25,000.
Our long-term future capital requirements will depend on many
factors, including our level of revenue, the timing and extent
of our spending to support the maintenance and growth of our
operations, the expansion of our sales and marketing activities,
continued market acceptance of our services, and potential
merger and acquisition activities. We expect to continue to have
significant capital requirements associated with the maintenance
and growth of our operations, including the lease and build-out
of additional facilities primarily to support an increase in the
number of our customer service associates and the purchase of
computer equipment and software, telecommunications equipment
and furniture, fixtures and office equipment to support our
operations. These additional long-term expenses may require us
to seek other sources of financing, such as additional
borrowings or public or private equity or debt capital. The
availability of these other sources of financing will depend
upon our financial condition and results of operations as well
as prevailing market conditions, and may not be available on
terms reasonably acceptable to us or at all.
16
Recent
Accounting Pronouncements
The Financial Accounting Standards Board (FASB) has
issued Statements of Financial Accounting Standard
(SFAS) and Interpretations (FIN) some of
which the required implementation dates have not yet become
effective. The new standards that will likely impact us are
discussed below.
The Company adopted FASB SFAS No. 157, Fair
Value Measurements (SFAS 157) on
January 1, 2008 for financial assets and liabilities, and
non-financial assets and liabilities that are recognized or
disclosed at fair value in the financial statements on a
recurring basis. SFAS 157 defines fair value, establishes a
framework for measuring fair value as required by other
accounting pronouncements and expands fair value measurement
disclosures. The provisions of SFAS 157 are applied
prospectively upon adoption and did not have a material impact
on the Companys condensed consolidated financial
statements. In February 2008, the FASB issued staff position
No. 157-2
(FSP 157-2),
which delays the effective date of SFAS 157 one year for
all non-financial assets and non-financial liabilities, except
those recognized or disclosed at fair value in the financial
statements on a recurring basis. Following
FSP 157-2,
the Company is assessing the impact of SFAS 157 for
non-financial assets and non-financial liabilities on its
consolidated financial statements and will measure such assets
and liabilities no later than the first quarter of 2009. The
disclosures required by SFAS 157 are included in
Note 4, Fair Value Measurements, to the
Companys condensed consolidated financial statements.
In December 2007, the FASB issued SFAS No. 141(R),
Business Combinations
(SFAS 141(R)),
which replaces FAS 141. SFAS 141(R) establishes
principles and requirements for how an acquirer in a business
combination recognizes and measures in its financial statements
the identifiable assets acquired, the liabilities assumed, and
any controlling interest; recognizes and measures the goodwill
acquired in the business combination or a gain from a bargain
purchase; and determines what information to disclose to enable
users of the financial statements to evaluate the nature and
financial effects of the business combination. FAS 141(R)
is to be applied prospectively to business combinations for
which the acquisition date is on or after an entitys
fiscal year that begins after December 15, 2008. We will
assess the impact of SFAS 141(R) if and when a future
acquisition occurs.
In March 2008, the FASB issued SFAS No. 161,
Disclosures about Derivative Instruments and Hedging
Activities, an amendment of SFAS No. 133
(SFAS 161). SFAS 161 requires enhanced
disclosures about an entitys derivative and hedging
activities and is effective for fiscal years and interim periods
beginning after November 15, 2008. The Company is currently
evaluating the additional disclosures required by SFAS 161.
|
|
ITEM 3:
|
QUANTITATIVE
AND QUALITATIVE DISCLOSURES ABOUT MARKET RISK.
|
Foreign
Currency Exchange Risk
Our results of operations and cash flows are subject to
fluctuations due to changes in foreign currency exchange rates,
particularly changes in the Philippine peso. In the first
quarters of 2008 and 2007, approximately 51% and 37%,
respectively, of our cost of services and selling and
administrative expenses were generated in the Philippines
substantially all of which were paid in Philippine pesos. We
bill substantially all of our revenue in U.S. dollars. The
average exchange rate excluding the impact of our foreign
currency hedges used to translate pesos to U.S. dollars was
40.97 during the first quarter of 2008. If we did not hedge our
foreign currency exposure, a 10% increase in the value of the
U.S. dollar relative to the Philippine peso would reduce
our annual expenses associated with our offshore operations by
approximately $13.3 million, whereas a 10% decrease in the
relative value of the U.S. dollar would increase the annual
cost associated with these operations by approximately
$13.3 million. Expenses relating to our offshore operations
increased in the first quarters of 2008 and 2007 due to
increased costs associated with higher revenue generation and
customer management services.
Payments for employee-related costs, facilities management,
other operational expenses and capital expenditures are incurred
in Philippine pesos on a monthly basis. Based upon prior credit
agreements, we were not allowed to enter into hedging contracts.
Therefore, when our loans were paid off, we initiated in the
third quarter of 2007 a strategy to hedge against short-term
foreign currency fluctuations. This strategy consists of a
rolling hedge program that entails contracting with third-party
financial institutions to acquire zero cost, non-deliverable
forward contracts. For the first quarter of 2008, we have hedged
approximately 90% of our forecasted 2008 Philippine peso
17
denominated expenses. We will continue to reevaluate our hedge
strategy and adjust the percentage of expenses hedged depending
on certain external economic factors and indicators.
Interest
Rate Sensitivity
We have interest rate exposure arising from borrowings under our
revolving line of credit, which has variable interest rates.
These variable interest rates are affected by changes in
short-term interest rates. Assuming the current level of
borrowings, a hypothetical one-percentage point increase in
interest rates would not increase our annual interest expense as
we repaid the entire March 31, 2007 balance of our term
loans and line of credit on April 3, 2007 and have not
borrowed on our existing line of credit.
Inflation
Rate Sensitivity
In the first quarters of 2008 and 2007, approximately 51% and
37%, respectively, of our cost of services and selling and
administrative expenses were generated in the Philippines.
Although the Philippines has historically experienced periods of
high inflation, the inflation rate has been below 10% since
1999. For the year ended December 31, 2007, inflation
averaging 2.8% kept prices generally stable. Inflation in the
Philippines has not affected our operating results because the
Philippines has historically experienced deflationary pressure
on wages due to a fast-growing population and high unemployment.
A reversal of these trends, increased wage pressure due to
increased competition as our industry expands or higher rates of
inflation in the Philippines could result in increased costs and
harm our operating results. A number of our leases in the
Philippines have escalation clauses triggered by Philippine
inflation above negotiated thresholds.
|
|
ITEM 4:
|
CONTROLS
AND PROCEDURES.
|
Evaluation
of disclosure controls and procedures.
We maintain disclosure controls and procedures, as
such term is defined in
Rule 13a-15(e)
under the Securities Exchange Act of 1934 (the Exchange
Act), that are designed to ensure that information
required to be disclosed by us in reports that we file or submit
under the Exchange Act is recorded, processed, summarized, and
reported within the time periods specified in Securities and
Exchange Commission rules and forms, and that such information
is accumulated and communicated to our management, including our
chief executive officer and chief financial officer, as
appropriate, to allow timely decisions regarding required
disclosure. In designing and evaluating our disclosure controls
and procedures, management recognized that disclosure controls
and procedures, no matter how well conceived and operated, can
provide only reasonable, not absolute, assurance that the
objectives of the disclosure controls and procedures are met.
Our disclosure controls and procedures have been designed to
meet reasonable assurance standards. Additionally, in designing
disclosure controls and procedures, our management necessarily
was required to apply its judgment in evaluating the
cost-benefit relationship of possible disclosure controls and
procedures. The design of any disclosure controls and procedures
also is based in part upon certain assumptions about the
likelihood of future events, and there can be no assurance that
any design will succeed in achieving its stated goals under all
potential future conditions.
Based on their evaluation as of the end of the period covered by
this Quarterly Report on
Form 10-Q,
our chief executive officer and chief financial officer have
concluded that, as of such date, our disclosure controls and
procedures were effective at the reasonable assurance level.
Changes
in internal control over financial reporting.
There was no change in our internal control over financial
reporting (as defined in
Rule 13a-15(f)
under the Exchange Act) that occurred during the period covered
by this quarterly report on
Form 10-Q
that has materially affected, or is reasonably likely to
materially affect, our internal control over financial reporting.
18
PART II:
OTHER INFORMATION
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ITEM 1.
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LEGAL
PROCEEDINGS.
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We are the defendant in the employment matter of
James
Dreyfuss vs. ETelecare Global Solutions-US, Inc.
filed in
the United States District Court, Southern District of New York
on February 4, 2008. In the matter, James Dreyfuss, who
served as our Regional Vice President of Sales, has asserted the
following claims against us: (1) two counts of breach of
contract; (2) violation of New York Labor Law
Sections 190 et seq. (3) quantum merit;
(4) unjust enrichment; (5) breach of covenant of good
faith and fair dealing; and (6) promissory estoppel.
Mr. Dreyfuss seeks compensatory damages in an amount to be
proven at trial, penalties under New York Labor Law
Section 198, pre- and post-judgment interest and costs and
expenses for such suit, including attorneys fees. We filed
a motion to compel arbitration on April 7, 2008 which
motion will be briefed by May 27, 2008. We are now in the
early stages of discovery. While we cannot predict with
certainty the outcome of the litigation, we believe the ultimate
outcome of this matter will not have a material adverse impact
on the financial position or our results of operations.
Investing in our securities involves a high degree of risk. In
addition to the other information contained in this report, you
should consider the following risk factors before investing in
our securities.
Risks
Related to Our Business
If we
fail to attract and retain enough sufficiently trained customer
service associates and other personnel to support our
operations, our business, results of operations and financial
condition will be seriously harmed.
We rely on large numbers of customer service associates, and our
success depends to a significant extent on our ability to
attract, hire, train and retain qualified customer service
associates. Companies in the business process outsourcing, or
BPO, market, including us, experience high employee attrition.
In 2007, our attrition rate for our customer service associates
who remained with us following a
45-day
training and orientation period was on average approximately
6.3% per month in the United States, a decrease of approximately
0.4% from 2006 and approximately 1.9% per month in the
Philippines, an increase of approximately 0.2%. A significant
increase in the attrition rate among our customer service
associates could decrease our operating efficiency and
productivity. There is significant competition in the
Philippines and the United States for employees with the skills
necessary to perform the services we offer to our clients.
Increased competition for these employees, in the BPO market or
otherwise, could harm our business. Our failure to attract,
train and retain customer service associates with the
qualifications necessary to fulfill the needs of our existing
and future clients would seriously harm our business, results of
operations and financial condition.
A few
major clients account for most of our revenue and a loss of
business from these clients could reduce our revenue and
seriously harm our business.
We have derived and believe that we will continue to derive in
the near term most of our revenue from a few major clients. We
received an aggregate of approximately 81% of our revenue from
our five largest clients for the three months ended
March 31, 2008. We do not have long term contracts with any
of our clients. Our contracts with our clients typically have a
term of one year and can be terminated earlier by our clients or
us without cause, typically upon 30 to 90 days
notice. A number of factors could cause us to lose business or
revenue from a client, and some of these factors are not
predictable and are beyond our control. For example, a client
may demand price reductions, change its outsourcing strategy,
move work in-house or reduce previously forecasted demand. In
addition, the volume of work we perform for specific clients is
likely to vary from year to year, since our contractual
commitments only last one year and we usually are not the
exclusive outsourced service provider for our clients. In most
cases, if a client terminates its contract with us or does not
meet its forecasted demand, we have no contractual recourse even
if we have hired and trained customer service associates to
provide services to the client. Thus, a major client in one
period may not provide the same level of revenue in any
subsequent period. For example, in the
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third quarter of 2007, one of our largest clients terminated one
of its significant programs with us. The loss of some or all of
the business from any large client could harm our business,
results of operations and financial condition.
Our
operating margin will suffer if we are not able to maintain our
pricing, utilize our employees and assets efficiently or
maintain and improve the current mix of services that we deliver
from our offshore locations.
Our operating income as a percentage of our revenue, which we
refer to as our operating margin, is largely a function of the
prices that we are able to charge for our services, the
efficient use of our assets and the location from which we
deliver services. Our business model is predicated on our
ability to objectively quantify the value that we provide to our
clients. We must also manage our employees and assets
efficiently. In addition, we must continue to sell new programs
for and migrate existing programs to our offshore delivery
locations. If we fail to succeed on any of these objectives, we
may not be able to sustain our current operating margin. If a
client terminates a program with us we may be unable to
re-assign customer service associates who worked on that program
in a timely manner, which could harm our operating results.
The rates we are able to recover for our services, our ability
to manage our assets efficiently and the location from which we
deliver our services are affected by a number of factors,
including:
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our clients perceptions of our ability to add value
through our services;
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our ability to objectively differentiate and verify the value we
offer to our clients;
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competition;
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the introduction of new services or products by us or our
competitors;
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our ability to estimate demand for our services;
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our ability to control our costs and improve the efficiency of
our employees; and
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general economic and political conditions.
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During 2007, our margins declined despite the benefit of a
higher mix of lower cost Philippine-generated revenue in 2007
compared to 2006, due to the significant appreciation of the
Philippine peso.
Our
revenue is highly dependent on a few industries and any decrease
in demand for outsourced business processes in these industries
could reduce our revenue and seriously harm our
business.
Most of our clients are concentrated in the communications and
technology services industries. In the three months ended
March 31, 2008 and March 31, 2007, we derived 79% and
76%, respectively, of our revenue from clients in these
industries. The success of our business largely depends on
continued demand for our services from clients in these
industries, as well as on trends in these industries to
outsource business processes. A downturn in any of our targeted
industries, a slowdown or reversal of the trend to outsource
business processes in any of these industries or the
introduction of regulations that restrict or discourage
companies from outsourcing could result in a decrease in the
demand for our services, which in turn could harm our business,
results of operations and financial condition.
Other developments may also lead to a decline in the demand for
our services in these industries. For example, the industries we
primarily serve, particularly the communications industry, have
experienced a significant level of consolidation in recent
years. Consolidation in any of these industries or acquisitions,
particularly involving our clients, may decrease the potential
number of buyers of our services. Any significant reduction in,
or the elimination of, the use of the services we provide within
any of these industries would reduce our revenue and harm our
business. Our clients may experience rapid changes in their
prospects, substantial price competition and pressure on their
results of operations. This may result in increasing pressure on
us from clients in these key industries to lower our prices,
which could negatively affect our business, results of
operations and financial condition.
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One of
our major clients is Vonage, who has been and may in the future
be, subject to damaging and disruptive intellectual property
litigation that could adversely affect its business and its
continued viability, which, in turn, could harm our business,
results of operations and financial condition.
For the three months ended March 31, 2008 and 2007, we
derived 9% and 12%, respectively, of our revenue from Vonage.
Vonage has been named as a defendant in several lawsuits that
relate to alleged patent infringement and may be subject to
infringement claims in the future. In October 2007, Vonage
entered into an agreement to settle its patent infringement
litigation with each of Sprint, Verizon Services Corp. and
AT & T which included aggregate cash payments by
Vonage of approximately $240 million over specified terms.
The recent agreements to pay up to an aggregate of
$240 million combined with the potential impact of future
patent litigation could materially and adversely affect
Vonages business, results of operations and financial
condition, as well as the continued viability of Vonage. In
addition, Vonage has $253 million in convertible debt which
can be put to Vonage in December 2008 if the terms of this debt
are not otherwise amended prior to this time. On April 18,
2008, Vonage announced that it had entered into a letter of
intent for additional financing to replace this debt but has not
announced its completion to date. As a result of our significant
client relationship with Vonage, any determination against
Vonage in patent litigation, the agreement by Vonage to make
large settlement payments and the maturity of its outstanding
debt obligations could, in turn, harm our business, results of
operations and financial condition.
We
face competition from onshore and offshore business process
outsourcing companies and from information technology companies
that also offer business process outsourcing services. Our
clients may also choose to run their business processes
themselves.
The market for business process outsourcing services is very
competitive and we expect competition to intensify and increase
from a number of sources. We face significant competition from
our clients own in-house groups, including, in some cases,
in-house departments operating offshore. For example, one of our
clients did not renew its contract with us in 2006 as a result
of its decision to move the services we previously provided them
to an in-house department. We also face competition from onshore
and offshore business process outsourcing and information
technology services companies. The trend toward offshore
outsourcing, international expansion by foreign and domestic
competitors and continuing technological changes will result in
new and different competitors entering our markets. These
competitors may include entrants from the communications,
software and data networking industries or entrants in
geographic locations with lower costs than those in which we
operate.
Some of these existing and future competitors have greater
financial, human and other resources, longer operating
histories, greater technological expertise, more recognizable
brand names and more established relationships than we do in the
industries that we currently serve or may serve in the future.
Some of our competitors may enter into strategic or commercial
relationships among themselves or with larger, more established
companies in order to increase their ability to address client
needs. Increased competition, pricing pressure or loss of market
share could reduce our operating margin, which could harm our
business, results of operations and financial condition.
We may
be unable to manage our growth effectively and maintain
effective internal processes, which could harm our business,
results of operations and financial condition.
Since we were founded in 1999, we have experienced rapid growth
and significantly expanded our operations. We have seven
delivery centers in the Philippines and six in the United
States. The number of our employees has increased from 3,041 as
of December 31, 2003 to approximately 13,400 as of
March 31, 2008. In 2004, we acquired Phase 2, which
contributed significantly to our growth during this period. In
2007, we added approximately 1,100 employees due to our
acquisition of AOL Philippines. We have a geographically
dispersed workforce with approximately 10,600 employees in
the Philippines and approximately 2,800 employees in the
United States as of March 31, 2008. We intend to continue
expansion to pursue existing and potential market opportunities.
Depending on client demand and the speed at which clients
migrate our services to offshore locations, we may be required
to set up more delivery locations both onshore and offshore.
This rapid growth across international offices places
significant demands on our management and operational resources.
In order to manage our growth effectively, we must implement and
improve operational systems and
21
procedures on a timely basis. If we fail to implement these
systems and procedures on a timely basis, we may not be able to
service our clients needs, hire and retain new employees,
pursue new business, complete future acquisitions or operate our
business effectively. Failure to transfer new client business to
our delivery centers effectively, properly budget transfer costs
or accurately estimate operational costs associated with new
contracts could result in delays in executing client contracts
and reduce our operating margin. Any of these problems
associated with expansion could harm our business, results of
operations and financial condition.
We may
not succeed in identifying suitable acquisition targets or
integrating any acquired business into our operations, which
could significantly harm our business, results of operations and
financial condition.
Our growth strategy involves gaining new clients and expanding
our service offerings, both organically and possibly through
strategic acquisitions. Historically, we have expanded some of
our service offerings and gained new clients through strategic
acquisitions, such as our acquisition of Phase 2 in 2004 and AOL
Philippines in 2007. It is possible that in the future we may
not succeed in identifying suitable acquisition targets
available for sale on reasonable terms, have access to the
capital required to finance potential acquisitions or be able to
consummate any acquisition. The inability to identify suitable
acquisition targets or investments or the inability to complete
such transactions may affect our competitiveness and our growth
prospects. Our management may not be able to successfully
integrate any acquired business into our operations and any
acquisition we do complete may not result in long-term benefits
to us. For example, if we acquire a company, we could experience
difficulties in assimilating that companys personnel,
operations, technology and software. In addition, the key
personnel of the acquired company may decide not to work for us.
The dilutive nature of any of our acquisitions could
significantly harm our operating results. Future acquisitions
may also result in our incurrence of indebtedness or our
issuance of additional equity securities, which could dilute
your investment. Acquisitions also typically involve a number of
other risks, including diversion of managements attention,
legal liabilities and the need to amortize acquired intangible
assets, any of which could significantly harm our business,
results of operations and financial condition.
Our
senior management team has worked at the Company for a limited
period of time, and the failure of our senior management team to
integrate effectively could harm our business, results of
operations and financial condition.
Members of our senior management team have worked together for a
limited period of time. For example, we appointed our current
senior vice president, global operations and our current senior
vice president and chief information officer in August 2007. Our
success depends to a significant extent on the ability of our
executives to function effectively in their roles and to work
together successfully. If our executives do not function and
work together successfully or if we lose the services of one or
more of our executives, our business, results of operations and
financial condition could be harmed.
If our
clients are not successful, the amount of business that they
outsource and the prices that they are willing to pay for our
services may diminish, which could harm our business, results of
operations and financial condition.
Our revenue depends on the success of our clients. If our
clients are not successful, the amount of business that they
outsource and the prices that they are willing to pay for our
services may diminish. In the past, we have experienced
declining business and have faced problems collecting fees from
clients for services we already performed as a result of a
decline in our clients business or financial condition.
For example, one of our clients declared bankruptcy in 2006, and
we recorded a reserve for $212,450 for our services to that
client. In substantially all of our client programs, we generate
revenue based, in large part, on the amount of time our customer
service associates devote to our clients customers.
Consequently, the amount of revenue generated from any
particular client program is dependent upon customers
interest in, and use of, our clients products or services.
Our clients decisions about how much money to budget for
outsourced services is directly impacted by their own financial
success and forecasts of their customers needs. If our
clients products or services do not attract sufficient
customer attention, our revenue could decline and our results of
operations and financial condition could suffer.
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We
normally encounter a lengthy sales cycle and may not recover the
investments we must make in order to obtain a new
client.
Our sales cycle typically lasts between six and 12 months
and requires us to spend a considerable amount of resources that
we may never recover. Potential clients require that we spend
substantial time and money educating them as to the value of our
services and assessing the feasibility of integrating our
systems and processes with theirs. Our pricing structure and the
competitive nature of our industry typically precludes us from
charging our customers for these initial costs. Decisions
relating to outsourcing business processes generally involve the
evaluation of our services by our clients senior
management and a significant number of client personnel in
various functional areas, each having specific and often
conflicting requirements. We may spend significant funds and
management resources during our sales cycle and ultimately the
client may not decide to use our services. If we are
unsuccessful in closing sales after spending significant funds
and management resources, or if we experience delays in our
sales cycle, it could harm our business, results of operations
and financial condition.
Once
we obtain a new client, our implementation cycle is long and may
require us to make significant resource
commitments.
The implementation of our programs involves significant resource
commitments by us and our clients. When we are engaged by a
client after the sales cycle, it generally takes us from four to
six weeks to integrate the clients systems with ours and
up to three months thereafter to ramp up our services to the
clients initial requirements. Our contracts typically
allow our clients to terminate a program without cause upon 30
to 90 days notice. If our client terminates a program
after we have completed the implementation cycle, we may not be
able to recoup the costs we have incurred in connection with
that program, which could significantly harm our business,
results of operations and financial condition.
Our
operating results may differ from period to period, which may
make it difficult for us to prepare accurate internal financial
forecasts.
Our operating results may differ significantly from period to
period due to factors such as:
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client losses or program terminations;
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variations in the volume of business from clients resulting from
changes in our clients operations;
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significant changes in value of the dollar relative to foreign
currencies;
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delays or difficulties in expanding our operational facilities
and infrastructure;
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changes to our pricing structure or that of our competitors;
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inaccurate estimates of resources and time required to complete
ongoing programs;
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our ability to successfully open new delivery centers or to
expand delivery centers in a timely fashion;
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the efficiency with which we use our operations to service our
clients;
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the relative mix of services performed by our U.S. and
Philippine operations;
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our sources of pre-tax income, which will impact our overall
effective tax rate;
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ability to hire and train new employees; and
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seasonal changes in the operations of our clients.
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For example, some of our clients experience seasonal changes in
their operations in connection with the year-end holiday season
and the school year. Transaction volumes can be impacted by
market conditions affecting the technology, communications and
financial industries, as well as other events such as natural
disasters and terrorist attacks. In addition, most of our
contracts do not commit our clients to providing us with a
specific volume of business. All of these factors make it
difficult for us to prepare accurate internal financial
forecasts.
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We recognize revenue when it is probable that the economic
benefits associated with the transactions will flow to us and
the amount of revenue can be measured reliably. Accordingly, the
financial benefit of our gaining a new client or program may be
delayed due to delays in the implementation of our services. Due
to these factors, it is possible that in some future quarters
our operating results may be significantly below the
expectations of the public market, analysts and investors.
Some
of our client contracts contain provisions that could reduce our
anticipated revenue and harm our business.
The billing structure for some of our largest client contracts
includes provisions that vary our billing rates depending on our
performance levels. Some of these provisions have the effect of
reducing our revenue in periods in which we fail to meet certain
performance criteria. Other provisions in some of our contracts
require us to give our clients the best price for a particular
program that we give to our other clients for similar programs.
Any of these provisions could reduce our revenue and could harm
our business, results of operations and financial condition.
We
have incurred losses in the past and have a limited operating
history. We may not be profitable in the future and may not be
able to secure additional business.
We incurred net losses of $5.6 million, $1.5 million
and $1.8 million in 2001, 2002 and 2005, respectively. In
future periods, we expect our selling and administrative
expenses to continue to increase. If our revenue does not grow
at a faster rate than these expected increases in our expenses,
or if our operating expenses are higher than we anticipate, we
may incur additional losses. We have a limited operating history
in providing the business process outsourcing services we
currently provide and continue to explore opportunities to
provide other outsourced services that we have never provided.
We may not be able to secure additional business or retain
current business with our current clients or add new clients in
the future who wish to use the services we currently offer or
may offer in the future. Additionally, factors outside of our
control, such as a significant appreciation of the Philippine
peso, may reduce our profitability.
We are
liable to our clients for damages caused by unauthorized
disclosure of sensitive and confidential information, whether
through a breach of our computer systems, our employees or
otherwise.
We are typically required to manage, utilize and store sensitive
or confidential client data in connection with the services we
provide. Some of our clients are subject to U.S. federal
and state regulations requiring the protection of sensitive
customer information and pending legislation would increase the
range of possible penalties for certain entities that fail to
protect this information. Under the terms of our client
contracts, we are required to keep sensitive customer
information strictly confidential. We employ measures to protect
sensitive and confidential client data and have not experienced
any material breach of confidentiality to date. However, if any
person, including any of our employees, penetrates our network
security or otherwise mismanages or misappropriates sensitive or
confidential client data, we could be subject to significant
liability and lawsuits from our clients or their customers for
breaching contractual confidentiality provisions or privacy
laws. Although we have insurance coverage for mismanagement or
misappropriation of this information by our employees, that
coverage may not continue to be available on reasonable terms or
in sufficient amounts to cover one or more large claims against
us and our insurers may disclaim coverage as to any future
claims. Penetration of the network security of our data centers
or any failure to protect confidential information could have a
negative impact on our reputation, which would harm our business.
Our
clients may adopt technologies that decrease the demand for our
services, which could harm our business, results of operations
and financial condition.
We target clients that need our BPO services and we depend on
their continued need of our services. However, over time, our
clients may adopt new technologies that decrease the need for
live customer interaction, such as interactive voice response,
web-based self-help and other technologies used to automate
interactions with customers. The adoption of these technologies
could reduce the demand for our services, create pricing
pressure and harm our business, results of operations and
financial condition.
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Our
business may not develop in ways that we currently anticipate
due to negative public reaction to offshore outsourcing and
recently proposed legislation.
We have based our growth strategy on certain assumptions
regarding our industry, services and future demand in the market
for our services. However, the trend to outsource business
processes may not continue and could reverse. Offshore
outsourcing is a politically sensitive topic in the United
States and elsewhere. For example, many organizations and public
figures in the United States have publicly expressed concern
about a perceived association between offshore outsourcing
providers and the loss of jobs in the United States.
There has been recent publicity about some negative experiences
that organizations have had with offshore outsourcing, such as
theft and misappropriation of sensitive client data. Current or
prospective clients may elect to perform such services
themselves or may be discouraged from transferring these
services from onshore to offshore providers to avoid negative
perceptions that may be associated with using an offshore
provider. Any slowdown or reversal of existing industry trends
towards offshore outsourcing would seriously harm our ability to
compete effectively with competitors that operate solely out of
facilities located in the United States.
A variety of U.S. federal and state legislation has been
proposed that, if enacted, could restrict or discourage
U.S. companies from outsourcing services outside the United
States. For example, legislation has been proposed that would
require offshore providers of services requiring direct
interaction with clients customers to identify to
clients customers where the offshore provider is located.
Because substantially all of our clients are located in the
United States, any expansion of existing laws or the enactment
of new legislation restricting offshore outsourcing could harm
our business, results of operations and financial condition. It
is possible that legislation could be adopted that would
restrict U.S. private sector companies that have federal or
state government contracts from outsourcing their services to
offshore service providers. This would also affect our ability
to attract or retain clients that have these contracts.
Our
failure to adhere to regulations that govern our business could
hinder our ability to effectively perform our services. Our
failure to adhere to regulations that govern our clients
businesses could result in breaches of our contracts with our
clients.
Our clients business operations are subject to certain
rules and regulations in the United States, such as the
Gramm-Leach-Bliley Act and the customer privacy provisions of
the Communication Act. Our clients may contractually require
that we perform our services in a manner that would enable them
to comply with such rules and regulations. Failure to perform
our services in compliance with these laws could result in
breaches of contracts with our clients and, in some limited
circumstances, civil fines and criminal penalties for us. Our
operations are also subject to various U.S. federal and
state regulations. The Federal Telemarketing and Consumer Fraud
and Abuse Prevention Act of 1994 broadly authorizes the FTC to
issue regulations restricting certain telemarketing practices
and prohibiting misrepresentations in telephone sales. A portion
of our revenue is based on outbound marketing sales, which
subjects us to these regulations. In addition, we are required
under various Philippine laws to obtain and maintain permits and
licenses for the conduct of our business. If we do not maintain
our licenses or other qualifications to provide our services, we
may not be able to provide services to existing clients or be
able to attract new clients and could lose revenue, which could
harm our business.
The
international nature of our business exposes us to several
risks, such as unexpected changes in the regulatory requirements
of multiple jurisdictions.
We have operations in the Philippines and United States. Our
corporate structure also spans multiple jurisdictions, with our
parent company incorporated in the Philippines and operating
subsidiaries incorporated in the United States. As a result, we
are exposed to risks typically associated with conducting
business internationally, many of which are beyond our control.
These risks include:
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legal uncertainty owing to the overlap of different legal
regimes, and problems in asserting contractual or other rights
across international borders;
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currency fluctuations, particularly since our revenues and
expenses are denominated in only two currencies;
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potential tariffs and other trade barriers;
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unexpected changes in regulatory requirements; and
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the burden and expense of complying with the laws and
regulations of various jurisdictions.
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The occurrence of any of these events could significantly harm
our business, results of operations and financial condition.
We also face challenges in managing a geographically dispersed
workforce. As of March 31, 2008, we had approximately
10,600 employees in the Philippines and approximately
2,800 employees in the United States. Our management is
often required to manage employees remotely and must take into
account diverse local laws and customs. If we are unable to
manage our dispersed workforce and other resources effectively,
our business, results of operations and financial condition
could be significantly harmed.
If the
operations of our delivery centers are interrupted, the amount
of revenue we receive under our client contracts could decline
and our results of operations and financial condition could
suffer.
We operate delivery centers in the Philippines and the United
States, which requires us to maintain active data and voice
communications between our delivery centers and our
clients offices. Although we maintain redundant facilities
and communications links, disruptions could result from, among
other things, technical and electricity breakdowns, computer
glitches and viruses and adverse weather conditions. For
example, in 2006 one of our delivery centers in the Philippines
was shut down for several hours as a result of damage to
telecommunication lines servicing that delivery center. Our
operational facilities and communication hubs may also be
damaged in natural disasters such as earthquakes, floods,
monsoons, tsunamis and typhoons. For example, in 2003 and 2004,
the operations in our Philippine delivery centers were
periodically interrupted as a result of heavy rains. Such
natural disasters may lead to disruption of information systems
and telephone service for sustained periods. Most of our client
contracts are structured so that we are paid based on the amount
of time our employees dedicate to providing services to our
clients. Any significant failure of our equipment or systems, or
any major disruption to basic infrastructure like power and
telecommunications in the locations in which we operate, could
impede our ability to provide services to our clients, have a
negative impact on our reputation, cause us to lose clients,
reduce our revenue and harm our business.
Governmental
authorities may challenge our intercompany pricing policies or
may change or seek to apply their laws in a manner that could
increase our effective tax rate or otherwise harm our
business.
We are a Philippine corporation doing business in the
Philippines and, through subsidiaries, in the
United States, and are subject to the tax rules of multiple
jurisdictions. Our intercompany pricing policies address the
pricing of transactions within our multi-entity organization,
particularly cross-border transactions, including the transfer
of goods and services and intercompany financing. Authorities in
the United States and in the Philippines may examine our
intercompany pricing policies and other aspects of our
operations. As a result of such examinations, our effective tax
rate could increase. In addition, it may be asserted that we are
a resident for tax purposes of the United States and, as a
consequence, subject to U.S. tax on income earned in the
Philippines. Legislative proposals in the United States, if
enacted, could also bring about this result.
We
will incur increased costs as a result of being a public company
subject to the Philippine Securities Regulation Code and
the Sarbanes-Oxley Act of 2002, and our management faces
challenges in implementing those requirements.
We expect to continue to incur additional legal, accounting and
other expenses associated with operating as a public company. We
must comply with applicable laws, rules and regulations in the
Philippines, the country in which we are incorporated, and the
United States, where we have publicly listed our ADSs. The
Philippine Securities Regulation Code and the
U.S. Sarbanes-Oxley Act of 2002, as well as new rules
subsequently implemented by the U.S. Securities and
Exchange Commission and the NASDAQ Global Market, have imposed
increased regulation and required enhanced corporate governance
practices of public companies. We are committed to maintaining
high standards of corporate governance and public disclosure,
and our efforts to comply with evolving laws, regulations and
standards in this regard are likely to result in increased
selling and administrative expenses and a diversion of
management time and attention from revenue-generating activities
to compliance
26
activities. For example, we are in the process of evaluating and
testing our internal financial reporting controls in
anticipation of compliance with Section 404 of the
Sarbanes-Oxley Act of 2002 and have not yet completed this
process. We have formed internal evaluation committees and
engaged consultants and expect to upgrade our computer software
systems to assist us in such compliance. If we do not implement
and comply with the requirements of Section 404 in a timely
manner, we might be subject to sanctions or investigation by
regulatory authorities, such as the SEC. Any such action could
harm our business or investors confidence in us and could
cause our share price to fall.
Future
litigation may result in significant costs for defense purposes
or for settlement purposes, both of which may or may not be
covered by our current insurance policies. Litigation may also
divert management focus from our business and could
significantly impact our financial results.
From time to time, we are subject to litigation proceedings. For
example, we settled a claim in 2006 relating to our acquisition
of Phase 2 and we recently settled a litigation claim brought by
a former employee. Although this specific litigation was
resolved, we cannot predict whether any other material suits,
claims or investigations may arise in the future. Irrespective
of the outcome of any potential lawsuits or potential actions,
claims or investigations, we may incur substantial legal costs
and possibly settlement costs, which may or may not be covered
by insurance. Litigation may also divert managements
attention from our business, which could also harm our business,
results of operations and financial condition.
Our
current tax holidays in the Philippines will expire within the
next several years.
We currently benefit from income tax holiday incentives in the
Philippines pursuant to our registrations with the Philippine
Economic Zone Authority, or PEZA, which provide that we pay no
income tax in the Philippines for four or six years pursuant to
our PEZA registrations. Our current income tax holidays expire
at staggered dates through 2012. One of our delivery center
sites income tax holidays that was set to expire in the
second half of 2007 was approved by PEZA in December 2007 for
conversion to Pioneer holiday status. This allows for an
additional two years of tax holiday for that site with
expiration in 2009. We anticipate income tax holidays for two of
our delivery center sites to expire in the second half of 2008.
We intend to apply for an extension or conversion to Pioneer
holiday status prior to expiration.
We believe that as our Philippine tax holidays expire, gross
income attributable to activities covered by our PEZA
registrations will be taxed at a 5% preferential rate and our
Philippine net income attributable to all other activities will
be taxed at the regular Philippine corporate income tax rates of
35%. For the year ended December 31, 2007, we had an
effective income tax rate of 2.0% for the Philippine portion of
our consolidated profit before income taxes. The expiration of
our tax holidays will increase our effective income tax rate and
may impair our competitive position against BPO companies based
outside of the Philippines.
Risks
Related to Doing Business in the Philippines
We may
face wage inflation in the Philippines and increased competition
for our Philippine employees, which could increase our
employment costs and our attrition.
We have not historically experienced significant wage inflation
with our Philippine employees. We are faced, however, with
increasing competition in the Philippines for customer service
associates, and we expect this competition will continue to
increase as additional outsourcing companies enter the market
and expand their operations. In particular, there may be limited
availability of qualified middle and upper management
candidates. We have benefited from an excess supply of college
graduates in the Philippines. If this favorable imbalance
changes due to increased competition, it could affect the
availability and the cost of customer service associates and
increase our attrition rate.
The
Philippines has experienced political and economic instability
as well as civil unrest and terrorism, which could disrupt our
operations and cause our business to suffer.
The Philippines has experienced significant inflation, currency
declines and shortages of foreign exchange. We are exposed to
the risk of rental and other cost increases due to inflation in
the Philippines, which has historically
27
been at a much higher rate than in the United States. The
Philippines also periodically experiences civil unrest and
terrorism and U.S. companies in particular may experience
greater risk. These conditions could disrupt our operations and
cause our business to suffer.
Further
Strengthening of the Philippine peso relative to the U.S. dollar
could increase our expenses.
Substantially all of our revenue is denominated in
U.S. dollars, and a significant portion of our costs is
incurred and paid in Philippine pesos. We are therefore exposed
to the risk of an increase in the value of the Philippine peso
relative to the U.S. dollar, which would increase our
reported expenses. We initiated in the third quarter of 2007 a
strategy to hedge against short-term foreign currency
fluctuations. For 2008, we plan to hedge approximately 90% of
our 2008 forecasted Philippine peso-denominated expenses using
non-deliverable forward contracts that are designated as cash
flow hedges in accordance with the criteria established in
Statement of Financial Accounting Standards (SFAS)
No. 133 Accounting for Derivative Instruments and
Hedging Activities. While we expect that our derivative
instruments will continue to meet the conditions for hedge
accounting, if the hedges did not qualify as highly effective or
if we did not believe that forecasted transactions would occur,
the changes in the fair value of the derivatives used as hedges
would be recorded immediately into earnings, which may harm our
financial condition. We will continue to reevaluate our hedge
strategy and adjust the percentage of expenses hedged depending
on certain external economic factors and indicators. Our hedging
strategy, however, may not sufficiently protect us from further
strengthening of the Philippine peso, which could increase our
expenses and harm our operating results. Additionally, if the
U.S. dollar strengthens against the Philippine peso, our
hedging strategy could reduce the potential benefits we would
otherwise expect from a strengthening U.S. dollar.
It may
be difficult for you to effect service of process and enforce
legal judgments against us or our affiliates.
We are incorporated in the Philippines. Some of our directors
are not residents of the United States and a significant portion
of our assets are located outside the United States. As a
result, it may not be possible for you to effect service of
process within the United States upon some of our directors or
us. In addition, you may be unable to enforce judgments obtained
in courts of the United States against those persons outside the
jurisdiction of their residence, including judgments predicated
solely upon the securities laws of the United States.
Our
stockholders may have more difficulty protecting their interests
than they would as stockholders of a U.S.
corporation.
Our corporate affairs are governed by our articles of
incorporation and by-laws and by the laws governing corporations
incorporated in the Philippines. Legal principles such as a
directors or officers duty of care and loyalty, and
the fiduciary duties of controlling stockholders exist in the
Philippines. However, these principles are relatively untested
in Philippine courts, and their application is uncertain, in
comparison to their application in U.S. courts. As a
result, our U.S and Philippine stockholders may have more
difficulty protecting their interests in connection with actions
taken by our management, members of our board of directors or
our controlling stockholders than they would as stockholders of
a corporation incorporated in the United States.
Risks
Related to our ADSs and Common Shares
We
listed our common shares on the Philippine Stock Exchange, which
could increase the volatility of the market price for our
ADSs.
We completed the process to list our common shares on the
Philippine Stock Exchange, or PSE, in late November 2007. Our
outstanding common shares could become more liquid as a result
of our listing of our common shares on the PSE. Following our
PSE listing, our shareholders may decide to sell their common
shares on the PSE for tax or other reasons. Any sales of our
common shares on the PSE could increase the volatility of the
market price for our ADSs in the United States.
28
The
market price for our ADSs has been volatile.
The market price for our ADSs has been volatile. For example, in
the three months ended March 31, 2008, the closing price of
our ADSs ranged from a low of $5.06 on March 20, 2008 to a
high of $8.84 on January 10, 2008. The market price for our
ADSs could continue to be subject to wide fluctuations in
response to many factors including the following:
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actual or anticipated fluctuations in our quarterly operating
results;
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changes in financial estimates by securities research analysts;
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changes in the economic performance or market valuations of our
competitors;
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sales or expected sales of additional common shares or
ADSs; and
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loss of one or more significant clients.
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In addition, securities markets generally and from time to time
experience significant price and volume fluctuations that are
not related to the operating performance of particular
companies. These market fluctuations may also have a material
adverse effect on the market price of our ADSs.
You
may not be able to participate in rights offerings and may
experience dilution of your holdings as a result.
We may from time to time distribute rights to our stockholders,
including rights to acquire our securities. Under the deposit
agreement for the ADSs, the Depositary will not offer those
rights to ADS holders unless both the rights and the underlying
securities to be distributed to ADS holders are either
registered under the Securities Act or The Philippine Securities
Regulation Code, or exempt from registration under the
Securities Act or The Philippine Securities Regulation Code
with respect to all holders of ADSs. We are under no obligation
to file a registration statement with respect to any such rights
or underlying securities or to endeavor to cause such a
registration statement to be declared effective. In addition, we
may not be able to take advantage of any exemptions from
registration under the Securities Act or The Philippine
Securities Regulation Code. Accordingly, holders of our
ADSs may be unable to participate in our rights offerings and
may experience dilution in their holdings as a result.
Our
corporate actions could be substantially influenced by officers,
directors, principal stockholders and affiliated
entities.
Our directors and executive officers and their affiliated
entities beneficially own a substantial amount of our
outstanding common shares. These stockholders, if they acted
together, could exert substantial influence over matters
requiring approval by our stockholders, including electing
directors and approving mergers and acquisitions. This
concentration of ownership may also discourage, delay or prevent
a change in control of our company, which could deprive our
stockholders of an opportunity to receive a premium for their
ADSs as part of a sale of our company and might reduce the
market price for our ADSs. These actions may be taken even if
they are opposed by our other stockholders.
You
may be subject to limitations on transfer of your
ADSs.
ADSs are transferable on the books of the Depositary. However,
the Depositary may close its transfer books at any time or from
time to time when it deems expedient in connection with the
performance of its duties. In addition, the Depositary may
refuse to deliver, transfer or register transfers of ADSs
generally when our books or the books of the Depositary are
closed, or at any time if we or the Depositary deem it necessary
or advisable to do so because of any requirement of law, any
government, governmental body or commission or any securities
exchange on which our ADSs or our common shares are listed, or
under any provision of the deposit agreement or provisions of,
or governing, the deposited securities or any meeting of our
stockholders, or for any other reason.
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ITEM 2.
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UNREGISTERED
SALES OF EQUITY SECURITIES AND USE OF PROCEEDS.
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None.
29
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ITEM 3.
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DEFAULTS
UPON SENIOR SECURITIES.
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None.
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ITEM 4.
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SUBMISSION
OF MATTERS TO A VOTE OF SECURITY HOLDERS
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None.
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ITEM 5.
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OTHER
INFORMATION.
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None.
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Exhibit
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Number
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Description
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31
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.1*
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Rule 13a 14(a) Certification of Chief Executive
Officer.
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31
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.2*
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Rule 13a 14(a) Certification of the Chief
Financial Officer.
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32
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.1**
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Statement of the Chief Executive Officer under Section 906
of the Sarbanes-Oxley Act of 2002 (18 U.S.C. Section 1350).
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32
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.2**
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Statement of the Chief Financial Officer under Section 906
of the Sarbanes-Oxley Act of 2002 (18 U.S.C. Section 1350).
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99
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.1
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Press release dated May 14, 2008.
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*
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Filed herewith
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**
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In accordance with Item 601(b)(32)(ii) of
Regulation S-K
and SEC Release Nos.
33-8238
and
34-47986,
Final Rule: Managements Reports on Internal Control Over
Financial Reporting and Certification of Disclosure in Exchange
Act Periodic Reports, the certifications furnished in
Exhibits 32.1 and 32.2 hereto are deemed to accompany this
Form 10-Q
and will not be deemed filed for purposes of
Section 18 of the Exchange Act. Such certifications will
not be deemed to be incorporated by reference into any filing
under the Securities Act or the Exchange Act, except to the
extent that the Company specifically incorporates it by
reference.
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30
SIGNATURES
Pursuant to the requirements of the Securities Exchange Act of
1934, the registrant has duly caused this report to be signed on
its behalf by the undersigned thereunto duly authorized.
eTELECARE GLOBAL SOLUTIONS, INC.
John R. Harris
President, Chief Executive Officer and Director
(Principal Executive Officer)
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By:
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/s/ J.
Michael Dodson
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J. Michael Dodson
Chief Financial Officer and Accounting Officer
(Principal Financial Officer)
DATED: May 14, 2008
31
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