TTEC Holdings, Inc. 10-Q

ITEM 1. FINANCIAL STATEMENTS ​ TTEC HOLDINGS, INC. AND SUBSIDIARIES Consolidated Balance Sheets (Amounts in thousands, except share amounts) (Unaudited) ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ March 31, ​ December 31, ​ 2022 2021 ASSETS ​ ​ ​ ​ ​ ​ ​ Current assets ​ ​ ​ ​ ​ ​ ​ Cash and cash equivalents ​ $ 156,828 ​ $ 158,205 ​ Accounts receivable, net of allowance of $ 5,032 and $ 5,409 , respectively ​ 399,160 ​ 357,310 ​ Prepaids and other current assets ​ 153,457 ​ 134,333 ​ Income and other tax receivables ​ ​ 43,248 ​ ​ 48,139 ​ Total current assets ​ 752,693 ​ 697,987 ​ ​ ​ ​ ​ ​ ​ ​ ​ Long-term assets ​ ​ ​ ​ ​ ​ ​ Property, plant and equipment, net ​ 168,717 ​ 168,404 ​ Operating lease assets ​ ​ 96,995 ​ ​ 90,180 ​ Goodwill ​ 739,531 ​ 739,481 ​ Deferred tax assets, net ​ 15,163 ​ 11,130 ​ Other intangible assets, net ​ 202,609 ​ 212,349 ​ Other long-term assets ​ 75,977 ​ 77,273 ​ Total long-term assets ​ 1,298,992 ​ 1,298,817 ​ Total assets ​ $ 2,051,685 ​ $ 1,996,804 ​ ​ ​ ​ ​ ​ ​ ​ ​ LIABILITIES AND STOCKHOLDERS’ EQUITY AND MEZZANINE EQUITY ​ ​ ​ ​ ​ ​ ​ Current liabilities ​ ​ ​ ​ ​ ​ ​ Accounts payable ​ $ 78,001 ​ $ 70,415 ​ Accrued employee compensation and benefits ​ 166,095 ​ 156,324 ​ Other accrued expenses ​ 74,786 ​ 63,369 ​ Income tax payable ​ 12,207 ​ 9,471 ​ Deferred revenue ​ 92,852 ​ 95,608 ​ Current operating lease liabilities ​ ​ 43,344 ​ ​ 44,460 ​ Other current liabilities ​ ​ 4,599 ​ ​ 4,749 ​ Total current liabilities ​ 471,884 ​ 444,396 ​ ​ ​ ​ ​ ​ ​ ​ ​ Long-term liabilities ​ ​ ​ ​ ​ ​ ​ Line of credit ​ 803,000 ​ 791,000 ​ Deferred tax liabilities, net ​ 4,996 ​ 5,335 ​ Non-current income tax payable ​ ​ 17,486 ​ ​ 17,486 ​ Non-current operating lease liabilities ​ ​ 70,140 ​ ​ 64,419 ​ Other long-term liabilities ​ 75,687 ​ 79,827 ​ Total long-term liabilities ​ 971,309 ​ 958,067 ​ Total liabilities ​ 1,443,193 ​ 1,402,463 ​ ​ ​ ​ ​ ​ ​ ​ ​ Commitments and contingencies (Note 9) ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Redeemable noncontrolling interest ​ 56,666 ​ 56,316 ​ ​ ​ ​ ​ ​ ​ ​ ​ Stockholders’ equity ​ ​ ​ ​ ​ ​ ​ Preferred stock; $ 0.01 par value; 10,000,000 shares authorized; zero shares outstanding as of March 31, 2022 and December 31, 2021 ​ — ​ — ​ Common stock; $ 0.01 par value; 150,000,000 shares authorized; 47,035,634 and 46,990,031 shares outstanding as of March 31, 2022 and December 31, 2021, respectively ​ 470 ​ 470 ​ Additional paid-in capital ​ 362,601 ​ 361,135 ​ Treasury stock at cost: 35,016,619 and 35,062,222 shares as of March 31, 2022 and December 31, 2021, respectively ​ ( 596,279 ) ​ ( 597,031 ) ​ Accumulated other comprehensive income (loss) ​ ( 97,464 ) ​ ( 98,426 ) ​ Retained earnings ​ 865,951 ​ 856,065 ​ Noncontrolling interest ​ 16,547 ​ 15,812 ​ Total stockholders’ equity ​ 551,826 ​ 538,025 ​ Total liabilities and stockholders’ equity and mezzanine equity ​ $ 2,051,685 ​ $ 1,996,804 ​ ​ The accompanying notes are an integral part of these consolidated financial statements. ​ ​ 1 Table of Contents TTEC HOLDINGS, INC. AND SUBSIDIARIES Consolidated Statements of Comprehensive Income (Loss) (Amounts in thousands, except per share amounts) (Unaudited) ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Three months ended March 31, ​ 2022 2021 Revenue ​ $ 588,726 ​ $ 539,219 ​ ​ ​ ​ ​ ​ ​ ​ ​ Operating expenses ​ ​ ​ ​ ​ ​ ​ Cost of services (exclusive of depreciation and amortization presented separately below) ​ 447,215 ​ 388,660 ​ Selling, general and administrative ​ 64,839 ​ 52,757 ​ Depreciation and amortization ​ 26,630 ​ 20,459 ​ Restructuring charges, net ​ ​ 620 ​ ​ 402 ​ Impairment losses ​ 1,112 ​ 3,517 ​ Total operating expenses ​ 540,416 ​ 465,795 ​ ​ ​ ​ ​ ​ ​ ​ ​ Income from operations ​ 48,310 ​ 73,424 ​ ​ ​ ​ ​ ​ ​ ​ ​ Other income (expense) ​ ​ ​ ​ ​ ​ ​ Interest income ​ 200 ​ 179 ​ Interest expense ​ ( 3,766 ) ​ ( 1,802 ) ​ Other income (expense), net ​ 1,260 ​ ( 798 ) ​ Total other income (expense) ​ ( 2,306 ) ​ ( 2,421 ) ​ ​ ​ ​ ​ ​ ​ ​ ​ Income before income taxes ​ 46,004 ​ 71,003 ​ ​ ​ ​ ​ ​ ​ ​ ​ Provision for income taxes ​ ( 8,034 ) ​ ( 15,979 ) ​ ​ ​ ​ ​ ​ ​ ​ ​ Net income ​ 37,970 ​ 55,024 ​ ​ ​ ​ ​ ​ ​ ​ ​ Net income attributable to noncontrolling interest ​ ( 4,566 ) ​ ( 4,606 ) ​ ​ ​ ​ ​ ​ ​ ​ ​ Net income attributable to TTEC stockholders ​ $ 33,404 ​ $ 50,418 ​ ​ ​ ​ ​ ​ ​ ​ ​ Other comprehensive income (loss) ​ ​ ​ ​ ​ ​ ​ Net income ​ $ 37,970 ​ $ 55,024 ​ Foreign currency translation adjustments ​ 296 ​ ( 5,753 ) ​ Derivative valuation, gross ​ 849 ​ ( 3,665 ) ​ Derivative valuation, tax effect ​ ( 220 ) ​ 951 ​ Other, net of tax ​ 41 ​ 36 ​ Total other comprehensive income (loss) ​ 966 ​ ( 8,431 ) ​ Total comprehensive income (loss) ​ 38,936 ​ 46,593 ​ ​ ​ ​ ​ ​ ​ ​ ​ Less: Comprehensive income attributable to noncontrolling interest ​ ( 3,615 ) ​ ( 3,034 ) ​ ​ ​ ​ ​ ​ ​ ​ ​ Comprehensive income (loss) attributable to TTEC stockholders ​ $ 35,321 ​ $ 43,559 ​ ​ ​ ​ ​ ​ ​ ​ ​ Weighted average shares outstanding ​ ​ ​ ​ ​ ​ ​ Basic ​ 47,005 ​ 46,743 ​ Diluted ​ ​ 47,381 ​ 47,355 ​ ​ ​ ​ ​ ​ ​ ​ ​ Net income per share attributable to TTEC stockholders ​ ​ ​ ​ ​ ​ ​ Basic ​ $ 0.71 ​ $ 1.08 ​ Diluted ​ $ 0.71 ​ $ 1.06 ​ ​ ​ ​ ​ ​ ​ ​ ​ Dividends declared and not paid per share outstanding ​ $ 0.50 ​ $ 0.43 ​ ​ The accompanying notes are an integral part of these consolidated financial statements. ​ 2 Table of Contents ​ TTEC HOLDINGS, INC. AND SUBSIDIARIES Consolidated Statement of Stockholders’ Equity and Mezzanine Equity (Amounts in thousands) (Unaudited) Three months ended March 31, 2021 and 2022 ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Stockholders’ Equity of the Company ​ ​ ​ ​ ​ ​ ​ Accumulated ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Other ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Common Stock ​ Treasury ​ Additional ​ Comprehensive ​ Retained ​ Noncontrolling ​ ​ ​ ​ Mezzanine ​ ​ Shares ​ Amount ​ Stock ​ Paid-in Capital ​ Income (Loss) ​ Earnings ​ interest ​ Total Equity ​ Equity Balance as of December 31, 2020 46,737 ​ $ 467 ​ $ ( 601,214 ) ​ $ 360,293 ​ $ ( 72,156 ) ​ $ 757,312 ​ $ 13,060 ​ $ 457,762 ​ $ 52,976 ​ Net income — ​ — ​ — ​ — ​ — ​ ​ 50,418 ​ 2,908 ​ 53,326 ​ ​ 1,698 ​ Dividends to shareholders ($ 0.43 per common share) — ​ — ​ — ​ — ​ — ​ ​ ( 20,132 ) ​ ​ — ​ ​ ( 20,132 ) ​ ​ — ​ Dividends distributed to noncontrolling interest — ​ — ​ — ​ — ​ — ​ — ​ ( 2,385 ) ​ ( 2,385 ) ​ ​ — ​ Foreign currency translation adjustments — ​ — ​ — ​ — ​ ( 5,879 ) ​ — ​ 126 ​ ( 5,753 ) ​ ​ — ​ Derivatives valuation, net of tax — ​ — ​ — ​ — ​ ( 2,714 ) ​ — ​ — ​ ( 2,714 ) ​ ​ — ​ Vesting of restricted stock units 82 ​ 1 ​ 1,363 ​ ( 5,291 ) ​ — ​ — ​ — ​ ( 3,927 ) ​ ​ — ​ Equity-based compensation expense — ​ — ​ — ​ 4,028 ​ — ​ — ​ — ​ 4,028 ​ ​ — ​ Other, net of tax — ​ — ​ — ​ — ​ 36 ​ — ​ — ​ 36 ​ ​ — ​ Balance as of March 31, 2021 46,819 ​ $ 468 ​ $ ( 599,851 ) ​ $ 359,030 ​ $ ( 80,713 ) ​ $ 787,598 ​ $ 13,709 ​ $ 480,241 ​ $ 54,674 ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Stockholders’ Equity of the Company ​ ​ ​ ​ ​ ​ ​ Accumulated ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Other ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Common Stock ​ Treasury ​ Additional ​ Comprehensive ​ Retained ​ Noncontrolling ​ ​ ​ ​ Mezzanine ​ ​ Shares ​ Amount ​ Stock ​ Paid-in Capital ​ Income (Loss) ​ Earnings ​ interest ​ Total Equity ​ Equity Balance as of December 31, 2021 46,990 ​ $ 470 ​ $ ( 597,031 ) ​ $ 361,135 ​ $ ( 98,426 ) ​ $ 856,065 ​ $ 15,812 ​ $ 538,025 ​ $ 56,316 ​ Net income — ​ — ​ — ​ — ​ — ​ 33,404 ​ 3,611 ​ 37,015 ​ ​ 955 ​ Dividends to shareholders ($ 0.50 per common share) — ​ — ​ — ​ — ​ — ​ ​ ( 23,518 ) ​ ​ — ​ ​ ( 23,518 ) ​ ​ — ​ Dividends distributed to noncontrolling interest — ​ — ​ — ​ — ​ — ​ — ​ ( 2,880 ) ​ ( 2,880 ) ​ ​ ( 605 ) ​ Foreign currency translation adjustments — ​ — ​ — ​ — ​ 292 ​ — ​ 4 ​ 296 ​ ​ — ​ Derivatives valuation, net of tax — ​ — ​ — ​ — ​ 629 ​ — ​ — ​ 629 ​ ​ — ​ Vesting of restricted stock units 46 ​ — ​ 752 ​ ( 2,273 ) ​ — ​ — ​ — ​ ( 1,521 ) ​ ​ — ​ Equity-based compensation expense — ​ — ​ — ​ 3,739 ​ — ​ — ​ — ​ 3,739 ​ ​ — ​ Other, net of tax — ​ — ​ — ​ — ​ 41 ​ — ​ — ​ 41 ​ ​ — ​ Balance as of March 31, 2022 47,036 ​ $ 470 ​ $ ( 596,279 ) ​ $ 362,601 ​ $ ( 97,464 ) ​ $ 865,951 ​ $ 16,547 ​ $ 551,826 ​ $ 56,666 ​ ​ ​ ​ ​ ​ ​ The accompanying notes are an integral part of these consolidated financial statements. ​ ​ 3 Table of Contents TTEC HOLDINGS, INC. AND SUBSIDIARIES Consolidated Statements of Cash Flows (Amounts in thousands) (Unaudited) ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Three Months Ended March 31, ​ ​ 2022 2021 Cash flows from operating activities ​ ​ ​ ​ ​ ​ ​ Net income ​ $ 37,970 ​ $ 55,024 ​ Adjustments to reconcile net income to net cash provided by operating activities: ​ ​ ​ ​ ​ ​ ​ Depreciation and amortization ​ 26,630 ​ 20,459 ​ Amortization of contract acquisition costs ​ 350 ​ 176 ​ Amortization of debt issuance costs ​ 265 ​ 175 ​ Imputed interest expense and fair value adjustments to contingent consideration ​ — ​ 877 ​ Provision for credit losses ​ ( 185 ) ​ 21 ​ (Gain) loss on disposal of assets ​ 360 ​ 46 ​ Impairment losses ​ ​ 1,112 ​ ​ 3,517 ​ Deferred income taxes ​ ( 4,679 ) ​ ( 1,090 ) ​ Excess tax benefit from equity-based awards ​ ( 507 ) ​ ( 1,775 ) ​ Equity-based compensation expense ​ 3,739 ​ 4,028 ​ (Gain) loss on foreign currency derivatives ​ 50 ​ 61 ​ Changes in assets and liabilities, net of acquisitions: ​ ​ ​ ​ ​ ​ ​ Accounts receivable ​ ( 41,128 ) ​ 27,053 ​ Prepaids and other assets ​ ( 8,321 ) ​ ( 22,669 ) ​ Accounts payable and accrued expenses ​ 17,518 ​ 15,972 ​ Deferred revenue and other liabilities ​ ( 19,488 ) ​ ( 32,088 ) ​ Net cash provided by operating activities ​ 13,686 ​ 69,787 ​ ​ ​ ​ ​ ​ ​ ​ ​ Cash flows from investing activities ​ ​ ​ ​ ​ ​ ​ Proceeds from sale of long-lived assets ​ 7 ​ 25 ​ Purchases of property, plant and equipment, net of acquisitions ​ ( 16,691 ) ​ ( 11,565 ) ​ Acquisitions, net of cash acquired of zero and zero , respectively ​ — ​ ( 267 ) ​ Net cash used in investing activities ​ ( 16,684 ) ​ ( 11,807 ) ​ ​ ​ ​ ​ ​ ​ ​ ​ Cash flows from financing activities ​ ​ ​ ​ ​ ​ ​ Net proceeds (borrowings) from line of credit ​ 12,000 ​ ( 46,000 ) ​ Payments on other debt ​ ( 1,242 ) ​ ( 1,871 ) ​ Payments of contingent consideration and hold-back payments to acquisitions ​ ( 9,600 ) ​ — ​ Dividends paid to shareholders ​ ​ — ​ ​ — ​ Payments to noncontrolling interest ​ ​ ( 3,485 ) ​ ​ ( 2,385 ) ​ Tax payments related to issuance of restricted stock units ​ ​ ( 1,521 ) ​ ​ ( 3,927 ) ​ Payments of debt issuance costs ​ — ​ — ​ Net cash used in financing activities ​ ( 3,848 ) ​ ( 54,183 ) ​ ​ ​ ​ ​ ​ ​ ​ ​ Effect of exchange rate changes on cash, cash equivalents and restricted cash ​ ( 1,629 ) ​ ( 2,576 ) ​ ​ ​ ​ ​ ​ ​ ​ ​ (Decrease) increase in cash, cash equivalents and restricted cash ​ ( 8,475 ) ​ 1,221 ​ Cash, cash equivalents and restricted cash, beginning of period ​ 180,682 ​ 159,015 ​ Cash, cash equivalents and restricted cash, end of period ​ $ 172,207 ​ $ 160,236 ​ ​ ​ ​ ​ ​ ​ ​ ​ Supplemental disclosures ​ ​ ​ ​ ​ ​ ​ Cash paid for interest ​ $ 3,468 ​ $ 1,576 ​ Cash paid for income taxes ​ $ 3,305 ​ $ 4,275 ​ Non-cash investing and financing activities ​ ​ ​ ​ ​ ​ ​ Acquisition of long-lived assets through finance leases ​ $ 202 ​ $ 137 ​ Acquisition of equipment through increase in accounts payable, net ​ $ 691 ​ $ ( 3,431 ) ​ Dividend declared but not paid ​ $ 23,518 ​ $ 20,132 ​ ​ The accompanying notes are an integral part of these consolidated financial statements. ​ ​ 4 Table of Contents TTEC HOLDINGS, INC. AND SUBSIDIARIES Notes to Consolidated Financial Statements (Unaudited) (1) OVERVIEW AND BASIS OF PRESENTATION Summary of Business TTEC Holdings, Inc. (“TTEC”, “the Company”; pronounced “T-TEC”) is a leading global customer experience as a service (“CXaaS”) partner for many of the world’s most iconic and disruptive brands. TTEC designs, builds, orchestrates, and delivers seamless digitally enabled customer experiences that are designed to increase brand value, customer loyalty, revenue and profitability through personalized, outcome-based interactions. The Company helps clients improve their customer satisfaction while lowering their total cost to serve by combining innovative digital solutions with service capabilities that deliver a frictionless customer experience (“CX”) across different channels and phases of the customer lifecycle. TTEC’s 62,000 employees serve clients in the automotive, communication, financial services, national/federal and state and local governments, healthcare, logistics, media and entertainment, e-tail/retail, technology, travel and transportation industries via operations in the United States, Australia, Belgium, Brazil, Bulgaria, Canada, Costa Rica, Germany, Greece, India, Ireland, Mexico, the Netherlands, New Zealand, the Philippines, Poland, Singapore, South Africa, Thailand, and the United Kingdom. The Company operates and reports its financial results of operation through two business segments: TTEC Digital and TTEC Engage. ● TTEC Digita l is one of the largest pure-play CX technology service providers with expertise in CX strategy, digital consulting, and transformation enabled by proprietary CX applications and technology partnerships. TTEC Digital designs, builds, and operates robust digital experiences for clients and their customers through the contextual integration and orchestration of customer relationship management (“CRM”), data, analytics, CXaaS technology, and intelligent automation to ensure high-quality, scalable CX outcomes. ● TTEC Engage provides the digitally enabled CX managed services to support our clients’ end-to-end customer interaction delivery at scale. The segment delivers omnichannel customer care, tech support, order fulfillment, customer acquisition, growth, and retention services with industry specialization and distinctive CX capabilities for hypergrowth brands. TTEC Engage also delivers digitally enabled back office and industry specific specialty services including artificial intelligence (“AI”) operations, content moderation, and fraud management services. TTEC Digital and TTEC Engage strategically come together under our unified offering, Humanify ® CXaaS, which drives measurable customer results for clients through the delivery of personalized, omnichannel experiences. Our Humanify ® cloud platform provides a fully integrated ecosystem of CX offerings, including messaging, AI, machine learning, robotic process automation, analytics, cybersecurity, CRM, knowledge management, journey orchestration, and traditional voice solutions. Our end-to-end CXaaS platform differentiates us from competitors by combining design, strategic consulting, technology, data analytics, process optimization, system integration, and operational excellence along with our decades of industry know-how. This unified offering is value-oriented, outcome-based and delivered to large enterprises, governments, and hypergrowth companies on a global scale. Basis of Presentation The Consolidated Financial Statements are comprised of the accounts of TTEC, its wholly owned subsidiaries, its 55 % equity owned subsidiary Percepta, LLC, its 70 % equity owned subsidiary First Call Resolution, LLC and its 70 % equity owned subsidiary Serendebyte, Inc. (see Note 2). All intercompany balances and transactions have been eliminated in consolidation. 5 Table of Contents TTEC HOLDINGS, INC. AND SUBSIDIARIES Notes to Consolidated Financial Statements (Unaudited) The unaudited Consolidated Financial Statements do not include all of the disclosures required by accounting principles generally accepted in the U.S. (“GAAP”), pursuant to the rules and regulations of the Securities and Exchange Commission (“SEC”). The unaudited Consolidated Financial Statements reflect all adjustments which, in the opinion of management, are necessary to state fairly the consolidated financial position of the Company and the consolidated results of operations and comprehensive income (loss) and the consolidated cash flows of the Company. All such adjustments are of a normal, recurring nature. Operating results for the periods presented are not necessarily indicative of the results that may be expected for the year ending December 31, 2022. These unaudited Consolidated Financial Statements should be read in conjunction with the Company’s audited Consolidated Financial Statements and footnotes thereto included in the Company’s Annual Report on Form 10-K for the year ended December 31, 2021. Use of Estimates The preparation of the Consolidated Financial Statements in conformity with GAAP requires management to make estimates and assumptions in determining the reported amounts of assets and liabilities, disclosure of contingent liabilities at the date of the Consolidated Financial Statements and the reported amounts of revenue and expenses during the reporting period. On an ongoing basis, the Company evaluates its estimates including those related to derivatives and hedging activities, income taxes including the valuation allowance for deferred tax assets, litigation reserves, restructuring reserves, allowance for credit losses, contingent consideration, redeemable noncontrolling interest, and valuation of goodwill, long-lived and intangible assets. The Company bases its estimates on historical experience and on various other assumptions that are believed to be reasonable, the results of which form the basis for making judgments about the carrying values of assets and liabilities. Actual results may differ materially from these estimates under different assumptions or conditions. Cash, Cash Equivalents and Restricted Cash Cash and cash equivalents consist of cash, primarily held in interest-bearing investments, and liquid short-term investments, which have original maturities of less than 90 days. Restricted cash includes cash whereby the Company’s ability to use the funds at any time is contractually limited or is generally designated for specific purposes arising out of certain contractual or other obligations. The following table provides a reconciliation of cash, cash equivalents and restricted cash reported in the Condensed Consolidated Balance Sheets that sum to the amounts reported in the Condensed Consolidated Statement of Cash Flows (in thousands): ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ March 31, 2022 December 31, 2021 ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Cash and cash equivalents ​ ​ $ 156,828 $ 158,205 ​ Restricted cash included in "Prepaid and other current assets" ​ ​ 15,379 ​ 22,477 ​ Total ​ ​ $ 172,207 $ 180,682 ​ ​ Concentration of Credit Risk The Company is exposed to credit risk in the normal course of business, primarily related to accounts receivable and derivative instruments. Historically, the losses related to credit risk have been immaterial. The Company regularly monitors its credit risk to mitigate the possibility of current and future exposures resulting in a loss. The Company evaluates the creditworthiness of its clients prior to entering into an agreement to provide services and as necessary through the life of the client relationship. The Company does not believe it is exposed to more than a nominal amount of credit risk in its derivative hedging activities, as the Company diversifies its activities across eight investment-grade financial institutions. 6 Table of Contents TTEC HOLDINGS, INC. AND SUBSIDIARIES Notes to Consolidated Financial Statements (Unaudited) Recently Adopted Accounting Pronouncements In October 2021, the FASB issued ASU 2021-08, Business Combinations (Topic 805), “Accounting for Contract Assets and Contract Liabilities from Contracts with Customers”, which now requires the acquirer to account for revenue contracts in accordance with Topic 606 as if it had acquired the contract, versus recording these assets and liabilities at fair value on acquisition date. The ASU is effective for interim and annual periods beginning on or after December 15, 2022, with early adoption permitted. The Company adopted the new guidance during the fourth quarter of 2021 which required application to all acquisitions completed during the adoption year. See further discussion in Note 2. Other Accounting Pronouncements In March 2020, the FASB issued ASU 2020-04, “Reference Rate Reform” (Topic 848), which provides optional expedients and exceptions for contracts, hedging relationships, and other transactions affected by reference rate reform due to the anticipated cessation of the London Interbank Offered Rate (”LIBOR”). The ASU is effective from March 12, 2020, may be applied prospectively and could impact the accounting for LIBOR provisions in the Company’s credit facility agreement. In addition, in January 2021, the FASB issued ASU 2021-01, “Reference Rate Reform – Scope,” which clarified the scope of ASC 848 relating to contract modifications. The Company has not yet adopted the standard but does not expect that the adoption of this guidance will have a material impact on the Company’s financial position, results of operations or cash flows. ​ ​ (2) ACQUISITIONS AND DIVESTITURES Avtex On April 8, 2021 , the Company acquired, through its subsidiary TTEC Digital, LLC, 100 % of the outstanding stock of Avtex Solutions Holdings, LLC (“Avtex”). Avtex is an end-to-end customer experience and CXaaS solutions provider with offerings in Genesys and Microsoft cloud solutions . The business is operated as part of the TTEC Digital segment and is being fully consolidated into the financial statements of TTEC. Total cash paid at acquisition was $ 499.946 million ($ 490.0 million base purchase price plus cash, less debt and working capital estimate). The Avtex transaction is subject to customary representations and warranties, holdbacks, and a net working capital adjustment. The Company used cash from operations and drew down on its Credit Facility to fund the acquisition. The Company finalized the net working capital adjustment for $ 0.1 million during the third quarter of 2021 which was paid by Avtex to the Company in the third quarter of 2021. During the fourth quarter of 2021, TTEC implemented ASU 2021-08 which required an accounting modification to the deferred revenue balance as of the acquisition date (see discussion above in Note 1). The deferred revenue balance was evaluated as if TTEC had been the company securing the initial contract and accounted for these contracts in accordance with ASC 606. Based on this re-assessment, the $ 4.9 million reduction initially recorded to deferred revenue in connection with the purchase price accounting was eliminated and an offsetting increase to Goodwill was recorded as of the acquisition date. In connection with this modification, revenue of $ 3.4 million was recorded in the fourth quarter of 2021 related to deferred revenue from the second and third quarters of 2021. A multi-period excess earnings method under the income approach was used to estimate the fair value of the customer relationships intangible asset. The significant assumptions utilized in calculating the fair value of the customer relationships intangible asset were the customer attrition rate, revenue growth rates, forecasted EBITDA, contributory asset charge, and the discount rate. 7 Table of Contents TTEC HOLDINGS, INC. AND SUBSIDIARIES Notes to Consolidated Financial Statements (Unaudited) The following summarizes the fair values of the identifiable assets acquired and liabilities assumed as of the acquisition date (in thousands): ​ ​ ​ ​ ​ ​ ​ Acquisition Date ​ ​ Fair Value Cash ​ $ 18,638 ​ Accounts receivable, net ​ 22,214 ​ Prepaid expenses ​ 26,389 ​ Current income tax receivables ​ 93 ​ Net fixed assets ​ ​ 3,162 ​ Right of use assets ​ ​ 3,614 ​ Other Assets ​ ​ 480 ​ Tradename ​ ​ 5,300 ​ Intellectual property intangible ​ ​ 770 ​ Customer relationships ​ 128,200 ​ Goodwill ​ ​ 378,882 ​ ​ ​ $ 587,742 ​ ​ ​ ​ ​ ​ Accounts payable ​ $ 20,580 ​ Accrued employee compensation ​ 4,325 ​ Accrued expenses ​ 250 ​ Right of use liability - current ​ ​ 678 ​ Deferred revenue ​ ​ 56,765 ​ Accrued income taxes ​ ​ 332 ​ Deferred tax liability ​ ​ 1,930 ​ Right of use liability - noncurrent ​ 2,936 ​ ​ ​ $ 87,796 ​ ​ ​ ​ ​ ​ Total purchase price ​ $ 499,946 ​ ​ In the first quarter of 2022, the Company finalized the valuation of Avtex for the acquisition date assets acquired and liabilities assumed and determined that no material adjustments to any of the balances were required. The Avtex customer relationships, intellectual property intangible, and tradename are being amortized over useful lives of 9 , 3 , and 1 years , respectively. The goodwill recognized from the Avtex acquisition is attributable, but not limited to, the acquired workforce and expected synergies with the TTEC Digital segment. The tax basis of the acquired intangibles and goodwill will be materially deductible for income tax purposes. The acquired goodwill and intangibles and operating results of Avtex are reported within the TTEC Digital segment from the date of acquisition. Financial Impact of Acquired Businesses The acquired business purchased in 2021 noted above contributed revenues of $ 53.4 million and net income $ 2.8 million, to the Company for the quarter ended March 31, 2022. The unaudited proforma financial results for the three months ended March 31, 2021, combines the consolidated results of the Company and Avtex assuming the acquisition had been completed on January 1, 2020. The reported revenue and net income of $ 539.2 million and $ 50.4 million would have been $ 586.2 million and $ 53.6 million for the three months ended March 31, 2021, respectively, on an unaudited proforma basis. 8 Table of Contents TTEC HOLDINGS, INC. AND SUBSIDIARIES Notes to Consolidated Financial Statements (Unaudited) The Company did not have any material, nonrecurring proforma adjustments directly attributable to the business combination included in the reported proforma revenue earnings. These proforma amounts have been calculated after applying the Company’s accounting policies and adjusting the respective acquired businesses’ results to reflect the additional depreciation and amortization that would have been charged assuming the fair value adjustments to property, plant and equipment, and intangible assets had been applied from the date indicated, with the consequential tax effects. The unaudited proforma consolidated results are not to be considered indicative of the results if this acquisition occurred in the periods mentioned above, or indicative of future operations or results. Additionally, the proforma consolidated results do not reflect any anticipated synergies expected as a result of the acquisition. Subsequent Event Certain Assets of Faneuil On April 1, 2022 , the Company completed an asset acquisition through its subsidiary TTEC Government Solutions LLC, of certain public sector citizen experience contracts in the transportation infrastructure and healthcare exchange industries from Faneuil, Inc., a subsidiary of ALJ Regional Holdings, Inc. The business will operate as part of the TTEC Engage segment and will be fully consolidated into the financial statements of TTEC. The Faneuil acquisition will be recorded as a business combination under ASC 805, Business Combinations, with identifiable assets acquired and liabilities assumed recorded at their estimated fair values as of the acquisition date. Total cash paid at acquisition was $ 142.3 million less customary hold-backs related to representations and warranties, plus certain future contingent payments and customary adjustments. In addition, Faneuil agreed to grant to TTEC Government Solutions LLC a three-year call right and right of first offer to purchase certain other assets of Faneuil in its utilities and commercial healthcare verticals, and certain proprietary technology. The initial accounting for the business combination is incomplete at the time of this filing due to the limited amount of time since the acquisition date and the ongoing status of the valuation. Therefore, it is impracticable for the Company to provide the major classes of assets acquired and liabilities assumed or proforma revenue and earnings. ​ ​ (3) SEGMENT INFORMATION The Company reports the following two segments: TTEC Digita l is one of the largest pure-play CX technology service providers with expertise in CX strategy, digital consulting and transformation enabled by proprietary CX applications and technology partnerships. TTEC Digital designs, builds, and operates robust digital experiences for clients and their customers through the contextual integration and orchestration of CRM, data, analytics, CXaaS technology, and intelligent automation to ensure high-quality, scalable CX outcomes. ● Technology Services: Our technology services design, integrate, and operate highly scalable, digital omnichannel technology solutions in the cloud, on premise, or hybrid environment, including journey orchestration, automation and AI, knowledge management, and workforce productivity. ● Professional Services: Our management consulting practices deliver customer experience strategy, analytics, process optimization, and learning and performance services. TTEC Engage provides the digitally enabled CX managed services to support our clients’ end-to-end customer interaction delivery at scale. The segment delivers omnichannel customer care, tech support, order fulfillment, customer acquisition, growth, and retention services with industry specialization and distinctive CX capabilities for hypergrowth brands. TTEC Engage also delivers digitally enabled back office and industry specific specialty services including AI operations, content moderation, and fraud management services. 9 Table of Contents TTEC HOLDINGS, INC. AND SUBSIDIARIES Notes to Consolidated Financial Statements (Unaudited) ● Customer Acquisition, Growth, and Retention Services: Our customer growth and acquisition services optimize the buying journeys for acquiring new customers by leveraging technology and analytics to deliver personal experiences that we believe increase the quantity and quality of leads and customers. ● Customer Care, Tech Support, and Order Fulfillment Services: Our customer care, technical support, and order fulfillment services provide turnkey contact center solutions, including digital omnichannel technologies, associate recruiting and training, facilities, and operational expertise to create exceptional customer experiences across all touchpoints. ● Digitally Enabled Back Office and Specialty Services: Our digital AI operations, content moderation, and fraud detection and prevention services provide clients with data tagging and annotation capabilities to train and enable AI platforms, community content moderation, and compliance to meet client content standards, and proactive fraud solutions to assist our clients in the detection and prevention of fraud. The Company allocates to each segment its portion of corporate operating expenses. All intercompany transactions between the reported segments for the periods presented have been eliminated. The following tables present certain financial data by segment (in thousands): Three Months Ended March 31, 2022 ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Depreciation Income ​ ​ Gross ​ Intersegment ​ Net ​ & ​ from ​ ​ Revenue ​ Sales ​ Revenue ​ Amortization ​ Operations TTEC Digital ​ $ 113,583 ​ $ — ​ $ 113,583 ​ $ 9,412 ​ $ 6,347 ​ TTEC Engage ​ 475,143 ​ — ​ 475,143 ​ 17,218 ​ 41,963 ​ Total ​ $ 588,726 ​ $ — ​ $ 588,726 ​ $ 26,630 ​ $ 48,310 ​ ​ Three Months Ended March 31, 2021 ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Depreciation Income ​ ​ ​ Gross ​ Intersegment ​ Net ​ & ​ from ​ ​ ​ Revenue ​ Sales ​ Revenue ​ Amortization ​ Operations ​ TTEC Digital ​ $ 63,609 ​ $ ( 22 ) ​ $ 63,587 ​ $ 3,887 ​ $ 4,202 ​ TTEC Engage ​ 475,632 ​ ​ — ​ 475,632 ​ 16,572 ​ 69,222 ​ Total ​ $ 539,241 ​ $ ( 22 ) ​ $ 539,219 ​ $ 20,459 ​ $ 73,424 ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Three Months Ended ​ ​ ​ March 31, ​ ​ ​ 2022 2021 Capital Expenditures ​ ​ ​ ​ ​ ​ ​ TTEC Digital ​ $ 1,591 $ 1,532 TTEC Engage ​ 15,100 ​ 10,033 ​ Total ​ $ 16,691 $ 11,565 ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ March 31, 2022 December 31, 2021 ​ Total Assets ​ ​ ​ ​ ​ ​ ​ ​ TTEC Digital ​ ​ $ 827,887 $ 828,255 ​ TTEC Engage ​ ​ 1,223,798 ​ 1,168,549 ​ Total ​ ​ $ 2,051,685 $ 1,996,804 ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ 10 Table of Contents TTEC HOLDINGS, INC. AND SUBSIDIARIES Notes to Consolidated Financial Statements (Unaudited) The following table presents revenue based upon the geographic location where the services are provided (in thousands): ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Three Months Ended March 31, ​ ​ ​ 2022 2021 ​ Revenue ​ ​ ​ ​ ​ ​ ​ ​ United States ​ $ 394,610 ​ $ 358,326 ​ Philippines ​ 100,030 ​ 102,252 ​ ​ Europe / Middle East / Africa ​ 31,565 ​ 25,917 ​ ​ Latin America ​ 27,382 ​ 29,439 ​ ​ Canada ​ 17,640 ​ 7,118 ​ ​ Asia Pacific / India ​ 17,499 ​ 16,167 ​ ​ Total ​ $ 588,726 $ 539,219 ​ ​ ​ ​ ​ ​ ​ ​ (4) SIGNIFICANT CLIENTS AND OTHER CONCENTRATIONS The Company had one client that contributed in excess of 10% of total revenue for the three months ended March 31, 2022; this client operates in the automotive industry and is included in the TTEC Engage segment. This client contributed 10.4 % and 8.8 % of total revenue for the three months ended March 31, 2022 and 2021, respectively. The Company had one client that contributed in excess of 10% of total revenue for the three months ended March 31, 2021; this client operates in the financial services sector. This client contributed 7.3 % and 15.7 % of total revenue for the three months ended March 31, 2022 and 2021, respectively. The Company does have clients with aggregate revenue exceeding $ 100 million annually and the loss of one or more of these clients could have a material adverse effect on the Company’s business, operating results, or financial condition. To mitigate this risk, the Company has multiple contracts with these larger clients, where each individual contract is for an amount below the $100 million aggregate. To limit the Company’s credit risk with its clients, management performs periodic credit evaluations, maintains allowances for credit losses and may require pre-payment for services from certain clients. Based on currently available information, management does not believe significant credit risk existed as of March 31, 2022. Activity in the Company’s Allowance for credit losses consists of the following (in thousands): ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Three Months Ended March 31, ​ 2022 2021 Balance, beginning of year ​ $ 5,409 ​ $ 5,067 ​ Provision for credit losses ​ ( 185 ) ​ 21 ​ Uncollectible receivables written-off ​ ( 213 ) ​ ( 83 ) ​ Effect of foreign currency ​ 21 ​ ( 8 ) ​ Balance, end of year ​ $ 5,032 ​ $ 4,997 ​ ​ Accounts Receivable Sales Agreement The Company is party to an Uncommitted Receivables Purchase Agreement (“Agreement”) with Bank of the West (“Bank”), whereby from time-to-time the Company may elect to sell, on a revolving basis, U.S. accounts receivables of certain clients at a discount to the Bank for cash on a limited recourse basis. The maximum amount of receivables that the Company may sell to the Bank at any given time shall not exceed $ 100 million. The sales of accounts receivable in accordance with the Agreement are reflected as a reduction of Accounts Receivable, net on the Consolidated Balance sheets. The Company has retained no interest in the sold receivables but retains all collection responsibilities on behalf of the Bank. The discount on the accounts receivable sold will be recorded within Other expense, net in the Consolidated Statements of Comprehensive Income (Loss). The cash proceeds from this Agreement are included in the change in accounts receivable within the operating activities section of the Consolidated Statements of Cash Flow. 11 Table of Contents TTEC HOLDINGS, INC. AND SUBSIDIARIES Notes to Consolidated Financial Statements (Unaudited) As of March 31, 2022 and December 31, 2021, the Company had factored $ 88.7 million and $ 97.7 million, respectively, of accounts receivable; under the Agreement discounts on these receivables were not material during the quarter. As of March 31, 2022, the Company had collected $ 15.4 million of cash from customers which had not been remitted to the Bank. The unremitted cash is restricted cash and is included within Prepaid and other current assets with the corresponding liability included in Accrued expenses on the Consolidated Balance Sheet. The Company has not recorded any servicing assets or liabilities as of March 31, 2022 as the fair value of the servicing arrangement as well as the fees earned were not material to the financial statements. ​ (5) GOODWILL ​ Goodwill consisted of the following (in thousands): ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Effect of ​ ​ ​ ​ December 31, ​ Acquisitions / ​ ​ ​ ​ Foreign ​ March 31, ​ ​ 2021 ​ Adjustments ​ Impairments ​ Currency ​ 2022 ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ TTEC Digital ​ $ 505,222 ​ $ — ​ $ — ​ $ 392 ​ $ 505,614 ​ TTEC Engage ​ 234,259 ​ — ​ ​ — ​ ​ ( 342 ) ​ 233,917 ​ Total ​ $ 739,481 ​ $ — ​ $ — ​ $ 50 ​ $ 739,531 ​ ​ The Company performs a goodwill impairment assessment on at least an annual basis. The Company conducts its annual goodwill impairment assessment during the fourth quarter, or more frequently, if indicators of impairment exist. During the quarter ended March 31, 2022, the Company assessed whether any such indicators of impairment existed and concluded there were none. ​ ​ (6) DERIVATIVES Cash Flow Hedges The Company enters into foreign exchange related derivatives. Foreign exchange derivatives entered into consist of forward and option contracts to reduce the Company’s exposure to foreign currency exchange rate fluctuations that are associated with forecasted revenue earned in foreign locations. Upon proper qualification, these contracts are designated as cash flow hedges. It is the Company’s policy to only enter into derivative contracts with investment grade counterparty financial institutions, and correspondingly, the fair value of derivative assets considers, among other factors, the creditworthiness of these counterparties. Conversely, the fair value of derivative liabilities reflects the Company’s creditworthiness. As of March 31, 2022, the Company has not experienced, nor does it anticipate, any issues related to derivative counterparty defaults. The following table summarizes the aggregate unrealized net gain or loss in Accumulated other comprehensive income (loss) for the three months ended March 31, 2022 and 2021 (in thousands and net of tax): ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Three Months Ended March 31, ​ ​ ​ ​ 2022 2021 ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Aggregate unrealized net gain/(loss) at beginning of period ​ $ ( 40 ) ​ $ 8,431 ​ ​ Add: Net gain/(loss) from change in fair value of cash flow hedges ​ ​ 390 ​ ​ ( 3,773 ) ​ ​ Less: Net (gain)/loss reclassified to earnings from effective hedges ​ ​ 239 ​ ​ 1,059 ​ ​ Aggregate unrealized net gain/(loss) at end of period ​ $ 589 ​ $ 5,717 ​ ​ ​ 12 Table of Contents TTEC HOLDINGS, INC. AND SUBSIDIARIES Notes to Consolidated Financial Statements (Unaudited) The Company’s foreign exchange cash flow hedging instruments as of March 31, 2022 and December 31, 2021 are summarized as follows (amounts in thousands). All hedging instruments are forward contracts. ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Local ​ ​ ​ ​ ​ ​ ​ ​ Currency ​ U.S. Dollar ​ ​ % Maturing ​ ​ Contracts ​ ​ Notional ​ Notional ​ ​ in the next ​ ​ Maturing As of March 31, 2022 ​ Amount ​ Amount ​ ​ 12 months ​ ​ Through Canadian Dollar 6,000 ​ $ 4,675 ​ ​ 100 % ​ December 2022 ​ Philippine Peso 7,296,000 ​ 141,365 (1) ​ 54.8 % ​ December 2024 ​ Mexican Peso 1,277,000 ​ 56,308 ​ ​ 47.6 % ​ December 2024 ​ ​ ​ ​ ​ $ 202,348 ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Local ​ ​ ​ ​ ​ ​ ​ ​ ​ Currency ​ U.S. Dollar ​ ​ ​ ​ ​ ​ ​ ​ Notional ​ Notional ​ ​ ​ ​ As of December 31, 2021 ​ Amount ​ Amount ​ ​ ​ ​ ​ ​ Canadian Dollar 9,000 ​ $ 7,022 ​ ​ ​ ​ ​ ​ ​ Philippine Peso 8,472,000 ​ 164,295 (1) ​ ​ ​ ​ ​ ​ Mexican Peso 1,422,500 ​ 63,002 ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ $ 234,319 ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ (1) Includes contracts to purchase Philippine pesos in exchange for New Zealand dollars and Australian dollars, which are translated into equivalent U.S. dollars on March 31, 2022 and December 31, 2021. ​ Fair Value Hedges The Company enters into foreign exchange forward contracts to economically hedge against foreign currency exchange gains and losses on certain receivables and payables of the Company’s foreign operations. Changes in the fair value of derivative instruments designated as fair value hedges are recognized in earnings in Other income (expense), net. As of March 31, 2022 and December 31, 2021 the total notional amounts of the Company’s forward contracts used as fair value hedges were $ 41.7 million and $ 32.9 million, respectively. Derivative Valuation and Settlements ​ The Company’s derivatives as of March 31, 2022 and December 31, 2021 were as follows (in thousands): ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ March 31, 2022 ​ ​ Designated Not Designated ​ ​ as Hedging as Hedging ​ Designation: ​ Instruments Instruments ​ Foreign Foreign Derivative contract type: ​ Exchange ​ Exchange Derivative classification: ​ Cash Flow ​ Fair Value ​ ​ ​ ​ ​ ​ ​ ​ ​ Fair value and location of derivative in the Consolidated Balance Sheet: ​ ​ ​ ​ ​ ​ ​ Prepaids and other current assets ​ $ 2,716 ​ $ 172 ​ Other long-term assets ​ 1,409 ​ — ​ Other current liabilities ​ ( 1,976 ) ​ ( 24 ) ​ Other long-term liabilities ​ ( 1,362 ) ​ — ​ Total fair value of derivatives, net ​ $ 787 ​ $ 148 ​ ​ 13 Table of Contents TTEC HOLDINGS, INC. AND SUBSIDIARIES Notes to Consolidated Financial Statements (Unaudited) ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ December 31, 2021 ​ ​ Designated Not Designated ​ ​ as Hedging as Hedging ​ Designation: ​ Instruments Instruments ​ Foreign Foreign Derivative contract type: ​ Exchange ​ Exchange Derivative classification: ​ Cash Flow ​ Fair Value ​ ​ ​ ​ ​ ​ ​ ​ ​ Fair value and location of derivative in the Consolidated Balance Sheet: ​ ​ ​ ​ ​ ​ ​ Prepaids and other current assets ​ $ 2,272 ​ $ 204 ​ Other long-term assets ​ 611 ​ — ​ Other current liabilities ​ ( 1,527 ) ​ ( 6 ) ​ Other long-term liabilities ​ ( 1,418 ) ​ — ​ Total fair value of derivatives, net ​ $ ( 62 ) ​ $ 198 ​ ​ The effects of derivative instruments on the Consolidated Statements of Comprehensive Income (Loss) for the three months ended March 31, 2022 and 2021 were as follows (in thousands): ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Three Months Ended March 31, ​ ​ 2022 ​ 2021 ​ ​ Designated as Hedging Designation: ​ Instruments Derivative contract type: ​ Foreign Exchange Derivative classification: Cash Flow ​ ​ ​ ​ ​ ​ ​ ​ ​ Amount of gain or (loss) recognized in Other comprehensive income (loss) - effective portion, net of tax ​ $ 239 ​ $ 1,059 ​ ​ ​ ​ ​ ​ ​ ​ ​ Amount and location of net gain or (loss) reclassified from Accumulated OCI to income - effective portion: ​ ​ ​ ​ ​ ​ ​ Revenue ​ $ 323 ​ $ 1,431 ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Three Months Ended March 31, ​ ​ 2022 ​ 2021 Designation: Not Designated as Hedging Instruments ​ Derivative contract type: Foreign Exchange ​ Derivative classification: Fair Value ​ ​ ​ ​ ​ ​ ​ ​ ​ Amount and location of net gain or (loss) recognized in the Consolidated Statement of Comprehensive Income (Loss): ​ ​ ​ ​ ​ ​ ​ Other income (expense), net $ 299 $ ( 337 ) ​ ​ ​ ​ (7) FAIR VALUE The authoritative guidance for fair value measurements establishes a three-level fair value hierarchy that prioritizes the inputs used to measure fair value. This hierarchy requires that the Company maximize the use of observable inputs and minimize the use of unobservable inputs. The three levels of inputs used to measure fair value are as follows: Level 1 — Quoted prices in active markets for identical assets or liabilities. Level 2 — Observable inputs other than quoted prices included in Level 1, such as quoted prices for similar assets and liabilities in active markets, similar assets and liabilities in markets that are not active or can be corroborated by observable market data. 14 Table of Contents TTEC HOLDINGS, INC. AND SUBSIDIARIES Notes to Consolidated Financial Statements (Unaudited) Level 3 — Unobservable inputs that are supported by little or no market activity and that are significant to the fair value of the assets or liabilities. This includes certain pricing models, discounted cash flow methodologies and similar techniques that use significant unobservable inputs. The following presents information as of March 31, 2022 and December 31, 2021 for the Company’s assets and liabilities required to be measured at fair value on a recurring basis, as well as the fair value hierarchy used to determine their fair value. Accounts Receivable and Payable - The amounts recorded in the accompanying balance sheets approximate fair value because of their short-term nature. Investments – The Company measures investments, including cost and equity method investments, at fair value on a nonrecurring basis when they are deemed to be other-than-temporarily impaired. The fair values of these investments are determined based on valuation techniques using the best information available, and may include market observable inputs, and discounted cash flow projections. An impairment charge is recorded when the cost of the investment exceeds its fair value and this condition is determined to be other-than-temporary. As of March 31, 2022, the investment in CaféX Communication, Inc., which consisted of the Company’s total $ 15.6 million investment, is fully impaired to zero. Debt - The Company’s debt consists primarily of the Company’s Credit Facility, which permits floating-rate borrowings based upon the current Prime Rate or LIBOR plus a credit spread as determined by the Company’s leverage ratio calculation (as defined in the Credit Agreement). As of March 31, 2022 and December 31, 2021, the Company had $ 803.0 million and $ 791.0 million, respectively, of borrowings outstanding under the Credit Facility. During the first quarter of 2022 outstanding borrowings accrued interest at an average rate of 1.3 % per annum, excluding unused commitment fees. The amounts recorded in the accompanying Balance Sheets approximate fair value due to the variable nature of the debt based on Level 2 inputs. Derivatives - Net derivative assets (liabilities) are measured at fair value on a recurring basis. The portfolio is valued using models based on market observable inputs, including both forward and spot foreign exchange rates, interest rates, implied volatility, and counterparty credit risk, including the ability of each party to execute its obligations under the contract. As of March 31, 2022, credit risk did not materially change the fair value of the Company’s derivative contracts. The following is a summary of the Company’s fair value measurements for its net derivative assets (liabilities) as of March 31, 2022 and December 31, 2021 (in thousands): As of March 31, 2022 ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Fair Value Measurements Using ​ ​ ​ ​ Quoted Prices in Significant ​ ​ ​ ​ ​ Active Markets ​ Other ​ Significant ​ ​ ​ ​ ​ for Identical ​ Observable ​ Unobservable ​ ​ ​ ​ ​ Assets ​ Inputs ​ Inputs ​ ​ ​ ​ ​ (Level 1) ​ (Level 2) ​ (Level 3) ​ At Fair Value Cash flow hedges ​ $ — ​ $ 787 ​ $ — ​ $ 787 ​ Fair value hedges ​ — ​ 148 ​ — ​ 148 ​ Total net derivative asset (liability) ​ $ — ​ $ 935 ​ $ — ​ $ 935 ​ ​ 15 Table of Contents TTEC HOLDINGS, INC. AND SUBSIDIARIES Notes to Consolidated Financial Statements (Unaudited) As of December 31, 2021 ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Fair Value Measurements Using ​ ​ ​ ​ Quoted Prices in Significant ​ ​ ​ ​ ​ Active Markets ​ Other ​ Significant ​ ​ ​ ​ ​ for Identical ​ Observable ​ Unobservable ​ ​ ​ ​ ​ Assets ​ Inputs ​ Inputs ​ ​ ​ ​ ​ (Level 1) ​ (Level 2) ​ (Level 3) ​ At Fair Value Cash flow hedges ​ $ — ​ $ ( 62 ) ​ $ — ​ $ ( 62 ) ​ Fair value hedges ​ — ​ 198 ​ — ​ 198 ​ Total net derivative asset (liability) ​ $ — ​ $ 136 ​ $ — ​ $ 136 ​ ​ The following is a summary of the Company’s fair value measurements as of March 31, 2022 and December 31, 2021 (in thousands): ​ As of March 31, 2022 ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Fair Value Measurements Using ​ Quoted Prices in ​ ​ Significant ​ ​ Active Markets for ​ Significant Other ​ Unobservable ​ ​ Identical Assets ​ Observable Inputs ​ Inputs ​ ​ (Level 1) ​ (Level 2) ​ (Level 3) Assets ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Derivative instruments, net ​ $ — ​ $ 935 ​ $ — ​ Total assets ​ $ — ​ $ 935 ​ $ — ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Liabilities ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Deferred compensation plan liability ​ $ — ​ $ ( 28,801 ) ​ $ — ​ Derivative instruments, net ​ ​ — ​ ​ — ​ ​ — ​ Contingent consideration ​ — ​ — ​ — ​ Total liabilities ​ $ — ​ $ ( 28,801 ) ​ $ — ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Redeemable noncontrolling interest ​ $ — ​ $ — ​ $ ( 56,666 ) ​ ​ As of December 31, 2021 ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Fair Value Measurements Using ​ Quoted Prices in ​ ​ Significant ​ ​ Active Markets for ​ Significant Other ​ Unobservable ​ ​ Identical Assets ​ Observable Inputs ​ Inputs ​ ​ (Level 1) ​ (Level 2) ​ (Level 3) Assets ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Derivative instruments, net ​ $ — ​ $ 136 ​ $ — ​ Total assets ​ $ — ​ $ 136 ​ $ — ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Liabilities ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Deferred compensation plan liability ​ $ — ​ $ ( 30,012 ) ​ $ — ​ Derivative instruments, net ​ — ​ — ​ — ​ Contingent consideration ​ — ​ — ​ ( 9,600 ) ​ Total liabilities ​ $ — ​ $ ( 30,012 ) ​ $ ( 9,600 ) ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Redeemable noncontrolling interest ​ $ — ​ $ — ​ $ ( 56,316 ) ​ ​ 16 Table of Contents TTEC HOLDINGS, INC. AND SUBSIDIARIES Notes to Consolidated Financial Statements (Unaudited) Deferred Compensation Plan — The Company maintains a non-qualified deferred compensation plan structured as a Rabbi trust for certain eligible employees. Participants in the deferred compensation plan select from a menu of phantom investment options for their deferral dollars offered by the Company each year, which are based upon changes in value of complementary, defined market investments. The deferred compensation liability represents the combined values of market investments against which participant accounts are tracked. Contingent Consideration - The Company recorded contingent consideration related to the acquisitions of VF US and VF ASEAN that closed during 2020. The contingent payable for VF US was calculated using a Monte Carlo simulation including a discount rate of 23.1 %. The contingent payable for VF ASEAN was calculated using a Monte Carlo simulation including a discount rate of 18.4 %. The measurements were based on significant inputs not observable in the market. The Company recorded interest expense each period using the effective interest method until the future value of these contingent payments reached the expected total future value. During the fourth quarter of 2020, the first quarter of 2021, the second quarter of 2021 and the fourth quarter of 2021, the Company recorded fair value adjustments to the contingent consideration associated with the VF US and VF ASEAN acquisitions based on increased actual results and estimates of EBITDA for 2021 which caused the payables to increase. Accordingly, a combined $ 4.3 million increase, $ 0.9 million increase, $ 0.2 million increase and a $ 0.1 million increase to the payables were recorded as of December 31, 2020, March 31, 2021, June 30, 2021 and December 31, 2021, respectively, and were included in Other income (expense), net in the Consolidated Statements of Comprehensive Income (Loss). As of March 31, 2022, the expected future contingent consideration for the VF US and VF ASEAN acquisitions were finalized at $ 9.6 million and were paid in March 2022. A rollforward of the activity in the Company’s fair value of the contingent consideration payable is as follows (in thousands): ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Imputed ​ ​ ​ ​ December 31, ​ ​ ​ ​ ​ ​ ​ Interest / ​ March 31, ​ ​ 2021 ​ Acquisitions ​ Payments ​ Adjustments ​ 2022 ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ VF US ​ $ 7,414 ​ $ — ​ $ ( 7,414 ) ​ ​ — ​ $ — ​ VF ASEAN ​ 2,186 ​ — ​ ( 2,186 ) ​ — ​ — ​ Total ​ $ 9,600 ​ $ — ​ $ ( 9,600 ) ​ $ — ​ $ — ​ ​ ​ (8) INCOME TAXES The Company accounts for income taxes in accordance with the accounting literature for income taxes, which requires recognition of deferred tax assets and liabilities for the expected future income tax consequences of transactions that have been included in the Consolidated Financial Statements. Under this method, deferred tax assets and liabilities are determined based on the difference between the financial statement and tax basis of assets and liabilities using tax rates in effect for the year in which the differences are expected to reverse. Quarterly, the Company assesses the likelihood that its net deferred tax assets will be recovered. Based on the weight of all available evidence, both positive and negative, the Company records a valuation allowance against deferred tax assets when it is more-likely-than-not that a future tax benefit will not be realized. The Company’s selection of an accounting policy with respect to both the global intangible low taxed foreign income (“GILTI”) and base erosion and anti-abuse tax (“BEAT”) rules is to compute the related taxes in the period the entity becomes subject to either GILTI or BEAT. As of March 31, 2022, the Company had $ 15.1 million of net deferred tax assets (after a $ 29.4 million valuation allowance) and a net deferred tax asset of $ 10.2 million (after deferred tax liabilities of $ 5.0 million) related to the United States and international tax jurisdictions whose recoverability is dependent upon future profitability. The effective tax rate for the three months ended March 31, 2022 and 2021 was 17.6 % and 22.5 %, respectively. 17 Table of Contents TTEC HOLDINGS, INC. AND SUBSIDIARIES Notes to Consolidated Financial Statements (Unaudited) The Company’s U.S. income tax returns filed for the tax years ending December 31, 2017 to present, remain open tax years . The Company has been notified of the intent to audit or is currently under audit of income taxes for the United States for tax year 2017 and 2018 , the Philippines for tax year 2020 , the state of California for tax years 2017 through 2018 , the state of Washington for tax years 2017 through 2019 , and India for tax years 2017 through 2019. Although the outcome of examinations by taxing authorities are always uncertain, it is the opinion of management that the resolution of these audits will not have a material effect on the Company’s Consolidated Financial Statements. When there is a change in judgment concerning the recovery of deferred tax assets in future periods, a valuation allowance is recorded into earnings during the quarter in which the change in judgment occurred. In the first, third and fourth quarters of 2021, changes to the valuation allowance were recorded in the amount of $ 2.4 million, $ 6.4 million and $ 5.1 million, respectively, for assets that did not meet the “more-likely-than-not” standard. In the first quarter of 2022, $ 1.3 million was released from the valuation allowance for assets that are expected to be recognized in the future. The Company has been granted “Tax Holidays” as an incentive to attract foreign investment by the government of the Philippines. Generally, a Tax Holiday is an agreement between the Company and a foreign government under which the Company receives certain tax benefits in that country, such as exemption from taxation on profits derived from export-related activities. In the Philippines, the Company has been granted multiple agreements with an initial period of tax at 0% for four years, which will be fully expired in 2022 and additional periods at a reduced tax rate, expiring at various times beginning in 2030. The aggregate benefit to income tax expense for the three months ended March 31, 2022 and 2021 was approximately $ 0.9 million and $ 1.1 million, respectively, which had an impact on diluted net income per share of $ 0.02 and $ 0.02 , respectively. ​ ​ (9) COMMITMENTS AND CONTINGENCIES Credit Facility On November 23, 2021 , the Company entered into a Sixth Amendment to the Amended and Restated Credit Agreement and Amendment (“the Credit Agreement”) and Restated Security Agreement originally dated June 3, 2013, (collectively, the “Credit Facility”) to convert the $300 million term loan included in the total Credit Facility commitments, that was previously agreed on March 25, 2021 as part of the Fifth Amendment to the Credit Agreement, into a $ 1.5 billion senior secured revolving Credit Facility with a syndicate of lenders led by Wells Fargo, National Association, as agent, swingline and fronting lender. The Credit Facility matures on November 23, 2026. We primarily use our Credit Facility to fund working capital, general operations, dividends, acquisitions and other strategic activities. On March 25, 2021, the Company entered into a Fifth Amendment to its Credit Agreement and Credit Facility to increase the total commitments by $ 300 million to $ 1.2 billion by exercising the accordion feature that was included in the senior secured revolving credit facility. The $300 million increase was in the form of a term loan, could be prepaid anytime and would become due February 14, 2024, contemporaneously with the expiration of the revolving line of credit. The maximum commitment under the Credit Facility is $ 1.5 billion in the aggregate, if certain conditions are satisfied. The Credit Facility commitment fees are payable to the lenders in an amount equal to the unused portion of the Credit Facility multiplied by a rate per annum as determined by reference to the Company’s net leverage ratio. The Credit Agreement contains customary affirmative, negative, and financial covenants. The Credit Agreement permits accounts receivable factoring up to the greater of $ 100 million or 25 percent of the average book value of all accounts receivable over the most recent twelve-month period. The Credit Agreement also permits the utilization of up to $100 million of limits within the Credit Facility for letters of credit to be used in the business. 18 Table of Contents TTEC HOLDINGS, INC. AND SUBSIDIARIES Notes to Consolidated Financial Statements (Unaudited) Base rate loans bear interest at a rate equal to the greatest of (i) Wells Fargo’s prime rate, (ii) one half of 1% in excess of the federal funds effective rate, and (iii) 1.25 % in excess of the one month LIBOR; plus in each case a margin of 0 % to 0.75 % based on the Company’s net leverage ratio. Eurodollar loans bear interest at LIBOR plus a margin of 1.0 % to 1.75 % based on the Company’s net leverage ratio. Alternate currency loans bear interest at rates applicable to their respective currencies. Letter of credit fees are one eighth of 1% of the stated amount of the letter of credit on the date of issuance, renewal or amendment, plus an annual fee equal to the borrowing margin for Eurodollar loans. The Company primarily utilizes its Credit Facility to fund working capital, general operations, dividends and other strategic activities, such as the acquisitions described in Note 2. As of March 31, 2022 and December 31, 2021, the Company had borrowings of $ 803.0 million and $ 791.0 million, respectively, under its Credit Facility, and its average daily utilization was $ 917.8 million and $ 446.1 million for the three months ended March 31, 2022 and 2021, respectively. During early April 2021, the Company increased borrowings by approximately $ 500 million in connection with the acquisition of Avtex (see Note 2). Based on the current level of availability based on the covenant calculations, the Company’s remaining borrowing capacity was approximately $ 525 million as of March 31, 2022. As of March 31, 2022, the Company was in compliance with all covenants and conditions under its Credit Agreement. Letters of Credit As of March 31, 2022, outstanding letters of credit under the Credit Facility totaled $ 12.6 million and primarily guaranteed workers’ compensation and other insurance related obligations. As of March 31, 2022, letters of credit and contract performance guarantees issued outside of the Credit Agreement totaled $ 0.4 million. Guarantees Indebtedness under the Credit Agreement is guaranteed by certain of the Company’s present and future domestic subsidiaries. Legal Proceedings From time to time, the Company has been involved in legal actions, both as plaintiff and defendant, which arise in the ordinary course of business. The Company accrues for exposures associated with such legal actions to the extent that losses are deemed both probable and reasonably estimable. To the extent specific reserves have not been made for certain legal proceedings, their ultimate outcome, and consequently, an estimate of possible loss, if any, cannot reasonably be determined at this time. Based on currently available information and advice received from counsel, the Company believes that the disposition or ultimate resolution of any current legal proceedings, except as otherwise specifically reserved for in its financial statements, will not have a material adverse effect on the Company’s financial position, cash flows or results of operations. ​ (10) DEFERRED REVENUE AND REMAINING PERFORMANCE OBLIGATIONS Revenue recognized for the three months ended March 31, 2022 from amounts included in deferred revenue as of December 31, 2021 was $ 78.2 million. Revenue recognized for the three months ended March 31, 2021 from amounts included in deferred revenue as of December 31, 2020 was $ 36.3 million. Remaining performance obligations (RPO) represent the amount of contracted future revenue that has not yet been recognized, including both deferred revenue and non-cancelable contracted amounts that will be invoiced and recognized as revenue in future periods. The Company’s RPO excludes performance obligations from on-demand arrangements as there are no minimum purchase commitments associated with these arrangements, and certain time and materials contracts that are billed in arrears. 19 Table of Contents TTEC HOLDINGS, INC. AND SUBSIDIARIES Notes to Consolidated Financial Statements (Unaudited) As of March 31, 2022, the Company’s RPO was $ 310.0 million, which will be delivered and recognized within the next three year s. However, the amount and timing of revenue recognition are generally driven by customer consumption, which can extend beyond the original contract term in cases where customers are permitted to roll over unused capacity to future periods, generally upon the purchase of additional capacity at renewal. (11) ACCUMULATED OTHER COMPREHENSIVE INCOME (LOSS) ​ The following table presents changes in the accumulated balance for each component of Other comprehensive income (loss), including current period other comprehensive income (loss) and reclassifications out of accumulated other comprehensive income (loss) (in thousands): ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Foreign ​ ​ ​ ​ ​ ​ ​ ​ Currency ​ Derivative ​ ​ ​ ​ ​ ​ ​ ​ Translation ​ Valuation, Net ​ Other, Net ​ ​ ​ ​ ​ Adjustment ​ of Tax ​ of Tax ​ Totals ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Accumulated other comprehensive income (loss) at December 31, 2020 ​ $ ( 78,139 ) $ 8,431 $ ( 2,448 ) $ ( 72,156 ) ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Other comprehensive income (loss) before reclassifications ​ ( 5,879 ) ​ ( 3,773 ) ​ 108 ​ ( 9,544 ) ​ Amounts reclassified from accumulated other comprehensive income (loss) ​ — ​ 1,059 ​ ( 72 ) ​ 987 ​ Net current period other comprehensive income (loss) ​ ( 5,879 ) ​ ( 2,714 ) ​ 36 ​ ( 8,557 ) ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Accumulated other comprehensive income (loss) at March 31, 2021 ​ $ ( 84,018 ) $ 5,717 $ ( 2,412 ) $ ( 80,713 ) ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Accumulated other comprehensive income (loss) at December 31, 2021 ​ $ ( 95,547 ) $ ( 40 ) $ ( 2,839 ) $ ( 98,426 ) ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Other comprehensive income (loss) before reclassifications ​ 292 ​ ​ 390 ​ ​ 108 ​ 790 ​ Amounts reclassified from accumulated other comprehensive income (loss) ​ — ​ ​ 239 ​ ​ ( 67 ) ​ 172 ​ Net current period other comprehensive income (loss) ​ 292 ​ 629 ​ 41 ​ 962 ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Accumulated other comprehensive income (loss) at March 31, 2022 ​ $ ( 95,255 ) $ 589 $ ( 2,798 ) $ ( 97,464 ) ​ ​ The following table presents the classification and amount of the reclassifications from Accumulated other comprehensive income (loss) to the Statement of Comprehensive Income (Loss) (in thousands): ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ For the Three Months Ended ​ Statement of ​ ​ ​ March 31, ​ Comprehensive Income ​ ​ 2022 2021 (Loss) Classification ​ Derivative valuation ​ ​ ​ ​ ​ ​ ​ ​ ​ Gain on foreign currency forward exchange contracts ​ $ 323 ​ $ 1,431 Revenue ​ Tax effect ​ ( 84 ) ​ ( 372 ) Provision for income taxes ​ ​ ​ $ 239 ​ $ 1,059 Net income (loss) ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Other ​ ​ ​ ​ ​ ​ ​ ​ ​ Actuarial loss on defined benefit plan ​ $ ( 75 ) ​ $ ( 80 ) Cost of services ​ Tax effect ​ 8 ​ 8 Provision for income taxes ​ ​ ​ $ ( 67 ) ​ $ ( 72 ) Net income (loss) ​ ​ ​ 20 Table of Contents TTEC HOLDINGS, INC. AND SUBSIDIARIES Notes to Consolidated Financial Statements (Unaudited) ​ (12) WEIGHTED AVERAGE SHARE COUNTS ​ The following table sets forth the computation of basic and diluted shares for the periods indicated (in thousands): ​ ​ ​ ​ ​ ​ ​ ​ ​ Three Months Ended March 31, ​ 2022 2021 ​ ​ ​ ​ ​ ​ Shares used in basic earnings per share calculation ​ 47,005 46,743 Effect of dilutive securities: ​ ​ ​ ​ ​ Restricted stock units ​ 350 612 Performance-based restricted stock units ​ 26 — Total effects of dilutive securities ​ 376 612 Shares used in dilutive earnings per share calculation ​ 47,381 47,355 ​ For the three months ended March 31, 2022 and 2021, there were Restricted Stock Units (“RSUs”) of 193 thousand and zero , respectively, outstanding which were excluded from the computation of diluted net income per share because the effect would have been anti-dilutive. ​ (13) EQUITY-BASED COMPENSATION PLANS All equity-based awards to employees are recognized in the Consolidated Statements of Comprehensive Income (Loss) at the fair value of the award on the grant date. During the three months ended March 31, 2022 and 2021, the Company recognized total equity-based compensation expense of $ 3.7 million and $ 4.0 million, respectively. Of this total compensation expenses, $ 1.6 million and $ 1.3 million were recognized in Cost of services and $ 2.1 million and $ 2.7 million were recognized in Selling, general and administrative during the three months ended March 31, 2022 and 2021, respectively. Restricted Stock Unit Grants During the three months ended March 31, 2022 and 2021, the Company granted 20,643 and 44,471 RSUs, respectively, to new and existing employees, which vest over four to five years . The Company recognized compensation expense related to RSUs of $ 3.6 million and $ 3.3 million for the three months ended March 31, 2022 and 2021, respectively. As of March 31, 2022, there was approximately $ 35.3 million of total unrecognized compensation cost (including the impact of expected forfeitures) related to RSUs granted under the Company’s equity plans. Performance Based Restricted Stock Unit Grants During 2019, the Company awarded performance restricted stock units (“PRSUs”) that are subject to service and performance vesting conditions. If defined minimum targets are met, the annual value of the PRSUs issued will be between $ 0.4 million and $ 1.4 million and vest immediately. If the defined minimum targets are not met, then no shares will be issued. The award amounts are based on the Company’s annual adjusted operating income for the fiscal years 2019, 2020 and 2021. Each fiscal year’s adjusted operating income will determine the award amount. The Company recognized compensation expense related to PRSUs of zero and $ 0.3 million, respectively, for the three months ended March 31, 2022 and 2021. During 2020, the Company awarded PRSUs that are subject to service and performance vesting conditions. If defined minimum targets are met, the annual value of the PRSUs issued will be between $ 0.2 million and $ 2.0 million and vest immediately. If the defined minimum targets are not met, then no shares will be issued. The number of shares awarded are based on the Company’s annual revenue and adjusted operating income for the fiscal years 2021 and 2022. Each fiscal year’s revenue and adjusted operating income will determine the award amount. The Company recognized compensation expense related to PRSUs of $ 0.4 million and $ 0.5 million, respectively, for the three months ended March 31, 2022 and 2021. 21 Table of Contents TTEC HOLDINGS, INC. AND SUBSIDIARIES Notes to Consolidated Financial Statements (Unaudited) During 2021, the Company awarded PRSUs that are subject to service and performance vesting conditions. If defined minimum targets are met, the annual value of the PRSUs issued will be between $ 1.2 million and $ 4.9 million and vest immediately in 2024. If the defined minimum targets are not met, then no shares will be issued. The number of shares that will be awarded will be based on the Company’s annual revenue and adjusted operating income for the fiscal year 2023. Fiscal year’s 2023 revenue and adjusted operating income will determine the award amount. Expense for these awards will begin at the start of the requisite service period, beginning January 1, 2023. During 2022, the Company made awards of two different PRSU programs that are subject to service and performance vesting conditions: ordinary course annual PRSUs and one-time stretch financial goals PRSUs. For the ordinary course annual PRSUs, if defined minimum targets are met, the annual value of the PRSUs issued will be between $ 0.9 million and $ 3.5 million and vest immediately in March 2025. If the defined minimum targets are not met, then no shares will be issued. The number of shares that will be awarded will be based on the Company’s annual revenue and adjusted EBITDA for the fiscal year 2024. Fiscal year’s 2024 revenue and adjusted EBITDA will determine the award amount. The one-time stretch financial goals PRSUs, if defined minimum targets at TTEC Engage and TTEC Digital business segments’ levels, are met, the value of the PRSUs issued will be between 0.0 million shares and 0.5 million shares and will vest immediately in March 2026. If the defined minimum targets are not met, then no shares will be issued. The number of shares to be awarded will be based on the TTEC Engage and TTEC Digital business segments’ annual revenue and adjusted EBITDA for the fiscal year 2025. Expense for these awards will begin at the start of the requisite service period, beginning January 1, 2024 and January 1, 2025, respectively. ​ (14) RELATED PARTY TRANSACTIONS The Company entered into an agreement under which Avion, LLC (“Avion”) and Airmax LLC (“Airmax”) provide certain aviation flight services as requested by the Company. Such services include the use of an aircraft and flight crew. Kenneth D. Tuchman, Chairman and Chief Executive Officer of the Company, has an indirect 100% beneficial ownership interest in Avion and Airmax. During the three months ended March 31, 2022 and 2021, the Company expensed $ 0.1 million and $ 0.3 million, respectively, to Avion and Airmax for services provided to the Company. There was $ 88 thousand in payments due and outstanding to Avion and Airmax as of March 31, 2022. Ms. Regina M. Paolillo, Global Chief Operating Officer of the Company, was a member of the board of directors of Welltok, Inc., a consumer health SaaS company, and partner of the Company in the TTEC Welltok joint venture. During the three months ended March 31, 2022 and 2021, the Company recorded revenue of $ 0.4 million and $ 0.5 million, respectively, in connection with work performed through the joint venture. As of December 2021, Ms. Paolillo is no longer a member of the board of directors of Welltok, Inc. and the joint venture has been wound down, but TTEC continues to service revenue for Welltok, Inc. Ms. Regina M. Paolillo is a member of the board of directors of Unisys, a global information technology company. During the three months ended March 31, 2022 and 2021, the Company recorded revenue of $ 32 thousand and $ 0.2 million, respectively, in connection with services performed for Unisys. ​ ​ 22 Table of Contents CAUTIONARY NOTE REGARDING FORWARD LOOKING STATEMENTS ​ This Quarterly Report on Form 10-Q contains “forward-looking statements” within the meaning of Section 27A of the Securities Act of 1933, Section 21E of the Securities Exchange Act of 1934, and the Private Securities Litigation Reform Act of 1995, relating to our operations, expected financial position, results of operation, and other business matters that are based on our current expectations, assumptions, and projections with respect to the future, and are not a guarantee of performance. In this report, when we use words such as “may,” “believe,” “plan,” “will,” “anticipate,” “estimate,” “expect,” “intend,” “project,” “would,” “could,” “target,” or similar expressions, or when we discuss our strategy, plans, goals, initiatives, or objectives, we are making forward-looking statements. We caution you not to rely unduly on any forward-looking statements. Actual results may differ materially from those expressed in the forward-looking statements, and you should review and consider carefully the risks, uncertainties and other factors that affect our business and may cause such differences as outlined in Part II. Item 1A Risk Factors of this report and Item 1A. Risk Factors in our Annual Report on Form 10-K for the year ended December 31, 2021. Important factors that could cause our actual results to differ materially from those indicated in the forward looking statements include, among others, the risks related to our business operations and strategy, including the risks related to our strategy execution in a competitive market; our ability to innovate and introduce technologies that are sufficiently disruptive to allow us to maintain and grow our market share; risks inherent in the reliability of our information technology systems; risks related to our information technology infrastructure’s cybersecurity in general, and criminal activity such as ransomware, other malware and data exfiltration or destruction in particular, which can impact our ability to consistently deliver uninterrupted service to our clients; our dependence on third parties for our cloud solutions; risks inherent in our transition to a work from home environment; our ability to attract and retain qualified and skilled personnel at a price point that we can afford and our clients are willing to pay; our M&A activity, including our ability to identify, acquire and properly integrate acquired businesses in accordance with our strategy; the risk related to our international operations including risks associated with the Russian invasion of Ukraine in the first quarter of 2022 and impacts it may have on our clients’ European based business and the Company’s business; the risks related to legal and regulatory impact on our operations, including rapidly changing laws that regulate our and our clients’ business, such as data privacy and data protection laws, regulatory changes impacting our healthcare businesses, financial and public sector specific regulations, our ability to comply with these laws timely and cost effectively; and the cost of wage and hour litigation in the United States; the impact of the post COVID-19 pandemic economic recovery and regulatory realities on our business and our clients’ business; and risks inherent in our equity structure including our controlling shareholder risk, and Delaware choice of dispute resolution risks. Our forward-looking statements speak only as of the date that this report is filed with the United States Securities and Exchange Commission (“SEC”). We undertake no obligation to update them, except as may be required by applicable law. Although we believe that our forward-looking statements are reasonable, they depend on many factors outside of our control and we can provide no assurance that they will prove to be correct. ​ ​ ​ 23 Table of Contents