First Quarter 2023
Revenue was $633.3 Million, up 7.6 Percent and 8.6 Percent on a Constant Currency BasisOperating Income was $44.4 Million or 7.0 Percent of Revenue($60.7 Million or 9.6 Percent of Revenue Non-GAAP)Net Income was $20.9 Million or 3.3 Percent of Revenue($36.9 Million or 5.8 Percent of Revenue Non-GAAP)Adjusted EBITDA was $82.9 Million or 13.1 Percent of RevenueFully Diluted EPS was $0.44 ($0.78 Non-GAAP)
Reiterates Outlook for Full Year 2023
DENVER, May 3, 2023 /PRNewswire/ -- TTEC Holdings, Inc. (NASDAQ: TTEC), a leading global CX (customer experience) technology and services innovator for AI-enabled digital CX solutions, announced today financial results for the first quarter ended March 31, 2023.
"2023 is off to a strong start exceeding expectations. Our financial performance demonstrates our full range of AI-enabled digital CX technology, advanced analytics, consulting, managed services, and operational capabilities that continue to deliver strategic value to our clients, especially across our more resilient industries in healthcare, financial services, and public sector," commented Ken Tuchman, chairman and chief executive officer of TTEC.
Tuchman continued, "We made progress this quarter expanding our geographic footprint with new delivery and language diversity for our clients, advancing our AI-driven technology solutions, and strengthening our partnerships with the leading CX technology players. Our management is executing against our strategy, our clients are relying on us as trusted partners, and our talented frontline teams are delivering positive results for our clients and their customers across the globe."
FIRST QUARTER 2023 FINANCIAL HIGHLIGHTS
Revenue
Income from Operations
Adjusted EBITDA
Earnings Per Share
CASH FLOW AND BALANCE SHEET FUND INVESTMENTS AND DIVIDENDS
SEGMENT REPORTING & COMMENTARY
TTEC reports financial results for the following two business segments: TTEC Digital (Digital) and TTEC (Engage). Financial highlights for the two segments are provided below.
TTEC Digital – Design, build and operate tech-enabled, insight-driven CX solutions
TTEC Engage – Digitally-enabled customer care, acquisition, and fraud mitigation services
BUSINESS OUTLOOK
"We began the year on a positive note executing on our strategic priorities. Our strong year-over-year revenue growth reflects strong seasonal volumes, solid enterprise and public sector demand as clients invest in the long-term benefits from modernizing their CX technology ecosystems, and acquisition contribution," commented Francois Bourret, interim chief financial officer of TTEC. "We are pleased with our first quarter's performance and strong client demand, as evidenced by our growing pipeline. That said, given the growing macroeconomic uncertainties, we believe it is too early to change our full year outlook. We remain focused on execution and if current trends continue, we are confident we will deliver above the mid-point of our revenue and profit guidance range."
Bourret continued, "We remain keenly focused on executing our strategic priorities, which remain centered around growth initiatives, CX innovation, and leadership strength which we believe will be accretive to TTEC in 2023 and beyond."
TTEC Full Year 2023 Outlook | |||||||
Second Quarter 2023Guidance | Second Quarter 2023Mid-Point | Full Year 2023Guidance | Full Year 2023Mid-Point | ||||
Revenue | $587M — $603M | $595M | $2,460M — $2,540M | $2,500M | |||
Non-GAAP adjusted EBITDA | $62M — $70M | $66M | $290M — $310M | $300M | |||
Non-GAAP adjusted EBITDA margins | 10.5% — 11.6% | 11.0 % | 11.8% — 12.2% | 12.0 % | |||
Non-GAAP operating income | $45M — $53M | $49M | $221M — $241M | $231M | |||
Non-GAAP operating income margins | 7.6% — 8.7% | 8.2 % | 9.0% — 9.5% | 9.3 % | |||
Interest expense, net | ($18M) — ($20M) | ($19M) | ($74M) — ($76M) | ($75M) | |||
Effective tax rate | 24% — 26% | 25 % | 24% — 26% | 25 % | |||
Diluted share count | 47.3M — 47.5M | 47.4M | 47.3M — 47.5M | 47.4M | |||
Non-GAAP earnings per a share | $0.40 — $0.53 | $0.47 | $2.38 — $2.71 | $2.54 | |||
Engage Full Year 2023 outlook | |||||||
Second Quarter 2023Guidance | Second Quarter 2023Mid-Point | Full Year 2023Guidance | Full Year 2023Mid-Point | ||||
Revenue | $470M — $480M | $475M | $1,970M — $2,030M | $2,000M | |||
Non-GAAP adjusted EBITDA | $46M — $52M | $49M | $221M — $235M | $228M | |||
Non-GAAP adjusted EBITDA margins | 9.8% — 10.9% | 10.4 % | 11.2% — 11.6% | 11.4 % | |||
Non-GAAP operating income | $32M — $38M | $35M | $164M — $178M | $171M | |||
Non-GAAP operating income margins | 6.8% — 7.9% | 7.4 % | 8.3% — 8.8% | 8.6 % | |||
Digital Full Year 2023 outlook | |||||||
Second Quarter 2023Guidance | Second Quarter 2023Mid-Point | Full Year 2023Guidance | Full Year 2023Mid-Point | ||||
Revenue | $117M — $123M | $120M | $490M — $510M | $500M | |||
Non-GAAP adjusted EBITDA | $15M — $17M | $16M | $69M — $75M | $72M | |||
Non-GAAP adjusted EBITDA margins | 13.2% — 14.2% | 13.7 % | 14.1% — 14.7% | 14.4 % | |||
Non-GAAP operating income | $12M — $14M | $13M | $57M — $63M | $60M | |||
Non-GAAP operating income margins | 10.6% — 11.7% | 11.2 % | 11.7% — 12.4% | 12.1 % | |||
The Company has not quantitatively reconciled its guidance for Non-GAAP operating income, Non-GAAP operating income margins, Non-GAAP adjusted EBITDA, Non-GAAP adjusted EBITDA margins, or Non-GAAP earnings per share to their respective most comparable GAAP measures because certain of the reconciling items that impact these metrics, including asset impairment, restructuring and integration charges, cybersecurity incident-related costs, equity-based compensation expense, changes in acquisition contingent consideration, depreciation and amortization expense, and provision for income taxes are dependent on the timing of future events outside of the Company's control or cannot be reliably predicted. Accordingly, the Company is unable to provide reconciliations to GAAP operating income, operating income margins, net income margins, and diluted earnings per share without unreasonable effort. Please note that the unavailable reconciling items could significantly impact the Company's 2023 financial results as reported under GAAP.
NON-GAAP FINANCIAL MEASURES
This press release contains a discussion of certain Non-GAAP financial measures that the Company includes to allow investors and analysts to measure, analyze and compare its financial condition and results of operations in a meaningful and consistent manner. A reconciliation of these Non-GAAP financial measures can be found in the tables accompanying this press release.
ABOUT TTEC
TTEC Holdings, Inc. (NASDAQ: TTEC) is one of the largest, global CX (customer experience) technology and services innovators for end-to-end, digital CX solutions. The Company delivers leading CX technology and operational CX orchestration at scale through its proprietary cloud-based CXaaS (Customer Experience as a Service) platform. Serving iconic and disruptive brands, TTEC's outcome-based solutions span the entire enterprise, touch every virtual interaction channel, and improve each step of the customer journey. Leveraging next gen digital and cognitive technology, the Company's Digital business designs, builds, and operates omnichannel contact center technology, conversational messaging, CRM, automation (AI / ML and RPA), and analytics solutions. The Company's Engage business delivers digital customer engagement, customer acquisition and growth, content moderation, fraud prevention, and data annotation solutions. Founded in 1982, the Company's singular obsession with CX excellence has earned it leading client NPS scores across the globe. The Company's 65,000 employees operate on six continents and bring technology and humanity together to deliver happy customers and differentiated business results. To learn more visit us at https://www.ttec.com
FORWARD-LOOKING STATEMENTS
This earnings release 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 release 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 Item 1A. Risk Factors in our Annual Report on Form 10-K for the year ended December 31, 2022 and any subsequent filings with the U.S. Securities and Exchange Commission (the "SEC") which are available on TTEC's website www.ttec.com, and on the SEC's public website at www.sec.gov. 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, including the effective adoption of artificial intelligence into our solutions; risks that may arise in connection with events outside of our control, such as macroeconomic conditions, geopolitical tensions, and outbreaks of infectious diseases; risks inherent in a disruption of our information technology systems, our technology infrastructure's cybersecurity in general, and cyber-related criminal activity such as ransomware, other malware and data breach in particular, which can impact our ability to consistently deliver uninterrupted service to our clients and may result in government enforcement actions, regulatory investigations, fines, penalties, and private legal actions; risks inherent in the delivery of client services by employees working from home; 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; our reliance on a relatively small number of clients to generate the majority of our revenue and our reliance on technology partners to generate a large portion of TTEC Digital's revenue; the risks related to legal and regulatory impact on our operations, including rapidly changing and at times inconsistent 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; the cost of wage and hour litigation and other class action litigation in the United States; the risk related to our international operations including the stress that geographic expansion may have on our business and the impacts if we are unable to expand geographically to meet our clients' demand; 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 release is issued. 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.
Investor Relations Contact | Address | Communications Contact |
Paul Miller | 9197 South Peoria Street | Tim Blair |
+1.303.397.8641 | Englewood, CO 80112 | |
+1.303.397.9267 |
TTEC HOLDINGS, INC. AND SUBSIDIARIES | |||||
CONSOLIDATED STATEMENTS OF OPERATIONS | |||||
(In thousands, except per share data) | |||||
(unaudited) | |||||
Three months ended | |||||
March 31, | |||||
2023 | 2022 | ||||
Revenue | $ 633,286 | $ 588,726 | |||
Operating Expenses: | |||||
Cost of services | 482,678 | 447,215 | |||
Selling, general and administrative | 74,010 | 64,839 | |||
Depreciation and amortization | 25,827 | 26,630 | |||
Restructuring charges, net | 2,053 | 620 | |||
Impairment losses | 4,307 | 1,112 | |||
Total operating expenses | 588,875 | 540,416 | |||
Income From Operations | 44,411 | 48,310 | |||
Other income (expense), net | (15,572) | (2,306) | |||
Income Before Income Taxes | 28,839 | 46,004 | |||
Provision for income taxes | (7,922) | (8,034) | |||
Net Income | 20,917 | 37,970 | |||
Net income attributable to noncontrolling interest | (2,270) | (4,566) | |||
Net Income Attributable to TTEC Stockholders | $ 18,647 | $ 33,404 | |||
Net Income Per Share | |||||
Basic | $ 0.44 | $ 0.81 | |||
Diluted | $ 0.44 | $ 0.80 | |||
Net Income Per Share Attributable to TTEC Stockholders | |||||
Basic | $ 0.39 | $ 0.71 | |||
Diluted | $ 0.39 | $ 0.71 | |||
Income From Operations Margin | 7.0 % | 8.2 % | |||
Net Income Margin | 3.3 % | 6.4 % | |||
Net Income Attributable to TTEC Stockholders Margin | 2.9 % | 5.7 % | |||
Effective Tax Rate | 27.5 % | 17.5 % | |||
Weighted Average Shares Outstanding | |||||
Basic | 47,234 | 47,005 | |||
Diluted | 47,401 | 47,381 | |||
TTEC HOLDINGS, INC. AND SUBSIDIARIES | ||||
SEGMENT INFORMATION | ||||
(In thousands) | ||||
(unaudited) | ||||
Three months ended | ||||
March 31, | ||||
2023 | 2022 | |||
Revenue: | ||||
TTEC Digital | $ 116,927 | $ 111,414 | ||
TTEC Engage | 516,359 | 477,312 | ||
Total | $ 633,286 | $ 588,726 | ||
Income From Operations: | ||||
TTEC Digital | $ 785 | $ 6,205 | ||
TTEC Engage | 43,626 | 42,105 | ||
Total | $ 44,411 | $ 48,310 | ||
TTEC HOLDINGS, INC. AND SUBSIDIARIES | |||
CONSOLIDATED STATEMENTS OF CASH FLOWS | |||
(In thousands) | |||
(unaudited) | |||
Three Months Ended | Three Months Ended | ||
March 31, | March 31, | ||
2023 | 2022 | ||
Cash flows from operating activities: | |||
Net income | $ 20,917 | $ 37,970 | |
Adjustment to reconcile net income to net cash provided by operating activities : | |||
Depreciation and amortization | 25,827 | 26,630 | |
Amortization of contract acquisition costs | 716 | 350 | |
Amortization of debt issuance costs | 268 | 265 | |
Imputed interest expense and fair value adjustments to contingent consideration | 3,178 | - | |
Provision for credit losses | 2,263 | (185) | |
Loss on disposal of assets | 605 | 360 | |
Impairment losses | 4,307 | 1,112 | |
Loss on dissolution of subsidiary | 301 | - | |
Deferred income taxes | (4,994) | (4,679) | |
Excess tax benefit from equity-based awards | (1) | (507) | |
Equity-based compensation expense | 4,154 | 3,739 | |
Loss / (gain) on foreign currency derivatives | (493) | 50 | |
Changes in assets and liabilities, net of acquisitions: | |||
Accounts receivable | 11,089 | (41,128) | |
Prepaids and other assets | 13,325 | (8,321) | |
Accounts payable and accrued expenses | (22,352) | 17,518 | |
Deferred revenue and other liabilities | (10,052) | (19,488) | |
Net cash provided by operating activities | 49,058 | 13,686 | |
Cash flows from investing activities: | |||
Proceeds from sale of property, plant and equipment | 26 | 7 | |
Purchases of property, plant and equipment | (13,669) | (16,691) | |
Acquisitions | - | - | |
Net cash used in investing activities | (13,643) | (16,684) | |
Cash flows from financing activities: | |||
Net proceeds / (borrowings) from line of credit | (30,000) | 12,000 | |
Payments on other debt | (600) | (1,242) | |
Payments of contingent consideration and hold back payments to acquisitions | (9,162) | (9,600) | |
Dividends paid to shareholders | - | - | |
Payments to noncontrolling interest | (3,367) | (3,485) | |
Tax payments related to the issuance of restricted stock units | (510) | (1,521) | |
Payments of debt issuance costs | - | - | |
Net cash provided by financing activities | (43,639) | (3,848) | |
Effect of exchange rate changes on cash and cash equivalents and restricted cash | 878 | (1,629) | |
Increase in cash, cash equivalents and restricted cash | (7,346) | (8,475) | |
Cash, cash equivalents and restricted cash, beginning of period | 167,064 | 180,682 | |
Cash, cash equivalents and restricted cash, end of period | $ 159,718 | $ 172,207 | |
TTEC HOLDINGS, INC. AND SUBSIDIARIES | |||||||
RECONCILIATION OF NON-GAAP FINANCIAL INFORMATION | |||||||
(In thousands, except per share data) | |||||||
(unaudited) | |||||||
Three months ended | |||||||
March 31, | |||||||
2023 | 2022 | ||||||
Revenue | $ 633,286 | $ 588,726 | |||||
Reconciliation of Non-GAAP Income from Operations and EBITDA: | |||||||
Income from Operations | $ 44,411 | $ 48,310 | |||||
Restructuring charges, net | 2,053 | 620 | |||||
Impairment losses | 4,307 | 1,112 | |||||
Cybersecurity incident related impact, net of insurance recovery | (3,236) | 3,836 | |||||
Equity-based compensation expenses | 4,154 | 3,739 | |||||
Amortization of purchased intangibles | 9,003 | 9,536 | |||||
Non-GAAP Income from Operations | $ 60,692 | $ 67,153 | |||||
Non-GAAP Income from Operations Margin | 9.6 % | 11.4 % | |||||
Depreciation and amortization | 16,824 | 17,094 | |||||
Changes in acquisition contingent consideration | 3,178 | - | |||||
Change in escrow balance related to acquisition | 625 | - | |||||
Loss on dissolution of subsidiary | 301 | - | |||||
Foreign exchange loss / (gain), net | 634 | (1,043) | |||||
Other Income (expense), net | 655 | 1,260 | |||||
Adjusted EBITDA | $ 82,909 | $ 84,464 | |||||
Adjusted EBITDA Margin | 13.1 % | 14.3 % | |||||
Reconciliation of Non-GAAP EPS: | |||||||
Net Income | $ 20,917 | $ 37,970 | |||||
Add: Asset impairment and restructuring charges | 6,360 | 1,732 | |||||
Add: Equity-based compensation expenses | 4,154 | 3,739 | |||||
Add: Amortization of purchased intangibles | 9,003 | 9,536 | |||||
Add: Cybersecurity incident related impact, net of insurance recovery | (3,236) | 3,836 | |||||
Add: Changes in acquisition contingent consideration | 3,178 | - | |||||
Add: Changes in escrow balance related to acquisition | 625 | - | |||||
Add: Loss on dissolution of subsidiary | 301 | - | |||||
Add: Foreign exchange loss / (gain), net | 634 | (1,043) | |||||
Less: Changes in valuation allowance, return to provision adjustmentsand other, and tax effects of items separately disclosed above | (5,035) | (5,394) | |||||
Non-GAAP Net Income | $ 36,901 | $ 50,376 | |||||
Diluted shares outstanding | 47,401 | 47,381 | |||||
Non-GAAP EPS | $0.78 | $1.06 | |||||
Reconciliation of Free Cash Flow: | |||||||
Cash Flow From Operating Activities: | |||||||
Net income | $ 20,917 | $ 37,970 | |||||
Adjustments to reconcile net income to net cash provided by operating activities: | |||||||
Depreciation and amortization | 25,827 | 26,630 | |||||
Other | 2,314 | (50,914) | |||||
Net cash provided by operating activities | 49,058 | 13,686 | |||||
Less - Total Cash Capital Expenditures | 13,669 | 16,691 | |||||
Free Cash Flow | $ 35,389 | $ (3,005) | |||||
Reconciliation of Non-GAAP Income from Operations and Adjusted EBITDA by Segment : | |||||||
TTEC Engage | TTEC Digital | ||||||
Q1 23 | Q1 22 | Q1 23 | Q1 22 | ||||
Income from Operations | $ 43,626 | $ 42,105 | $ 785 | $ 6,205 | |||
Restructuring charges, net | 992 | 620 | 1,061 | - | |||
Impairment losses | 1,453 | 1,112 | 2,854 | - | |||
Cybersecurity incident related impact, net of insurance recovery | (3,236) | 3,836 | - | - | |||
Equity-based compensation expenses | 2,676 | 2,429 | 1,478 | 1,310 | |||
Amortization of purchased intangibles | 4,650 | 3,215 | 4,353 | 6,321 | |||
Non-GAAP Income from Operations | $ 50,161 | $ 53,317 | $ 10,531 | $ 13,836 | |||
Depreciation and amortization | 14,316 | 14,003 | 2,508 | 3,091 | |||
Changes in acquisition contingent consideration | 3,178 | - | - | - | |||
Change in escrow balance related to acquisition | 625 | - | - | - | |||
Loss on dissolution of subsidiary | 301 | - | - | - | |||
Foreign exchange loss / (gain), net | 701 | (977) | (67) | (66) | |||
Other Income (expense), net | 512 | 1,318 | 143 | (58) | |||
Adjusted EBITDA | $ 69,794 | $ 67,661 | $ 13,115 | $ 16,803 | |||
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SOURCE TTEC Holdings, Inc.