Outsourced support is cool. However, its not like having your own support. The 3rd party ppl dont always know then your customers get angry etc... so just have to pick one carefully....

Outsourcing has always been something that as a user stated above, should be used as a very last backup. Not only does most of the outsourcing create customer service related problems, it also puts the business at stake in the hands of people who have no true knowledge of your business, and the special touches that keep it seperated from the rest.