My one issue with outsourcing is quality control.
In our situation, we have other business lines other than our main web hosting brand that require supporting. So we've been able to pool resources over multiple business channels and projects. We also divide it across people located in Canada and Bangladesh. But the staff in Bangladesh are direct employees.
I always find that an actual employee cares more for your business and they can build relationships with your clients.
For small businesses or start-up's, I think it can make real sense to outsource initially. But most people can tell when they're dealing with an outsourced member of staff these days and it doesn't always leave a positive taste.