Outsourcing helps big companies spare a lot of money. And I understand that, it's logical to do everything you can to cut down costs. I understand it when it comes to software development, graphic design, SEO and other areas where the people you're outsourcing to don't interact directly with your customers. But I blame a decision like outsourcing customer support. Why? Well I'll give an example instead of an explanation.
I've contacted recently 1and1 asking this:
I have a newsletter script installed (not from 1and1) that I use it to send ezines to my customers. If the email bounces I've seen that it goes to cgi-mailer-bounces-...@srs.perfora.net. Is there a way to change this bounce-back email address to one that I can have control over? Thank you.
And the answer I got:
Dear ..., (Customer ID: ...)
Thank you for contacting us.
Unfortunately, if the other person hit on reply and if the email got bounce back then the person who hit reply will receive the bounce back email and there's no way that you can change the bounce back email and you cannot control the bounce back email because it's server side bounce back from perfora.net. If you have any further questions please do not hesitate to contact us.
Now I know that I'm far away from having good English skills, but this answer is even worse than what I could write. I mean this must be like some world record or something, as he's using the words "bounce back" five times in one sentence.
And a screenshot (if you want to print and frame it like I'll do):
So, is customer support outsourcing really a good idea? No, no and no.