Office Depot is the perfect example of why outsourcing customer support is a lousy idea.
We went from amazing support teams that were knowledgeable and efficient to outsourced ones which downgraded both our internal and external customer support drastically. To say that customers did not like the change would be an understatement.
We lost customers in droves, which in turn caused more layoffs, which degraded our service even more. Rinse and repeat.
We need to bring back good customer support if we want to see our business pick up again. Cheaper workers have cost us enough already.