I use to work at a company that outsourced tech support. It is hit and miss in my opinion. Some guys are good and some are not. Folks change etc. Personnally, I don't like folks handling what is most precious to me, customer relations, in this manner. I like to interact with them and communicate with them. It builds stronger business relationships. Also, I noticed that Dell brought their outsourced tech support for biz clients back to US. they found that there was something missing that really upset their bigger clients. Something to think about.

HTH :)