I was a tam at a company really large software company (you've used their products - even if you only use OSX or Linux) - they offshored all the support work, and then justified it by forging the customer satisfaction surveys. They'd only send survey's to customers on calls they'd knock out of the park. So the front lines/tier 1 would get something like 4000+ phone calls a day, and we were getting like a hundred surveys a month.
Anyhow the guy who's brilliant idea this was - still works there and gets accolades and bonuses for everything he's done, but the fallout is - hundreds of people lost their jobs in the US, and - I've never met anyone who's actually called them and gotten something solved, I heard they lost every contract I used to manage (because why pay for support if nothing is getting solved).
One of the problems while we were working on the transition was in India - we not only had to train them on how to use some of this complex software, but we had to train them how to type (this was when Windows XP was still king, and Vista had just been released), and how to use computers in general - really basic stuff like this is files/folders/icons etc.
Management wanted support trees for everything, but it was really clear they had never answered a single call on any of these apps or tools - or even listened to the typical call - you had to be haflway decent at troubleshooting a computer to fix these issues in some cases.
Mind you this is basically call center work - so outsourcing developers is probably easier.