It is true that almost everyone outsources. Intuit also does. I have had
very good support people from India with impeccable English and good skills
and I have also had horrid ones who could not understand or speak English
and did not know what they were doing.

I was told by one TS guy from India... one for Intuit that they are really
trained and it is a lengthly process etc. etc. He was excellent. So I
think each company decides how much to invest in this outsourced TS. Even
if they don't outsource... if they don't train then it is garbage... It is
the company's ethics rather than merely outsourcing per se.