Outsourcing is cheap and reliable. Usually used from India.
It is always best to run support in house where you have full control rather than outsource to a company a few thousand miles away.
Outsourcing itself isn't bad for your business
Outsourcing to some crappy company in India so that you can claim 24x7 support, and save a ton of $$$ is bad for business.
If you do your research, you can find plenty of outsourcing companies who have experience in the industry, companies that have been around for years and have an exceptional reputation for what they do.