content: It's all about gaming metrics.  Upper management scores middle management based on metrics.  Middle management points to outsourced labor and says, "We're saving X per year on labor by outsourcing!"  Except customer satisfaction, IP security, and the subsequent tech support scams we've trained these people to perform are not counted in their metrics.  They get a promotion and shit hits the fan, but they're out of that position so it's not their problem.