Outsourcing was all the rage in the 90s and even early 00s. But companies picked all the low hanging fruit with that and even brought functions back to the US after outsourcing proved to not work well over the last 10-15 years. Its not like somebody can suddenly snap their fingers and make outsourcing work well for areas where it proved to be a failure before just because white collar workers aren't coming into an office to do their work.
I’ve been retired from IT for some years now. Not sure how it works now, but OEM tech support was fairly decent for business class computers back then. If the computer was a home machine, more often than not I was sent to tech support hell.
My elderly parents started having major Comcast problems a few months ago. The signal would dropout sporadically. The problem is the cable and splitters exposed to the weather degrade every 10 to 15 years or so. Also, squirrels like chewing on exposed cable. When I made it into town for a visit, I saw what was going on. So I call tech support and they say they can’t do anything because the equipment is online. I had to read them the riot act and threaten to cancel cable. Sure enough when the tech came out, he had to replace the outdoor components. Offshored tech support can’t think on their feet. If the problem isn’t on their flow chart, it causes an endless loop.