Outsourcing transfer 'rumour' O2 brushed off? It's happening ... to THOUSANDS ? The Register

Telephone support is always a money pit for consumer-facing companies, particularly tech companies. Provide a fantastic service and customers will call in every time a web page loads slowly... The trick is to provide a service bad enough to ensure customers have tried to fix the problem themselves before the call, but good enough to keep them as customers.
Really?