Dell has been one of the first to shift their customer support to India... All the customer support phone calls are now rerouted to India. However, Dell, which was known for its excellent customer support no longer has the number one position following that, however they knew this would happen if they shift CS to India, but financially it was viable for them.
^ Customer service is one aspect of this drive. Call centers are commodity businesses. Paying some high school drop out in Iowa $25000 a year vs a college graduate in India for $5000 makes a lot more business sense. However, cost alone is not the only driver. There is a directly quality improvement over time, otherwise processes wouldn;t have shifted. Take he call center environment, end to end customer service is rarely offshored. Night shifts, product knowledge etc are also drivers that determine the subprocesses go offshore. Most large Indian BPO companies assign six-sigma quality experts to each process to gain efficiencies over time.