Are you talking about outsourcing? In general, it's okay for a few things. If you can gather a script that is exactly as your customers will ask the questions,

Are you talking about outsourcing? In general, it's okay for a few things. If you can gather a script that is exactly as your customers will ask the questions, that's good. What isn't good is when they get a question that they cannot act on. Your customers will hate this, and you'll also be causing your support agents (even if they're outsourced, they are people too) a lot of stress.