I know they are terrible but there are certain tasks which don't need much expertise. I bet it would mostly be support work. The reasons companies outsource is

I know they are terrible but there are certain tasks which don't need much expertise. I bet it would mostly be support work. The reasons companies outsource is because it reduces management overhead and let them focus on their main task. Moreover, outsourcing means they get SLA's on support tasks which could have been pending long while done internally. Sometimes outsourcing a department does makes sense. Now whether you replace it with human workers or automation and whether you go offshore is upto your choice. I'm sure they must have considered different bids before picking this one.