There was a recent flurry of activity and discussion on the CW site about Outsourcing. (Actually, since we're now in October and this was August, maybe it's not that recent...).

I've been fortunate enough never to have to experience outsourcing at the 'business' end. My clients are small companies who either do stuff in house, or use a third party (like me) rather than doing the sort of large scale outsourcing normally experienced in larger companies. Mergers, yes, but not outsourcing. I do of course come across all the time. Phoning up a bank or utility here in the UK and you are almost guaranteed to come across outsourced customer services.