I know of several companies that are...
doing that very thing. One of my vendors is a huge online company, and they lost a LOT of customer base by outsourcing. Not only that, but their customers were getting ripped off because their web-based store security was abysmal. They've changed not only their payment system, but gone back to US based support personnel. This change was very refreshing to me - their sales force gets it, and I can finally do business with them again.
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