I know from my company and my wife, that this is very common. In fact my wife is heading over to India this fall to do research on the topic for her company. Not just tech support calls, but many of the major financial institutions and credit card companies are taking advantage of this labor pool. I've been told they get a daily cheat sheet for the part of the country they are taking calls for that tell them current climate, sporting scores, or any of the other items the caller may bring up in small talk. Programming is also another big market for India, with very fast response time and accuracy.