You're a new internet startup and have no idea how to provide customer service support for your growing user base. You know you need to provide some level of support in addition to online FAQs but you have no idea where do start or what to do.

Start with understanding the different types of "outsourcing" options available:

Onshore Outsourcing: Outsourcing operations of the company to another company located in the home country or region. Companies can reduce labor costs somewhat and benefit from highly skilled labor with little or no language or cultural barrier, but the cost of such operations is high compared to offshore or near shore locations.
Offshore Outsourcing: Outsourcing the operations of the company to other companies that are located in a foreign country, and most likely have a different language and culture. Offshore outsourcing offers benefits like higher cost savings and access to highly skilled labor.
Near Shore Outsourcing: Outsourcing the operations of the company to an adjacent or nearby country having similar culture and language skills. Near shore outsourcing offers some cost savings over onshore and has the added benefit of proximity for more frequent site visits, while retaining a highly skilled labor pool.

Weather or not you decide to outsource onshore or offshore, I suggest you evaluate your BPO partner against the following:

Do they have an Internationally recognized certification - such as COPC?
How many years have they been in business?
What is the background and experience of the management team?
What is the Account Manager's background and experience?
What reporting tool do they use? Do you have access to real time stats?
How does the call center / office environment look and feel?
What are agent attrition rates?
What is the agent training program?
Are there any customer testimonials?
What is the pricing structure - contract flexibility?

There's one outsource provider, for example, that's been around for a few short years and positions itself as a new "startup" serving "startups". How ridiculous. The company is basically "learning" on the job with very little operations experience. Don't believe the hype. My advice: stick with an established player that has well defined processes, procedures, culture, management team, and recognized certification.