My company used to staff in-house help desk, about 90% of which worked remotely full-time. They were outsourced, and a few months later, covid hit. Guess who didn't have a functioning help desk (due to the contractor using crowded call centers) during a time when we were scrambling to get as many people as possible working remotely? I know hindsight is 20/20, but that was a pretty big facepalm.