Company tries to cut costs by outsourcing to another company with lowly paid employees in another country, often India or Pakistan, where the outsourced labour (that all too frequently hasn't been properly trained in the company's procedures) often doesn't share the same first language leading to misunderstandings, made worse by the difference in office hours meaning the teams often can't communicate with eachother in real time (the timezone factor is a big one IMO).

It's an issue affecting a lot of tech companies right now, including where I work (HPE). But I guess it must work out as being cheaper despite the issues, otherwise it wouldn't be happening.