I'm fairly certain this has been the plan since 2014 when I returned to a very changed NOA. Redmond had gone from THE contact center to more of an escalated/testbed support center. Then they began spinning more and more stuff to outsourcers. This year, the contact center in Redmond finally evaporated away.

https://www.ign.com/articles/nintendo-customer-support-concern-following-outsourcing-decision-ahead-of-switch-2s-first-holiday-season