Exactly, and as the calls are recorded for 'training purposes' one should be careful not to be abusive or rude. Even though they make one angry. When one is told they can't hear what one says, it's ok to bawl as loud as you can. That'll be ok.

In contrast, one can shout the odds face to face at the BOC and get away with it. In the west, one would be in hot water for such behavior.

Different country, different culture!