I've been on both sides of rude calls and I have a pretty good idea of what makes the company's answerer rude and that is rude customers. I put up with the rudeness but when abusive language was directed toward me, that was the end of the call. Then they REALLY got mad! I would then direct them to their US representative (government job you know) if they weren't happy.

I have a lot of sympathy for the soul answering my call and if it is someone in India or the like, I chat them up a bit. I know it isn't the greatest job in the world and never mind that it used to be some US citizen's job, that's not this guy's fault. If they are really trying I work with them as much as I can but if I cannot understand them, I apologize and ask for a supervisor. If they are rude from the beginning I ask them if they do not understand that they are directly representing the company they work for? If that doesn't calm them down I will get a supervisor and let them know that they are putting a bad face on the company. Once or twice I even followed up with letters.

On the other hand, if I get exceptionally good service I try to let the company know that they have a good employee in their ranks.