[duskdozer]

I suspect the main culprit here is company policy/choice resulting in angry callers. Not to say there aren't other factors, but people generally don't call companies because they're having a good time. If Telus is anything like American TV/phone/internet companies, then I'm even more convinced of this.

edit: And if people are able to detect this and suspect they're not even talking to a human at all, it might even make verbal abuse more common.

[protocolture]

It would often happen to me mid escalation. The local SEA attendant escalating for the purposes of higher level technical support. Most calls like this the caller was relieved to be away from the level 1 support person.