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People are rude to help desk personnel for many reasons:
1 Some people are rude to everyone.
2 People are more likely to be rude when they are irritated; they are likely irritated when they have a problem.
3 Any assistance is likely to be less effective when the caller and recipient share neither a native language or culture, and thus have difficulty communicating.
4 Help desks are notorious for having people on hold, transferring repeatedly, and not being able to help. People are already on a hair trigger, ready to see a problem.
5 People are more likely to vent on a faceless person in a large corporation than to someone working for a small local firm. The more faceless the better. It doesn't get much more faceless than outsourced helpdesk for a gigantic multinational.
--and so on, and so on.
Also consider this:
Help desk people here are near the bottom of the pecking order, and know it. Even the ones with high technical skills know that the profession as a whole gets dumped on. They expect it.
But in India, these people are very well paid professionals, respected in the community. I think this makes it harder to take crap from idiots. This may not be logical, but it is true. A given man may be manual labor or a company president, depending on circumstances in his life. (I’ve been both.) The man is the same in both cases, but for some reason is more likely to tolerate verbal abuse as a laborer than as president.
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