Oh dear, Dave. On the one hand, like Vikki, I am tempted to ask for a crash course in gutter Hindi. But on the other hand, I know that these call-centre people in the Indian sub-continent are mostly degree graduates, and excellent English speakers, who are recruited to this ghastly job because work is comparatively scarce, despite reports of the burgeoning Indian economy.
So the poor b****** have little autonomy, even though they might desperately wish for some. I did once have a wonderful conversation with a terrific young lady over a bike I wanted to buy.
"Can you speak up?" she asked, "the Monsoon is rattling on the tin roof and I can hardly hear you."
She was very good indeed on bike specifications, and was extremely cheerful in general. I always think of her when I get the Mohans of this world, and hope she has moved on to better things.