What the article did not say was what proportion of UK based support calls get the same abuse from callers. I suspect that the abuse level has much more to do with the perceived efficiency of the answering service than the fact that it may be in India or Enfield.
The Police service in the SouthWest of UK recently centralised all the emergency calls to a service based in South Wales. I was awoken at 3 am in North Devon by the sound of some pilgrim firing a high power rifle in the woods 75 feet from my bedroom. Whe I called the Police I was put through to a charming Welsh lady (the accent is not unlike Paki!
) who asked me for a six figure map reference for my location. I did not cuss her up, but I bet plenty of others do.