I recently had to phone a government department twice. Both times I had to hang on, once for 10 minutes and once for 15, but the recorded voice told me how long it would be, correctly, at the start of both calls. Then I was bombarded by the recording telling me that unless my call was urgent I shouldn't hold on as they were short-staffed and very busy, and so on and on, which was a bit annoying.
Both times, when I finally got through, I got pleasant, polite women who were very helpful, and of course I was polite too. We had short conversations and parted on good terms, and I hope they felt as pleased with the encounters as I was.
I don't understand why some people are rude to call centre workers, even if they are complaining about something, as it probably isn't the call centre worker's fault, and anyway, you are much more likely to get help if you are polite.
Phone scammers. on the other hand - open season on them!