[MargaretR]

The call centre workers are accustomed to abuse and mentally 'switch off' when they hear it.

I have adopted a response they least expect.

I calmly discuss with them the effects of the work they are doing and whether they get any job satisfaction from doing it, and whether alternative work would be more satisfying.

By diverting attention to their personal welfare, I hope to appeal to their consciences.

A discontented worker will reduce their effort to a minimum and so make their employer less successful.