[bisby]

could be a variety of factors. might be a small department, which means if you call back, thats another extended call for them, which is bad for the metric. better to get it solved the first time.

Or it could be simply a place that doesn't use the call length metric, I imagine every call center has its own set of rules. I can only speak for the ones that my friends work[ed] for. Overseas call centers may have less focus on call length since the cost of the call to the company is less.