Most call centres measure the productivity of their representatives in terms of average handle time, on-hold time, number of rings to answer, transfers and so on. So an effective service call is held up to these heuristic elements with one lonely check box to note whether or not the customer’s issue was resolved. And that resolution is solely in the eyes of the rep.
A business owner or IT manager or accounts payable clerk measures the effectiveness of the call in terms of problem resolution. Period. They will stay on the phone longer if the problem is actually getting fixed (listening to inane promises of call importance doesn’t count). It’s a bonus if the representative is friendly but mostly it’s about fixing stuff.
Imagine what would happen if Average Handle Time became Average Helping Time. Reps who spend the longest having a genuine, productive engaging conversation with a customer would go home with all the goodies, while the ones who know how to game the system are sent to work at boutique hotels, where helpfulness is never a performance metric.