Worked tech support for an ISP. The tech side was well managed and smart. (Left when that changed.)
The customer service side fielded TV and account related calls. They were driven by average calls times. What a cluster. Guess who straight hung up on customers when the call went too long? Some people would call be 4-5 times.
Meanwhile, we could take all the time it took to resolve. A 1-hour call is way cheaper than rolling a truck. Yet some assholes would roll trucks for nothing, then bitch there were no trucks left.