If you're talking with an unreasonable rep who won't transfer you to a supervisor, hang up and try calling again, hoping for a more reasonable rep.
I dug up an executive office contact and ended up talking to someone who fixed my last bill in about 10 minutes. While doing so, he volunteered that nobody in the first-level call centers had the authority to actually do what I was asking, including the supervisors, but policy prevented them from saying that. I still remember the sense of surprise I got from how open he was about their horrible customer service being the official policy rather than an aberration.
With high turnover rate and minimal training, most service reps are reading from a script and attempting to appease you into hanging up the phone anyway.
So obviously you can save money by shortening call durations. This has a nice side effect of reducing the number of customers (over time), which also helps reduce support costs.
#metricsDrivenManagement
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.