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I swear this happened to me with Grubhub. I had a problem with my order and used their chat. After I wrote my problem the agent replied with a standard answer and then immediately:

"Is there anything else I can help you with?"

And then immediately after that:

"No, ok I will close this chat."

> I heard about a call center that rewarded customer service agents for short calls

Almost all call centres reward agents for short calls.

Smart companies optimize something more like "percent of calls resolved on first contact" (or "1 - percent of calls requiring the customer to call back").

There's a target time. Something like 6 minutes. You can't just hang on customers

I can verify this does happen in some call centers.