Indeed, but sometimes those reasons are legitimately stupid.
Case in point, any call center that wants to optimize handle time. The reason they pick it is because it’s a very easy and straightforward metric to improve.
You just hang up on people. You can make the number go down super easily. Tell them to call back, so they spend two or even three times as long cycling through a new agent each time. Then it’s 3 short 5 to 10 minute calls + time on hold which looks better than one 20 minute call.
I don’t know where you live, but that’s just not true in large swaths of America. The other options add multiple hours round trip anywhere and in many parts of the US it’s not an option.
My work is currently a 20 minute drive down a freeway going 60 mph. There is no bus to take that route. There isn’t even a connection, or a transfer, the only other option would be a cab.