many people take more than a few minutes to state all the relevant facts about their problem. It can take much more than 10 minutes to talk through the options.
Apart from that, if documents have to be looked at, are they faxed or emailed through to the lawyer? Or does the lawyer advice on extracts read out from the documents.
Are the calls recorded? - if wrong or incomplete advice given, would not the lawyer giving the advice be liable? E.g if the time limit for issuing proceedings is not mentioned the adviser could be held to be negligent.
Legal problems are not usually capable of being resolved by a type of Frasier Crane service - there are no easy one-line answers to many of these.