Call Riding is a term that means instead of simply transferring a call in a contact centre – to a supervisor, or another advisor, for example – the advisor (or agent) conferences in the other employee and stays on the call listening to both the other employee and the customer.
Call riding can be done for valid reasons, such as for training purposes to learn how someone else handles this type of call, but it can also be used as a way of avoiding having to do any work.
The ACD stats would show the agent as on a call communicating with the customer, whereas they could be just waiting for their lunch break or checking something on their mobile phone. It is hard to spot this type of trick.
How to Spot It
Listening to call recordings of calls with long handling times is the best way to spot this.