What Is Call Riding? Related Articles 20 Sneaky Tricks That Call Centre Employees Play How to Train Active Listening in the Call Centre - With Four Exercises Complete Guide on Call Avoidance in Call Centres 10 Top Tips to Reduce Call Centre After Call Work (ACW) Time © Михаил Решетников - Adobe Stock - 392321679 1,747 Filed under - Definitions Call Riding 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. Author: Jonty Pearce Published On: 28th Jul 2022 - Last modified: 29th Jul 2022 Read more about - Definitions Recommended Articles 20 Sneaky Tricks That Call Centre Employees Play How to Train Active Listening in the Call Centre - With Four Exercises Complete Guide on Call Avoidance in Call Centres 10 Top Tips to Reduce Call Centre After Call Work (ACW) Time Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter