My company is a call center outsourcer. We provide our clients access to the ACD for remote reporting, IVR access for queue monitoring, and unassisted call monitoring in real time. I can not speak to why your current vendors are not making these servcies accesssible to you, however you should absolutely expect this type of open communication in any long term relationship. If you would like to speak in more detail please contact me at your convenience.
Troy Mass
Radiantsoftsol Inc.
847-258-7020 xt. 17
tmass@radiantsoftsol.com
www.radiantsoftsol.com