In the phone meeting with her, she asked why I didn't disposition the call as a "voicemail checkin". This is also used to indicate that you sent an email, because they may not have voicemail. This is generally reserved for the 3rd attempt, when we are able to leave a voicemail, or send an email.
Either way, it's still a contact, the same as if I disposition a "checkin". I'm hoping she will ask me this question again because, it is a contact just the same, AND, the system will not allow me to use this disposition, unless I have attempted them twice already.
If she does ask, I will come back with something like, "oh, so if I had used that disposition, everything would have been fine?". If she says "yes", I can follow up with the about. If she says "no", the question has no relevance.
If she really wants to defend her position, she'll try to send me down a bunch of rabbit holes. I will avoid letting her do that to me.
If I can keep it positive and make these points, I'm almost positive that she will recant. That is one quality that I feel she does have.
I still have several options after, like the email, or letter (gotta watch those emails
) to the managers in Framingham, and of course Labour Relations and maybe Human Rights. Naturally, I hope it will not get to that.