Word: callers
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...case. One came just a few days after the Jan. 16 murder, when an edgy informant with a slight foreign accent got on the phone with a junior reporter in the Enquirer's Los Angeles office. "You guys are the ones who did the O.J. Simpson case," the caller said as he divulged information about a man who had admitted shooting an African American with a .38-cal. gun in the same area where Cosby was killed. "The tipster was afraid," says Enquirer editor Steve Coz, but "he was interested in the money...
...sell a piece of property in the Ozark mountains of Missouri. "In the middle of nowhere," it read, "at the end of a rough road, at the bottom of a hollow...there may be a cave." When Maloney got a phone inquiry soon after, he asked if the caller's name was spelled "M-C-V-E-Y." "That's close enough," came the answer. In the fall of the same year, three men drove up to Maloney's office in Cassville, Missouri. One, a man named Tim, mostly stayed in the car, but he came up to the office...
...After the TIME article appeared, I became a target," he says. "People hated me. I'd walk into the cafeteria at Millstone and sit down at a table, and everyone else would get up and leave. I felt marked, shunned, fearful." He got anonymous phone calls and installed a caller-ID system, which traced them back to Millstone. At night in his car he was sure people were following him. Yet occasionally, when no one else was around, other engineers would approach him, tell him he was right, pull out a copy of his TIME cover...
Customer satisfaction, as measured by reaching the right person, shot up from 73% to 97%. The rate of misdirected calls has fallen to just 1%. And each caller who is misdirected now receives an apology--yes, a personal one--from the person who did the misdirecting...
However, the overlay plan is complicated by recent action by the Federal Communications Commission. Under its ruling, an area that adopts an overlay plan must also implement 10-digit dialing for all telephone calls. A caller in the 617 area, for instance, would not have to press 1 before dialing the new 781 area code...