Aussie call centre for Indian Harley customers

HARLEY-DAVIDSON Asia Pacific has inverted the usual call centre outsourcing model by appointing Adelaide based automotive training and consulting firm Op2ma to conduct telephone surveys of customers in India who purchased Harley’s new Street model.

Surprisingly this is not the first time it has happened, as Op2ma says its Adelaide call centre has previously conducted phone surveys for automotive clients in Brunei, China, Guam, Malaysia, Philippines, Singapore, South Korea and Thailand.

Op2ma’s head of customer experience Jol Hurst said the company’s telemarketing agents speak both English and the mother tongue of the customers being surveyed, one of the “unique value propositions” Op2ma offers its automotive clients.

Harley-Davidson’s Australian and New Zealand operations, plus those of Honda, Mitsubishi and Suzuki are also among Op2ma’s client list.

“Our extensive experience working with the automotive industry gave us a competitive advantage when automotive clients wanted more than just run-of-the-mill telemarketing services,” said Op2ma managing director Marc Brien.

“We were able to value-add to the process by working with the client to develop industry-specific survey tools and processes that most generic service providers can’t.”