Wednesday 27 / November / 2024
New Delhi: Global Capability Centres (GCCs), also known as Global In-House Centres (GICs), have emerged as a critical pillar of India’s burgeoning tech industry.
These centres, set up by multinational corporations (MNCs) to deliver services, innovation, and solutions for global operations, have transformed from cost-saving back-offices to centres of strategic value creation.
Today, India hosts over 1,500 GCCs, employing more than 1.5 million people and contributing significantly to the nation’s position as a global technology hub.
The evolution of GCCs in India is not just a story of scale but also one of specialisation, innovation, and resilience.
This article delves into their rise, the factors driving their growth, and their unique contributions to the global tech landscape.
The origins of GCCs in India trace back to the 1990s, coinciding with the liberalisation of the Indian economy and the IT outsourcing boom.
The combination of a skilled English-speaking workforce, cost advantages, and rapidly improving infrastructure made India an attractive destination for MNCs.
Companies initially set up GCCs in India to handle back-office operations, such as finance, HR, and IT support, leveraging India’s labour cost arbitrage.
Over the years, these centres began to mature, evolving beyond transactional tasks to take on more complex, value-driven roles.
By the 2000s, GCCs were handling core functions like R&D, data analytics, cybersecurity, and digital transformation.
The shift from cost arbitrage to value creation marked a turning point, cementing India’s reputation as a global hub for innovation.
The rise of GCCs in India can be attributed to several key factors:
A talent powerhouse: India boasts one of the world’s largest pools of highly skilled professionals, with over 4 million individuals employed in the IT and BPM (Business Process Management) sectors.
The country’s emphasis on STEM education produces approximately 1.5 million engineering graduates annually, providing a steady stream of talent for GCCs.
Additionally, India’s workforce is not just large but also diverse, enabling GCCs to support global operations seamlessly.
Cost efficiency: While the focus has shifted to value creation, cost efficiency remains an undeniable advantage.
Operating a GCC in India is significantly cheaper than in Western countries, making it a preferred destination for MNCs.
This combination of cost-effectiveness and high-quality output has been a critical driver of growth.
Innovation ecosystem: India’s robust startup ecosystem and government initiatives like 'Startup India' and 'Digital India' have fostered a culture of innovation.
GCCs are increasingly collaborating with startups to co-develop solutions, creating a vibrant ecosystem of shared growth.
Bengaluru, Hyderabad, and Pune, in particular, have emerged as hotspots for such collaborations.
Infrastructure and technological advancements: India’s rapidly modernising infrastructure, including world-class IT parks, high-speed internet, and growing adoption of 5G, supports the seamless operation of GCCs.
Additionally, advancements in AI, cloud computing, and blockchain technology have enabled GCCs to focus on cutting-edge projects.
Regulatory and policy support: The Indian government’s proactive policies have played a vital role in facilitating GCC growth.
Tax incentives, ease of doing business, and data privacy laws have made India an attractive destination for global players.
The Special Economic Zones (SEZs) and Information Technology Investment Regions (ITIRs) provide additional benefits, such as tax exemptions and enhanced infrastructure.
India’s GCCs have transitioned from being support centers to becoming strategic partners in the global tech ecosystem.
Some of the ways they are shaping the global tech landscape are:
Driving innovation: India’s GCCs are at the forefront of digital transformation for MNCs.
These centres are working on advanced technologies like AI, IoT, big data analytics, and machine learning, driving innovation in diverse industries such as healthcare, finance, automotive, and retail.
For instance, GE’s India Technology Centre in Bengaluru is a global hub for R&D, contributing to innovations in aviation, healthcare, and renewable energy.
Building resilience: The Covid-19 pandemic underscored the importance of resilience in business operations.
India’s GCCs demonstrated remarkable adaptability by transitioning to remote work models almost overnight.
This resilience has strengthened their reputation as reliable partners, encouraging MNCs to expand their operations in India.
Enhancing customer experience: With customer experience emerging as a key differentiator for businesses, GCCs in India are leveraging data analytics and AI to deliver personalised solutions.
These centres are involved in developing chatbots, recommendation engines, and sentiment analysis tools that enhance user engagement and satisfaction.
Developing global leadership: GCCs in India are nurturing a new generation of leaders with a global outlook.
By exposing Indian professionals to cross-cultural environments and strategic decision-making, these centres are creating a talent pool capable of leading global organisations.
Supporting sustainability goals: Many GCCs are aligning their operations with the environmental, social, and governance (ESG) goals of their parent organisations.
From green data centres to sustainable supply chain management, India’s GCCs are playing a pivotal role in driving corporate sustainability initiatives.
However, the future of GCCs in India looks promising, driven by trends such as hyper-digitalisation, increasing automation, and the growing importance of cybersecurity.
India’s Global Capability Centres have come a long way from their origins as cost-effective back-office hubs.
Today, they are strategic assets, driving innovation, enhancing customer experiences, and supporting global operations for MNCs.
Their rise reflects not only India’s strengths in technology and talent but also its ability to adapt to changing global dynamics.
As GCCs continue to evolve, they are set to play an even more significant role in shaping the global tech landscape.
With a focus on innovation, sustainability, and inclusivity, India’s GCCs are not just contributing to the success of MNCs but also positioning India as a global technology powerhouse.
The journey of GCCs is a testament to the potential of collaborative growth and the limitless possibilities of technology.
