The world of business is transforming, and the epicenter of change might surprise you. Global Capability Centres (GCCs)—once the quiet engines of global businesses—are now roaring into the forefront, demanding attention. They're not just keeping the wheels turning; they're building the engines of innovation, fueling the drive of digital transformation, and architecting a new era of global competitiveness. This isn't evolution; it's a seismic shift.

For too long, GCCs were relegated to the back office, perceived as mere cost centers. That narrative may no longer apply. Today, they are vibrant hubs of talent, attracting the brightest minds and forging groundbreaking solutions. They're not just supporting global operations; they're leading them, spearheading cutting-edge research, driving product development, and shaping global strategy. The time to recognise their potential and power is now.

The question isn't if your business will be impacted by the rise of GCCs, but how you will harness the possibilities to thrive in this new era.

Boom of GCCs in India

India, once renowned as the BPO (Business Process Outsourcing) capital, has strategically evolved beyond its hub role for contact centers. Leveraging its skilled workforce and English proficiency, India recognised the shift towards knowledge-based work. As CX (customer experience) transformed with omnichannel solutions and AI,  the country embraced higher-value services, moving up the value chain and solidifying its position as a strategic partner for global businesses.

India's ascent as a global technology and services leader is deeply intertwined with the remarkable rise of its GCCs. With over 1,700 GCCs already established, generating a staggering $64.6 billion in export revenue and employing nearly 1.9 million people in FY24, the sector's impact is undeniable. 

The projected growth of the GCC sector is nothing short of transformative. Attracting at least 20% of the world's top 200 companies who have already set up their GCCs in the country, India's GCC landscape is projected to explode to a $105 billion industry by the year 2030, potentially housing nearly 2200 centres. This expansion translates into a massive surge in employment opportunities, with estimates predicting the creation of nearly 900,000 new jobs. These are not just entry-level positions; GCCs are increasingly demanding specialised skills in cutting-edge fields like AI, data analytics, cybersecurity, and cloud computing. 

India's projected economic growth, fueled by its expanding role as a GCC hub, is benefiting from a two-tiered geographical advantage. Major metropolitan areas like Bangalore, Hyderabad, Chennai, Pune, and the NCR offer established infrastructure and skilled talent pools attractive to multinational corporations (MNCs). Simultaneously, emerging second-tier cities like Jaipur, Chandigarh, and Coimbatore present cost-effective alternatives with untapped talent, further bolstering India's GCC appeal. This synergistic ecosystem supports the IMF's projection of India in becoming the world's third-largest economy by 2027.

Challenges in the face of unprecedented change 

In today's world marked by geopolitical uncertainty, economic volatility, supply chain disruptions, cybersecurity threats, regulatory complexities, and the constant need to innovate in keeping up with rapid technological advancements, the very definition of a robust GCC is being redefined. 

It's no longer enough to simply maintain operational efficiency or react to these pressures; GCCs must be anti-fragile, capable of staying resilient by not just withstanding disruptions but leveraging them as catalysts for growth and innovation to achieve their strategic objectives. This demands a fundamental shift in perspective, recognising digital integrators not merely as providers of solutions, but as strategic partners in navigating this complex business environment. Which brings our conversation to the next topic on building the resilience of GCCs…

Role of global digital integrators in making GCCs resilient

In this landscape, technology vendors and digital integrators become crucial partners. They offer services like threat detection and incident response, leveraging real-time intelligence to identify and neutralise emerging threats. Partnering with such integrators allows GCCs to implement preventative measures, optimise security operations, and ensure they have the right solutions in place to meet their specific business needs.

Partnering with such integrators also allows GCCs to adopt a proactive security posture, optimise security operations, meet specific business needs, build resilience, and focus on innovation and growth, solidifying India's position as a preferred GCC destination.

In essence, India's GCC ecosystem is not just thriving; it's redefining the very nature of global businesses. Fueled by talent, technology, and strategic partnerships with digital integrators, Indian GCCs are evolving into engines of innovation, driving growth, and shaping the future of industries worldwide. While challenges remain (such as infrastructure disparities particularly in emerging Tier-II cities that require ongoing investment to ensure seamless operations and connectivity), India's proactive approach positions the nation not just as a leader in the GCC space, but as a global powerhouse driving the future of work.