c) How will the service delivery happen?
The GCCs developed as an industry in India, and are served by large ecosystems within and outside India. The growing intent to drive innovations in GCCs has created a strong organic support system that has developed gradually. This benefits the parent organisations, industry partners, and the Indian economy as a whole. There are companies that render support services primarily to the GCCs for example, SaaS products, cyber and data security companies, logistics and office commute companies, manpower and software outsourcing units, business enabling services – finance, HR, IT, admin, payroll, taxation, secretarial services etc. With such a conducive environment, GCCs are operating smoothly, delivering successfully the needs of the parent organization.
d) Where will the service delivery happen from?
While Bengaluru, Chennai, Pune, Mumbai and NCR remains the popular sites for GCC establishments, Tier II and Tier III cities in India are also jumping on the GCCs bandwagon. With the rising real estate cost, choking roads, deepening air quality index, and higher cost of living, companies are opening the nodal offices in Tier II and Tier III cities and towns. After the pandemic, the trend is more prominent, wherein the GCCs are opening offices in many cities and multiple offices in same cities to provide flexibility to the employees to work closer to their place of residence. Some GCCs have gone the extra mile in providing access to nearby co-working location to work remotely, without coming to the base office. With the hybrid work option, female employees are glued more to the GCC organizations. Some of the cities attracting the GCCs are Indore, Bhopal, Jaipur, Kanpur, Nashik, Coimbatore and the likes, covering the length and breadth of India.
e) Where will the services be delivered?
Largely, the Fortune 500 companies are already reaping the benefits of GCCs. The key benefits have been realized in the area of quality delivery, large talent pool, cost arbitrage, and scale efficiency. Noting the significant benefits emanating out of the GCCs, companies beyond Fortune 500 and medium sized corporates are also looking forward to taste the success through establishing a new GCC or expanding the scope of their existing GCCs. With a larger global demand, scant resources availability and fierce competition, shifting focus towards GCCs is more of a strategic compulsion than a matter of choice. Though 80%+ GCCs HQs are in Europe and America, there is a sizable chunk contributed by other geographies – NZ, Australia, South Korea and countries in SE Asia.