Global in-house centres (GICs) have been an integral part of India’s IT-BPM growth story. A saga that began in the early 70s/80s continues to expand today, exploring new growth areas and realising significant RoI for parent organisations.
Set up initially with a pure focus on cost reduction and on outsourcing standard, repetitive support functions, GICs in India have today matured into key strategic partners for their parent firms. Cost is no longer the primary driver; boardroom discussions now focus on how the parent can leverage its GIC for transforming business globally.
Over 30 per cent of GICs are multi-function centres, bringing in new capabilities to their global portfolio, beyond cost and scale. GICs have also taken on the role of enabling digitisation for the entire enterprise through smart automation, building technology platforms and advanced tools for operational excellence. This adoption of technologies and the changing role of the GIC is leading to a shift in various business models – ‘cost plus’ to ‘transaction based’, hybrid pricing models and further growth of multi-function centres.
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