Beyond KPIs: Measuring GCCs’ Performance in the Age of AI
31 MAY 2025 / 2 min read
India, the world's Global Capability Centre (GCC) capital, is home to over 1,700 GCCs, employing millions of professionals and contributing significantly to the country's economy. As the GCC landscape continues to evolve rapidly, driven by technological advancements and shifting business needs, measuring success has become a critical challenge for these centres.
To stay ahead, GCCs must focus on key performance indicators (KPIs) that drive operational efficiency, cost savings, and service quality. Some essential KPIs for GCCs include process improvement, quality improvement, innovation, process cycle time reduction, employee engagement, customer satisfaction, and cost savings. By monitoring these KPIs, GCCs can identify areas for improvement, make data-driven decisions, and drive growth.
In the Indian context, where GCCs are increasingly taking on complex and strategic roles, measuring success requires a nuanced approach. GCCs need to balance short-term goals with long-term sustainability, while also adapting to changing business needs and technological advancements. This requires a deep understanding of the business, its objectives, and the role of the GCC in achieving those objectives. To achieve this, GCCs can adopt best practices such as establishing a process improvement culture, implementing process automation, and conducting regular audits.
The Role of Analytics Consulting Solutions
In the rapidly evolving tech and AI landscape, GCCs need to leverage analytics consulting solutions that can help them drive growth and achieve KPI success. By partnering with experts, GCCs can unlock their full potential, stay competitive, and contribute to the success of their parent organizations. Analytics consulting solutions can help GCCs identify areas for improvement, optimize processes, and measure the effectiveness of their continuous improvement strategies.
Ultimately, measuring a GCC's success requires a holistic approach that takes into account multiple KPIs, business objectives, and stakeholder expectations. By focusing on the right metrics and adopting best practices, GCCs in India can continue to thrive and play a critical role in driving business growth and innovation.
By doing so, GCCs can not only achieve success but also contribute to the growth and development of the Indian economy. With the right approach, GCCs can unlock new opportunities, drive innovation, and stay competitive in a rapidly changing business environment. As the GCC industry continues to grow and evolve, it is essential for GCCs to prioritize measurement and evaluation, and to leverage analytics consulting solutions to drive growth and success.
