The Global Captive Centres have come a long way. Beginning their journey as “call centres” or “contact centres,” doing designated functions such as basic operations, data entry and customer support, the GCCs of today offer business solutions, drive business outcomes, decide on strategic initiatives, and drive organization-wide transformation programs.

As GCCs evolve, they can amplify value creation for their stakeholders and play a very important role in ensuring business continuity and preparing for the future.

As global enterprises grapple with multiple technologies, the GCCs can create next-generation capabilities in these crucial areas. The GCCs, with ready access to the millennials and the younger generations, can lead this transformation. Driven by innovation, while leveraging emerging technologies, the GCCs are well poised to deliver.

With access to skilled manpower, the GCCs can access their own ecosystems and markets to significantly impact development and go-to-market strategies. As the world gets more connected, managing disruption, which can impact an enterprise, becomes a strong competitive advantage. The GCCS can play a leading role in managing resiliency for global enterprises. Getting access to the best quality talent at the right scale, at the right time, at optimal cost and nurturing a dynamic culture of continuous learning, exploration and co-creation will be important attributes for global companies to succeed in future. The GCCs, optimally utilising their position, can help accelerate the achievement of strategic and critical business goals and, in the process, enable significant value creation for its key stakeholders.