5 Business Outcomes You Can Achieve by Building a People-Focused GCC in India

As global enterprises push the boundaries of digital innovation, one model continues to rise in strategic importance: the Global Capability Center (GCC). Once viewed as cost-saving back offices, today’s GCCs are agile hubs that help companies scale and transform globally.

This transformation is most evident in India, which is home to more than 1,700 GCCs and a thriving ecosystem of engineering and tech talent. But here’s the key: the true success of a GCC in India lies in how you leverage its people. With the right approach, your India team can become the engine that drives innovation and unlocks real business results. In this blog, we break down the 5 most impactful business outcomes you can achieve by building a people-focused GCC in India.

1. Faster Innovation with Skilled Teams

India has a huge talent pool of engineers, designers, analysts, and developers. Many of them are trained in the latest technologies including AI, data science, cloud, and cybersecurity. With strong technical backgrounds and a growing culture of ownership, Indian teams are no longer just supporting roles; they’re now leading digital transformation globally. With the right setup and support, your India team can lead innovation projects, develop new products, and bring fresh ideas to the table.

For example, Walmart recently set up a second GCC in India, enhancing the US retail giant’s investment in the country’s robust technology ecosystem. These GCCs play a key role in modernizing Walmart’s supply chain, using data science and machine learning to improve inventory management and reduce delivery time across global markets. This further pushes their innovation agenda in the long run.

2. Quicker Product Development and Delivery

Having a GCC in India can help companies build and deliver products faster. With skilled product teams working in a different time zone, companies can keep work moving almost 24/7. This means development cycles speed up and updates can be released more often. Indian teams are also experienced with agile development, DevOps practices, and using modern tech stacks like microservices, cloud platforms (AWS, Azure, GCP), and containerization (Docker, Kubernetes).

Many companies use their India GCC to manage entire product development cycles, from design to testing to rollout. A great example is Target’s GCC in Bangalore, which handles end-to-end development of digital tools to close the gap between online and in-store customer experiences. Their India team works closely with product managers and engineers in the US, allowing Target to roll out new features on its app and website more frequently.

3. Better Customer Experiences

In today’s digital world, customers expect fast and personalized online experiences, whether they’re using an app, website, or speaking to a virtual assistant. In fact, almost 90% of buyers believe that a company’s customer experience is just as important as its products or services.

GCCs in India are playing a crucial role in helping companies meet these expectations. With skilled teams that understand both technology and user needs, Indian GCCs are building tools that make customer interactions easier and more enjoyable. For example, American Express’s GCC in India works on improving their digital banking and payment systems. The team has helped develop faster, safer ways for customers to use the app and website. The center also strategically leverages generative AI to improve its customer service and operational efficiency.

Tune in to our ‘Enabling Digital’ podcast episode titled The Future of Customer Service: AI, Automation, and the Human Touch to know more about the evolving customer service landscape.

4. Reducing Costs Without Compromising on Quality

Cost management and optimization was the top priority for improving business performance in 2024. Hence, one of the major reasons companies choose India for their GCC is cost savings, as salaries and operations in India are more affordable compared to the US or Europe. But the real value comes from getting high-quality results at a better cost. With the right structure, your India team can deliver strong outcomes without needing constant oversight.

5. Stronger Global Teams and Leadership

A good GCC is more than just a delivery center. It’s part of your global team. When you invest in leadership development, learning programs, global integration, and a strong work culture, your India center becomes a place where people grow and stay long-term.

Indian professionals today bring not just technical knowledge, but also global experience and leadership potential. Over the past decade, the number of global leadership roles within India GCCs has risen from 115 in 2015 to over 6,500 today. Many have worked across regions and can help align your regional operations with your global goals.

What This Means for You

A successful GCC isn’t just about saving money or checking boxes. It’s about building a strong global team that helps your business grow. That means hiring the right talent, giving them ownership, and building a culture where they can thrive. At Systems Plus, we have been helping businesses set up and grow people-first GCCs in India for over a decade. From talent hiring and onboarding to technology setup and cultural training, we take care of everything you need to get your India team running smoothly and delivering real results. It is worth mentioning that a fully owned GCC is just one of several models. Options like Build-Operate-Transfer (BOT,) Assisted GCC, and Managed GCCs are also available, allowing organizations to tailor their approach based on specific goals and requirements.

If you’re ready to explore how a GCC in India can support your global growth journey, we’d love to help. Connect with our experts today!

Meanwhile, you can download our comprehensive GCC Playbook for a practical, step-by-step guide to setting up and scaling a high-impact GCC in India.