GCC Glossary

Whether you’re setting up, scaling, or managing a GCC, this glossary is your quick-reference guide. Search or jump by category to explore strategies, models, talent insights, technology, and more.

A

AI in GCC

Use of Artificial Intelligence in GCCs to drive automation, analytics, and transformation.

Agility

Ability of a GCC to respond quickly to changes in business needs.

Advanced Analytics

Data-driven insights to improve GCC performance and innovation.

Attrition Rate

Percentage of employees leaving a GCC within a specific period.

B

Balanced Scorecard

Framework for measuring GCC performance across financial and non-financial metrics.

BOT Model (Build-Operate-Transfer)

A provider builds and operates a GCC before transferring ownership to the client.

Business Continuity

Plans ensuring GCC operations during disruptions.

Business Process Services

End-to-end business operations managed from a GCC.

C

Captive Center

A GCC fully owned and operated by the parent company.

Center of Excellence (CoE)

A specialized unit within a GCC focusing on innovation or capability building.

Cloud Center of Excellence

GCC function driving enterprise cloud adoption.

Compliance Management

Ensuring GCCs adhere to regulations and standards.

Cost Arbitrage

Leveraging location-based cost advantages for GCCs.

Customer Experience Services

Service models focusing on CX delivery from GCCs.

D

Decentralized Model

Distributed GCC operations across multiple countries.

Delivery Center

A GCC setup focusing on operational delivery.

DevOps

Integration of development and operations in GCC IT functions.

Digital Transformation

Use of digital tech to modernize GCC processes.

Distributed Model

GCC delivery functions spread globally for resilience.

E

Ecosystem Integration

Connecting GCCs with partners, startups, and academia.

Employer Branding

How GCCs position themselves to attract talent.

Ethical AI in GCC

Responsible AI adoption and governance in GCCs.

F

Financial Governance

Controls and oversight of GCC budgets and spend.

Future-Ready Capability

Designing GCCs to adapt to future needs and disruptions.

G

Global Capability Center (GCC)

An offshore or nearshore hub delivering strategic services.

Global Footprint Strategy

Approach to setting up multiple GCCs across geographies.

Global In-House Center (GIC)

Earlier terminology, now largely replaced by GCC.

Governance Framework

Policies and structures guiding GCC operations.

H

Hub-and-Spoke Model

A GCC setup with a main hub and supporting spoke centers.

Hybrid GCC Model

A combination of captive and third-party managed functions.

Human Capital Strategy

Long-term people strategy for GCCs.

I

Innovation Lab

A dedicated GCC function for pilots and experimentation.

Innovation Mandate

Strategic push for GCCs to deliver beyond cost savings.

Integration Competency Center (ICC)

Unit focused on IT and system integration.

IT Services

Technology services delivered from GCCs.

K

Key Performance Indicators (KPIs)

Metrics measuring GCC performance.

Knowledge Management

Processes to capture and share knowledge in GCCs.

L

Learning & Development (L&D)

Upskilling and reskilling employees within GCCs.

Location Strategy

Process of choosing optimal locations for GCC setup.

M

Maturity Model

Framework to assess GCC evolution stages.

Metrics Dashboard

Visual tracking of GCC performance metrics.

Multigenerational Workforce

Diverse workforce across age groups in GCCs.

N

Nearshore GCC

GCCs located in nearby countries for timezone alignment.

Network Resilience

Ensuring business continuity in GCC IT systems.

O

Offshore Development Center (ODC)

A GCC unit focused on software development.

Operational Efficiency

Delivering more output with optimized resources.

Outsourcing vs Captive

Difference between vendor-led outsourcing and GCCs.

OPEX

Ongoing operating expenses of a GCC.

P

Parent Organization Alignment

Ensuring GCC objectives align with HQ strategy.

Privacy & Ethics

Managing sensitive data responsibly within GCCs.

Process Standardization

Using common frameworks for efficiency in GCCs.

Productivity Metrics

Measures to track workforce output in GCCs.

R

R&D Services

Research and innovation functions from GCCs.

Regulatory Adherence

Following industry and local regulations.

Risk Management

Mitigating risks in GCC operations.

ROI & Value Metrics

Tracking value creation from GCC investments.

S

Scalability

Ability of a GCC to grow services quickly.

Service Delivery Models

Approaches for providing services via GCCs.

Shared Services Center

Support center delivering common services.

SLA (Service Level Agreement)

Commitments for service quality and timelines.

Stakeholder Management

Building alignment with global leaders.

Sustainability in GCC

Embedding ESG principles in GCC operations.

T

Talent Acquisition

Strategies to hire skilled professionals in GCCs.

Talent Pool

Availability of skilled workforce in GCC markets.

Technology Adoption

Deployment of digital technologies in GCCs.

Total Cost of Ownership (TCO)

All costs of running a GCC.

V

Value Creation

GCCs delivering innovation and strategic outcomes.

Viability Assessment

Evaluating long-term sustainability of a GCC.

W

Workforce Strategy

Plans to build and manage GCC human capital.

Workflow Automation

Digitizing tasks in GCCs for higher productivity.