Cracking the code to successful design for GCCs

Over the last few years, Global Capability Centres (GCCs) have had an explosive growth trajectory in India. The country is home to over 1,950 units, which employ over 1.9 million people.

While GCCs started out as offshore units by multinational companies, primarily in the technology sector, they have spread their wings across industries. Today, they are at the forefront of business transformation, strategy, and new technologies, helping organisations stay agile in highly competitive and dynamic environments.

Global capability centres have evolved from simple Business Process Outsourcing (BPO) operations to become transformation hubs. This has been a driving force as to why offices for GCCs are being designed more thoughtfully now. Previously, there was simply a need to fit people in ‘regular spaces’ to carry out back-end tasks. With more complex work being undertaken by these centres today, it is important to design workspaces that enhance productivity, promote innovation and focus on employee wellness.

This evolution demands spaces that are adaptable, equipped with the right technology, and designed to foster both creativity and focused work.

The first step to designing a GCC is to support hybrid working for employees. Office design should be flexible and must incorporate modularity. Creating hot desks for employees who work out of physical workspaces intermittently is a good example of how we can optimise space and bring in multiple use cases for the same set of furniture, with agility.

Employees must be at the centre of every design-driven decision by companies. If the goal is to attract and retain the best talent, it is important to offer them a conducive environment at work. Ensure the office has natural light, adequate plants, ergonomic furniture and other amenities to support and enhance their health and well-being.

One must not forget that humans are wired to form social connections. While working individually in silence matters, so does teamwork. There must be enough spaces for meetings, both formal and informal. Here, ideas can spark, and colleagues can freely brainstorm with each other.

The unit must also reflect the brand and their culture, whether it's through visual cues or other elements that align with the parent organisation's vision and values. This is key to creating and fostering a sense of belonging between employees and the organisation.

Lastly, sustainability must not be overlooked while designing an office for a global in-house centre. From choosing eco-friendly materials to designing for lower energy and water use, and implementing comprehensive waste reduction strategies, everything must align with the organisation's environmental, social, and governance goals.

As these units become centres for innovation, they need specific environments to foster creativity, research, and development. Setting up ‘innovation hubs’ with special tools and technology, along with flexible furniture is a good way to encourage experimentation, creativity and collaboration.

Besides, there must be plenty of team hubs for all purposes– from friendly chats to group discussions or sharing a quick cup of coffee with colleagues.

At the same time, the design must have enough room for quiet spots, without any distractions. These designated zones will help people focus on complex tasks.

There must also be areas for learning and skill development, where training workshops or sessions could be conducted. 

Finding the right balance between these space types ensures that we are able to create a harmonious and productive environment for the employees.

Technology is woven into the fabric of a modern GCC, helping improve efficiency, teamwork, and employee experience.

Having a strong technology setup is a mandate for these centres. This includes fast internet and systems that connect smoothly with the company's global network. Thereafter, setting up connected devices like smart lighting and temperature control can enhance the workplace, making it more comfortable for employees while saving energy.

Using new-age occupancy sensors to make better layout decisions, installing digital systems for easy room booking, efficient control of lighting and air conditioning is likely to be the future of design. High-tech meeting rooms equipped with advanced video conferencing systems and interactive displays are also essential for global collaboration.

However, cybersecurity must not be neglected. Including secure rooms for equipment, controlled access and ways to maintain visual privacy where needed is crucial for offshore development centres handling sensitive information.

Designing a great GCC office involves navigating some common challenges. Finding the right space is the first step.

Getting suitable Grade-A office spaces, especially large ones needed for growth, can be difficult in metropolitan cities or even in developing Tier II locations.

Ensuring quality comes at a cost and deciding how much to invest in good design, sustainable features and technology requires careful planning. Minimising costs at an early stage may run the risk of the space getting outdated faster. Also, if a space seems fit in a developing location, the available physical and digital infrastructure might need extra investment to meet high corporate standards.

Making technology work together is another important consideration. Getting different systems (IT, AV, building tech) to function smoothly and securely requires expertise.

Lastly, moving to a new, tech-heavy, or more open office style requires clear communication and support to help employees adjust and use the spaces well.

Designing Global Capability Centres in India is a crucial factor that determines its functioning and capacity for innovation. It also reflects the ability to attract and retain talent.

By focusing on principles like adaptability and people-centric design, creating spaces for innovation, using technology smartly, and planning for challenges, companies can create workplaces that support their offices in India now and for the future. As these captive centres continue to evolve and drive digital transformation, thoughtful office design will remain a key enabler for their success.