Customer Operations GCC
Customer and back-office operations owned within the centre.
Customer operations GCCs own service, support and back-office customer work — bringing front- and back-office under one governed, secure, scalable capability hub.
What we cover
- Customer service and support operations
- Back-office and case processing
- Quality and workforce management
- Automation and analytics
How we deliver it
- 01Operating model aligned to brand standards
- 02SLA-governed delivery
- 03Integrated automation
- 04Continuous improvement
The metrics we govern
Every capability is run to explicit, contractually governed performance metrics — reviewed in joint governance.
Service level
Resolution & CSAT
Quality
Cost-to-serve
The value created
Unified customer operations
Brand-consistent experience
Efficient cost-to-serve
How this is run
Delivered under Global Capability Centers's operating doctrine — the standards applied across every capability in the practice.
Governance
GCCs run on a dual-governance model that protects both operational delivery and strategic alignment with the parent. A site leadership team owns day-to-day performance, security and people, while a joint steering committee with the client owns strategy, investment, maturity progression and roadmap. Decision rights, escalation paths and review cadences are documented from establishment.
Reporting & insight
Performance is reported against a balanced scorecard spanning delivery (SLA, quality, throughput), people (hiring, attrition, engagement), security (incidents, compliance) and value (productivity, cost, maturity progression). Clients receive transparent, real-time visibility into the centre they ultimately own or sponsor.
Security & compliance
The centre is built to the parent’s security and data-protection standards — segregated networks, role-based access, ISO 27001-aligned controls, secure development practices and physical access control — so that sensitive IP and data are protected to enterprise standard from day one.
Transition & onboarding
Work is migrated through a structured knowledge-transfer and transition framework — process documentation, shadowing, reverse-shadowing and staged ownership — ensuring continuity and de-risking the move of critical functions offshore.
Business continuity
Business continuity is engineered through resilient infrastructure, work-from-home failover, cross-trained talent pools and tested recovery plans, protecting the parent from disruption to offshored capability.
Scalability
The centre is designed to scale across functions, teams and locations through a repeatable hiring engine, modular infrastructure and a maturity roadmap that adds capability without re-architecting governance.
More in Global Capability Centers
Build Your GCC
Establish a capability centre — entity, facility, infrastructure and founding team.
Operate Your GCC
Run the centre to service levels with full operational governance.
Scale Your GCC
Grow across functions, teams and geographies up the maturity curve.
India GCC Strategy
Talent-market strategy for the world’s deepest capability-centre ecosystem.
Dedicated Offshore Teams
Ring-fenced offshore teams embedded into the enterprise.
Finance GCC
Record-to-report, P2P, O2C and FP&A delivered from the centre.
Engineering GCC
Product and platform engineering owned from the capability centre.
Technology GCC
Application, infrastructure and support operations from the centre.
Shared Services
HR, procurement, finance and admin shared-services consolidation.
Transition & Knowledge Transfer
Structured migration of work with controlled knowledge transfer.
Operational Governance
Dual-governance protecting delivery and strategic alignment.
Better businesses are built through better operations.
Whether you are establishing a capability centre, transforming customer operations, running critical banking infrastructure, operating renewable assets or creating value across a portfolio — Advait brings the operators, the platform and the accountability to deliver.