Not just a backoffice: How Covid-19 is evolving outsourcing in India

Not just a backoffice: How Covid-19 is evolving outsourcing in India

It is time the in-house capability centres of major corporations turned into global solution or innovation units by building on the exemplary work they are doing in India.(representative image)


The global captive centres of MNCs in India have evolved to drive technology innovation for global operations, with several products entirely managed out of the country. Now they are at an inflection point in the country, building upon the successes of recent years.

Pune: Soon after the Covid-19 pandemic hit British shores last year, the UK government announced a loan scheme for businesses. NatWest Group’s global captive centre (GCC) in India quickly swung into action. It developed bots—a software program that does automated or repetitive tasks—to pre-process incoming applications, load those and segregate them into queues, just in time for the scheme’s launch two days later. In fact, NatWest was one of the

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