The next GCC chapter is about outcomes, not scale: Rajeev Kapoor, Country Head, Curriculum Associates India

For years, the growth story of India’s GCCs was told through the single metric of headcount. Every new centre announcement came with promises of thousands of jobs, larger campuses, and aggressive expansion plans. But as AI reshapes enterprise operations, Rajeev Kapoor, Country Head of Curriculum Associates India, believes that narrative is becoming increasingly outdated.

“Headcount is not the right measure of any GCC’s success,” Kapoor says. “The growth of a GCC should be measured by the impact it makes on business outcomes.”

His perspective comes from more than two decades of witnessing the evolution of India’s offshore centres. Long before GCC became a boardroom buzzword, Kapoor saw the industry transition from being called “captives” to Global In-house Centres (GICs) and eventually GCCs. While the terminology changed, the larger transformation has been far more significant.

“In the past, India centres were largely established for cost arbitrage,” he explains. “The work was...

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