Reskilling Strategies for AI-First GCCs

In this hyper-digital world, the traditional model of Global Capability Centers (GCCs) is no longer viable. Apart from efficiency and cost optimization, enterprises now demand agility, innovation velocity, and real-time intelligence. The solution lies in reskilling GCC workforce for an AI-first transformation that does not just involve a technological upgrade but also focuses on fundamentally shifting how GCCs operate.

Workforce upskilling is key to helping employees learn new tools, adapt to change, and stay relevant. With the right upskilling strategies, companies can help their teams thrive in the AI era. This sentiment echoed across sectors in a 2024 BCG study, where 89% of the respondents said that their workforce requires improved AI skills.

The Need for AI-Driven Reskilling

Enterprises across sectors feel the need to embed AI in their core operations to reimagine decision-making while unlocking value and creating personalized, omnichannel experiences. Here is how AI GCC mandates are driving productivity enhancements: 

• Smarter Planning with Predictive Analytics: Generative AI and machine learning (ML) algorithms enable enterprises to better plan their operations. Using these advanced technologies, GCCs can simulate scenarios, predict delays, optimize how resources are allocated, and forecast future needs.
  
  This enables them to make data-driven decisions. Reskilling GCC employees in data analytics is essential to fully leverage these tools.

• Automating Everyday Tasks: GCCs can automate repetitive tasks like data entry, invoice processing, and regular report generation. This not only reduces human error but also saves time and effort. As a result, employees can focus on more meaningful work. Workforce upskilling in AI tools and automation platforms helps teams stay efficient and productive.

• Improving Quality and Meeting Compliance: AI helps monitor the quality of work and ensures that processes follow rules and regulations. This is especially important for GCCs handling sensitive data or operating in industries with strict compliance guidelines or regulations. Reskilling GCC teams in compliance technology and AI monitoring tools ensures high-quality results and reduces risk.

• Better Decision-Making with AI Tools: AI-powered dashboards give leaders real-time insights into operations, risks, and market trends. This allows decision-makers to act quickly and with confidence. To get the most from these tools, workforce upskilling in data interpretation and AI software is key.

• Smarter Customer Service: Using AI technologies like natural language processing, GCCs can create chatbots and virtual assistants that handle customer questions faster and more efficiently. This leads to better customer experiences and takes pressure off human support teams. Reskilling GCC teams in customer tech and digital tools ensures they can build and manage these AI-driven systems.

Designing Effective Programs

Building an AI-first GCC requires an all-encompassing plan that includes people, processes, and strategy. Here are some simple ways to design programs that are effective and align with the company’s goals:

• Link AI to Your GCC’s Goals: Make sure your AI efforts support the overall goals of your GCC. This helps avoid confusion and ensures AI is solving real business problems. AI GCC success starts with a clear understanding of how AI can help the business grow and improve.

• Focus on Reskilling and Upskilling: Offer regular training so your team can learn how to use AI tools to their best potential. Workforce upskilling and reskilling GCC teams help employees stay confident and capable as technology changes.

• Support Employees Through Change: Introduce clear change management plans to help staff adjust to new tools and ways of working. This should include open communication, training, and support so employees feel ready for the shift to an AI-first GCC.

• Encourage Team Collaboration: Build teams that include people from different parts of the business to lead AI projects together, such as Information Technology, HR, and operations. This helps make sure AI tools meet real needs and work well across the organisation.

Overcoming Resistance

An extremely important part of introducing AI in GCCs is helping the employees adapt to it. Here are some simple strategies: 

• Explain clearly why AI and reskilling are important, and how they help both the company and the employees 

• Keep the training simple, practical, and useful for their daily work 

• Appreciate and reward employees who complete training or use new tools 

• Offer ongoing help and support, so employees feel confident as they learn

Measuring ROI with Specific Metrics

Measuring how well AI is working in your GCC is important. It helps show the value of your AI investments and identify opportunities for improvement. Here are some simple ways to track success:

• Monitor Quality Improvements: Track customer satisfaction, mistake rates, and compliance scores. These help you see if AI is improving the quality of work.

• Check for Productivity Gains: Look at how fast tasks are completed, how many errors happen, and how much work gets done. These numbers show whether AI is improving the efficiency of your GCC.

• Measure Employee Adaptation: Verify that employees are satisfied, completing their training, and utilizing new AI tools. This indicates how well your team is adjusting and highlights where additional workforce upskilling or reskilling efforts for GCC may be necessary.

By investing in the right reskilling GCC initiatives and focusing on upskilling, GCCs can unlock the full potential of AI across their operations. Companies can achieve this with a clear strategy, continuous training, and strong support. ANSR specializes in making this transformation seamless by offering support in strategic design and future-ready centers.