As businesses seek to move their global in-house centers (GIC) further along the maturity curve, their goal is to shift the GIC from a tactical cost-cutting function into a more strategic and innovative organization.
In our previous articles, we’ve explored two challenges that businesses face in this endeavor, including sustained cost optimization and supporting the use of digital technologies. A third challenge is the need to gain better control of the talent supply chain. As organizations struggle to acquire, retain and motivate employees with the necessary digital skills, domain expertise and leadership qualities, talent cost advantages can deteriorate over time. According to recent research from Everest Group, GICs expect significant challenges in hiring people with the skills likely to be critical for service delivery in the future. This is due not only to high demand for top digital skills generally but also talent attrition, which can be high in GICs with poor career advancement opportunities and lackluster employee engagement.