Nano Retail GCCs Show Higher AI Adoption Than Top 50 GCCs

TeamLease Digital has released an analysis comparing 130 Nano Retail GCCs in India with the country’s Top 50 Retail GCCs.

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The findings show that smaller GCCs are starting with a stronger technology and AI focus, with AI penetration at 10.2%, compared with 3.0% among the Top 50 Retail GCCs.

The 130 Nano Retail GCCs employ 32,380 professionals, with an average workforce of 253 employees per centre. Around 64% of these centres are technology-led, while 22% have been built specifically around data and AI.

The analysis also found that 45 of the 130 Nano GCCs started operations after 2020.

Technology and AI Lead the Nano GCC Model

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Technology & Engineering accounts for 35.8% of the workforce in Nano GCCs, compared with 30% at the Top 50 Retail GCCs. Finance Operations accounts for 18.2% against 17%, while Data & Analytics is almost similar at 10.8% and 10.2%, respectively.

Customer & Commercials accounts for 14.8% of the Nano GCC workforce, compared with 16% at the Top 50. Operations & Supply Chain stands at 11.4% versus 13.5%, while People & Compliance accounts for 4.8% against 8.4%.

Also Read: New IBM CHRO Study: AI Puts Critical Thinking at the Center of Workforce Priorities

Marketing & Merchandising represents 4.2% of the workforce in Nano GCCs, compared with 4.9% at the Top 50.

The technology focus is also reflected in AI adoption. AI penetration in Nano GCCs stands at 10.2%, more than three times the 3.0% recorded at the Top 50 Retail GCCs.

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Technology Domain Density is also higher at 35.8%, compared with 30% among the Top 50.

According to TeamLease Digital, 28 of the 130 Nano GCCs are Data & AI-First centres. These GCCs are more focused on engineering, data and AI from the beginning rather than adding these capabilities as they expand.

Female Leadership Remains Lower

The analysis also points to a difference in leadership representation. Women hold around 29% of Director-and-above positions in Nano GCCs, compared with approximately 35% at the Top 50 Retail GCCs.

Neeti Sharma, CEO, TeamLease Digital, said Nano GCCs are following a different model by building deeper technology and engineering capabilities before expanding into wider operating functions.

She said the higher AI penetration reflects a different starting model, while the development of leadership and operations capabilities will be important as these centres take on larger responsibilities.

The study analysed 180 Retail and Consumer sector GCCs across six segments — Retail and E-commerce, Food, Beverage and Ingredients, Personal Care and Household, Apparel, Footwear and Luxury, Restaurants and Food Services, and Consumer Durables.

The analysis covered GCCs across Bengaluru, Delhi NCR, Hyderabad, Mumbai, Pune, Chennai and Tier 2 cities.

Roles were mapped across seven capability domains and five experience bands, ranging from 0–3 years to 15+ years.