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Glossary

Global In-house Center (GIC)

TTEC | Glossary | Global In-house Center (GIC)

What is a Global In-house Center (GIC)?

Global In-house Centers are service delivery operations typically in low-cost geographies, which are owned and operated by the same company receiving the services (i.e., not third-party outsourcing)

Additional Resources

  • Outsourcing: Which Shore is right for you: There are many ways to outsource your customer operations and business activities. The hard part is deciding which contact center solution – offshore outsourcing, nearshore outsourcing, onshore outsourcing, at-home, or a combination of them all – is right for your products or services. In this Strategy Guide, take a close look at all the options, and learn how each can benefit your business and your customers for the years to come.
  • Captive Center vs. Outsourcing: How to Pick the Right One for your Customer Service Needs: There’s no overstating the importance of having high-quality contact centers. These centers are often where customers interact with a brand more directly, and their experiences can bring swift consequences: positive experiences can lead to sales and repeat business, while negative ones can turn customers off a brand for good. In this blog post, we compare the pros and cons of captive centers vs. outsourced centers, and explore which is the best way to take customer service and sales to the next level?
  • Back office vs. front office: boost productivity between both offices: An organization’s front and back office functions are fundamental to any great customer experience. That’s why it’s critical to keep both front and back office operations running smoothly and effectively. Yet, in many businesses, there is often some overlap and confusion over what defines the roles of a front office and back office, making it difficult to prioritize an area for greater efficiency and productivity. Have no fear, in this blog post we’ll review the definitions of and use cases for the essential components of a business – the front office and the back office.