KPIs and Performance Benchmarks for GBS Skilling Programs

2 Sep 2021
by Rohitashwa Aggarwal, Sakshi Garg, Akshay Pandita, Samartha Agrawal, Hisham Rizvi

This report is available only to GBS/SS Talent Excellence members. For information on membership, please contact us

With the war for talent intensifying, multiple Global Business Services (GBS) organizations are designing future-proof skilling strategies to attract, activate, and retain top talent. As organizations seek to maximize the value from their skilling initiatives, they must identify and adopt metrics that can best evaluate the effectiveness and impact of these programs.

In this report, we study the skilling strategies that GBS organizations have adopted and compare the outcomes through a Pinnacle Model® analysis. Based on the study outcomes, we identify and benchmark the KPIs/metrics that GBS organizations use to track the impact of their skilling programs.


  • This report is based on Everest Group’s 2021 Pinnacle Model® study on Skilling Strategies for GBS Organizations
  • All industries and geographies


In this report, we study the following topics:

  • KPIs and performance benchmarks for GBS skilling programs
    • Share of Full Time Equivalents (FTEs) undertaking skilling programs and typical completion rates
    • Number of new skills and certifications added
    • Demand fulfillment through internally upskilled/reskilled resources
    • Share of FTEs redeployed to new roles post upskilling/reskilling
    • Cost impact metrics
    • Reduction in hiring costs
  • Prevalence and effectiveness of KPIs used for GBS skilling programs

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