In today’s outsourcing landscape, success depends on much more than cost savings and process efficiency.
On 25th February 2025, Neville Doughty and Phil Kitchen from the Customer Contact Panel hosted a webinar with Joe Hill-Wilson, CEO and Co-Founder of Learn Amp and Martin Hill-Wilson, Owner of Brainfood Consulting, to discuss Sustainable Operating Models in Outsourcing. One of the most important takeaways from the discussion on sustainable operating models is that Learning and Development (L&D) must be embedded into the core of every outsourcing strategy. Without continuous learning, sustainability simply isn’t possible.
Why Learning and Development is a Sustainability Driver
In outsourcing environments, teams often face rapid change, evolving client expectations, and shifting technologies. This is reflected in the data – 92% of organisations are facing high or very high risk of top talent leaving in the next year (Brandon Hall Group, HCM Outlook, 2024). Without a structured and ongoing approach to skills development, outsourced teams can struggle to keep pace, leading to inconsistent quality, reduced productivity, and higher turnover . During the webinar, 82% of attendees reported that current procurement practice restricts the value they can bring to their clients.
The key takeaway? Organisations that embed L&D into their operating models create more resilient, adaptable, and future-ready outsourcing workforces.
Challenges in Sustainable Learning for Outsourced Teams
The panel discussed the various challenges companies face when it comes to embedding learning into outsourced operations:
- Geographical and Cultural Gaps: How can we create a unified learning experience for teams spread across different countries, cultures, and time zones?
- Engagement and Adoption: With high attrition rates common in outsourced environments, how do we motivate teams to actively engage in learning?
- Measuring Impact: How can we quantify the ROI of learning programs in outsourcing partnerships?
What Effective L&D Looks Like in Sustainable Outsourcing
When looking at solutions for the challenges discussed, the panel noted the importance of centralised learning platforms that deliver consistent, engaging content to all locations. Platforms like Learn Amp help organisations create:
- Standardised onboarding programs to accelerate time-to-competence.
- Bite-sized, mobile-friendly learning content to fit learning into busy shifts.
- Social learning spaces that encourage peer-to-peer knowledge sharing.
- Data dashboards to measure engagement, skills development, and business impact.
Embedding L&D into Operating Models: 3 Key Strategies
Treat L&D as a Business Process, not a Project
Learning shouldn’t be an afterthought or an annual event. It needs to be a continuous, embedded process that evolves with the business and its outsourcing needs.
Make Learning a Shared Responsibility
Learning success shouldn’t fall solely on HR or L&D teams. Operations managers, team leaders, and employees themselves all need to co-own learning outcomes.
Measure What Matters
Sustainable learning models measure not just completion rates, but real business impact: faster onboarding; fewer errors; higher customer satisfaction; and improved employee retention. The LinkedIn Workplace Report shared that 94% of employees would stay longer if companies invested in their development.
Key Takeaway
If there’s one key takeaway from the webinar, it’s this: sustainable outsourcing depends on sustainable learning. When organisations invest in embedding learning into every stage of the outsourcing lifecycle, they create an employee experience where team members thrive.
If you would like to access a copy of the recording it is available here: Webinar Link
