Training at the CSU Call-A-Ram Center

Training is an integral part of the Call-A-Ram experience. Students have the opportunity to learn time-tested fundraising skills through a variety of training and development methods. Call-center training revolves around the theory of identical elements, using presentational and hands-on training to prepare students for situations they encounter on a daily basis.

The Call-A-Ram training program uses the theory of identical elements, which posits that “transfer of training occurs when what is being learned in the training session is identical to what the trainee has to perform on the job” (Call-A-Ram Training Manual 189). A primary element of Call-A-Ram training is preparing students to maximize donations and minimize rejections. The Call-A-Ram training manual includes a list of frequent scenarios, which students use to prepare for the various responses they can expect when calling alumni (Call-A-Ram Training Manual 37-40). In this way, trainees have the opportunity to practice for the exact tasks they will later perform. The theory of identical elements indicates that training at the Call-A-Ram center could be improved by allowing students to train in the actual call-center environment. Most of the scenario training takes place in a closed conference room with dead equipment. However, the call-center is loud, crowded, and uses technical equipment that might confuse a new user. The Call-A-Ram program could improve their training by offering students more time to train in the call-center itself.

The Call-A-Ram training program uses a combination of presentational and hands-on training methods. Presentational training methods include lectures and reading material that offer background information necessary to succeed in a particular job. Presentational training works well in large groups. It is the fastest and cheapest way to disseminate information to new employees. It is not, however, the most effective when it comes to supporting the transfer of new skills to the job or creating long-term changes in employee behavior. The Call-A-Ram Training Manual runs to 48 pages and covers everything from submitting timesheets to accepting donations by credit card. It serves as a guideline during training and a resource while at work, but simply reading the training manual does not fully prepare the student to take on the job.

Studies show that hands-on training is more effective than presentational training in developing desired skills and behaviors. Hands-on training requires a higher level of engagement and often results in a greater degree of understanding of the task at hand (Call-A-Ram Training Manual 286). The majority of the hands-on training at Call-A-Ram is in the form of role-playing and simulations. Trainers also used behavioral modeling, making a point to praise students who had done a particularly good job in a practice scenario. Presentational training is often necessary to make sure that all trainees have the same information, but the Call-A-Ram training can be made more effective by asking trainees to contribute their own experiences. Most people have been on the receiving end of a cold-call at some point in their lives and can speak to what techniques were effective. Hands-on training requires more time and resources than presentational training. Another way to improve the training process would be to make training sessions longer or to limit the size of each training group so that there is plenty of time for everyone to receive some experience.

The Call-A-Ram program provides students with an invaluable opportunity to develop real-world work skills in a low-pressure environment. Students can learn about some basic business practices in a way that allows them to support their university. The Call-A-Ram training program is already very effective, but the addition of more hands-on experience would allow students to feel more confident when they begin calling alumni. By using the theory of identical elements to create role-playing scenarios that actively engage trainees, trainers can better prepare students to maximize donations to the university.

Work Cited

“Call-A-Ram Training Manual.” SupportingAdvancement.com. n.d. Web. 20 Feb. 2014.