This thesis presents the process of informal education organized for the students trained to work in a telecommunications call center. It is done by applying a systematic approach to education that takes into account the entire process of education, all its parts and their interaction. Approach is mainly based on the content used in the educational process and its structure. The call center can best be presented as the central place for collecting and distributing all relevant information. If it is then put in the context of telecommunications where information, services, user and operator needs and the market itself changes very quickly, it is important that is analyzed using an appropriate approach. It enables a successful examination of the needs for change, their implementation and evaluation of their effects. With the indispensable theoretical part and the explanation of concepts such as informal education which is the basic term of the presented theme, the paper also provides a historical overview and use of system approach, with reference to existing research in the field of training in the call center in Croatia and the world. The research part of the thesis is based on the use of content analysis of the existing educational program in the selected call center and revealing used approach in creating educational materials and other activities. Throughout this process we will have insight into students who are exposed to the educational program itself and their chatacteristics. Thesis at the very end provides a suggestion for the improvement of existing education processes that can be used as a template for further training in the field of telecommunications operators regardless of content.