In a competitive environment with dynamic incoming calls, it's quite important for call center managers to master customer requirements efficiently, to improve service level effectively in coordination with business processes, and therefore contributes to the promotion of the perceived service quality for customers. However, a workable instruction capable of guiding the implementation processes is still scanty. In this paper, we try to develop a series of systematic procedures in an attempt to deal with such a dilemma. First, we propose a service quality analytical model managed to identify possible factors which may affect service quality of call centers, a survey is then conducted to collect the Voice of Customer (VOC), which plays the role of the basis for understanding perceived service quality of call center users. Second, the Quality Function Deployment (QFD) is employed in accordance with technical features of service providing system to derive the relationship matrix of service quality, thereby the Quality House and Affinity Diagram are introduced to draw determinants of service quality and their corresponding activities performer. Finally, the results obtained in previous steps may serve as the foundation for further analysis to achieve high service level. An empirical study was conducted and lends credibility to our approach proposed.