Freedom Bank Call Center Migration: Project Management Plan

This assignment is a comprehensive project report detailing the proposed migration of Freedom Bank's call center from Nacogdoches to the Philippines. The project addresses the bank's financial losses, which stem from an outdated call center infrastructure, including poor malware detection, lack of bandwidth for VoIP, and manpower shortages. As an IT Manager, the author proposes outsourcing the call center to the Philippines. The report includes a project management plan covering the project's scope, needs analysis, problem statement, cost analysis, risk assessment, and key performance indicators. It outlines the project phases, timelines, dependencies, resource requirements, and risk factors. The evaluation framework includes formative and summative evaluations, testing methodologies, and acceptance criteria. The document also covers the implementation strategy, documentation deliverables, and post-implementation support. The report emphasizes the benefits of outsourcing, such as cost savings, improved customer service, and enhanced operational efficiency. The project aims to align the bank's IT operations with industry best practices and emerging technologies, ensuring a secure and user-friendly platform for call center agents and customers.