Sample Schedule for 24×5 Help Desk

Sample Schedule for 24×5 Help Desk

I’m putting together a proposal for a 24×5 Global help desk and I am looking for some “best practices” when it comes to scheduling. Help desk will consist of 5 or 6 people in any shift. Call volume is evenly distributed through out the 24 hours.

Question asked by Billy

24×5 Definition

A 24×5 operation refers to providing support or assistance to customers 24 hours a day, 5 days a week (typically Monday to Friday). During these hours, customer service representatives are available to address inquiries, resolve issues, and assist with product or service-related matters

A Sample Schedule

To divide a 24-hour period into three shifts of 8 hours each, you can follow this approach:

1. Shift 1: From 00:00 (midnight) to 08:00 (8:00 AM)
2. Shift 2: From 08:00 (8:00 AM) to 16:00 (4:00 PM)
3. Shift 3: From 16:00 (4:00 PM) to 00:00 (midnight) of the next day

This way, you’ll have three equal shifts covering the entire 24-hour period

Then have your six people work in pairs. The centre is open 5 days a week, so each person works 5 x 8 hrs (less unpaid breaks) which looks fine to me!

With thanks to Zoe

If you want more information on creating schedules, we have a number of great articles and resources for you to try:

• Erlang Calculator – for Call Centre Staffing
• 10 Ways to Make Scheduling Processes More Efficient
• The Multi-Channel Calculator

Reviewed by: Megan Jones