Sample Schedule for 24×5 Help Desk Related Articles Building Flexibility into the Schedule using Banked Hours How to Calculate Schedule Inefficiency How to Manage and Improve Schedule Adherence 17 New Ways to Improve Schedule Adherence in the Contact Centre © tippapatt - Adobe Stock - 446959837 3,230 Filed under - Forum, Call Centre Answers, Scheduling, Shift Patterns 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: Shift 1: From 00:00 (midnight) to 08:00 (8:00 AM) Shift 2: From 08:00 (8:00 AM) to 16:00 (4:00 PM) 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 Author: Jonty Pearce Reviewed by: Megan Jones Published On: 12th Apr 2022 - Last modified: 22nd Apr 2024 Read more about - Forum, Call Centre Answers, Scheduling, Shift Patterns Recommended Articles Building Flexibility into the Schedule using Banked Hours How to Calculate Schedule Inefficiency How to Manage and Improve Schedule Adherence 17 New Ways to Improve Schedule Adherence in the Contact Centre Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter