Sample Schedule for 24×5 Help Desk

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Sample Schedule for 24x5 Help Desk
I'm putting together a proposal for a 24x5 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
24x5 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 mattersA 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
Author: Jonty Pearce
Reviewed by: Megan Jones
Published On: 12th Apr 2022 - Last modified: 22nd Aug 2025
Read more about - Call Centre Questions, Call Centre Answers, Scheduling, Shift Patterns