Let us assume i am running a helpdesk with three first-line people, whose salaries are around 16666.67 per year. That means my total first-line salary costs are 50000 a year. Those first liners take 25000 calls a year, so the salary cost alone of their handling an enquiry is 2.00.They resolve about 50 per cent of these enquiries over the telephone.So we have some resolutions that cost only two quid.Great,nice and cheap.