0:00:02 > 0:00:06This programme contains strong language.
0:00:06 > 0:00:10Over a million people now work in UK call centres,
0:00:10 > 0:00:13with an average age of just 26.
0:00:13 > 0:00:14- PHONE:- I'm not interested, thanks.
0:00:14 > 0:00:16- PHONE:- I think it's all a scam, to be honest.
0:00:16 > 0:00:20They are the factories of our time.
0:00:20 > 0:00:23But here, at the third-largest call centre in Swansea,
0:00:23 > 0:00:27the only things being made are the cold calls we dread.
0:00:27 > 0:00:29PHONE: No, no, no.
0:00:29 > 0:00:30- PHONE:- Stop bloody bothering me.
0:00:30 > 0:00:32- PHONE:- I don't want these calls,
0:00:32 > 0:00:34especially not at 7 o'clock in the evening.
0:00:34 > 0:00:37Holding the reins is CEO Nev Wilshire.
0:00:39 > 0:00:42With over half of his sales agents under 25,
0:00:42 > 0:00:44Nev has developed a unique approach
0:00:44 > 0:00:47to keeping his young workforce on their toes.
0:00:47 > 0:00:50Sum up my management style?
0:00:50 > 0:00:52Get out of my office!
0:00:52 > 0:00:54The yawn at the back, get out!
0:00:55 > 0:00:58Probably Napoleon, dictator.
0:00:58 > 0:00:59Tell her she's sacked, then.
0:00:59 > 0:01:01But his troops loved him.
0:01:01 > 0:01:04He's awful, absolutely awful.
0:01:04 > 0:01:07And with a sales floor simmering with stress...
0:01:07 > 0:01:08- PHONE:- Piss off.
0:01:08 > 0:01:10This ain't funny - no, this ain't funny,
0:01:10 > 0:01:11cos he could have broke it.
0:01:11 > 0:01:13I'm going to kill someone.
0:01:13 > 0:01:15- ..sex... - Rarrr!
0:01:17 > 0:01:19..and success...
0:01:19 > 0:01:21I'm almost getting a little excited in my pants right now.
0:01:21 > 0:01:24SHOUTING
0:01:24 > 0:01:26..there's never a dull day
0:01:26 > 0:01:29when you work at this Swansea call centre.
0:01:29 > 0:01:32There's winners and there's losers and that's it.
0:01:32 > 0:01:34CHEERING
0:01:34 > 0:01:38To be in charge of 700 people sometimes is daunting,
0:01:38 > 0:01:41but I love it, absolutely love it.
0:01:43 > 0:01:45Welcome to Nev's world.
0:01:52 > 0:01:55MUSIC: "Wonderful Christmastime" by Paul McCartney
0:02:02 > 0:02:05# The moon is right... #
0:02:05 > 0:02:07Well, what we're looking at doing is helping you save money,
0:02:07 > 0:02:10maybe you can save a little bit of money for Christmas coming up?
0:02:10 > 0:02:13- PHONE:- Everybody seems to want to save me money, but no thank you.
0:02:13 > 0:02:15Yeah, this time of year, we...
0:02:15 > 0:02:16DIAL TONE
0:02:16 > 0:02:18It's Nationwide Energy,
0:02:18 > 0:02:20it's regarding schemes to replace boilers.
0:02:20 > 0:02:23- PHONE:- No, thank you.
0:02:23 > 0:02:28# Santa baby, now hurry down the chimney tonight. #
0:02:29 > 0:02:32OK, it's Christmas, who's in charge here?
0:02:32 > 0:02:36For call centre CEO Nev Wilshire, it's been a hell of a year.
0:02:36 > 0:02:39He's lost contracts and had to let some staff go,
0:02:39 > 0:02:42but Nev thinks nothing rallies the troops
0:02:42 > 0:02:44quite like Christmas.
0:02:44 > 0:02:45Right, see this shit?
0:02:45 > 0:02:48We've got Christmas decorations coming up now, right?
0:02:48 > 0:02:49Adorn the place then -
0:02:49 > 0:02:52and don't tell me you're busy, cos I know.
0:02:52 > 0:02:54I haven't had a lunch break, Nev.
0:02:54 > 0:02:57But Nev's doing Christmas and lunch on a budget.
0:02:57 > 0:02:59- Does anybody want a cockle? - No, thank you.
0:02:59 > 0:03:02- She can't have one, she's pregnant. - Pregnant lady's getting a cockle.
0:03:02 > 0:03:03She can't have one!
0:03:08 > 0:03:09Not stuffing it up there.
0:03:09 > 0:03:12- Do you want to buy a cockle? - Ugh, that's disgusting.
0:03:12 > 0:03:14They're not disgusting, they're cockles.
0:03:14 > 0:03:15I do love Christmas -
0:03:15 > 0:03:18Christmas is a really good, happy time
0:03:18 > 0:03:21and it's a time of bringing people together.
0:03:21 > 0:03:24And the camaraderie that we have in the call centre
0:03:24 > 0:03:26gets galvanised that little bit more.
0:03:26 > 0:03:28You've got the happy buzz around the place
0:03:28 > 0:03:31and, er...you just ride the wave of it.
0:03:33 > 0:03:35It's a little while till Christmas,
0:03:35 > 0:03:37but Santa's sent Nev an early present.
0:03:38 > 0:03:41Former employee and part-time stand-up comedian Griff
0:03:41 > 0:03:44has come to ask for his job back.
0:03:44 > 0:03:46I left about five months ago,
0:03:46 > 0:03:49I wanted to get more involved in the comedy side of things, you know,
0:03:49 > 0:03:51um, after I put on a few nights.
0:03:51 > 0:03:55It was going all right, but if I was working and doing that,
0:03:55 > 0:03:58then I could use my own money, just to subsidise it a bit.
0:03:58 > 0:04:00But not working and doing that,
0:04:00 > 0:04:02I was just putting pressure on myself, you know?
0:04:02 > 0:04:05I really didn't want to come back, but, you know.
0:04:05 > 0:04:07I've been living off £28 a week,
0:04:07 > 0:04:10hence I've lost a stone and a half,
0:04:10 > 0:04:12so yeah, I have to find a job, really.
0:04:13 > 0:04:16- Griff.- How you doing? - How are you, son?- Not bad.
0:04:17 > 0:04:19- How you keeping?- I'm all right.
0:04:19 > 0:04:22How have you got on? How's the stand-up comedian thing going?
0:04:22 > 0:04:25- You're doing a bit, I heard? - Yeah, it's doing all right.
0:04:25 > 0:04:26There's no money in it, you know?
0:04:26 > 0:04:29- I'm looking for a job, I am, Nev.- Really?
0:04:29 > 0:04:30NEV LAUGHS
0:04:32 > 0:04:34Ah, so, when do you want to start? What do you want to do?
0:04:34 > 0:04:37Monday, ideally.
0:04:37 > 0:04:40There's always a job here for you, I told you that.
0:04:40 > 0:04:43But as well his a job, Griff's also after a loan.
0:04:43 > 0:04:47What I want is to start work, borrow some money
0:04:47 > 0:04:50so that I can pay my rent and things till I get paid.
0:04:50 > 0:04:52What do you need? About 800 quid then, is it?
0:04:52 > 0:04:55Around that figure, the 800-1,200 mark.
0:04:55 > 0:04:58800 to 1,200 - haggle somewhere around a grand
0:04:58 > 0:05:01and call it quits, thanks very much.
0:05:01 > 0:05:03- There it is.- Signing on.
0:05:03 > 0:05:05Signing-on fee for Griff.
0:05:07 > 0:05:09That's one of the reasons I like Nev, know what I mean?
0:05:09 > 0:05:12I know he wouldn't have done that for everybody, you know.
0:05:12 > 0:05:13I think that's fair enough.
0:05:13 > 0:05:15He did it because I've earned him money in the past.
0:05:17 > 0:05:20For Griff, ditching the call centre for stand-up comedy
0:05:20 > 0:05:22didn't quite work out as planned.
0:05:22 > 0:05:25I thought, "I'll get my comedy nights together", and all that.
0:05:25 > 0:05:27That's just as fucking hard work
0:05:27 > 0:05:30as being up in that fucking nut-house, do you know what I mean?
0:05:32 > 0:05:35It's just going... You just go from dealing with one group of idiots
0:05:35 > 0:05:37to a fucking different one.
0:05:37 > 0:05:40And with four kids to buy Christmas presents for,
0:05:40 > 0:05:42being broke is no laughing matter.
0:05:42 > 0:05:45How skint am I? Well, completely skint.
0:05:45 > 0:05:47Before you know it, it'll be Christmas,
0:05:47 > 0:05:48you know what I mean?
0:05:48 > 0:05:50Then you're working to pay for Christmas,
0:05:50 > 0:05:52and all that bullshit, you know what I mean?
0:05:54 > 0:05:55Is it a loss of face, going back?
0:05:55 > 0:05:57I never really looked at it like that.
0:05:57 > 0:05:59When you've worked in telesales for ten years,
0:05:59 > 0:06:02your face has been lost long ago.
0:06:07 > 0:06:10For Nev, running a multi-million-pound business
0:06:10 > 0:06:12means keeping to a tightly managed schedule
0:06:12 > 0:06:15where time is money.
0:06:15 > 0:06:18Remember - proper planning prevents piss-poor performance.
0:06:18 > 0:06:22Basics, the science of selling.
0:06:22 > 0:06:27And proper planning includes December's most important event.
0:06:27 > 0:06:29We're trying to organise our Christmas party
0:06:29 > 0:06:31which is actually an annual conference
0:06:31 > 0:06:33cos an annual conference is tax deductible
0:06:33 > 0:06:35and a Christmas piss-up isn't.
0:06:35 > 0:06:38So we're organising an annual conference
0:06:38 > 0:06:43and I'm going to invite one of the best party organisers of all time
0:06:43 > 0:06:45to coordinate this for us.
0:06:45 > 0:06:52# ..All by myself any more... #
0:06:52 > 0:06:57Hayley Pierce - she may have ADHD and struggle to get to work on time,
0:06:57 > 0:06:59but one thing Nev can count on her for
0:06:59 > 0:07:01is a good knees-up.
0:07:01 > 0:07:02We got our Christmas party head on now.
0:07:02 > 0:07:04We've got to take it serious.
0:07:04 > 0:07:07We don't want them to think, "Fucking hell, the party's there?"
0:07:07 > 0:07:09We want them to walk in and be like, "Wow, fair play."
0:07:09 > 0:07:12What it all comes down to, we can't actually start planning
0:07:12 > 0:07:14- till we know what our budget is. - How much do you want?
0:07:14 > 0:07:15I don't know - that's up to you, innit?
0:07:15 > 0:07:17How much are you giving?
0:07:17 > 0:07:19Five grand?
0:07:19 > 0:07:22- Right, is that what it is, five grand?- Five grand, then.
0:07:22 > 0:07:23But then if it comes to a bit more,
0:07:23 > 0:07:25we'll just ask him then, "Is that fine?"
0:07:25 > 0:07:27How much beer can you get for five grand?
0:07:27 > 0:07:29- We're going to ask. - You can buy a lot of bottles.
0:07:29 > 0:07:30But it's not going on all on beer.
0:07:30 > 0:07:33- I think a stage is going to cost... - We want a snow machine.
0:07:33 > 0:07:35..is going to cost a grand.
0:07:35 > 0:07:37Blue drapes, and then, like, snow coming from the ceilings
0:07:37 > 0:07:40and, like, chandeliers and ice sculptures and...
0:07:40 > 0:07:42Chocolate fountains - we've priced all this.
0:07:42 > 0:07:45Come on, we have to just get on with this.
0:07:45 > 0:07:47- Think we've sorted this now?- Yeah.
0:07:47 > 0:07:51Sort it out, go on - out!
0:07:51 > 0:07:54# It's not unusual to be loved by anyone... #
0:08:00 > 0:08:04It's Monday morning, and Griff's first day back at work.
0:08:04 > 0:08:07Back to the call centre, resume my career.
0:08:08 > 0:08:11See how quickly I can get myself wrapped up
0:08:11 > 0:08:14into some sort of psychological nightmare.
0:08:14 > 0:08:16But it's a dream start for Griff,
0:08:16 > 0:08:18as he quickly gets sales on the board.
0:08:18 > 0:08:21You do qualify, and the boiler's replaced free of charge
0:08:21 > 0:08:24for something far more energy-efficient.
0:08:24 > 0:08:26My name's Richard Griffiths -
0:08:26 > 0:08:28a lot of people in work call me God,
0:08:28 > 0:08:29most people call me Griff.
0:08:29 > 0:08:31OK, mate - well, lovely speaking to you
0:08:31 > 0:08:35and we'll come and see you tomorrow now between 6 and 8, OK?
0:08:35 > 0:08:37But Griff's unusual phone manner
0:08:37 > 0:08:39doesn't always go down well with the management.
0:08:39 > 0:08:42Just a quick call to see if you qualify for a new boiler.
0:08:42 > 0:08:45- LADY WITH FOREIGN ACCENT: - No, I don't want a new boiler.
0:08:45 > 0:08:46Pardon?
0:08:46 > 0:08:47I don't want a new boiler.
0:08:47 > 0:08:49- MIMICS HER ACCENT:- Why is that?
0:08:49 > 0:08:52Hi there - is that Mr Sopwith?
0:08:52 > 0:08:53- PHONE:- No.
0:08:53 > 0:08:55Are you the home owner on this number?
0:08:55 > 0:08:56No.
0:08:56 > 0:08:59Are any of the home owners available?
0:08:59 > 0:09:00No.
0:09:00 > 0:09:02Do you know the capital of France?
0:09:02 > 0:09:03No.
0:09:03 > 0:09:04All the best, take care.
0:09:05 > 0:09:08I'm like a thoroughbred race horse, do you know what I mean?
0:09:08 > 0:09:11I haven't been out of the stables for a while...
0:09:11 > 0:09:14AUTOMATED MESSAGE: Hello, your call cannot be taken at the moment,
0:09:14 > 0:09:16so please leave...
0:09:16 > 0:09:18..and technically should have been shot.
0:09:21 > 0:09:22You've got to clear it -
0:09:22 > 0:09:26got to go through the appropriate channels, haven't you?
0:09:26 > 0:09:31I just walked in after lunch and heard you say to a customer
0:09:31 > 0:09:34"I'd hardly be ringing you up first, sir, if I was going to burgle you."
0:09:34 > 0:09:37Well, he was suggesting that he wouldn't give me his address
0:09:37 > 0:09:38in case I went to burgle his house.
0:09:38 > 0:09:40I was pointing out to him that burglars don't do that.
0:09:40 > 0:09:42I know that, I know that.
0:09:42 > 0:09:45Maybe those type of sales skills
0:09:45 > 0:09:49which were perfectly suited to the selling of yesteryear
0:09:49 > 0:09:52need to be tempered just slightly.
0:09:52 > 0:09:54So in other words, you're saying to Ronaldo,
0:09:54 > 0:09:56"Go out, be the best player in the world,
0:09:56 > 0:09:58"but calm down on the step-overs."
0:09:58 > 0:10:01No, I'm not saying that - keep the step-overs,
0:10:01 > 0:10:03I'm saying don't dive and don't roll around on the floor.
0:10:06 > 0:10:08Have you ever phoned somebody up ahead of burgling them?
0:10:16 > 0:10:20To make sure his cold callers are the best in the business,
0:10:20 > 0:10:22Nev has a company magazine
0:10:22 > 0:10:25keeping staff up to date on all the latest sales techniques.
0:10:25 > 0:10:26It's a nice glossy magazine
0:10:26 > 0:10:28that the marketing department put together -
0:10:28 > 0:10:31it just waves the flag for different departments
0:10:31 > 0:10:33and what they're doing and who's up to what.
0:10:33 > 0:10:35The Dialler covers hot topics
0:10:35 > 0:10:39from business acquisitions to structural personnel changes,
0:10:39 > 0:10:42but there's one section that remains a firm favourite with the staff.
0:10:42 > 0:10:43Then we've got the back page
0:10:43 > 0:10:45which has got, like, the gossip around the company.
0:10:45 > 0:10:47Apparently, there's a developing romance, Nev -
0:10:47 > 0:10:50J and J down on NES, do you know who they are?
0:10:50 > 0:10:54- No. J and J?- Yeah. J and J...
0:10:54 > 0:10:56- Right. - ..have got a blossoming romance.
0:10:56 > 0:10:58And I've missed it!
0:10:58 > 0:11:00I've missed it, hell's teeth.
0:11:00 > 0:11:02The mysterious J and J rumour
0:11:02 > 0:11:05soon sets tongues wagging around the building.
0:11:05 > 0:11:10Which young couple are involved in a new developing romance?
0:11:10 > 0:11:12- Can't work that one out. - J and J.
0:11:12 > 0:11:15Don't know who J and J is.
0:11:18 > 0:11:22Rumours in any part of our industry spread like wildfire -
0:11:22 > 0:11:24it is nigh-on impossible
0:11:24 > 0:11:26to keep a relationship in the call centre quiet,
0:11:26 > 0:11:27nigh-on impossible.
0:11:29 > 0:11:31Especially with me around when I find out.
0:11:33 > 0:11:35J and J.
0:11:35 > 0:11:38I really - it's really puzzling me, this one is.
0:11:38 > 0:11:40Get on a mission and find out who J and J is.
0:11:40 > 0:11:44I'm telling you, I know everything. I'll find out, don't you worry.
0:11:44 > 0:11:47Even Nev has put the small matter of running a company
0:11:47 > 0:11:50on the back burner in the noble pursuit of the truth.
0:11:50 > 0:11:52I think I'll crack the case on this one.
0:11:52 > 0:11:54There's a certain team leader down there,
0:11:54 > 0:11:55not a million miles from here,
0:11:55 > 0:11:58wandering around like the cat who's got the cream.
0:12:03 > 0:12:06Last one we need to know is the name of the tariff,
0:12:06 > 0:12:09then what we'll be able to do...
0:12:16 > 0:12:18Fancy Marketing doing that.
0:12:18 > 0:12:21Nothing to do with you, was it?
0:12:21 > 0:12:25- Johnny and Jodie!- Johnny and Jodie. - Ah, got it!
0:12:25 > 0:12:28Johnny and Jodie - mm...
0:12:28 > 0:12:31Finally, the cat's out of the bag.
0:12:31 > 0:12:34- This is public now, innit?- Innit?
0:12:34 > 0:12:37- That's what the J and J stands for. - Everybody knows.
0:12:39 > 0:12:41- Have you seen this?- What?
0:12:44 > 0:12:46I did have a fatherly chat with Johnny
0:12:46 > 0:12:49and just says "Be careful."
0:12:49 > 0:12:52The last person she went out with from work -
0:12:52 > 0:12:54as far as I know, it was certainly one of the people
0:12:54 > 0:12:57she went out with from work - she ruined him.
0:12:57 > 0:13:00And, er...I could do without Johnny being ruined,
0:13:00 > 0:13:03with his head all over the place, when he's running a team.
0:13:03 > 0:13:05It's like Posh and Becks, innit?
0:13:05 > 0:13:07Posh and Becks - Lady and the Tramp.
0:13:08 > 0:13:09Obviously I'm the lady, am I?
0:13:09 > 0:13:11FAKE LAUGHTER
0:13:11 > 0:13:12Funny.
0:13:17 > 0:13:19# Deck the hall with boughs of holly
0:13:19 > 0:13:21# Fa-la-la-la-la-la-la-la-la
0:13:21 > 0:13:22# Tis the season... #
0:13:22 > 0:13:24Oh, hello, is that Mrs Curlett?
0:13:24 > 0:13:27Hi there, good afternoon, my name's Christian.
0:13:27 > 0:13:30# Laughing, singing "Let's be jolly
0:13:30 > 0:13:33# "Deck the halls in boughs of holly"
0:13:33 > 0:13:34# Rockin' around... #
0:13:34 > 0:13:35Nev has a long-held belief
0:13:35 > 0:13:38in the power of song as a motivational tool -
0:13:38 > 0:13:41even being in a meeting is no excuse for not joining in.
0:13:41 > 0:13:43Oh, this is a good room for singing.
0:13:43 > 0:13:45Yeah, it's the life insurance meeting.
0:13:45 > 0:13:49# Joyful all ye nations rise
0:13:49 > 0:13:54# Join the triumph of the skies
0:13:54 > 0:13:56# With the angelic... #
0:13:56 > 0:13:58'I like singing and I promote singing.'
0:13:58 > 0:14:01It raises the spirits and the energy levels
0:14:01 > 0:14:02in the call centre.
0:14:02 > 0:14:05I'll just...
0:14:05 > 0:14:08Thank you. You carry on now.
0:14:10 > 0:14:13That was, um...a very important meeting going on in there
0:14:13 > 0:14:15that I just rudely interrupted.
0:14:15 > 0:14:18Those people cost a lot of money to bring in today
0:14:18 > 0:14:21to train our staff and, er...
0:14:21 > 0:14:23Well, at least they're feeling Christmassy now.
0:14:24 > 0:14:27Nev's planning a festive sing-song at the call centre.
0:14:27 > 0:14:30He's hoping occasional church singer Steve
0:14:30 > 0:14:32is the right man to lead the way.
0:14:32 > 0:14:35# Don we now our gay apparel
0:14:35 > 0:14:36# Fa-la-la-la-la-la-la... #
0:14:36 > 0:14:39Oh, hi, is that Mrs Westward-Gummer?
0:14:39 > 0:14:43I couldn't think of anybody better to head up the choir than Steve.
0:14:43 > 0:14:46He is enthusiastic, he's a lovely, lovely guy,
0:14:46 > 0:14:49he will draw the best out of people, get people smiling,
0:14:49 > 0:14:51get more results - happy people sell.
0:14:51 > 0:14:54Well, we know music can bring enjoyment to people's lives
0:14:54 > 0:14:57and it does actually give people confidence
0:14:57 > 0:15:00and in my experience, if people have confidence
0:15:00 > 0:15:03then they can frankly do whatever they set their mind to -
0:15:03 > 0:15:06it's a corny thing, but they can conquer the world.
0:15:07 > 0:15:12Steve wastes no time scouring the call centre for vocal talent.
0:15:12 > 0:15:16- Hi, can you sing, by any chance? - Hm?- Can you sing?- No.- Oh.
0:15:16 > 0:15:19Can you sing at all? Have you ever sung in a choir?
0:15:19 > 0:15:21Never sang in a choir, never done that.
0:15:21 > 0:15:23- Not been in a school choir?- No.
0:15:23 > 0:15:26I would do it for a laugh and then probably get bored
0:15:26 > 0:15:30cos, after like the first hymn - or hime - what are they called?
0:15:30 > 0:15:32Hymn - after the first hymn,
0:15:32 > 0:15:34you'd be like, "Yeah, I'm bored now."
0:15:34 > 0:15:36# Rudolph the red noised reindeer...
0:15:36 > 0:15:38HE MUMBLES
0:15:38 > 0:15:39# ..friends... #
0:15:39 > 0:15:40I don't know the whole words.
0:15:40 > 0:15:43Right, yeah - let me just put a question mark there then, George.
0:15:43 > 0:15:46In a land famous for its choir singing,
0:15:46 > 0:15:48there are some hidden gems.
0:15:48 > 0:15:53# Santa baby Slip the sable under the tree... #
0:15:53 > 0:15:55But despite being a trained singer,
0:15:55 > 0:16:0122-year-old liaison manager Kerri suffers from serious stage fright.
0:16:01 > 0:16:03I haven't really sung in front of anyone
0:16:03 > 0:16:08for about three or four years, so I get like quite shy doing it
0:16:08 > 0:16:11unless I sort of have to get up on stage and have no other choice,
0:16:11 > 0:16:13then I'll do it -
0:16:13 > 0:16:14or if I'm drunk.
0:16:15 > 0:16:19Steve's keen to dazzle Nev with Kerri's angelic voice,
0:16:19 > 0:16:22though Kerri has some reservations.
0:16:22 > 0:16:24- Get in there.- I'm in, I'm in.
0:16:24 > 0:16:26It's just singing in front of Nev, isn't it?
0:16:26 > 0:16:27If you mess it up once,
0:16:27 > 0:16:30you'll hear about it for the rest of your life.
0:16:30 > 0:16:33Any, any idea what key you want to sing that in?
0:16:33 > 0:16:35Whatever key comes out of my mouth.
0:16:35 > 0:16:37We'll go for C sharp, then.
0:16:37 > 0:16:41Once my ears start bleeding, you can stop.
0:16:41 > 0:16:45# Silent night
0:16:45 > 0:16:48# Holy night
0:16:48 > 0:16:51# All is calm
0:16:51 > 0:16:54# All is bright
0:16:54 > 0:17:01# Round yon virgin mother and child
0:17:01 > 0:17:07# Holy infant, so tender and mild
0:17:07 > 0:17:10# Sleep in heavenly... #
0:17:10 > 0:17:12Can I do that again?
0:17:12 > 0:17:14- Your breathing was shite.- I know.
0:17:14 > 0:17:15You're meant to be a professional singer.
0:17:15 > 0:17:18- Can I do it again? - Quite shy and quite quiet, isn't it?
0:17:18 > 0:17:20- Nerves, it's nerves. - That's the reason why.
0:17:20 > 0:17:23You'll have more nerves than that, singing in front of everybody.
0:17:23 > 0:17:25Go on, bugger off, out.
0:17:25 > 0:17:27Could have been a lot worse, at the end of the day,
0:17:27 > 0:17:29and Nev didn't make fun of me too much,
0:17:29 > 0:17:31so it can't have been that bad.
0:17:31 > 0:17:34Underneath the nerves, I detected quality.
0:17:34 > 0:17:35- Quality?- Quality and...
0:17:35 > 0:17:36It was piss-poor quality,
0:17:36 > 0:17:38but there was quality there somewhere.
0:17:38 > 0:17:40You had to listen - admittedly closely.
0:17:40 > 0:17:43Nev's also been scouting for talent.
0:17:43 > 0:17:44He's picked 21-year-old Kieran
0:17:44 > 0:17:47to help bring Christmas cheer to the call centre.
0:17:47 > 0:17:49You know you signed up for the choir?
0:17:49 > 0:17:51Yeah - I did know, I didn't practise this one.
0:17:51 > 0:17:53I do like singing.
0:17:53 > 0:17:54I wouldn't really call it a gift,
0:17:54 > 0:17:57it's just something I done on the weekend really, karaoke.
0:17:57 > 0:18:01People normally clap me off for the wrong reasons, I think.
0:18:01 > 0:18:03From the top - Silent Night in C sharp.
0:18:03 > 0:18:05What's C sharp? I'm ready.
0:18:05 > 0:18:08# Silent night
0:18:08 > 0:18:10# Holy night
0:18:10 > 0:18:13# All is calm
0:18:13 > 0:18:15# All is bright
0:18:15 > 0:18:20# Sleep in heavenly peace
0:18:20 > 0:18:24# Sleep in heavenly peace. #
0:18:24 > 0:18:26- Excellent.- Not bad. - Excellent, well done.
0:18:26 > 0:18:28All the best, ta-ta.
0:18:30 > 0:18:33- He's not a very good singer. - No, but it doesn't matter.
0:18:33 > 0:18:36You imagine now - we give him the solo.
0:18:37 > 0:18:40I'm trying not to imagine it, really, Nev, but...
0:18:40 > 0:18:42Come on.
0:18:42 > 0:18:46I think Nev is interested in having a large number of people
0:18:46 > 0:18:48who are enthusiastic and having a bit of fun
0:18:48 > 0:18:50and, and that element there.
0:18:50 > 0:18:54For me, it's a more serious matter, I've got to be honest.
0:18:54 > 0:18:57I do not want to quench anybody's enthusiasm.
0:18:57 > 0:18:58If they're up for this,
0:18:58 > 0:19:04if they want to go and stand in front of a throng of people singing,
0:19:04 > 0:19:06let them do it -
0:19:06 > 0:19:09even if they're howling, let them do it.
0:19:10 > 0:19:12And boy, will some of them be howling.
0:19:18 > 0:19:21Hello there, it's George calling from Safe Britain Money
0:19:21 > 0:19:23and we're linked to Nationwide Energy Services.
0:19:23 > 0:19:25The company who contacted you before,
0:19:25 > 0:19:28you hung up the phone for no reason.
0:19:28 > 0:19:31Christmas cheer is now taking over the call centre
0:19:31 > 0:19:35and Hayley and Jennie's grand party - or conference - plans
0:19:35 > 0:19:36are taking shape.
0:19:36 > 0:19:40Er...you do chocolate fountains and stuff, yeah?
0:19:40 > 0:19:42OK, is that the only thing you do?
0:19:43 > 0:19:44Do they do buffet?
0:19:44 > 0:19:48Champagne fountain? Brilliant, fantastic, right, OK.
0:19:52 > 0:19:56The older I get, I've started to really dislike Christmas.
0:19:56 > 0:19:58It uses up valuable holidays
0:19:58 > 0:20:01which I'd rather have in the summer, when the weather's nice.
0:20:05 > 0:20:07It costs me money I haven't got
0:20:07 > 0:20:10to buy my children things they don't need.
0:20:10 > 0:20:11It's just bullshit.
0:20:11 > 0:20:16It's just everything that's wrong with life and the world these days.
0:20:16 > 0:20:18And it's not just Griff with financial worries.
0:20:18 > 0:20:21Hayley and Jennie are beginning to realise
0:20:21 > 0:20:25that a champagne lifestyle might not be possible on a beer budget.
0:20:25 > 0:20:27We've cut back on certain stuff.
0:20:27 > 0:20:30Like, instead of a buffet now,
0:20:30 > 0:20:33I think we're going to have a burger van.
0:20:33 > 0:20:36Cos we thought about it, money can go to the bar
0:20:36 > 0:20:38and that's what everyone would rather, wouldn't they?
0:20:38 > 0:20:40You know, more drink in the bar.
0:20:41 > 0:20:43Hello, is that Sue?
0:20:43 > 0:20:47Maverick cold caller Griff is not long back in the call centre,
0:20:47 > 0:20:50but already he's looking for a way out.
0:20:50 > 0:20:51Yes, hello, is that Mrs Clark?
0:20:51 > 0:20:53- PHONE:- This is a business. - It's a business.
0:20:53 > 0:20:57- What sort of business is it? - It's an agricultural business.
0:20:57 > 0:21:00You're not looking to take any staff on, are you?
0:21:00 > 0:21:01- LAUGHING:- No.
0:21:01 > 0:21:03If you are, I'll work for next to nothing, to be honest -
0:21:03 > 0:21:05just for the change of scenery.
0:21:05 > 0:21:08But while he's in Nev's world, there are rules,
0:21:08 > 0:21:10and Big Brother is always listening
0:21:10 > 0:21:12to make sure the likes of Griff stay in line.
0:21:12 > 0:21:15Yeah, hi, is that Mrs Guest?
0:21:15 > 0:21:17- PHONE:- Who?- Mrs Guest?
0:21:17 > 0:21:18No.
0:21:18 > 0:21:20Or Mrs Allen?
0:21:20 > 0:21:23- No...- Davis, is that Mrs Davis?
0:21:23 > 0:21:25We have to make sure that they're saying the right things
0:21:25 > 0:21:26so their qualifying's there,
0:21:26 > 0:21:29the customer's being given all the relevant information,
0:21:29 > 0:21:31as well as how they interact
0:21:31 > 0:21:34and what kind of experience we feel the customer's getting from them.
0:21:34 > 0:21:37Yeah, hang...whoa, whoa, whoa, whoa, whoa.
0:21:37 > 0:21:39Stead...whoa!
0:21:39 > 0:21:42I've been summoned by, er...Deon.
0:21:42 > 0:21:44This is going to be an exercise
0:21:44 > 0:21:48in complete and utter pointless fucking tedium.
0:21:48 > 0:21:51But as a grizzled call centre veteran
0:21:51 > 0:21:53with nearly 15 years' front-line experience,
0:21:53 > 0:21:55Griff has a few tricks
0:21:55 > 0:21:58for dealing with a fresh-faced 23-year-old like Deon.
0:21:58 > 0:22:01I mean, there's no point lying, you've been here ages,
0:22:01 > 0:22:02you're a good salesperson.
0:22:02 > 0:22:05Can you speak a bit slower? I can't understand you.
0:22:05 > 0:22:08No problem - as I said, you know, you've been here a while,
0:22:08 > 0:22:09you're a good salesperson,
0:22:09 > 0:22:11no-one's going to take that away from you.
0:22:11 > 0:22:12As far as your feedback goes,
0:22:12 > 0:22:14the one thing you're kind of really missing
0:22:14 > 0:22:16is making sure that you're giving the customer
0:22:16 > 0:22:18the best service for the call.
0:22:18 > 0:22:21What you do have a tendency to do is sometimes rush through the calls.
0:22:21 > 0:22:23If you haven't checked the address,
0:22:23 > 0:22:25which you've said yourself is very, very important,
0:22:25 > 0:22:28if you were to slow down a bit and check the address first,
0:22:28 > 0:22:29it could've been avoided.
0:22:29 > 0:22:32Sorry, I couldn't understand you, you were saying that a bit fast.
0:22:32 > 0:22:33As I said, if you hadn't...
0:22:33 > 0:22:35If you hadn't have rushed the call
0:22:35 > 0:22:37and you were to check the address properly the first time,
0:22:37 > 0:22:38it could have been avoided.
0:22:38 > 0:22:41- So it's all attention to detail, in essence?- Pretty much, yeah.
0:22:41 > 0:22:43Don't know if you can see this,
0:22:43 > 0:22:47but somebody's spelt "rapport" here in an absolutely obscene manner,
0:22:47 > 0:22:49R-A-P-O-R-E, so I'm not...
0:22:49 > 0:22:51The E and the T are very close -
0:22:51 > 0:22:53obviously not hitting the right number.
0:22:53 > 0:22:55- That's the thing I really... - So it's attention to detail?
0:22:55 > 0:22:57Definitely and - that's a good thing, see.
0:22:57 > 0:22:59You're noticing the spelling mistakes.
0:22:59 > 0:23:02All you have to do now is put that attention to detail into your calls.
0:23:02 > 0:23:06- That's not an actual word. - What word?- It says "reapeted".
0:23:06 > 0:23:08If you just, when you're typing these out,
0:23:08 > 0:23:11- if you just slow it down... - Yeah.- Spell check...
0:23:11 > 0:23:13Cos...what you're telling me,
0:23:13 > 0:23:15the feedback you're giving me is brilliant
0:23:15 > 0:23:17and the way you're delivering it is brilliant,
0:23:17 > 0:23:21but then when I'm looking at this and there's spelling mistakes...
0:23:21 > 0:23:24It's hard trying to control him sometimes, he's quite random.
0:23:24 > 0:23:27You know, it's part and parcel of the job, you know?
0:23:27 > 0:23:29I've been working in the department about three years,
0:23:29 > 0:23:31I've dealt with Griff a couple of times.
0:23:31 > 0:23:34So...yeah, you just kind of get used to it.
0:23:34 > 0:23:35He's come on leaps and bounds,
0:23:35 > 0:23:38cos he used to be fucking rubbish at that job.
0:23:38 > 0:23:42So his...his confidence is coming on, you know,
0:23:42 > 0:23:44but he talks too fast, I didn't understand a word he said,
0:23:44 > 0:23:48but his attitude was, er...good.
0:23:50 > 0:23:54Right, seven more doers, guys - come on, last hour and a half.
0:23:54 > 0:23:58Since his secret romance with Jodie was outed in the company magazine,
0:23:58 > 0:24:02team leader Johnny is doing his best to stay focused,
0:24:02 > 0:24:05but it's been very hard.
0:24:05 > 0:24:07Very hard indeed.
0:24:07 > 0:24:11- It's not, honest.- Fuck off, I just seen it. I'm not stupid.
0:24:11 > 0:24:13I bought you a present the other day.
0:24:14 > 0:24:16You did, yes. Or was it...?
0:24:16 > 0:24:18No, it was the day before,
0:24:18 > 0:24:19he came in to my bedroom,
0:24:19 > 0:24:22he was like "I got you something." I said "Oh? What?"
0:24:22 > 0:24:24Two of my clips I'd left in his car.
0:24:24 > 0:24:25LAUGHTER
0:24:27 > 0:24:30We kept it quiet at the beginning,
0:24:30 > 0:24:32because, like, we were going with the flow,
0:24:32 > 0:24:34seeing where it goes and stuff like that.
0:24:34 > 0:24:37- Just in case I didn't like him. - Other way!
0:24:37 > 0:24:40Didn't want to turn him down in front of everyone.
0:24:40 > 0:24:42I liked the looks of her,
0:24:42 > 0:24:46in regards to I thought she was, like, tidy, bubbly, down-to-earth.
0:24:46 > 0:24:48He had everybody else on Facebook,
0:24:48 > 0:24:50so I thought, "Why haven't you got me?"
0:24:50 > 0:24:52So then I told him to add me on Facebook, so then he did,
0:24:52 > 0:24:55and then we started messaging.
0:24:55 > 0:24:57So I kind of took a gamble that she fancied me
0:24:57 > 0:25:01and then I asked her to go out on a date then, and, er...
0:25:01 > 0:25:02And that was that.
0:25:02 > 0:25:05Porthcawl Beach.
0:25:05 > 0:25:06Skinny dipping.
0:25:06 > 0:25:07HE LAUGHS
0:25:07 > 0:25:08He had to carry me into the sea,
0:25:08 > 0:25:10cos I don't like touching the floor in the sea.
0:25:10 > 0:25:12Got in about five o'clock in the morning, didn't we?
0:25:12 > 0:25:14- I can't remember. - Something like that.
0:25:14 > 0:25:16Can't remember what I done yesterday.
0:25:17 > 0:25:21And it seems having love in the air is good for business.
0:25:21 > 0:25:23There can be great positives to office romances,
0:25:23 > 0:25:26because it brings everyone closer together,
0:25:26 > 0:25:29cos Jodie's got a circle of friends, Johnny's got a circle of friends
0:25:29 > 0:25:33and it makes this call centre more of a club, if you like,
0:25:33 > 0:25:34as opposed to a workplace.
0:25:34 > 0:25:36He'll have an excuse to go and see her -
0:25:36 > 0:25:38he's got no reason to see her whatsoever,
0:25:38 > 0:25:40she's got a team leader and a floor manager
0:25:40 > 0:25:43and he runs a separate team.
0:25:43 > 0:25:46But sales are going very well
0:25:46 > 0:25:49on both his team and the team she's on at the moment,
0:25:49 > 0:25:52so why would I get involved?
0:25:53 > 0:25:55You've got to give them a little bit of leeway.
0:25:58 > 0:25:59No.
0:26:07 > 0:26:09Oh, to be young and in love.
0:26:13 > 0:26:16I fancy him, but I'm not in love with him.
0:26:18 > 0:26:19I don't know about him.
0:26:19 > 0:26:22- LAUGHING:- But I'm not in love, no.
0:26:22 > 0:26:24Yeah. I'm in love.
0:26:28 > 0:26:32# Silent night
0:26:32 > 0:26:35# Holy night...
0:26:35 > 0:26:39# All is calm
0:26:39 > 0:26:42# All is bright...
0:26:42 > 0:26:49# Round yon virgin mother and child
0:26:49 > 0:26:52# Holy infant so... #
0:26:52 > 0:26:53Sing along, Ash!
0:26:53 > 0:26:57# ..so tender and mild... #
0:26:57 > 0:27:00Today, Steve's getting all his eager choir volunteers
0:27:00 > 0:27:02to sing together for the first time.
0:27:02 > 0:27:06CHATTER AND SINGING
0:27:06 > 0:27:09OK, guys, ready? Guys?
0:27:09 > 0:27:12Can I have you bunching up rather than...?
0:27:12 > 0:27:14You can't sing and lean at the same time.
0:27:14 > 0:27:16Guys, ready?
0:27:16 > 0:27:19On the count of six - one, two, six.
0:27:19 > 0:27:22# Silent night
0:27:22 > 0:27:26# Holy night
0:27:26 > 0:27:29# Son of God
0:27:29 > 0:27:32# Love's pure light...
0:27:32 > 0:27:35# Radiant beams... #
0:27:35 > 0:27:38Guys, concentrate now, OK? Guys! OK...
0:27:38 > 0:27:40A fair number of them are passable
0:27:40 > 0:27:43and some of them are absolutely appalling
0:27:43 > 0:27:46and they're dragging the rest of the choir down.
0:27:46 > 0:27:49# With the dawn of... #
0:27:49 > 0:27:52We've just got noises coming from all different directions,
0:27:52 > 0:27:55plus we've got two or three people that can actually sing,
0:27:55 > 0:27:58but nonetheless, in typical call centre fashion,
0:27:58 > 0:28:00we'll get up there, we'll give it some welly
0:28:00 > 0:28:03and it'll sound all right on the night.
0:28:03 > 0:28:07And none are giving it more welly than karaoke boy Kieran.
0:28:07 > 0:28:10# All is bright
0:28:10 > 0:28:14# Round yon virgin mother and child... #
0:28:14 > 0:28:17I'm very fond of Kieran, he's a good lad, he's a good lad.
0:28:17 > 0:28:20His heart's in the right place,
0:28:20 > 0:28:22he likes to see people laughing and smiling,
0:28:22 > 0:28:24he likes to laugh and smile himself.
0:28:24 > 0:28:26Kieran, who was once suspended from school
0:28:26 > 0:28:29following an unfortunate incident with a Bunsen burner,
0:28:29 > 0:28:32is no stranger to defying the low expectations of others.
0:28:32 > 0:28:35My mother didn't think I was going to last long in this job
0:28:35 > 0:28:38but my friends are at this job, I enjoy this job
0:28:38 > 0:28:40and I've lasted more than two months,
0:28:40 > 0:28:42so...she's pretty proud of me.
0:28:43 > 0:28:46I always believe in championing the cause of the underdog.
0:28:46 > 0:28:50If you give me somebody with the necessary enthusiasm and energy,
0:28:50 > 0:28:52I'll do my best to make something of them.
0:28:52 > 0:28:54And when you do make a success out of them,
0:28:54 > 0:28:57whether it's in sales or singing or life in general,
0:28:57 > 0:29:01then everybody gets a lift out of it.
0:29:06 > 0:29:08How could I dress up as the Virgin Mary?
0:29:10 > 0:29:12Have a sash saying "I'm a virgin?"
0:29:12 > 0:29:13LAUGHING: Yeah!
0:29:13 > 0:29:15The call centre Christmas annual conference
0:29:15 > 0:29:17is fast approaching,
0:29:17 > 0:29:20but Hayley and Jennie still have financial worries.
0:29:20 > 0:29:22I don't think our budget's going to go, to be honest,
0:29:22 > 0:29:27so it's either going to be the booze or the decorations - either/or.
0:29:29 > 0:29:31Unfortunately, I don't think we can have both.
0:29:32 > 0:29:34Fortunately for the girls,
0:29:34 > 0:29:37Nev's been hunting for venues at the cheaper end of the market
0:29:37 > 0:29:38and he's come up trumps.
0:29:40 > 0:29:42Swansea Dockers Club.
0:29:43 > 0:29:48Open since the 1960s, it's renowned for bingo, darts
0:29:48 > 0:29:51and the occasional Christmas annual conference.
0:30:01 > 0:30:03- The Dockers club... - What's that mean?
0:30:03 > 0:30:06The Dockers Club, Swansea Dockers Club...
0:30:06 > 0:30:07Oh, fucking hell!
0:30:07 > 0:30:12It's an option, they got a big stage, they got a big room,
0:30:12 > 0:30:15we got it for free with sausage and chips thrown in.
0:30:15 > 0:30:18The Dockers' beer is the cheapest in the town.
0:30:18 > 0:30:19Yeah, it's like £2 for a vodka.
0:30:19 > 0:30:21It's £2 a pint, it's dirt cheap.
0:30:21 > 0:30:23The thing is, the Dockers looks quite scabby inside,
0:30:23 > 0:30:25so we need to find out...
0:30:25 > 0:30:28Decoration. Or we do our own decoration, it's got to look mint.
0:30:28 > 0:30:31OK, go to the Dockers club, go and have a word with them
0:30:31 > 0:30:33and see what's appertaining.
0:30:40 > 0:30:43To maximise employee productivity at the call centre,
0:30:43 > 0:30:46excessively long or overly frequent toilet breaks
0:30:46 > 0:30:48are frowned upon by the management.
0:30:48 > 0:30:49If you want to take 15 minutes,
0:30:49 > 0:30:51whoever takes 15 minutes to go for a piss?
0:30:51 > 0:30:54I mean, Tom's been gone for about five, ten minutes.
0:30:54 > 0:30:55Right, where?
0:30:55 > 0:30:57- What do you mean?- Where's Tom gone? - Toilet.
0:30:57 > 0:30:59He's been gone for ten minutes, so if I want to piss
0:30:59 > 0:31:02I wait for somebody to come out from ten minutes in the bog?
0:31:02 > 0:31:04You would have seen Tom had gone for a long time,
0:31:04 > 0:31:06or I could have said, "Look..."
0:31:06 > 0:31:08I'm not monitoring who's going where and who's having a piss.
0:31:08 > 0:31:11I need a piss, I think, "All right, it's not too late to have a piss."
0:31:11 > 0:31:14I'm not arguing with you. In future, just have a look around the team,
0:31:14 > 0:31:18if someone's gone, wait for them to come back before you go, that's all I'm asking.
0:31:18 > 0:31:19Can you take him in there, all right?
0:31:21 > 0:31:24- Right?- So now we've had a five-minute discussion...- Come on.
0:31:24 > 0:31:25..about a one-minute piss?
0:31:29 > 0:31:32I think it's important that he doesn't get away with everything,
0:31:32 > 0:31:35because if one person's seen to get away with it then, obviously,
0:31:35 > 0:31:37the floor will think they can get away with it,
0:31:37 > 0:31:39and then that's just going to lose all control
0:31:39 > 0:31:42and there'd be no point in having managers whatsoever.
0:31:42 > 0:31:44I feel like I've earned the right on this planet now -
0:31:44 > 0:31:49unless I'm stuck in a travelling car or in a queue for a toilet -
0:31:49 > 0:31:52I feel like I've earned the right to have a piss when I need one, really.
0:31:52 > 0:31:55Griff is a flair player, he's a star performer, so as long as we can
0:31:55 > 0:31:59keep him focused and the attitude remains right, he's going to be OK.
0:31:59 > 0:32:03He, he can be disruptive, he gets bored and his head goes.
0:32:03 > 0:32:05He starts messing about and he can be disruptive,
0:32:05 > 0:32:08which is not good for the sales floor.
0:32:09 > 0:32:14Griff's now decided to introduce his own policy of selective flexi-time.
0:32:15 > 0:32:19In other words, he's snuck off two hours early.
0:32:19 > 0:32:21Dwayne approached me to tell me that Griff had left,
0:32:21 > 0:32:26and Griff hadn't told anyone he was leaving, he just got up and left.
0:32:26 > 0:32:30He's a pain in the arse and he knows it, that's the worst thing,
0:32:30 > 0:32:32he knows he's being a pain in the arse, so...
0:32:32 > 0:32:35I don't know why he bothers coming in.
0:32:35 > 0:32:36Go and do something else.
0:32:38 > 0:32:43# Silent night
0:32:43 > 0:32:47# Holy night... #
0:32:48 > 0:32:50With at least some vocal talent on board,
0:32:50 > 0:32:54things have been looking up for the Christmas carol sing-along.
0:32:55 > 0:32:58But Nev's been developing his own creative vision.
0:32:59 > 0:33:05# Round yon virgin mother and child
0:33:05 > 0:33:11# Sleep in heavenly peace
0:33:11 > 0:33:16# Sleep in heavenly peace. #
0:33:16 > 0:33:20He's called Steve in to discuss a new direction for the choir.
0:33:20 > 0:33:22You know how I say the chain is
0:33:22 > 0:33:24only as strong as its weakest link?
0:33:24 > 0:33:27The weakest link being Kieran Vye.
0:33:27 > 0:33:31- Yeah, yeah.- If you have Silent Night, the choir...
0:33:31 > 0:33:34- Yeah.- Second verse, Silent Night, Kerry.- Yeah.
0:33:34 > 0:33:38Silent Night, the third verse, Kieran Vye...
0:33:38 > 0:33:40- Right, yeah. - ..solo.
0:33:40 > 0:33:43Right. OK.
0:33:44 > 0:33:47Is this a sensible, you know... Is this going to work, Nev?
0:33:47 > 0:33:49Very sensible.
0:33:49 > 0:33:51All right, if it goes wrong...
0:33:51 > 0:33:52I'll blame you.
0:33:52 > 0:33:55- Yeah, that's what I wanted to know. - Yeah.- OK.
0:33:55 > 0:33:57'He does like to see the underdog,
0:33:57 > 0:34:00'I think he's very keen on giving people a chance who...'
0:34:00 > 0:34:02Perhaps, others have written them off,
0:34:02 > 0:34:05and that's part of his philosophy.
0:34:05 > 0:34:07Hello, there, is that Mrs Worthington?
0:34:07 > 0:34:10I think the next stage for me here will be for Kieran to have a
0:34:10 > 0:34:15one-on-one practice, and as much of an intense practice as we can.
0:34:15 > 0:34:18We've got to get Kieran at least to be able to pronounce
0:34:18 > 0:34:21words in a way that is similar to the rest of the choir singing,
0:34:21 > 0:34:22so the pressure's on.
0:34:22 > 0:34:23Thank you!
0:34:31 > 0:34:32It's Monday morning,
0:34:32 > 0:34:37and after Griff went AWOL on Friday, Thorpy wants yet another quiet word.
0:34:48 > 0:34:49Can I borrow you, Richard?
0:34:51 > 0:34:56On Friday I was thinking, "What a tool."
0:34:56 > 0:35:00You can't expect to walk out of work and the shit not to hit the fan.
0:35:00 > 0:35:02Do you want to stay here?
0:35:02 > 0:35:05I'd leave otherwise, I... You wouldn't have to get me
0:35:05 > 0:35:08out of here. If I was in a position to be able to leave, I would leave.
0:35:08 > 0:35:10Honestly, I don't know if you would, you need the money.
0:35:10 > 0:35:12"I don't really want to be here,"
0:35:12 > 0:35:14I don't think there's an ounce of you....
0:35:14 > 0:35:17Yeah, I am here cos I can't afford not to leave, yeah, course I am.
0:35:17 > 0:35:19Right, well, I'll tell you straight that
0:35:19 > 0:35:25if you continue like this, you will be out, guaranteed,
0:35:25 > 0:35:29because you can't have different rules for different people.
0:35:29 > 0:35:32You are being completely selfish,
0:35:32 > 0:35:34and Christmas is coming,
0:35:34 > 0:35:36so you do need the job.
0:35:36 > 0:35:38Christmas...
0:35:40 > 0:35:42No, yeah, I agree with that. I agree with that bit.
0:35:46 > 0:35:48Come and see me if you need anything.
0:35:48 > 0:35:49All right, cheers.
0:35:54 > 0:35:55What's next is...
0:35:55 > 0:35:56Erm...
0:35:58 > 0:35:59What's next?
0:36:01 > 0:36:02I really don't know.
0:36:04 > 0:36:07If it wasn't for the fact that, you know, I get on all right with Nev
0:36:07 > 0:36:10there's nothing that would give Thorpy and Dwayne greater delight
0:36:10 > 0:36:12than to call me in there and say, "Fuck off," know what I mean?
0:36:12 > 0:36:14They'd love to sack me, they would,
0:36:14 > 0:36:17and I'd have more respect for them if they did that.
0:36:18 > 0:36:23Don't tell them I said that cos they're desperate for respect,
0:36:23 > 0:36:26so they'd probably take advantage of that knowledge.
0:36:31 > 0:36:36Steve has just about digested Nev's plan to give Kieran a solo role
0:36:36 > 0:36:38at the call centre Christmas carols.
0:36:41 > 0:36:44I'm sure Steve thinks I'm nuts giving Kieran a solo but, believe
0:36:44 > 0:36:48it or not, there is method in my madness and they'll have a good
0:36:48 > 0:36:52crack at it and everything'll work out fine in the end.
0:36:52 > 0:36:56I had a chat with Nev yesterday, but he had an idea and...
0:36:56 > 0:36:58I'm always scared of Nev's ideas,
0:36:58 > 0:37:00Yeah?
0:37:00 > 0:37:01They're always a bit strange.
0:37:01 > 0:37:04- Well, this is a good one. - OK.
0:37:04 > 0:37:06Nev would like you, Kieran,
0:37:06 > 0:37:09to perform a solo at the Christmas party.
0:37:09 > 0:37:10If you agree to do it,
0:37:10 > 0:37:13we're going to have a little bit of training, OK?
0:37:13 > 0:37:15- So, you up for, it Kieran? - Yeah, I'm plenty up for it.
0:37:21 > 0:37:25Right, this one, it'll warm up your mouth so that it'll be easier
0:37:25 > 0:37:26for you to sort of, like,
0:37:26 > 0:37:29reach certain notes and things like that, OK? So...
0:37:29 > 0:37:31SHE MAKES A BUZZING SOUND WITH HER LIPS
0:37:31 > 0:37:32OK?
0:37:34 > 0:37:36THEY ATTEMPT TO COPY HER
0:37:36 > 0:37:37I can't vibrate my lip.
0:37:37 > 0:37:38Can you do it again?
0:37:38 > 0:37:42SHE MAKES A BUZZING SOUND WITH HER LIPS
0:37:42 > 0:37:45So start off low, high, back down.
0:37:45 > 0:37:47THEY ATTEMPT TO COPY HER
0:37:49 > 0:37:53SHE MAKES A BUZZING SOUND WITH HER LIPS
0:37:53 > 0:37:58- OK, so think if you're really cold and you'll go brrr.- Yeah.
0:37:58 > 0:37:59HE MAKES A BUZZING SOUND WITH HIS LIPS
0:37:59 > 0:38:02- Yeah, that was good.- That was good. - Almost there.
0:38:02 > 0:38:04It does help me that Kieran's going to be doing it as well,
0:38:04 > 0:38:06because I'm sort of hoping that, in a way,
0:38:06 > 0:38:10whether he does actually better than everyone thinks or really terrible,
0:38:10 > 0:38:16it might take some of the spotlight off me so it won't be as difficult.
0:38:16 > 0:38:21- SHE SINGS:- A, E, I, O, U.
0:38:21 > 0:38:22OK?
0:38:22 > 0:38:27HE SINGS: A, E, I, O, U.
0:38:28 > 0:38:29O.
0:38:29 > 0:38:32O, U.
0:38:32 > 0:38:34No-one really shows much faith in me
0:38:34 > 0:38:38but fair dos to, like, Kerry, Nev and Steve, they've shown a bit
0:38:38 > 0:38:40of faith in me to give me a solo and I'm...
0:38:40 > 0:38:42I'm quite proud, really,
0:38:42 > 0:38:45I'm quite chuffed of the fact that I've got a solo in the choir.
0:38:45 > 0:38:47Thank you, Kieran, well done.
0:38:47 > 0:38:48I am a little... Slightly nervous,
0:38:48 > 0:38:51but I think I'll be all right on the night, hopefully.
0:38:53 > 0:38:54Hands up if you're going to the party.
0:38:54 > 0:38:56I need numbers, just to double check.
0:39:00 > 0:39:03Hayley's now busy plugging her party on the sales floor,
0:39:03 > 0:39:06but not everyone's buying.
0:39:06 > 0:39:08I hate Christmas, though, to be honest with you.
0:39:08 > 0:39:09Why do you hate Christmas?
0:39:09 > 0:39:11Because, A...
0:39:11 > 0:39:13Because it's based around religion and fucking shopping.
0:39:13 > 0:39:15It's just bollocks, innit?
0:39:15 > 0:39:20It's just the highlight of the sort of union of the capitalists
0:39:20 > 0:39:25and the religious fucking nutjobs who've somehow hijacked
0:39:25 > 0:39:26a certain time of year.
0:39:26 > 0:39:28Oh, hello, is that Mrs...?
0:39:32 > 0:39:35Christmas, Schmismass.
0:39:36 > 0:39:38KIERAN MAKES A BUZZING SOUND WITH HIS LIPS
0:39:38 > 0:39:42Since being chosen by Nev to sing solo in front of the whole
0:39:42 > 0:39:46call centre, Kieran's been practising his vocal exercises.
0:39:46 > 0:39:48Hello?
0:39:48 > 0:39:51Basically, it just warms my voice up before I go on the phone.
0:39:51 > 0:39:54I don't do it after every call but after every few calls,
0:39:54 > 0:39:55if I feel a bit...
0:39:55 > 0:39:59And, as always, there's a business angle behind Nev's grand strategy.
0:39:59 > 0:40:02His sales have gone up already, you know, he's one of the top sellers
0:40:02 > 0:40:06now because he's absolutely buzzing, he's so excited over it.
0:40:06 > 0:40:09HE MAKES A BUZZING SOUND WITH HIS LIPS
0:40:09 > 0:40:12Honestly, though, James, if you try doing it you will get sales.
0:40:12 > 0:40:13Go like this...
0:40:13 > 0:40:15HE MAKES A BUZZING SOUND WITH HIS LIPS
0:40:15 > 0:40:16- Try this.- No, mate.
0:40:16 > 0:40:18Do it tomorrow, you'll get sales.
0:40:22 > 0:40:26I think I am going to keep doing it every day
0:40:26 > 0:40:27until I earn loads of money.
0:40:44 > 0:40:47Johnny and Jodie are back in the headlines.
0:40:50 > 0:40:55But this time they're being talked about for all the wrong reasons.
0:40:55 > 0:40:57Just a little bit awkward today.
0:40:57 > 0:40:58Me and Johnny are... Just...
0:41:00 > 0:41:04I suppose the only way to put it is the spark has, like, like worn off.
0:41:07 > 0:41:11And news of a break-up has filtered through to the highest echelons
0:41:11 > 0:41:13of the company.
0:41:13 > 0:41:14Johnny!
0:41:14 > 0:41:16- Nev, how you doing? - I'm doing good.
0:41:16 > 0:41:18- Good, good. - I understand you're doing good too?
0:41:18 > 0:41:21Yeah, it's going all right.
0:41:21 > 0:41:23Unfortunately single, though?
0:41:23 > 0:41:25Single, yeah.
0:41:25 > 0:41:28I just wanted to make sure that this, you know, that...
0:41:28 > 0:41:31That you hadn't fallen in love and your head was now going to
0:41:31 > 0:41:34go up your arse and, and all that good work is going to...
0:41:34 > 0:41:37Would I ever let you down? Never. Have I let you down yet?
0:41:37 > 0:41:40- No.- No. No, yeah, everything's fine, it's fine.
0:41:40 > 0:41:43So long as things, you know, go back to normal and quiet.
0:41:43 > 0:41:46A couple of little words of advice.
0:41:46 > 0:41:50Keep the beat going, keep the sales flowing.
0:41:50 > 0:41:51The beat's going, the sales are going.
0:41:51 > 0:41:55Good, all right then. So you're upbeat?
0:41:55 > 0:41:57- Yeah.- Get on with it, then. - Happy days.
0:41:57 > 0:41:59- Thanks, Johnny.- See you later.
0:41:59 > 0:42:01OUT!
0:42:01 > 0:42:03A few conversations between us
0:42:03 > 0:42:08over the last two evenings have led to me, basically,
0:42:08 > 0:42:15"Just chill out for a second, let's leave it and, you know, go our separate ways," I suppose.
0:42:15 > 0:42:17It was more my side than his.
0:42:18 > 0:42:22But I couldn't, like, hold it in, like, I had to tell him.
0:42:22 > 0:42:25I'm probably going to regret my decision, but...
0:42:25 > 0:42:28I think it's probably going to be for the best.
0:42:28 > 0:42:31NEV: Relationships in work are fine as long as there's
0:42:31 > 0:42:33a bit of stability there on both parties.
0:42:33 > 0:42:38When they're volatile then it can have an impact on the entire floor.
0:42:38 > 0:42:40Got to make sure the atmosphere's OK, you know,
0:42:40 > 0:42:43we put it to bed as fast as we can, there we are, it lasted,
0:42:43 > 0:42:46it run its course, thank you very much, it's gone.
0:42:48 > 0:42:52Jodie is already getting back into the call centre social scene.
0:42:52 > 0:42:55What's the plan, then? Are we going straight to the pub?
0:42:55 > 0:42:58I don't know, I don't know what's happening.
0:42:58 > 0:43:00I don't want to go to town cos I'm wearing a cast,
0:43:00 > 0:43:02it's really restricting my life, you know?
0:43:04 > 0:43:07I can't even shave this armpit!
0:43:07 > 0:43:09There was never a dull moment, it was always a good laugh,
0:43:09 > 0:43:11know what I mean? It was brilliant.
0:43:11 > 0:43:13So, yeah, I'm going to miss that, at the end of the day,
0:43:13 > 0:43:15but Johnny Allen don't cry.
0:43:15 > 0:43:18Last time I cried was when West Ham lost the FA Cup to Liverpool
0:43:18 > 0:43:21in 2006, and then that was because I was pissed.
0:43:27 > 0:43:30At the call centre, it's Christmas carol day.
0:43:33 > 0:43:35Nev's hoping for a rousing performance to unite
0:43:35 > 0:43:37the company with Christmas cheer.
0:43:37 > 0:43:39They'll be singing in front of the whole call centre.
0:43:39 > 0:43:44Hopefully it will inspire a lot of people and it will make for a
0:43:44 > 0:43:46good, merry Christmas.
0:43:46 > 0:43:48Kerry's prone to stage fright
0:43:48 > 0:43:51and hasn't sung in public for three years, so Nev's summoned her
0:43:51 > 0:43:55and fellow soloist Kieran for some calming words.
0:43:55 > 0:43:57We're singing today, aren't we?
0:43:57 > 0:43:58Yes.
0:43:58 > 0:44:02- Now, there's an awful lot of effort gone into this choir so far, right? - Yeah.
0:44:02 > 0:44:05So do not cock it up.
0:44:05 > 0:44:08- OK.- Volume, sincerity.
0:44:08 > 0:44:12What happens if we do cock it up in any way?
0:44:12 > 0:44:14There is no plan B, right?
0:44:14 > 0:44:17- Just do not cock it up. - OK.
0:44:17 > 0:44:19This is serious, got to perform.
0:44:20 > 0:44:23Come on in, don't be shy.
0:44:23 > 0:44:25OK, choir, choir... Come on, come on, choir, come on.
0:44:25 > 0:44:30Now, we're going to do a rendition of Silent Night,
0:44:30 > 0:44:35you're all welcome to join in on verse four, All right?
0:44:35 > 0:44:36OK.
0:44:37 > 0:44:40- # ALL:- Silent night
0:44:41 > 0:44:45# Holy night
0:44:45 > 0:44:49# All is calm
0:44:49 > 0:44:52# All is bright
0:44:53 > 0:44:57# Round yon virgin
0:44:57 > 0:45:00# Mother and child
0:45:01 > 0:45:09# Sleep in heavenly peace
0:45:10 > 0:45:15# Sleep in heavenly peace... #
0:45:17 > 0:45:18Kerry.
0:45:19 > 0:45:22# Silent night
0:45:23 > 0:45:28# Holy night
0:45:28 > 0:45:31# Darkness flies
0:45:31 > 0:45:35# All is light
0:45:35 > 0:45:42# Shepherds hear the angels sing
0:45:43 > 0:45:50# Hallelujah, hail the king
0:45:51 > 0:45:58# Christ the saviour is born
0:45:59 > 0:46:04# Christ the saviour is born. #
0:46:04 > 0:46:07CHEERING
0:46:07 > 0:46:11I'm really relieved that it's done with now and that I've sung.
0:46:11 > 0:46:13I was absolutely terrified.
0:46:13 > 0:46:16Kerry is a very shy individual but, she did very, very well
0:46:16 > 0:46:19and she held every note there wonderfully and
0:46:19 > 0:46:21she can be very proud of what she's done.
0:46:27 > 0:46:30- # OFF-KEY:- Silent night... #
0:46:30 > 0:46:31LAUGHTER
0:46:31 > 0:46:35# Holy night
0:46:35 > 0:46:39# Son of God
0:46:39 > 0:46:43# Love's pure light
0:46:43 > 0:46:50# Radiant beams from thy holy face
0:46:50 > 0:46:57# With the dawn of redeeming grace
0:46:58 > 0:47:04# Jesus, Lord at thy birth
0:47:06 > 0:47:11# Jesus, Lord at thy birth. #
0:47:11 > 0:47:14CHEERING
0:47:14 > 0:47:16Well done. Very good.
0:47:19 > 0:47:21I just sang one verse of the song
0:47:21 > 0:47:25and everyone was clapping so I must have done half decent.
0:47:25 > 0:47:26I am proud of myself, yeah.
0:47:26 > 0:47:30'Kieran may not be the most refined singer in the world but it takes guts
0:47:30 > 0:47:33'to get up there and sing in front of all those people'
0:47:33 > 0:47:36and he's given it his all and I'm proud of him.
0:47:36 > 0:47:40And despite the occasionally patchy vocals, Nev's confident
0:47:40 > 0:47:43the carol singing will raise more than just the mood in the company.
0:47:45 > 0:47:48Kieran was clapped back onto the floor.
0:47:48 > 0:47:52All of the floors are buzzing, every campaign will do well,
0:47:52 > 0:47:55everybody's happy, happy people sell,
0:47:55 > 0:47:56sales will go through the roof.
0:48:05 > 0:48:06- BEEP - 'Hello?'
0:48:06 > 0:48:08Oh, hi. Is that Mrs Randall?
0:48:08 > 0:48:12As Christmas draws closer, Griff is still struggling to find his mojo.
0:48:12 > 0:48:16- Pardon?- 'What's the first name you need?'- Uh, Miss Randall.
0:48:16 > 0:48:20- 'First name?'- Yeah, Miss. Am I pronouncing that wrong?
0:48:20 > 0:48:24'Yeah, no, what's her name? Cos you're just saying Randall.'
0:48:24 > 0:48:27Oh, right. I dunno. Sorry, is this a quiz?
0:48:27 > 0:48:29But Nev's not giving up.
0:48:29 > 0:48:31The bottom line - Griff has been a miserable sod lately.
0:48:31 > 0:48:34He's gone into one of his dark patches again
0:48:34 > 0:48:35and we need to get him out of it
0:48:35 > 0:48:39and I've come up with a plan and that would be to get him
0:48:39 > 0:48:43to do his stand-up comedy routine at the Christmas party and
0:48:43 > 0:48:47if he does it, maybe it'll put a smile on that miserable face of his.
0:48:47 > 0:48:48Can I proposition you, then?
0:48:50 > 0:48:51Go ahead.
0:48:51 > 0:48:57Erm, you know the Call Centre Christmas Binge?
0:48:57 > 0:49:00- Yeah.- On Saturday? Do you fancy doing ten minutes?
0:49:02 > 0:49:05Honestly, I've got nothing to say to these people. I gotta dumb down
0:49:05 > 0:49:09on a daily basis just to work with these lot, do you know what I mean?
0:49:09 > 0:49:14I can't do it more than 30 hours a week, whatever it is.
0:49:14 > 0:49:18Well, have a think about it. If it's any good to you,
0:49:18 > 0:49:22I just thought it might get you up on stage doing your stuff.
0:49:22 > 0:49:26- Right, cheers, Nev.- OK, thanks.- See you soon.- Well done.- Yeah, thanks.
0:49:26 > 0:49:30Once he gets up there and he gets a mic in his hand, he'll be away.
0:49:30 > 0:49:31Have I cheered him up?
0:49:31 > 0:49:34Probably not. But...
0:49:37 > 0:49:40..I think he's got something to think about, which takes his mind off
0:49:40 > 0:49:44other things, which may well detract him long enough to think he's happy.
0:49:51 > 0:49:54It's the evening of the call centre annual conference
0:49:54 > 0:49:56and the baubles are all in place.
0:49:56 > 0:49:58- Ah.- Nev, what you thinking?
0:49:58 > 0:50:01This is fantastic. Where's the crowd?
0:50:01 > 0:50:04The time has come for hostesses Hayley and Jenny
0:50:04 > 0:50:07to deliver the mother of all parties.
0:50:07 > 0:50:10Jenny and Hayley done a good job, like. It's a good venue,
0:50:10 > 0:50:12loads of people here, more to come so it'll be tidy.
0:50:12 > 0:50:14I am impressed, though. It does look nice.
0:50:14 > 0:50:18Considering it's, you know, Swansea Dockers, they've made a real
0:50:18 > 0:50:21good job of it. Fair play to them. It's lovely, innit?
0:50:21 > 0:50:23I just need to get smashed now!
0:50:27 > 0:50:29One, two, three, go.
0:50:31 > 0:50:34Ah! Bugger off! Urgh.
0:50:37 > 0:50:38Brrrrrrrrr!
0:50:40 > 0:50:44The party's hotting up and Hayley and Jenny's insistence on a free bar
0:50:44 > 0:50:47has gone down well with the troops.
0:50:47 > 0:50:51I've had about two, maybe three. Possibly four, maybe five.
0:50:51 > 0:50:54I don't know how many I've had. I lost count after two.
0:50:56 > 0:50:59And despite the limited budget, Nev's arranged
0:50:59 > 0:51:03for one of Wales's finest voices to kick off the entertainment.
0:51:03 > 0:51:06- ANNOUNCER:- The man with the golden tonsils.
0:51:07 > 0:51:09Thank you. Thank you.
0:51:09 > 0:51:11Just keep your knickers on.
0:51:11 > 0:51:14This is Nev Jones.
0:51:14 > 0:51:16Are you ready?
0:51:16 > 0:51:17- MAN:- Yeah!
0:51:17 > 0:51:22# SHAKILY: She was my woman!
0:51:25 > 0:51:31# As she deceived me I watched and went out of my mind
0:51:33 > 0:51:37# My, my, my, Delilah! #
0:51:37 > 0:51:40You know the words.
0:51:40 > 0:51:44As Nev's silky vocals drift across the room,
0:51:44 > 0:51:48the drink flows and the mistletoe works it magic...
0:51:48 > 0:51:51# I could see
0:51:51 > 0:51:55# That girl was no good for me... #
0:51:55 > 0:51:56..but not for everyone.
0:51:56 > 0:52:01# Then I was lost like a slave that no man could free... #
0:52:02 > 0:52:05I don't give a fucking shit. it's fucking done and dusted now.
0:52:05 > 0:52:08Don't get me wrong, it was a bit dodgy the first week or so,
0:52:08 > 0:52:12but I'm back to my best now. On it with the boys, like, to get wrecked
0:52:12 > 0:52:15and I'm glad it's over, to be honest with you.
0:52:17 > 0:52:19'Me and Johnny are all right.
0:52:19 > 0:52:22'We don't go out of our way to talk to each other
0:52:22 > 0:52:24'but I know that he's always there for me.'
0:52:24 > 0:52:26I'm not going to pull tonight
0:52:26 > 0:52:28because I've got too much respect for him.
0:52:28 > 0:52:31'If he's pulls tonight then I wish him all the best but I'm not'
0:52:31 > 0:52:34personally going to pull tonight, no.
0:52:34 > 0:52:36Unless John Cena turns up.
0:52:41 > 0:52:43# Forgive me, Delilah
0:52:43 > 0:52:49# I just couldn't take any more! #
0:52:50 > 0:52:52Yeah!
0:53:00 > 0:53:04But there's one person who hasn't made it to the party.
0:53:08 > 0:53:12Well, I'm... You know, I'm a deeply anti-social man
0:53:12 > 0:53:14'If I went I'd enjoy it for a while,'
0:53:14 > 0:53:17do you know what I mean? First few hours I'd probably enjoy it
0:53:17 > 0:53:19and then I'd just not want to be there.
0:53:19 > 0:53:23I knew Griff wasn't coming. Disappointed? Yeah, possibly.
0:53:23 > 0:53:26I asked him to do ten minutes as a comedian
0:53:26 > 0:53:28but he's probably right.
0:53:28 > 0:53:30They wouldn't have been able to understand what he was saying
0:53:30 > 0:53:32cos they'd have all been too pissed.
0:53:32 > 0:53:36But we'll keep looking out for him. He's one of us.
0:53:36 > 0:53:40'Yeah, I don't know, it's just not my thing, really. Not these days.
0:53:40 > 0:53:43'You know, and you gotta talk to people then, ain't you?'
0:53:43 > 0:53:45The more pissed people have got, the more uncomfortable
0:53:45 > 0:53:47I'd have probably felt, you know?
0:53:47 > 0:53:51I just don't find these situations particularly...attractive.
0:53:51 > 0:53:54# Now you found the secret code I use
0:53:54 > 0:53:58# To wash away my lonely blues... #
0:53:58 > 0:54:02'I'm devastated that Griff's not here because Griff should be here.
0:54:02 > 0:54:05'It's been a tough year
0:54:05 > 0:54:09'and he's been a real big part of a tough year.'
0:54:09 > 0:54:10I don't know. He's bonkers, isn't he?
0:54:10 > 0:54:13Let's be honest, he's...he's a bonkers guy.
0:54:15 > 0:54:17Think my kettle must have died.
0:54:17 > 0:54:21Christmas, the time for fucking new kettles, innit?
0:54:21 > 0:54:23Kettles and socks.
0:54:25 > 0:54:28Oh, that would help, wouldn't it?
0:54:28 > 0:54:30WATER BOILS
0:54:37 > 0:54:39'OK. Wonderwall will be on a second.'
0:54:39 > 0:54:45In the meantime, can I wish you all a very Merry Christmas, yes?
0:54:45 > 0:54:47CHEERING
0:54:47 > 0:54:49We've had a tough year. We've had a tough year.
0:54:49 > 0:54:52Next year's looking good!
0:54:52 > 0:54:56And we're on the up again, all right?
0:54:56 > 0:55:00So next year's party, we want it in Marbella, all right?
0:55:00 > 0:55:03Thank you all for coming. Happy Christmas. Enjoy yourselves.
0:55:03 > 0:55:05The bar's still open.
0:55:05 > 0:55:06MUSIC: "Mr Brightside" by The Killers
0:55:06 > 0:55:09# Coming out of my cage and I'll be doing just fine
0:55:09 > 0:55:10# Gotta, gotta be down... #
0:55:10 > 0:55:12I'm really, really happy.
0:55:12 > 0:55:15A lot of people were dissing the venue. They've come in here
0:55:15 > 0:55:18and, I'll be honest with you, every one have actually said,
0:55:18 > 0:55:22"Fair play. This looks amazing," so, ka-ching!
0:55:22 > 0:55:23# While he's having a smoke
0:55:23 > 0:55:26# Now she's taking a drag... #
0:55:26 > 0:55:29I think Hayley and Jenny did a good job of organising it.
0:55:29 > 0:55:31The Dockers Club has done us proud.
0:55:31 > 0:55:34'Everyone thought it was going to be a load of bollocks.'
0:55:34 > 0:55:39If we're completely honest... it's been superb.
0:55:39 > 0:55:41It's been an absolute superb party.
0:55:44 > 0:55:48- # ALL:- I just can't look It's killing me... #
0:55:50 > 0:55:52We fucking pulled it off!
0:55:52 > 0:55:55Jen, we pulled it off. Obviously, I knew we would.
0:55:55 > 0:55:57We pulled it off in the first hour.
0:55:57 > 0:55:58- # ALL:- Jealousy
0:55:58 > 0:56:02# Turning saints into the sea
0:56:02 > 0:56:05# Swimming through sick lullabies
0:56:05 > 0:56:07# Choking on your alibis
0:56:07 > 0:56:12# Open up my eager eyes!
0:56:13 > 0:56:17# Cos I'm Mr Brightside. #
0:56:22 > 0:56:27# I never. #
0:56:29 > 0:56:32- TUNE OF: "No Limits" by 2 Unlimited: - # Da-da, da-da-da-da, da-da-da-da
0:56:32 > 0:56:34# Da-da, da, da, da, da
0:56:34 > 0:56:38# Da-da, da-da-da-da, da-da-da-da. #
0:56:38 > 0:56:42'We've started to get the beat going again. The mojo's coming back.
0:56:42 > 0:56:46'Let's get the job creation going and have a really good year.'
0:56:46 > 0:56:49I'm very optimistic for 2014. Very optimistic.
0:56:53 > 0:56:57It's Christmas!
0:56:57 > 0:56:59CHEERING Yeah.