0:00:02 > 0:00:04Are you aware now that's it's all free of charge?
0:00:04 > 0:00:06Your loft and your cavity walls insulated to the new standards.
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 > 0:00:15'I'm not interested, thank you.'
0:00:15 > 0:00:17'Sick of some of the scams, to be honest with you.'
0:00:17 > 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 > 0:00:28the only things being made are the cold calls we dread.
0:00:28 > 0:00:29'No, no, no.'
0:00:29 > 0:00:30'Stop bloody bothering me.'
0:00:30 > 0:00:32'I really don't want these calls,
0:00:32 > 0:00:34'especially not at seven o'clock in the evening.'
0:00:34 > 0:00:38Holding the reins is CEO Nev Wilshire.
0:00:39 > 0:00:44With over half of his sales agents under 25, Nev has developed a unique
0:00:44 > 0:00:47approach to keeping his young workforce on their toes.
0:00:47 > 0:00:50Sums up my management style?
0:00:50 > 0:00:52Get out of my office!
0:00:52 > 0:00:55The yawn at the back, get down!
0:00:55 > 0:00:58Probably Napoleon. Dictator.
0:00:58 > 0:01:00Tell her she's sacked, then.
0:01:00 > 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 > 0:01:09'Piss off.'
0:01:09 > 0:01:12Is it funny? No, this ain't funny now cos you could have broke it.
0:01:12 > 0:01:13I'm going to kill someone.
0:01:13 > 0:01:18..sex and success...
0:01:18 > 0:01:21Almost getting a little excited in my pants right now.
0:01:21 > 0:01:24Ooossh, ooosssh.
0:01:24 > 0:01:29..there's never a dull day when you work at this Swansea call centre.
0:01:29 > 0:01:31There's winners and there's losers and that's it.
0:01:35 > 0:01:38To be in charge of 700 people, sometimes it's daunting
0:01:38 > 0:01:41but I love it, absolutely love it.
0:01:43 > 0:01:46Welcome to Nev's world.
0:01:59 > 0:02:03It's Monday morning at Swansea's third largest call centre.
0:02:03 > 0:02:07- Steve. You all right? - Yeah, good, thanks, mate.
0:02:07 > 0:02:1053-year-old Nev Wilshire may be the commander-in-chief of
0:02:10 > 0:02:15a multi-million-pound cold-calling empire but, as always, he insists
0:02:15 > 0:02:19on meeting the latest batch of new recruits on their first day at work.
0:02:19 > 0:02:22Come on, then. Let's go, let's get in there. Time's money.
0:02:22 > 0:02:25Dave, get in here. Come on, Dave. Come and have a song.
0:02:27 > 0:02:31OK, people, are we all right? Are we all fed?
0:02:31 > 0:02:32Are we all happy?
0:02:33 > 0:02:38OK. Happy people sell, miserable bastards don't.
0:02:38 > 0:02:39Is that right?
0:02:39 > 0:02:41You sell with a smile on your face.
0:02:41 > 0:02:44Right, OK. Happy people sing, don't they?
0:02:44 > 0:02:47It lifts your spirits. You don't sing sat on your arse,
0:02:47 > 0:02:50you sing stood up to project your voice.
0:02:50 > 0:02:54Mr Brightside, The Killers, C sharp, here we go.
0:02:54 > 0:02:56MUSIC: "Mr Brightside" by The Killers
0:02:56 > 0:02:58On your feet. Let's go.
0:02:58 > 0:03:01And we go for this. There is no messing.
0:03:01 > 0:03:04# Coming out of my cage and I've been doing just fine
0:03:04 > 0:03:07# Gotta, gotta be down because I want it all
0:03:07 > 0:03:10# Started out with a kiss How did it end up like this?
0:03:10 > 0:03:14# It was only a kiss It was only a kiss... #
0:03:14 > 0:03:17'To be in charge of 700 people, sometimes it's daunting'
0:03:17 > 0:03:22but it's a challenge. You've got to motivate 700 people.
0:03:22 > 0:03:26It is the task. And I love it, absolutely love it.
0:03:26 > 0:03:30# ..his chest now He takes off her dress now
0:03:30 > 0:03:34# Let me go... #
0:03:37 > 0:03:39You can't sing with your hands in your pockets.
0:03:39 > 0:03:41'I would sack somebody for not singing.
0:03:41 > 0:03:44'I have sacked some...two people for not singing.'
0:03:44 > 0:03:49We have a motto here - happy people sell. Smile as you dial.
0:03:49 > 0:03:51You all right at the back?
0:03:52 > 0:03:57# Jealousy Turning saints into the sea
0:03:57 > 0:04:00# Swimming through sick lullabies
0:04:00 > 0:04:05# Choking on your alibis
0:04:05 > 0:04:07# But it's just the price I pay
0:04:07 > 0:04:10# Destiny is calling me
0:04:10 > 0:04:14# Open up my eager eyes
0:04:16 > 0:04:18# Cos I'm Mr Brightside. #
0:04:18 > 0:04:21OK, good effort. Good effort.
0:04:23 > 0:04:25'There's a lot of unhappy people'
0:04:25 > 0:04:29and it is my duty to get their heads up, to get them
0:04:29 > 0:04:33a little bit enthusiastic and put things back in perspective.
0:04:33 > 0:04:36Nev's passion for keeping his workforce happy doesn't stop at
0:04:36 > 0:04:41their professional life, it extends into their private lives too as
0:04:41 > 0:04:4425-year-old admin assistant Kayleigh Davies
0:04:44 > 0:04:46is about to find out.
0:04:46 > 0:04:48'Kayleigh's a lovely girl but unfortunately
0:04:48 > 0:04:50'she comes from Llanelli.
0:04:50 > 0:04:53'I think she didn't eat for six days'
0:04:53 > 0:04:55but push has come to shove,
0:04:55 > 0:05:00time's gone on and it is now time for me to sort it out.
0:05:00 > 0:05:03- Kayleigh.- Nev.- How are you?
0:05:03 > 0:05:08Bottom line, you've been a miserable bastard for the last couple of days.
0:05:08 > 0:05:10Not my fault, but, yes.
0:05:10 > 0:05:12I mean, this bloke was a complete bastard to you.
0:05:12 > 0:05:14Yeah.
0:05:14 > 0:05:15And you deserve better.
0:05:15 > 0:05:17I'd like to think so, yeah.
0:05:17 > 0:05:20I think so, but life is a bitch sometimes. OK?
0:05:20 > 0:05:21It's just adjusting though.
0:05:21 > 0:05:24But you've got to remember - S-W-S-W-S-W-N.
0:05:24 > 0:05:28- Some will, some won't. So what? Next.- OK.- All right?
0:05:28 > 0:05:32''Unfortunately she caught her boyfriend texting other girls.'
0:05:32 > 0:05:37She thought she'd found true love and is bitterly hurt.
0:05:37 > 0:05:42- You're not baking any more, are you? - No.- So why aren't you baking?
0:05:42 > 0:05:45I would made cakes for him every time he came home.
0:05:45 > 0:05:47- It was my kind of thing for him. - Lucky git, right.
0:05:47 > 0:05:52And now the person that he is with is making cakes for him.
0:05:52 > 0:05:57- It's...- The cow.- It's upset me a bit.- Upset you a lot.- Yeah.
0:05:57 > 0:06:00Yeah, you've downed tools and you don't bake any more?
0:06:00 > 0:06:04Her self esteem is through the floor at the moment but
0:06:04 > 0:06:06she's a nice girl, she's an attractive girl,
0:06:06 > 0:06:11she's got plenty going for her. She'd make somebody a lovely
0:06:11 > 0:06:14partner and I believe she would be faithful too.
0:06:14 > 0:06:16So you're going to get your happy head on,
0:06:16 > 0:06:20you're going to accept the boot up the arse that I'm going to give you.
0:06:20 > 0:06:23- OK.- Let's get your passion back for baking.
0:06:23 > 0:06:25OK.
0:06:25 > 0:06:29So let's go. Head up, shoulders back, tuck your arse in, let's go.
0:06:29 > 0:06:33Any single blokes here, I've got a desperate female.
0:06:35 > 0:06:37- Are you single?- No.
0:06:37 > 0:06:40Ah, OK, then. No, we've not... This room's crap.
0:06:40 > 0:06:42- Are you single?- Yep.
0:06:42 > 0:06:45Oh, a single boy. Give her a hug.
0:06:45 > 0:06:47Get in there. Hug, big hug.
0:06:47 > 0:06:50Anybody else need a big hug? Any single blokes need a hug?
0:06:52 > 0:06:54This is a young single female looking for a date.
0:06:54 > 0:06:57- I'm up for a date. - He's up for a date.
0:06:57 > 0:07:00I'm free this weekend, I'm free this weekend.
0:07:00 > 0:07:02Get up and give her a hug.
0:07:02 > 0:07:04Give her a hug. Let's just see if it's OK.
0:07:04 > 0:07:07Come on, Ash. Ash is single. Just see if she's huggable.
0:07:07 > 0:07:09I cannot believe you.
0:07:09 > 0:07:12Come on, Kayleigh.
0:07:12 > 0:07:14WORKERS: Aww!
0:07:14 > 0:07:16Hang on. Group hug. Group hug.
0:07:18 > 0:07:21- Was that nice? - I'm going to kill you.
0:07:21 > 0:07:22- You're going to kill me?- Yeah.
0:07:22 > 0:07:24Anybody single down here? Anybody need a hug?
0:07:24 > 0:07:28Single boy. You're not single, you lying git. You lecherous pervert.
0:07:30 > 0:07:32- Are you single?- Yes, why?
0:07:32 > 0:07:34Do you fancy Kayleigh? She needs a date.
0:07:34 > 0:07:37- What for?- For a date cos she's dumped, that's why.
0:07:37 > 0:07:40She got dumped? How come? Oh, no. Probably shouldn't ask that.
0:07:40 > 0:07:43- Yeah, you could.- No, OK. - How come you got dumped?
0:07:43 > 0:07:45I got cheated on.
0:07:45 > 0:07:48- That's a bastard. You would never cheat on her, would you?- No.
0:07:48 > 0:07:50He had to think, then.
0:07:50 > 0:07:52Yeah, he had to think. Let's go somewhere else.
0:07:52 > 0:07:56He can sometimes have banter with you, abuse you,
0:07:56 > 0:07:58in a funny way, but you don't know how to take it
0:07:58 > 0:08:00but you realise then,
0:08:00 > 0:08:03as time goes on, he's like it with everyone. That's just Nev, you know.
0:08:03 > 0:08:07It doesn't matter if you're male or female, 18 years old or 60 years
0:08:07 > 0:08:11old, his number one priority is if you're in here to work,
0:08:11 > 0:08:15he will try everything in his power to try and put a smile on your face.
0:08:15 > 0:08:17I'm trying hard here. You just weren't giving me anything.
0:08:17 > 0:08:19You haven't asked me what my type is
0:08:19 > 0:08:21and you don't seem to be picking my type.
0:08:21 > 0:08:23Well, I just assumed single bloke.
0:08:23 > 0:08:25No, I do have some sort of standards.
0:08:25 > 0:08:27Yeah, but they're pretty low.
0:08:27 > 0:08:31OK, judging by the last one, maybe, yes, but,
0:08:31 > 0:08:33you know, I am not that bad.
0:08:35 > 0:08:37Oh, I can't believe he's done that.
0:08:38 > 0:08:40I should have known, shouldn't I?
0:08:40 > 0:08:45He's not going to stop till he finds someone. He's that type of person.
0:08:45 > 0:08:47So I've got a long time for this to go, I think.
0:08:54 > 0:08:57Just a quick call. It's in regards to a refund you may
0:08:57 > 0:09:00be entitled to now for payment protection insurance.
0:09:00 > 0:09:05Nev's sales team makes roughly 1.5 million unsolicited calls a year
0:09:05 > 0:09:09with each agent making up to 200 calls a day.
0:09:09 > 0:09:13I'm calling about a refund you're now entitled to on PPI, yeah.
0:09:13 > 0:09:16'Can I just stop you there, I'm not interested,
0:09:16 > 0:09:18'I ain't got any PPI, never had any so...'
0:09:18 > 0:09:2290% of people I speak to don't realise it's on their policies.
0:09:22 > 0:09:24'Well, we've got none at all, I mean...'
0:09:24 > 0:09:26- You've paid your mortgage off have you?- 'Yes, we have.'
0:09:26 > 0:09:29OK, you could claim it back on your mortgage,
0:09:29 > 0:09:31have you taken your mortgage out after '98?
0:09:31 > 0:09:33- DIALLING TONE - How rude.
0:09:33 > 0:09:37The most effective way to guard against the barrage
0:09:37 > 0:09:41of cold calls that many of us hate is to register
0:09:41 > 0:09:43with the Telephone Preference Service.
0:09:43 > 0:09:47'Well, anybody's got the right to register'
0:09:47 > 0:09:51with Telephone Preference Services and we would totally respect that,
0:09:51 > 0:09:53but why would they?
0:09:53 > 0:09:57They'd miss out on our wonderful range of money-saving opportunities
0:09:57 > 0:10:00and products that can enhance their living
0:10:00 > 0:10:03and they'd miss out on speaking to Chickenhead.
0:10:03 > 0:10:05So you're not Mrs Booth, then, are you, no?
0:10:05 > 0:10:10'No, I'm not Mrs Booth, I'm Mrs... I'm Carol...whatever.
0:10:10 > 0:10:11'But I'm not Mrs Booth.'
0:10:11 > 0:10:14Ah, you sound like Mrs... LINE GOES DEAD
0:10:14 > 0:10:16I think it's quite funny when they hang up.
0:10:16 > 0:10:18I had an old lady once that... Saying that
0:10:18 > 0:10:21I hope I die and hope I get killed and that,
0:10:21 > 0:10:25and I thought that's pretty shocking from an older lady.
0:10:25 > 0:10:30I'm calling in regards to your property. Are you the homeowner?
0:10:30 > 0:10:32I have to put a phone voice on the way I speak.
0:10:32 > 0:10:34- Instead of saying phone, I'll say... - SHE ENUNCIATES:- "phone".
0:10:34 > 0:10:36Instead of saying don't, I'll say, "don't",
0:10:36 > 0:10:39and instead of saying calling I'll say, "calling".
0:10:39 > 0:10:42So I change my voice completely when I go on the phones.
0:10:42 > 0:10:46But sometimes even a posh voice isn't enough to bag a sale.
0:10:46 > 0:10:47LINE GOES DEAD
0:10:48 > 0:10:52Nobody likes my voice. Nobody likes my voice. End of.
0:10:52 > 0:10:55Hi, there, can I speak to a Mrs Wine, please?
0:10:55 > 0:10:57'No, she doesn't live here.'
0:10:57 > 0:11:00Oh, right. OK, well, this still might apply to yourself.
0:11:00 > 0:11:02LINE GOES DEAD Bleugh.
0:11:02 > 0:11:06Oh, I've been told to ... off a lot of times in the beginning.
0:11:06 > 0:11:10Well, in the beginning I was crying and everything, it's so horrible
0:11:10 > 0:11:14but you learn to man up and just to get on with it.
0:11:17 > 0:11:21Back in the training room, the new starters are learning to develop
0:11:21 > 0:11:25the thick skins they'll need to cope with life at the call centre.
0:11:25 > 0:11:28You know the rules. Don't yawn. Yawning's rude
0:11:28 > 0:11:31- when I'm speaking. Is that OK?- Yeah.
0:11:31 > 0:11:33And Nev is on hand to help them develop it.
0:11:36 > 0:11:39- Adam.- Hiya.
0:11:39 > 0:11:41- Are you ginger?- Yeah.
0:11:43 > 0:11:46Didn't anybody tell him we've got a gingerless policy?
0:11:46 > 0:11:49We're up to our full quota of gingers at the moment.
0:11:51 > 0:11:55There's nothing we can do about it. You're here now.
0:11:55 > 0:12:01One thing Napoleon had, right, was passion and belief and even
0:12:01 > 0:12:03when he'd been put in exile or, you know, had
0:12:03 > 0:12:08lost a battle, he believed that his army was the best
0:12:08 > 0:12:12ever, you know, invincible, and he believed, he had
0:12:12 > 0:12:19a passion for his cause and a passion for his country and I think
0:12:19 > 0:12:24if somebody works alongside me, they'll feel the passion.
0:12:24 > 0:12:27From being in central heating all my working life,
0:12:27 > 0:12:30I can identify any boiler that's been fitted out there
0:12:30 > 0:12:33since day one and tell you what it is and what its life expectancy
0:12:33 > 0:12:37is, so I've got to jump on everybody else that wants to do it, yeah?
0:12:37 > 0:12:39The guy that was doing it before me in Swansea,
0:12:39 > 0:12:44used to work for Swansea City Council. He could do three a day.
0:12:44 > 0:12:46I could do 12 to 15, OK?
0:12:46 > 0:12:50Cos proper planning prevents piss-poor performance.
0:12:52 > 0:12:55And so there's a yawn at the back! Get down.
0:13:00 > 0:13:02GIGGLING
0:13:02 > 0:13:05Stay awake. If you can stay awake, it would be great.
0:13:05 > 0:13:08Well, I mean they would have had good warning.
0:13:08 > 0:13:11Everybody tells them in training, "Don't yawn when Nev's
0:13:11 > 0:13:14"speaking or he will throw things at you," and whatever comes to hand
0:13:14 > 0:13:18whether it's a whistle or a pen or a pasty or a sausage roll or whatever,
0:13:18 > 0:13:21that is what's going to get winged across the room straight at them.
0:13:21 > 0:13:24'I always aim well above their heads so nobody gets damaged
0:13:24 > 0:13:27'but they've got to stay awake. They're not in school any more.'
0:13:27 > 0:13:31So here's an opportunity, people. Do you want to do three a day?
0:13:31 > 0:13:32No.
0:13:32 > 0:13:35Go and work for the council if you do. Don't work for me.
0:13:35 > 0:13:38You're not going to last.
0:13:39 > 0:13:41Aim high.
0:13:42 > 0:13:43Yeah?
0:13:43 > 0:13:45Go for it.
0:13:45 > 0:13:48My old sales manager used to say, "If you see a beautiful blonde at the
0:13:48 > 0:13:52"bar and you don't ask her out, guess what? She's not going out with you."
0:13:52 > 0:13:55Some of you are going to struggle. Some of you are not going to be here
0:13:55 > 0:13:58in a month's time and some of you
0:13:58 > 0:14:01are going to graft your way to success.
0:14:01 > 0:14:02And for those that do struggle,
0:14:02 > 0:14:05Nev will often refuse to give up on them.
0:14:05 > 0:14:07If you have this done, though,
0:14:07 > 0:14:10obviously you're going to notice a difference in your energy bills
0:14:10 > 0:14:12and in the property and it's absolutely free.
0:14:13 > 0:14:15Since leaving school at 16,
0:14:15 > 0:14:2023-year-old Hayley Pearce has only ever worked in call centres.
0:14:20 > 0:14:24But in the last few weeks she's been struggling to hit sales targets.
0:14:24 > 0:14:27If they don't make it on the phones, instead of throwing them out,
0:14:27 > 0:14:32everybody's good at something, if they really want it, then surely
0:14:32 > 0:14:36we can do something with them and it's a disappointment if we can't.
0:14:36 > 0:14:40So Hayley is a good example of somebody that
0:14:40 > 0:14:44we were struggling to find any shaped hole for her at all
0:14:44 > 0:14:46and then, all of a sudden, there it was.
0:14:49 > 0:14:53Determined to keep one of his longest serving employees, Nev
0:14:53 > 0:14:57has invited Hayley to take charge of the call centre tea trolley.
0:14:57 > 0:14:58I don't know, like, I love it strong.
0:14:58 > 0:15:01I've been to other call centres and none of them are like this.
0:15:01 > 0:15:03Do you know what I mean, like?
0:15:03 > 0:15:08I don't want to be stuck in a call centre all my life, you know,
0:15:08 > 0:15:11and I don't really want to be making tea for ever,
0:15:11 > 0:15:15but, you know, I'm happier and it's a good place to work, like, so...
0:15:16 > 0:15:18I don't know if I put sugar in but just...
0:15:18 > 0:15:20You might want to taste it.
0:15:20 > 0:15:22I'm stressed now, do you know what I mean?
0:15:22 > 0:15:25I don't know. Did I put sugar in?
0:15:25 > 0:15:28See, you're distracting me now. I didn't put sugar in.
0:15:28 > 0:15:30Hayley is just nuts.
0:15:30 > 0:15:33She can't turn up on time but you just can't sack Hayley.
0:15:33 > 0:15:37She'd keep coming back, for a start. You couldn't get rid of her.
0:15:42 > 0:15:45And today's no different, with Hayley late again.
0:15:46 > 0:15:50I always have this, running to work every morning. Have a sprint,
0:15:50 > 0:15:54out of breath, but I've not had my breakfast this morning now so...
0:15:56 > 0:15:58Let's go make some tea.
0:16:00 > 0:16:05Unfortunately, Hayley, like all employees, must clock in using
0:16:05 > 0:16:08an electronic fingerprint scanner.
0:16:08 > 0:16:12She's picked up her trolley and she's managed to come in 50 minutes late.
0:16:13 > 0:16:15Timekeeping is not her forte.
0:16:25 > 0:16:27I've had a gut's-full now.
0:16:27 > 0:16:33Hayley's constant pumping is taking its toll on her urns.
0:16:37 > 0:16:38It's not working again.
0:16:44 > 0:16:47Do you want me to try it out for you? Let me have a look.
0:16:47 > 0:16:50Today Nev has made the time to investigate
0:16:50 > 0:16:52the cause of Hayley's unhappiness.
0:16:52 > 0:16:54It's empty.
0:16:54 > 0:16:58Yeah, I know cos I just tipped it out.
0:16:58 > 0:17:01- You've broken it, Hale.- No, I haven't. That was broke ages ago.
0:17:01 > 0:17:03You've totally ballsed it up.
0:17:03 > 0:17:06Is this one working at all?
0:17:06 > 0:17:08It would help if it was filled up a bit.
0:17:11 > 0:17:13Give it a try, this one.
0:17:13 > 0:17:16There's only one man in my life and he's my world
0:17:16 > 0:17:18and that's my father but Nev would come... You know, he'll do.
0:17:18 > 0:17:23If you're stuck in life, he'll do. He'll help you out, he's a good man.
0:17:23 > 0:17:25And they don't want to see me sweating.
0:17:25 > 0:17:26All my pumping, all my energy.
0:17:26 > 0:17:29Well, they do. They're all talking about the way you sweat doing it.
0:17:29 > 0:17:33It's... It was turning Chickenhead on.
0:17:33 > 0:17:34Oh, my God.
0:17:43 > 0:17:46But it's not just Hayley's urns on Nev's mind.
0:17:46 > 0:17:51Tonight in Swansea Town Centre, he's hosting a speed dating event
0:17:51 > 0:17:53in honour of admin assistant Kayleigh,
0:17:53 > 0:17:56whose broken heart still needs fixing.
0:17:57 > 0:18:03I was in work actually and something wasn't right and I seen the emails
0:18:03 > 0:18:08then and I couldn't ring or text him because he didn't have signal
0:18:08 > 0:18:12so I could only get hold of him through Facebook. And I confronted
0:18:12 > 0:18:15him on Facebook and he admitted to it.
0:18:15 > 0:18:19And it's probably the worst thing I've ever felt
0:18:19 > 0:18:23and it's something that I never want to feel again.
0:18:23 > 0:18:26And he... There was no remorse there.
0:18:26 > 0:18:27He didn't care what he had done.
0:18:29 > 0:18:32I did love him. I did think he was the one for me...
0:18:34 > 0:18:36..but I must have been wrong.
0:18:38 > 0:18:40It's all about people. It's...
0:18:40 > 0:18:43The heart of the matter is the matter of the heart.
0:18:45 > 0:18:49Attending tonight's speed dating are some of the call centre's
0:18:49 > 0:18:50most eligible bachelors.
0:18:52 > 0:18:5623-year-old Springer has never had a serious girlfriend.
0:18:56 > 0:18:58What would you say? Come on, then?
0:18:58 > 0:19:01I'm just going to introduce myself, look into their eyes
0:19:01 > 0:19:04and hopefully that works.
0:19:04 > 0:19:05- Crack a joke or two.- Yeah.
0:19:05 > 0:19:08If they're laughing, there.
0:19:08 > 0:19:11Right there in the palm of your hand, son, yeah.
0:19:11 > 0:19:14If they're not laughing, just move onto the next one.
0:19:14 > 0:19:16- Pretend you farted, is it? - Yeah, pretend what you want.
0:19:16 > 0:19:19There's some lovely girls in the call centre but I'm not sure those
0:19:19 > 0:19:21are the ones that are going.
0:19:21 > 0:19:28Dwayne is charming, you know. He would try and charm the birds
0:19:28 > 0:19:33out of the trees, however, when he was a team leader,
0:19:33 > 0:19:37I mean, there were boasts and brags that certain people
0:19:37 > 0:19:41had shagged their way through their whole team. Well, not the blokes,
0:19:41 > 0:19:46I hope, but... I don't know. I don't know how he...which way he sways.
0:19:46 > 0:19:48Isn't there a mating dance for Dwayne?
0:19:48 > 0:19:50- We've seen it on a night out. - Mating dance.
0:19:50 > 0:19:52Well, no, no, no. Where he goes...
0:19:52 > 0:19:56# Ta-ta-ta-ta-ta-ta-ta-ta! #
0:19:56 > 0:20:00You know, and that thing... Yeah, the old...
0:20:00 > 0:20:01That's how he dances.
0:20:01 > 0:20:04Honestly, there is... This is no joke.
0:20:04 > 0:20:08- What about...? What about, though, dagger hands?- Oh.
0:20:08 > 0:20:10Where you're just throwing the daggers in.
0:20:10 > 0:20:12That's the main move. There's no...
0:20:12 > 0:20:15You can't pull a girl with the old...
0:20:15 > 0:20:2029-year-old single mum Lisa has her eye on fellow sales agent Shaun.
0:20:21 > 0:20:24If you could be any animal, what would you be and why?
0:20:27 > 0:20:28Come on, Shaun.
0:20:30 > 0:20:32That's a hard one there.
0:20:33 > 0:20:37You'd have to be a lion, wouldn't you, king of the jungle?
0:20:37 > 0:20:39I said lion. Top of the food chain
0:20:39 > 0:20:41and you can sleep with multiple people.
0:20:46 > 0:20:50Half the time you don't need Cilla Black out there. I mean,
0:20:50 > 0:20:54the more confident ones are at it like rabbits, I think.
0:20:54 > 0:20:58Dwayne has got a date kit. Not many of us have got date kits.
0:20:58 > 0:21:00I don't know if it's a South African thing
0:21:00 > 0:21:04but he's got a hamper in his house that's got plastic wine
0:21:04 > 0:21:08glasses in, a chilled bottle of wine constantly and...
0:21:08 > 0:21:09Champagne now, actually.
0:21:09 > 0:21:12And a blanket. Is it champagne now? You've upped the ante.
0:21:12 > 0:21:15You can't keep on with the same all the time, can you?
0:21:15 > 0:21:19So... And he's even got a blanket that he crosses his apartment,
0:21:19 > 0:21:22seven metres away from the beach and you go on the beach
0:21:22 > 0:21:25in the pissing-down rain is the best so then he can say,
0:21:25 > 0:21:27"Hey, let's go back to the apartment, hey?"
0:21:27 > 0:21:30So you get back there where he closes the deal.
0:21:30 > 0:21:33The guy's in sales, for God's sake, he knows what he's doing.
0:21:37 > 0:21:39With their shifts over for the day, Hayley
0:21:39 > 0:21:43and her friend Jenni erect a makeshift nail bar to help the call
0:21:43 > 0:21:48centre's single ladies look their best for tonight's speed dating.
0:21:48 > 0:21:50It's not going to be talking about...
0:21:50 > 0:21:52I don't know. Whatever speed dating is.
0:21:52 > 0:21:53Say you say things like,
0:21:53 > 0:21:56"Say a few things about yourself," is that what it is?
0:21:56 > 0:21:58Yeah. I think you ask them three questions
0:21:58 > 0:22:00and then choose who you like.
0:22:00 > 0:22:02I can't be arsed... That's why... I can't be arsed.
0:22:02 > 0:22:04I'm not thinking of questions and that.
0:22:04 > 0:22:05Let's face it, you're not going to
0:22:05 > 0:22:08meet your ... future husband at all, are you?
0:22:08 > 0:22:10- Is there any hotties going? - I don't know.
0:22:10 > 0:22:13Shaun's going, mind, who works with me, he's lovely.
0:22:13 > 0:22:17- Shaun?- Shaun? Shaun Ford. Plays rugby.
0:22:17 > 0:22:23He's a bit young for me, though. He's only 19 but, yeah,
0:22:23 > 0:22:25it's only an age.
0:22:25 > 0:22:28I don't know. Like, I don't know anyone who's going, to be honest.
0:22:28 > 0:22:31- Don't you? - I'm just going to get hammered.
0:22:31 > 0:22:34I'm not drinking a lot but I'm sure I'll have one or two.
0:22:34 > 0:22:36Loosen the mood.
0:22:36 > 0:22:41There's not many of them here that's not chavvy, to be honest,
0:22:41 > 0:22:45but, no, we'll see how it goes, innit? Hopefully meet someone nice.
0:22:45 > 0:22:48I'm not fussy, to be honest. Brown hair, blonde hair,
0:22:48 > 0:22:54ginger hair. Fat, thin, as long as they're tidy and respectful.
0:22:54 > 0:22:56This isn't a normal speed dating night.
0:22:56 > 0:22:59It's a Nev speed dating night so anything can happen.
0:23:05 > 0:23:10We're in the vault at a pub in Wine Street
0:23:10 > 0:23:12and it's speed dating night.
0:23:14 > 0:23:17Bet you're excited now.
0:23:17 > 0:23:19I've lined a couple of perspective punters up to come in her
0:23:19 > 0:23:25direction. That's punters. Yeah? Don't misspell that.
0:23:25 > 0:23:27And we are...
0:23:27 > 0:23:31I'm hopeful. I'm hopeful to get Kayleigh laid.
0:23:31 > 0:23:35I mean, you know, to find her a prospective boyfriend.
0:23:35 > 0:23:39NEV LAUGHS She's put on her war paint.
0:23:39 > 0:23:41I did, I made an effort.
0:23:41 > 0:23:45I've gone for smart casual. That's a safe bet.
0:23:45 > 0:23:47I don't want to dress too much
0:23:47 > 0:23:49and I don't want to dress too little.
0:23:50 > 0:23:51What?
0:23:51 > 0:23:55- I'm underwhelmed. Good effort, Kayleigh.- Thanks.
0:23:55 > 0:23:58- You're looking forward to this, aren't you?- Yeah, I don't know.- No.
0:23:58 > 0:23:59No.
0:24:02 > 0:24:05Tonight's speed dating may have been set up entirely to find
0:24:05 > 0:24:08Kayleigh a date but everyone else is keen to find love, too.
0:24:10 > 0:24:12OK, first things first. Music on, no machine.
0:24:12 > 0:24:16Hopefully my personality will be what they're more interested in.
0:24:16 > 0:24:19Every boy and girl will spend three minutes together.
0:24:19 > 0:24:23If they both mark "like" it's a match and a potential romance.
0:24:26 > 0:24:31OK, loads of you lot are moaning to me, "I can't find anybody nice."
0:24:31 > 0:24:33Half the time it's cos you're not nice yourself.
0:24:33 > 0:24:36Three, two, one, go.
0:24:36 > 0:24:38- My boobs have grown, though. - SHE LAUGHS
0:24:38 > 0:24:41I know a lot of the girls from Llanelli, they absolutely
0:24:41 > 0:24:43love the porn, don't they? You know what I mean?
0:24:43 > 0:24:47Personally, no. But, yes, I can see where you're coming from.
0:24:47 > 0:24:50- Do you put out on a first date? - Yeah.
0:24:50 > 0:24:53Time! BELL RINGS
0:24:53 > 0:24:55- Yeah, listen now, good luck. - Thank you.
0:24:55 > 0:24:58I've already gone past my favourite already.
0:24:58 > 0:25:00I know, you always save the best till last.
0:25:00 > 0:25:02I'll come back to yours again.
0:25:02 > 0:25:04Three, two, one.
0:25:04 > 0:25:05BELL RINGS
0:25:07 > 0:25:10Shaun, number four, hot.
0:25:10 > 0:25:13I think Dwayne, being the good salesman that he is,
0:25:13 > 0:25:16he's trying to butter up the customer. Dwayne is probably
0:25:16 > 0:25:20selling the benefits of being... "Hey, man, I'm South African, yeah."
0:25:20 > 0:25:21You know what he's saying.
0:25:21 > 0:25:24"You come out to Cape Town, I'll look after you."
0:25:24 > 0:25:27And he's throwing... He's coming up with the big guns.
0:25:27 > 0:25:31575 and then you've got council tax, you've got water, electricity,
0:25:31 > 0:25:34you've got all the other broadband and everything.
0:25:34 > 0:25:36By the time you've paid all the bills, it's like 900 quid.
0:25:36 > 0:25:40What's your plans for the next couple of weeks and months?
0:25:40 > 0:25:43I don't know. I just split up with the missus. Four-year relationship.
0:25:43 > 0:25:46- To be honest. - Are you on the rebound?
0:25:46 > 0:25:48I'm looking for one.
0:25:48 > 0:25:51- How old are you?- 25 next month. - 25, are you? You don't look it.
0:25:51 > 0:25:53You look quite young, to be honest.
0:25:53 > 0:25:57Yeah, a lot of people say that. How old do I look?
0:25:57 > 0:26:02- I couldn't say. Younger, younger. - Younger. That's a safe answer.
0:26:02 > 0:26:05Springer's easy charm has succeeded in bringing
0:26:05 > 0:26:07a smile to Kayleigh's face.
0:26:08 > 0:26:11He's doing his best. He's doing his best to get in there.
0:26:11 > 0:26:15Well done, Springer. You know, I think Kayleigh is interested.
0:26:15 > 0:26:16There's smiles all over her face.
0:26:16 > 0:26:20We're optimistic on Springer and Kayleigh.
0:26:20 > 0:26:23Three, two, one! BELL RINGS
0:26:24 > 0:26:30There's been one. There's been one but I'm not saying who.
0:26:30 > 0:26:34After nearly three hours of relentless flirting,
0:26:34 > 0:26:38the results are in but is Kayleigh Davies in the mix?
0:26:38 > 0:26:42Kayleigh Brookes you've won yourself a date and it's David Hoskins.
0:26:42 > 0:26:45Go and take him, he's your date.
0:26:45 > 0:26:46CHEERING
0:26:48 > 0:26:51Alex Evans, get off your arse.
0:26:51 > 0:26:55You've drawn the short straw with Christian Grace.
0:26:55 > 0:27:03Ah, come on. And Dwayne Bachelor with Kayleigh Davies.
0:27:03 > 0:27:05Get up here, Kayleigh, come on.
0:27:07 > 0:27:09Kayleigh, you've got Dwayne. Ah.
0:27:09 > 0:27:14Watch it. Thank you very much. Enjoy yourselves. Good night.
0:27:14 > 0:27:18There's plenty of food, plenty of drink, off you go. I've got to go.
0:27:18 > 0:27:20Bye-bye.
0:27:22 > 0:27:25Springer has lost out to office charmer Dwayne.
0:27:25 > 0:27:28- I think maybe we'll go on a date. - Possibly, yeah.
0:27:28 > 0:27:31Possibly, but I think we should have a drink first.
0:27:31 > 0:27:33- Yes, I think you're right. - Yeah?- Yeah.
0:27:33 > 0:27:35And then see what happens from that.
0:27:35 > 0:27:40Lisa, meanwhile, has succeeded in nabbing her romantic target Shaun.
0:27:40 > 0:27:42I'm ready to do some karaoke.
0:27:42 > 0:27:45# The first time
0:27:45 > 0:27:51# Ever I saw your face. #
0:27:59 > 0:28:02Where's Dwayne? Dwayne?
0:28:02 > 0:28:04You got two minutes?
0:28:04 > 0:28:05Yep.
0:28:07 > 0:28:09- How are you doing, Dwayne? It's good to see you again.- All right?
0:28:09 > 0:28:13Yeah. Come with Uncle Nev. We're going to have chats.
0:28:13 > 0:28:14All right.
0:28:14 > 0:28:17The morning after the speed dating and Nev is having second thoughts
0:28:17 > 0:28:19about the outcome of his matchmaking.
0:28:19 > 0:28:21So Kayleigh's looking for a nice bloke.
0:28:23 > 0:28:26And you're not a nice bloke to girls.
0:28:26 > 0:28:29Possibly, from back in the day.
0:28:29 > 0:28:31Back in the day, six months ago?
0:28:31 > 0:28:34No, not that long ago. No, longer than that.
0:28:35 > 0:28:37Yeah, OK.
0:28:37 > 0:28:44Now, Kayleigh is in a place where her boyfriend finished with her
0:28:44 > 0:28:46and her heart was broken
0:28:46 > 0:28:52and I would rather you tell her no now than break her heart again.
0:28:52 > 0:28:54- Erm...- She's in a vulnerable place.
0:28:54 > 0:28:57Exactly, you know, and...I know that now.
0:28:57 > 0:28:59Kayleigh is safe.
0:28:59 > 0:29:02I'm so pleased. I am so pleased that Kayleigh is safe.
0:29:02 > 0:29:03She is safe.
0:29:03 > 0:29:07There's a lot of other blokes out there. Watch out for them.
0:29:07 > 0:29:11It's just that she's put you down as hot. She's refused all that lot.
0:29:13 > 0:29:15That's nice to know.
0:29:15 > 0:29:17Well, I thought I'd bring that feeling down a couple
0:29:17 > 0:29:19of notches by explaining the circumstances behind it.
0:29:19 > 0:29:22It's right down there.
0:29:22 > 0:29:24- Thank you, Dwayne. - No problem at all, Nev.
0:29:28 > 0:29:31He said in no uncertain terms, "If you mess her about,
0:29:31 > 0:29:34"I'm going to throw you down the stairs."
0:29:34 > 0:29:37Which I found pretty funny
0:29:37 > 0:29:40but also quite scary, on the other hand, as well. I didn't want to
0:29:40 > 0:29:42get myself involved in that sort of set-up so I thought it
0:29:42 > 0:29:47was a good idea that I just call that one quits before it started.
0:29:47 > 0:29:52I think Dwayne has been around too much and Kayleigh is
0:29:52 > 0:29:59just too vulnerable at the moment to have Dwayne exploiting her.
0:30:00 > 0:30:04So I would rather somebody a little bit more staid,
0:30:04 > 0:30:08a little more stable in relationships than Dwayne.
0:30:09 > 0:30:11It's not my fault I'm good-looking, is it?
0:30:14 > 0:30:19- Hello.- Kayleigh, how are you? - I'm good, Nev, how are you?
0:30:19 > 0:30:23Nev has seen off Dwayne but for Kayleigh it doesn't end there.
0:30:23 > 0:30:25Oh, God, what are you doing?
0:30:25 > 0:30:27Just wait there two minutes, girl.
0:30:27 > 0:30:30He's bringing in a replacement.
0:30:30 > 0:30:31Oh, God.
0:30:34 > 0:30:35Ah, that's nice.
0:30:35 > 0:30:38You've moved up so he can have a chair next to each... Right next to
0:30:38 > 0:30:41each other. Move up, Springer, move. That's lovely.
0:30:41 > 0:30:42Isn't that nice there now?
0:30:42 > 0:30:44What a lovely couple.
0:30:44 > 0:30:49OK, so where would...? What would be your ideal first date?
0:30:49 > 0:30:51Take her to the football?
0:30:51 > 0:30:55- Well, see what she likes. Let her decide.- What do you like?
0:30:55 > 0:30:57She likes making cakes. You could be well in there.
0:30:57 > 0:31:01- I'm up for making cakes.- You could make cakes.- I'll have a go.
0:31:01 > 0:31:04- Something different, isn't it?- Yeah.
0:31:04 > 0:31:07- Cake-making at Springer's. - It's got quite a catch to it.
0:31:07 > 0:31:10It has. OK, so 10 o'clock Monday.
0:31:10 > 0:31:13Cake-making, Kayleigh.
0:31:13 > 0:31:16- Are we OK with that?- Yeah. - Sod off and make cakes.
0:31:18 > 0:31:21It's quite embarrassing, to be honest.
0:31:21 > 0:31:22Don't know what to say to her,
0:31:22 > 0:31:26but on the night I thought one of the other boys had a better
0:31:26 > 0:31:31chance with her, but I won her over in the end.
0:31:31 > 0:31:33She seemed a nice girl, pretty girl.
0:31:33 > 0:31:37So hopefully, touch wood, she carries on being nice.
0:31:37 > 0:31:41I only had a three-minute conversation with him.
0:31:41 > 0:31:44It's a bit hard for me to say exactly what I thought of him.
0:31:44 > 0:31:48Obviously, I did think he was good-looking but, yeah,
0:31:48 > 0:31:52he did seem like a nice guy from them three minutes.
0:31:52 > 0:31:55- INTERVIEWER:- Is three minutes enough?
0:31:55 > 0:31:58A three minute conversation? No.
0:32:05 > 0:32:07Nev was born and raised in Swansea
0:32:07 > 0:32:12and has been in business since he was 24.
0:32:12 > 0:32:16Yeah, I would say I'm a workaholic like my dad, yeah.
0:32:16 > 0:32:19And whether it's a good thing or not, it's just the way it is.
0:32:19 > 0:32:23And if you love your work, if you really enjoy what you do,
0:32:23 > 0:32:28it's so much a part of your life, erm, there's...
0:32:28 > 0:32:30it's such a great thing.
0:32:30 > 0:32:34You know, if you get up in the morning and hate your job
0:32:34 > 0:32:38and you really don't want to go to work, erm, because
0:32:38 > 0:32:42you hate the place, I've always said to new starters, just don't come in.
0:32:42 > 0:32:46Please go and find something else. I just want happy people there.
0:32:46 > 0:32:50Not just because happy people sell, I don't want it for them,
0:32:50 > 0:32:55cos there's so much more to life than being unhappy in your job.
0:32:58 > 0:33:04By 28, Nev was a millionaire, but at 38, his business went under.
0:33:04 > 0:33:09It was a horrible time, yeah. I wouldn't wish it on anybody.
0:33:09 > 0:33:14But a businessman in trouble is a lonely place to be.
0:33:14 > 0:33:18Yeah, it even contributed to the divorce so, erm...
0:33:20 > 0:33:24Yeah, it affected the kids, it affected lots of people's lives.
0:33:24 > 0:33:29Friends and family, close friends and family, it affects everybody. Erm...
0:33:32 > 0:33:34If I had my time again,
0:33:34 > 0:33:39you know, would I have been different? Well, I don't know.
0:33:39 > 0:33:44But divorce hurts and business failure hurts
0:33:44 > 0:33:49and, erm, it... it was a very, very difficult time.
0:33:51 > 0:33:55I mean, the day that the business went down,
0:33:55 > 0:33:58I lost a stone in a week, and I was still eating and still sleeping
0:33:58 > 0:34:01the same and I thought I was running a good race, and, you know,
0:34:01 > 0:34:04I had control of all my faculties, but I lost a stone like that.
0:34:06 > 0:34:08Could do with doing it again,
0:34:08 > 0:34:11but I don't want to be doing it in that fashion!
0:34:11 > 0:34:14Since losing his business 15 years ago,
0:34:14 > 0:34:17Nev has managed to turn things on their head.
0:34:19 > 0:34:22Today at his weekly staff meeting -
0:34:22 > 0:34:25affectionately known as a "shit sandwich" -
0:34:25 > 0:34:28Nev has some very exciting news to announce.
0:34:28 > 0:34:30Are we ready? Are we ready?!
0:34:30 > 0:34:32- ALL:- Yes!
0:34:32 > 0:34:34OK.
0:34:34 > 0:34:37Four years today, we started in that floor
0:34:37 > 0:34:39with eight people in the call centre.
0:34:39 > 0:34:42Today, we've bought the building.
0:34:42 > 0:34:45CHEERING
0:34:45 > 0:34:46Is that good news, or what?
0:34:48 > 0:34:51- Shall I dole out some shit now? - Yes, please!- OK.
0:34:51 > 0:34:54First of all, we've not only run out of forks,
0:34:54 > 0:34:56but spoons and knives, as well.
0:34:56 > 0:34:58LAUGHTER
0:34:58 > 0:35:02Please, please, will you stop robbing the cutlery?
0:35:04 > 0:35:09I can get you 20 knives for £1.70 in Booker's, OK?
0:35:09 > 0:35:12They're not expensive, please don't steal mine.
0:35:12 > 0:35:15What else? Even better news.
0:35:15 > 0:35:18Erm, over here, we have got...
0:35:18 > 0:35:21CHEERING
0:35:24 > 0:35:26Where's Hayley?
0:35:26 > 0:35:31- Out here.- No, no, Nev!- Yes, out here, out here. Your adoring public.
0:35:31 > 0:35:34CHEERING
0:35:38 > 0:35:42We've got Hayley-proof tea and coffee dispensers!
0:35:42 > 0:35:44CHEERING
0:35:44 > 0:35:49All we've got do is get a crash-proof trolley and we're done!
0:35:49 > 0:35:51Thank you. Thank you, everyone!
0:35:53 > 0:35:55Hayley Pearce.
0:35:55 > 0:35:59OK, thank you very much, everybody go back to work or go home.
0:36:04 > 0:36:09Honest to God, I nearly had a panic attack, I started crying.
0:36:09 > 0:36:12It's just cos I was just scared that everybody was going to look at me
0:36:12 > 0:36:15all at once, but I'm so happy and it's so lush, whoever did it.
0:36:15 > 0:36:19- Nev, it's like Christmas! - It is like Christmas.
0:36:19 > 0:36:22Honest to God, I started crying. I never get that nervous.
0:36:29 > 0:36:34Nev's empire is expanding, and there are jobs going at the call centre.
0:36:34 > 0:36:39Today, a local radio station is helping out on a recruitment drive.
0:36:39 > 0:36:41With nearly 10% unemployment in Swansea,
0:36:41 > 0:36:42there should be a good response.
0:36:42 > 0:36:45'So what should they bring with them, then?
0:36:45 > 0:36:46'Are you looking for a CV,'
0:36:46 > 0:36:48a well-dressed person, that sort of thing?
0:36:48 > 0:36:51Yeah, I mean, obviously, first impressions count. If someone
0:36:51 > 0:36:55could come down, bring a copy of their CV with them, we'll get them
0:36:55 > 0:36:59to fill out a quick application on arrival, and further to that, then,
0:36:59 > 0:37:02we'll get them interviewed straightaway.
0:37:02 > 0:37:05Generally, it's the category that's a stable extrovert.
0:37:05 > 0:37:08Got to have a little bit of glide in their stride,
0:37:08 > 0:37:12a little bit of confidence, and we'll draw the rest out of them.
0:37:12 > 0:37:14We do many of these outside broadcasts
0:37:14 > 0:37:16and we're in offices and shops and things like that.
0:37:16 > 0:37:20But this is one of the best atmospheres I think I've ever seen people work in.
0:37:20 > 0:37:24Yeah, I mean, it comes right the way from our CEO. He says that
0:37:24 > 0:37:28happy people sell and happy people work harder.
0:37:28 > 0:37:32That's something that we try and follow right the way
0:37:32 > 0:37:37throughout the company. We've got a good family bond from everyone that works with us.
0:37:37 > 0:37:41Brilliant stuff. So it starts at six o'clock tonight, people can come down until when?
0:37:41 > 0:37:45- Up until 9pm.- Lovely stuff. Thank you and good luck later on.
0:37:45 > 0:37:47No worries, thanks very much.
0:37:47 > 0:37:49Excellent. Do you guys want a coffee or anything?
0:37:49 > 0:37:52Oh... I'm all right, actually. Mike...?
0:38:00 > 0:38:06It's early days, but Hayley's new urns have transformed her tea round.
0:38:06 > 0:38:10Unfortunately, today, she has a new problem.
0:38:10 > 0:38:12Someone nicked our tea bags, I think.
0:38:16 > 0:38:17We had loads here yesterday.
0:38:20 > 0:38:24- Jen, where's all the tea bags gone? - I don't know.
0:38:24 > 0:38:26I honestly actually haven't got a clue.
0:38:26 > 0:38:28'She takes the tea and coffee so seriously.'
0:38:28 > 0:38:31Anyone touches her trolley, she goes on a mad one. And when they
0:38:31 > 0:38:36wind Hayley up, and she's so wound up, there's no unwinding her.
0:38:36 > 0:38:41Nev's "happy people sell" mantra means pranks and japes are used to
0:38:41 > 0:38:45encourage sales on the floor, but sometimes the pranks can go too far.
0:38:45 > 0:38:50I'm going to go mad, I am. Right, sod it. Guys, where's the tea bags?
0:38:50 > 0:38:51Hayley, I'm parched.
0:38:51 > 0:38:53I'm parched!
0:38:55 > 0:38:58Guys, where's the tea bags? This ain't funny now.
0:38:58 > 0:39:00I'm just going to sit here and say, "Sorry, Nev, I can't work today."
0:39:00 > 0:39:04Well, obviously, I can't, can I? I haven't got any tea bags, so...
0:39:04 > 0:39:07I swear to God, whoever has got the tea bags...
0:39:07 > 0:39:11She isn't to be crossed, she has got a short fuse, and I think
0:39:11 > 0:39:13if you get on the wrong side of her,
0:39:13 > 0:39:15you could have a soggy, cold tea bag thrown at you.
0:39:15 > 0:39:19Hayley's heard whispers that shift manager Twe may have
0:39:19 > 0:39:21something to do with her missing tea bags.
0:39:21 > 0:39:24I don't care how important this meeting is,
0:39:24 > 0:39:27if you've hidden my tea bags, I have to storm in, don't I?
0:39:27 > 0:39:29Go, Hayley, go!
0:39:33 > 0:39:36- Think it's funny hiding the tea bags, do you?- What are you on about?
0:39:36 > 0:39:38I swear I haven't taken your tea bags.
0:39:38 > 0:39:41Look at me - I'm being deadly serious - I have not.
0:39:41 > 0:39:42Why would they say that, then?
0:39:42 > 0:39:45I don't know, but I haven't taken your tea bags. All right?
0:39:45 > 0:39:47- Sorry!- That's all right.
0:39:47 > 0:39:51- I have taken her spoons and sugar.- Yeah?
0:39:51 > 0:39:55Yeah. Scott took her tea bags, but I told the truth!
0:39:55 > 0:39:57Everyone's just going to have coffee today, guys, right,
0:39:57 > 0:40:01and when Twe comes out, just shout at him, right?
0:40:01 > 0:40:04It's coffee all day now. Sorry, tea lovers.
0:40:04 > 0:40:07A joke's a joke, funny, ha-ha, but I need them back now.
0:40:07 > 0:40:10No, I do, though. I need them back to do the job, otherwise the longer
0:40:10 > 0:40:14I'm hanging around, the longer I ain't doing everyone, do you get me?
0:40:14 > 0:40:16So I need them! Where are they?!
0:40:19 > 0:40:23Across town from the call centre is Springer's mum's house,
0:40:23 > 0:40:26where he and Kayleigh are ready for their bake-a-cake date.
0:40:28 > 0:40:30Are you happy to do this as a first date?
0:40:30 > 0:40:34Yeah, it's not something you'll ever forget, I don't think.
0:40:40 > 0:40:44- I'm very particular about my cakes. - Are you?- Yeah.
0:40:44 > 0:40:46They've got to look perfect.
0:40:46 > 0:40:49Is this sexy, me stirring this?
0:40:49 > 0:40:51With the pinny, yes.
0:40:51 > 0:40:54If you didn't have a pinny on, I don't think you'd pull it off.
0:40:54 > 0:40:58It's nice to be on the receiving end of it.
0:40:58 > 0:40:59I'm good at receiving. I am.
0:40:59 > 0:41:02SHE LAUGHS
0:41:04 > 0:41:07- Do you want me to...? - Go on, you...- Spoon it out.
0:41:10 > 0:41:14I think Nev will try and do this with a lot more people now that
0:41:14 > 0:41:18he's had success, and I think, on a personal note, I think he'd be happy
0:41:18 > 0:41:22to know that, you know, he's made me smile, he's cheered me up
0:41:22 > 0:41:27and he's helped me find someone nice as well. So we'll just have to see.
0:41:27 > 0:41:29You can lick that, can't you? I'm not going to.
0:41:29 > 0:41:32- You can lick it, yeah. It's fine. - No, I'm not going to.- Are you sure?
0:41:32 > 0:41:35I don't mind. I won't judge, mind. I don't mind.
0:41:44 > 0:41:48At the call centre, Hayley has now spent 32 minutes
0:41:48 > 0:41:51searching for her missing spoons and tea bags.
0:41:51 > 0:41:53Right, I can take a practical joke for about ten minutes.
0:41:53 > 0:41:55Any longer... You're taking the piss now.
0:41:55 > 0:41:56Who's got them?!
0:41:58 > 0:42:01I haven't put them there. I never put them there!
0:42:01 > 0:42:03I didn't know they were there! How did I know they were there?
0:42:03 > 0:42:06- How did I know they were underneath there?- Course you did, you all knew!
0:42:06 > 0:42:09Hayley, you dropped your spoons and your sugar.
0:42:10 > 0:42:12Like, if it went on for 10 or 15 minutes,
0:42:12 > 0:42:15I wouldn't have minded that, I would have laughed at it, but was it
0:42:15 > 0:42:20just me or did it go on for a bit longer than it should have?
0:42:20 > 0:42:21Now I'm behind time.
0:42:21 > 0:42:24Everyone who's in on it won't have a cup of tea.
0:42:27 > 0:42:29'Lee has gone and blocked her tea and coffee machines,
0:42:29 > 0:42:32'so she won't be able to get anything out.'
0:42:32 > 0:42:35I think that'll tip her over the edge, if I'm honest.
0:42:42 > 0:42:46This ain't funny. This ain't funny now, cos he could have broke it.
0:42:46 > 0:42:48Someone's put paper towels up there.
0:42:48 > 0:42:52That's shocking, that. That should not... No, that's bad.
0:42:52 > 0:42:54No, guys, this is bad, this is, now.
0:42:58 > 0:42:59She's a little bit upset.
0:42:59 > 0:43:02Yeah, I think she's got steam coming out of her ears.
0:43:02 > 0:43:04You and Hayley are starting to get along quite nice,
0:43:04 > 0:43:07now you're just... you're just ruining things.
0:43:07 > 0:43:10Well, it keeps me entertained, keeps you guys entertained,
0:43:10 > 0:43:13and I think all the guys will think it's quite funny on the phone.
0:43:13 > 0:43:15One person not amused is Hayley,
0:43:15 > 0:43:19who's gone to complain to her line manager, Dave.
0:43:19 > 0:43:21What's happening, buddy?
0:43:21 > 0:43:25Erm, really, it's just Hayley. They've taken it a stage too far.
0:43:25 > 0:43:27What have they done?
0:43:27 > 0:43:29- You know what.- What, block the...? - Blocking the....
0:43:29 > 0:43:32- No, they're fine, it's working. - No, but she's getting wound up.
0:43:32 > 0:43:34Yeah, I know she is.
0:43:34 > 0:43:37Yeah, but it's effectively becoming...bullying.
0:43:37 > 0:43:38Oh, it's not!
0:43:38 > 0:43:42No, but when she comes off there in tears, then, yeah.
0:43:42 > 0:43:45- What, so she's upset?- She's just getting fed up
0:43:45 > 0:43:48because people have hidden things from her
0:43:48 > 0:43:51and gone through everything, and really, I don't know who it was.
0:43:51 > 0:43:53Everything's sorted.
0:43:53 > 0:43:56It was a couple of us. I done spoons.
0:43:56 > 0:43:59It's going to have to be, chilled, take it easy.
0:43:59 > 0:44:00All right, Dave.
0:44:00 > 0:44:03You're having fun, but it's gone that stage too far
0:44:03 > 0:44:05and of course it's going to...
0:44:05 > 0:44:07If you send her in, I'm sure that me,
0:44:07 > 0:44:10Thias and Lee will all apologise to her.
0:44:10 > 0:44:14- No worries.- All right? - All right, cheers.
0:44:14 > 0:44:18The guy who manages her has said it could be perceived as bullying.
0:44:18 > 0:44:22He just wants us to tone it down a little bit, so just...
0:44:23 > 0:44:27Just don't go swapping the salt with sugar, or anything like that.
0:44:27 > 0:44:31- It's a joke. Everything's fine, it's a joke.- Taking it a bit far.
0:44:31 > 0:44:34- How's it taking it too far? - Blocked up with paper towels.
0:44:34 > 0:44:36- Well, I didn't know that. - See?- And I didn't do it.
0:44:36 > 0:44:38They could have been broken and imagine that.
0:44:38 > 0:44:40Well, they're not broke.
0:44:40 > 0:44:41No, leave me alone.
0:44:41 > 0:44:44Well, I'm sorry you're really wound up.
0:44:45 > 0:44:50I think she's just not taking it as well of a joke as we thought.
0:44:50 > 0:44:53Jenni's sitting there laughing.
0:44:53 > 0:44:56What, did you really think that she'd go that nuts?
0:44:56 > 0:44:58I told you it was going to end sour.
0:44:58 > 0:45:02Having friendly banter that can motivate everyone, including
0:45:02 > 0:45:05Hayley, into having a laugh...
0:45:05 > 0:45:07Some people see the funny side of things,
0:45:07 > 0:45:08some people don't, so never mind.
0:45:21 > 0:45:25This morning's radio shout-out has had the desired effect.
0:45:25 > 0:45:28Many potential new sales agents have turned up, hoping to land
0:45:28 > 0:45:30a job at the call centre.
0:45:30 > 0:45:33You are right. I am a arsehole.
0:45:34 > 0:45:37Just the way he's looking at me, you know.
0:45:37 > 0:45:40Once they've filled out an application form,
0:45:40 > 0:45:42they'll be interviewed by Nev.
0:45:42 > 0:45:46Good-looking Welsh girl coming through. Can she have a job?
0:45:46 > 0:45:47Yes, she can have a job.
0:45:47 > 0:45:50OK. OK.
0:45:50 > 0:45:53Can she have a job? Yep?
0:45:53 > 0:45:56Fancy an all-nighter on this? Do you fancy this team?
0:45:56 > 0:46:02- Can she have a job?- Yeah. Think so.
0:46:02 > 0:46:04Is she all right for a job?
0:46:04 > 0:46:07- Can she have a job? - How old are you?
0:46:07 > 0:46:09- 18.- You're 18, are you? What's your name?- Charlotte.
0:46:09 > 0:46:11- Charlotte.- Correct.- My name's Steve. Nice to meet you.
0:46:11 > 0:46:13Don't worry about him, he's just trying to
0:46:13 > 0:46:17assess your confidence levels by walking you up and down.
0:46:17 > 0:46:19- And see if any of the boys fancy you.- Yeah.
0:46:19 > 0:46:21- I'm trying to set you up here. - Oh, good.
0:46:21 > 0:46:24All right. Where's HR?
0:46:24 > 0:46:28The HR department, I mean,
0:46:28 > 0:46:32they don't sometimes despair of me, I think they totally despair of me.
0:46:32 > 0:46:35- Charlotte, this is Jordan. - Hi.- Handsome boy, isn't he?
0:46:35 > 0:46:37- He is handsome. - Handsome boy, you know.
0:46:37 > 0:46:39'They're trying to do a job, aren't they?
0:46:39 > 0:46:42'Just trying to cover my arse.'
0:46:42 > 0:46:44Bless their hearts.
0:46:44 > 0:46:46- Do you fancy working here? - I fancy working here.
0:46:46 > 0:46:49- Bunch of nutters, aren't they? - Yeah, but I'd fit in.
0:46:49 > 0:46:52- Would you?- Yeah.- Have a job then.
0:46:52 > 0:46:54As easy as that.
0:46:54 > 0:46:56You know, they go through all this interview process
0:46:56 > 0:46:59when all they've gotta do is walk up and down the sales floor
0:46:59 > 0:47:01asking, "Can she have a job?"
0:47:02 > 0:47:04You OK? Yeah, I'm fine.
0:47:04 > 0:47:07OK. Get out, then! Go on, get out!
0:47:08 > 0:47:10- Out.- This is torture.
0:47:10 > 0:47:12THEY LAUGH
0:47:17 > 0:47:21Oh, what a character. That's all I can say, really. Such a character.
0:47:21 > 0:47:23No, he's a great guy. Seems really cool.
0:47:23 > 0:47:25I hope. Unless it carries on.
0:47:29 > 0:47:31- Can he have a job?- Yeah.
0:47:31 > 0:47:33You haven't even looked at him. He's a handsome boy.
0:47:33 > 0:47:35Can he have a job, Stace?
0:47:35 > 0:47:37Er, yeah.
0:47:37 > 0:47:38- Can he have a job?- Yeah.
0:47:38 > 0:47:42There you go. Look up, then.
0:47:42 > 0:47:44Can this bloke have a job?
0:47:44 > 0:47:45Yeah, he looks nice enough.
0:47:45 > 0:47:48Joe is gay.
0:47:48 > 0:47:50He's not. He's got kids, really.
0:47:50 > 0:47:52Yeah? I have kids?
0:47:52 > 0:47:53No.
0:47:57 > 0:48:00You've spelt "consistently" wrong.
0:48:00 > 0:48:04"I've excellent social and team working skills from my previous..."
0:48:04 > 0:48:06Laboratory education.
0:48:06 > 0:48:10Lavatory experience. Have you been in sales before?
0:48:10 > 0:48:11Never.
0:48:11 > 0:48:13Think you can do it?
0:48:13 > 0:48:15I don't know.
0:48:15 > 0:48:18I believe I could if I tried.
0:48:18 > 0:48:20And I'd be quite willing to try.
0:48:20 > 0:48:21All right. OK.
0:48:23 > 0:48:25I'll give you a try.
0:48:25 > 0:48:26Thank you very much.
0:48:27 > 0:48:29Well done.
0:48:29 > 0:48:3210 o'clock on Tuesday.
0:48:32 > 0:48:34You need to be in there before ten,
0:48:34 > 0:48:37so get there about ten to ten on Tuesday.
0:48:37 > 0:48:38I can be there for nine, half nine?
0:48:38 > 0:48:41No, you'll be sitting down slurping all the tea
0:48:41 > 0:48:43and coffee that's going, then.
0:48:43 > 0:48:45I'm not much of a coffee or tea drinker, to be honest.
0:48:45 > 0:48:47OK.
0:48:48 > 0:48:52Good, OK. Ten to ten over there in the canteen on the first floor.
0:48:52 > 0:48:54OK. All the best, son.
0:48:58 > 0:49:01I don't know, I think that's a 50/50. I'll give him a crack.
0:49:02 > 0:49:07People are going to shout at me about that one, again.
0:49:07 > 0:49:12"I put 100% into every job I'm given and push myself at every
0:49:12 > 0:49:14"given opportunity within a company."
0:49:14 > 0:49:16Sounds bollocks to me.
0:49:16 > 0:49:17SHE LAUGHS
0:49:19 > 0:49:21It does, doesn't it?
0:49:21 > 0:49:22It's not honest.
0:49:22 > 0:49:25It's not? You really are good.
0:49:25 > 0:49:26So, would you like a job?
0:49:26 > 0:49:28Yes, please.
0:49:28 > 0:49:31She said, "Yes, please." Does it every time, doesn't it?
0:49:31 > 0:49:35OK, I know you've written an awful lot of stuff down here which
0:49:35 > 0:49:40I haven't really looked at or read but start Tuesday.
0:49:40 > 0:49:41- You OK to start Tuesday?- Yeah.
0:49:41 > 0:49:4610 o'clock on Tuesday then and you're looking good.
0:49:46 > 0:49:49- OK.- Excellent. - Thanks very much. Thank you.
0:49:49 > 0:49:51Thank you very much, well done.
0:49:51 > 0:49:53Thank you. Can I take the coffee with me?
0:49:53 > 0:49:55Help yourself, of course you can.
0:49:58 > 0:50:00- Excellent. Thanks, Danielle. - Thanks very much.
0:50:00 > 0:50:03Now you can get out. Go on. Out! Out! Get out!
0:50:04 > 0:50:06- Thanks, Danielle.- Thank you.
0:50:06 > 0:50:08Bye-bye. See you Tuesday.
0:50:12 > 0:50:14HE LAUGHS
0:50:16 > 0:50:17What's the matter, Matt?
0:50:17 > 0:50:19I just love my job, Nev.
0:50:19 > 0:50:21NEV LAUGHS
0:50:25 > 0:50:27Where's my next victim?
0:50:35 > 0:50:38Having spent the afternoon baking, Kayleigh and Springer have
0:50:38 > 0:50:42brought in their lovingly crafted bundle of joy to show Nev.
0:50:42 > 0:50:45- The cake-making went all right, then? - Yeah, it went well.
0:50:45 > 0:50:48Cos Kayleigh was just saying that you're a good snogger.
0:50:48 > 0:50:50Erm, I don't remember that.
0:50:53 > 0:50:54What?
0:50:54 > 0:50:58I should really learn not to tell you ANYTHING from now on.
0:50:58 > 0:51:00- I'm pleased for you both.- Yeah?- Yeah.
0:51:02 > 0:51:04It was his idea to design it like this.
0:51:06 > 0:51:08What do you reckon, Nev?
0:51:08 > 0:51:10A heart. Heart, Springer.
0:51:12 > 0:51:16Do you want to tell him about your other romantic gesture that you did?
0:51:16 > 0:51:17- Yeah. Erm...- Go on, then.
0:51:19 > 0:51:22Remember the film Ghost, with the pottery
0:51:22 > 0:51:25and he went behind her and moulded the pots?
0:51:25 > 0:51:28Ah, yeah, yeah. You didn't do that?
0:51:28 > 0:51:31Well, I played Ghost, the theme music, in the background and I
0:51:31 > 0:51:33went behind her like this
0:51:33 > 0:51:37and we spread icing together on the cake.
0:51:37 > 0:51:40How lovely. I bet you loved that, didn't you?
0:51:40 > 0:51:43You were right up for that one, weren't you?
0:51:43 > 0:51:45I was, actually.
0:51:45 > 0:51:47HE LAUGHS
0:51:47 > 0:51:50Ah, gosh. You're in love, aren't you?
0:51:50 > 0:51:53You're in love already! You are.
0:51:53 > 0:51:54- No, no, no.- You're smitten.
0:51:54 > 0:51:56I'm not in love, I'm not smitten.
0:51:56 > 0:51:59- You're smitten.- I'm just happy. - Are you?- Yes.
0:51:59 > 0:52:01Oh, well, it's nice to see you happy.
0:52:01 > 0:52:04It only cost me 500 quid to do the speed dating night.
0:52:04 > 0:52:07- Paid off, though, hasn't it? - To get you laid.
0:52:07 > 0:52:10Not to get me laid. We've talked about this.
0:52:10 > 0:52:13That was not the aim of it.
0:52:13 > 0:52:15No. OK. Shall we take it out to the call centre, then?
0:52:15 > 0:52:16Give everybody a piece.
0:52:16 > 0:52:18- If you want.- Come on, then.
0:52:20 > 0:52:21Is it safe to carry that?
0:52:21 > 0:52:22Oh, trust me.
0:52:26 > 0:52:28Whoa!
0:52:28 > 0:52:31Do not drop the cake. Please don't drop the cake.
0:52:32 > 0:52:34OK, does anybody want a piece of cake?
0:52:34 > 0:52:35Springer's cooking.
0:52:38 > 0:52:40Look at it. And it's even got a heart.
0:52:43 > 0:52:46A heart with the Maltesers, that's what they've made.
0:52:46 > 0:52:49He's like Cilla Black, isn't he? You are like Cilla Black, Nev.
0:52:49 > 0:52:52That's what we should call you from now on, Cilla Black.
0:52:52 > 0:52:54Why, because I can sing?
0:52:54 > 0:52:55Cos like, the date went well
0:52:55 > 0:52:58and I can see there's a bit of chemistry.
0:52:58 > 0:53:00It's lust.
0:53:00 > 0:53:02Lust, love, same thing.
0:53:02 > 0:53:05Kayleigh Davies there is in lust.
0:53:05 > 0:53:08See what happens. Obviously we'll keep in touch and
0:53:08 > 0:53:11hopefully plan another date, is it?
0:53:11 > 0:53:12Yep, I think so.
0:53:12 > 0:53:15I enjoyed it anyway. Nice.
0:53:26 > 0:53:28LAUGHTER
0:53:29 > 0:53:31Make sure I look good.
0:53:35 > 0:53:37Rawr.
0:53:43 > 0:53:45- Hiya, Kayleigh.- Nev.
0:53:45 > 0:53:46Yes! Are you still my friend?
0:53:46 > 0:53:49I haven't decided yet. What else have you done?
0:53:49 > 0:53:51- What else have I done? - Yeah.- Nothing.
0:53:51 > 0:53:53No, are you sure?
0:53:53 > 0:53:57- Two weeks ago you were a miserable bastard.- Yeah.
0:53:57 > 0:54:01And now look at that smile, it says it all.
0:54:04 > 0:54:06- What?- I can't believe you.
0:54:06 > 0:54:09There's no need to thank me, no need at all.
0:54:12 > 0:54:15Do you embarrass him as much as you embarrass me?
0:54:15 > 0:54:17Embarrass him a bit, but not as much.
0:54:17 > 0:54:19Nowhere near as much as I embarrass you, no.
0:54:19 > 0:54:21Thought so.
0:54:21 > 0:54:23But you are happy now, aren't you?
0:54:23 > 0:54:26SHE LAUGHS
0:54:26 > 0:54:28I am a lot happier, yes.
0:54:28 > 0:54:32Yes! She's happy! There we are.
0:54:32 > 0:54:36Well done, Kayleigh. You've done very well in not cocking it up thus far.
0:54:36 > 0:54:38Thank you very much.
0:54:38 > 0:54:42- Keep up the good work.- I'll try. - Don't wear him out.
0:54:42 > 0:54:44- Bye, Kayleigh.- Bye, Nev.
0:54:46 > 0:54:48HE LAUGHS
0:54:48 > 0:54:50That laugh says it all.
0:54:52 > 0:54:55He's awful, absolutely awful.
0:54:56 > 0:55:00Next time, the search is on for the call centre's finest voice.
0:55:00 > 0:55:04# Guide me O, thou great Jehovah... #
0:55:04 > 0:55:07It's a load of gibberish, it ain't even real words.
0:55:07 > 0:55:09It all gets too much for one cold caller.
0:55:09 > 0:55:12# Should I stay or should I go... #
0:55:13 > 0:55:15I just keep on with that anxiety to the point where
0:55:15 > 0:55:17I can't sleep and things.
0:55:17 > 0:55:19And sales agent George...
0:55:19 > 0:55:21He is introverted and somewhat geeky.
0:55:21 > 0:55:23..struggles to close the deal.
0:55:23 > 0:55:27- Did you want to give George a snog to send him on his way?- No!
0:55:46 > 0:55:49Subtitles by Red Bee Media Ltd