0:00:02 > 0:00:05It is free of charge to have your loft and cavity walls
0:00:05 > 0:00:07insulated to the new standards.
0:00:07 > 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'I'm not interested, thank you.'
0:00:14 > 0:00:17'I think it's all a scam, to be honest with you.'
0:00:17 > 0:00:19They are the factories of our time.
0:00:20 > 0:00:24But here, at the third largest call centre in Swansea,
0:00:24 > 0:00:27the only things being made are the cold calls we dread.
0:00:27 > 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'and certainly not at 7pm.'
0:00:34 > 0:00:37Holding the reins is CEO, Nev Wilshire.
0:00:38 > 0:00:43With over half of his sales agents under 25, Nev has developed
0:00:43 > 0:00:47a unique approach to keeping his young workforce on their toes.
0:00:47 > 0:00:50Sums up my management style.
0:00:50 > 0:00:51HE SHOUTS: Get out of my office!
0:00:51 > 0:00:54There's a 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 > 0:01:01..but his troops loved him.
0:01:01 > 0:01:03He's awful, absolutely awful.
0:01:03 > 0:01:07'And with a sales floor simmering with stress...'
0:01:07 > 0:01:08'Piss off.'
0:01:08 > 0:01:12This ain't funny - 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 > 0:01:15- '..sex...'- Rarr.
0:01:17 > 0:01:19'..and success...'
0:01:19 > 0:01:21Almost getting a little excited in my pants right now.
0:01:21 > 0:01:24Ohh, sss! Ohh, sss!
0:01:24 > 0:01:29'..there's never a dull day when you work at this Swansea call centre.'
0:01:29 > 0:01:32There's winners and there's losers, and that's it.
0:01:32 > 0:01:35CHEERING
0:01:35 > 0:01:38To be in charge of 700 people, sometimes it's daunting,
0:01:38 > 0:01:41but, er, I love it - I absolutely love it.
0:01:44 > 0:01:46Welcome to Nev's world.
0:01:56 > 0:01:59Well, hello, my name is Ania Rushton.
0:01:59 > 0:02:02I'm one of the local grants advisors for the area there.
0:02:02 > 0:02:04Are you aware now that it's all free of charge to have your
0:02:04 > 0:02:08loft and your cavity walls insulated to the new standards?
0:02:08 > 0:02:10You haven't had that done yet, have you, Mrs Lockett?
0:02:10 > 0:02:14The Welsh call centre industry is holding a competition to find
0:02:14 > 0:02:16the nation's finest voice.
0:02:16 > 0:02:19We've entered The Voice Of The Welsh Call Centre competition,
0:02:19 > 0:02:24so all call centres in Wales can put somebody forward to, er,
0:02:24 > 0:02:28if they've got nice voices, whether masculine or sexy female
0:02:28 > 0:02:31or whatever it is, and er, the winner will have their face
0:02:31 > 0:02:34on the side of a bus advertising Welsh call centres.
0:02:36 > 0:02:38- Nev?- What? What now?!
0:02:38 > 0:02:41Don't bite my head off, but I've only come for two seconds
0:02:41 > 0:02:43to have advice off of you, because I'm auditioning now
0:02:43 > 0:02:48for The Voice Of The Welsh Call Centre, and I want you to give me
0:02:48 > 0:02:51a couple of tips on how I can make my voice more commanding,
0:02:51 > 0:02:54cos everyone listens to you - you know,
0:02:54 > 0:02:57you've got that big, powerful, massive voice.
0:02:57 > 0:03:00What's... What's the most fundamental thing you can do?
0:03:00 > 0:03:01Be yourself.
0:03:01 > 0:03:04- Smile. - Oh, yeah, smile while you dial.
0:03:04 > 0:03:07Your voice changes, your pitch changes, your enthusiasm changes.
0:03:07 > 0:03:09You know, you think of something that really makes you laugh,
0:03:09 > 0:03:12I'm just thinking of my brother losing his hair again... HE CHUCKLES
0:03:12 > 0:03:17- ..there it is again, all right, so... - Yeah.- You enthuse, you're cheery,
0:03:17 > 0:03:21your voice is the right pitch and, er, and off you go.
0:03:21 > 0:03:22Big smile as you dial.
0:03:22 > 0:03:25Stand your full height - get in there with a big smile.
0:03:25 > 0:03:27Sit down, do your stuff.
0:03:27 > 0:03:28Yeah. I'm gunning for it now!
0:03:28 > 0:03:31- All right?- Yeah, that's proper perked me up. Come here.
0:03:31 > 0:03:34Good man, oh, no, no! I don't do this sort of thing!
0:03:34 > 0:03:35No, not till you let me...
0:03:35 > 0:03:37NEV LAUGHS
0:03:37 > 0:03:4021-year-old Sean has been at the call centre for just over a year
0:03:40 > 0:03:43and has learnt to take the rough with the smooth.
0:03:43 > 0:03:46Some people get uncomfortable on the phones speaking to
0:03:46 > 0:03:47a boy who's got quite a camp voice,
0:03:47 > 0:03:50but most people just tend to gravitate towards it, actually.
0:03:50 > 0:03:53- MAN: 'You're talking crap.' - Sorry?- 'You're talking crap.'
0:03:53 > 0:03:56- I do appreciate, sir...- 'You're making it up.'- No, we're not...
0:03:56 > 0:03:59- 'You're making it up.' - No, we're not making it up, sir.
0:03:59 > 0:04:02- LINE GOES DEAD - It just shows up on my database that you missed... Oh.
0:04:02 > 0:04:06But Sean's confident his voice has got what it takes for the competition.
0:04:06 > 0:04:08I wouldn't have entered if I didn't think I could win it.
0:04:08 > 0:04:11People who else were auditioning were quite good, as well,
0:04:11 > 0:04:14but I'm better so I'll just win it - I know I will.
0:04:14 > 0:04:16For Nev's 700 staff,
0:04:16 > 0:04:19their voice is the tool valued above all else.
0:04:19 > 0:04:22The voice is very important - you need to be upbeat,
0:04:22 > 0:04:25you need to be smiling down the phone as you're dialling -
0:04:25 > 0:04:27if you've got a voice that sounds like you haven't got a clue
0:04:27 > 0:04:30what you're talking about, people aren't going to listen.
0:04:30 > 0:04:35If you've got a confident voice that, erm, that sounds professional,
0:04:35 > 0:04:37then you've got every chance.
0:04:37 > 0:04:4023-year-old Hayley is the call centre tea lady
0:04:40 > 0:04:43but she started out working on the phones.
0:04:43 > 0:04:44You've got to sound professional
0:04:44 > 0:04:48when you're speaking to customers, so my voice will change completely.
0:04:48 > 0:04:51I'll pronounce my words a bit better.
0:04:51 > 0:04:53You can't have a monotone, robotic voice or whatever,
0:04:53 > 0:04:55it can't be, "Nnnn",
0:04:55 > 0:04:58it's got to be like, "Hi-ya!", you know, not, "Hiya."
0:04:58 > 0:05:0230-year-old former actress Heledd has only been at the call centre
0:05:02 > 0:05:05for a couple of months, but has quickly found her feet.
0:05:05 > 0:05:07I mean, the most boring way of saying it would be,
0:05:07 > 0:05:11"I'm selling insulation" - er, but I try not to think about it like that,
0:05:11 > 0:05:15I try to think of it as, erm, I'm selling lower energy bills,
0:05:15 > 0:05:19I'm selling a warmer home... I'm selling happier people!
0:05:19 > 0:05:22SHE LAUGHS
0:05:22 > 0:05:25If you sound like you believe it, then maybe they will, too!
0:05:29 > 0:05:32Hello, it's Sam from Nationwide Energy.
0:05:32 > 0:05:35It's just a quick call for you - it shows that your property
0:05:35 > 0:05:38in Magpie Avenue is still awaiting insulation.
0:05:38 > 0:05:40Are you aware of the scheme, sir? LINE GOES DEAD
0:05:40 > 0:05:42Hmm...
0:05:42 > 0:05:46Nurturing his young staff is a key priority for Nev.
0:05:47 > 0:05:51'In Swansea, if you're aged between 16 and 24,
0:05:51 > 0:05:53'you've got a 40% chance of being unemployed.
0:05:53 > 0:05:58'I love giving people jobs, and to give them not just a job,
0:05:58 > 0:06:00'but a career, it's satisfying.'
0:06:00 > 0:06:04All wannabe cold callers must spend two weeks at his telesales
0:06:04 > 0:06:07finishing school, The Academy.
0:06:07 > 0:06:10I won't intimidate the new staff too much... Yes, I will.
0:06:12 > 0:06:14..the loft and the cavity walls.
0:06:14 > 0:06:16Does he not like me fondling him?
0:06:18 > 0:06:20Each shift is divided into teams, who fight over
0:06:20 > 0:06:23the best recruits in the hope of boosting their sales.
0:06:23 > 0:06:28We smashed out SPG insulation at about six per head.
0:06:28 > 0:06:30Can anyone beat that on the floor?
0:06:30 > 0:06:32Top sellers in the entire floor.
0:06:32 > 0:06:36But it's not just the team leaders who are looking out for a new talent.
0:06:36 > 0:06:38Normally, like, we'll see the people come in,
0:06:38 > 0:06:41"Oh, have you seen that boy, the one with the blonde hair?",
0:06:41 > 0:06:42cos you don't know their names.
0:06:42 > 0:06:45The main thing is to find out their name and then when they move,
0:06:45 > 0:06:47try and sit by them.
0:06:47 > 0:06:5020-year-old Alex has been at the call centre for almost a year
0:06:50 > 0:06:54and thinks it's the ideal place to meet the man of her dreams.
0:06:54 > 0:06:56I've found you a husband.
0:06:56 > 0:07:01- On Academy, this boy - have you seen him? He's lush. - SHE GIGGLES
0:07:01 > 0:07:04I know who it is.
0:07:04 > 0:07:07The boy with the curly hair on Academy - he's lush -
0:07:07 > 0:07:08a husband for one of us.
0:07:08 > 0:07:11I'm single at the moment and I've only had one boyfriend in my life.
0:07:11 > 0:07:14I've never even been on a proper date with a boy -
0:07:14 > 0:07:17like, I've never had a boy take me out and pay for me or anything.
0:07:17 > 0:07:20I never have but, like, oh, I just want to be...
0:07:20 > 0:07:22I'd just rather be married, just get straight to the point!
0:07:22 > 0:07:25- You know the boy in the Academy?- Yeah.
0:07:25 > 0:07:27- The really lush one? - Which one's that?
0:07:27 > 0:07:31Can you see him, with, like, curly hair, wearing, like, a purple shirt?
0:07:31 > 0:07:33Right, yeah.
0:07:33 > 0:07:35Please will you try and get him on our team?
0:07:35 > 0:07:37Did you find out his name?
0:07:37 > 0:07:38- Yes!- What is it?- Chris.
0:07:38 > 0:07:41- Chris?- Yeah, it's Chris.
0:07:41 > 0:07:44- If I do this, you owe me. - OK, OK - do it, quick, quick!
0:07:44 > 0:07:49But Alex isn't the only one to find the new recruit easy on the eye.
0:07:49 > 0:07:51- What it is, there's this new boy on Academy...- Yeah.
0:07:51 > 0:07:53I just think that the, erm...
0:07:55 > 0:08:00- I just think that, erm, his aura would, er, work out really well on our team.- Yeah?
0:08:00 > 0:08:03But yeah, I'll get you ten deals if you ask Dwayne
0:08:03 > 0:08:05if he can come on our team.
0:08:05 > 0:08:10There's a hot guy just started, like, seriously, he's hot.
0:08:10 > 0:08:13He's seriously beautiful, even when he walks away...
0:08:13 > 0:08:14From behind, he's stunning.
0:08:14 > 0:08:18In a few days' time, hot boy Kristian will be assigned
0:08:18 > 0:08:22to a senior team, so to keep the smitten ladies happy and selling,
0:08:22 > 0:08:25the team leaders must do battle for his services.
0:08:25 > 0:08:31You've got, um, a really good sales person I'd like to put on my team.
0:08:31 > 0:08:35I'm looking at... Well they're all going to move over Monday.
0:08:35 > 0:08:38- Yeah.- So there's about 20 people that I'm looking to put on to the senior teams.
0:08:38 > 0:08:42- Someone in particular, is it? - Erm, Kristian, is it?
0:08:42 > 0:08:46Kristian... Do you know his surname? Let's have a look on here. I'll keep him in mind -
0:08:46 > 0:08:50if it's something that you do want, I'll think about it.
0:08:50 > 0:08:54- The boy who's coming up from the Academy...- Yeah.- I was wondering if,
0:08:54 > 0:08:58- erm, the kid with the curly hair... do you know who I'm on about? Quite tall boy.- Yeah, yeah.
0:08:58 > 0:09:01He's been smashing it and I was wondering if there's any chance...
0:09:01 > 0:09:04- Kristian?- Yeah. - What's with this kid? Is his sales that good?
0:09:04 > 0:09:05I heard he smashed it on Friday.
0:09:05 > 0:09:09Apparently, there's a guy on the Academy,
0:09:09 > 0:09:12- he's got curly hair... - Oh, let me guess, Kristian?
0:09:12 > 0:09:15Is it? I don't know - he's got a purple shirt on...
0:09:15 > 0:09:18You're the third team leader to come up to me today
0:09:18 > 0:09:20and ask for a request for this guy.
0:09:20 > 0:09:23- Alex wants him to come onto our team. - Why?
0:09:23 > 0:09:26I think she's got a little bit of a crush on him.
0:09:26 > 0:09:29I'm not moving somebody onto your team because a girl on your team has a crush on him.
0:09:29 > 0:09:31I've also got a crush on him.
0:09:31 > 0:09:32I'm joking - I haven't got a crush on him.
0:09:32 > 0:09:35Many boys would be lapping up the female attention,
0:09:35 > 0:09:38but having come from a part-time job flipping burgers,
0:09:38 > 0:09:41Kristian's enjoying the job for other reasons.
0:09:41 > 0:09:44I love it, to be honest - I worked in McDonald's for four years
0:09:44 > 0:09:47before this and the step up - I'm glad I worked there first,
0:09:47 > 0:09:50to be fair, because you see the big difference in how they treat you
0:09:50 > 0:09:53and the staff and things, I'm really enjoying it
0:09:53 > 0:09:57and all the incentives - I mean, today, those four that have gone through that I put up there -
0:09:57 > 0:10:01I mean, it's about £80 for today, on top of what I'm already earning,
0:10:01 > 0:10:04which is brilliant for myself, really.
0:10:04 > 0:10:07I've had every single team leader come up to me wanting this guy on their team.
0:10:07 > 0:10:11I've had interest from Matt, I've had interest from Karl,
0:10:11 > 0:10:14actually, I've had interest from everybody.
0:10:14 > 0:10:19Judging by who we've so far given out, it's either Karl or Rhod -
0:10:19 > 0:10:22I mean, all the girls are on Rhod's team, so that's another one.
0:10:22 > 0:10:24Personally, I think Karl's team are probably the best for him.
0:10:24 > 0:10:27We'll chuck him on Karl's team. I've got his best interests at heart,
0:10:27 > 0:10:31not a few girls running round the call centre wanting to be close to him.
0:10:37 > 0:10:40To select his champion voice for the national competition,
0:10:40 > 0:10:44Nev's chosen a classic Welsh hymn for the auditions.
0:10:44 > 0:10:48# Guide Me O Thou great Jehovah
0:10:48 > 0:10:53# Pilgrim through this barren land... #
0:10:53 > 0:10:56It's a lot of gibberish - it ain't even real words or that.
0:10:56 > 0:10:59"Thou art..." "Thou art", like, you know.
0:10:59 > 0:11:03The generation in this call centre would almost certainly
0:11:03 > 0:11:06not know Bread Of Heaven, and if they've heard it before,
0:11:06 > 0:11:09they certainly wouldn't know the words.
0:11:09 > 0:11:12"Guide me O Thou great Jehovah
0:11:12 > 0:11:14"Pilgrim through this barren land".
0:11:14 > 0:11:17That's a load of shit. I ain't singing it.
0:11:17 > 0:11:20Yeah, well, we're obviously not the type of people to sit there
0:11:20 > 0:11:23- and watch, er, Songs Of Praise on a Sunday.- Exactly.
0:11:23 > 0:11:25Read the song and see if you can understand it.
0:11:25 > 0:11:28"Guide me O...though..."
0:11:28 > 0:11:31Hello, is that Mrs Mills?
0:11:31 > 0:11:33Hello there, it's Sam from Nationwide Energy.
0:11:33 > 0:11:35Guide me, O Thou great Jehovah
0:11:35 > 0:11:38Pilgrim through this barren land I am weak...
0:11:38 > 0:11:40But Thou art mighty...
0:11:40 > 0:11:42Is it Welsh or not?
0:11:42 > 0:11:44Hold me with Thy powerful hand.
0:11:44 > 0:11:47Have you seen this stuff I've got to read? Shamed.
0:11:47 > 0:11:51How many Welsh people do you know that actually speak Welsh?
0:11:51 > 0:11:54I'm Welsh - this isn't... this is not Welsh - it's English.
0:11:54 > 0:11:57So why don't I understand it?
0:11:57 > 0:12:02# Bread of Heaven Bread of Heaven... #
0:12:02 > 0:12:06Do you know Bread Of Heaven, right, is, erm, all about shagging?
0:12:06 > 0:12:08- No, it's not!- Yeah, it is.
0:12:08 > 0:12:12Read that paragraph... Read those lines, those three lines out loud.
0:12:12 > 0:12:15- Which ones? - These... From there.- Open now...
0:12:15 > 0:12:18"Open now the crystal fountain Whence the healing stream shall flow
0:12:18 > 0:12:21"Let Thy fire..." It is a bit rude, isn't it?!
0:12:21 > 0:12:24- It is, isn't it? - HE LAUGHS
0:12:26 > 0:12:30See, Steff the tea lady knows! You've gone red.
0:12:30 > 0:12:33Don't act like you haven't had a fiery, cloudy pillar in your life!
0:12:33 > 0:12:35That's enough, that's enough.
0:12:35 > 0:12:39I'm old enough to be your grandmother - knock it off. HE LAUGHS
0:12:39 > 0:12:42Ah...! Yeah...
0:12:42 > 0:12:47I mean, if we win, well, that's fantastic news, that's, er,
0:12:47 > 0:12:51another competition we've won, but you do have some by-products,
0:12:51 > 0:12:53er, some spin-offs - it will improve their voice,
0:12:53 > 0:12:57it will improve their punctuation, and the enthusiasm goes up
0:12:57 > 0:13:00in the call centre. I mean, enthusiasm breeds more sales.
0:13:00 > 0:13:03Guide me O Thou great Jehovah
0:13:03 > 0:13:06Pilgrim through this barren land
0:13:06 > 0:13:09I am weak, but Thou art mighty Hold me with Thy powerful hand...
0:13:09 > 0:13:11Lovely.
0:13:11 > 0:13:13- ENTHUSIASTICALLY: - Bread of Heaven Bread of Heaven
0:13:13 > 0:13:16Feed me now and evermore.
0:13:20 > 0:13:21Are you all right?
0:13:23 > 0:13:26Oh, Miss Pearce is around here doling out the coffee.
0:13:26 > 0:13:28- I have mine made down there. - Do you?
0:13:28 > 0:13:33They said, don't have that shit off Hayley, we'll make you a proper cup.
0:13:33 > 0:13:34What?
0:13:34 > 0:13:37Are we all happy? Are we living the dream?
0:13:37 > 0:13:39Despite being a multi-millionaire businessman,
0:13:39 > 0:13:43Nev is keen not to lose touch with the grass roots of his company.
0:13:43 > 0:13:47The fact is, everybody's important to me in this company.
0:13:47 > 0:13:49Everybody's doing a job, everybody's working hard,
0:13:49 > 0:13:55so whether it's, er, Hayley the tea lady or John Blakemore the Finance Director, then, er,
0:13:55 > 0:13:59they're all vitally important and I try to get to know them all.
0:13:59 > 0:14:02I keep my finger on the pulse of the business.
0:14:02 > 0:14:04Do you know what I mean by payment protection insurance?
0:14:04 > 0:14:07'I'm not interested.'
0:14:07 > 0:14:10One employee Nev's been taking a special interest in
0:14:10 > 0:14:14is George Vorcas, who's been at the call centre for nine months.
0:14:14 > 0:14:17'I'm not interested.'
0:14:18 > 0:14:25In three words, I'd sum up the call centre as fun, enjoyable...
0:14:35 > 0:14:37I can't think of a third word!
0:14:38 > 0:14:42George is a good guy, er, he's dependable, salt-of-the-earth-type fellow.
0:14:42 > 0:14:46In football, you need somebody to perform miracles out of things
0:14:46 > 0:14:49but then you have to have the dog in the midfield to, er,
0:14:49 > 0:14:52to do all the work, as well, and, er, to slog.
0:14:52 > 0:14:57George is a slogger. Good, dependable, hard-working, decent guy.
0:14:57 > 0:15:01I've had all the common dreams, you know, that I want to be a spaceman,
0:15:01 > 0:15:04a policeman, an astronaut, er, sorry, a fireman...
0:15:04 > 0:15:08but, erm, I'm happy with what I'm doing right now, so, yeah,
0:15:08 > 0:15:11I think it's brilliant. I... I enjoy my work.
0:15:11 > 0:15:15One area where George hasn't been closing the deals is his love life.
0:15:15 > 0:15:20It's been a number of years since the last time I had er, a date.
0:15:20 > 0:15:26Erm, it is quite important because I'm starting to get to that age now,
0:15:26 > 0:15:32I'm 30 years old, so it would be nice to re-kindle the fire...
0:15:32 > 0:15:33HE LAUGHS
0:15:33 > 0:15:36The thing is, with PPI, it does get added onto people's loans
0:15:36 > 0:15:39and credit cards, a lot of time without their actual knowledge.
0:15:39 > 0:15:40'I'm not interested, OK?'
0:15:40 > 0:15:42- 'Sorry. Bye.' - CALLER HANGS UP
0:15:42 > 0:15:44George is a lovely, lovely man -
0:15:44 > 0:15:47there's somebody out there for everybody
0:15:47 > 0:15:49and we've just got to find George's.
0:15:49 > 0:15:54And after a company speed-dating night, organised by Nev, George may now have got lucky.
0:15:54 > 0:15:58Guys, can we just say really well done to George, he's got a date from speed-dating!
0:15:58 > 0:16:00CHEERING AND APPLAUSE
0:16:00 > 0:16:01There you go.
0:16:01 > 0:16:05And it's Lisa from the other shift.
0:16:05 > 0:16:1129-year-old single mum Lisa was the only person to mark George as hot.
0:16:11 > 0:16:14Yeah, of course she's pretty, yeah, really good-looking, honestly -
0:16:14 > 0:16:17hopefully she thinks I'm good-looking, as well.
0:16:17 > 0:16:21Someone's got to take him, I suppose. He ain't had none...
0:16:21 > 0:16:24George, how long is it, George? Six years, is it?
0:16:24 > 0:16:26It's George calling from We Claim You Gain
0:16:26 > 0:16:29and it's about a refund that you should now be entitled to.
0:16:29 > 0:16:33But Lisa's head was also turned by new recruit, Sean,
0:16:33 > 0:16:37who happens to be a rising star with the local rugby team.
0:16:37 > 0:16:41# Cupid, draw back your bow... #
0:16:41 > 0:16:43SHE LAUGHS
0:16:43 > 0:16:46He is my type of guy, he is the kind of guy I'd go for - I mean,
0:16:46 > 0:16:50he's really good-looking, he's got a fantastic body, erm, you know,
0:16:50 > 0:16:54he's sporty and he's got a great personality.
0:16:54 > 0:16:58I want to show you my best side, Sean, you know,
0:16:58 > 0:17:01not my drunken side - it's not attractive.
0:17:01 > 0:17:05SHE LAUGHS
0:17:07 > 0:17:08I love you!
0:17:17 > 0:17:19Hi, Nev.
0:17:19 > 0:17:22Morning, Lisa, what are you doing here?
0:17:22 > 0:17:23You're afternoon shift.
0:17:23 > 0:17:25I know, I've come to see you.
0:17:25 > 0:17:27Why, how much are you going to cost me?
0:17:27 > 0:17:31- Nothing.- Is this for your date with George, you looking for funding?
0:17:31 > 0:17:33I really don't want to go on a date with him,
0:17:33 > 0:17:37- really, really don't want to go on a date with him.- That's mean.
0:17:37 > 0:17:39It's not mean. I'm going on a date with Sean.
0:17:39 > 0:17:42- Sean who?- Sean Ford.
0:17:43 > 0:17:45- The Ospreys guy?- Yeah.
0:17:46 > 0:17:47OK.
0:17:47 > 0:17:51Well, I'm sure someone else will gladly step in my shoes.
0:17:51 > 0:17:55- Poor, old George. - I know, I do feel sorry for him and I really, really do.
0:17:55 > 0:17:57- Ah, I'm sure you do.- No, I do.
0:17:57 > 0:17:59You don't care, no, I know.
0:17:59 > 0:18:02- SHE GIGGLES - Bye, Nev!- Bye.
0:18:02 > 0:18:05She was the only one, out of everybody that he talked to,
0:18:05 > 0:18:07that put him down as hot.
0:18:07 > 0:18:12I didn't want to tell him that she'd put EVERYONE down as hot...!
0:18:12 > 0:18:15But the woman is a man-eater.
0:18:16 > 0:18:20But Lisa will have to break the bad news to George in person.
0:18:22 > 0:18:23Here we go... D-Day.
0:18:36 > 0:18:37Yes, I'm totally fine.
0:18:37 > 0:18:40I'm glad that you... I'm actually glad that you came over,
0:18:40 > 0:18:45because, to be honest with you, about this whole date thing...
0:18:45 > 0:18:46Yes.
0:18:46 > 0:18:49..I've already got someone else.
0:18:49 > 0:18:52- Wicked.- A sort of date thing. - Fab, as long as you're sorted,
0:18:52 > 0:18:55- that's fine. - So, yeah, you know, I'm sorry.
0:18:55 > 0:18:56That's OK.
0:18:56 > 0:19:00Sorry about that, erm... I've got to get back to it.
0:19:00 > 0:19:02Cheers, see you later.
0:19:02 > 0:19:04CHEERING
0:19:06 > 0:19:10But there's a reason behind George's sudden change of heart.
0:19:10 > 0:19:13I heard that Lisa was coming on the shift today to, er, cancel the date
0:19:13 > 0:19:15with George in front of the team,
0:19:15 > 0:19:18so I managed to have a word with him beforehand about
0:19:18 > 0:19:21what was the best course of action.
0:19:21 > 0:19:25I got, er, the heads up from people, so I got my foot in there first
0:19:25 > 0:19:28and, er, I blew her out, ain't it? You know!
0:19:28 > 0:19:31Yeah, I feel quite responsible for...not just George,
0:19:31 > 0:19:35but everyone that works for us and I want to wrap them in cotton wool
0:19:35 > 0:19:37and protect them as much as I can, really.
0:19:37 > 0:19:39- Proud of you, mate. - Yeah, man.
0:19:39 > 0:19:42Well, I'm not an idiot, am I, so...
0:19:42 > 0:19:46Hey, no-one makes anyone look a fool on my shift - good for you.
0:19:46 > 0:19:48- Nice one, man. Thanks for that. - I'm proud of you. Good work.
0:19:48 > 0:19:50Nice one.
0:19:50 > 0:19:53- What a player!- Come on!
0:19:53 > 0:19:56I only got one person.
0:19:56 > 0:19:57One person.
0:20:01 > 0:20:04Bread of Heaven
0:20:04 > 0:20:05Bread of Heaven
0:20:05 > 0:20:09Feed me now and evermore.
0:20:09 > 0:20:12Guide me O Thou...Thou... Thou great Jehovah -
0:20:12 > 0:20:14is it "Jehovah" or "Yehovah"?
0:20:14 > 0:20:18Feed me now even... Ever, evermore - evermore.
0:20:22 > 0:20:24Feed me now and evermore.
0:20:24 > 0:20:28Songs of praises, songs of praises I will ever give to thee
0:20:29 > 0:20:31I will ever give to thee.
0:20:31 > 0:20:34There we go. Not bad, is it?
0:20:34 > 0:20:37It's the day of the auditions to find the call centre's finest voice,
0:20:37 > 0:20:40and competition fever has hit the sales floors.
0:20:40 > 0:20:43# Tell me why are we
0:20:43 > 0:20:46# So blind to see
0:20:46 > 0:20:52# That the ones we love are you and me? #
0:20:52 > 0:20:57Today, Nev must choose the voice to represent his business on the national stage.
0:20:57 > 0:21:01OK, I'm looking for confidence,
0:21:01 > 0:21:05er, enthusiasm and, er...
0:21:05 > 0:21:07what are we looking for?
0:21:07 > 0:21:09A bit of clarity.
0:21:09 > 0:21:11- Clarity.- Yeah.
0:21:11 > 0:21:14Guiding his decision-making are call centre manager Ben
0:21:14 > 0:21:15and Nia from Marketing.
0:21:15 > 0:21:17This is the Welsh Call Centre Voice.
0:21:17 > 0:21:18Welsh Call Centre Voice, yeah.
0:21:18 > 0:21:20So we need a twang of Welsh.
0:21:20 > 0:21:22First up, half Greek/Londoner, George.
0:21:22 > 0:21:25- How you doing, George? - Oh, I'm brilliant.
0:21:25 > 0:21:27- Are you?- Yeah. - That's fantastic.
0:21:27 > 0:21:30I haven't been this nervous since I was yay-high to a grasshopper.
0:21:30 > 0:21:32You're not nervous?
0:21:32 > 0:21:34I bloody... A little bit.
0:21:34 > 0:21:36I don't... I don't know the actual tune to this,
0:21:36 > 0:21:38so I do apologise about that.
0:21:40 > 0:21:46- HE SINGS BADLY: - # Open now thy crystal fountain
0:21:46 > 0:21:49# Whence the healing stream shall flow
0:21:49 > 0:21:53# Let the fiery, cloudy pillar
0:21:53 > 0:21:56- # Lead me... # - NEV LAUGHS HYSTERICALLY
0:21:56 > 0:21:57Really? Really?
0:21:59 > 0:22:00I told you I don't know the tune!
0:22:00 > 0:22:04I think you were singing the tune to Mary, Mary, Quite Contrary!
0:22:04 > 0:22:07Shut up!
0:22:07 > 0:22:10I'm sorry, I'm English, man... This is...
0:22:10 > 0:22:12That's where you went wrong.
0:22:12 > 0:22:14Yeah...I didn't choose the song.
0:22:14 > 0:22:18- Blame your parents. OK. George, thanks very much.- That's all right.
0:22:18 > 0:22:21Well done, George. Thank you for being a good sport.
0:22:21 > 0:22:23NEV LAUGHS
0:22:23 > 0:22:25He just went with it!
0:22:29 > 0:22:30- OK.- Who's next?
0:22:30 > 0:22:32You say when you're ready for me.
0:22:32 > 0:22:34Sean, we're ready for you.
0:22:34 > 0:22:36Finally.
0:22:36 > 0:22:37Go. Pearly whites - let's go.
0:22:37 > 0:22:39Open now the crystal fountain
0:22:39 > 0:22:41Whence the healing stream shall flow
0:22:41 > 0:22:43Let the fiery cloudy pillar
0:22:43 > 0:22:45Lead me all my journey through
0:22:45 > 0:22:48Strong deliverer, strong deliverer
0:22:48 > 0:22:50Be Thou still my strength and shield
0:22:50 > 0:22:53Be Thou still my strength and shield.
0:22:53 > 0:22:56- Fantastic.- Thank you. - Well done.- Thank you.
0:22:56 > 0:22:57That was easy, wasn't it?
0:22:57 > 0:22:59I wasn't that nervous actually, I wasn't.
0:22:59 > 0:23:02- No.- I enjoy public speaking because I always talk in the call centre
0:23:02 > 0:23:05and no-one listens but I still talk, though.
0:23:05 > 0:23:07Everyone says, "All I can hear is Sean.
0:23:07 > 0:23:09"Sean, shut up, my customer can hear you".
0:23:09 > 0:23:12I go, whatever, it's fine, and it's like...
0:23:12 > 0:23:14Sean, piss off.
0:23:14 > 0:23:16- Thanks, guys.- Bye-bye.
0:23:16 > 0:23:17Bye, Sean.
0:23:17 > 0:23:22OK, Kieran Dorey - you're only reading a sheet of paper...
0:23:22 > 0:23:24to a set of knobs in front of you.
0:23:24 > 0:23:25Yeah.
0:23:27 > 0:23:30- HE SINGS BADLY - # Guide me, O the great Jehovah
0:23:30 > 0:23:33# Pilgrim through this barren land
0:23:33 > 0:23:36# I am weak, but Thou art mighty
0:23:36 > 0:23:39# Hold me with Thy powerful hand
0:23:39 > 0:23:45# Bread of Heaven, bread of Heaven Feed me now and evermore
0:23:45 > 0:23:49# Feed me now and evermore. #
0:23:49 > 0:23:51Well, you were in tune on the last line,
0:23:51 > 0:23:54but that was the best you were singing the whole song.
0:23:54 > 0:23:58- Is that it for today? - Thank you very much. Do the words "piss off" mean anything to you?
0:23:58 > 0:24:02- No. Cheers. - See you, Kieran.
0:24:02 > 0:24:09Oh, dear, possibly this is not quite how we want to be represented.
0:24:09 > 0:24:11Have we got more this afternoon?
0:24:11 > 0:24:13- Yeah, more this afternoon. - We've got more.
0:24:18 > 0:24:20After two weeks in Nev's sales academy,
0:24:20 > 0:24:22it's time for the new recruits,
0:24:22 > 0:24:26including ladies' favourite hot boy Kristian, to join their teams.
0:24:26 > 0:24:29Everybody know which team they're going onto?
0:24:29 > 0:24:32I've got five new people joining the team today.
0:24:32 > 0:24:34- Yeah. - Guess who one of them is?
0:24:34 > 0:24:36- Who? - I went to bat for you baby.
0:24:36 > 0:24:38I got you that Kristian.
0:24:38 > 0:24:41What? The, the, the, the, the...
0:24:41 > 0:24:44Merry Christmas, Happy birthday and he's sitting next to you, as well.
0:24:44 > 0:24:46Oh, my God!
0:24:46 > 0:24:50I found out the team leaders wanted me on their teams -
0:24:50 > 0:24:53obviously very flattering, but I don't know whether it was due to
0:24:53 > 0:24:56my good sales, or my techniques and stuff like that,
0:24:56 > 0:24:59or whether it's because there are people on their team
0:24:59 > 0:25:01pestering them, trying to get me over there,
0:25:01 > 0:25:04but I'd like to think it's about my sales, really.
0:25:04 > 0:25:07Take care. Bye.
0:25:08 > 0:25:11These are your neighbours - you've got Alycia,
0:25:11 > 0:25:18Mattie... Brains, Paul and the lovely Alex Furby Evans.
0:25:18 > 0:25:20Hi.
0:25:20 > 0:25:23But having finally got her man,
0:25:23 > 0:25:26the usually chatty Alex is lost for words.
0:25:26 > 0:25:28Like, at first, really awkward - I turned round
0:25:28 > 0:25:31and I had, like, all these new people and he was sitting there
0:25:31 > 0:25:33and I was, like, oh, my gosh, really awkward,
0:25:33 > 0:25:35because if he knew we all fancied him...
0:25:35 > 0:25:38But it's not until later, Alex gets a chance to find out what
0:25:38 > 0:25:41she really wants to know about hot boy.
0:25:41 > 0:25:43You going to the boxing on Sunday?
0:25:43 > 0:25:45- Hm? - You going to the boxing on Sunday?
0:25:45 > 0:25:47I dunno.
0:25:47 > 0:25:49You don't know yet?
0:25:53 > 0:25:55Are you going to go with Luke?
0:25:55 > 0:25:57- Yeah.- Or with your girlfriend?
0:25:57 > 0:25:59No, she lives miles away.
0:25:59 > 0:26:01Ah.
0:26:01 > 0:26:03She's not going to be down here.
0:26:03 > 0:26:06No, I'll go with Luke and I think, er, Tom and all that.
0:26:13 > 0:26:15Have you been together for a long time?
0:26:15 > 0:26:18- Two years, two-and-a-half years. - Ah, cute.
0:26:18 > 0:26:20HE CHUCKLES
0:26:23 > 0:26:27Hi, there, is that Mrs Gilly? Hi, there, my name's Kristian Thomas.
0:26:27 > 0:26:29'Alex is very bubbly and lots of fun.'
0:26:29 > 0:26:33Very genuine, but I do have a girlfriend,
0:26:33 > 0:26:36so she's a bit out of luck there, I'm afraid.
0:26:36 > 0:26:39I was a bit, like, disappointed but I'll find another boy!
0:26:39 > 0:26:43There's a lot of other people I fancy so it doesn't really bother me too much.
0:26:45 > 0:26:47I'll find another husband!
0:26:51 > 0:26:57Nev's search for the call centre's finest voice is hotting up.
0:26:57 > 0:26:59Even Hayley the tea lady's having a go.
0:26:59 > 0:27:02When I tread the verge of Jordan
0:27:02 > 0:27:05Bid my anxious fears subside
0:27:05 > 0:27:08Death of deaths and hell's destruction
0:27:08 > 0:27:10Land me safe on Canaan's side
0:27:11 > 0:27:16Songs of praise, songs of praise I will ever give to thee
0:27:16 > 0:27:19I will ever give to thee
0:27:19 > 0:27:21Bread of Heaven, bread of Heaven
0:27:21 > 0:27:24Feed me now and evermore
0:27:24 > 0:27:27# Feed me now and evermore. #
0:27:27 > 0:27:31- There we are. There we are, yeah. - THEY CLAP
0:27:31 > 0:27:33- Very good. - Ah, she got the Welsh factor.
0:27:33 > 0:27:37- Right. - Get out, go on, out!- Ta-ra!
0:27:37 > 0:27:41- She's really good.- You cannot, cannot, cannot be serious.
0:27:43 > 0:27:47I'm looking for guidance from the great Jehovah at the moment,
0:27:47 > 0:27:49Hayley is winning.
0:27:49 > 0:27:51- Hi, guys.- Hi, Steve, nice tie.
0:27:51 > 0:27:53Thank you very much. It was a present.
0:27:53 > 0:27:57- It's very nice. - Really? It's fantastic.
0:27:57 > 0:28:00You don't have to stand there with your bollocks dangling on the table.
0:28:00 > 0:28:03You can move back and let the light...
0:28:05 > 0:28:06Right you are.
0:28:06 > 0:28:10- What?- Oh, dear...- You looked then, didn't you? You looked!
0:28:10 > 0:28:12Oh, God!
0:28:12 > 0:28:14- OK.- Right, pull myself together.
0:28:15 > 0:28:17- HE CLEARS THROAT - Prepare my voice.
0:28:17 > 0:28:23# Guide me O Thou great Jehovah
0:28:23 > 0:28:26# Pilgrim through this barren land
0:28:26 > 0:28:32# I am weak, but Thou art mighty
0:28:32 > 0:28:37# Hold me with Thy powerful hand
0:28:37 > 0:28:43# Bread of Heaven, bread of Heaven
0:28:43 > 0:28:46# Feed me now and evermore
0:28:46 > 0:28:48NEV: # Evermore...
0:28:48 > 0:28:53# Feed me now and evermore. #
0:28:53 > 0:28:58- Beautiful. Beautiful. Thanks, Steve, thanks.- See you.- Thanks, Steve.
0:28:58 > 0:29:01That is the voice of the Welsh call centre. That's perfect.
0:29:01 > 0:29:04Nev seems to have found HIS champion, but not everyone's convinced.
0:29:04 > 0:29:07I'm going to get into trouble for saying this,
0:29:07 > 0:29:12- but actually, it's a billboard and on the side of a bus campaign, as well...- Yes.- ..so I think...
0:29:12 > 0:29:15What do you think, he's got a face built for radio?
0:29:15 > 0:29:19I think, will Steve be the face that they want on the side of a bus?
0:29:19 > 0:29:22No, I would suggest it's not his gut that's on the side of the bus...
0:29:22 > 0:29:25- No, that's right, that's right. - It's his face. Yeah.
0:29:25 > 0:29:27Hi. Heledd.
0:29:27 > 0:29:29Yes, come on in.
0:29:29 > 0:29:32I know this is terrible, but I think I'm about to sneeze.
0:29:32 > 0:29:34Sneeze, get it out!
0:29:34 > 0:29:37This is the worst possible timing. It's gone.
0:29:37 > 0:29:39- It has gone, has it? - Yes, it's gone.- OK.
0:29:39 > 0:29:41We'll wait for a sneeze half-way through.
0:29:41 > 0:29:45If you're going to sneeze, wait till the end of a paragraph and have a good sneeze, OK?
0:29:45 > 0:29:47Right, OK.
0:29:47 > 0:29:48Here we go.
0:29:48 > 0:29:51Guide me O Thou great Jehovah
0:29:51 > 0:29:54Pilgrim through this barren land
0:29:54 > 0:29:56I am weak, but Thou art mighty
0:29:56 > 0:29:59Hold me with Thy powerful hand
0:29:59 > 0:30:02Bread of Heaven, bread of Heaven,
0:30:02 > 0:30:04Feed me now and evermore
0:30:04 > 0:30:07Feed me now and evermore.
0:30:07 > 0:30:09Well done, excellent.
0:30:09 > 0:30:10Great.
0:30:10 > 0:30:12I would, you know, that was average to shit hot.
0:30:12 > 0:30:15- Thanks. See you! - SHE LAUGHS
0:30:15 > 0:30:19This person's got to represent the company at The Voice Of The Welsh Call Centre.
0:30:20 > 0:30:23This is important - we've got to win.
0:30:23 > 0:30:26We've done well, there - they've come forward, they all had a bash,
0:30:26 > 0:30:29it was... It was good.
0:30:29 > 0:30:32I think we could give it to anyone of four or five,
0:30:32 > 0:30:36but I've got the unenviable task of picking one...
0:30:36 > 0:30:37so I'd better get on with it.
0:30:43 > 0:30:45How you getting on here?
0:30:45 > 0:30:47How many have we got?
0:30:47 > 0:30:49How many have we got? Well done.
0:30:49 > 0:30:51How many have we got?
0:30:51 > 0:30:56In the past six years, Nev's call centre has grown
0:30:56 > 0:31:02from eight staff and three desks to 700 staff filling 230 desks.
0:31:02 > 0:31:06Nev believes his success is down to the call centre's unique atmosphere.
0:31:06 > 0:31:08Just there - bang it in the goal. Go ahead.
0:31:13 > 0:31:16Erm, to an outsider who walks in for the first time, I mean,
0:31:16 > 0:31:18it could look a little bit nuts.
0:31:18 > 0:31:22It may look like a holiday camp, but there is a method in the madness and it does work,
0:31:22 > 0:31:27and if you get people to feel a part of it, buy into it,
0:31:27 > 0:31:31you're not constantly looking for new staff every two weeks,
0:31:31 > 0:31:37which is what you'd have if they were just left through the drudgery
0:31:37 > 0:31:39of ringing and ringing and ringing
0:31:39 > 0:31:42and getting the phone put down on them again and again and again.
0:31:42 > 0:31:45..so you know you get letters...
0:31:45 > 0:31:48all they do is...
0:31:48 > 0:31:53I'm sorry, something just came through the roof in the office!
0:31:53 > 0:31:57If you wouldn't have the fun, then people would, would leave,
0:31:57 > 0:31:59they wouldn't stay around so long.
0:31:59 > 0:32:01GIRL SQUEALS
0:32:01 > 0:32:04That energy that you get from the call centre,
0:32:04 > 0:32:07and you feel the buzz as soon as you open that door and come in -
0:32:07 > 0:32:10a lot of companies out there would wish they could bottle that
0:32:10 > 0:32:12and transfer it into their workplace.
0:32:12 > 0:32:16Nev's even set up a band to harness all of his young talent.
0:32:16 > 0:32:18OK, I'm there!
0:32:22 > 0:32:26This is the reunification of The Dialists,
0:32:26 > 0:32:31one of the best bands in the world.
0:32:31 > 0:32:33# Darling you've got to let me know
0:32:35 > 0:32:38# Should I stay or should I go? #
0:32:39 > 0:32:43Tonight, he's trying out a new lead singer, aspiring rock chick,
0:32:43 > 0:32:44Ania Rushton.
0:32:44 > 0:32:48Ania's probably the most nuts person I've got here, erm,
0:32:48 > 0:32:52and we've got some nuts people here...but Ania takes the biscuit.
0:32:54 > 0:32:57'I don't know, I think people think, oh, Ania wants all the limelight,'
0:32:57 > 0:33:02but I don't... For some reason, that's the way I come across.
0:33:02 > 0:33:04I'm going on holiday in January...
0:33:04 > 0:33:07I suppose it could be like having Gazza in your football team -
0:33:07 > 0:33:10you don't know quite what he's going to do,
0:33:10 > 0:33:12but when he's on his game he's brilliant -
0:33:12 > 0:33:14when he's on the pop, he's a disaster.
0:33:16 > 0:33:18I've gotta tell you, the first time out of the blocks,
0:33:18 > 0:33:20- no rehearsals at all, - Excuse me...
0:33:20 > 0:33:23That was good, no, the band was good, that was rocking -
0:33:23 > 0:33:25that, that's sounding good.
0:33:27 > 0:33:31We've booked an assessment with you for your free insulation in your loft and your cavities.
0:33:31 > 0:33:36My job is to make sure you take advantage of your entitlement before it comes to an end.
0:33:36 > 0:33:3924-year-old Ania has been at the call centre for six months -
0:33:39 > 0:33:41she's one of Nev's rising stars.
0:33:41 > 0:33:45I'm a really good seller. I've been top seller for the last two weeks again.
0:33:45 > 0:33:47I was top seller when I first started here.
0:33:47 > 0:33:50Hi, my name is Ania Rushton - I'm one of the local grants advisors
0:33:50 > 0:33:53for the area there in Horsham.
0:33:53 > 0:33:56I've been asked to give you a call to let you know
0:33:56 > 0:34:00that your property there on 8E9 Heathway qualifies to be
0:34:00 > 0:34:02insulated in the walls and the loft.
0:34:02 > 0:34:06But like many hotshots, Ania has an unpredictable streak.
0:34:06 > 0:34:09It's the first sort of commitment I've ever had.
0:34:09 > 0:34:13I had a wild past cos I used to hang around with the wrong people
0:34:13 > 0:34:16who didn't have no respect for themselves.
0:34:16 > 0:34:19I don't think I had any rules when I was younger. It's a bit like...
0:34:19 > 0:34:23I didn't really go to school that much, properly or anything.
0:34:23 > 0:34:27She's scatty, she's off the wall, she's effervescent,
0:34:27 > 0:34:29she's enthusiastic.
0:34:29 > 0:34:32However, there's underlying problems there, as well,
0:34:32 > 0:34:35which sometimes cause her to, er, go AWOL or you know,
0:34:35 > 0:34:39a little bit astray - little bit of er, throwing tantrums,
0:34:39 > 0:34:43but, er, that, that's Ania, welcome to her world.
0:34:44 > 0:34:46I've been a nightmare here.
0:34:46 > 0:34:50I don't know how I've lasted so long cos I am very hard to manage.
0:34:50 > 0:34:53Ania's attendance record has recently plummeted,
0:34:53 > 0:34:55and her manager's losing patience.
0:34:55 > 0:34:59If I knew exactly what was happening with Ania I'd be a very happy man,
0:34:59 > 0:35:01but the truth of the matter is,
0:35:01 > 0:35:04I've got no idea what goes on in Ania's world.
0:35:04 > 0:35:06She can be a top seller,
0:35:06 > 0:35:09but then the following day she just won't turn up.
0:35:09 > 0:35:12She wouldn't get away with it in most businesses.
0:35:12 > 0:35:13Should she lose her job
0:35:13 > 0:35:16if she doesn't turn up for work? Well, then, I'd say yes.
0:35:16 > 0:35:20It's not a personal thing - if anyone doesn't turn up to work for
0:35:20 > 0:35:25an extended period of time, they, in any job, in any walk of life, you're
0:35:25 > 0:35:28sooner or later going to lose that job, and who do you blame for that?
0:35:28 > 0:35:29Yourself.
0:35:35 > 0:35:38You might be entitled to have quite a substantial amount of money,
0:35:38 > 0:35:42so was there any reason why you're not interested?
0:35:42 > 0:35:45- 'I'm scared, to be honest.' - I understa...
0:35:45 > 0:35:47- LINE GOES DEAD - Hello?
0:35:47 > 0:35:50Nev is trying to find a date for sales agent, George,
0:35:50 > 0:35:53who's been on a six-year losing streak.
0:35:53 > 0:35:57Nev almost set George up with another one of his employees, Lisa,
0:35:57 > 0:36:02but Lisa's now fallen for new recruit and up-and-coming rugby player, Sean,
0:36:02 > 0:36:04and she's clearly enjoying the thrill of the chase.
0:36:04 > 0:36:06Let's go, Sean.
0:36:06 > 0:36:07Step!
0:36:08 > 0:36:12Higher, Sean, higher. Faster!
0:36:13 > 0:36:15Look at the bum in the shorts.
0:36:17 > 0:36:20Right, Sean, when you get back to the corner now, burpee on the corner.
0:36:20 > 0:36:23Two burpees.
0:36:23 > 0:36:25I love giving a man a good workout.
0:36:25 > 0:36:29Next time, I'll push him a bit harder, definitely.
0:36:29 > 0:36:32Sprint, sprint, sprint, sprint, sprint, sprint!
0:36:32 > 0:36:36With Lisa now spoken for, George is back to square one, but going
0:36:36 > 0:36:40the extra mile to help his employees is a key element of Nev's management style,
0:36:40 > 0:36:44so he's searching the sales floor for George's perfect woman.
0:36:44 > 0:36:50I need a nice female - somebody nice to go on a date with George.
0:36:50 > 0:36:52- I've got a dilemma.- Yes.
0:36:52 > 0:36:54Lisa has let me down badly -
0:36:54 > 0:36:57she was going on a date with George, but now she's fallen in love
0:36:57 > 0:37:01with somebody else, right, so George hasn't had a date in six years.
0:37:01 > 0:37:03I'm going for the sympathy vote on this one.
0:37:03 > 0:37:06I'm not going on a date with him, I'm not going on a date with him.
0:37:06 > 0:37:10Grace, bugger off, you've been three fifths of bloody useless.
0:37:12 > 0:37:15Most bosses wouldn't ask things like that.
0:37:15 > 0:37:17I'd rather just be honest and say I don't want to
0:37:17 > 0:37:19go on a date with someone if I don't, if I don't know them.
0:37:19 > 0:37:21George hasn't had a date for six years.
0:37:21 > 0:37:25He's a lovely man - a lovely, lovely, lovely man.
0:37:25 > 0:37:27Right, so you're trying to get him a date?
0:37:27 > 0:37:28A lovely, lovely man.
0:37:28 > 0:37:31- Right. - Do you like pizza?
0:37:31 > 0:37:33- Yeah. - Fancy a date with George?
0:37:35 > 0:37:37No!
0:37:37 > 0:37:39All right. Thanks, Mel, you were crap.
0:37:39 > 0:37:41Ah, thanks, Nev.
0:37:41 > 0:37:44- Goodbye.- Bye!
0:37:44 > 0:37:47I suppose a lot of the girls in the call centre are a little bit
0:37:47 > 0:37:49flamboyant for George.
0:37:49 > 0:37:52You know, he is introverted and, er, and somewhat geeky.
0:37:56 > 0:38:00Having heard about Alex's recent romantic disappointment,
0:38:00 > 0:38:03Nev seeks to kill two birds with one stone.
0:38:03 > 0:38:06- What about George, then? - Well, he's lovely, but...
0:38:06 > 0:38:09- I'll big you up to him. - Why, does he fancy me?
0:38:09 > 0:38:12- No, he's just desperate. - Ah!
0:38:12 > 0:38:15He's a nice guy and he hasn't had a date for six years,
0:38:15 > 0:38:18- so we thought we'd try and set him up on a date. - I know how that feels.
0:38:18 > 0:38:24- Do you?- Yeah.- Oh, that's nice, cos you know, you're a nice girl, he's a nice lad.- Oh...
0:38:24 > 0:38:27- Well, Grace said you were a nice girl.- Yeah...
0:38:27 > 0:38:31- Yeah, you'll have a date with George? - Yeah.- We've got a date for George!
0:38:31 > 0:38:34They're trying to find a date for George - I said I'll go on a date with him.
0:38:34 > 0:38:38He hasn't had a date in six years, and I was, like, oh, I feel sorry for him cos I know what it's like
0:38:38 > 0:38:41cos I haven't been on a date with anyone for ages and I was, like,
0:38:41 > 0:38:42oh, maybe, cos I feel sorry for him.
0:38:42 > 0:38:44He is really nice, George is, bless him.
0:38:50 > 0:38:51You on a call, George?
0:38:51 > 0:38:53No, just finished, just finished.
0:38:53 > 0:38:56- Come and have a chat then. - Yeah, of course.
0:38:56 > 0:38:59It is a fact that if someone is a good seller, they'll probably be more
0:38:59 > 0:39:02successful with the opposite sex - that they'll have the confidence,
0:39:02 > 0:39:06for a start, to go up and start chatting somebody up...
0:39:06 > 0:39:11They know how to close the deal, you know, they'll, er, they'll sell themselves.
0:39:11 > 0:39:14So you've got all your chat-up lines organised?
0:39:14 > 0:39:15Well, yeah, yeah.
0:39:15 > 0:39:16I've got some chat-up lines.
0:39:16 > 0:39:19Come on, give me some chat-up lines, then.
0:39:19 > 0:39:21Erm... I think you're nice.
0:39:21 > 0:39:24- I think... You know, you look good. - Hm?
0:39:24 > 0:39:25I think you look good.
0:39:27 > 0:39:30Sound sincere as you're saying it, George.
0:39:30 > 0:39:32Twe, we need help over here.
0:39:32 > 0:39:35George has got one chat-up line, right?
0:39:35 > 0:39:36And what's that?
0:39:36 > 0:39:38"You look good".
0:39:39 > 0:39:40Well, it's honesty.
0:39:40 > 0:39:41Yeah.
0:39:41 > 0:39:45How far do you think he'll go on that one chat-up line?
0:39:45 > 0:39:46I think you need...
0:39:46 > 0:39:49Well, it's like a conversation - like a sales pitch, ain't it?
0:39:49 > 0:39:51In your introduction, the last thing you want to do is
0:39:51 > 0:39:54talk at the customer, that would be a one-way conversation.
0:39:54 > 0:39:56- Yeah.- You're good at sales.
0:39:56 > 0:40:00Just take what you've learnt from a sales environment to a personal environment.
0:40:00 > 0:40:04What, turn round to them and go, hi, my name's George, I work at We Claim You Gain?
0:40:04 > 0:40:08You could, but you're not selling... You're selling the product there - you've got to sell yourself.
0:40:08 > 0:40:12What do girls want to talk about? The off-side rule.
0:40:12 > 0:40:15What if they're not interested in that, though?
0:40:15 > 0:40:18- Oh, they will be. - Yeah, all girls are interested in the off-side rule,
0:40:18 > 0:40:23that's all you hear them talking about in any pubs and bars and somewhere like that, seriously.
0:40:23 > 0:40:26- You don't want to be talking shopping.- That and car engines.
0:40:26 > 0:40:27Yeah, car engines, car engines.
0:40:27 > 0:40:30Yeah, seriously, it's a good point of conversation.
0:40:30 > 0:40:33- Yeah. OK.- I think you're pretty cool, anyway, George.
0:40:33 > 0:40:36- Thank you.- I think you know what you're doing, really - it's just, er,
0:40:36 > 0:40:39held under a facade of NOT knowing what you're doing.
0:40:39 > 0:40:41I suppose it's confidence, at the end of the day.
0:40:41 > 0:40:43- That's all it is.- Yeah.
0:40:47 > 0:40:51With George fully prepped, Nev takes him to meet his date, Alex.
0:40:51 > 0:40:53Alex...
0:40:54 > 0:40:58Alex, stand up. Stand up!
0:40:58 > 0:41:00ALEX LAUGHS
0:41:00 > 0:41:02Come on - group hug! Yes!
0:41:02 > 0:41:05CHEERING AND APPLAUSE
0:41:06 > 0:41:10- So, erm, we're going on a date. - Are we?
0:41:10 > 0:41:13We are going on... Well, not me - I don't want to join your date.
0:41:13 > 0:41:16We're going on a date to Nando's, aren't we?
0:41:16 > 0:41:18Can you exchange numbers, then, so we know what we're doing?
0:41:18 > 0:41:23Oh, she's hot - oh, she's hot. She's beautiful, she's proper beautiful.
0:41:25 > 0:41:26Oh, thank you!
0:41:28 > 0:41:31I think George is... is probably erm, ecstatic.
0:41:32 > 0:41:35Alex, I'm not so sure - maybe now having seen her date,
0:41:35 > 0:41:38she's having second thoughts already.
0:41:38 > 0:41:43However, there's a free Nando's in it for her and, erm, who knows? It might work.
0:41:43 > 0:41:46Did you want to give him a snog to send him on his way?
0:41:46 > 0:41:48Pardon?!
0:41:48 > 0:41:51I said, did you want to give George a snog to send him on his way?
0:41:51 > 0:41:53No!
0:41:53 > 0:41:57No, I think she wants to wait until after I've had a shave.
0:41:57 > 0:42:00- George the Stud has got a date. - George the Stud!
0:42:05 > 0:42:09A week after the auditions to find the call centre's finest voice,
0:42:09 > 0:42:11a decision has been reached.
0:42:11 > 0:42:15We're going to appoint Heledd as the voice of our call centre.
0:42:15 > 0:42:19It's a full grant, as well, a cavity wall insulation.
0:42:19 > 0:42:20She's got to go on the back of a bus -
0:42:20 > 0:42:23at least she doesn't look like the back of a bus,
0:42:23 > 0:42:26whereas, you know, a few of them did, you know, let's be fair.
0:42:26 > 0:42:30I think, er, she's got a fantastic voice... I'd buy from her.
0:42:30 > 0:42:33Every time, I don't know, there's something about Heledd's voice
0:42:33 > 0:42:35that just soothes me - just listen to that voice.
0:42:35 > 0:42:38And then the, er, the cement that fills the hole...
0:42:38 > 0:42:39- Superb.- ..is pigmented...
0:42:39 > 0:42:42She never gets distracted, either. She just goes with the flow.
0:42:42 > 0:42:45She's got the lovely, soft Welsh lilt to her voice,
0:42:45 > 0:42:49so we're going to opt for Heledd and, erm, hope for the best.
0:42:49 > 0:42:52Obviously, I don't like losing anything.
0:42:52 > 0:42:55If I wanted to win and I knew about it before, I would have
0:42:55 > 0:42:59full-on revised it, I would have SANG Bread Of Heaven.
0:42:59 > 0:43:02Because I only had a day, I'm happy with what I...
0:43:02 > 0:43:05I'm happy with, er,
0:43:05 > 0:43:09what I did within a day of knowing I was doing it. Do you get me?
0:43:09 > 0:43:12I was really, really disappointed because I do think I've got
0:43:12 > 0:43:17a really nice, natural, flair to my voice and things like that,
0:43:17 > 0:43:20but, erm, it doesn't really stop me having faith in myself,
0:43:20 > 0:43:23obviously, because I do know I'm quite good on the phone...
0:43:23 > 0:43:27When one door closes, another door opens, that's what I always say.
0:43:27 > 0:43:30For Heledd, being in the spotlight is nothing new.
0:43:30 > 0:43:31'I do enjoy performing.'
0:43:31 > 0:43:35When I was about 18, I got a part in Pobol y Cwm, which is
0:43:35 > 0:43:39the Welsh language national soap opera,
0:43:39 > 0:43:43and I was in that for a good six or seven years on and off, with a few breaks.
0:43:43 > 0:43:45I get a real buzz out of it.
0:43:45 > 0:43:48- Hiya!- Hiya!
0:43:48 > 0:43:52The final round in the competition is a telephone interview.
0:43:52 > 0:43:55PHONE RINGS
0:43:55 > 0:43:59- Hello. - 'Hi, is that Heledd?'
0:43:59 > 0:44:01It is - hello, there.
0:44:01 > 0:44:03Hi, it's Dan calling here from Buzz Wales.
0:44:03 > 0:44:07- Hi, Dan.- 'Well done for making it to the short list of finalists.'
0:44:07 > 0:44:08Thanks very much!
0:44:08 > 0:44:13I had to write a 300-word erm, application, I suppose,
0:44:13 > 0:44:19explaining why I deserve to be the voice of call centres in Wales...
0:44:19 > 0:44:21SHE LAUGHS
0:44:21 > 0:44:25Erm... And so I did it in the form of a poem - a really terrible poem.
0:44:25 > 0:44:28A point of contact, loud and clear
0:44:28 > 0:44:30The natural chat and a voice in the ear
0:44:30 > 0:44:32It's all in the telling and the ringing and the selling
0:44:32 > 0:44:35The dialling and the smiling that we're hard wired to hear
0:44:35 > 0:44:37Communicate, articulate, motivate and explicate,
0:44:37 > 0:44:40The urgency intoxicates the goal is drawing near
0:44:40 > 0:44:43In local calls and national, were passionate and adaptable
0:44:43 > 0:44:45We live for the talking so we talk for a living
0:44:45 > 0:44:48It's a rush, it's a buzz, to use your gob in your career.
0:44:48 > 0:44:52'Yeah, OK, so we'll be in touch - thanks for your time.'
0:44:52 > 0:44:56- Thank you for your time. Thanks very much - nice talking to you. - 'And you, all the best. Bye.'
0:44:56 > 0:44:57Bye-bye. Bye.
0:45:01 > 0:45:03Somebody told me that, apparently,
0:45:03 > 0:45:06if you win, then your face gets on a bus.
0:45:06 > 0:45:09I don't like the idea of that, but, erm,
0:45:09 > 0:45:12it's all good for a laugh, isn't it?
0:45:12 > 0:45:15You know, and it's good for the company so I guess,
0:45:15 > 0:45:17yeah, winning would be all right.
0:45:21 > 0:45:24Ania is continuing to struggle with very poor attendance,
0:45:24 > 0:45:26but despite her unreliability,
0:45:26 > 0:45:31Nev is bending over backwards to keep his star seller in the fold.
0:45:31 > 0:45:34I've had loads of time off at the minute so he gave me flexitime.
0:45:34 > 0:45:38Flexitime basically means that if you lose a day, rather than
0:45:38 > 0:45:40giving you a disciplinary for it,
0:45:40 > 0:45:42you just ring in and say you're giving your flexitime
0:45:42 > 0:45:47so they don't have to sack me and I don't have to be in the predicament of getting sacked.
0:45:47 > 0:45:51We try and help anybody that's got a problem, erm,
0:45:51 > 0:45:53try and be a father-like figure to them.
0:45:53 > 0:45:57But there's a reason behind Ania's unpredictable nature.
0:45:57 > 0:46:00I have really wild anxiety - I've had it all my life,
0:46:00 > 0:46:01from when I was younger,
0:46:01 > 0:46:04to only lately I've been trying to sort it out,
0:46:04 > 0:46:07so I need to be in the right place to sort it out,
0:46:07 > 0:46:09so I'm just, yeah, I'm enjoying me journey of sorting it out
0:46:09 > 0:46:11because I'm definitely getting through it -
0:46:11 > 0:46:16I'm going to counselling, I'm just sort of fishing through what's the matter with me,
0:46:16 > 0:46:19cos I just keep having bad anxiety to the point where I can't sleep
0:46:19 > 0:46:21and things, I feel like everything's going to come to an end.
0:46:21 > 0:46:23As well as flexitime,
0:46:23 > 0:46:27Nev has come up with another cunning rouse to keep Ania on the straight and narrow
0:46:27 > 0:46:30and plans to tell her after tonight's band practice.
0:46:35 > 0:46:37JAZZ MUSIC PLAYS
0:46:37 > 0:46:41'You've got to try a disciplinary route on it,
0:46:41 > 0:46:43'but on the flip side of that,
0:46:43 > 0:46:48'you want to help Ania and get her, her through her problematic time'
0:46:48 > 0:46:51that she's in, and put a new song in her mouth, you know, just,
0:46:51 > 0:46:56just get her head up and make her realise that life's good and get on.
0:46:56 > 0:46:59With one of his tea ladies about to go on holiday, Nev thinks
0:46:59 > 0:47:04a less pressured job might give Ania space to sort out her problems.
0:47:04 > 0:47:05Tea lady for the next two weeks.
0:47:05 > 0:47:08Er, yeah, I'm well up for that, giving the tea out, living the dream.
0:47:08 > 0:47:12Yeah. You're promoted to tea lady on NES -
0:47:12 > 0:47:15it don't get better than that, does it? Dizzy heights.
0:47:15 > 0:47:16Been demoted more like.
0:47:16 > 0:47:20No, no, a service, a service provider.
0:47:20 > 0:47:23- OK, OK. Thank you.- Thank you, Ania, you're a good egg.
0:47:23 > 0:47:25I want to do my best for this company and when I am on form,
0:47:25 > 0:47:29obviously, I'm a really good seller, but at the minute I'm not on form,
0:47:29 > 0:47:32so it's really nice that he said to be a tea lady
0:47:32 > 0:47:37and...whoopy-do, that'll give me a bit of time out, won't it?
0:47:40 > 0:47:42- Hiya, Steff.- Hiya.
0:47:42 > 0:47:45I believe you're going to train me today?
0:47:45 > 0:47:47I am indeed.
0:47:47 > 0:47:49Well done.
0:47:49 > 0:47:52Agh!
0:47:52 > 0:47:57It's time for the aspiring rock chick to strut her stuff on the tea round.
0:47:57 > 0:47:59- Here we go, babe.- Cheers, An.
0:47:59 > 0:48:02# Service with a smile... #
0:48:14 > 0:48:17Hello, hot boy. I'm joking!
0:48:19 > 0:48:23Some people like it really strong with a tiny bit of milk,
0:48:23 > 0:48:25some people like it with loads of milk.
0:48:25 > 0:48:27All right?
0:48:27 > 0:48:30Try it, though. Out of ten?
0:48:31 > 0:48:33- Eight.- Oh...
0:48:33 > 0:48:36It was nice but I couldn't distinguish whether it was actually
0:48:36 > 0:48:38tea or coffee, for a start,
0:48:38 > 0:48:42and it had bits round the outside of the mug.
0:48:42 > 0:48:44- Is there sugar in these?- No.
0:48:44 > 0:48:45That'll do, then.
0:48:45 > 0:48:47She makes a better cup of tea than Steff.
0:48:47 > 0:48:50- Do I?- Yeah, miles better. - Yeah!
0:48:50 > 0:48:54Nev's unorthodox plan seems to be doing the trick.
0:48:54 > 0:48:58I'm really enjoying my first day, obviously, erm, I've had a good laugh,
0:48:58 > 0:49:01everyone seems really nice, so, yeah, I enjoyed it.
0:49:09 > 0:49:12'I'll recap - I got a letter from the Housing Association
0:49:12 > 0:49:18'saying that I've got to pay £5.75 a week towards the rent.'
0:49:18 > 0:49:21The scheme replaces inefficient boilers
0:49:21 > 0:49:24with 100% funding if you qualify.
0:49:24 > 0:49:26'It's a new one, so I think it should be OK, thank you.'
0:49:26 > 0:49:29Ah, right, that's fine, can I just ask you, erm,
0:49:29 > 0:49:30roughly when it was replaced for you?
0:49:30 > 0:49:33- LINE GOES DEAD - Hello?
0:49:34 > 0:49:39'I'll tell you what, I'm going to start F-ing and blinding at you in a moment - piss off.'
0:49:39 > 0:49:42George might have bombed out of the voice competition,
0:49:42 > 0:49:44but at least he has a date to look forward to.
0:49:44 > 0:49:49I might just go up to her and say, how do you fancy, for example,
0:49:49 > 0:49:51Harvester - if I decide to go with that, I'd say,
0:49:51 > 0:49:53"What do you think of Harvester?"
0:49:53 > 0:49:55If she says yes, it's yes, if she says no,
0:49:55 > 0:49:59plan B, and it will be Pizza Express.
0:49:59 > 0:50:01Hopefully, she won't say no to both of them,
0:50:01 > 0:50:03because if she does, I'm... I'll be, erm...
0:50:06 > 0:50:08..up the creek without a paddle.
0:50:09 > 0:50:13Nev is planning to announce the good news at his weekly staff meeting.
0:50:15 > 0:50:17Is Alex up there? Where's Alex?
0:50:17 > 0:50:18Blonde Alex.
0:50:22 > 0:50:25I dunno, I just felt like I was kind of put on the spot a bit
0:50:25 > 0:50:28and I felt like I couldn't say no and Nev was, like, will you do it?
0:50:28 > 0:50:30And I was, like, oh, OK, then, but, erm,
0:50:30 > 0:50:33- I dunno, I didn't realise, it was proper...- Do you feel bad?
0:50:33 > 0:50:37Yeah, I dunno... I'll, you know, speak to him, just stay friends with him, you know...
0:50:37 > 0:50:39Yeah, just say to him, like, say you like someone else
0:50:39 > 0:50:43and you don't want to hurt his feelings by going on a date with someone else.
0:50:43 > 0:50:44No, I'll just be honest.
0:50:45 > 0:50:49I think... Oh, God, I don't know what Nev's going to say to me!
0:50:49 > 0:50:53Imagine if he sacks me, I'd cry. No, he's not going to sack me for that.
0:50:53 > 0:50:56News of Alex's no-show has reached Nev.
0:50:58 > 0:51:01Tell her she's sacked, then. I mean it!
0:51:01 > 0:51:06She committed to a date with George and if she's gypping out,
0:51:06 > 0:51:08she's out, all right?
0:51:09 > 0:51:11Is that right?
0:51:11 > 0:51:14I've sacked people for not singing before now -
0:51:14 > 0:51:16why couldn't I sack her for that?
0:51:19 > 0:51:22No, it's, erm, I wouldn't have sacked her for that, no.
0:51:22 > 0:51:24The search for the perfect or... No,
0:51:24 > 0:51:29the search for a woman will have to continue for now.
0:51:29 > 0:51:32Erm...
0:51:32 > 0:51:36Yes, it's just going to have to continue, to be honest.
0:51:37 > 0:51:40There's plenty of other women in here that I like.
0:51:40 > 0:51:43As I turn round, there's no women in the whole flaming place
0:51:43 > 0:51:46at the moment, so now I look like a bit of an arse.
0:51:48 > 0:51:51Sales agents from nearly 200 Welsh call centres
0:51:51 > 0:51:54competed to become the ultimate Voice Of Wales,
0:51:54 > 0:51:57and after much anticipation, the result is in.
0:51:57 > 0:52:00Guys, can I ask everybody to make those their last calls, quickly?
0:52:03 > 0:52:07We've got some very, very good news for the call centre.
0:52:07 > 0:52:11If I could just have Heledd come stand up by me, sweetheart.
0:52:13 > 0:52:18This... This young lady right here has won The Voice Of Wales.
0:52:18 > 0:52:20APPLAUSE
0:52:23 > 0:52:25Oh, no, really?!
0:52:25 > 0:52:30Yeah, and is the official Voice Of Wales for next year!
0:52:30 > 0:52:32Absolutely fantastic.
0:52:32 > 0:52:35APPLAUSE
0:52:39 > 0:52:41Someone's going to draw...
0:52:41 > 0:52:45They're going to draw a cock on me head, or something, you watch.
0:52:45 > 0:52:47That's what's going to happen.
0:52:47 > 0:52:50A picture of me on the side of a bus with a cock on me head.
0:52:50 > 0:52:53That's what's going to happen.
0:52:53 > 0:52:56- Congratulations on winning the voice.- Thank you.- Are you pleased?
0:52:56 > 0:52:59I'm very pleased, yeah, I'm still a little bit stunned,
0:52:59 > 0:53:01I still can't quite believe it.
0:53:01 > 0:53:04- Yeah.- Because I didn't expect to win, you know?
0:53:04 > 0:53:08No. Do you have any major concerns about
0:53:08 > 0:53:12your portrait being on the back of a bus, in case somebody draws...
0:53:12 > 0:53:13Yeah.
0:53:13 > 0:53:15..a dick on your head?
0:53:15 > 0:53:18- Well, it happened to Carrie Bradshaw.- Did it?
0:53:18 > 0:53:20Yeah, it did, yeah, so I was a bit worried.
0:53:20 > 0:53:21Who's Carrie Bradshaw?
0:53:21 > 0:53:24She, ah, she's the main character in Sex And The City.
0:53:24 > 0:53:27When would I watch Sex In The City, now, Heledd?
0:53:27 > 0:53:29All right, OK, well... anyway, yeah.
0:53:29 > 0:53:32And you worry that might happen to you as The Voice Of Welsh Call Centres?
0:53:32 > 0:53:36Yeah, I am because if it was somebody else, you see, that's what I would do.
0:53:36 > 0:53:37SHE LAUGHS
0:53:37 > 0:53:42It's a major, major coup for us as a call centre, erm,
0:53:42 > 0:53:45to have somebody that looks like the back of a bus - no, sorry,
0:53:45 > 0:53:49somebody's face on the back of a bus, that was it.
0:53:49 > 0:53:52- Anyway, congratulations on winning The Voice.- Thank you.
0:53:54 > 0:53:57It's been a week since Ania was made tea lady,
0:53:57 > 0:54:00but her poor attendance has become unmanageable.
0:54:00 > 0:54:03We tried to accommodate her in any way we could, but, er,
0:54:03 > 0:54:04failed miserably.
0:54:04 > 0:54:08You've still got to have some form of reliability, you know -
0:54:08 > 0:54:12turning up for six hours a week, it's bending the rules too much -
0:54:12 > 0:54:14it's not so much that, erm,
0:54:14 > 0:54:18that I let her go, it's that she said, look Nev, I'm letting you down
0:54:18 > 0:54:21all the time and I can't do it, that in itself is stressing me out.
0:54:21 > 0:54:24She couldn't do it. She just couldn't do it.
0:54:24 > 0:54:27Poor old Ania.
0:54:33 > 0:54:37DIALLING TONE
0:54:42 > 0:54:48'Your call can't be taken at the moment and you cannot leave a message.'
0:55:00 > 0:55:03- 'Hello?'- Hello there, is this a Mr Ramabam?
0:55:03 > 0:55:06I think George, first and foremost, is going to be fine.
0:55:06 > 0:55:09He's going to be OK, er... He would have learnt lessons,
0:55:09 > 0:55:14he's starting to come out of himself and he will get better and better and more confident as the years go on.
0:55:14 > 0:55:16Erm, whether I'm taking the Mickey out of him
0:55:16 > 0:55:19or pushing him along or kicking him along, he's doing OK.
0:55:19 > 0:55:22- Come on in, are you all right? - Yeah, good - how are you?
0:55:22 > 0:55:25- Park your arse.- Cheers.
0:55:25 > 0:55:28Um... NEV CLEARS THROAT
0:55:28 > 0:55:32Yeah, unfortunately all our campaign of, you know,
0:55:32 > 0:55:38"Date George" amounted to the square root of zip.
0:55:38 > 0:55:41- Sorry, George, but... - Ah, no worries.
0:55:41 > 0:55:43Just dust it off. Just remember,
0:55:43 > 0:55:46it's like sales, right? You've got to take rejection now and again.
0:55:46 > 0:55:49Somebody slams the phone down on you, somebody's rude to you -
0:55:49 > 0:55:56SWSWSWN - same as girlfriend - some will, some won't, so what, next.
0:55:56 > 0:55:58- Yeah, yeah.- You'll be fine.- Yeah. - All right?
0:56:06 > 0:56:08Nev is forced to use some strong arm tactics.
0:56:08 > 0:56:10- Somebody say go.- Go!
0:56:13 > 0:56:15Lost to a 53-year-old.
0:56:16 > 0:56:19..the high rollers are backed into a corner...
0:56:19 > 0:56:22Shirt, trousers, shoes - get them on.
0:56:22 > 0:56:25..tea girl Hayley has a point to prove...
0:56:25 > 0:56:27I've bought absolutely everything.
0:56:27 > 0:56:29Cheap shit just to get people steaming.
0:56:29 > 0:56:32This is how I own it.
0:56:32 > 0:56:35..and the call centre football team have a score to settle.
0:56:35 > 0:56:37CHEERING
0:56:37 > 0:56:39Get out! Out! Get off! Get off!
0:56:58 > 0:57:01Subtitles by Red Bee Media Ltd