0:00:02 > 0:00:05This programme contains strong language
0:00:05 > 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 > 0:00:20They're the factories of our time
0:00:20 > 0:00:23but here, at the third largest call centre in Swansea,
0:00:23 > 0:00:27the only things being made are the cold calls we dread.
0:00:27 > 0:00:30'No, no, no, 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 > 0:00:39Holding the reins is CEO, Nev Wiltshire.
0:00:39 > 0:00:43With over half of his sales agents under 25, Nev has developed
0:00:43 > 0:00:48a unique approach to keeping his young workforce on their toes.
0:00:48 > 0:00:50Sums up my management style?
0:00:50 > 0:00:52Get out of my office!
0:00:52 > 0:00:55A 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 troupes loved him.
0:01:01 > 0:01:04He's awful, absolutely awful.
0:01:04 > 0:01:07And with a sales floor simmering with stress...
0:01:07 > 0:01:08'Piss off!'
0:01:08 > 0:01:10This ain't funny, no, this ain't funny now,
0:01:10 > 0:01:12cos you could've broke it.
0:01:12 > 0:01:13I'm going to kill someone.
0:01:13 > 0:01:15..sex...
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 > 0:01:24Oose! Oose!
0:01:24 > 0:01:29There'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.
0:01:35 > 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 > 0:01:45Welcome to Nev's world.
0:01:55 > 0:01:58Nev's management inspiration, Napoleon, once said,
0:01:58 > 0:02:03that ability is nothing without opportunity, so today,
0:02:03 > 0:02:05Nev wants to give an opportunity
0:02:05 > 0:02:07to one of his ambitious young sales agents.
0:02:09 > 0:02:1318-year-old, Robinson, has only been working at the call centre
0:02:13 > 0:02:17for six months but he's already after a promotion.
0:02:17 > 0:02:20Where... Where's Robinson? You got a chair, Robinson?
0:02:22 > 0:02:24Are you going to adjudicate this?
0:02:24 > 0:02:25I'll adjudicate, yeah.
0:02:25 > 0:02:31OK, all it is, right, he's going to be an assistant team leader
0:02:31 > 0:02:34if he can beat me in an arm wrestle, right? That's the deal.
0:02:34 > 0:02:37- No ifs, no buts, no interviews. - Right.- He's a nice boy.
0:02:37 > 0:02:38There's no way you could lose, is there?
0:02:38 > 0:02:44I don't think so, however, if you lose there's a forfeit.
0:02:44 > 0:02:45What is the forfeit?
0:02:45 > 0:02:49You're going to be in charge of cleaning toilets for a week
0:02:49 > 0:02:50and the kitchen.
0:02:50 > 0:02:55I want the canteen spankingly clean and the toilets, no mess anywhere.
0:02:55 > 0:02:58- You're going to be toilet monitor for a week.- Ah, a week?
0:02:58 > 0:02:59There's your Marigolds.
0:02:59 > 0:03:03Now, you don't have to go for it, what do you fancy?
0:03:03 > 0:03:05- Go for it.- You're still going to go for it?- Yeah.
0:03:05 > 0:03:06He's going to go for it.
0:03:09 > 0:03:11Nev, is a fully formed man.
0:03:11 > 0:03:13He stands six foot three
0:03:13 > 0:03:15and although he keeps his weight a secret,
0:03:15 > 0:03:18he's probably around 17 stone.
0:03:18 > 0:03:22Robinson is still growing and weighs in at less than 12 stone.
0:03:22 > 0:03:25I don't know how old he is, 40, 50?
0:03:25 > 0:03:28He's strong though, he's worked all his life, big shoulders.
0:03:28 > 0:03:29See what happens.
0:03:29 > 0:03:32We actively encourage competition here.
0:03:32 > 0:03:34I mean it is, it's a competitive environment
0:03:34 > 0:03:37and erm, it's a happy environment.
0:03:37 > 0:03:40People have got to be happy, they've got to be energetic,
0:03:40 > 0:03:44they've got to be enthusiastic, but they've also got to be competitive.
0:03:44 > 0:03:46I reckon I can take him.
0:03:50 > 0:03:52Are you going? Somebody say, go!
0:03:52 > 0:03:55- Go!- Come on!
0:03:55 > 0:03:57Come on!
0:04:01 > 0:04:06Good effort, where's the Marigolds?
0:04:06 > 0:04:08Does that mean I don't have to go on the phones?
0:04:11 > 0:04:14Ah! One more?
0:04:14 > 0:04:16- You want double or quits?- Yeah.
0:04:16 > 0:04:17He wants to go again.
0:04:19 > 0:04:23What Robinson doesn't know, is that Nev hasn't lost
0:04:23 > 0:04:26a call centre arm wrestle for over four years.
0:04:26 > 0:04:30- Where you going?- That's cheating. - No, it's not.
0:04:30 > 0:04:31Go on, Nev!
0:04:34 > 0:04:37Come on, Nev. You're going all red, there.
0:04:42 > 0:04:44Nev's unbeaten run continues.
0:04:44 > 0:04:47He lost to a 53-year-old.
0:04:47 > 0:04:50But for Robinson, not only has he missed out on promotion,
0:04:50 > 0:04:54he's now facing the next two weeks with his hands down the toilet.
0:04:54 > 0:04:57- Good effort, do you want to hug it out?- Yeah.
0:04:57 > 0:05:00Keep the Marigolds away from me.
0:05:00 > 0:05:02And it looks like he'll have to wait
0:05:02 > 0:05:04for a more traditional route to the top.
0:05:04 > 0:05:07I absolutely detest losing.
0:05:07 > 0:05:09Erm, all the toys go out of the pram if I lose.
0:05:09 > 0:05:12If I'm playing Tiddlywinks, I've got to win.
0:05:12 > 0:05:16Got to win, I couldn't even let my kids beat me.
0:05:21 > 0:05:24Robinson isn't the only ambitious go-getter in the call centre.
0:05:25 > 0:05:29Tea lady, Hayley, is also full of bright ideas
0:05:29 > 0:05:34and although Nev may be head of a multi-million pound business empire,
0:05:34 > 0:05:36it won't stop Hayley from trying to show
0:05:36 > 0:05:39that there's more to her than a pair of urns.
0:05:39 > 0:05:41I've got an idea, right?
0:05:42 > 0:05:43- How are you, Hayley?- I'm fine.
0:05:43 > 0:05:46Why don't you come in and start throwing my room all round the place.
0:05:46 > 0:05:49Yeah, sorry, hon. Basically, right, I've got an idea.
0:05:49 > 0:05:51You've got...you've got an idea?
0:05:51 > 0:05:54I'm quite proud of myself when I thought of this,
0:05:54 > 0:05:57cos you know, with all the events and stuff happening in work,
0:05:57 > 0:05:59- I thought, right, I'm going to think of something myself.- Really?
0:05:59 > 0:06:02Strictly Come Prancing, right, like Strictly Come Dancing.
0:06:02 > 0:06:05Four judges, you know, mark the numbers on different types of dances
0:06:05 > 0:06:09like salsa, freestyle, erm, foxtrot, you know, country.
0:06:09 > 0:06:11You're going to do a foxtrot, are you?
0:06:11 > 0:06:13Well I don't know. I want to do a lot, see,
0:06:13 > 0:06:15but I just need you now if you're up for it?
0:06:15 > 0:06:17We need a venue, a place and you know?
0:06:17 > 0:06:20So what you've got then, you come up with the idea.
0:06:20 > 0:06:24- Yeah, Strictly Come Prancing. - Strictly Come Prancing.- Yeah.
0:06:24 > 0:06:26- You dump it in my lap.- Yep.
0:06:26 > 0:06:28And I've got to put it all together?
0:06:28 > 0:06:30Yeah, because no-one will listen to me if I say this to people.
0:06:30 > 0:06:33People will just think, you know, "Oh ah you know?"
0:06:33 > 0:06:35But you'll get it going for me, hon.
0:06:35 > 0:06:37With everything I've got on my plate right now.
0:06:37 > 0:06:39You want me to organise Strictly Come Prancing?
0:06:39 > 0:06:41It's not like you can't handle it,
0:06:41 > 0:06:44you take everything else on the chin so...
0:06:44 > 0:06:46You know? Are you up for it?
0:06:46 > 0:06:48It's up to you if you want to get involved in the dancing or...
0:06:48 > 0:06:50My concern, if they don't practise,
0:06:50 > 0:06:53they're going to look complete bell ends.
0:06:53 > 0:06:55I'll sort all that out then.
0:06:55 > 0:06:56You'll sort it all out?
0:06:56 > 0:06:59- I don't believe you could sort out anything.- Watch me.
0:06:59 > 0:07:03- Bugger off, I've got work to do. - Ta da!- Out! Now, get out!
0:07:07 > 0:07:10Nev's doubts about Hayley's organisational skills
0:07:10 > 0:07:14may be justified, given that she sometimes struggles
0:07:14 > 0:07:16even to get her urns in order.
0:07:16 > 0:07:20Right, basically, we had a bit of a disaster today in the kitchen.
0:07:20 > 0:07:25I either did it wrong by pouring coffee in the tea
0:07:25 > 0:07:27and tea in the coffee, or someone was winding me up
0:07:27 > 0:07:29when I weren't looking
0:07:29 > 0:07:31and put coffee in the tea and tea in the coffee.
0:07:31 > 0:07:34But, I think it was me, I think it was my mistake,
0:07:34 > 0:07:36but because I filled them all the way up,
0:07:36 > 0:07:40I'm not throwing it out in the bin, so it's still coffee.
0:07:40 > 0:07:43I'd try it though, they've got nothing to lose, like.
0:07:43 > 0:07:46- Just try it, innit.- All of it.
0:07:46 > 0:07:51No, just try it for me, just try it for me, please.
0:07:51 > 0:07:53Everyone's scared like, it's not that bad,
0:07:53 > 0:07:55it's not going to kill you, is it?
0:07:55 > 0:07:56It's just tea and coffee.
0:07:56 > 0:07:58OK, Hayley's toffee or tea-coffee as she put it,
0:07:58 > 0:08:01I'd rather eat my own shit, to be fair.
0:08:01 > 0:08:04Not that I walk around eating my own shit on a normal day.
0:08:04 > 0:08:06Chris, Chris liked it.
0:08:06 > 0:08:07Chris did like it on, you know...
0:08:07 > 0:08:11But it takes, you know, some form of lunacy to like that.
0:08:11 > 0:08:15Hayley has become integral to the place. You know, it was only...
0:08:15 > 0:08:20"What, what can I do with her, you know, I'll make her a tea lady."
0:08:20 > 0:08:21We'll buy a trolley.
0:08:21 > 0:08:23She crashed it.
0:08:23 > 0:08:25She knows everybody, she knows everybody's gossip,
0:08:25 > 0:08:29people love her, but if I was a betting man,
0:08:29 > 0:08:33I would say that I would have more chance in the middle of Beirut
0:08:33 > 0:08:40with a water pistol than Hayley pulling off Strictly Come Prancing.
0:08:40 > 0:08:43It's so strong, look what it did to his armpits?
0:08:45 > 0:08:49It's a one-off, I apologise.
0:08:58 > 0:09:00OK, places everyone down here, please.
0:09:00 > 0:09:04The call centre has a strict dress code on the sales floor,
0:09:04 > 0:09:07but not everyone toes the line.
0:09:07 > 0:09:09Right then, can I have a quick look round
0:09:09 > 0:09:12to see if we've got shirt and ties, shirt and ties.
0:09:12 > 0:09:14Oh, shock, shock we've got Chickenhead.
0:09:14 > 0:09:17Why you doing that for? My mate, Griff...
0:09:17 > 0:09:19Griff, guys, can we do a big cheerio?
0:09:20 > 0:09:28(ALL) Cheerio, cheerio, cheerio. Cheerio, cheerio, cheerio.
0:09:28 > 0:09:30Chickenhead, Griff, come on with me.
0:09:30 > 0:09:33Right then, guys, everyone crack on with it.
0:09:33 > 0:09:3625-year-old, Matthew Thomas, aka Chickenhead
0:09:36 > 0:09:39is one of the call centre's top sellers.
0:09:39 > 0:09:40OK, the time slot's between nine and 12,
0:09:40 > 0:09:42so if you just want to keep that, OK?
0:09:42 > 0:09:45He's worked for Nev for the last two and a half years
0:09:45 > 0:09:49and regularly comes top of the company sales chart.
0:09:49 > 0:09:52OK, thanks a lot for your time, Mr Bradbury, take care, bye.
0:09:52 > 0:09:55Yes! I average about 25-30 sales a week,
0:09:55 > 0:09:59which is usually about 200 to 300 quid commission on average.
0:09:59 > 0:10:00I find it easy.
0:10:00 > 0:10:03I'm getting so used to it now, it's the type of thing
0:10:03 > 0:10:05where I excel when I want, do you know what I mean?
0:10:05 > 0:10:08Oh, my God! Oh, my God!
0:10:08 > 0:10:11But it's not just his bottom he flaunts.
0:10:11 > 0:10:15He regularly ignores company rules and is difficult to manage.
0:10:15 > 0:10:16Shirt, T-shirt.
0:10:19 > 0:10:21Tomorrow, seriously...
0:10:24 > 0:10:26You used to wear a shirt, chuck a shirt on.
0:10:26 > 0:10:28I used to wear a shirt the first month I worked for the company.
0:10:28 > 0:10:31We're going back to basics. Shirt, trousers, shoes, get them on.
0:10:31 > 0:10:33You're not different to anyone else.
0:10:33 > 0:10:35I just don't understand it, customers can't see it.
0:10:35 > 0:10:37You don't need to understand it.
0:10:37 > 0:10:40Yeah, Chickenhead, I can see why he would think
0:10:40 > 0:10:42there's a different set of rules for him.
0:10:42 > 0:10:45Chickenhead's got no problem with ringing my mobile
0:10:45 > 0:10:48at half past 12 on a Friday night.
0:10:48 > 0:10:50"Hiya, Nev?" "Huh?!"
0:10:50 > 0:10:52"Any tickets for tomorrow, Nev?"
0:10:55 > 0:10:58To make matters worse, Chickenhead sits next to another
0:10:58 > 0:11:01one of the call centre mavericks, Richard Griffiths.
0:11:06 > 0:11:09How long do you reckon Paul Gascoigne has got to live?
0:11:09 > 0:11:12- How long has Gazza got left?- Yeah?
0:11:12 > 0:11:1520 minutes plus injury time. Oh, hello is that Mr Rylands?
0:11:15 > 0:11:18Yeah, hi, it's Richard here, I'm the grant supervisor for your area
0:11:18 > 0:11:20for Nationwide Energy.
0:11:20 > 0:11:23I'm calling to see if your walls have been insulated...
0:11:25 > 0:11:30Griff is also a high roller, who's success is built not on hard work
0:11:30 > 0:11:33but on his ability to make people laugh.
0:11:33 > 0:11:34No, no I'll give them to you now.
0:11:34 > 0:11:36You don't want them, sir?
0:11:36 > 0:11:39So, in the words of Inspector Clouseau,
0:11:39 > 0:11:40"What is putting you erf?"
0:11:43 > 0:11:44"What is putting you erf?"
0:11:44 > 0:11:47Hello, Sir, it's Richard here, the grants advisor for your area
0:11:47 > 0:11:49for Nationwide Energy.
0:11:49 > 0:11:52When was the loft done last, my love?
0:11:52 > 0:11:53All right, my love?
0:11:53 > 0:11:57'I would say, approximately three years.'
0:11:57 > 0:11:59Oh, right, fairly recently then?
0:11:59 > 0:12:02Yeah, I'm all right, as well, but that's not the reason I'm calling.
0:12:02 > 0:12:04Obviously I'm glad you are all right, though.
0:12:04 > 0:12:06You don't know what division the Swans were in
0:12:06 > 0:12:08when the boiler was replaced, no?
0:12:08 > 0:12:09'No.'
0:12:09 > 0:12:11Right, erm...
0:12:11 > 0:12:14No, you don't have to be interested, it's my job to arouse your interest,
0:12:14 > 0:12:16I'm a professional interest arouser.
0:12:16 > 0:12:18Was Trundle playing for the Swans
0:12:18 > 0:12:22- when the boiler was changed, do you know?- 'No idea?'
0:12:22 > 0:12:24No, all right. What team do you support?
0:12:24 > 0:12:26Do you support Bradford?
0:12:26 > 0:12:28'I don't support any. I hate football.'
0:12:28 > 0:12:32Do you? Oh, probably football is not going to help us then.
0:12:32 > 0:12:36- Five years ago, do you watch X Factor?- 'No.'
0:12:36 > 0:12:37Basically, it's your money
0:12:37 > 0:12:40being recycled back into the system, you see?
0:12:40 > 0:12:45Billions of years of evolution has got me here to do this.
0:12:45 > 0:12:48Should have stayed in the fucking sea, shouldn't I?
0:12:48 > 0:12:50Well, most people call me God,
0:12:50 > 0:12:52but, er, a lot of people in work call me Griff.
0:12:52 > 0:12:55When I was a kid, I wanted to be a footballer,
0:12:55 > 0:12:58erm, but I've got a bit old now.
0:12:58 > 0:13:00I still do a job in the lower leagues, I suppose,
0:13:00 > 0:13:01first, second division.
0:13:01 > 0:13:04I have lost the art of pace, I'm not going to deny that.
0:13:04 > 0:13:08But it's all up there now, innit? Teddy Sheringham syndrome.
0:13:08 > 0:13:12Yeah, OK, another quick word, guys, while...
0:13:12 > 0:13:15The man charged with managing these two mavericks,
0:13:15 > 0:13:19is 23-year-old team leader, Cutter.
0:13:19 > 0:13:22Cutter's got his work cut out to manage Griff
0:13:22 > 0:13:23and Chickenhead on the same team.
0:13:23 > 0:13:29Cutter's a young manager, he's got his work cut out.
0:13:29 > 0:13:33Personally, if I get bored, my head goes west, you know what I mean?
0:13:33 > 0:13:35It's quite a boring job.
0:13:35 > 0:13:41And, erm, yeah, it just helps the day go quicker, really.
0:13:41 > 0:13:43Hi, is that Mr Curwen?
0:13:43 > 0:13:46HE SNEEZES
0:13:46 > 0:13:47HE SNEEZES AGAIN
0:13:47 > 0:13:49Excuse me. If everybody behaved,
0:13:49 > 0:13:52we could get rid of half the managers, I suppose.
0:13:52 > 0:13:56so I'm creating employment, I am, for my local area.
0:13:56 > 0:13:57That's all I can say.
0:13:59 > 0:14:03Cutters, can you get a clipboard, please?
0:14:03 > 0:14:08A clipboard, you need a clipboard and you need a Bluetooth headset.
0:14:08 > 0:14:11He'd look really fucking important then.
0:14:11 > 0:14:13- Cutter, did you say something then? - Yeah.- Well?
0:14:13 > 0:14:15You haven't done nothing all morning.
0:14:15 > 0:14:16That's discrimination.
0:14:18 > 0:14:20- Cutters.- How are we, Nev?
0:14:20 > 0:14:22I'm all right.
0:14:22 > 0:14:24Cutter is struggling to keep a hold over his team
0:14:24 > 0:14:27and has turned to Nev for management advice.
0:14:27 > 0:14:31Erm, Chickenhead, Griff.
0:14:32 > 0:14:36- Chickenhead and Griff?- Yeah, erm, don't get me wrong, Nev...
0:14:36 > 0:14:37The best performers.
0:14:37 > 0:14:41Best performers to a certain extent, best performers,
0:14:41 > 0:14:42sales are spot-on.
0:14:42 > 0:14:45Erm, we've just got a little bit of an issue with them.
0:14:45 > 0:14:47I think if we don't nip it in the bud now,
0:14:47 > 0:14:49it could escalate across the floor.
0:14:49 > 0:14:52I just want to see what you think, really?
0:14:52 > 0:14:53Yeah.
0:14:53 > 0:14:56Don't get me wrong if they earn it, fine, but...
0:14:56 > 0:14:59- Right, yeah, but you can't let them drag the team down, right?- Exactly.
0:14:59 > 0:15:01Management,
0:15:01 > 0:15:04management styles, different styles of management, right?
0:15:04 > 0:15:06You've got the very friendly guy that does
0:15:06 > 0:15:09all his business on the golf course or in the pub.
0:15:09 > 0:15:12And then you've got an out and out dictator
0:15:12 > 0:15:15who's totally task orientated the other side.
0:15:15 > 0:15:17When the pressure is on and people are messing you about,
0:15:17 > 0:15:20you've got to go down to the dictator side.
0:15:20 > 0:15:24- So, you've got to nip it in the bud. - Mmm.
0:15:24 > 0:15:26But rather than take on Griff and Chickenhead himself,
0:15:26 > 0:15:30Cutter wants backup from senior manager, Thorpey.
0:15:31 > 0:15:36If they are, if they are like taking the mick a little bit
0:15:36 > 0:15:38and I've told them and told them,
0:15:38 > 0:15:42what about Thorpey having a word with them or something like that?
0:15:42 > 0:15:49- Right, OK, you've got to go to a dictator?- Yeah.
0:15:49 > 0:15:51By all means, use Thorpey.
0:15:51 > 0:15:55Will do, I think I'm happy with that. Cheers, Nev.
0:15:55 > 0:15:57- Go on.- Thank you.- Go and lead them.
0:16:04 > 0:16:09Tea lady, Hayley, is organising a dance competition
0:16:09 > 0:16:12but organization has never been her strong point
0:16:12 > 0:16:16and two years ago, she had a diagnosis that explained why.
0:16:16 > 0:16:18When I told Nev and everyone,
0:16:18 > 0:16:22"Oh guess what I got diagnosed with today? ADHD."
0:16:22 > 0:16:24They were all like, "Oh, we knew that ages ago."
0:16:24 > 0:16:27Everyone I told, it was like, "Yeah we knew that."
0:16:27 > 0:16:31I think Hayley's struggled a bit with a lot of things in her life,
0:16:31 > 0:16:34it's not just the ADHD but she is a lovely person.
0:16:34 > 0:16:39She cares for people and she is so enthusiastic, she is naturally nuts!
0:16:39 > 0:16:44It's what she is and, erm, yeah, I will do my very best
0:16:44 > 0:16:46to always look after her.
0:16:46 > 0:16:47Are we ready?
0:16:49 > 0:16:51Shut your heads.
0:16:51 > 0:16:55Having fun in the call centre is something Nev takes very seriously.
0:16:55 > 0:16:59He's keen to give Hayley's Strictly Come Prancing idea a boost.
0:16:59 > 0:17:02A couple of things on a shit sandwich today.
0:17:02 > 0:17:06Anybody fancy a bit of Come Dancing?
0:17:06 > 0:17:08Strictly Come Prancing.
0:17:08 > 0:17:11We're having a dancing competition.
0:17:11 > 0:17:14If you have a partner, if you have a group or a troupe,
0:17:14 > 0:17:17sort yourselves out get your act really slick.
0:17:17 > 0:17:20It doesn't matter how old or how young you are,
0:17:20 > 0:17:25if you think you can do a break dance and win, do it.
0:17:25 > 0:17:27There will be drinks on the night.
0:17:27 > 0:17:29All right, don't get excited,
0:17:29 > 0:17:32we don't want to go out on the dance floor pissed, right?
0:17:32 > 0:17:36This has got to be good. All right? Anybody up for it?
0:17:37 > 0:17:39We've got a few enthusiasts, OK.
0:17:39 > 0:17:42So, get your routines sorted out.
0:17:42 > 0:17:44Right, bugger off!
0:17:44 > 0:17:48With Nev's official backing, Hayley's now confident that her
0:17:48 > 0:17:51Strictly Come Prancing competition will prove to him
0:17:51 > 0:17:54she can do more than just serve tea.
0:17:54 > 0:17:56Me arranging something like this,
0:17:56 > 0:17:59most people would probably think, you know, disaster,
0:17:59 > 0:18:01but with a little help from everyone
0:18:01 > 0:18:03I think I'll be able to pull it off.
0:18:11 > 0:18:15Call centre staff are penalised for late arrival.
0:18:15 > 0:18:20Griff gets a lift into work with 25-year-old sales agent, Brent,
0:18:20 > 0:18:23but with very few parking spaces to go round,
0:18:23 > 0:18:25they're often forced to improvise.
0:18:33 > 0:18:36Ah! Oh shit!
0:18:36 > 0:18:38I didn't know you were going to do the reverse manoeuvre today, Brent.
0:18:38 > 0:18:40It come a little bit unexpected.
0:18:46 > 0:18:48It's like a peaceful protest Brent, init?
0:18:48 > 0:18:53Yeah, well I don't get a ticket and it's easier to park there.
0:18:53 > 0:18:54I just drive straight out now.
0:18:54 > 0:18:57I just can't get out my doors, cos the bush is in the way.
0:18:57 > 0:19:00- If I could get an actual space, it would be a lot easier.- Free, Nev?
0:19:00 > 0:19:01Erm, it looks like it.
0:19:01 > 0:19:04Never one to shy away from cheeky requests,
0:19:04 > 0:19:07Griff's taking Brent to see Nev
0:19:07 > 0:19:10about getting a permit for the company car park.
0:19:10 > 0:19:13Brent's a bit shy, I asked him to come in himself, but he's a bit shy.
0:19:13 > 0:19:18- Ah!- Probably the reason, his sales are low. Erm...
0:19:18 > 0:19:20We're after a car parking spot.
0:19:20 > 0:19:24He brings four of us in every day, so it's a full car,
0:19:24 > 0:19:26long-term member of the unit...
0:19:28 > 0:19:30..and I don't know if you've noticed him parking in the bushes
0:19:30 > 0:19:32and things like that?
0:19:32 > 0:19:35He reverses into the bushes.
0:19:35 > 0:19:37Is this the red Postman Pat vehicle?
0:19:37 > 0:19:41- Yeah, Chickenhead's old wagon.- Yeah, it used to be my brother's, actually.
0:19:41 > 0:19:43- Did it?- Chickenhead bought her off my brother.
0:19:43 > 0:19:46It's only a matter of time before he ends up in the river.
0:19:46 > 0:19:48- 30,000 miles on the clock from new? - Yeah.
0:19:48 > 0:19:51- It's one careful owner and then Chickenhead.- Chickenhead.
0:19:51 > 0:19:55Yeah, well I'll see what spaces we've got available
0:19:55 > 0:19:58but if you're bringing a car load then, yeah, I'll look after you.
0:19:58 > 0:20:01- Five a day, innit?- If you turn up on your own, I'll bomb you back out.
0:20:01 > 0:20:05- Yeah, fair enough.- Can't ask for more than that, really.
0:20:05 > 0:20:08- You can't. Bugger off then. - Brilliant.- Off you go.- Thanks, Nev.
0:20:08 > 0:20:10- Thanks, Nev. - See I told you to ask.
0:20:10 > 0:20:12That's a great result thanks to Rich.
0:20:12 > 0:20:15- Cheers, mate, appreciate that. - Cheers, Griff, nice one.
0:20:15 > 0:20:17- Man of action, see?- Yeah.
0:20:17 > 0:20:19- If you don't ask, you don't get. - No, exactly.
0:20:19 > 0:20:22- Especially in this environment.- Mmm.
0:20:22 > 0:20:25Everybody wants everything, nobody wants to give anything,
0:20:25 > 0:20:29nobody wants to ask for anything, everybody's asking for everything.
0:20:29 > 0:20:30HE LAUGHS
0:20:35 > 0:20:38What, is that it, is it? After all I've done for you, that's it?
0:20:38 > 0:20:43- It's just a big bloody joke, innit? - Well, I bring you in everyday? - Ah, yeah, for £60 a week.
0:20:43 > 0:20:45You don't pay anything!
0:20:48 > 0:20:49Uhh.
0:20:54 > 0:20:58For Hayley to prove to Nev that she can do more than just serve tea,
0:20:58 > 0:21:02she needs to make Strictly Come Prancing a success.
0:21:02 > 0:21:05So she's launched a full-scale marketing campaign.
0:21:07 > 0:21:11Yay! Still here, babes.
0:21:11 > 0:21:15- Right, you up for my Strictly Come Dancing idea?- What's that?
0:21:15 > 0:21:18Just for a laugh, are you up for Strictly Come Dancing? My idea.
0:21:18 > 0:21:20I don't know exactly what the plans are
0:21:20 > 0:21:23but I just need rough ideas how many people's up for it.
0:21:23 > 0:21:25- Are you up for my Strictly Come Prancing?- Yeah!
0:21:25 > 0:21:29It's going to be a laugh, like. Freestyle music, salsa, jiving.
0:21:29 > 0:21:32Freestyle would be: # Um-nam, Gangnam Style. #
0:21:32 > 0:21:34You know, and then: # I'm sexy and I know it. #
0:21:34 > 0:21:37Two dance-offs, do you get me?
0:21:37 > 0:21:40Needing at least 50 sales agents to take part,
0:21:40 > 0:21:44Hayley's tea round is now doubling up as a recruitment drive.
0:21:44 > 0:21:47- What about rumba?- That's another one, I forgot about that one.
0:21:47 > 0:21:48SHE MAKES UP WORDS
0:21:48 > 0:21:53# La-la-la-la-la rumba La-la-la-la rumba Say go mico na nico la rero
0:21:56 > 0:22:00# La-la bamba! # I forgot about that one.
0:22:00 > 0:22:02- You've got to do a bit of freestyle?- Yeah 100%.
0:22:02 > 0:22:07- B-boys?- What's that?- A little bit of bump and grind.- Oh, yeah.
0:22:07 > 0:22:11But signing people up is only half the battle - getting them to attend
0:22:11 > 0:22:13a Sunday rehearsal will be the real challenge.
0:22:13 > 0:22:17Hayley? Is anybody going to teach us how to dance?
0:22:17 > 0:22:20Yeah, we might be having a professional dancer as well.
0:22:20 > 0:22:22I'm going to be the choreographer.
0:22:22 > 0:22:25It's nothing serious it'll be a minute or two dances, just fun.
0:22:25 > 0:22:26I can't dance.
0:22:26 > 0:22:31What would you say you're better at? Freestyle, salsa, jiving, rumba?
0:22:31 > 0:22:34Now you're asking. I think it's pretty much a bit of freestyle,
0:22:34 > 0:22:36get some good music on and have a little bit of a jig.
0:22:36 > 0:22:38- Fist pumping, is it?- Oh, yeah.
0:22:38 > 0:22:41Fist pumping, there we are, sound. I need numbers.
0:22:41 > 0:22:45We might have a bit of silent techno on the go, like.
0:22:45 > 0:22:48- Get people raving as well, shall we? - Oh, fab!
0:22:53 > 0:22:55Chickenhead's managers are on the war path -
0:22:55 > 0:22:58they've just reviewed the quarterly attendance records
0:22:58 > 0:23:02and there's some serious cause for concern.
0:23:02 > 0:23:07It's time for Nev's enforcer Thorpey to get stuck in.
0:23:07 > 0:23:11- Matthew.- I'm just getting someone to represent me, that's all.
0:23:11 > 0:23:13It's not a representation.
0:23:13 > 0:23:15I know but you're allowed someone to come in with you.
0:23:15 > 0:23:18So I've asked Brent, he's just finishing his call.
0:23:18 > 0:23:21Is there any reason why you want Brent to come in? Brent! Brent!
0:23:21 > 0:23:24Do you want to come in with Matthew or not?
0:23:24 > 0:23:27Just to witness, that's all.
0:23:27 > 0:23:30- Right, we're taking this seriously as well, mind.- Yeah, I know.
0:23:30 > 0:23:34- It's not a piss take or anything. - I know.- Seriously. I'm not smiling.
0:23:34 > 0:23:36- All right, all right. - Are you coming in, Brent?
0:23:36 > 0:23:38- If he needs me.- Yeah, just come in.
0:23:43 > 0:23:45Keep your phones on silent.
0:23:45 > 0:23:47Yeah, I'll turn that off.
0:23:47 > 0:23:52OK, so it's a disciplinary with regards attendance.
0:23:52 > 0:23:56- So there's one on the 1st of the 11th.- Yeah.
0:23:58 > 0:23:59Do you know why that was?
0:23:59 > 0:24:01I think on the 1st of the 11th I woke up late.
0:24:01 > 0:24:04Was there any reason for you getting up late?
0:24:04 > 0:24:06I'm not sure if I, erm...
0:24:06 > 0:24:09Bearing in mind it was Halloween the night before.
0:24:09 > 0:24:13Yeah, erm, I actually did go out on Halloween with
0:24:13 > 0:24:16a couple of members of staff and I had woken up late the next day.
0:24:18 > 0:24:22- Right, OK, so drunk, was it? - Well, slept late.
0:24:22 > 0:24:25So the next one is the 10th of the 12th.
0:24:25 > 0:24:31- I was off with a toothache and I did notify Lewis and Cutter.- OK.
0:24:31 > 0:24:34So they were actually aware that I was off.
0:24:34 > 0:24:40So the third one is, erm...on the 27th of the 12th
0:24:40 > 0:24:47and that is the period of work in between Christmas and New Year,
0:24:47 > 0:24:49do you remember what that was for?
0:24:49 > 0:24:52Erm...I can't remember, to be honest with you, erm...
0:24:52 > 0:24:56Do you remember what you were doing on the 26th, so that's Boxing Day?
0:24:56 > 0:24:58Boxing Day...
0:25:00 > 0:25:04I think I went out local Boxing Day, I don't think I had a late night.
0:25:04 > 0:25:08I can't remember if I didn't know we were in on the 27th? I thought we were in...
0:25:08 > 0:25:12You didn't know we were working on the 27th and the 28th? Are you seriously...
0:25:12 > 0:25:15Bear in mind this is a disciplinary now, let's be serious about things.
0:25:15 > 0:25:18You're honestly telling me you didn't know that we
0:25:18 > 0:25:22were in work on the 27th and 28th, when there's posters all around...
0:25:22 > 0:25:25All around the company saying that we're working on the 27th and 28th?
0:25:25 > 0:25:29Your reason for not being in is you didn't know we were meant to be in?
0:25:29 > 0:25:33- Yeah.- I've got to be honest with you, Matthew, it doesn't show you in a good light.
0:25:33 > 0:25:38For that reason we are going to issue you with a verbal warning.
0:25:38 > 0:25:41If we finish up the formalities here,
0:25:41 > 0:25:45can me and you just have a quick little chat once James has gone?
0:25:45 > 0:25:47Yeah, thank you very much.
0:25:48 > 0:25:51- Can you bring that?- Yeah.
0:25:55 > 0:25:59Let's be honest about this, what are you bringing him in here for?
0:25:59 > 0:26:00Seriously it's a joke.
0:26:00 > 0:26:01No, I just...
0:26:01 > 0:26:03Seriously it's a joke.
0:26:03 > 0:26:06I had someone in here just to witness what's going on, basically.
0:26:06 > 0:26:07"Witness what's going on"?
0:26:07 > 0:26:11That's not taking the piss out of me or James or the whole process of the company?
0:26:11 > 0:26:13- No.- He's laughing.
0:26:14 > 0:26:18- No, but like... - Seriously, don't tell me you didn't know the company was open
0:26:18 > 0:26:21- and don't smile in a disciplinary, seriously.- I'm not.
0:26:21 > 0:26:23You may not think I'm trying to help you
0:26:23 > 0:26:26but if you continue like this... I think you're on a little bit
0:26:26 > 0:26:29of a slippery slope - your sales aren't great at the moment, mate.
0:26:29 > 0:26:32I'm trying to give you some friendly advice.
0:26:32 > 0:26:37You might have a smile on your face and think it doesn't matter, and bring Brent in and take the piss.
0:26:37 > 0:26:41No, I'm taking it seriously. I admitted that I'd been out the night before and that,
0:26:41 > 0:26:44then I'd said, obviously, I'd been ill and Christmas.
0:26:44 > 0:26:47Can you seriously sort it out, because it's a slippery slope?
0:26:47 > 0:26:49You go out on the piss, don't turn up for work,
0:26:49 > 0:26:53your sales go down the pan and before you know it you're out of the company.
0:26:53 > 0:26:55That's what happens to people. No-one's above that.
0:26:55 > 0:26:58- Sort it out, mate. - OK, thanks a lot, cheers.
0:27:00 > 0:27:04Thank you, Brent, for your unstinting support in all that(!)
0:27:04 > 0:27:08I just wanted him to witness it all and see what was going on.
0:27:08 > 0:27:11I didn't ask him to input into anything, do you know what I mean?
0:27:11 > 0:27:14- OK.- Or laugh or anything. - You wanted to get me off the phone.
0:27:16 > 0:27:18I haven't got the drive I had a few months ago.
0:27:18 > 0:27:22Not working as much all the time as I used to, not concentrating.
0:27:22 > 0:27:26I just have been on the phones so long now, about 18 months,
0:27:26 > 0:27:30it's just a bit much. There's only so much you can take, really.
0:27:30 > 0:27:33I just fancy a change. I need something new to motivate me.
0:27:35 > 0:27:38And the decision has been made to separate Chickenhead
0:27:38 > 0:27:41and his partner in crime, Griff.
0:27:41 > 0:27:45It's like having unruly children, really, innit? Not much fun.
0:27:45 > 0:27:49Part of the reason I don't get involved in the promotion side of things
0:27:49 > 0:27:53is you're expected to manage fucking idiots like me.
0:27:53 > 0:27:55Fuck that, innit, for a laugh.
0:27:58 > 0:28:01It's home time and with the promise of a new car parking permit,
0:28:01 > 0:28:05Brent will be hoping his days of pulling out of a big bush
0:28:05 > 0:28:07will soon be behind him.
0:28:33 > 0:28:35Hayley's booked a studio for her rehearsals
0:28:35 > 0:28:41after her promotional campaign for Strictly Come Prancing saw 50 people signing up to take part.
0:28:43 > 0:28:48Unfortunately only five of them have actually shown up.
0:28:48 > 0:28:51Half the people haven't turned up so I don't know.
0:28:51 > 0:28:55Hope I haven't got to dance now because I can't, I'll be shamed.
0:28:55 > 0:28:59- I can't dance to save my life. - When I'm drunk I think I can.- Yeah.
0:28:59 > 0:29:01But normally I just can't.
0:29:01 > 0:29:05I knew this would happen. Sunday, everyone would be hung-over.
0:29:05 > 0:29:08But they could at least text, cos I would have stayed in bed.
0:29:08 > 0:29:11I understand everyone's probably still partying or dying in bed
0:29:11 > 0:29:14but for fuck's sake, like - I got out and got ready.
0:29:14 > 0:29:16It's all gone tits up, no-one's turned up.
0:29:16 > 0:29:20There was loads of people on the list and I think everyone's hung-over,
0:29:20 > 0:29:24cos we got paid this weekend, the rugby was on yesterday,
0:29:24 > 0:29:27all-dayers and I think alcohol has taken over everyone.
0:29:27 > 0:29:31They're all in bed, lying down, suffering, probably.
0:29:32 > 0:29:34- Hayley, Hayley.- Cracking disaster!
0:29:37 > 0:29:39Disaster on toast, like.
0:29:39 > 0:29:44But Hayley won't let the low turn-out stop her working on her own routine.
0:29:44 > 0:29:46MUSIC: "Beat It" by Michael Jackson
0:29:46 > 0:29:47Ha, yeah!
0:29:51 > 0:29:54Ready? Just bring it on the line.
0:30:13 > 0:30:17I'm out of breath, is anyone else out of breath? I'm fucked.
0:30:17 > 0:30:23Hayley's given it her all but unfortunately the same can't be said for the rest of the call centre.
0:30:23 > 0:30:26Strictly Come Prancing may have had its last waltz.
0:30:26 > 0:30:31It was an absolute disaster to be honest, no-one turned up, we made the most of what we had.
0:30:31 > 0:30:34I do feel a bit like it looks like I can't organise an event now,
0:30:34 > 0:30:36but I know I can and when they say, "Yeah",
0:30:36 > 0:30:39and then don't come, it's annoying.
0:30:40 > 0:30:43But whatever, innit? Shit happens.
0:30:50 > 0:30:53Chickenhead has lost his mojo
0:30:53 > 0:30:57but Nev's got a plan to reinvigorate his top seller.
0:30:57 > 0:31:00He's going to make football-obsessed Chickenhead
0:31:00 > 0:31:02manager of the call centre football team.
0:31:05 > 0:31:07Park your arse on the end.
0:31:07 > 0:31:11But with a massive game coming up against a rival Cardiff call centre,
0:31:11 > 0:31:13it's a big risk for Nev.
0:31:13 > 0:31:18OK, a few people have said I must be on drugs
0:31:18 > 0:31:21to contemplate giving you a chance of running the football team,
0:31:21 > 0:31:25because it is vital that Swansea beat Cardiff.
0:31:25 > 0:31:27- Are you the man, Chickenhead?- Yeah.
0:31:27 > 0:31:31- Are you up to the challenge? - Yeah, I think I'm a man.
0:31:31 > 0:31:34- Cometh the hour, cometh the man? - Yeah I'm up for it.
0:31:34 > 0:31:36What about the fact that some people said,
0:31:36 > 0:31:40"Chickenhead would need a full-scale lobotomy if he's going to be able
0:31:40 > 0:31:42"to achieve anywhere near running a football team?"
0:31:44 > 0:31:47Erm, I'm not sure, to be honest with you.
0:31:47 > 0:31:50- You don't know what a lobotomy is, do you?- No.
0:31:50 > 0:31:53Never mind. Let's see if we can get things organised, right?
0:31:53 > 0:31:54- Yeah.- Rouse the troops.
0:31:54 > 0:31:57I'll get all the boys' numbers and positions
0:31:57 > 0:31:59and who's genuinely interested.
0:31:59 > 0:32:01You're going to prove them wrong?
0:32:01 > 0:32:04Course I am. I'm an organised person, I'm reliable and committed.
0:32:04 > 0:32:07Right, go on, bugger off, go and do some work, sell some stuff.
0:32:13 > 0:32:15You know, people have to have a dream
0:32:15 > 0:32:20and they have to have a passion and with some it's DJing,
0:32:20 > 0:32:23with some it's footballing, it might be ballet, it might be anything.
0:32:23 > 0:32:27You don't know but yeah, they should be allowed to live their dreams.
0:32:33 > 0:32:37After months of reversing into the nearest convenient bush,
0:32:37 > 0:32:39Brent has finally been given a permit...
0:32:42 > 0:32:46..allowing him to use the company car park and avoid any late penalties.
0:33:00 > 0:33:04Having been put in charge of the call centre football team,
0:33:04 > 0:33:09Chickenhead wastes no time in calling his first meeting as a manager.
0:33:09 > 0:33:13Just want to explain why everyone's here, it's in regards to the football match against Cardiff,
0:33:13 > 0:33:19which I'm not sure what date it's, er, it's exactly taking place yet.
0:33:19 > 0:33:23But with the roles reversed, he's finding controlling a group
0:33:23 > 0:33:25a lot harder than disrupting one.
0:33:26 > 0:33:30Want to know a rough time? I think about two, three o'clock.
0:33:30 > 0:33:35On a Sunday, you've got to organise something fairly early cos by the time people get to two o'clock,
0:33:35 > 0:33:38they've had Sunday dinner and no-one can be arsed to turn up.
0:33:38 > 0:33:40Got to be with the wife.
0:33:40 > 0:33:43Exactly you've better off starting it like half ten or 11 o'clock.
0:33:43 > 0:33:46But then how many boys are going to turn up?
0:33:46 > 0:33:48Can't you miss your games for one week?
0:33:48 > 0:33:52- It's shitty Sunday league football, do you know what I mean? - Same time, everyone comes to it.
0:33:52 > 0:33:56Yeah, yeah... Two, two.. 12... Or three...
0:33:58 > 0:34:00We'll go for about 12 o'clock, then!
0:34:00 > 0:34:03I'm quietly shitting myself!
0:34:04 > 0:34:07That's pretty much it then, any more questions at all?
0:34:07 > 0:34:10I've seen you play, you're not player manager, are you?
0:34:10 > 0:34:11I don't know, I haven't decided.
0:34:11 > 0:34:15I'm hoping to play maybe half, just so that it doesn't look as if
0:34:15 > 0:34:19- I'm being a bit biased to myself, playing the full game and that. - Oh, God!
0:34:23 > 0:34:25Go and do some work, come on!
0:34:25 > 0:34:28Cardiff are right up for this, they've had trials,
0:34:28 > 0:34:32they've had practise matches and they're going for it.
0:34:32 > 0:34:36And can I rely on Chickenhead 100%? Not even 10%.
0:34:36 > 0:34:42I was a bit nervous cos that was my first managerial meeting in front of quite a number of people
0:34:42 > 0:34:44but I thought it went pretty well, all in all.
0:34:44 > 0:34:47Felt a bit nervous at times, couldn't get my words out but, you know...
0:34:53 > 0:34:56After the poor turn-out for rehearsals,
0:34:56 > 0:34:59Hayley's dance competition has been abandoned.
0:35:00 > 0:35:04Nev's summoned her in for an appraisal of her performance.
0:35:04 > 0:35:08- Oh, God, I'm going to have a heart attack.- Get in here now!
0:35:08 > 0:35:12- Yeah.- What do you mean, "Yeah?" "Yes, sir," when you speak to me.
0:35:12 > 0:35:14Good afternoon, sir. How are you, Nev?
0:35:14 > 0:35:17- I am splendid.- Good.- Right, Hayley. - Yeah.
0:35:17 > 0:35:19I know you've been disappointed.
0:35:19 > 0:35:22Right, it was my idea. A banging idea. It went tits up
0:35:22 > 0:35:24because these lot are let downs.
0:35:24 > 0:35:26They were hung-over they didn't turn up.
0:35:26 > 0:35:28I understand. Kaput. The whole thing's gone tits up.
0:35:28 > 0:35:29Gutted. Good idea.
0:35:29 > 0:35:32However, right, if they don't sell... "Oh this lot were crap.
0:35:32 > 0:35:35"We didn't sell anything. Muh-uh. Well I had a good idea, muh-uh."
0:35:35 > 0:35:37You can't force people to do something they don't want to.
0:35:37 > 0:35:39Although they told me they wanted to...
0:35:39 > 0:35:41Did you try bribery and corruption?
0:35:41 > 0:35:43- Yeah, but I don't beg. - No, you didn't.
0:35:43 > 0:35:46I don't want to beg. If they're not interested, they're not interested.
0:35:46 > 0:35:48OK. Drive. Drive and commitment.
0:35:48 > 0:35:51You know, I don't want to kick a girl when she's down.
0:35:51 > 0:35:54However, your drive and commitment - it just didn't happen.
0:35:54 > 0:35:56You've got to be there driving it.
0:35:56 > 0:35:59- Well, look, I went round prancing about...- Out of ten...
0:35:59 > 0:36:02- Yeah. - ..how many for drive and commitment?
0:36:02 > 0:36:05Ah, look, just give me 0, 0, 0, 0, 0!
0:36:05 > 0:36:09Well, that is where it's going, isn't it? Organisational ability?
0:36:09 > 0:36:12Right, if you ask me, right, the posters were good,
0:36:12 > 0:36:14the idea was really good,
0:36:14 > 0:36:17the people who said they were up for it - good characters.
0:36:17 > 0:36:19- You... - But then they let me down.
0:36:19 > 0:36:21You organise... Right, listen. This is the way it is, right?
0:36:21 > 0:36:23- We've got event management people here.- Yeah.
0:36:23 > 0:36:26People with degrees in event management, right?
0:36:26 > 0:36:28Did you bring them into the equation?
0:36:28 > 0:36:30No cos I thought they're busy doing other stuff.
0:36:30 > 0:36:33I didn't want to pester people when they've got an actual job to do.
0:36:33 > 0:36:36Brian Clough said surround yourself with good people and the rest
0:36:36 > 0:36:39- is easy.- But Nev...- You should have brought in the right help.
0:36:39 > 0:36:41I'm just a tea lady, I can't pester event people in work
0:36:41 > 0:36:43when they've got other jobs to do.
0:36:43 > 0:36:46Including people of good calibre to organise it -
0:36:46 > 0:36:50none out of ten. Your motivational ability.
0:36:50 > 0:36:51That was good. I'll tell you now,
0:36:51 > 0:36:54- I did go around everyone prancing about.- I'll give you two, OK.
0:36:54 > 0:36:56What songs they want to do.
0:36:56 > 0:37:00- It has been said...- Oh, yes? - ..possibly by me...- Right.
0:37:00 > 0:37:03- That you couldn't organise a piss-up in a brewery.- Right.
0:37:03 > 0:37:06- Can you organise a piss-up in a brewery?- Well, that's not hard.
0:37:06 > 0:37:08Well that's just saying,
0:37:08 > 0:37:10"She couldn't organise a piss-up in a brewery."
0:37:10 > 0:37:14I can't believe it. Oh, you're nuts.
0:37:14 > 0:37:16I'm nuts? I'm nuts?
0:37:16 > 0:37:18Piss-up in a brewery. A piss-up in a brewery.
0:37:18 > 0:37:21That's the pot calling the kettle black or what?
0:37:21 > 0:37:24Right, you want people to get pissed in a brewery?
0:37:24 > 0:37:26- Correct. - Why would anyone turn that down?
0:37:26 > 0:37:30With your organisational and leadership and creativity
0:37:30 > 0:37:33and teamwork and planning,
0:37:33 > 0:37:35I reckon you've got every chance of cocking it up.
0:37:35 > 0:37:38- Hiya, Grace, you all right? - Yeah.
0:37:38 > 0:37:41- I don't want...- I've just given Hayley a challenge, right,
0:37:41 > 0:37:44- and I've called you in. - She'll be like this, "No!"- No.
0:37:44 > 0:37:49And I've brought you in, right, as her number one assistant.
0:37:49 > 0:37:51Now I understand that you know a brewery?
0:37:52 > 0:37:55- My father.- Really?- Yeah.
0:37:55 > 0:37:56Well, we just need to ask him.
0:37:56 > 0:37:59Your daddy owns a brewery.
0:37:59 > 0:38:02Right, OK. Go and see what dates he's got available and see
0:38:02 > 0:38:06what rooms he's got available. You're organising a piss-up in a brewery.
0:38:09 > 0:38:14Hayley's dance competition failed due to a lack of practice,
0:38:14 > 0:38:15so Nev has set her a task
0:38:15 > 0:38:19that requires no practice from call centre staff -
0:38:19 > 0:38:20getting pissed.
0:38:20 > 0:38:22Oh, hello. Ha, ha!
0:38:22 > 0:38:25Ha, ha! Oh, my God!
0:38:25 > 0:38:27Really? We're going to get pissed up in here, like.
0:38:27 > 0:38:30So we'll put another bar by here, yeah?
0:38:30 > 0:38:32Right, your table and chair all this lot out.
0:38:32 > 0:38:35If you want to organise a buffet... I suggest you would.
0:38:35 > 0:38:37- Cos if you're going to drink lots and lots...- Yeah.
0:38:37 > 0:38:39..you need some blotting paper in them, yeah?
0:38:39 > 0:38:41Right, so we need to get some sandwiches, sausages, cheese.
0:38:41 > 0:38:43Just like little party food.
0:38:43 > 0:38:47Right, so stage here. DJ, music... Sort the stuff out.
0:38:47 > 0:38:51Then all round here's where everyone just gets nuts. Yeah.
0:38:51 > 0:38:55Are we allowed to try some samples now while we're here or...?
0:38:55 > 0:38:57This is different. This is really different.
0:38:57 > 0:39:00You know, why wouldn't people want to turn up to this?
0:39:00 > 0:39:02It will be a good laugh, a really good laugh.
0:39:02 > 0:39:05Booze, a venue, entertainment, just need a date now
0:39:05 > 0:39:06and get people coming, that's all.
0:39:08 > 0:39:11Now tell me I can't organise a piss-up in a brewery!
0:39:15 > 0:39:17With the big match just around the corner,
0:39:17 > 0:39:20Chickenhead is on a sports diet.
0:39:20 > 0:39:21Looks quite nice that, doesn't it?
0:39:21 > 0:39:24He's putting the finishing touches to picking a team
0:39:24 > 0:39:27capable of beating the Cardiff call centre.
0:39:27 > 0:39:31Last season I think I scored 45 goals in the season. I think
0:39:31 > 0:39:35I've scored 13 goals this year in about six games already.
0:39:35 > 0:39:38So, you know, I've got goals in me as well.
0:39:38 > 0:39:41I'm going to use this bit of cardboard now
0:39:41 > 0:39:42as my pitch sort of thing
0:39:42 > 0:39:46but I've got bits of paper then of the rough idea of the squad.
0:39:46 > 0:39:48So I've got to confirm that now and write down in my head
0:39:48 > 0:39:51the actual 16 I'm going to be picking on the day.
0:39:51 > 0:39:54Chickenhead's dedication to the job hasn't gone
0:39:54 > 0:39:57unnoticed by senior manager Thorpey.
0:39:57 > 0:40:00The football manager's role is organising people
0:40:00 > 0:40:04and is timekeeping and scheduling and maybe he'll
0:40:04 > 0:40:09learn from that a little bit of empathy with the people who have to manage him
0:40:09 > 0:40:14and maybe he'll change some of his ways that he approaches work.
0:40:14 > 0:40:15That's what you'd hope.
0:40:15 > 0:40:17- You want to stay on the swing there? - Yeah.
0:40:17 > 0:40:20Chickenhead's management of the football team isn't his first
0:40:20 > 0:40:23taste of responsibility.
0:40:23 > 0:40:25A year ago he unexpectedly discovered
0:40:25 > 0:40:28he was the father of a ten-month-old girl.
0:40:28 > 0:40:31Whee. Whee. Daddy, take it.
0:40:33 > 0:40:35Did you see that?
0:40:35 > 0:40:39'I take the baby out the park a lot and I really enjoy spending
0:40:39 > 0:40:45'time with her and that and it just makes me smile seeing her smiling.'
0:40:46 > 0:40:49Although he's no longer with Maisie's mother,
0:40:49 > 0:40:51he's determined to do the right thing.
0:40:51 > 0:40:54'I take my responsibility serious.'
0:40:54 > 0:40:55I pay my maintenance
0:40:55 > 0:40:58and if the baby needs anything, you know, I've got to make sure
0:40:58 > 0:41:00that I've got the money to pay.
0:41:00 > 0:41:01Hold on.
0:41:01 > 0:41:03'I'm not a selfish person. My father never bothered
0:41:03 > 0:41:07'so it makes gives me more reason to make sure that I father Maisie.'
0:41:09 > 0:41:11Maisie, sit down.
0:41:11 > 0:41:15I'm fully aware that we've taken young kids that have
0:41:15 > 0:41:18been on the wrong road and turned it round.
0:41:18 > 0:41:20We've had remarkable success.
0:41:20 > 0:41:26Sometimes you don't get success but, yeah, I am aware that that this
0:41:26 > 0:41:30place can be a tonic for people to change their lives around, yeah.
0:41:36 > 0:41:38For Chickenhead's partner in crime Griff,
0:41:38 > 0:41:42call centre life has been more than just a tonic.
0:41:42 > 0:41:45'I went to rehab about four or five years ago.
0:41:45 > 0:41:48'I was a full-on, fully-blown drug addict at one point.
0:41:48 > 0:41:53'I mean, we're talking about 25 years of habit.'
0:41:53 > 0:41:54If people want to judge me on it,
0:41:54 > 0:41:56they can go fuck themselves and I'll judge them
0:41:56 > 0:41:59on how well they fuck themselves. Do you know what I mean?
0:41:59 > 0:42:04But now call centre life is also beginning to take its toll.
0:42:04 > 0:42:07'I consider myself an addict whether I'm using drugs or not.
0:42:07 > 0:42:09'You know, my brain still thinks the same way. Know what I mean?'
0:42:09 > 0:42:12And in sales, you know the buzz of getting a deal
0:42:12 > 0:42:15and the buzz of earning commission, you know, and you can get
0:42:15 > 0:42:20locked in to that to the point of no matter what you earn, you want more.
0:42:20 > 0:42:24'One is too many, 1,000 is never enough, as they say.'
0:42:24 > 0:42:27I come down here a lot, you know. It's a good place to come to
0:42:27 > 0:42:32think and try and get some material.
0:42:32 > 0:42:36Griff's lifelong ambition is to write and perform stand-up comedy.
0:42:36 > 0:42:40I've started writing stuff but I've never finished anything
0:42:40 > 0:42:44so I've never got to the point where,
0:42:44 > 0:42:47where I could see what would actually happen if I finish
0:42:47 > 0:42:50something and seen it through what would happen with it, you know?
0:42:50 > 0:42:54So I've, you know, got a few notes I've been writing down.
0:42:55 > 0:42:59The call centres. It's like being down the coal pits
0:42:59 > 0:43:02except without the pride
0:43:02 > 0:43:04and the emphysema, of course.
0:43:06 > 0:43:08A few on my team won't know what emphysema means
0:43:08 > 0:43:10that's for fucking sure.
0:43:10 > 0:43:12'I'm, like, developing an arrogance
0:43:12 > 0:43:14'about being a stand-up comedian now,'
0:43:14 > 0:43:17which is like way beyond my ability. Do you know what I mean?
0:43:17 > 0:43:19And I'm hoping then that my ability will catch up
0:43:19 > 0:43:22cos I know I've got the ability to do it
0:43:22 > 0:43:25but you have to be able to do it at a certain time.
0:43:25 > 0:43:29After over a decade working in Swansea call centres,
0:43:29 > 0:43:33Griff knows all about the dangers of spending too long on the phones.
0:43:33 > 0:43:34'I've always said in this job,
0:43:34 > 0:43:37'once you start counting how many calls you've made,
0:43:37 > 0:43:40'you've made too many. Know what I mean? It's time to leave.
0:43:40 > 0:43:42'In an hour, 33.'
0:43:42 > 0:43:46About 200 a day, about a 1,000 a week,
0:43:46 > 0:43:4950,000 a year. That'll be 100,000, ain't it?
0:43:51 > 0:43:55I've got a statistic. You're seven times more likely to be
0:43:55 > 0:44:00killed by your stepfather than your father. That's a fact.
0:44:00 > 0:44:04And you want to remember that next time I'm fucking your mother!
0:44:09 > 0:44:11It's the day before the big match
0:44:11 > 0:44:16and Nev's called Chickenhead in to make sure everything is in place.
0:44:16 > 0:44:18The kit arrived a couple of days ago.
0:44:18 > 0:44:21Is somebody going to remember to bring a ball?
0:44:21 > 0:44:23Yeah, we've got two balls.
0:44:23 > 0:44:27The minibus is arranged as well so it's all organised and gone to plan.
0:44:27 > 0:44:30So who's organised all this? Who have you delegated it to?
0:44:30 > 0:44:33- I've organised it all. - Personally?
0:44:33 > 0:44:36Yeah, I've got all the boys' names on the back of the shirts
0:44:36 > 0:44:39- and numbers as well. - I mean, what could go wrong?
0:44:39 > 0:44:43Well, we might not win, innit?
0:44:43 > 0:44:45That's the only thing that could go wrong.
0:44:45 > 0:44:47Everything else is organised and sorted.
0:44:47 > 0:44:49Just, yeah, we should win the game.
0:44:49 > 0:44:53Chickenhead, I will be thoroughly impressed if you pull this off.
0:44:57 > 0:45:00Chickenhead's big day has arrived.
0:45:00 > 0:45:03To some, football is a matter of life and death,
0:45:03 > 0:45:05but for Chickenhead's Swansea team,
0:45:05 > 0:45:08this match against a rival call centre from Cardiff
0:45:08 > 0:45:10is far more important.
0:45:10 > 0:45:14Now, we all know each other now. Work together, play together.
0:45:14 > 0:45:16SHOUTING AND CLAPPING
0:45:19 > 0:45:22Obviously, I've come to check the Cardiff talent out as well, like!
0:45:22 > 0:45:24I can't see it, you know.
0:45:24 > 0:45:27When they're in their kit and they haven't got no gel on their hair,
0:45:27 > 0:45:29I can't tell who's hot yet.
0:45:31 > 0:45:34It's not the winning that counts, it's the taking part.
0:45:34 > 0:45:35Yeah, right(!)
0:45:35 > 0:45:37Come on, you arseholes! Come on!
0:45:39 > 0:45:41Come on, then, Swansea!
0:45:46 > 0:45:48WHISTLE BLOWS REPEATEDLY
0:45:50 > 0:45:53Standard Swansea-Cardiff, to be honest.
0:45:53 > 0:45:56Pretty heated. There's no love lost between us lot.
0:46:02 > 0:46:06Cutter, Chickenhead's manager, can only watch on
0:46:06 > 0:46:09as a hopeful punt from outside the box
0:46:09 > 0:46:12sees Cardiff take the lead.
0:46:16 > 0:46:20And Swansea go into half time 1-0 down.
0:46:20 > 0:46:24This is a match Nev does not want the call centre to lose.
0:46:24 > 0:46:27Determined to give Chickenhead all the help he can,
0:46:27 > 0:46:30he takes the half-time team talk.
0:46:30 > 0:46:31I just had a word with the ref.
0:46:31 > 0:46:35Eight bookings. Well, if we wanted a boxing match,
0:46:35 > 0:46:37we'll have a bloody boxing match.
0:46:37 > 0:46:41Enthusiasm's one thing. Put your foot on the ball, kick it in the goal!
0:46:41 > 0:46:43Just play football.
0:46:43 > 0:46:48Get the ball down, keep your heads. For quarter of an hour have a rest.
0:46:50 > 0:46:53Football is a game of two halves.
0:46:53 > 0:46:58But in this match, the second half is just like the first.
0:46:59 > 0:47:02WHISTLE BLOWS REPEATEDLY
0:47:07 > 0:47:10Did you see Chickenhead turn just then?
0:47:10 > 0:47:11I've seen milk turn faster!
0:47:11 > 0:47:14- I saw the start of it but I missed the end of it.- Yeah.
0:47:20 > 0:47:23Get out! Get off! Get off!
0:47:24 > 0:47:28With minutes to go, Swansea are awarded a free kick.
0:47:30 > 0:47:32CHEERING
0:47:35 > 0:47:39The match ends 1-1, and with the referee not wanting to risk
0:47:39 > 0:47:43any extra time, it goes straight to a penalty shootout.
0:47:48 > 0:47:51- You, Rob, me, Simon and Percy. - Let's go for it then.
0:47:52 > 0:47:55After a combination of bad penalty taking
0:47:55 > 0:48:00and worse goalkeeping, it comes down to sudden death.
0:48:03 > 0:48:05CHEERING AND HECKLING
0:48:06 > 0:48:08# Getting sacked in the morning
0:48:08 > 0:48:11# Sacked in the morning
0:48:11 > 0:48:15ALL: # We're getting sacked in the morning. #
0:48:16 > 0:48:20All Cardiff need to win the match is to score the next goal.
0:48:29 > 0:48:30There was a winner,
0:48:30 > 0:48:34and to Chickenhead's demise it was Cardiff.
0:48:34 > 0:48:37HE LAUGHS But there we are.
0:48:37 > 0:48:41Yeah, I am a bit gutted, like, but the kit was lovely in fairness.
0:48:41 > 0:48:44It was well organised. We had refs, we had linesmen,
0:48:44 > 0:48:47so, yeah, I thought it went...it went to plan,
0:48:47 > 0:48:49it's just the result didn't go to plan, really.
0:48:54 > 0:48:57It's the end of an era.
0:48:57 > 0:49:00While Chickenhead is starting to shape up,
0:49:00 > 0:49:05Griff has made a big decision and has stopped coming to work.
0:49:05 > 0:49:08Yeah, I do miss Griff. I think everyone misses him, really.
0:49:08 > 0:49:10What's it what's it like in the car without Griff, Brent?
0:49:10 > 0:49:12A fucking dream.
0:49:14 > 0:49:18No, I never liked him anyway, to be honest.
0:49:18 > 0:49:21I'm glad he's gone.
0:49:21 > 0:49:24You know, you're going to lose a few but it's disappointing when it's
0:49:24 > 0:49:29somebody like Griff that's such a big part of the call centre.
0:49:29 > 0:49:32Erm, yeah, I do believe he'll be back.
0:49:32 > 0:49:35I think that it won't be long before he is back.
0:49:37 > 0:49:40But the only work occupying Griff right now is housework.
0:49:42 > 0:49:45My nan always taught me "Tidy house, tidy mind," innit?
0:49:46 > 0:49:50And "The devil will make work for idle hands to do."
0:49:52 > 0:49:55I don't want to go back there, you know, but I'd never say,
0:49:55 > 0:49:57"Oh, I'll never go back there," cos you never know.
0:49:57 > 0:50:01I'm currently unemployed and, you know,
0:50:01 > 0:50:04being unemployed in this country in this day and age,
0:50:04 > 0:50:07there's not much money in it.
0:50:07 > 0:50:10I'm developing these comedy nights now,
0:50:10 > 0:50:12trying to get a regular night going,
0:50:12 > 0:50:14and it may end up being very successful, you know.
0:50:14 > 0:50:16So I could do well out of it.
0:50:16 > 0:50:20If not it'll be an experience, you know, but, er...
0:50:20 > 0:50:23working in a call centre, there's only so much experience
0:50:23 > 0:50:25you're going to get from it, you know?
0:50:25 > 0:50:27Griff's future may lie elsewhere,
0:50:27 > 0:50:31but his departure has its perks for the rejuvenated Chickenhead.
0:50:31 > 0:50:35Eh, I'd probably say, erm, since Griff has left,
0:50:35 > 0:50:38my sales have probably improved by about 50%.
0:50:38 > 0:50:42I mean, he can be a bit of a distraction sometimes.
0:50:42 > 0:50:44He's a laugh and that but he's not here now,
0:50:44 > 0:50:45I'll get a bit more work done.
0:50:45 > 0:50:48And since he's been gone I've hit commission every week.
0:50:48 > 0:50:51We all know he can do it, he's just got to show us that he can do it,
0:50:51 > 0:50:53and get back to his winning ways.
0:50:53 > 0:50:56Erm, he's pulled it back nicely, in all fairness to him.
0:50:56 > 0:50:57I just hope it continues.
0:50:57 > 0:50:59You just get the working tax credits.
0:50:59 > 0:51:01I mean, you or anyone else living there
0:51:01 > 0:51:03is not over 60 years of age, no?
0:51:07 > 0:51:09With his improved sales,
0:51:09 > 0:51:11Chickenhead's back to his old position
0:51:11 > 0:51:13at the top of the leader board.
0:51:13 > 0:51:16Nev's summoned him into his office for a pep talk.
0:51:16 > 0:51:18Chickenhead.
0:51:18 > 0:51:22I... You've smartened yourself up a bit. You're wearing shirts?
0:51:22 > 0:51:24- Yeah. I've, er... - That's fantastic.
0:51:24 > 0:51:28I feel like I'm somebody else in these trousers and shirts and that.
0:51:28 > 0:51:30It's not...it don't feel like me.
0:51:30 > 0:51:33It will do. You grow accustomed to it.
0:51:33 > 0:51:35- Now, Chickenhead...- I don't think I'm that scruffy, though?
0:51:35 > 0:51:37A sales guru. What?
0:51:37 > 0:51:39I don't think I'm that scruffy, usually...
0:51:39 > 0:51:41I beg to differ.
0:51:41 > 0:51:44People look up to you on the call centre floor, right?
0:51:44 > 0:51:48You've got to believe it. I found it very hard to believe
0:51:48 > 0:51:50but it is a fact, right?
0:51:50 > 0:51:54- So, you've got to act appropriately.- Yeah.
0:51:54 > 0:51:57- So help people, the new starters that are looking up to you.- Yeah.
0:51:57 > 0:52:00- Coach them a bit. Give them some tips.- Yeah.
0:52:02 > 0:52:05- Right, OK, yeah. Bugger off, then. - Right, are we finished now, yeah?
0:52:05 > 0:52:08D'you want me to put that in the bin for you? Thank you very much.
0:52:08 > 0:52:09Get out! Out!
0:52:11 > 0:52:13You've got to love him, haven't you?
0:52:13 > 0:52:15You know, when Chickenhead started here,
0:52:15 > 0:52:19a lot of his mates from Gorseinon were giving him two weeks.
0:52:19 > 0:52:22Well, what is it, two, two-and-a-half years now?
0:52:22 > 0:52:27And, er, earning good money, sorted his head out,
0:52:27 > 0:52:29got himself together a little bit.
0:52:29 > 0:52:32You know, that is...that's a success.
0:52:40 > 0:52:44It's Friday night, and it's Hayley's big night to show Nev
0:52:44 > 0:52:45that if there's one thing she can do
0:52:45 > 0:52:48it's organise a piss-up in a brewery.
0:52:48 > 0:52:50- Can I have your tickets, guys? - I'm the fucking host.
0:52:50 > 0:52:53Oh, are you? That's fine. You got tickets? Are you with her?
0:52:53 > 0:52:56Thank you, mate, appreciate it.
0:52:56 > 0:52:58Put that booze in the other room, come on.
0:52:58 > 0:53:00There are two key elements needed
0:53:00 > 0:53:03to make a piss-up in a brewery a success.
0:53:03 > 0:53:05Hayley's found the brewery,
0:53:05 > 0:53:07and she's taking no chances with the piss-up.
0:53:10 > 0:53:12These are the jelly shots we've made.
0:53:12 > 0:53:1480-odd.
0:53:14 > 0:53:17When you're hosting a venue and you want people to get drunk,
0:53:17 > 0:53:20shit like vodka jellies looks good.
0:53:20 > 0:53:24And if they want to get steaming, if it's nice or not they'll down it.
0:53:24 > 0:53:28At the end of the day, guys, Strictly Come Prancing went tits up,
0:53:28 > 0:53:31but a piss-up in a fucking brewery,
0:53:31 > 0:53:33this is how I own it.
0:53:37 > 0:53:39And it looks like this time,
0:53:39 > 0:53:42there's no problem with getting people to turn up.
0:53:48 > 0:53:51I don't care if people feel sick with this punch that I'm doing.
0:53:51 > 0:53:55At the end of the day, if they want to get steaming, they'll get steaming.
0:53:55 > 0:53:57I've bought absolutely everything.
0:53:57 > 0:53:59Cheap shit just to get people steaming.
0:53:59 > 0:54:04- Oh.- I want to get amongst it!
0:54:05 > 0:54:07Doosh! Right out there.
0:54:08 > 0:54:10Why should I be feeding people's alcoholism?
0:54:10 > 0:54:13Fuck sake, I should be stomping out now.
0:54:13 > 0:54:16- What shall I do with this? In? - Oh, we'll put one in.
0:54:16 > 0:54:18- This? All of it?- Yeah.
0:54:18 > 0:54:19That's what you call a fucking punch.
0:54:19 > 0:54:21Right, let's test it out.
0:54:22 > 0:54:23Right, go.
0:54:26 > 0:54:28This one's quite nice, innit?
0:54:28 > 0:54:30DANCE MUSIC BLARES
0:54:49 > 0:54:54Welcome to the Save Britain Money first annual piss-up in a brewery!
0:54:54 > 0:54:57And that's not the only cause for celebration.
0:54:57 > 0:55:01Nev's maverick approach to staff management has seen the call centre
0:55:01 > 0:55:05recognised in The Sunday Times 100 Best Companies to Work For list.
0:55:05 > 0:55:11We are officially the second best place to work in the United Kingdom.
0:55:12 > 0:55:15We're not just a call centre, we're one big...
0:55:15 > 0:55:19# We are family Hey, hey, hey, yeah
0:55:19 > 0:55:23# I've got all my sisters with me Hey, hey, hey, hey, yeah
0:55:23 > 0:55:27ALL: # We are family Hey, hey, hey, hey, yeah
0:55:27 > 0:55:32# We save Britain money Hey, hey, hey, hey, yeah. #
0:55:32 > 0:55:36For Nev and the call centre, the future looks bright.
0:55:38 > 0:55:43# Jealousy Turning saints into the sea
0:55:43 > 0:55:46# Swimming through sick lullabies
0:55:46 > 0:55:51# Choking on your alibis
0:55:51 > 0:55:54# But it's just the price I pay
0:55:54 > 0:55:58# Destiny is calling me
0:55:58 > 0:56:03# Open up my eager eyes
0:56:04 > 0:56:07# Cos I'm Mr Brightside. #
0:56:09 > 0:56:12Next time, Nev's on the warpath.
0:56:12 > 0:56:15No more overtime, I don't give a shit who you are, it stops!
0:56:15 > 0:56:18He clamps down on time wasting.
0:56:18 > 0:56:21This is about the glue between departments,
0:56:21 > 0:56:23cos it ain't fucking happening.
0:56:23 > 0:56:26I am fucking gasping, I'm going to kill someone.
0:56:26 > 0:56:29One new couple try to work it out.
0:56:29 > 0:56:31I was like, "Oh, my God, he's really muscley,"
0:56:31 > 0:56:34- and I'm into body builders. - I think it's a bigger thing
0:56:34 > 0:56:37for boys to look better than girls in Swansea.
0:56:37 > 0:56:40And Nev is forced to make some tough decisions.
0:56:40 > 0:56:42I don't know where they've disappeared to
0:56:42 > 0:56:43but they haven't come back.
0:56:43 > 0:56:47- I'm fucking gobsmacked! - Just gutted.
0:56:47 > 0:56:50On a scale of one to shit, it's shit.
0:56:53 > 0:56:55Subtitles by Red Bee Media Ltd