The Cash Cow of the Company Has Stopped Giving Milk The Call Centre


The Cash Cow of the Company Has Stopped Giving Milk

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This programme contains strong language.

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Are you aware it's free to have your loft and walls insulated?

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Over a million people now work in UK call centres

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with an average age of just 26.

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'I'm not interested, thank you.'

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'I think it's all a scam, to be honest with you.'

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They are the factories of our time,

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but here, at the third-largest call centre in Swansea,

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the only things being made are the cold calls we dread.

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'No, no, no.'

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'Stop bloody bothering me!'

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'I really don't want these calls,

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'especially not at seven o'clock in the evening.'

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Holding the reins is CEO Nev Wilshire.

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With over half of his sales agents under 25,

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Nev has developed a unique approach

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to keeping his young workforce on their toes.

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Sums up my management style...?

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SHOUTS: Get out of my office!

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The yawn at the back, get down!

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HE CLEARS HIS THROAT Probably Napoleon, dictator.

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Can you tell her she's sacked, then?

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But his troops loved him.

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He's awful, absolutely awful.

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And with the sales floor simmering with stress...

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'Piss off!'

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This ain't funny! This ain't funny now, cos you could have broke it.

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I'm going to kill someone.

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..sex... Raarrgh!

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..and success...

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Almost getting a little excited in my pants right now.

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Oos! Oos!

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..there's never a dull day when you work at this Swansea call centre.

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There's winners and there's losers and that's it.

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CHEERING

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To be in charge of 700 people, sometimes it's daunting,

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but, eh...I love it, I absolutely love it.

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Welcome to Nev's world.

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Karlie, do me a favour. Can you come with me to inspect the toi...?

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After that complaint you made, you know, can we inspect the loos?

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Yeah.

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It's Monday morning at the call centre

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and CEO Nev Wilshire is off to the toilet, the ladies' toilet.

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Yeah, I'm going to go where no man has gone before.

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There has been a complaint,

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that somebody didn't use the toilet as it should have been.

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In fact, they used the bin for what should have been used as a toilet.

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I think somebody must have been absolutely desperate,

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couldn't cork it any longer and um...

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used that.

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We haven't got a company policy on shitting in the bins,

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it's something we've obviously overlooked and um...

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we need to RECTUMFY that one.

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It's appalling, to be honest. It's absolutely disgusting

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that somebody has actually, you know, shat in the bin, to be honest.

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It is. It's shit, isn't it? Yes, quite embarrassing.

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Yeah, it's stinking.

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But there's no stinking in here now, so err...the cleaner's done their job

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and I'm very grateful to them for, for doing that job.

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Nev calls one of his regular staff meetings.

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Ironically, they're known as a shit sandwich.

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The girls' toilet.

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ALL: Oooohhhh.

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Oooohhhh.

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MURMURING

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HE CLEARS HIS THROAT

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Ooh, ooh...

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Quieten down.

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The girls' toilet on floor three!

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The toilet is to be used, not the bin.

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LAUGHTER

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Nobody seems keen to claim responsibility.

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But for 21-year-old Chelsea, whodunit is only half the mystery.

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The bin they actually shat in, well, I think they shat in anyway,

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it was the Tampax pad one.

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Which is really thin and thin and long,

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whereas a normal bin is round, innit? And deep.

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This one's just thin and long. So how the hell

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they got their arse cheek on there to shit through there, I don't know.

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Cos normally... No, I'm not even going to talk about shit.

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Can we sort it out?

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Can we behave a bit better than that? Hey?

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That's pathetic.

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The lavatorial activities of one errant lady

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are not the only thing winding up Nev.

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Yeah, sometimes it can go too far

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with the happy-clappy environment we try and create.

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Um...but everybody knows that they're here to do a job and to sell.

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You know, we've never disguised that.

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Having built the call centre on his philosophy that happy people sell,

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increasingly, Nev's noticed that some people are a little too happy

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to take advantage.

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There's always people who'll take the piss

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and yesterday, I went downstairs

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and there were people with their feet on their desks,

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you know, things were a bit quiet

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and instead of, you know, sorting things out,

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even cleaning the canteen,

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they're sitting there, chatting with their feet on the desks.

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And I thought, "Well, you know, I'm not a charity,

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"we're a business."

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Nev, is determined to crack down.

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First in the firing line, time-wasting smokers.

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So it seems we've got the intelligentsia of the company

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sat around this table, what are we going to do about fag breaks?

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We've got to bring them to an end.

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Yeah. Five-minute fag breaks

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turn into ten-minute, 15-minute fag breaks,

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sales are down, fags are up. Yeah.

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We're trying to make it the demise of the fag.

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But how long is a fag break usually?

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About two to five minutes, isn't it? But it just goes on for about a quarter of an hour.

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You know, I've never seen anybody walk so slow

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as the people from the fag break going back onto the phones.

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MURMURING

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Bad for your health, you know. THEY CHUCKLE

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The trouble is, for the hundreds of smokers on Nev's payroll,

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the fag break is a way of coping

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with the daily stream of abuse and rejection.

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'Stop bloody bothering me.' No worries at all.

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'Stop, stop, stop, stop.'

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It's such a stressful environment, I probably smoke about 20, 25 a day.

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21-year-old ex-care worker Rachel

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has been on the phones for almost a year.

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I mean, it does show on our database. 'I'm not interested.'

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What is it that you're not so interested in, sir?

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'Anything you've got to tell me.'

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I've been called an immigrant, and I'm thinking,

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"Right, I sound really Welshy,"

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so I'm not quite sure why I've been called an immigrant,

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but I've been called an immigrant a couple of times.

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I thought it was quite nasty, actually.

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You know, I've got a really Welsh accent.

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Oh, hi there, sir.

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It's Chelsea from Nationwide Energy Customer Service...

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Chelsea has been at the call centre for about two years.

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I've been told roughly about 1,000 times to f-off,

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roughly, maybe a bit more, er... Just really abusive, some are.

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Up to now, it's been company policy to reward smokers

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with extra fag breaks for good performance.

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You know, if you are having a good day,

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if you get two deals, you get to go for a fag, so you kind of work harder to get those two deals,

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but then, you're smoking more as well,

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so it's a bit like a win-win situation,

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cos you're just going to end up smoking more.

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Right, what are we doing about them,

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just cut back on the incentive, yeah?

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Yeah, so usually we'd have the incentive, "Get so many sales..."

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and you'd be able to have a five-minute fag break,

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we're stopping that from all sales departments as of today.

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Why am I smoking? This is really bad.

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HE CHUCKLES

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I've been asking myself the same thing for 15 years.

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You've smoked for 15 years? Yeah. How old are you, 30?

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30, yeah. When did you start, at 15? 15, yeah.

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My God, George.

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It isn't just the financial cost to his business

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that's bugging Nev either.

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Right, so this is what we, we endure, right.

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It's the fag ends being thrown as they come in, you see.

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So they just, from the designated fag zone,

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they stroll back to the building and chuck them out around here, you see.

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Oh, there are some fags ends in the bin but only one or two.

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It's probably easier to throw them on the floor.

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I've never been a smoker, both my parents smoked,

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which, I suppose, put me and my brothers off, for, for life.

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Despite knowing old habits die hard,

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Nev plans to go even further than just stopping the fag breaks.

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We're going to try and convince people to give up smoking,

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and I don't think we're going to drum up a lot of enthusiasm for it,

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that's my opinion but, but we're going to try,

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we're going to go for a smoke-free zone in this entire place,

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it's going to be phenomenal if... if it's pulled off.

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Nev begins the recruitment drive for his quitters club.

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Give me the fag, give me the fag. Come on!

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And what better place to start than smokers' corner?

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Who's giving up smoking?

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As usual, Nev isn't taking "no" for an answer.

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Who's giving up smoking? Boss, I was going to ask you...

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In here now. Now.

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OK...

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Let the dog see the rabbit.

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Who hasn't got a form? Who hasn't got a form?

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OK, thank you all very much for coming

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and for attempting to give up fags.

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OK, if you can make it through to next Monday,

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without a sneaksy, I'll give you all a tenner.

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Is that all right? Yeah. Is that fair?

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Whoever fails for the six days

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is on fag-butt cleaning-up duty.

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ALL: Aw!

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And you will be out in the car park

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and, you know, all round the fag zone, picking up fags.

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fag butt picking up duty or a tenner. That's the bet.

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Does anybody want to leave now? Yes.

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LAUGHTER Bye-bye!

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MURMURING

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Serious giver-uppers. We're going to do it for six days? Yeah. OK.

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'Got the sneaky feeling that we're only going to have one or two

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'that, that will make it, is my guess.'

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We'll have a go, once they realise that there's no sneak ciggies,

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we'll see a few people suddenly turn a whiter shade of pale...

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..cos they're all thinking, "Yeah, we'll just have the odd one,"

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you know, but they won't be able to.

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We're winning now. And, then, well, a few people walked out

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cos they shit themselves, cos you ain't going to go no sneaksies.

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And I was under the impression that I could have two fags a day,

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so now I'm panicking, and I don't want to be picking up fag butts.

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I'd absolutely be mortified if I had to pick up fag butts,

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I'd be shamed. I'd have to get like pink zebra-print gloves.

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I ain't doing it in no yellow gloves.

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I would actually be shamed, though. If they made me do it, I would cry

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and just be like, "Please, please, don't make me do it."

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And then I'd probably do it with a fag then. May as well, innit?

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Well, I do want to quit smoking, but I won't be able to.

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But I don't fancy picking fag butts up.

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But it's not just extended cigarette breaks

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that are a distraction for Nev's young workforce.

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Many more hours are spent primping and preening.

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Do you go on the sun beds?

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I have before, yeah. Spray tan, I have.

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I used to inject tan into myself.

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No?!

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Tan injections, they were.

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They were awful.

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Well, I did them for a while and they were brilliant,

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I thought they were the best thing ever,

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but the more I kept doing them, the more, like, orange I'd go.

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Not orange, like a green, like a...

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I don't know, what colour it was, it just wasn't brown. It was awful.

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Then I used to have blotches all over my skin, like dry patches.

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Oh, it was terrible. And cos I go out, like, every weekend,

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I've got to have a tan to go out anyway, so I'll just keep topping up and topping up.

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I don't think I've ever been pale, like her, ever.

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Only when I was born, probably.

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For many sales agents, looks matter.

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'In this day and age, I think looks are important to everyone, as well.'

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If they don't like the look of you,

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most people won't speak to you to get to know you first.

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It's "Oh, I don't like the look of them."

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What have you got then? Brains or beauty?

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What have I got, brains or beauty? I don't know.

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'I wouldn't mind looking like Marilyn Monroe.'

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She is gorgeous.

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Nat, should we get Botox done?

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I'd love to get Botox. Should we get Botox?

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I haven't got any wrinkles to get rid of, though.

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THEY GIGGLE

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For 53-year-old Nev, it's a world he's baffled by.

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What do you spend your commission on? Tattoos. Really?

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Yeah. After a payday on this week,

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I got another one booked in for the week after.

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So, where is it?

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On my arm. Well, let's have a look then.

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So you're inflicting pain on yourself, for ?50 an hour?

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I don't understand at all. But I'm just an old fart.

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I realise now.

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I mean, they must be spending 100, 150 quid on a tattoo

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when they get their wages,

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and then at the end of the month, "Nev, can I have a sub?"

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I'm sponsoring the tattoos.

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You look like a giant salmon. What? You look like a giant salmon.

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Salmon? Yeah. Like, a fish? Yeah.

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How am I...? How am I a salmon?

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Hello, is this Mrs Underblast?

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'In Wales, you know, in Swansea, especially,'

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there is a big thing about the way people look, I think, and, erm,

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it is good for a boy to look bigger

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'and, you know, better than other boys.'

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Actually, I think it's a bigger thing for boys to look better

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than girls, in Swansea.

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'It is a little bit alien to me that boys moisturise

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'and pluck their eyebrows. It is unbelievable.'

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You could never imagine John Wayne moisturising, could you? You know?

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MIMICS JOHN WAYNE: "Get off your horse and moisturise."

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Just couldn't, couldn't be done.

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'I always make sure that I get my eyebrows waxed,'

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I get spray tans, sun beds. Er, you know, I go to the gym,

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always get my hair cut, make sure I'm looking good all the time.

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My fake tan's like ?15 a time, my eyelashes are ?25 a time,

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and then my nails are like 35, maybe ?40 a time,

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all depending on what kind of nails I have. I know, I'm terrible.

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'I wanted to be small but with big boobs. What girl doesn't?'

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So I thought, "Bugger it, I'm going to go get a bank loan.

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"I've got no kids, I got no car or nothing to pay for,

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"I'm going to get my boobs done."

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'I paid four grand for them. I'm still paying it off now.

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'Who doesn't want bigger boobs? What boys don't want bigger muscles?'

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It's just something that everyone wants, I suppose.

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19-year-old Corey isn't one of the call centre's strongest sellers.

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But what he lacks in sales, he more than makes up for in muscles.

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If I want to go out with a nice-looking girl,

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I don't want to have any trouble with pulling her, do you know what I mean?

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And I think that's a result of what I look like now.

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A month ago, Corey started dating 21-year-old sales agent Chloe.

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OK. Do you realise how successful these claims can be?

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INAUDIBLE

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OK, no problem.

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'I turned round and I'd seen that somebody was making a protein shake,'

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and I'm into body builders, so that was the first thing I noticed.

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I looked up at him then, and I seen him from the back, and I was like,

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"Oh, my God, he's really muscly,"

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because I hadn't seen anyone over there that was my type.

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And I said to my friend Katie, I said, "Oh, he's really hot."

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'Corey's look is quite striking.'

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I don't fancy him myself, but apparently Chloe does.

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So, erm, you know, she's obviously into that look.

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I like blondes, I like Barbies, and I like older girls,

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and she ticks all those boxes, really, so...

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I know that he likes Barbie-looking girls,

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because he's, like, shown me some girls that he's been out with before

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and they all look like Barbies.

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Basically, a Barbie's got to have long blonde hair,

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extensions is a must.

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'Er, and they've got to know how to dress themselves.

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'I can't stand a girl who can't dress herself.

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'I definitely wouldn't go for a girl who didn't wear enough make-up.'

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That's a big thing. I mean, girls are supposed to doll themselves up, I think.

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Being a Barbie is all about being a bit plastic. Sorry, it is.

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And it is a good look, I don't really care what people say.

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For me, it's a really good look.

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So what's happening to you and Corey, then?

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What do you mean by that?

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You seem to be getting a lot of... Getting a lot closer.

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Yeah, yeah, we are close.

0:16:430:16:45

I don't know, we have got the same interests.

0:16:450:16:48

I like going to the gym, and he likes going to the gym.

0:16:480:16:52

We're both a little bit vain, in some ways.

0:16:520:16:55

Having bonded over a common passion for keeping fit,

0:16:550:16:59

Corey is keen to make their relationship physical.

0:16:590:17:02

I was going to pay for a personal trainer,

0:17:020:17:05

and then he offered then, cos he's done personal training,

0:17:050:17:09

he said he'd do it for free, so I jumped at the chance then.

0:17:090:17:13

Down the road from the call centre is Corey's gym,

0:17:150:17:18

where he trains seven days a week.

0:17:180:17:21

Corey's preferred teaching method is demonstration based.

0:17:230:17:27

He pumps iron while Chloe watches...

0:17:270:17:30

..And watches...

0:17:330:17:35

..And watches...

0:17:380:17:40

HE GRUNTS

0:17:410:17:44

We're trying to focus on me a little bit.

0:17:480:17:51

I'd rather it when he's actually teaching me something,

0:17:520:17:55

because that was the idea of us coming here,

0:17:550:17:57

cos he was going to be my personal trainer.

0:17:570:18:00

When he does teach me, he's good at teaching me,

0:18:000:18:02

but then it's hard to get him to actually show me something.

0:18:020:18:06

Power up, yeah? They banged...

0:18:060:18:08

I feel all wobbly. Am I doing it right? Yeah.

0:18:080:18:13

And just bring it up, like that? Yeah.

0:18:130:18:15

Cor, aren't my boobs big enough anyway?

0:18:150:18:17

No. They'll get like mine eventually.

0:18:170:18:21

Boys aren't meant to have boobs, Cor.

0:18:210:18:23

I'm not saying they're not big, but they're not as big as mine.

0:18:230:18:26

But that's understandable, isn't it?

0:18:260:18:28

Really? They're not as big as mine!

0:18:280:18:30

Of course they are! No, they're not.

0:18:300:18:31

They're bigger, you div. They're not bigger.

0:18:310:18:34

I cannot believe I'm having an argument in the gym with a boy

0:18:340:18:37

over whose boobs are the biggest.

0:18:370:18:40

She did all right, considering it's her first time in the gym, you know?

0:18:420:18:46

Everybody has to start from somewhere, don't they? We all have to do it.

0:18:460:18:50

So it was all good, yeah. I enjoyed it.

0:18:510:18:53

As part of his crackdown on time-wasters,

0:19:060:19:08

Nev has been reviewing the quarterly sales figures.

0:19:080:19:11

Come on, time's money, let's go.

0:19:110:19:13

And it has not made for happy reading.

0:19:130:19:16

Overtime, you robbing bastards.

0:19:160:19:19

THEY LAUGH

0:19:190:19:21

You've taken the piss. You've taken the piss, OK?

0:19:210:19:26

I go and give you overtime, and what happens?

0:19:260:19:29

You come in, you scan in, "Thanks very much,"

0:19:290:19:32

then you go and have breakfast or, you know, take an hour for lunch,

0:19:320:19:35

off you go for a fag.

0:19:350:19:37

The sales are nonexistent on overtime.

0:19:370:19:40

You've pushed it too far. It's stopped.

0:19:400:19:43

'You give them the feather and tickle them into position,'

0:19:430:19:46

and if they don't take the feather, you come along with a mallet.

0:19:460:19:49

So they've just had the mallet. Bang, sorted.

0:19:490:19:52

No more overtime.

0:19:520:19:53

Don't take the piss out of me. Don't take advantage.

0:19:530:19:57

No more overtime. I don't give a shit who you are. It's stopped.

0:19:570:20:01

Gone. You messed it up. I gave you a chance.

0:20:010:20:05

I've lost something like 15 grand a month.

0:20:050:20:07

But what his workforce don't know

0:20:070:20:10

is Nev has another, far bigger, problem.

0:20:100:20:13

The call centre's most lucrative contract, worth millions a year,

0:20:130:20:17

is coming to an end.

0:20:170:20:19

We've ducked and dived with different contractors

0:20:190:20:22

in order to keep things flowing right to the death.

0:20:220:20:26

And we've done well at it, you know, we have.

0:20:260:20:28

'But we have to be real, and next week, there are no grants.'

0:20:280:20:34

The cash cow of the company isn't giving milk any more.

0:20:340:20:38

With the milk drying up,

0:20:450:20:47

agents who fail to hit targets are now under pressure to deliver.

0:20:470:20:51

Agents like 19-year-old Shaun.

0:20:510:20:54

'Hello?' Hello, is this Mrs Weir?

0:20:540:20:57

'I'm not interested in anything...'

0:20:570:21:00

SPEECH IS INAUDIBLE

0:21:000:21:03

That's completely understandable, Mrs Weir.

0:21:030:21:06

Shaun has the added pressure of being the sole bread-winner in his family.

0:21:060:21:10

Me and my mum are there at the moment, and she's unemployed,

0:21:100:21:14

so it's kind of, I'm the sole income for the house,

0:21:140:21:17

so I'm just trying to support my mother and my brother then,

0:21:170:21:20

to try and get them the best that they can.

0:21:200:21:22

And, obviously, I want the best for my mother, my family, my brother,

0:21:220:21:25

to try and actually get for them.

0:21:250:21:27

I mean, who doesn't want the best for their family?

0:21:270:21:29

Hi, is that Mr Robinson?

0:21:290:21:32

Oh, no problem. I'll give you a call back after, OK?

0:21:320:21:36

No problem, I give him a call back then. Thanks, bye.

0:21:360:21:40

For the last few weeks,

0:21:400:21:41

Shaun has been seeing his more experienced colleague,

0:21:410:21:44

29-year-old single mum Lisa.

0:21:440:21:47

'I got to know Shaun, erm, when he was placed to sit next to me,

0:21:470:21:51

'so I could help him come out of his shell a bit more.'

0:21:510:21:54

He's nothing like any of the guys that I've gone for before.

0:21:540:21:57

He's quite normal compared to the other guys that I've gone out with!

0:21:570:22:03

I don't know what I was doing or thinking with them,

0:22:030:22:06

but, hey, live and learn!

0:22:060:22:08

But, yeah, he is, he's lovely. I do like Shaun.

0:22:080:22:12

Shaun's dream is to become a professional rugby player,

0:22:140:22:17

and tonight he has a trial which could take him to the big time.

0:22:170:22:21

Lisa is on hand to offer moral support.

0:22:230:22:26

Oh, there he is, with shorts on.

0:22:260:22:30

SHE CHUCKLES

0:22:300:22:32

'He's a little bit nervous,

0:22:320:22:34

'but I think it's a pretty big game, as well, isn't it?'

0:22:340:22:37

But he's looking quite cool now.

0:22:370:22:39

So, got my flask at the ready. Go Shaun!

0:22:390:22:42

SHE LAUGHS

0:22:460:22:48

# Go Shaun! Go Shaun! Go Shaun! #

0:22:480:22:52

Come on, Shaun!

0:22:540:22:55

Never come to a rugby match from work wearing heels.

0:22:580:23:01

Not a good idea.

0:23:010:23:02

Oh, I can't feel my toes!

0:23:020:23:06

But it's worth it to watch Shaun.

0:23:060:23:08

Shaun should find out within a week whether he's impressed on the pitch.

0:23:090:23:13

For Lisa, there's no doubt.

0:23:130:23:15

Come on, Shaun! Woo!

0:23:170:23:19

I hope he's OK, I can't wait to give him a hug.

0:23:200:23:24

Mainly cos he's warm!

0:23:240:23:25

SHE LAUGHS

0:23:250:23:28

Morning, good afternoon, my name is Dwayne.

0:23:350:23:38

I'm the grant advisor for the local area.

0:23:380:23:40

I'm calling from Nationwide Energy.

0:23:400:23:42

A quick call with regards to your property, number 16, Abingdon Avenue.

0:23:420:23:46

It's still showing that you haven't used your grant yet

0:23:460:23:48

for loft and cavity wall insulation. I'm just finding out why that is.

0:23:480:23:51

31-year-old Dwayne has been at the call centre for four years

0:23:510:23:56

and is one of Nev's star managers.

0:23:560:23:59

Dwayne came over to the United Kingdom to play cricket.

0:24:010:24:04

Obviously he thought he was better than he was,

0:24:040:24:06

cos he didn't quite make it as a professional cricketer.

0:24:060:24:08

And, so, we set his feet in a new place

0:24:080:24:11

and put a new song in his mouth.

0:24:110:24:13

With the call centre's biggest contract almost at an end,

0:24:130:24:17

it's vital Dwayne helps keep the collective pecker up.

0:24:170:24:20

Come on, let's finish it strong today,

0:24:200:24:22

I've got a good feeling about this last 45 minutes.

0:24:220:24:24

I'm almost getting a little excited in my pants right now.

0:24:240:24:27

You got to get excited about something.

0:24:270:24:29

If you don't get excited about what you're selling,

0:24:290:24:31

or passionate about what you're doing,

0:24:310:24:33

you'll never have any success.

0:24:330:24:34

Today is your day. Let's do it.

0:24:340:24:38

Let's do it.

0:24:380:24:39

Dwayne is determined to infect his team

0:24:390:24:41

with his enthusiasm and success, and is running a sales masterclass.

0:24:410:24:45

Working in a call centre is quite a monotonous job, you know?

0:24:450:24:49

They're coming in, doing exactly the same thing every single day.

0:24:490:24:52

So getting up for something, it's quite difficult.

0:24:520:24:55

You know, motivating yourself to come in to work,

0:24:550:24:58

and do the same thing over and over and over again

0:24:580:25:00

can be a difficult thing.

0:25:000:25:03

One of the first to sign up is 17-year-old school-leaver Aiden,

0:25:030:25:07

who, like many new starters, has been struggling to hit targets.

0:25:070:25:11

I was only hitting, like, one or two a day.

0:25:120:25:14

People around me were doing six and it made me feel a bit down.

0:25:140:25:17

I was having a bit of trouble cos,

0:25:170:25:18

even though I know what I was talking about,

0:25:180:25:20

I was having trouble trying to sell to people.

0:25:200:25:22

That's where I was going wrong, really. They just didn't want it off me.

0:25:220:25:26

But he thinks he has what it takes to turn it around.

0:25:260:25:29

You need confidence to sell, otherwise you'll not go anywhere.

0:25:290:25:33

What's happening guys? All good? Do you want to come in, yeah?

0:25:330:25:35

Do you want to come in, yeah?

0:25:350:25:37

Yeah, I see it as a career.

0:25:390:25:40

I mean, you get promotions. You can go up in the career.

0:25:400:25:43

You know, you start off in sales, but in a year's time

0:25:430:25:45

you could be doing something better than what you're doing now.

0:25:450:25:48

But, yeah, I can see myself staying here for a while.

0:25:480:25:50

Sales is all in the head.

0:25:500:25:52

Now, I tell you something, when I was on the phones, right?

0:25:520:25:55

This was my big desk, yeah? You guys aren't here right now.

0:25:550:25:58

I had my own massive desk, computer,

0:25:580:26:01

I had my own sexy secretary bringing me tea and coffee.

0:26:010:26:04

This was all in my head, crazy as it sounds, right?

0:26:040:26:06

But I was the big daddy. Yeah? I was the man.

0:26:060:26:10

And every single person I was phoning, I was helping.

0:26:100:26:14

All right? And that was my mindset.

0:26:140:26:17

And if you guys can have that mindset when in sales,

0:26:170:26:20

you'll do a hell of a lot better, I guarantee you.

0:26:200:26:22

You are the grant advisor.

0:26:220:26:24

You're the big daddy. You are. You're helping people.

0:26:240:26:28

But before big daddies can help others,

0:26:280:26:32

they need to help themselves.

0:26:320:26:34

Now, when I was on the phones, my goal was to make enough commission

0:26:340:26:40

so I could buy my Audi A3, cash.

0:26:400:26:42

Serious. Did you?

0:26:430:26:45

That was my goal. I've got an Audi A3.

0:26:450:26:48

All right? That was my goal.

0:26:480:26:51

But it wasn't just a goal up there. I had a visual of it.

0:26:510:26:55

Right next to my PC, I had my Audi A3 ` bang.

0:26:550:26:59

Right there, staring at me all day.

0:27:000:27:02

Swear to goodness. Have yourself a visual. Yeah?

0:27:020:27:06

Aiden, what do you want? To move to New York.

0:27:060:27:08

You're moving to New York? No, I want to go and live there.

0:27:080:27:11

There we are, so you have New York up in front of you.

0:27:110:27:14

Yeah?

0:27:140:27:16

Seriously, I tell you what, you'll work harder to get towards it.

0:27:160:27:19

I'm saving for something myself.

0:27:190:27:21

And I've changed my password to get into the system,

0:27:210:27:23

is that thing that I'm saving for.

0:27:230:27:25

So I think about it every single time I log on.

0:27:250:27:27

Every single time, yeah. Brilliant, brilliant. Results.

0:27:270:27:31

But for Dwayne,

0:27:310:27:32

the key to closing any deal is a passionate opening pitch.

0:27:320:27:36

Aiden, give me your introduction.

0:27:360:27:37

Hi there, it's Aiden calling from Nationwide Energy.

0:27:370:27:40

I'm the local grants advisor for the SA5 area.

0:27:400:27:42

I'm just calling today about the grants that you're entitled to

0:27:420:27:46

for home insulation. Are you still living at that address?

0:27:460:27:48

Would you buy from yourself?

0:27:500:27:52

Would you buy from yourself?

0:27:520:27:55

Would you buy loft and cavity wall insulation from yourself?

0:27:550:27:57

No.

0:27:590:28:00

My introduction has always been a problem in my calls.

0:28:000:28:02

And he noticed that when he's looking back.

0:28:020:28:05

I'll need to be more confident, obviously, otherwise I won't sell.

0:28:050:28:08

And if I don't sell, then who knows what's going to happen?

0:28:080:28:10

But I'm very thankful he gave us that today, those tips and tricks.

0:28:100:28:15

All good, guys? All good.

0:28:150:28:17

Brilliant stuff, thank you very much.

0:28:170:28:19

'I need people on the sales floor

0:28:190:28:21

'that are going to be trying their heart out.'

0:28:210:28:23

It is a business, you know, and it's a results-run game,

0:28:230:28:27

at the end of the day. So, not easy.

0:28:270:28:31

It's three days into Nev's quit smoking campaign.

0:28:350:28:39

For 18-year-old Tamara, who's worked at the call centre for six months,

0:28:390:28:43

it's not going very well.

0:28:430:28:46

Wait for Chelsea now, and have a nice sneaky fag.

0:28:460:28:49

Everyone gives it the big one, "Oh, I'm going to quit, la-la-la."

0:28:510:28:54

And they're like, "Oh, I haven't smoked for this long."

0:28:540:28:57

And I'm thinking, "Yeah, but we're not with you 24-7.

0:28:570:28:59

"We don't know, you could be lying."

0:28:590:29:01

So everyone has a sneaky fag, I don't care what anyone says.

0:29:010:29:05

Hello? What are we doing now?

0:29:050:29:06

Have a fag.

0:29:060:29:09

Tamara is heading into work with her friend Chelsea,

0:29:100:29:14

who is also struggling to quit.

0:29:140:29:17

Hello. Hiya, love. All right? Not smoking today?

0:29:170:29:20

Well, we'll soon fucking see!

0:29:200:29:22

THEY LAUGH

0:29:220:29:24

All right? Oh, fuck-a-duck.

0:29:250:29:26

Are you single, Tamara? Yeah, are you?

0:29:300:29:32

Yeah, I am. I think I am going to be for the rest of my life. And me!

0:29:320:29:36

I think boys who smoke is all right. But boys who don't smoke...

0:29:360:29:39

See, I smoke myself, and I'd never go out with a boy that smoked.

0:29:390:29:43

Wouldn't you? No, only cos of the smell of it.

0:29:430:29:46

Yeah, yeah. I know that myself, because I smell exactly the same.

0:29:460:29:49

But I would never. Only because their teeth go yellow and stuff.

0:29:490:29:52

Like, I'm lucky my teeth aren't yellow yet.

0:29:520:29:55

I'll take anything that comes my way, to be honest

0:29:550:29:57

I think I'm literally just going to need, like,

0:29:570:30:00

some form of sperm donor to have a baby.

0:30:000:30:02

That probably could be why, mind, cos we smoke.

0:30:020:30:04

That's why we ain't got a boyfriend.

0:30:040:30:06

Because I don't think boys like girls who smoke.

0:30:060:30:08

Their breath smells. Especially if they don't smoke themselves.

0:30:080:30:10

Breath smelling, clothes smelling.

0:30:100:30:12

Boys who don't smoke don't like girls...

0:30:120:30:15

What the fuck is he doing? Wanker!

0:30:150:30:18

Fuckin' hell.

0:30:190:30:20

One smoker doing better than Chelsea and Tamara at giving up

0:30:230:30:27

is 20-year-old Rachel.

0:30:270:30:29

I can't do it. I'm on a diet as well, mind.

0:30:290:30:31

I've got fucking shakes in my bag.

0:30:310:30:33

It's taking on too much. Way too much.

0:30:330:30:36

I don't think it's the nicotine that I'm addicted to.

0:30:360:30:40

I know it doesn't really make sense, but it's more...my hands.

0:30:400:30:45

Like keeping busy.

0:30:450:30:46

That's what I miss the most, having something in my mouth.

0:30:460:30:49

Oh, my God, that sounds so wrong.

0:30:490:30:52

Rachel has turned to a battery-powered device

0:30:520:30:54

to satisfy her cravings ` the electric cigarette.

0:30:540:30:59

But her supply has run dry.

0:30:590:31:01

I'm going to find Joe.

0:31:010:31:03

Basically, Joe's coming in now, apparently,

0:31:040:31:07

with electric fags for me, so I don't smoke real fags.

0:31:070:31:10

But the problem is he's not here yet.

0:31:100:31:13

And I'm gasping and I'm going to kill someone.

0:31:130:31:15

It's 2:15. If he's not here by 2:30 then shit's going to hit the fan.

0:31:150:31:19

Honestly, it is.

0:31:190:31:21

Somebody find him, please. Before I kill somebody.

0:31:220:31:26

I need to find Joe, I really need a fag.

0:31:260:31:29

What do you want off Joe?

0:31:300:31:32

He's got electric fags and I am fucking gasping.

0:31:320:31:34

I'm going to kill someone.

0:31:340:31:36

Chill out. You shouldn't be smoking in the first place.

0:31:360:31:39

Oh, Scott, do me a favour now and just go fuck yourself. Seriously.

0:31:390:31:42

You shouldn't be smoking in the first place.

0:31:420:31:44

Bad for you, bad for your skin, everything. Shouldn't be smoking.

0:31:440:31:47

There we are, then. You shouldn't be smoking.

0:31:470:31:49

Oh, there we are, Scott. Fuck off.

0:31:490:31:51

Just in the nick of time, electric-fag Joe finally arrives.

0:31:520:31:57

Thank fuck for that.

0:31:570:32:00

Right, sort me out now, come on. 40? 40, yeah.

0:32:000:32:03

Right. Brilliant.

0:32:030:32:05

Oh, my God, you've just saved my life.

0:32:050:32:07

PHONE RINGTONE

0:32:100:32:12

'Hello?' Oh, hello, is this Miss Edmonds?

0:32:150:32:19

'No.' I do apologise, sorry. 'All right.' Bye.

0:32:190:32:24

I hope they can't hear me smoking on the phone.

0:32:260:32:28

The call centre's biggest contract has less than a week to run.

0:32:370:32:41

With no replacement in sight,

0:32:410:32:43

Nev has found himself having to think the unthinkable.

0:32:430:32:47

I've never had to call a retreat. We've never laid people off.

0:32:470:32:51

We've always pressed on, and pressed on and kept on recruiting.

0:32:510:32:56

So unless I get some good, positive words from some party,

0:32:560:33:00

then we may have to cut back,

0:33:000:33:04

which will be bad news and will hurt immensely.

0:33:040:33:08

Having reviewed the figures,

0:33:110:33:13

Nev is astonished by the poor performance levels

0:33:130:33:15

of some of his sales staff.

0:33:150:33:17

And he's holding his senior management team responsible.

0:33:170:33:21

This is a bit about the glue between departments.

0:33:210:33:25

Cos it ain't fucking happening.

0:33:250:33:27

You have been slack, as managers.

0:33:270:33:31

How long have we been doing this?

0:33:310:33:34

Two weeks.

0:33:340:33:35

Bollocks. There are part-timers, one sale in seven weeks.

0:33:350:33:39

Why the hell is she still here? Who hasn't picked that up?

0:33:390:33:42

I'm not paying all those people out there not to sell ANYTHING.

0:33:420:33:46

You know, if it was close to a break even, losing a little bit...

0:33:460:33:50

But that's losing hand over fist.

0:33:500:33:52

What on earth is going on?

0:33:520:33:54

The staff at the call centre are still blissfully unaware

0:34:000:34:04

about the upheavals going on behind the scenes.

0:34:040:34:07

Who would you...ideally be with?

0:34:070:34:12

Someone with money, someone with a nice car,

0:34:120:34:14

someone who's on steroids

0:34:140:34:16

and someone who's got sleeves of tattoos.

0:34:160:34:18

And I'm a happy lady.

0:34:200:34:21

What exactly is attractive about him? His tattoos, God damn it.

0:34:210:34:26

Look at his sneering face.

0:34:260:34:28

He needs to boot her out, let me sit there.

0:34:280:34:30

Actually, you would make a good couple.

0:34:300:34:31

Just without them kids sitting round.

0:34:310:34:33

You'd have ugly babies though. Are you real? Mm.

0:34:330:34:35

I'd have beautiful babies.

0:34:350:34:37

My babies aren't going to be ginger either,

0:34:370:34:39

that's the good thing about it.

0:34:390:34:41

Sneering, bald versions of you. Just shut up! Just shut up.

0:34:410:34:46

What you reading?

0:34:460:34:48

I'm just reading some interesting facts about dementia.

0:34:480:34:51

I've definitely got it, I have.

0:34:510:34:54

Is it in there, yeah? It's in there.

0:34:540:34:56

I think I've got amnesia.

0:34:560:34:58

You've got amnesia? You sure you're not just thick?

0:34:580:35:01

It's about a refund you should be entitled to

0:35:010:35:03

for payment protection insurance. Do you know what I'm...?

0:35:030:35:07

Well, have you already had your money back then, yeah?

0:35:070:35:09

You're what? You're old?

0:35:110:35:13

Call centre agents Chloe and Corey have been now dating for a month

0:35:170:35:22

and they're planning to take things to the next level.

0:35:220:35:25

Like, we're getting on really good.

0:35:250:35:27

He's meant to be moving in for a week.

0:35:270:35:30

When? Next week, I think.

0:35:300:35:33

Oh, my God, Chlo. Really?

0:35:330:35:36

Yeah, just to see how it goes.

0:35:360:35:37

Yeah.

0:35:370:35:39

I just think, at the end of the day,

0:35:390:35:42

it's easier for both of us if we split the rent and stuff.

0:35:420:35:45

I'm living in this dump, and it's doing my head in.

0:35:450:35:48

I don't even have hot water in my shower at the moment.

0:35:480:35:51

So, the only thing I can see out of it is give it a go

0:35:510:35:54

and if it works out, it works out.

0:35:540:35:56

If it doesn't, it doesn't work out. You know?

0:35:560:35:59

You know, you do fancy him though, don't you? A little bit.

0:35:590:36:02

I think he's gorgeous. But you know, he's a lot...

0:36:020:36:05

He's not a lot younger than me, but I'm used to older people.

0:36:050:36:08

Yeah. Is he mature, though?

0:36:080:36:10

Um...in some ways, yeah. In some ways, no.

0:36:100:36:13

Yeah. Maybe you need that time together

0:36:130:36:15

to realise if you do like each other.

0:36:150:36:18

It's like they say, make or break. Like on holiday and stuff.

0:36:180:36:21

And we did go away the weekend, didn't we, to Alton Towers?

0:36:210:36:23

Yeah. And we did argue quite a bit.

0:36:230:36:27

Really? Yeah. Oh, my God.

0:36:270:36:30

Did anything happen though? Did you give him a kiss?

0:36:300:36:32

No. No? Oh, God. Did he ask for one?

0:36:320:36:36

Yeah. Oh, my God. Like proper try it on?

0:36:360:36:39

Yeah. Oh, Chlo.

0:36:390:36:41

She's got a thing about not sleeping with boys on the first night,

0:36:410:36:44

and stuff like that.

0:36:440:36:46

It's up to her really, innit? I don't judge anybody.

0:36:460:36:48

You know, you can sleep with someone on the first night.

0:36:480:36:51

I mean, I do it all the time.

0:36:510:36:52

I've got to be honest with you, I'll sleep with a girl once

0:36:520:36:55

and I won't speak to her again, but that's just me.

0:36:550:36:57

I don't think there's anything wrong with that.

0:36:570:36:59

He's a really nice person, isn't he? Too nice?

0:36:590:37:02

No, he's really nice, Chlo. I think he's lovely, I do.

0:37:020:37:05

I've never been in love. I mean, I don't really go for love, usually.

0:37:050:37:12

I mean, I'm so focused on myself,

0:37:120:37:14

I don't really have time for anybody else, do you know what I mean?

0:37:140:37:17

We're just taking each day as it comes, really.

0:37:170:37:20

Cos I'm up and down all the time anyway, ain't I?

0:37:200:37:22

I change my mind like the weather.

0:37:220:37:24

There we are, hair's done for you, babe.

0:37:240:37:26

Let's have a look.

0:37:260:37:28

Aw, it's nice. Thank you.

0:37:280:37:31

Oh, it's lovely, Chlo. Really nice. Yeah.

0:37:310:37:33

It's the final day of Nev's quit smoking campaign.

0:37:450:37:48

Having promised a tenner to anyone who survives six days

0:37:480:37:52

without a sneaksy, he's taking it seriously.

0:37:520:37:55

And for any cheats, fag butt collection beckons.

0:37:550:37:58

We're well into the experiment.

0:38:030:38:05

There are the odd people who have had the sneaksy.

0:38:050:38:08

And we're going to weasel them out.

0:38:080:38:12

Let's go get 'em.

0:38:120:38:14

Rachel, who has relied on electric cigarettes

0:38:140:38:17

to satisfy her cravings, isn't impressed by Chelsea...

0:38:170:38:21

Naughty girl.

0:38:210:38:22

..who has preferred to stick with the real thing.

0:38:220:38:25

She's smoking, she's cheating, she's having a sneaksy.

0:38:250:38:28

It's the weekend, I need a fag.

0:38:300:38:32

I'm just stressed out.

0:38:320:38:34

I've only had one today. This is my second one.

0:38:350:38:38

Right.

0:38:380:38:40

Nev plans to sniff out any rule-breakers,

0:38:400:38:43

using a hi-tech device

0:38:430:38:45

which measures the carbon monoxide levels in the breath.

0:38:450:38:48

Breathe in.

0:38:480:38:50

Blow like hell!

0:38:500:38:52

But, to confirm the machine's reading,

0:38:520:38:54

Nev relies on a more old-fashioned method.

0:38:540:38:57

Give me your fingers.

0:38:570:38:59

They smell fine. And the other one.

0:39:010:39:03

Well, science has proven that the finger-sniffing test

0:39:050:39:08

is definitely the way to go, and I don't know why the NHS don't adopt it

0:39:080:39:11

as a method of seeing if people have given up.

0:39:110:39:14

Blow like hell, George. Blow!

0:39:140:39:17

Oh, it's just melted.

0:39:170:39:19

Oh, it's straight up to six, straight up to ten! Ten!

0:39:190:39:24

11! It's gone red, it's curled up and died!

0:39:240:39:27

13! You cheating bastard!

0:39:270:39:31

George!

0:39:310:39:32

Chain-smoking Chelsea is hiding her stinky fingers in the smokers' hut.

0:39:340:39:38

The first day I was OK.

0:39:390:39:42

The second day, OK-ish, but not nowhere near.

0:39:420:39:46

And then, after that, crap. Awful.

0:39:460:39:49

I was having, like... I was better than I used to smoke.

0:39:490:39:52

I was on, like, five a day.

0:39:520:39:54

But then I just couldn't hack it.

0:39:540:39:57

I just couldn't do it, because I was dieting as well and I was hungry.

0:39:570:40:00

I was in a mood anyway cos I was hungry

0:40:000:40:02

and everybody was eating chocolate next to me,

0:40:020:40:04

somebody was eating crisps next to me.

0:40:040:40:06

And me with my bowl of salad.

0:40:060:40:07

And I was just thinking, "Oh, my God, get me out of here.

0:40:070:40:09

"I need a fag or something before I go mad."

0:40:090:40:12

So that's why I weren't sticking to it.

0:40:120:40:14

And now I'm back smoking normal.

0:40:140:40:16

In fact, only a handful succeed in pocketing Nev's tenner.

0:40:170:40:21

Did you blow?

0:40:230:40:24

One, thank you.

0:40:240:40:25

You didn't blow anything.

0:40:250:40:27

All right I lied. Here you are, you can have your thing.

0:40:290:40:34

Last up is electric cigarette-smoking Rachel

0:40:340:40:37

who should have no problem passing the test.

0:40:370:40:40

NEV LAUGHS

0:40:420:40:44

Ten, 11, 11!

0:40:440:40:47

It's not as bad as George, it's not as bad as George,

0:40:470:40:49

but it's pretty gruesome. It's pretty gruesome.

0:40:490:40:52

Come on, we're on. We're on fag butts.

0:40:520:40:55

Rachel it seems, has in fact been sneaking real fags

0:40:550:40:59

on top of the electric one, so there's no escaping the Marigolds.

0:40:590:41:04

Let's have a pair of Marigolds, Marigold, the last,

0:41:070:41:12

the very last pair of Marigolds for you.

0:41:120:41:14

OK, you can see by my face, you know, I'm gutted.

0:41:140:41:18

They don't fit my hands, sorry.

0:41:180:41:20

Bag, hang on, Phil. Bag, bag.

0:41:200:41:23

I know. The thing is, if I bend down, my knickers will fall down

0:41:260:41:29

and then everyone will see my ass, not that anyone wants to see my ass.

0:41:290:41:33

I tell you what, why don't we just fucking sit down

0:41:330:41:36

and then just reach around or something?

0:41:360:41:38

I am gutted that I don't have to give them a tenner,

0:41:380:41:41

that I'm here to supervise fag butt picking up

0:41:410:41:43

but it's a tough job, but somebody has got to do it.

0:41:430:41:46

Just chuck it. Go on, just go.

0:41:480:41:50

Tip it in! Get that open.

0:41:500:41:52

Oh, my life, ohhhh.

0:41:540:41:56

Don't stop, it's not over until the fat lady sings, come on!

0:41:580:42:01

We're singing now, it's over. That's it then, is it? Yeah.

0:42:010:42:05

Look at that. Can I join in?

0:42:080:42:10

I was off duty, I was on the way out for a fag. Can I have a fag with it?

0:42:100:42:14

Well, it's up to you, you've done now, you've done your penance.

0:42:140:42:17

I think we've done pretty well. Oh, this is crap.

0:42:170:42:21

Hide, hide. It's not even a sneaksy now.

0:42:210:42:24

It's not as if I flat-out love fags, like, innit?

0:42:240:42:26

I just do it on occasions, like now.

0:42:260:42:30

You know it was very interesting to see the two smokers

0:42:300:42:33

right at the end light up, no willpower whatsoever,

0:42:330:42:37

but there we are. I mean, even if two people give up,

0:42:370:42:41

then it's been a worthwhile exercise.

0:42:410:42:43

Jesus Christ, I'm freezing, I'm proper shivering.

0:42:430:42:47

I'm telling you, I'll be off tomorrow with hypothermia.

0:42:470:42:49

Nev has spent the last few weeks belt tightening

0:42:590:43:01

and trying unsuccessfully to secure new business.

0:43:010:43:05

It was always looming on the horizon,

0:43:050:43:07

but we knew that the grant was coming to an end.

0:43:070:43:13

We kept it going as long as we can.

0:43:130:43:17

It finishes tomorrow.

0:43:170:43:19

Today he has called a meeting with his deputy Ben

0:43:210:43:24

and Simon from HR, to discuss the only option that remains.

0:43:240:43:29

We've got to cut back.

0:43:290:43:32

Yeah. Tough time.

0:43:320:43:33

If I'm honest, the way the business has been run

0:43:330:43:36

over the last four years, really,

0:43:360:43:38

we've given a lot of people more than enough opportunity

0:43:380:43:41

to perform, probably more so than any other, you know, call centre

0:43:410:43:45

but obviously now is a time to tighten up and make sure that

0:43:450:43:48

we're able to hit the sales figures that we need to per head.

0:43:480:43:51

Yeah, the bottom line is we are a sales organisation,

0:43:510:43:55

we are a business and we have to perform, we get paid by results,

0:43:550:43:58

the same as any other business.

0:43:580:44:00

So, tough decision.

0:44:000:44:02

We are going to be letting go of a lot of people,

0:44:050:44:07

that in a year's time would have been very good sales people,

0:44:070:44:12

and, you know, it's...

0:44:120:44:16

There's families involved, you know, some of them have partners...

0:44:160:44:20

It...it's shit.

0:44:200:44:24

I'm aching from ice skating.

0:44:320:44:35

So my legs are hurting so I need to just sit down,

0:44:350:44:40

so, I can use my trolley and sit down, can't I?

0:44:400:44:44

Yeah, I'll bring squash now.

0:44:450:44:47

It's December, but with no idea what Nev is planning,

0:44:480:44:52

all the talk on the sales floor

0:44:520:44:54

is about what they'll be buying each other for Christmas.

0:44:540:44:58

I'm going to get Paul lube, Vaseline.

0:44:580:45:03

I don't think he'll find it funny. Tough, he'll have to find it funny.

0:45:030:45:06

It's my joke, so I'll find it funny even if he doesn't.

0:45:060:45:09

You know the thing you get?

0:45:090:45:11

That gel that tickles your... SHE WHISTLES

0:45:110:45:14

That's what I'm getting.

0:45:140:45:15

Have you tried it before? No, I haven't.

0:45:150:45:18

Maybe it should come with instructions

0:45:180:45:21

in case he doesn't know what to do.

0:45:210:45:23

This is what I bought my friend for Christmas.

0:45:240:45:28

I got it from Ann Summers the other day and, well,

0:45:280:45:32

she can do what she wants with it. But you can't put it up your bum.

0:45:320:45:36

It's not allowed cos it's not for anal consumption or something.

0:45:360:45:40

And it's waterproof as well.

0:45:400:45:42

And... And I'm going to wrap it up for her.

0:45:420:45:45

I'll put it in a box and wrap it up

0:45:450:45:47

and I'm going to write on it, "Merry Jizz-mas."

0:45:470:45:50

She's got her foof pierced. Why don't you buy her different rings?

0:45:510:45:55

That's fucking disgusting.

0:45:550:45:57

Well, she has.

0:45:570:45:58

No. That's just weird.

0:45:580:46:00

"Oh, yeah, Merry Christmas, here's a foof ring." No.

0:46:000:46:05

I just can't do it. Like, it's too far.

0:46:050:46:08

Hello, you're through to Nationwide Energy, Chelsea speaking, how can I help?

0:46:100:46:13

Corey and Chloe have put their plans to move in together on hold.

0:46:160:46:20

It seems their relationship may have hit rocky ground.

0:46:200:46:25

Are you going to get her something for Christmas?

0:46:250:46:27

What? Are you going to get her anything for Christmas?

0:46:270:46:30

Er, I probably will, I don't know what I'll get her. You haven't

0:46:300:46:32

thought yet? I don't know, I don't know if I will, it depends if

0:46:320:46:35

I'm speaking to her by then. What do you mean you don't know if you will?

0:46:350:46:38

I'm not buying it just in case I don't speak to her by then.

0:46:380:46:42

You've got to buy her something, you can't not get her anything.

0:46:420:46:45

If I'm going to buy her something, it'll be like two days before.

0:46:460:46:50

Last-minute shopping, is it?

0:46:500:46:52

Yeah, otherwise she's not having anything.

0:46:520:46:54

Shaun has had a Christmas present come early.

0:46:540:46:57

Hello. You all right?

0:47:000:47:02

You OK? Yeah. How are you?

0:47:020:47:03

He impressed at his rugby trial and they're keen to take a second look.

0:47:030:47:07

Oh, my God, well done! Thank you, babe.

0:47:070:47:10

Oh! So going off, you, up into stardom?

0:47:100:47:14

Maybe, hopefully now.

0:47:140:47:16

There we are. Keep your head down now,

0:47:160:47:18

play the way you are. Oh, well done.

0:47:180:47:19

Thank you. Well done, I'm really proud of you.

0:47:190:47:22

So what does this mean, have you got a...?

0:47:220:47:24

Just need to wait now for a phone call

0:47:240:47:27

and, er, we'll see where we go from there. That's it? Yeah.

0:47:270:47:30

Don't forget me now, when you get all big and famous.

0:47:300:47:33

No, I won't. Otherwise I'll kick you in the nuts.

0:47:330:47:36

All right, babe, well done. Thank you.

0:47:380:47:41

I'll speak to you later. Bye!

0:47:410:47:44

It's going to be quite a juggling act, it's a big opportunity.

0:47:440:47:48

I've been working for this for the last three to four years now

0:47:480:47:51

and it's kind of come to a loggerhead now, this big moment,

0:47:510:47:54

it's my time to shine and hopefully I'll be able to perform on stage.

0:47:540:47:58

It's four years since Nev opened his doors for business.

0:48:060:48:09

Now, after weeks of trying but failing to clinch

0:48:090:48:13

a cash-generating deal, Nev faces the day he'd hoped would never come.

0:48:130:48:18

It is bad news, you know,

0:48:180:48:21

if you've got to see somebody that you've known and loved for a while

0:48:210:48:25

and all of a suddenly they haven't got a job, um, you know,

0:48:250:48:29

they've got to feed themselves and possibly their families.

0:48:290:48:32

So, you know, to cut back it is...

0:48:320:48:35

It's going to hurt, it's going to hurt a lot.

0:48:350:48:39

It's call centre manager Thorpey's job to tell the staff

0:48:390:48:42

that their services are no longer required.

0:48:420:48:45

We've been putting together a list, if you like,

0:48:450:48:48

of names of people who will no longer stay in the company.

0:48:480:48:54

Just gutted.

0:48:540:48:56

As more and more people are pulled in for the dreaded chat,

0:48:580:49:02

uneasiness on the floor grows.

0:49:020:49:04

I'm not too sure what's going on, to be honest.

0:49:040:49:07

People are obviously being asked to come off the phones, er...

0:49:070:49:10

I don't know, really, to go and speak, I don't know where

0:49:100:49:14

they've disappeared to, but they haven't come back

0:49:140:49:17

so I'm guessing they've been let go or something, I'm not too sure.

0:49:170:49:20

Everybody's walking out, like, where they've been sacked.

0:49:220:49:26

Smoker Rachel hopes her prolonged fag breaks

0:49:270:49:30

haven't put her in the firing line.

0:49:300:49:33

When people are going, it's the worst thing ever.

0:49:330:49:37

Honestly, you're sitting there and your heart is going,

0:49:370:49:40

but you know that you're doing well, and you know what you're doing

0:49:400:49:43

is right and then you see one of them walk past

0:49:430:49:46

and you think, "Go past me, go past me, don't stop, don't stop,"

0:49:460:49:48

and honestly, it was scary, you know.

0:49:480:49:51

People are just getting up and going, it was mad.

0:49:510:49:55

It was, it was really upsetting, actually.

0:49:550:49:57

It's always a very difficult thing to do,

0:49:570:50:00

but I justify it to myself in that it has to be done.

0:50:000:50:04

It really has to be done,

0:50:040:50:07

so you can't get too emotionally attached with it,

0:50:070:50:10

and you have to be realistic about it,

0:50:100:50:13

in that if we don't do it,

0:50:130:50:16

then everyone in the call centre, everyone's job is in jeopardy.

0:50:160:50:20

Unfortunately, 17-year-old Aiden wasn't able to improve his sales

0:50:250:50:30

and is one of the agents being let go.

0:50:300:50:32

Aiden was an unfortunate case, really.

0:50:320:50:36

I mean, he's only a young boy,

0:50:360:50:37

17 years old, first proper job that he's had.

0:50:370:50:40

I asked him a question in the training,

0:50:400:50:42

whether he'd actually buy loft and cavity wall insulation from himself.

0:50:420:50:46

He answered no, you know,

0:50:460:50:49

so unfortunately a hell of a nice guy, a young boy,

0:50:490:50:53

really wanted to do well, but it wasn't his environment.

0:50:530:50:56

You know, we tried.

0:50:580:51:00

My role isn't necessarily to be liked in the call centre,

0:51:010:51:05

but just to give you an indication, you know,

0:51:050:51:08

everyone we've spoken to this morning has totally understood it.

0:51:080:51:11

I'm fucking gobsmacked. Sorry. I am fucking gobsmacked.

0:51:110:51:15

This guy is good at what he does.

0:51:150:51:17

And Shaun's success on the rugby pitch

0:51:200:51:22

wasn't replicated on the sales floor.

0:51:220:51:24

My sales, I think it's a target of five a week

0:51:240:51:27

and obviously I was just coming below that with fours or threes,

0:51:270:51:31

so probably that's why they've had to let me go.

0:51:310:51:34

A bit disappointed, really.

0:51:340:51:36

Obviously, it's not nice for anybody to be laid off,

0:51:360:51:38

but now obviously I just got to get up

0:51:380:51:40

and get on with it and be positive about it rather than negative.

0:51:400:51:44

Fortunately, I have still got my job,

0:51:440:51:47

but I felt really sorry for him because, you know, he's obviously

0:51:470:51:51

working hard with his rugby career as well, and obviously

0:51:510:51:56

then coming into work and having to do a sales job,

0:51:560:51:59

it's tough, but unfortunately he lost his job, I'm gutted for him.

0:51:590:52:03

Poor Shaun.

0:52:050:52:07

On the scale of one to shit, it's shit, you know.

0:52:070:52:11

To get rid of people hurts, you know?

0:52:110:52:15

You know, I look after the people that work here.

0:52:160:52:20

It isn't just, you know, do it or bugger off.

0:52:200:52:23

We've encouraged them, we've trained them.

0:52:230:52:26

There's been at least three months' worth of encouragement

0:52:260:52:29

and training gone into these people.

0:52:290:52:31

I know everyone, I go around everyone,

0:52:310:52:34

and there was like five people sacked from the sales floor.

0:52:340:52:37

Five people sacked from admin,

0:52:370:52:39

five people sacked from customer services.

0:52:390:52:41

I go around everyone, I knew a few people had been sacked

0:52:410:52:45

and I was like, "Oh!" It was sad, like, you see them every day

0:52:450:52:48

and I didn't get to say goodbye to them, like,

0:52:480:52:51

and that is sad, and I did lose a few good mates, you know.

0:52:510:52:55

Mates that I'd have banter with, mates that I'd look forward

0:52:550:52:59

to seeing them on a Monday and having a chat to.

0:52:590:53:01

You know, it's horrible when anyone gets sacked, innit?

0:53:010:53:04

And yet another casualty of the cuts is body builder Corey

0:53:070:53:10

who was unable to lift his sales.

0:53:100:53:14

We had to let Corey go.

0:53:140:53:17

Ultimately, all it boils down to is if people aren't selling,

0:53:170:53:20

they're not going stay in a sales company.

0:53:200:53:22

It's as simple as that.

0:53:220:53:24

Obviously, it was a big deal, because I lost my job

0:53:250:53:27

and I didn't have anything else to do, but you know,

0:53:270:53:29

everything works out in the end,

0:53:290:53:31

you just have to find something else at the end of the day

0:53:310:53:33

and I don't really want to work in a call centre my whole life.

0:53:330:53:36

Maybe Corey concentrated on other aspects of his life

0:53:360:53:42

and not his sales technique.

0:53:420:53:44

This doesn't really matter to me. Life goes on.

0:53:440:53:48

While Corey's job may have ended in the sack,

0:53:490:53:52

the same can't be said of his relationship with Chloe.

0:53:520:53:55

I'm not in touch with Corey at all.

0:53:550:53:59

We've just, like, drifted apart.

0:53:590:54:01

The plan was we were going to move in together at one point

0:54:010:54:05

but it just didn't work out so we didn't bother moving in together.

0:54:050:54:09

I don't think I could stand living with that girl, to be honest.

0:54:090:54:12

I'm just going to enjoy with the girls and maybe go on holiday,

0:54:120:54:16

have a girlie holiday and just go out and enjoy really,

0:54:160:54:20

and then if I meet somebody, then I meet somebody

0:54:200:54:23

but I'm not looking for it.

0:54:230:54:25

You get better Barbies than Chloe, anyway.

0:54:250:54:27

I mean, she's a good-looking girl, like,

0:54:270:54:29

but she's not the best-looking girl I've ever had.

0:54:290:54:32

Chloe probably won't get a better-looking boy than me,

0:54:320:54:35

to be fair to her,

0:54:350:54:36

because I'm probably the best Chloe could get.

0:54:360:54:39

# You've got the words to change a nation

0:54:460:54:48

# But you're biting your tongue

0:54:480:54:52

# You've spent a lifetime stuck in silence

0:54:520:54:55

# Afraid you'll say something wrong... #

0:54:550:54:59

It's been a tough few weeks for Nev

0:54:590:55:02

and he seeks solace in a rehearsal for the call centre's house band.

0:55:020:55:07

# I wanna sing

0:55:080:55:10

# I wanna shout

0:55:100:55:13

# I wanna scream till the words dry out... #

0:55:130:55:18

I don't think there's any business that never has any hiccups.

0:55:180:55:22

You know, you have peaks and troughs,

0:55:220:55:25

that happens, but as long as the graph is going

0:55:250:55:28

in the general direction of an upward climb, then you're OK.

0:55:280:55:32

# Put it in all of the papers

0:55:320:55:36

# I'm not afraid

0:55:360:55:38

# They can read all about it

0:55:380:55:42

# Read all about it... #

0:55:420:55:45

You know, a few doors slam in your face,

0:55:450:55:48

the next one you're determined is going to open.

0:55:480:55:50

If it slams in your face, what do you do?

0:55:500:55:53

Do you give up? You keep knocking and something will open.

0:55:530:55:56

# This girl is on fire! #

0:55:590:56:02

Next time, it's no joke as Nev's managers try to lift

0:56:020:56:05

the mood with some cracking incentives.

0:56:050:56:08

CHEERING

0:56:080:56:11

I try and get results through comedy.

0:56:110:56:15

Love is in the air for tea girl Hayley.

0:56:150:56:18

"Roses are red, violets are blue,

0:56:180:56:20

"I'm shit at poems so get your tits out. Love you, babe. Trev."

0:56:200:56:25

And Nev looks to John Wayne for inspiration.

0:56:260:56:29

If you haven't fallen off your horse, you haven't been riding long enough.

0:56:290:56:32

Get back on the horse and ride.

0:56:320:56:35

That didn't work.

0:56:390:56:40

Subtitles by Red Bee Media Ltd

0:56:570:57:00

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