0:00:02 > 0:00:05Are you aware it's free if you have your loft and your cavity walls insulated?
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.'
0:00:14 > 0:00:17'I think it's all a scam to be honest with you.'
0:00:17 > 0:00:20They are the factories of our time.
0:00:20 > 0:00:24But here, at the third largest call centre in Swansea,
0:00:24 > 0:00:27the only things being made are the cold calls we dread.
0:00:27 > 0:00:29'No, no, no.'
0:00:29 > 0:00:30'Stop bloody bothering me.'
0:00:30 > 0:00:32'I really don't want these calls
0:00:32 > 0:00:34'and definitely not at seven o'clock in the evening.
0:00:34 > 0:00:39Holding the reins is CEO Nev Wilshire.
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 > 0:00:54There's a yawn at the back. Get down!
0:00:55 > 0:00:57Probably Napoleon. Dictator.
0:00:57 > 0:00:59Tell her she's sacked, then.
0:00:59 > 0:01:02But his troops loved him.
0:01:02 > 0:01:04He's awful, absolutely awful.
0:01:04 > 0:01:07And with a sales floor simmering with stress...
0:01:07 > 0:01:09'Piss off!'
0:01:09 > 0:01:11No, this ain't funny now cos you could have broke it.
0:01:11 > 0:01:13I'm going to kill someone.
0:01:13 > 0:01:15- ..sex...- Rarr!
0:01:17 > 0:01:19..and success...
0:01:19 > 0:01:21Almost getting a little excited in my pants right now.
0:01:21 > 0:01:24Ooh, ooh!
0:01:24 > 0:01:29..there's never a dull day when you work at this Swansea call centre.
0:01:29 > 0:01:32There's winners and there's losers and that's it.
0:01:32 > 0:01:34CHEERING
0:01:34 > 0:01:38'To be in charge of 700 people sometimes is daunting
0:01:38 > 0:01:39'but I love it,'
0:01:39 > 0:01:41absolutely love it.
0:01:44 > 0:01:45Welcome to Nev's world.
0:01:47 > 0:01:51This programme contains some strong language
0:02:00 > 0:02:01Just outside Swansea,
0:02:01 > 0:02:06one of the call centre's top managers is about to wake up.
0:02:06 > 0:02:1131-year-old Johnny Allen lives at home with his mum, dad, dog
0:02:11 > 0:02:13and little sister Gemma.
0:02:15 > 0:02:17Gem, get up!
0:02:17 > 0:02:20As well as being her big brother, he's also her manager.
0:02:20 > 0:02:22- Gemma?- Yes, mun!
0:02:23 > 0:02:24Oh!
0:02:25 > 0:02:28Do you have to bang on my wall all the time?
0:02:28 > 0:02:29You don't get up otherwise, do you?
0:02:31 > 0:02:32HE KNOCKS ON WALL
0:02:32 > 0:02:34Oh, coming, mun!
0:02:41 > 0:02:45Johnny tries to keep Gemma in line, both at work and at home.
0:02:47 > 0:02:48Oh, come on then.
0:02:48 > 0:02:50- Hello.- Gem.- What?
0:02:50 > 0:02:53Stop your chit-chatting now and get yourself ready for work.
0:02:53 > 0:02:55All right, John!
0:02:55 > 0:02:57He doesn't manage me till we get to work.
0:02:57 > 0:03:00- He thinks he is.- He thinks he is, he likes to think he is.
0:03:00 > 0:03:02SHE LAUGHS
0:03:02 > 0:03:03Control freak.
0:03:04 > 0:03:06HE CHUCKLES
0:03:06 > 0:03:11She just needs to be put into order basically, she's...useless.
0:03:11 > 0:03:14He's a good brother but he's an arsehole in general.
0:03:14 > 0:03:17SHE CACKLES
0:03:17 > 0:03:19Right, see you later.
0:03:19 > 0:03:22- Ta-ra.- Ta-ra, boy.
0:03:22 > 0:03:26Recently Gemma's sales results have been disappointing.
0:03:26 > 0:03:29It's Johnny's job to inspire his sister to new heights.
0:03:37 > 0:03:38Once they get to work, anyway.
0:03:45 > 0:03:50All right, Nev. Have you got a minute, or five, by any chance?
0:03:50 > 0:03:54You've got four minutes and 32 seconds.
0:03:54 > 0:03:57Like everyone at the call centre, in times of strife,
0:03:57 > 0:04:00Johnny turns to Nev for advice and guidance.
0:04:00 > 0:04:03- Everything all right?- Yeah, yeah, not too bad,
0:04:03 > 0:04:05it's going really well, but um...
0:04:05 > 0:04:08I've heard your sister's doing most of the sales, though.
0:04:08 > 0:04:12She has been, probably one of the top sellers on the team.
0:04:12 > 0:04:14I've been told she's better than you.
0:04:14 > 0:04:17- Ah, she'll never be as good as me. - OK.
0:04:17 > 0:04:20No, no, but recently, kind of slipped a little bit.
0:04:20 > 0:04:22I just noticed the last week or two it hasn't been...
0:04:22 > 0:04:24Where it should be?
0:04:24 > 0:04:27- Where it should be, you know, and... - OK.
0:04:27 > 0:04:30I've thought of different ideas, but nothing seems to be making sense
0:04:30 > 0:04:34to myself and I'm wondering, come and speak to the expert himself.
0:04:34 > 0:04:38To be honest, say the Monday and the Tuesday's mediocre,
0:04:38 > 0:04:41Wednesday's picking up again and then she's really chasing
0:04:41 > 0:04:45and searching and super, super trying, so you know,
0:04:45 > 0:04:50I thought about like, lazy element maybe, cos it's Monday but then...
0:04:50 > 0:04:53Give 'em double points on a Monday for an early finish.
0:04:53 > 0:04:54- Yeah, that's a good one.- Aha.
0:04:54 > 0:04:56Double points - changing up a little bit.
0:04:56 > 0:04:58- What do points make?- Prizes.
0:04:58 > 0:05:00Correct. OK.
0:05:00 > 0:05:02- Happy days.- Excellent. You're doing a good job.
0:05:02 > 0:05:05- Thank you.- You are doing a good job.
0:05:05 > 0:05:08- I'm pleased.- Thank you.
0:05:08 > 0:05:11You're still a wanker, bugger off.
0:05:11 > 0:05:14- Cheers.- Ta-ra, Johnny.- Ta-ra.
0:05:27 > 0:05:30The call centre recently had to lay people off
0:05:30 > 0:05:32after their biggest contract ended.
0:05:32 > 0:05:37The mood on the sales floor is unusually subdued.
0:05:37 > 0:05:40When I first joined here it was like walking into a party really.
0:05:40 > 0:05:42You know, I couldn't hear myself when I first walked in.
0:05:42 > 0:05:45There was people screaming and shouting
0:05:45 > 0:05:47and now it just seems really quiet.
0:05:47 > 0:05:50It feels like the company's lost its mojo at the moment.
0:05:52 > 0:05:54- What's happening?- All right?
0:05:54 > 0:05:57- You OK? - Yeah, I'm a bit emotional.
0:05:57 > 0:06:00- Why?- A bit emotional over Dave being sacked.
0:06:00 > 0:06:02Ah, I know.
0:06:02 > 0:06:03It's just bad.
0:06:04 > 0:06:08As CEO, it's Nev's job to find the missing mojo
0:06:08 > 0:06:12and he wants his managers to lead the search party.
0:06:12 > 0:06:16We've got too fat and lazy. It's about productivity.
0:06:16 > 0:06:21Be more diligent, raise the bar, get back to where we were,
0:06:21 > 0:06:26what we can do, what we can attain, help the people alongside you,
0:06:26 > 0:06:29keep batting, keep doing the right things
0:06:29 > 0:06:33and we'll get to where we want to get to, OK? Which is
0:06:33 > 0:06:39making money and enjoying what we do and expanding, right?
0:06:39 > 0:06:41- Yeah.- Any questions?
0:06:41 > 0:06:46When I said expanding, don't point the camera at my waist...
0:06:46 > 0:06:47you bastard!
0:06:48 > 0:06:52Nev has taken his failure to find a replacement contract
0:06:52 > 0:06:54for the call centre personally.
0:06:54 > 0:06:59But in tough times, he seeks solace in the wise words of his hero.
0:06:59 > 0:07:01John Wayne's answer to failure was, "If you haven't
0:07:01 > 0:07:05"fallen off your horse, you haven't been riding long enough."
0:07:05 > 0:07:07Everybody's going to fail now and again.
0:07:07 > 0:07:11Everybody's going to make a cock-up, but you've got to deal with it.
0:07:13 > 0:07:15Get back on the horse and ride.
0:07:23 > 0:07:25One of the first back on the horse is Hayley.
0:07:25 > 0:07:29She's heard rumours that a tea-lady at a rival call centre
0:07:29 > 0:07:32has been offering extras on the side
0:07:32 > 0:07:36and plans to follow suit in a bid to boost morale.
0:07:36 > 0:07:39Everyone on the sales floor have been saying for ages about making
0:07:39 > 0:07:42cakes on the trolley but now I know the tea lady in Cardiff is
0:07:42 > 0:07:46selling cakes I definitely want to do it cos, you know, I'm not
0:07:46 > 0:07:50having her having better stuff on her trolley than what I have.
0:07:50 > 0:07:53- I'm thinking about making cakes. - You're number one tea girl.
0:07:53 > 0:07:55I've got to up my game now so she's making cakes,
0:07:55 > 0:07:58I'm going to make cakes.
0:07:58 > 0:08:01- Are they?- I have had one. - Have you tried my cakes?
0:08:05 > 0:08:10I know how to do, like, cakes out of a box, like, mixes.
0:08:10 > 0:08:12No, she makes fresh cakes.
0:08:12 > 0:08:14Well, I'll just have people to make them.
0:08:14 > 0:08:16I'll have people to make them,
0:08:16 > 0:08:18I'll give them money and I'll sell them on my trolley.
0:08:18 > 0:08:21- We are going to make them. - Three of us.- Yeah.
0:08:21 > 0:08:23We'll make a cake at the weekend.
0:08:24 > 0:08:26I'll ask Nev, ain't it?
0:08:26 > 0:08:29Come on girls, we'll have to do this properly now.
0:08:29 > 0:08:30Like, no half a job Bob.
0:08:30 > 0:08:33I have zero baking skills.
0:08:33 > 0:08:36I've made cakes with my friends before but they've done them,
0:08:36 > 0:08:41you know? I haven't got a clue. I haven't got a clue.
0:08:41 > 0:08:45I know you put it in the oven and wait for it to rise but
0:08:45 > 0:08:49I don't know. I don't know what to do.
0:08:49 > 0:08:52But that will be part of the fun, won't it? You know?
0:08:52 > 0:08:55We've just got to make sure that we don't poison Nev!
0:09:05 > 0:09:08If there's one manager Nev can rely on to help find the missing
0:09:08 > 0:09:11mojo, it's 31-year-old Twe.
0:09:11 > 0:09:15All right, George, do the George shuffle!
0:09:15 > 0:09:18On the phone right now to a customer. Go on, do it!
0:09:18 > 0:09:21Come on, George. Ah, there you go.
0:09:21 > 0:09:25Jesus, if that's not motivating, I don't know what is(!)
0:09:25 > 0:09:27After three years at the call centre,
0:09:27 > 0:09:30Twe's style of management is infamous.
0:09:31 > 0:09:35Hands up how many of you would love to smash this cream pie
0:09:35 > 0:09:37in my face, seriously.
0:09:37 > 0:09:39'I'm quite loud, I'm quite brash.'
0:09:39 > 0:09:42I've got a terrible knack of just
0:09:42 > 0:09:45taking the mick out of anyone to try and make them laugh.
0:09:45 > 0:09:48Sometimes it works, sometimes it don't.
0:09:48 > 0:09:50But, yeah, I try and get results
0:09:50 > 0:09:56through comedy rather than shouting.
0:09:57 > 0:09:59- NEV:- He is a natural, practical joker, yeah.
0:09:59 > 0:10:01He's probably sorry that he
0:10:01 > 0:10:04didn't invent the whoopee cushion, you know, it's about his level.
0:10:04 > 0:10:06Come on then, guys! This is where we put the effort in,
0:10:06 > 0:10:09this is where the deals roll in.
0:10:09 > 0:10:14'There's nothing Twe won't do to raise a laugh and lift sales.
0:10:14 > 0:10:17'Today, he's preparing to reveal a secret from his past
0:10:17 > 0:10:20'he hoped would never come out.'
0:10:20 > 0:10:23Ten years ago, I thought it would be a really good idea to
0:10:23 > 0:10:28put a pair of my mate's wife's sister's knickers on.
0:10:28 > 0:10:31Unfortunately, got snapped in 'em as well.
0:10:31 > 0:10:34Any agent hitting four sales will get to see the picture.
0:10:34 > 0:10:36All right, you guys up for seeing
0:10:36 > 0:10:38this little naughty picture we've got of him?
0:10:38 > 0:10:40- Yeah.- Yeah?
0:10:40 > 0:10:44Some are more motivated by the prospect than others.
0:10:44 > 0:10:46Nah, I don't want to see Twe naked, like.
0:10:46 > 0:10:48He's not too pretty with clothes on.
0:10:48 > 0:10:52Twe, in a red thong, I want to see it.
0:10:52 > 0:10:56Massive incentive for me to get four deals. I'll smash five in now.
0:10:57 > 0:11:00No, I'm not bothered.
0:11:00 > 0:11:03I don't look at Twe that any more, I look at him like a brother.
0:11:03 > 0:11:05Any more?
0:11:05 > 0:11:07What do you mean?!
0:11:07 > 0:11:09Explain that.
0:11:09 > 0:11:12Twe, what's this latest money-making scheme we've got going on here.
0:11:12 > 0:11:17IT was servicing someone's computer over there and they've seen
0:11:17 > 0:11:21the e-mail that was sent three years ago of a picture that was taken
0:11:21 > 0:11:26ten years ago from one of the mate's Facebooks of me with her.
0:11:26 > 0:11:29If that ain't funny enough,
0:11:29 > 0:11:31I'm in woman's knickers.
0:11:31 > 0:11:34Right, and you reckon that's going to make money?
0:11:34 > 0:11:37Well, no, what I've said is anyone that does four sales...
0:11:37 > 0:11:40Cos IT have got hold of it and everything now, before it hits
0:11:40 > 0:11:44the sales floor and everyone else, I've tried increasing sales from it.
0:11:44 > 0:11:47So, anyone that does four sales this afternoon, will see this picture.
0:11:47 > 0:11:50OK, so...
0:11:50 > 0:11:52wearing women's knickers?
0:11:53 > 0:11:56Twe, anything you need to tell me?
0:11:56 > 0:11:58- Ah...- Anything you need to confess?
0:11:58 > 0:12:02Nothing from Monday to Friday. The weekend's my business.
0:12:03 > 0:12:05He's lost the plot.
0:12:08 > 0:12:12Beale. As in Ian Beale.
0:12:12 > 0:12:14On his floor, Johnny's sister, Gemma,
0:12:14 > 0:12:16is struggling to stay focused.
0:12:16 > 0:12:18Filing my nails.
0:12:18 > 0:12:20SHE LAUGHS
0:12:22 > 0:12:27I'm working still, just, you know, multi-tasking, see?
0:12:29 > 0:12:32That's what us women are good at, you see.
0:12:32 > 0:12:36Unfortunately my sister hasn't been
0:12:36 > 0:12:39really performing that well this week.
0:12:39 > 0:12:40This is one coat.
0:12:40 > 0:12:44I'm doing a French manicure, I am. A French manicure.
0:12:44 > 0:12:47She was on two sales for the week and that's, you know...
0:12:47 > 0:12:50She gets that in a day, do you know what I mean?
0:12:50 > 0:12:52More. Three, four sometimes.
0:12:52 > 0:12:56Everybody has a bad day, you know? Everybody has a bad day.
0:12:56 > 0:12:57But she's had three.
0:12:57 > 0:13:01I had one guy - not here, that was in another place I worked for -
0:13:01 > 0:13:02one guy said to me, he said...
0:13:02 > 0:13:04Cos I was selling mobile phones, and he said,
0:13:04 > 0:13:07"You're not allowed to..."
0:13:07 > 0:13:08What did he say? He said,
0:13:08 > 0:13:11"I'm not allowed to have a mobile phone with a camera on,"
0:13:11 > 0:13:13and I was like, "Why?"
0:13:13 > 0:13:15I put two and two together after the call then.
0:13:15 > 0:13:17You know what I mean, don't you?
0:13:17 > 0:13:20He's paedophile, I reckon.
0:13:20 > 0:13:22Gem, you off the phone?
0:13:22 > 0:13:25Do you want to grab your chair and come here, love?
0:13:25 > 0:13:28Johnny's had enough of Gemma's bad results
0:13:28 > 0:13:31and calls her across for a quiet word.
0:13:44 > 0:13:46- Hiya!- Hello.
0:13:47 > 0:13:50Right, first of all,
0:13:50 > 0:13:53I believe it's all about the build-up to the
0:13:53 > 0:13:55finishing touch, yeah?
0:13:55 > 0:13:57Like in a game of football.
0:13:57 > 0:14:00You've got to have good passing, good movement to create
0:14:00 > 0:14:02the opportunity to score a goal,
0:14:02 > 0:14:04and it's the same in sales.
0:14:04 > 0:14:07But that's where you've got to be involving the customer.
0:14:07 > 0:14:09Listen for one minute.
0:14:09 > 0:14:13You've gotta... I'm not saying you're sounding
0:14:13 > 0:14:16like a robot, cos you do sound enthusiastic on the phone, but just
0:14:16 > 0:14:21add some words to each question to get them involved.
0:14:21 > 0:14:23So, "Do you what YOUR property, Mrs Jones...?"
0:14:23 > 0:14:25YOUR house, YOUR property.
0:14:25 > 0:14:27- Am I keeping you awake?- What?
0:14:27 > 0:14:29- Concentrate now.- I am concentrating.
0:14:29 > 0:14:31- I'm just making sure, cos you're yawning.- Yeah.
0:14:31 > 0:14:36Right, right. Have you got any questions,
0:14:36 > 0:14:38anything that you're unsure of?
0:14:38 > 0:14:42- Happy with everything, yeah?- Yeah.
0:14:42 > 0:14:44Get on it like Sonic.
0:14:47 > 0:14:48Now.
0:14:50 > 0:14:52You've been off the phone long enough.
0:15:00 > 0:15:03'He's been my manager before in another call centre,
0:15:03 > 0:15:04'it didn't work at all.
0:15:04 > 0:15:07'We hated each other. I hated him. It's not so bad now.'
0:15:07 > 0:15:10I think it's maybe cos he's grown up a little bit.
0:15:10 > 0:15:11Well, a little bit.
0:15:11 > 0:15:14He give me a dead leg before, right?
0:15:14 > 0:15:18He hit me in the leg and I had a dead leg for three days. Yeah.
0:15:27 > 0:15:31Back on Twe's floor, and the prospect of seeing their manager
0:15:31 > 0:15:36in a pair of red pants has stirred the sales agents into action.
0:15:36 > 0:15:39Twe naked is motivating a lot of people across the sales floor
0:15:39 > 0:15:40so it should be all right.
0:15:40 > 0:15:43Right, come on then, guys, we need to start picking it up now
0:15:43 > 0:15:45and get a few more deals up on the board!
0:15:45 > 0:15:46Well done for that one.
0:15:46 > 0:15:50I can see a couple of people doing it, hopefully not too many.
0:15:50 > 0:15:53So we got one on our team, one on Dan's team as well,
0:15:53 > 0:15:55that's one deal away.
0:15:55 > 0:15:57- One more deal?- Only one more deal.
0:15:57 > 0:15:59Kirsty gets to see the picture.
0:15:59 > 0:16:02One more to see the picture, apparently.
0:16:02 > 0:16:06Sales agent Kirsty is the first to hit the target.
0:16:06 > 0:16:09She has great expectations.
0:16:09 > 0:16:12Basically, he's supposed to have a big willy, from what I've heard.
0:16:12 > 0:16:14- WOMAN: Too?- Too well endowed.
0:16:16 > 0:16:19- OK, how are we? Are you all right?- Yeah.
0:16:19 > 0:16:23All right, Dan, I think you need a witness with me while I...
0:16:23 > 0:16:25- DAN:- Yeah.- Come this side of the pillar
0:16:25 > 0:16:28so I can...so no-one else can see.
0:16:29 > 0:16:31THEY LAUGH
0:16:31 > 0:16:33- KIRSTY:- Oh, my God.
0:16:36 > 0:16:38How old are you?
0:16:38 > 0:16:41How old was I, there?
0:16:42 > 0:16:45I was about 18, 19.
0:16:46 > 0:16:47That was well worth four deals.
0:16:47 > 0:16:50Was that well worth four deals? Worth working hard?
0:16:50 > 0:16:52And do you know what? We're going to pay you commission on top
0:16:52 > 0:16:55- for every one of those deals, as well.- Ah, thank you.
0:16:55 > 0:16:58Yeah. Well, that's a standard deal. So, well done, good work.
0:17:07 > 0:17:11Hayley is at her friend's house with mates Jenny and Amanda,
0:17:11 > 0:17:13losing her cake-baking cherry.
0:17:13 > 0:17:17Watch this bad boy now. Whey.
0:17:17 > 0:17:20You put eggs in cake but, yet again, you have eggs with
0:17:20 > 0:17:22a mixed grill and stuff.
0:17:22 > 0:17:26They're so versatile, ain't they, eggs?
0:17:26 > 0:17:27I love eggs.
0:17:27 > 0:17:30My friend was learning me how to whisk the other day.
0:17:30 > 0:17:32She said you got to leave air get into it
0:17:32 > 0:17:34and then it's better.
0:17:34 > 0:17:36You've got to put some elbow grease into it, yeah?
0:17:36 > 0:17:39Hayley plans to take the cakes into the call centre
0:17:39 > 0:17:41in a bid to boost morale.
0:17:41 > 0:17:42Do you mind if I lick it?
0:17:42 > 0:17:45- Do it.- Just don't put it back in.
0:17:45 > 0:17:48Assuming Health and Safety don't object first.
0:17:48 > 0:17:51Ah, fucking hell, everyone's going to be food poisoned.
0:17:51 > 0:17:53If Nev gives her permission to sell them
0:17:53 > 0:17:57on her tea round, it will be the icing on the cake.
0:17:57 > 0:17:59That's what they're meant to look like, we'll see
0:17:59 > 0:18:00if they look like that later.
0:18:00 > 0:18:02Right, cup of tea?
0:18:02 > 0:18:04Oh, yes, if you're making, I will.
0:18:04 > 0:18:08- Come on now, girls... - Come on, tea girl.- As if, as if.
0:18:17 > 0:18:22Hayley is about to reveal her cakes to an unsuspecting call centre.
0:18:25 > 0:18:29On the sales floor, she's hoping to do some selling of her own.
0:18:32 > 0:18:35I don't even know if I was allowed to do, I was so...
0:18:35 > 0:18:37We had our first customer!
0:18:37 > 0:18:39- Are they safe to eat? - Let me know.
0:18:39 > 0:18:43Before continuing, Hayley will need Nev's blessing.
0:18:43 > 0:18:45Hello there, Nev!
0:18:45 > 0:18:47Hayley, how are you?
0:18:47 > 0:18:49Well, I got a little present for you.
0:18:49 > 0:18:51Thought you were off today. Looked for you this morning,
0:18:51 > 0:18:54needed a cup of tea and where were you?
0:18:55 > 0:18:58- Now...- Are you going to tell me you made these?
0:18:58 > 0:19:00Yes, I did, with help from Jenny and Amanda.
0:19:00 > 0:19:01I was going to say....
0:19:01 > 0:19:04Still, they're amazing, ain't they?
0:19:04 > 0:19:06For our first time, look at them.
0:19:06 > 0:19:08They look nothing like the box of the cake mix, right?
0:19:08 > 0:19:10You could get money for this lot?
0:19:10 > 0:19:13Well, straight up, went in there just now,
0:19:13 > 0:19:14Phil straightaway, a pound.
0:19:14 > 0:19:15I didn't ask for money.
0:19:15 > 0:19:18- A pound?- He went, "Let me have a big one for a pound."
0:19:18 > 0:19:20Bam. "Wey-hey, you're my first customer!"
0:19:20 > 0:19:22- Wouldn't do it all the time. - Take a breath.- Yeah.
0:19:22 > 0:19:24Thanks. I don't know if you're going to be allowed to.
0:19:24 > 0:19:26I know, that's what I was thinking.
0:19:26 > 0:19:29But, you know, you've got a way of, errr...
0:19:29 > 0:19:30Once a month thing.
0:19:30 > 0:19:32It's not a way of "o-errr."
0:19:32 > 0:19:35We have to write to Trading Standards
0:19:35 > 0:19:36and do things properly.
0:19:36 > 0:19:38These ain't just normal cupcakes, look, Nev, right?
0:19:38 > 0:19:41These are good shit, like. Look at them.
0:19:41 > 0:19:43We were so impressed, me, Amanda and Jenny.
0:19:43 > 0:19:45- This is top quality shit?- Yeah.
0:19:46 > 0:19:48Mmm.
0:19:48 > 0:19:50Honestly...
0:19:50 > 0:19:53Shut up! Shut up!
0:19:53 > 0:19:55They're pretty, though? They are nice.
0:19:55 > 0:19:58They're pretty. You've done a fantastic job, girl.
0:19:58 > 0:19:59We've all done it cos I thought it was part
0:19:59 > 0:20:02of the work thing of call centre, We Claim U Gain...
0:20:02 > 0:20:04I'd like to take another bite, if you just bugger off.
0:20:04 > 0:20:06OK. He's enjoying it, that's a good sign.
0:20:06 > 0:20:08He's clearly enjoying it.
0:20:08 > 0:20:10She doesn't shut up. She's motor-mouth.
0:20:10 > 0:20:13- She's got verbal diarrhoea.- I know.
0:20:13 > 0:20:17Keen to avoid diarrhoea of an altogether more disgusting kind,
0:20:17 > 0:20:23Nev has resorted to the law to put a stop to Hayley's cake selling plans.
0:20:23 > 0:20:26So it took three of them to make this.
0:20:26 > 0:20:28OK.
0:20:28 > 0:20:30Totally good reasons.
0:20:30 > 0:20:32We're not allowed.
0:20:32 > 0:20:34- I'm having half of that. WOMAN:- There's a hair on it.
0:20:34 > 0:20:36I know, I don't even want to eat it.
0:20:36 > 0:20:38- WOMAN:- There's a hair on it. - That's Jenny's hair.
0:20:38 > 0:20:39- HAYLEY:- Shut up.
0:20:39 > 0:20:41I'm not fussy.
0:20:45 > 0:20:47SIREN BLARES
0:20:47 > 0:20:49On me.
0:20:49 > 0:20:52He'll never sell any ice cream going that fast.
0:20:53 > 0:20:56When it comes to drumming up new business,
0:20:56 > 0:20:59Nev is the first to roll up his sleeves and get stuck in.
0:20:59 > 0:21:01I wouldn't mind owning that shop.
0:21:04 > 0:21:08He's come to London to promote the call centre
0:21:08 > 0:21:12and give a speech to some big hitters in the energy industry.
0:21:12 > 0:21:15- SAT NAV:- 'You have reached....' - I've reached the destination.
0:21:15 > 0:21:17Oops, excuse me.
0:21:17 > 0:21:18HORN HONKS
0:21:18 > 0:21:20HE LAUGHS
0:21:22 > 0:21:25The business is out there and sitting on your arse
0:21:25 > 0:21:28and waiting for it to come to you doesn't work, you know?
0:21:28 > 0:21:30As John Wayne would have done, he'd have gone on his horse
0:21:30 > 0:21:34and he'd have gone and found the next new frontier.
0:21:34 > 0:21:36It's hardly the Wild West,
0:21:36 > 0:21:39but Nev is still far from home.
0:21:39 > 0:21:40Oh, sorry.
0:21:40 > 0:21:43Sorry. She's bullying me.
0:21:43 > 0:21:48I don't know many of them, but apparently I'm talking to them.
0:21:48 > 0:21:51I'm a little bit nervous, yeah, but...
0:21:52 > 0:21:54I'm OK.
0:22:18 > 0:22:20While Nev prepares to face the big hitters,
0:22:20 > 0:22:25back at the call centre, big hitting of a different kind is on the cards.
0:22:26 > 0:22:30Team leader Dickie is gearing up for a fight with an assistant
0:22:30 > 0:22:33team leader from the rival shift.
0:22:33 > 0:22:35We should be expecting a monstrous shift today.
0:22:35 > 0:22:37We've got loads of karma in as well, guys.
0:22:37 > 0:22:39So we should be absolutely smashing and pushing
0:22:39 > 0:22:41for a 500 as a shift today
0:22:41 > 0:22:43but an eight per head as a team.
0:22:43 > 0:22:45He has done a little bit of boxing in the past
0:22:45 > 0:22:46but I don't know how much.
0:22:46 > 0:22:48So like, I don't know.
0:22:48 > 0:22:50I'm not all that nervous at the moment
0:22:50 > 0:22:52but, on the day, I ain't going
0:22:52 > 0:22:54to let on, then I will be.
0:22:55 > 0:22:59Dickie's girlfriend Naomi is in charge of his fight diet.
0:22:59 > 0:23:01- No more chocolate.- No.
0:23:01 > 0:23:03No more sugar in your tea.
0:23:03 > 0:23:06- No more bread.- Yeah, I know.
0:23:06 > 0:23:10Basically, I just got to eat tuna, chicken, stuff like that.
0:23:10 > 0:23:11I don't want to lose
0:23:11 > 0:23:14and I certainly don't want to lose bad in front of them.
0:23:14 > 0:23:16I don't know if you know the team leader,
0:23:16 > 0:23:18Dickie, on the opposite shift?
0:23:18 > 0:23:24He's going to be taking on our very own Paul "the Irish Man" Williams.
0:23:24 > 0:23:28Recently promoted to assistant team leader, 20-year-old Paul
0:23:28 > 0:23:33thinks he can punch above his weight and put on a show for his shift.
0:23:34 > 0:23:36Let's hope we can both keep our heads on to
0:23:36 > 0:23:38batter each other on the night.
0:23:38 > 0:23:40But I'm sure we'll be shaking hands
0:23:40 > 0:23:44after, win or lose for either of us.
0:23:44 > 0:23:47For his shift manager, Dwayne, the fight is a chance to create
0:23:47 > 0:23:51a buzz on the floor and hopefully encourage a few more sales.
0:23:51 > 0:23:55Dickie's been giving it all this talk and handbag chats and whatnot
0:23:55 > 0:23:59on how he's going to knock him out, yeah? There's no chance.
0:23:59 > 0:24:02Everybody's, "Dickie's going to batter you."
0:24:02 > 0:24:04"Paul, you going to batter Dickie?"
0:24:04 > 0:24:06Everybody's stirring between us.
0:24:06 > 0:24:11He is technically my assistant. but I'd like to see his head kicked in.
0:24:12 > 0:24:14Is that OK, am I allowed to say that?
0:24:14 > 0:24:17- What did she just say?- Nothing!
0:24:17 > 0:24:21I'm just giving you support and saying who I think's going to win.
0:24:21 > 0:24:23(Dickie.)
0:24:26 > 0:24:30In London, Nev's nearly a knockout.
0:24:30 > 0:24:32CERT and CESP has ended
0:24:32 > 0:24:34and to those people that are in contracting
0:24:34 > 0:24:38or do what I do, you know that the shutters
0:24:38 > 0:24:41came down all of a sudden and now we're limping through.
0:24:41 > 0:24:44But the crowd is as tough as the times.
0:24:44 > 0:24:48I mean, there's a few companies that I know that have gone bust
0:24:48 > 0:24:52but it's certainly a "tighten your belt" time, while we get to grips
0:24:52 > 0:24:55with a new grant that still isn't finalised and still isn't
0:24:55 > 0:24:57where we want it to be.
0:24:57 > 0:25:00OK? We're trying to look after a customer and
0:25:00 > 0:25:04I think, as an industry, we need to remember that the customer is king.
0:25:04 > 0:25:06Thank you.
0:25:06 > 0:25:08APPLAUSE
0:25:08 > 0:25:09I thought it went quite well.
0:25:09 > 0:25:11Could have been better. There was a couple of things that
0:25:11 > 0:25:14I thought, "I should have said that, I should have said this,"
0:25:14 > 0:25:18but you never get perfection, you just strive for it.
0:25:18 > 0:25:20I was quite staid.
0:25:20 > 0:25:24I was reasonably professional.
0:25:30 > 0:25:33Love is in the air at the call centre
0:25:33 > 0:25:36and one box is getting all the action.
0:25:36 > 0:25:39- There we go. Nice letters for you. - In they go.
0:25:40 > 0:25:42It won't go in.
0:25:42 > 0:25:48Twe is indulging his greatest passion, practical joking.
0:25:48 > 0:25:51I do like Hayley, she's got a good heart.
0:25:51 > 0:25:56We do wind each other up in work and sometimes we can
0:25:56 > 0:25:59do each other's heads in.
0:26:02 > 0:26:03It says, "To Pearce,
0:26:03 > 0:26:06"hope you're not too stressed with all the love flying about.
0:26:06 > 0:26:08"We need a drink soon. Love, James Hearn."
0:26:10 > 0:26:14How many kisses? You're good at this snaking malarkey.
0:26:15 > 0:26:17Keep it simple, give it one.
0:26:17 > 0:26:19Just one kiss.
0:26:19 > 0:26:21Treat them mean, keep them keen, is that right?
0:26:29 > 0:26:31Hiya, babe.
0:26:33 > 0:26:34Have you gone shy?
0:26:36 > 0:26:41For one couple on the sales floor, Cupid's arrow has already struck.
0:26:41 > 0:26:44Amateur boxer Paul is proving to Karlie he's a lover,
0:26:44 > 0:26:46not just a fighter.
0:26:46 > 0:26:48She's a really good looking girl and there's not many
0:26:48 > 0:26:51girls on the floor so all the boys are like
0:26:51 > 0:26:52a bit jealous, I reckon.
0:26:52 > 0:26:54She's mine at the moment,
0:26:54 > 0:26:58so no-one's... Keep their hands off, really.
0:26:58 > 0:27:00We're not official, we're not together.
0:27:00 > 0:27:02I don't want to be labelled as something yet,
0:27:02 > 0:27:07cos I was in a relationship for three years before that and...
0:27:07 > 0:27:10I dunno, I just don't want to get hurt again.
0:27:10 > 0:27:14So just seeing how things go, but it's going good, really good.
0:27:14 > 0:27:16He's really cute and kind.
0:27:18 > 0:27:20Apple and Star tonight?
0:27:20 > 0:27:21No, bed.
0:27:21 > 0:27:23Going home and going to bed.
0:27:23 > 0:27:25Boring, you are.
0:27:25 > 0:27:27His personality is wicked
0:27:27 > 0:27:31and he's hot as well, loads.
0:27:31 > 0:27:34He's just...perfect.
0:27:34 > 0:27:36The call centre brings you everything, don't it?
0:27:36 > 0:27:39It brings you everything - money, love, everything.
0:27:41 > 0:27:45Hayley is sorting through the messages in her box, getting
0:27:45 > 0:27:49ready to dish out all the heartfelt declarations of love within.
0:27:49 > 0:27:52"Roses are red, violets are blue,
0:27:52 > 0:27:54"I'm shit at poems
0:27:54 > 0:27:55"so get your tits out.
0:27:55 > 0:27:58"Love you babe, Trev."
0:27:58 > 0:28:00Oh, God. Right.
0:28:08 > 0:28:13They're Romeos in here, ain't they?
0:28:13 > 0:28:15Ah, "I love tea", man!
0:28:15 > 0:28:18That's awesome.
0:28:18 > 0:28:21"To Hayley, hope you have...
0:28:21 > 0:28:25"Hope you're not too stressed with all the love flying about today.
0:28:25 > 0:28:28"We need a drink soon.
0:28:28 > 0:28:30"Love James Hearn." Who's that?
0:28:30 > 0:28:31I think I know.
0:28:31 > 0:28:35Well, that was a shock, cos I don't even speak to this guy.
0:28:35 > 0:28:37I think I know who he is, on Dan's team.
0:28:37 > 0:28:39Aw, that's cute, ain't it?
0:28:42 > 0:28:44Right.
0:28:45 > 0:28:47Aw, Lee, babes!
0:28:51 > 0:28:52Is it opened?
0:28:52 > 0:28:54It's not opened yet, I swear to God.
0:28:54 > 0:28:59I had a Valentine's letter from someone.
0:29:00 > 0:29:03Can't repeat it on TV, my mother would kill me.
0:29:03 > 0:29:07I'll read it to the camera. Let's have a look.
0:29:07 > 0:29:11"Dear Twe, I love your shiny, bald head.
0:29:11 > 0:29:13"You always stare at me
0:29:13 > 0:29:16"every day in work and you make me very, very horny.
0:29:16 > 0:29:19"I just want your length inside me.
0:29:19 > 0:29:23"PS, get your python out."
0:29:23 > 0:29:25THEY LAUGH
0:29:25 > 0:29:27Nice.
0:29:27 > 0:29:28Get your python out.
0:29:28 > 0:29:33Yeah, brilliant, I'll take that home and show that to the mum.
0:29:33 > 0:29:35Keen to seize her romantic moment,
0:29:35 > 0:29:38Hayley seeks out her secret admirer,
0:29:38 > 0:29:40the unsuspecting James Hearn.
0:29:41 > 0:29:43Thank you, babes!
0:29:43 > 0:29:45Mwah!
0:29:45 > 0:29:46Thanks!
0:29:48 > 0:29:50Did he do it?
0:29:50 > 0:29:51SHE LAUGHS
0:29:51 > 0:29:53You bastards!
0:29:59 > 0:30:02He was like that...
0:30:02 > 0:30:04There we are, he's just had a kiss from me.
0:30:04 > 0:30:06- Who is it?- James Hearn...
0:30:06 > 0:30:07HE LAUGHS
0:30:07 > 0:30:10Did you get any Valentines?
0:30:10 > 0:30:11Yeah, I know it was you.
0:30:11 > 0:30:13What, what one?
0:30:13 > 0:30:15I had a funny feeling it was a wind up anyway, right.
0:30:15 > 0:30:18It's not a wind up. He's single, you're single.
0:30:18 > 0:30:21- Oh, shut up.- Think about pairing you up.- You're single.
0:30:21 > 0:30:23What we were thinking is he's...
0:30:23 > 0:30:25I knew that it was a wind up. I said, "Aww..."
0:30:25 > 0:30:27He's a big, muscly guy, possibly your type.
0:30:27 > 0:30:30- Absolutely not. - You've got a pulse, you're his type.
0:30:30 > 0:30:31MAN: Oh, yeah, not your type Hayley...
0:30:31 > 0:30:33TWE: So what's the problem?
0:30:33 > 0:30:35Long story short, you wound me up, I wound you up.
0:30:35 > 0:30:37It was me doing the python. Hmm.
0:30:37 > 0:30:40Oh, right, so you wrote that to me. Oi, I just wanted to say...
0:30:40 > 0:30:42Come here. Hayley!
0:30:42 > 0:30:43Happy Valentine's Day.
0:30:43 > 0:30:45Oh shut up, Twe.
0:30:45 > 0:30:47- I love your work, I love your work. - Shut up!
0:30:47 > 0:30:49I can't even take you serious. What is it, fucking water like?!
0:30:49 > 0:30:51No, it's not, honestly.
0:30:51 > 0:30:53I love your work that you do, all right?
0:30:53 > 0:30:55- Piss off, Twe.- No, it is.
0:30:55 > 0:30:57Give me a kiss, then.
0:30:57 > 0:30:59- No, it's...- No, genuine.
0:30:59 > 0:31:02You're tipping tea everywhere, like, you're carrying hot stuff.
0:31:02 > 0:31:05- It's like a health hazard. So, I love your work.- Really?
0:31:05 > 0:31:07I appreciate all the work you do.
0:31:07 > 0:31:08I don't believe you, anyway.
0:31:08 > 0:31:10- I do, come here.- It's a joke. - Come here.
0:31:10 > 0:31:12Aw, guys! Twe has got an 'art.
0:31:12 > 0:31:16- I haven't. Get back to work! - Thank you!- Get back to work!
0:31:16 > 0:31:19- KARLIE:- This rose is made by paper.
0:31:19 > 0:31:22Paul's been making me one every single day for the past two
0:31:22 > 0:31:26months and sometimes he colours them in, as well, to make them
0:31:26 > 0:31:30look colourful, cos flowers are colourful, not white.
0:31:30 > 0:31:34And, for Karlie, the romance with Paul is an even bigger deal, as all
0:31:34 > 0:31:38her previous relationships have been with girls.
0:31:38 > 0:31:40Obviously I was in love before with my ex.
0:31:40 > 0:31:44Well, I think I was. Yeah, of course I was.
0:31:44 > 0:31:45But because he's a guy it's
0:31:45 > 0:31:47a completely different thing, you know?
0:31:47 > 0:31:52Cos obviously... I'm not confused of my sexuality.
0:31:52 > 0:31:55Obviously I like both.
0:31:57 > 0:31:59Because it's a guy, I've never really...
0:31:59 > 0:32:02Because I've never had a proper guy relationship
0:32:02 > 0:32:03ever, like ever,
0:32:03 > 0:32:06so I don't know. It's just exciting to see what happens.
0:32:06 > 0:32:08There must be something there,
0:32:08 > 0:32:11like, if she haven't had, like, a proper boyfriend before.
0:32:11 > 0:32:14We never have a boring date together, it's always
0:32:14 > 0:32:16something stupid or something funny,
0:32:16 > 0:32:18something's always happening.
0:32:18 > 0:32:21I've had two or three people coming up to me saying are me
0:32:21 > 0:32:25and Paul together cos they said it's getting quite noticeable now.
0:32:28 > 0:32:30But it's not just love on Paul's mind.
0:32:30 > 0:32:32With fight night looming,
0:32:32 > 0:32:35he's come to see Nev on official business.
0:32:35 > 0:32:38All right, yeah, I've come to ask,
0:32:38 > 0:32:41you know the fight between me and Dickie?
0:32:41 > 0:32:42Yes.
0:32:42 > 0:32:44Do you want to sponsor the fight?
0:32:44 > 0:32:47You'll be there, handing out trophies, stuff like that, you know?
0:32:47 > 0:32:49- Will I really? - Yeah, hand the trophies out.
0:32:49 > 0:32:51I've got to pay for the trophies as well?
0:32:51 > 0:32:53No, I don't think you will.
0:32:53 > 0:32:56I think I'd rather sharpen two pencils and stick them in my eyes.
0:32:56 > 0:32:58It's going to be good, though.
0:32:58 > 0:33:02Rather than sponsor two people from my call centre fighting each other.
0:33:04 > 0:33:05Who's going to win?
0:33:05 > 0:33:07I don't know yet, we'll see what happens.
0:33:07 > 0:33:09Whoever trains the hardest.
0:33:09 > 0:33:11You're not confident, are you?
0:33:11 > 0:33:14I am confident, yeah, but, you know, I don't want to say too much.
0:33:14 > 0:33:17Really? All right then.
0:33:17 > 0:33:19How's your love life going?
0:33:19 > 0:33:20Yeah, it's going good.
0:33:20 > 0:33:23Is it? Nothing you need to tell me at all?
0:33:23 > 0:33:25Well, what do you mean by that?
0:33:25 > 0:33:28I'm just asking a question, just an open...
0:33:28 > 0:33:31Oh, you're scratching your face, you're very uneasy.
0:33:31 > 0:33:34Body language is looking very, very suspect.
0:33:34 > 0:33:35Cringing away. Come on, tell me!
0:33:35 > 0:33:38What's happening in your love life then?
0:33:38 > 0:33:41- Well, you know Karlie. - I know Karlie, she's a lovely girl.
0:33:41 > 0:33:42What the hell's she doing with you?
0:33:42 > 0:33:44I'm not a lovely boy, no?
0:33:44 > 0:33:46You are a lovely boy, actually.
0:33:46 > 0:33:48He is, he's a lovely boy.
0:33:48 > 0:33:51But he wants to go into a ring and fight.
0:33:52 > 0:33:54It's good, it's good. It's going to be good.
0:33:54 > 0:33:57That gives off of a good luck.
0:33:57 > 0:34:00And it gives me a name for what?
0:34:00 > 0:34:02A nice, tough call centre, maybe.
0:34:02 > 0:34:04Sponsoring thugs?
0:34:04 > 0:34:07- Not thugs. Come on, now.- OK.
0:34:07 > 0:34:09Just one thing then, right?
0:34:09 > 0:34:11You know, you've seen these shoes often enough, right?
0:34:14 > 0:34:17You've seen me do this before, as well?
0:34:17 > 0:34:21Get out of my office, now! Out, out!
0:34:21 > 0:34:23How dare you even ask!
0:34:24 > 0:34:25Get out, you asshole!
0:34:27 > 0:34:29Have you gone?
0:34:36 > 0:34:39Not as good as I planned it but we'll see how he is in a few
0:34:39 > 0:34:42days and I'll try and... I reckon I can push him into it.
0:34:42 > 0:34:44We'll see what happens now.
0:34:44 > 0:34:50There's all sorts of er, things you can do for sponsorship.
0:34:50 > 0:34:53Really, I'd rather give the money to charity than...
0:34:53 > 0:34:58And a proper charity, rather than give it to
0:34:58 > 0:35:01two boys going to beat the crap out of each other in a ring.
0:35:08 > 0:35:12It's the Saturday shift for Johnny and his sister
0:35:12 > 0:35:14and sales are painfully slow.
0:35:16 > 0:35:20Yeah, it's, you know, at the flick, at the flick of a finger,
0:35:20 > 0:35:25the flick of a coin, it could turn around and turn out to be a really
0:35:25 > 0:35:29good day, but currently, at the moment, no, it's not going the best.
0:35:29 > 0:35:33This is where it comes down to me, as the manager, just to sit here
0:35:33 > 0:35:37or stand over there or stand there, and just make sure that they're
0:35:37 > 0:35:42all on the phone, you know, not stressing out, trying to enjoy
0:35:42 > 0:35:46their day, but at the same time, get the sales in as well, you know.
0:35:46 > 0:35:48Who supplies your gas and electric?
0:35:48 > 0:35:51All right, no problem, all right, take care.
0:35:51 > 0:35:56Who pays... Who do you pay your gas and electric to?
0:35:56 > 0:35:59A frustrated Gemma is still struggling to persuade
0:35:59 > 0:36:02customers to switch energy suppliers.
0:36:02 > 0:36:06Just hoping that she'll just jump back on the bandwagon
0:36:06 > 0:36:08and be as good as she normally is.
0:36:08 > 0:36:11No, no, the energy supplier.
0:36:11 > 0:36:14Who supplies the energy?
0:36:14 > 0:36:15Dear God.
0:36:16 > 0:36:19Come on. Where are you going to now?
0:36:19 > 0:36:21- Nowhere.- Right...
0:36:23 > 0:36:27If you're going to keep on kicking yourself in the teeth...
0:36:27 > 0:36:30- No, but they're doing my head in. - But listen. Why are you letting it?
0:36:30 > 0:36:33Because they don't want to buy it and I need three people to buy it.
0:36:33 > 0:36:35Well, that's not the point, you're not selling anything.
0:36:35 > 0:36:37- Ah, you know... - They're not buying nothing.
0:36:37 > 0:36:39I need three people to switch.
0:36:39 > 0:36:43Yeah, Gem... you've got to chill out.
0:36:43 > 0:36:47You've got to get back on the phone and you've got to just concentrate
0:36:47 > 0:36:49on doing your structure.
0:36:53 > 0:36:56Take them points on board, on the phone.
0:36:56 > 0:36:58Come on, back on the phone, Gem.
0:37:03 > 0:37:04That's out of work.
0:37:04 > 0:37:08- Oh, right, OK!- Gem, what I said about them points, yeah?- Yeah.
0:37:08 > 0:37:13Since Thursday, she has been beating herself up and there's been
0:37:13 > 0:37:16times where she's stressing herself out and now she's stressing out
0:37:16 > 0:37:19because she's struggling because she hasn't got any at the moment.
0:37:19 > 0:37:21So if she continues with that attitude
0:37:21 > 0:37:23she is going to finish on zero.
0:37:23 > 0:37:26She might as well fold her book away now, take her headset off
0:37:26 > 0:37:27and sit there until five.
0:37:27 > 0:37:30If she takes my points on board, and goes in with a different approach,
0:37:30 > 0:37:33then, you know, you could come up with the deals that you want,
0:37:33 > 0:37:35and get the money that she wants.
0:37:35 > 0:37:37But that's up to her now.
0:37:40 > 0:37:44Nev is back in the driving seat, heading to Derby to chase
0:37:44 > 0:37:48a new £10 million contract for boilers.
0:37:48 > 0:37:51I need to stitch it up before anybody else tries
0:37:51 > 0:37:53to nobble it from me, you see?
0:37:53 > 0:37:57It's business. So, keep your cards close to your chest.
0:37:57 > 0:38:00With deals like this, the kids in the call centre don't know
0:38:00 > 0:38:03that I'm up here trying to get this deal which will employ
0:38:03 > 0:38:06another 50 people, so they've got more people and we're selling,
0:38:06 > 0:38:09and it's buzzing, and you get the enthusiasm back again.
0:38:09 > 0:38:14So, you know, if I do get this deal today, you know, I'll be
0:38:14 > 0:38:18happy and, you know, by the time the kids in the call centre hear
0:38:18 > 0:38:23about it, then, you know, it should enthuse them as well.
0:38:32 > 0:38:35Having run out of sexy pictures to motivate his staff,
0:38:35 > 0:38:39Twe has now declared war on fellow shift manager, Palmer,
0:38:39 > 0:38:43who's been at the call centre for 18 months.
0:38:45 > 0:38:49# War, huh, what is it good for? #
0:38:49 > 0:38:52Erm, well, I hope it's not absolutely nothing,
0:38:52 > 0:38:57cos they put a lot of effort into it and Palmer and Twe have hatched
0:38:57 > 0:39:00this plan to get the shifts competing against each other.
0:39:01 > 0:39:03There's Team Palmer.
0:39:03 > 0:39:04HE LAUGHS
0:39:05 > 0:39:09Twe's shift will battle it out with Palmer's for the most sales
0:39:09 > 0:39:10over the next fortnight.
0:39:10 > 0:39:12HE LAUGHS
0:39:14 > 0:39:18But, you know, what's really fucked up, my body's on Apollo Creed.
0:39:18 > 0:39:21All right, I know I like the sun bed but I'm not that tanned.
0:39:21 > 0:39:22I've got an afro.
0:39:24 > 0:39:27Your shift needs you, mate. That's all I'm saying.
0:39:27 > 0:39:29Battle of the shifts.
0:39:29 > 0:39:31I'd phone in sick for two weeks if I was you,
0:39:31 > 0:39:34cos this shift is going to whoop your shift.
0:39:34 > 0:39:37At times we looked like we actually hate each other
0:39:37 > 0:39:39but it's all for, you know, to create a bit of banter
0:39:39 > 0:39:41on the sales floor and to keep morale high.
0:39:41 > 0:39:45As Twe walks down the sales floor, it's the first thing he can see.
0:39:45 > 0:39:48Up there, pointing right at him, is my face with a bit of passion in it.
0:39:48 > 0:39:51We work together but there's always that little bit of rivalry.
0:39:51 > 0:39:56I like to be that, just that little bit ahead of him and, erm, and yeah,
0:39:56 > 0:39:59We get on great but there's always going to be that bit of rivalry
0:39:59 > 0:40:00because of the jobs that we're in.
0:40:00 > 0:40:02It's begun.
0:40:02 > 0:40:04- It's fucking on.- It's on, mate. - It's going on, son.
0:40:09 > 0:40:11In Derby, Nev is back in the saddle.
0:40:13 > 0:40:16The boiler contract is all but his.
0:40:18 > 0:40:19How about that?
0:40:21 > 0:40:23Good, nice guys, very nice guys, down to earth,
0:40:23 > 0:40:26want to do business, erm,
0:40:26 > 0:40:30and, er, we can do the business for them.
0:40:30 > 0:40:35It's a vital and timely boost for the call centre's coffers.
0:40:35 > 0:40:38The little buggers screwed me on price.
0:40:39 > 0:40:45Nev may have taken a hit on the price but it's put a new song in his mouth all the same.
0:40:45 > 0:40:49# Standing on your mama's porch
0:40:49 > 0:40:52# You told me that you'd wait for ever
0:40:52 > 0:40:55# Oh, and when I held you in my hands
0:40:55 > 0:40:59# I knew that it was now or never
0:40:59 > 0:41:03# Those were the best days of my life
0:41:05 > 0:41:07# Oh, yeah! #
0:41:07 > 0:41:08Oh, yeah!
0:41:08 > 0:41:12# Back in the summer of '69... #
0:41:12 > 0:41:14Hold on.
0:41:14 > 0:41:18- You drive more aggressive when there's loud music on, oops. - SAT NAV: Turn right in one mile.
0:41:18 > 0:41:21I'll listen to the sat nav instead.
0:41:27 > 0:41:32Wait, have you got your bills handy there?
0:41:32 > 0:41:34Any bills there?
0:41:34 > 0:41:37MOUTHS: She's drunk!
0:41:39 > 0:41:43Johnny has devised a new way to help Gemma sell,
0:41:43 > 0:41:45by putting words in her mouth, literally.
0:41:45 > 0:41:51What would happen is, OK, is that in the next couple of weeks you will receive a new gas card, all right.
0:41:51 > 0:41:54- You just carry on business as usual. - You carry on as business as usual.
0:41:54 > 0:41:57- The one you've got now...- The one you've got now, put it in the bin.
0:41:57 > 0:42:00- It's as simple as that. - OK, and just have this new card...
0:42:00 > 0:42:03- And just carry on business as usual. - ..which will cost you less money. - That's all it is.
0:42:03 > 0:42:06That's all it is, Mrs Walsh.
0:42:06 > 0:42:12The special bond between brother and sister has propelled Gemma up the sales board.
0:42:12 > 0:42:17She's on 19 sales and she's only expected to get 12 this week,
0:42:17 > 0:42:19so she's doing extremely well.
0:42:19 > 0:42:22Yeah, so I'll sort that out for you now, Mrs Walsh, then. Yeah?
0:42:22 > 0:42:27Yeah, so a couple of quick details now we can get that set up for you. OK, Mrs Walsh?
0:42:28 > 0:42:31Words of wisdom...
0:42:31 > 0:42:34Inspirational techniques...
0:42:34 > 0:42:36..and one day she might get as good as me!
0:42:39 > 0:42:41One day...
0:42:48 > 0:42:51It's fight night and the call centre has turned out to watch
0:42:51 > 0:42:55two boys beat the crap out of each other in a ring.
0:42:55 > 0:42:57Their adrenalin's going to be pumping.
0:42:57 > 0:42:59Yeah, for you, for him.
0:42:59 > 0:43:03Walking into that ring, all right. Control it though, yeah.
0:43:04 > 0:43:09Dickie's girlfriend, Naomi, arrives with Paul's girlfriend, Karlie, not far behind.
0:43:09 > 0:43:12Er, to be honest, I'm very, er, nervous,
0:43:12 > 0:43:16erm, cos I don't know what's going to happen but I'm excited at the same time.
0:43:16 > 0:43:18From Fight Club, Paul Williams!
0:43:18 > 0:43:20CHEERING AND APPLAUSE
0:43:20 > 0:43:24The fight for bragging rights will be over three rounds.
0:43:24 > 0:43:27CHEERING AND APPLAUSE
0:43:27 > 0:43:30BELL RINGS
0:43:33 > 0:43:34In the red corner,
0:43:34 > 0:43:39Dickie comes out throwing punches like a man possessed.
0:43:44 > 0:43:46Come on, babe, you can do it!
0:43:50 > 0:43:51BELL RINGS
0:43:51 > 0:43:53Round one to Dickie.
0:43:53 > 0:43:56How are we doing today?
0:43:56 > 0:43:59- Our best.- Troops are doing well? - Yeah.- Good to see.
0:43:59 > 0:44:04Back at the call centre and round one of war is also one-way traffic.
0:44:04 > 0:44:07- Are you telling Dickie how we're doing?- We're having a big day.
0:44:07 > 0:44:10I'm edging it just a little bit.
0:44:10 > 0:44:12We're monitoring it and it seems to be having a good result,
0:44:12 > 0:44:15there's a good buzz on the floor, everyone's buying into it.
0:44:20 > 0:44:22BELL RINGS
0:44:22 > 0:44:24SHOUTS OF ENCOURAGEMENT
0:44:24 > 0:44:26Come on, Paul!
0:44:26 > 0:44:28Round two and, after his frenetic start,
0:44:28 > 0:44:30Dickie is beginning to run out of steam,
0:44:30 > 0:44:33but then Paul lands an illegal punch,
0:44:33 > 0:44:36right in Dickie's crown jewels.
0:44:37 > 0:44:40CROWD BOOS
0:44:46 > 0:44:48BELL RINGS
0:44:48 > 0:44:52Every phone call from here on in could be an appointment on the board.
0:44:52 > 0:44:56At the call centre, things have also swung the other way,
0:44:56 > 0:45:00Twe's come from behind and taken the lead.
0:45:00 > 0:45:03Well done, Lee, you just got that green call as a deal
0:45:03 > 0:45:05and... get another one.
0:45:05 > 0:45:09There's now only two points in it, so it's all to play for today pretty much.
0:45:09 > 0:45:12It is... There's no reason why we won't be neck and neck.
0:45:12 > 0:45:15There's ten minutes left. That's a lifetime in this game.
0:45:15 > 0:45:16BELL RINGS
0:45:17 > 0:45:19It's the final round.
0:45:19 > 0:45:22Both boxers want a knockout punch
0:45:22 > 0:45:24but can barely hold their arms up.
0:45:24 > 0:45:26Go! Don't just stop!
0:45:28 > 0:45:31Close it. Good stuff.
0:45:33 > 0:45:35He's tired!
0:45:35 > 0:45:37Tanya...
0:45:37 > 0:45:38..targets to be hit.
0:45:40 > 0:45:41Don't just stop, Paul.
0:45:46 > 0:45:48BELL RINGS
0:45:48 > 0:45:51Saved by the bell.
0:45:55 > 0:45:57Are you all right?
0:45:57 > 0:46:00Ladies and gentlemen, it's a draw.
0:46:00 > 0:46:02CHEERING AND APPLAUSE
0:46:04 > 0:46:08A draw means bragging rights are shared between shifts
0:46:08 > 0:46:11and both girlfriends can be proud of their men.
0:46:12 > 0:46:14Glad it's over, like.
0:46:15 > 0:46:19My heart is going. Oh, I've got to text his mum.
0:46:19 > 0:46:22I've never seen him actually fight but he did me proud then.
0:46:22 > 0:46:24Don't cry.
0:46:24 > 0:46:26THEY LAUGH
0:46:26 > 0:46:28He did me proud, I'm happy for him.
0:46:28 > 0:46:30Are you OK? Yeah.
0:46:35 > 0:46:37Well done.
0:46:37 > 0:46:41He done good, didn't he? Very well, I'm proud of you.
0:46:45 > 0:46:48At the call centre, the war is over.
0:46:48 > 0:46:52Tomorrow the result will be announced.
0:46:52 > 0:46:55Twe's commitment to the call centre cause has made him
0:46:55 > 0:46:59the manager he is, but it's come at a price.
0:46:59 > 0:47:05I will give it 110% every single day, always the last guy out.
0:47:05 > 0:47:09There's nothing I would change about my life right now, erm,
0:47:09 > 0:47:11apart from, possibly, someone to go home to
0:47:11 > 0:47:13instead of a cold, empty apartment.
0:47:17 > 0:47:21I do get quite, not lonely,
0:47:21 > 0:47:26but, erm, I dunno, I do get quite, not down sometimes,
0:47:26 > 0:47:28but a little bit broody.
0:47:28 > 0:47:3299% of my friends are, are married with kids.
0:47:32 > 0:47:35I mean, everyone I've grown up with, erm, have all got,
0:47:35 > 0:47:39er, marriages now and they've got children and stuff like that.
0:47:39 > 0:47:44I think I'm one of the last ones to get either on that front.
0:47:44 > 0:47:47If I was to meet anyone in the future they'd have to be
0:47:47 > 0:47:51married to the job as well as I am, I suppose.
0:47:52 > 0:47:55So it's that Catch 22 situation of how do you,
0:47:55 > 0:47:58how do you meet people when you're working weekends
0:47:58 > 0:48:01and when you're working till 10pm some nights?
0:48:08 > 0:48:13As long as I have a glass of wine, steak and a DVD I'm happy.
0:48:13 > 0:48:15That's what I do every single night.
0:48:27 > 0:48:29Hiya!
0:48:29 > 0:48:32Nev's quest for new business has been victorious.
0:48:32 > 0:48:37Unlike Twe and Palmer's war, which has ended in a stalemate.
0:48:37 > 0:48:40We're not having a draw, right.
0:48:40 > 0:48:43There's winners and there's losers and that's it.
0:48:44 > 0:48:46Nev has called a duel.
0:48:46 > 0:48:49We're going to find out who is the winner
0:48:49 > 0:48:52and the loser in a head-to-head right now.
0:48:54 > 0:48:59OK, this is called Russian Roulette with eggs.
0:48:59 > 0:49:02Yay!
0:49:02 > 0:49:05We might have the odd one or two eggs that have not been hard boiled.
0:49:05 > 0:49:07Some of them have been hard boiled.
0:49:07 > 0:49:10Hold on, I've got to stay in work till nine o'clock tonight.
0:49:10 > 0:49:12- Correct.- Top off.
0:49:12 > 0:49:15You started it, we'll finish it.
0:49:15 > 0:49:18You're going to smash an egg over his head.
0:49:18 > 0:49:20Come on, let's get on with it.
0:49:21 > 0:49:24- Ready?- Go, go, go.
0:49:24 > 0:49:27CHEERING
0:49:27 > 0:49:30One-nil, one-nil.
0:49:30 > 0:49:32That's one-nil, one-nil.
0:49:34 > 0:49:35CHEERING
0:49:35 > 0:49:37One-all.
0:49:37 > 0:49:40Yeah, two-one, two-one.
0:49:40 > 0:49:44No, no, no, no.
0:49:44 > 0:49:46That was hard-boiled. Hard-boiled.
0:49:46 > 0:49:47Put it in there. Put it there.
0:49:47 > 0:49:50CHEERING
0:49:52 > 0:49:54No, no, hard-boiled.
0:50:01 > 0:50:03CHEERING
0:50:05 > 0:50:06Yeah!
0:50:08 > 0:50:12Come on, no, no, no. Stop, stop, stop, stop.
0:50:12 > 0:50:16Can we just clear this mess up here because that wasn't really a competition,
0:50:16 > 0:50:17that was just to wind him up.
0:50:17 > 0:50:20CHEERING
0:50:20 > 0:50:25These are protein-only beans just for you to eat.
0:50:25 > 0:50:27You've got a little spoon,
0:50:27 > 0:50:31or alternatively you can always slurp them out of the bucket.
0:50:31 > 0:50:34It's up to you.
0:50:34 > 0:50:36If you don't eat at least half of them, right,
0:50:36 > 0:50:39- if it all goes on the floor, you lose, right.- Right.
0:50:39 > 0:50:41It's a bean-eating contest.
0:50:41 > 0:50:43Are you ready?
0:50:43 > 0:50:46On your marks, get set, go!
0:50:46 > 0:50:48Come on! Come on! Come on!
0:50:58 > 0:51:01Give me the bucket, I got it, I got it.
0:51:01 > 0:51:04Come on Twe. Come on!
0:51:05 > 0:51:06Come on, Twe!
0:51:06 > 0:51:08He did it!
0:51:10 > 0:51:12Yeah!
0:51:12 > 0:51:14CHEERING AND APPLAUSE
0:51:22 > 0:51:27It's victory for Twe, and he's left Palmer with egg on his face.
0:51:27 > 0:51:28Yay!
0:51:28 > 0:51:31Egg and bean juice.
0:51:39 > 0:51:42- Nev.- Twe, what's going on?
0:51:42 > 0:51:45I've just had, erm, a chicken drumstick.
0:51:45 > 0:51:48- You want one of those, did you say? - I'm all right thanks, mate.
0:51:48 > 0:51:50- No, I can't eat on my own, go on. - All right.
0:51:50 > 0:51:54The call centre's mojo is back where it belongs
0:51:54 > 0:51:59and Nev has summoned in his most trusted lieutenant, Twe, for a debrief.
0:51:59 > 0:52:04You've done it. You've inspired the troops, on a time when it could have been a downer.
0:52:04 > 0:52:07- Right.- You inspired the troops.
0:52:07 > 0:52:09- Where's the catch?- I'm well pleased.
0:52:09 > 0:52:10HE LAUGHS
0:52:10 > 0:52:12- I'm going to...- You're joking.
0:52:13 > 0:52:16- Me joking? - I can do ten times more than that.
0:52:16 > 0:52:20- Go and do it. Go and inspire your troops.- I do.- OK.
0:52:20 > 0:52:26And, erm, just be aware that I'm pleased with your work.
0:52:26 > 0:52:28- Ah, thanks, mate, are you serious? - Mmm.
0:52:28 > 0:52:33- There's no joke, you're not winding me up?- No joke.
0:52:33 > 0:52:36- Cheers, Nev.- There's some really good managers here,
0:52:36 > 0:52:37- erm, and I've got you.- Yeah.
0:52:37 > 0:52:39A cut above.
0:52:39 > 0:52:40NEV LAUGHS
0:52:41 > 0:52:44But no, erm, you deserve a pat on the back
0:52:44 > 0:52:47cos, er, erm, you really have been inspirational down there.
0:52:47 > 0:52:50Your paperwork's shit, but you've been inspirational.
0:52:50 > 0:52:53- Yeah. Cheers, Nev.- Mmm.
0:52:53 > 0:52:55Thanks, really nice of you.
0:52:55 > 0:52:58- You going to shake my greasy hands. - Yeah, shake your greasy hands.
0:52:58 > 0:53:00Yeah. I'm pleased.
0:53:00 > 0:53:03Is this where I angle for a pay rise now or shall we talk...
0:53:03 > 0:53:06You must be joking. Get out!
0:53:06 > 0:53:08- Catch you later.- A pay rise?
0:53:09 > 0:53:12Wow, just got a 20 grand pay rise.
0:53:24 > 0:53:27It's just another day at the call centre except today
0:53:27 > 0:53:32is Hollywood Day, a fancy dress fundraiser for a local charity.
0:53:32 > 0:53:35Well, it's read out at every wedding.
0:53:35 > 0:53:38You know, erm, love is patient,
0:53:38 > 0:53:41love is kind, it does not envy, it does not boast
0:53:41 > 0:53:44and these three remain, faith, hope and charity
0:53:44 > 0:53:47and the greatest of which is charity.
0:53:53 > 0:53:56Your arms, right, are so big, right,
0:53:56 > 0:53:59they're interfering.
0:53:59 > 0:54:03Oos! Oos! Oos!
0:54:03 > 0:54:05You're in my way.
0:54:05 > 0:54:06Training you see, Gem, training.
0:54:06 > 0:54:12- Right then, guys, first thing I want to say is welcome to Wonka World. - CHEERING
0:54:12 > 0:54:15Palmer has come as his hero, Willy Wonka,
0:54:15 > 0:54:17and made his entire shift leave their dignity
0:54:17 > 0:54:20at home and dress as Oompa-Loompas.
0:54:20 > 0:54:23Well done, guys, have a good shift.
0:54:23 > 0:54:25Let's go for it. Get the music on.
0:54:25 > 0:54:27I'm Julius Caesar.
0:54:27 > 0:54:30- Cleopatra.- Cleopatra.
0:54:30 > 0:54:34Twe has transformed his sales floor into Gotham City.
0:54:34 > 0:54:38Na, na, na, na, na, na, na, na, Batman!
0:54:38 > 0:54:41I'm happy, I'm actually excited now for the shift.
0:54:41 > 0:54:43Yeah, cape, does it look...
0:54:43 > 0:54:46Ah, shall I write meow on the back?
0:54:46 > 0:54:48I'll leave it. They know I'm a cat, anyway.
0:54:48 > 0:54:50Really quickly, guys...
0:54:50 > 0:54:55And the man himself is dressed as Batman's arch enemy, Bane.
0:54:55 > 0:54:59I'll be coming around to everyone with a bucket, OK.
0:54:59 > 0:55:01I'm putting in 20 quid myself.
0:55:01 > 0:55:04APPLAUSE
0:55:05 > 0:55:10And Nev could only ever come as one Hollywood hero, John Wayne.
0:55:10 > 0:55:11That's a nice horse.
0:55:11 > 0:55:15Showing everyone that when the call centre chips are down,
0:55:15 > 0:55:17there's only one thing he can do.
0:55:19 > 0:55:22Get back on the horse and ride.
0:55:25 > 0:55:27That didn't work.
0:55:29 > 0:55:32- It's all about helping a young girl walk.- Aw.
0:55:32 > 0:55:33Thanks, Hayley.
0:55:35 > 0:55:38Twe and his little romance.
0:55:38 > 0:55:40They love each, they love each other but they hate each other.
0:55:40 > 0:55:44- We were talking about him the other day.- Definitely not love!
0:55:44 > 0:55:47No, there's never been no love, yeah, it's like and hate.
0:55:47 > 0:55:49Maybe she fancies him.
0:56:01 > 0:56:05There's 70 of us all dressed up as Oompa-Loompas.
0:56:05 > 0:56:08You've seen Charlie and the Chocolate Factory.
0:56:14 > 0:56:19Just a very quick courtesy call relating to 5, Cheddar Crescent.
0:56:19 > 0:56:20LINE GOES DEAD
0:56:20 > 0:56:23Hello, Mr Jackson?
0:56:27 > 0:56:31Can I give you one, one saying from Dylan Thomas?
0:56:31 > 0:56:34Those who want to find rest, find boredom,
0:56:34 > 0:56:38those that find work, find rest.
0:56:40 > 0:56:43Subtitles by Red Bee Media Ltd