0:00:02 > 0:00:04Just calling in relation to lowering the cost of your energy bills
0:00:04 > 0:00:09- by finding the right tariff available to you. Are you the bill payer?- 'I certainly am.'
0:00:09 > 0:00:14Nev Wilshire is CEO of Swansea's third-largest call centre.
0:00:14 > 0:00:16Get out! Get out!
0:00:16 > 0:00:20What sums up my management style? Some say I'm barking orders.
0:00:20 > 0:00:24Some say I'm barking mad. Woof! Oh, sorry!
0:00:24 > 0:00:26But there's life in the old dog yet.
0:00:26 > 0:00:30BARKING
0:00:30 > 0:00:33"Not again! Not again!"
0:00:33 > 0:00:37It's an industry that now employs over one million people in the UK,
0:00:37 > 0:00:40with an average age of just 26.
0:00:40 > 0:00:41"Oh, piss off!"
0:00:41 > 0:00:45Call centres are the factories of our time.
0:00:45 > 0:00:48Get these deals, make these calls. That's what I'm talking about.
0:00:48 > 0:00:50I think I just dialled your missus by mistake.
0:00:50 > 0:00:52But times have been tough.
0:00:52 > 0:00:57A few years ago, the Queen had an annus horribilis - a horrible year.
0:00:57 > 0:01:00We've had an annus anus.
0:01:00 > 0:01:02It's been tough.
0:01:02 > 0:01:04- Go on.- Don't yawn!
0:01:04 > 0:01:07More than ever, Nev's relied on his unique approach
0:01:07 > 0:01:10to motivating his young workforce.
0:01:10 > 0:01:14- Oh, Jonny! - Now he's fighting back.
0:01:14 > 0:01:16See, that's what you've got to beat!
0:01:16 > 0:01:18So we're making money again now, yeah? Go to it, then.
0:01:18 > 0:01:21With his loyal troops right behind him.
0:01:21 > 0:01:25Our main challenge in HR is, erm...
0:01:26 > 0:01:29Hey, Jeff! You're looking good.
0:01:29 > 0:01:31I was going to say Nev then, but don't say that!
0:01:31 > 0:01:35- Morale is on the up... - Yes!
0:01:35 > 0:01:39..for this Swansea call centre,
0:01:39 > 0:01:42where victory is only a cold call away.
0:01:42 > 0:01:45Are you not entertained?
0:01:45 > 0:01:48What's it like to be in charge of 600 people? It's an endurance.
0:01:48 > 0:01:52Sometimes it's a marathon. Sometimes you have to sprint to keep up.
0:01:52 > 0:01:56But I love it. Absolutely love it.
0:01:56 > 0:01:59Welcome to Nev's world.
0:02:21 > 0:02:23Digging into my tit.
0:02:23 > 0:02:28- 'Hello?' - Hello, is that Mr Middleton?- 'Yeah.'
0:02:31 > 0:02:34- What are you doing? Piss off! - Will you get me a coffee, please?
0:02:34 > 0:02:38- Read that sign.- "Do not touch." All right, take your hands off me. I'll have a coffee, please.
0:02:38 > 0:02:42- 'Only I, Hayley, know how to fix it.'- All right. Coffee, can I get a coffee, please?
0:02:44 > 0:02:48For call centre CEO Nev Wilshire, running a multimillion pound business means
0:02:48 > 0:02:51keeping his managers focused at all times.
0:02:51 > 0:02:56I'm expecting a big year. The game always changes.
0:02:56 > 0:03:01The goals move all the time. We know it. You know, we've lived it.
0:03:01 > 0:03:05You know, we're making money again now, yeah? We're making money.
0:03:05 > 0:03:09So let's put the wind back into the sails, and get cracking.
0:03:09 > 0:03:14- Yeah.- All right?- OK, yeah. - Go to it, then.- Cheers, Nev!
0:03:17 > 0:03:20- Hello!- How are you?- How art thee?
0:03:20 > 0:03:25On the sales floor, Nev has an equally hands-on approach
0:03:25 > 0:03:28to motivating his workforce.
0:03:31 > 0:03:36- Oh, all right. How new is that? - He kept going. He kept going.
0:03:36 > 0:03:41The nipple test is a good method for evaluating
0:03:41 > 0:03:46the concentration of the call centre agent.
0:03:48 > 0:03:51Cool. Cool as a cucumber.
0:03:51 > 0:03:55I only use it on males. Never use it on females, believe it or not.
0:03:57 > 0:04:01What I highly recommend is that, erm...
0:04:01 > 0:04:07you go onto a price promise tariff, March 2015!
0:04:07 > 0:04:09He wasn't that good, actually.
0:04:09 > 0:04:13I'd have thought somebody of Jon's calibre would have been far better at it.
0:04:13 > 0:04:16Oh, Jon's got huge tits, you know.
0:04:16 > 0:04:19He's got a right pair. I'm surprised he wasn't wearing a bra.
0:04:23 > 0:04:25He might have been wearing a bra, actually.
0:04:27 > 0:04:32After a tough year, it's Nev's first recruitment day for six months.
0:04:32 > 0:04:36Right, shall I just quickly introduce myself? My name's Abii Holley, I work in the HR Department.
0:04:36 > 0:04:40Welcome to Save Britain Money, and thank you for coming on the assessment day.
0:04:40 > 0:04:43With 20 jobs on offer, at £6.50 an hour,
0:04:43 > 0:04:48plus £1.55 attendance bonus and commission, over 100 people applied.
0:04:48 > 0:04:52Abii's job is sorting the wheat from the chaff.
0:04:52 > 0:04:55Our main challenge in HR is, erm...
0:04:57 > 0:05:02I was going to say Nev then. Don't say that! Cut!
0:05:04 > 0:05:08Yeah, I love recruitment. It gives me the opportunity
0:05:08 > 0:05:12to meet some victims and see if they've got what it takes to make it in the call centre.
0:05:12 > 0:05:15HR don't necessarily condone my methods of recruitment.
0:05:15 > 0:05:18But there we are. They're wrong!
0:05:20 > 0:05:25There is the chance that he'll storm in at any point throughout the day in the assessment.
0:05:25 > 0:05:28There we are. We'll be prepared for it.
0:05:28 > 0:05:33But Abii and her colleagues have a plan to keep Nev at a safe distance.
0:05:33 > 0:05:36HR have put a case together to the other directors
0:05:36 > 0:05:38that I should be banned from interviewing.
0:05:38 > 0:05:41I should be banned from the recruitment process.
0:05:43 > 0:05:46I have feelings, you know. Somewhere!
0:05:49 > 0:05:56Nev is keen to negotiate the impasse in a calm and dignified manner.
0:05:56 > 0:05:59There's a HR person, there!
0:05:59 > 0:06:03Come back! Was it something I said?
0:06:06 > 0:06:08She's doubled back.
0:06:13 > 0:06:15I've got a challenge for you!
0:06:17 > 0:06:19I'm faster than her!
0:06:22 > 0:06:24Come back! Come back!
0:06:24 > 0:06:30But despite owning the building, there's one place even the CEO can't go.
0:06:30 > 0:06:33She's just ran into the ladies.
0:06:43 > 0:06:45No!
0:06:45 > 0:06:50Their methods are shite and my methods work.
0:06:50 > 0:06:54Well, to a fashion they will work. But, erm... Yeah.
0:06:54 > 0:06:57And it's more enjoyable doing it my way.
0:06:57 > 0:07:02Having resolved the stand-off, Nev has promised to let Abii
0:07:02 > 0:07:06lead the recruitment day, and that he won't interfere too much.
0:07:07 > 0:07:11- Morning.- Morning. - How are we all?- Not bad.
0:07:14 > 0:07:17They look absolutely average.
0:07:19 > 0:07:21There's a smile and a cheeky grin on that one there.
0:07:21 > 0:07:25That one seems fairly intelligent, but that's the spectacles.
0:07:25 > 0:07:28I don't know whether he's borderline ginger as well.
0:07:29 > 0:07:32I've had a lot of call centre jobs,
0:07:32 > 0:07:37A lot more inbound, so I'm more used to inbound, not outbound,
0:07:37 > 0:07:40so it'll be a bit different, but I'm sure I'll get it.
0:07:42 > 0:07:44Then we've got purple hair.
0:07:45 > 0:07:50I'm jealous, of course. Any hair, I'd be grateful.
0:07:52 > 0:07:54Pubic hair, I'd be grateful.
0:07:56 > 0:07:59I'm feeling like I've got to tone it down a little bit.
0:07:59 > 0:08:01I'm already getting a bit,
0:08:01 > 0:08:05my personality is already bursting out and I'm just, like,
0:08:05 > 0:08:10toning it a bit down, because that's just me, I mean.
0:08:10 > 0:08:12Can't help it.
0:08:12 > 0:08:17And then there's my nan on the end there.
0:08:17 > 0:08:19I think she could probably cook Welsh cakes,
0:08:19 > 0:08:22so there's every chance she's going to get a job.
0:08:22 > 0:08:24- OK.- Thanks, Nev.
0:08:27 > 0:08:29OK, so you've all met Nev.
0:08:29 > 0:08:35- What do you think?- He's all right. - Interesting? Interesting character.
0:08:35 > 0:08:38Basically, all I want you to do is pair up with somebody
0:08:38 > 0:08:40and just ask the questions to each other,
0:08:40 > 0:08:43the questions that are in front of you.
0:08:43 > 0:08:47And then at the end of it, I just want each of you to stand up
0:08:47 > 0:08:50and just introduce the person next to you and tell me a bit about them.
0:08:50 > 0:08:53It's just a way of getting to know each other. All right, guys?
0:08:58 > 0:09:01You've come through to Kieran at Nationwide Energy.
0:09:01 > 0:09:03Did you have the cavity walls insulated?
0:09:03 > 0:09:06'Oh, God, no. I was waiting for a recharge of the bath chair.
0:09:06 > 0:09:11'I was in the bathroom. So it's not you. Oh, God, no.'
0:09:11 > 0:09:12I understand.
0:09:12 > 0:09:15Do you know if the cavity walls have been done at all?
0:09:15 > 0:09:16'No, they haven't, love.
0:09:16 > 0:09:20'I'm sitting here with nothing on, answering your phone. All right?'
0:09:20 > 0:09:21I understand...
0:09:21 > 0:09:23CALL CUTS OFF
0:09:23 > 0:09:25"I'm sitting here with nothing on, answering your phone."
0:09:25 > 0:09:27That's what a woman just said to me.
0:09:31 > 0:09:34One of the call centre's longest serving employees
0:09:34 > 0:09:37is 22-year-old commercial director Phil...
0:09:37 > 0:09:40- So that's the gap analysis on the whole thing, is it?- Yes.
0:09:40 > 0:09:43..whose dad happens to be Nev.
0:09:43 > 0:09:47Phil, number two son. He was living with me from the age of 12
0:09:47 > 0:09:49after the demise of the marriage,
0:09:49 > 0:09:52which would have been lots of years ago now.
0:09:52 > 0:09:54Phil came to live with me.
0:09:54 > 0:09:58So, whilst building the business, I also brought up my son.
0:09:58 > 0:10:04- Mr Grace, how are we, sir? How was your weekend, mate?- Actually, good.
0:10:04 > 0:10:08You woke up next to something or other, I saw on your Facebook?
0:10:08 > 0:10:12Bottle of tomato sauce and a pile of blank CDs.
0:10:12 > 0:10:14A pile of blank CDs and a bottle of tomato sauce.
0:10:14 > 0:10:17- Sounds like a good weekend, mate.- Yeah.
0:10:17 > 0:10:20I know it's easy for me to say, being the boss's son and all that,
0:10:20 > 0:10:21but I love waking up and coming to work.
0:10:21 > 0:10:24I never wake up thinking "Shit, I've got work again."
0:10:27 > 0:10:29- THORPEY:- 'What is Phil's job?'
0:10:37 > 0:10:39HE CONTINUES LAUGHING
0:10:39 > 0:10:40Oh, God.
0:10:40 > 0:10:44How are we getting on, Steph? Cooking on gas?
0:10:44 > 0:10:46You don't mess around.
0:10:46 > 0:10:49'You've got different departments operating on their own initiative.'
0:10:49 > 0:10:52Phil is the glue that holds the departments together
0:10:52 > 0:10:54so that he knows everyone is on the same page
0:10:54 > 0:10:56and not working against each other.
0:10:56 > 0:11:00So Phil's job title is glue.
0:11:00 > 0:11:03There are 166 cups.
0:11:05 > 0:11:09That only took about three and a half hours to do that one.
0:11:09 > 0:11:13We're working on the second one here to come along this side
0:11:13 > 0:11:15so that we'll have pillars of cups.
0:11:17 > 0:11:21He's bound to get the piss taken out of him because he's the boss's son.
0:11:21 > 0:11:26But he started right at the bottom, and he's always worked hard.
0:11:26 > 0:11:30He's covered my back. I can trust him with everything.
0:11:30 > 0:11:34If he robs me, at least it's still in the family.
0:11:34 > 0:11:36I'm on Google.
0:11:36 > 0:11:38I'm not really working, am I?
0:11:53 > 0:11:55I dropped it.
0:11:55 > 0:11:57'Really, there isn't anybody that would come in
0:11:57 > 0:12:01'and have that sort of desire that I've got for the business.'
0:12:01 > 0:12:04It's my future, my livelihood as well.
0:12:04 > 0:12:10So if Nev one day decides to pass it down,
0:12:10 > 0:12:13then, yeah, he needs to know that I'm capable.
0:12:13 > 0:12:16At the moment, I'm only 22,
0:12:16 > 0:12:20so I'm not ready to really run a business of this size.
0:12:21 > 0:12:23To prove his potential,
0:12:23 > 0:12:27Phil's devised a teambuilding initiative to unite the company.
0:12:27 > 0:12:31- I'm here to discuss a table tennis tournament.- Yes.
0:12:31 > 0:12:33- Want to get involved?- Yes, please.
0:12:33 > 0:12:36Hayl, I need to discuss something with you.
0:12:36 > 0:12:39I'm putting a table tennis tournament together.
0:12:39 > 0:12:40- I can't do it.- Why?
0:12:40 > 0:12:46It's outside of work. It's after work, like, that's the hard bit.
0:12:46 > 0:12:48Not really. You could come in before work.
0:12:48 > 0:12:51You like getting out of bed early in the morning.
0:12:51 > 0:12:56- Obviously, that's not me.- I'll jot your name down as a maybe, then.
0:12:56 > 0:12:59Tea lady...question mark.
0:13:00 > 0:13:02Are you any good at table tennis?
0:13:02 > 0:13:05- I am absolutely rubbish, but I'll have a go.- You'll have a go?- Yeah.
0:13:05 > 0:13:08We're going to ask Kerri Butchers next.
0:13:08 > 0:13:12She is my better half, or lesser half, sorry.
0:13:12 > 0:13:15Kerri, I am here to invite you
0:13:15 > 0:13:20to the Phil Wilshire invitational table tennis tournament.
0:13:22 > 0:13:24Have you informed them of what happened
0:13:24 > 0:13:26when I tried to play table tennis with you before?
0:13:26 > 0:13:31- You threw a bat in my face. - I was playing table tennis with her.
0:13:31 > 0:13:33I took a swing, the bat flew out of my hand
0:13:33 > 0:13:36and just missed her head by about six inches.
0:13:38 > 0:13:42- I'm too scared to play table tennis again.- All right.
0:13:42 > 0:13:44'All of Phil's life, he's sort of gone'
0:13:44 > 0:13:46with Nev beating him at everything.
0:13:46 > 0:13:50Because he's getting older, he really wants to take over.
0:13:50 > 0:13:53I think it's always a thing with a lot of people.
0:13:53 > 0:13:55They always want to prove something to Nev
0:13:55 > 0:13:56and prove that they're good enough.
0:13:56 > 0:14:01They always look for approval from him in every aspect, really.
0:14:04 > 0:14:07# You're not very good You're not very good
0:14:07 > 0:14:09# You're not very, you're not very You're not very good! #
0:14:09 > 0:14:11Shit.
0:14:11 > 0:14:14Ping-pong has been a staple diet in the Wilshire household
0:14:14 > 0:14:16since Nev and Phil moved into an empty house
0:14:16 > 0:14:17when Phil was 12.
0:14:17 > 0:14:19Phil came to live with me
0:14:19 > 0:14:22and I'd split up with my long-standing girlfriend
0:14:22 > 0:14:26and she moved out, so we had this big house with no furniture
0:14:26 > 0:14:28because I said, "Anything you want, just take."
0:14:28 > 0:14:30So we had to refurnish.
0:14:30 > 0:14:34And the first piece of furniture we bought was that pool table.
0:14:36 > 0:14:41The second piece of furniture we bought was this table tennis table.
0:14:42 > 0:14:45Then we bought the 60-inch plasma, the reclining chairs
0:14:45 > 0:14:47and a fridge for the beer.
0:14:47 > 0:14:49Game, set and match.
0:14:49 > 0:14:51- Shall we get some work done, Phil? - Yeah.
0:14:54 > 0:14:57The trouble is, as he gets better, I get older.
0:14:58 > 0:15:01I've been saying that for years.
0:15:02 > 0:15:04There we are.
0:15:04 > 0:15:06Thanks, Phil, go and do some work.
0:15:07 > 0:15:12Nev is a lot harder on me than he is on the rest of the staff.
0:15:12 > 0:15:18He expects me to be the best, and to represent him ultimately,
0:15:18 > 0:15:22because I know that carrying the surname around here,
0:15:22 > 0:15:24I need to show to the rest of the staff
0:15:24 > 0:15:28that I'm not just here because of being Nev's son.
0:15:38 > 0:15:41Keeping the call centre well lubricated
0:15:41 > 0:15:43with hot drinks and sweets...
0:15:43 > 0:15:44Hi, is that Mr Balin?
0:15:44 > 0:15:49..is Nev's trusty tea lady, Hayley Pearce.
0:15:49 > 0:15:50Do you want one?
0:15:50 > 0:15:52I'm all right, thank you.
0:15:52 > 0:15:54Hayley is regularly late for work,
0:15:54 > 0:15:57but always finds time to look her best on the sales floor,
0:15:57 > 0:16:01with just a little help from her local tanning salon.
0:16:01 > 0:16:06Oh, my God, I need tan just to even go out the front door, you know.
0:16:06 > 0:16:09I don't feel myself unless I've got it on.
0:16:09 > 0:16:11It's just a fact that if you have a tan
0:16:11 > 0:16:12and you have a glow all the time,
0:16:12 > 0:16:17and then you go back to pale, you look ill, you know what I mean?
0:16:17 > 0:16:21Today, though, Hayley's looking a little off-colour.
0:16:21 > 0:16:22I have a spray tan every week.
0:16:22 > 0:16:25It's very rare that this happens, like, very rare.
0:16:25 > 0:16:27I don't know what the hell has gone wrong,
0:16:27 > 0:16:30but I've got green pits and white armpits.
0:16:32 > 0:16:37So I'm trying to serve tea like this today, so no-one sees.
0:16:37 > 0:16:38So what's wrong with your pits today?
0:16:42 > 0:16:45You're going to rip into me, so get BLEEP.
0:16:45 > 0:16:50- Come on, tell me.- Well, they've just gone green and gone off.
0:16:50 > 0:16:55What has, your tan? What, it's gone green? Doesn't look green.
0:16:55 > 0:17:00- Doesn't look green?- No. Lift it up. No, it doesn't.
0:17:00 > 0:17:02- You're lying to me now. - It just looks white.
0:17:05 > 0:17:07Oh, yeah, it does look green, actually!
0:17:15 > 0:17:18All right, Simon, let me have a look at your pits.
0:17:18 > 0:17:21- Show us your pits.- Look at that. No messing around, that's clean.
0:17:21 > 0:17:27- That's worse.- It's BLEEP gone off. It's wrong. Sean?
0:17:32 > 0:17:35Shocking.
0:17:35 > 0:17:38It happens. Shit happens, doesn't it, Leanne?
0:17:39 > 0:17:41Show us your pits, Dave.
0:17:41 > 0:17:45I'm just showing everyone my pits because they've gone off.
0:17:45 > 0:17:48- So I've decided to show it.- Hairy.
0:17:48 > 0:17:49SHE GASPS
0:17:53 > 0:17:55- Hi.- Hiya.
0:18:03 > 0:18:05It's mid-morning on recruitment day,
0:18:05 > 0:18:08and first to face the communication test is Stuart,
0:18:08 > 0:18:11who's got an NVQ in business administration,
0:18:11 > 0:18:14but has been unemployed for nine months.
0:18:14 > 0:18:20I-I interviewed Matt-Matt...sorry, I do have a stutter. Matthew.
0:18:20 > 0:18:23He spends his time rock climbing.
0:18:23 > 0:18:27He spends time with family and friends. He likes c-cooking.
0:18:27 > 0:18:30He likes paint...balling.
0:18:30 > 0:18:35Stuart's got quite a pronounced stutter,
0:18:35 > 0:18:41which isn't necessarily, um, catastrophic.
0:18:41 > 0:18:44You know, I've employed people before who have got stutters,
0:18:44 > 0:18:50and they have succeeded. But it can be problematic.
0:18:50 > 0:18:53His favourite celebrity is Jean-Claude Van Damme,
0:18:53 > 0:18:58because he's-he's a great fighter and a great inspiration.
0:18:58 > 0:19:01M-my stutter came about when I was about seven years old.
0:19:01 > 0:19:03It has been frustrating.
0:19:03 > 0:19:08If you want to say s-something and you need to say it
0:19:08 > 0:19:11but you can't say it, then it gets annoying, yeah.
0:19:11 > 0:19:15It was quite hard through school, especially through English lessons.
0:19:15 > 0:19:18But I didn't use it as an excuse.
0:19:18 > 0:19:21I just said, "Yeah, I've got a stutter, so what?"
0:19:24 > 0:19:25Come with me.
0:19:28 > 0:19:31Nev can't resist doing this interview himself,
0:19:31 > 0:19:33under the watchful eye of Abii.
0:19:33 > 0:19:35Are you ginger?
0:19:35 > 0:19:40- No. It's auburn.- It's auburn?
0:19:40 > 0:19:43- Yeah.- Definitely not ginger?- No.
0:19:43 > 0:19:47- Because we have a gingerist policy in this place.- Do you now?- Yes, we do.
0:19:47 > 0:19:53- Do you burn a lot in the sun? - Not really.- You don't, OK.
0:19:53 > 0:19:57Because that's always a good litmus test of gingers.
0:19:57 > 0:20:02- They burn in the sun. You're OK, yeah?- Yeah.
0:20:02 > 0:20:05'It's just trying to rein him in now and again to make sure'
0:20:05 > 0:20:09we are being fair and consistent and to make him realise
0:20:09 > 0:20:11that that is quite important,
0:20:11 > 0:20:16and that's part of what HR is about, making sure that the process
0:20:16 > 0:20:20and procedures are followed and that everybody is given a fair chance.
0:20:20 > 0:20:22So, Stu,
0:20:22 > 0:20:26have you ever encountered any problems at work with your stutter?
0:20:26 > 0:20:28Yes.
0:20:28 > 0:20:30When I was working in a catalogue firm,
0:20:30 > 0:20:32I had this customer who said,
0:20:32 > 0:20:36"You've got a stutter. Why are you in the job?"
0:20:36 > 0:20:38And they said, "I want to speak to somebody else".
0:20:38 > 0:20:42And I said, "Even though I've got a stutter, I can do it.
0:20:42 > 0:20:48"And if you want me t-to prove it to you, then I can".
0:20:48 > 0:20:53And the customer relented and I was able to resolve his issue,
0:20:53 > 0:20:57and then he...apologised to me.
0:20:57 > 0:20:59That's good. I think you're going to be all right.
0:20:59 > 0:21:04That's my gut feeling. I think I could give this boy a job.
0:21:06 > 0:21:09- But he does wear glasses. - That's all right.
0:21:09 > 0:21:13- That's OK, we're not being glasses-ists today.- OK, fair enough.
0:21:13 > 0:21:17All right, Stu. I'm reasonably happy.
0:21:17 > 0:21:21Do you want to ask any questions?
0:21:21 > 0:21:24- Shall we ask him a few questions? - I've just asked.
0:21:24 > 0:21:30- Shall we ask him a few more constructive questions?- Like what?
0:21:30 > 0:21:31'I'll take the piss out of anything.
0:21:31 > 0:21:35'It's not that I'm comfortable taking the piss out of Stuart per se.'
0:21:35 > 0:21:41If he sees it as a massive negative and a barrier, he's doomed.
0:21:41 > 0:21:44If he can turn it to being a positive and use it to his advantage,
0:21:44 > 0:21:46people want to help.
0:21:46 > 0:21:47And if you can get to that stage
0:21:47 > 0:21:49where you're rooting for him on the phone,
0:21:49 > 0:21:53the customer at the other end of the phone is wanting him to do well,
0:21:53 > 0:21:55they'll buy off him.
0:21:55 > 0:21:57You've got to turn it into a plus.
0:21:58 > 0:22:00I'm happy.
0:22:00 > 0:22:04I'm a happy boy anyway, you know, I'm always happy.
0:22:04 > 0:22:07- I'm trying to say I'm happy with Stuart.- OK.
0:22:08 > 0:22:12- I would be perfectly prepared to give him a crack.- Thank you.
0:22:12 > 0:22:13- You're a good egg.- Thank you.
0:22:13 > 0:22:15Despite what she was saying about you earlier,
0:22:15 > 0:22:18- I think you're a decent sort of chap. - Thank you very much.
0:22:18 > 0:22:21Get out! Out!
0:22:21 > 0:22:24'I think some people probably believe'
0:22:24 > 0:22:27that people are quite...you know,
0:22:27 > 0:22:30they are quite s-sensitive about it.
0:22:30 > 0:22:33But, I mean, I don't think people should be sensitive about it.
0:22:33 > 0:22:35It's just the way you are,
0:22:35 > 0:22:39and if you're going to let it beat you down,
0:22:39 > 0:22:42then you're going to b-be down.
0:22:42 > 0:22:45So I just...just let it out.
0:22:45 > 0:22:49Yeah, I've employed a ginger with a stutter, yeah.
0:22:49 > 0:22:53I didn't want the fact that he had a stutter
0:22:53 > 0:22:57to impair the decision on giving him a job or not.
0:22:57 > 0:23:00So on this group, that was the only one I interfered with,
0:23:00 > 0:23:02because I wanted to give him a job.
0:23:07 > 0:23:09Down the hall, campaign manager Thorpey
0:23:09 > 0:23:14is interviewing 23-year-old tattoo enthusiast Ursula.
0:23:14 > 0:23:16I like to talk on the phone a lot.
0:23:16 > 0:23:18I like to be a social person.
0:23:18 > 0:23:20You know, friendly. I'm like Marmite.
0:23:20 > 0:23:22You're either going to love me or hate me.
0:23:22 > 0:23:24That's just it.
0:23:25 > 0:23:27Ursula, you are a...
0:23:29 > 0:23:31..a pocket rocket, aren't you?
0:23:31 > 0:23:33You're 100mph.
0:23:35 > 0:23:37Do you really want this job, Ursula?
0:23:37 > 0:23:41- I wouldn't just say want, I need this job.- Why do you need this job?
0:23:41 > 0:23:44Because it's my climbing ladder to success.
0:23:44 > 0:23:48People who just want things, I mean, you could want a crayon,
0:23:48 > 0:23:51you could want a book. Want isn't good enough. Need.
0:23:51 > 0:23:55You work towards need, determination, strive to drive.
0:23:55 > 0:23:59You don't have that, well, you can go into any job,
0:23:59 > 0:24:01but you're going to lack.
0:24:01 > 0:24:04'I love the taste of success.'
0:24:04 > 0:24:07Without success, you're nothing. Without knowledge...
0:24:07 > 0:24:08Knowledge is power.
0:24:08 > 0:24:12Success is power. I strive for success and knowledge.
0:24:12 > 0:24:16Young, mad, tattooed, and sometimes
0:24:16 > 0:24:20it's those most wacky type of people
0:24:20 > 0:24:25who are brilliant at the job and will succeed and will last.
0:24:30 > 0:24:32Good morning. My name is Tamara.
0:24:32 > 0:24:35I'm one of the grants advisers here at Nationwide Energy.
0:24:35 > 0:24:38'Why do you keep calling this number?'
0:24:38 > 0:24:40Er, because it's on the database.
0:24:40 > 0:24:43'Could you remove it from the database?
0:24:43 > 0:24:45'I've said over the last five years
0:24:45 > 0:24:49'that nobody has lived here with that name for the last 25 years.'
0:24:49 > 0:24:50- Oh.- 'I'm getting a bit fed up with this.
0:24:50 > 0:24:52'I've said it numerous times.
0:24:52 > 0:24:54'Now, you have just rung me
0:24:54 > 0:24:58'and my mum is very ill and has been woken up. I've had enough.
0:24:58 > 0:25:01'Don't ring this number any more. Thank you.'
0:25:01 > 0:25:02OK. Bye.
0:25:07 > 0:25:10While Nev is keeping his cold call empire ticking over,
0:25:10 > 0:25:13Phil is trying to prove his management credentials
0:25:13 > 0:25:16by organising a ping-pong extravaganza.
0:25:16 > 0:25:20It's just for morale purposes, to get people involved.
0:25:20 > 0:25:23For instance, Jeff works in accounts,
0:25:23 > 0:25:28so he wouldn't necessarily know Ben Hopkins, who works in customer care.
0:25:28 > 0:25:31So it's a good way for everyone to get to know each other
0:25:31 > 0:25:33and intermingle.
0:25:33 > 0:25:36I'll get to know a few more people so that they don't just see me
0:25:36 > 0:25:39as the guy in the suit that wanders around.
0:25:54 > 0:25:58- We've already dealt with it.- Phil!
0:25:58 > 0:26:01I hold in my hands the Phil Wilshire Invitational Trophy.
0:26:01 > 0:26:02This is the trophy?
0:26:02 > 0:26:05If you've paid for it yourself, this will be all expense spared.
0:26:05 > 0:26:09- I've just broken your pen.- Well, that's just cost us another tuppence.
0:26:09 > 0:26:11This isn't going well for me.
0:26:16 > 0:26:21- It's like Christmas, isn't it? Hell's teeth.- That's the trophy.
0:26:24 > 0:26:27And it's got "The Phil Wilshire Invitational" on it.
0:26:27 > 0:26:28It's good, isn't it?
0:26:28 > 0:26:32If you took the base off, this would weigh nothing.
0:26:32 > 0:26:36- What do you think?- Marvellous.
0:26:36 > 0:26:38Let's start off the tournament.
0:26:41 > 0:26:44The competition's kicking off with a grudge match.
0:26:44 > 0:26:47Thorpey's up against ambitious rival manager Dwayne,
0:26:47 > 0:26:52- who used to play semi-pro cricket. - It matters that I beat Dwayne.
0:26:52 > 0:26:54Massive competition between me and Dwayne,
0:26:54 > 0:26:59so if I lose this game, he'll never let me live it down.
0:27:07 > 0:27:10I'd like Thorpey to win. He's the Ginger Ninja, isn't he?
0:27:10 > 0:27:13Thorpey is going to pip Dwayne because at the end of the day,
0:27:13 > 0:27:15Thorpey rules the roost, so he'll have to win,
0:27:15 > 0:27:20because if Dwayne wins, then he's going to get BLEEP.
0:27:20 > 0:27:24It's the best out of three? So 3-0. No, 2-0, isn't it?
0:27:27 > 0:27:29Is it 3-0 or 2-0?
0:27:29 > 0:27:33- Is it best out of three or first to three?- Best out of three.
0:27:33 > 0:27:39- So it could be 2-1.- Yeah, 2-0. 2-0 to Thorpey.
0:27:49 > 0:27:52Thorpey, good effort.
0:27:54 > 0:27:55Oh, devastated.
0:27:55 > 0:28:00If you keep looking at me like that, smiling, that's it.
0:28:00 > 0:28:01Me and you are done.
0:28:04 > 0:28:05You know why I won?
0:28:05 > 0:28:09Because I was doing it for you guys. He was just doing it for himself.
0:28:10 > 0:28:13I was doing it for the sales floor.
0:28:13 > 0:28:15What an absolute load of bollocks.
0:28:31 > 0:28:36Have the new starters started? I'm sure I saw newbies downstairs.
0:28:36 > 0:28:40- They've been coming up for interviews all day.- I thought so.
0:28:40 > 0:28:44Why can't I see them? I need to see fresh meat.
0:28:44 > 0:28:49Because they've all been, um, out of your league, age-wise.
0:28:52 > 0:28:56The final obstacle for Nev's new recruits to overcome
0:28:56 > 0:28:59is his intensive sales training course.
0:28:59 > 0:29:03My training methods revolve around getting to know the, um,
0:29:03 > 0:29:06the victims by asking them about themselves, their families,
0:29:06 > 0:29:08where they're from.
0:29:08 > 0:29:13I will tell if they're confident or if they're just there for the ride.
0:29:13 > 0:29:16There is always singing involved.
0:29:16 > 0:29:19Every new starter has to sing, whether it's call centre,
0:29:19 > 0:29:21IT or accounts. They've all got to sing.
0:29:21 > 0:29:24And the ones who go for it with great gusto
0:29:24 > 0:29:26are generally the ones that do well.
0:29:26 > 0:29:30Stuart, Ursula and Nev's nan, AKA June,
0:29:30 > 0:29:33are just one performance away from a job on the phones.
0:29:33 > 0:29:35But they'll need to be on their toes.
0:29:35 > 0:29:37Do you know what's the first thing that happens
0:29:37 > 0:29:38when Nev comes in, by the way? No.
0:29:38 > 0:29:40Right, I need to warn you about this now.
0:29:40 > 0:29:43Please do not yawn
0:29:43 > 0:29:46when Nev is talking. OK?
0:29:46 > 0:29:49I'm very serious about that. He doesn't like people yawning.
0:29:49 > 0:29:51That is the reason why I'm always down with my coffee
0:29:51 > 0:29:53first thing in the morning.
0:29:53 > 0:29:56You don't want to be yawning in the morning.
0:29:56 > 0:30:01- Why? What if you really need to yawn?- Just drink something.
0:30:01 > 0:30:03- I can't tell you now. - Drink something?
0:30:03 > 0:30:05I'm warning them against yawning.
0:30:05 > 0:30:11I said, "Have some coffee or tea, and just clench your jaw."
0:30:11 > 0:30:16- Tea or coffee, either will do. - No sugar?- Coffee, one sugar.
0:30:18 > 0:30:19Are we all all right?
0:30:21 > 0:30:25- Are we all up for it today?- Yeah.
0:30:25 > 0:30:30- Are you OK?- I'm fine.- Good! - Marvellous.
0:30:30 > 0:30:33Hi, Ursula. You all right?
0:30:33 > 0:30:34I'm good, thanks. Are you?
0:30:34 > 0:30:37- Why are you looking green? - I always look green.
0:30:37 > 0:30:39Because I'm angry. I'm like a She-Hulk, innit?
0:30:39 > 0:30:40Innit, man.
0:30:40 > 0:30:45Oh, my God. Here we go, it's already begun.
0:30:45 > 0:30:47'I don't want to come off as judgmental',
0:30:47 > 0:30:48do you get me?
0:30:49 > 0:30:54But I will make a comment that he likes to be humorous, but so do I.
0:30:54 > 0:30:56I've got a dark sense of humour, I guess,
0:30:56 > 0:30:58and I can see a bit of a clash already occurring.
0:31:00 > 0:31:02Welcome to Saving Money. Don't yawn!
0:31:02 > 0:31:05I wasn't yawning, I was actually giggling.
0:31:07 > 0:31:08I need things to throw if they yawn.
0:31:11 > 0:31:14Look out, I'm going to throw sweets now.
0:31:17 > 0:31:20- So what's your name, Ursula? - You said my name.
0:31:23 > 0:31:27- And where are you from?- My mother's uterus, initially.- Your mum's what?
0:31:27 > 0:31:33- Uterus.- Uterus?- Yeah. - I didn't ask about that.- Nor did I.
0:31:33 > 0:31:36I was just informing you where I was initially from, you see.
0:31:36 > 0:31:37That's where I was created.
0:31:37 > 0:31:43- But if you're asking place-wise, Bonymaen.- Bonymaen.- Don't judge me.
0:31:43 > 0:31:45No, nothing wrong with Bonymaen...
0:31:45 > 0:31:47that an atomic bomb couldn't put right.
0:31:49 > 0:31:50On your feet.
0:31:52 > 0:31:55You can't sing sat on your arse. You project your voice.
0:31:55 > 0:31:57MUSIC: "One Way Or Another" by One Direction
0:31:57 > 0:32:00# One way or another
0:32:00 > 0:32:01# I'm gonna find you
0:32:01 > 0:32:03# I'm gonna get you, get you, get you, get you
0:32:03 > 0:32:06# One way or another
0:32:06 > 0:32:07# I'm gonna win you
0:32:07 > 0:32:10# I'm gonna get you, get you, get you, get you
0:32:10 > 0:32:12# One way or another
0:32:12 > 0:32:13# I'm gonna see you
0:32:13 > 0:32:15# I'm gonna meet you, meet you, meet you, meet you
0:32:15 > 0:32:17# One way or another
0:32:17 > 0:32:19# I'm gonna meet you
0:32:19 > 0:32:22# I'm gonna meet you I'll meet you... #
0:32:22 > 0:32:24But not everyone is singing to Nev's tune.
0:32:24 > 0:32:28'If I want to cheer up, I'll talk about something exciting,'
0:32:28 > 0:32:30something that will grab my interest and stuff,
0:32:30 > 0:32:33but not jumping around singing One Direction, that's for sure,
0:32:33 > 0:32:35because I'm not a fan of One Direction.
0:32:35 > 0:32:38I'm not 14, man. No, no, no.
0:32:40 > 0:32:44# Na, na, na, na, na... #
0:32:48 > 0:32:50'You know, it's coming off as if I'm dragging my feet,'
0:32:50 > 0:32:55you know, as if I'm really cold and dead and not enjoying it,
0:32:55 > 0:32:57because I genuinely ain't.
0:32:57 > 0:32:59# One way or another! #
0:33:01 > 0:33:05You are struggling like hell. Your body language is all to hell.
0:33:05 > 0:33:09You are so uncomfortable, it's unbelievable.
0:33:10 > 0:33:15Just shrug off all the coolness, all the shit, because we are selling.
0:33:15 > 0:33:19Too cool for school does not sell.
0:33:19 > 0:33:21And if you want to be too cool for school, go get another job,
0:33:21 > 0:33:25because this is not the place for you. I'm telling you.
0:33:25 > 0:33:28Sometimes people treat you like shit.
0:33:28 > 0:33:31It ain't going to work if you try to be cool.
0:33:31 > 0:33:33You've got to be nice to people.
0:33:35 > 0:33:38You think that's a bit of useless information to have, but...
0:33:40 > 0:33:42You missed! Go on.
0:33:45 > 0:33:50Have a sweet. Energise yourself. OK.
0:33:52 > 0:33:55'I didn't mean to yawn, but I can't concentrate for too long'
0:33:55 > 0:34:00if someone's, like, talking way too much, you know.
0:34:00 > 0:34:05Yeah, I can listen to it and I'll absorb some of it in,
0:34:05 > 0:34:06but, I mean, it was just too much.
0:34:06 > 0:34:08If it was short and brief
0:34:08 > 0:34:12and to the point, to the point, to the point,
0:34:12 > 0:34:14not everything so elaborated.
0:34:14 > 0:34:17I'm a bit concerned about Ursula.
0:34:17 > 0:34:21There's something there that isn't quite right.
0:34:22 > 0:34:26Looking at her, you would say that anyway, but realistically,
0:34:26 > 0:34:29there was a vacant expression on her face most of the time.
0:34:31 > 0:34:35It's possibly one project too far, yeah.
0:34:36 > 0:34:40Singing to One Direction was also a project too far for Ursula,
0:34:40 > 0:34:42who didn't return to the call centre.
0:34:56 > 0:34:59- 'Who am I speaking to?' - It's Richard from Nationwide Energy.
0:35:01 > 0:35:06Are you the homeowner of the house that you sleep in most nights?
0:35:06 > 0:35:10- 'Who am I speaking to?'- It's still Richard from Nationwide Energy.
0:35:10 > 0:35:13That's not going to change, sir, during the course of this call.
0:35:19 > 0:35:22In the ping-pong tournament, it's semifinal day.
0:35:22 > 0:35:26Nev's facing 28-year-old Jeff from accounts.
0:35:26 > 0:35:28- Ready?- Come on.
0:35:28 > 0:35:32- Get it on.- Wish me luck, guys. - No, don't wish him luck.
0:35:32 > 0:35:36- Cos you know what happens if he wins. - Oh, P45 time.
0:35:39 > 0:35:41- Go easy on me. - I'm not going to go easy on you.
0:35:47 > 0:35:49'Nev's a natural born winner.'
0:35:49 > 0:35:51He will never settle for second best.
0:35:51 > 0:35:57In business, even at our peak, he was still wanting to achieve more.
0:35:57 > 0:35:59He wants to get going and keep winning,
0:35:59 > 0:36:01whether that's in sport or business.
0:36:01 > 0:36:03He will keep wanting to carry on and winning.
0:36:08 > 0:36:12- Well done, Jeff. - Thank you, Nev.- Good game.
0:36:13 > 0:36:17How do you feel about letting the accounts department down
0:36:17 > 0:36:20and losing to an old man?
0:36:20 > 0:36:24- You're my boss. I want to keep my job.- Oh.
0:36:24 > 0:36:25Get out. Go on, out!
0:36:29 > 0:36:32- Yes.- He's done it!- Get in there.
0:36:32 > 0:36:34Nev usually wins. He does.
0:36:34 > 0:36:39But from Nev being a winner, that sort of passed down to me
0:36:39 > 0:36:42and my brother and my sister, so
0:36:42 > 0:36:46we are a competitive family as well.
0:36:46 > 0:36:48So we want to... We all want to win.
0:36:48 > 0:36:51- Let's get it on, shall we?- Ready? - Yeah, ready to rock.
0:36:51 > 0:36:53To join his dad in the final,
0:36:53 > 0:36:56Phil must overcome sports-mad South African, Dwayne.
0:37:02 > 0:37:05Phil and Nev, there are just so competitive
0:37:05 > 0:37:08and so aggressive with it that, literally,
0:37:08 > 0:37:10they won't speak to each other,
0:37:10 > 0:37:13there's arguments, there's shouting...
0:37:13 > 0:37:15Well, that was crap.
0:37:15 > 0:37:18..but they have to win.
0:37:18 > 0:37:20Even now, if I play cards against Phil,
0:37:20 > 0:37:24if I win, he won't speak to me for about half an hour.
0:37:29 > 0:37:31CHEERING
0:37:31 > 0:37:32APPLAUSE
0:37:35 > 0:37:36With a father-son final looming,
0:37:36 > 0:37:40the ping-pong tournament just got personal.
0:37:40 > 0:37:43This isn't really a boss and subordinate,
0:37:43 > 0:37:48this is father-son, which is the biggest rivalry, really.
0:37:48 > 0:37:52So, yeah, I want to beat him.
0:37:52 > 0:37:55So, let me give you some tips for the final.
0:37:55 > 0:37:58- Yeah.- Don't turn up, right?- Why?
0:37:58 > 0:38:01Cos you're going to get pummelled.
0:38:01 > 0:38:04'Maybe one day he'll be able to take over
0:38:04 > 0:38:06'but at the moment there's life in the old dog yet.'
0:38:08 > 0:38:11If he beats me, I'll be gutted as a fish.
0:38:11 > 0:38:12HE LAUGHS
0:38:22 > 0:38:26- 'Can I ask another question?' - Yeah.- 'Are you a spiritual lady?'
0:38:26 > 0:38:31- Am I a spiritual lady?- 'Yes.' - Well, no, not really.
0:38:31 > 0:38:34- 'You don't believe in God?' - Well... Well...
0:38:35 > 0:38:38I haven't got any beliefs at all, to be honest with you.
0:38:38 > 0:38:42- Do you believe in God?- 'I do. And I know that he believes in you.'
0:38:42 > 0:38:44He does, does he?
0:38:44 > 0:38:48'He does and I know that he would love to have a relationship
0:38:48 > 0:38:52'with you and for you to enjoy a relationship with him.'
0:38:53 > 0:38:58Having been whittled down from over 100 hopefuls, eight of Nev's
0:38:58 > 0:39:02new recruits are about to hit the phones for their first shift.
0:39:02 > 0:39:04CHEERING AND APPLAUSE
0:39:12 > 0:39:15I'm sure it's a bit daunting for them but I'm sure they'll
0:39:15 > 0:39:18find their feet by next week as they don't know many people yet
0:39:18 > 0:39:21and they haven't really got to know the job and what it's all about and
0:39:21 > 0:39:25obviously everything is a bit crazy compared to them for now, so...
0:39:27 > 0:39:29Nervous?
0:39:29 > 0:39:32Need just to get through it.
0:39:32 > 0:39:38That's my... That's what... That's what I'm more concerned about,
0:39:38 > 0:39:40just getting the first call out the way.
0:39:43 > 0:39:44Hello?
0:39:44 > 0:39:47Hi, guys. Hi, newbies. How are you all doing?
0:39:47 > 0:39:50Has anyone told you the signs?
0:39:50 > 0:39:53So when you're on the phones, you don't have to speak.
0:39:53 > 0:39:58Yeah, there we are. Tea, squash and coffee.
0:40:01 > 0:40:04Do you want anything, guys? Yeah? Do you want sugar?
0:40:06 > 0:40:10- Hello, there. Is that Mr Phillips?- 'Mrs Phillips.'
0:40:10 > 0:40:13Oh, Mrs Phillips. Hello there. Sorry. My name is Stu.
0:40:13 > 0:40:18I'm calling from Nationwide... Energy Services.
0:40:18 > 0:40:23I'm calling you today about our newest grants available to help
0:40:23 > 0:40:25lower your energy bills.
0:40:25 > 0:40:28- Does that sound...? - I'm fine, thank you. OK, bye.
0:40:28 > 0:40:30Right. OK.
0:40:30 > 0:40:31END OF CALL JINGLE
0:40:32 > 0:40:35To become full-time staff, the newbies must hit their sales
0:40:35 > 0:40:38targets over a three-month probation spell.
0:40:38 > 0:40:40Hello there. My name is Stu.
0:40:40 > 0:40:45I'm calling from Nationwide...Energy...Services.
0:40:45 > 0:40:49I'm here to talk to see if we can save you money on your energy bills.
0:40:49 > 0:40:53- 'I'm not interested, thank you.'- I'm sorry?
0:40:53 > 0:40:56END OF CALL JINGLE
0:40:56 > 0:41:00While Stuart struggles, June gets off to a flying start.
0:41:00 > 0:41:03The reason I'm calling you today is about the newest grants
0:41:03 > 0:41:07- available that will help lower your energy bills.- 'Oh, yes?'
0:41:07 > 0:41:10And this is up to 100% funding
0:41:10 > 0:41:13so that means you won't have to pay a penny towards it.
0:41:13 > 0:41:17- That's brilliant. Thank you for your time.- 'OK, bye.'
0:41:18 > 0:41:20Guys, well done to June. Give her a bit of a clap.
0:41:20 > 0:41:24She's got two already. Well done.
0:41:24 > 0:41:27- How are you going? - I'm good, June. I'm good.
0:41:27 > 0:41:31- Have you had a call yet?- No, no calls.- Are you on, though, are you?
0:41:31 > 0:41:33- You're logged in? - Connected, yeah, fine, yeah.
0:41:33 > 0:41:36'I've always worked with youngsters, you know. All my life.'
0:41:36 > 0:41:39I've got four children, ten grandchildren.
0:41:39 > 0:41:43I go nightclubbing with one of my granddaughters who is 18.
0:41:43 > 0:41:46She buys me jagerbombers.
0:41:46 > 0:41:51Her friends inbox me on Facebook to ask me if I'm out this weekend.
0:41:51 > 0:41:54How old is your boiler, please?
0:41:55 > 0:42:00- DEEP VOICE:- 'I don't know. I'm only 12.'
0:42:00 > 0:42:01Oh, right, OK, no problem.
0:42:02 > 0:42:05People say that I'm good talking to people
0:42:05 > 0:42:08and I like helping people as well so I thought, "Well, even though
0:42:08 > 0:42:10"it's on the phone, I'll get something out of it
0:42:10 > 0:42:13"cos it can cure my stutter."
0:42:13 > 0:42:15That's why I've chosen to
0:42:15 > 0:42:19embark on call centres cos I get a lot of satisfaction out of it.
0:42:19 > 0:42:21I gain a lot of confidence.
0:42:23 > 0:42:25Hello there. Is that Mr Hill?
0:42:25 > 0:42:27After several hours on the phone,
0:42:27 > 0:42:30Stuart's got his stutter under control...
0:42:30 > 0:42:34What it is, we'd be able to get you a much more efficient boiler
0:42:34 > 0:42:36which will make your house a lot more warmer.
0:42:36 > 0:42:39..but is yet to make his first sale.
0:42:39 > 0:42:41- 'No, I'm fine, thank you.'- Oh.
0:42:41 > 0:42:45But you're able to take out the free...
0:42:45 > 0:42:46END OF CALL JINGLE
0:42:46 > 0:42:50'If you're asking me is Stuart going to ultimately stay here?
0:42:50 > 0:42:52'The jury is out at the moment.'
0:42:52 > 0:42:54Everyone in this company is driven by sales.
0:42:54 > 0:42:59If his sales don't get up to a suitable volume within a set
0:42:59 > 0:43:02period of time, then he'll fail his probation.
0:43:02 > 0:43:04Whether he's a really nice guy or not,
0:43:04 > 0:43:07that's really got nothing to do with it,
0:43:07 > 0:43:08unfortunately.
0:43:08 > 0:43:13Hello there. Is that Mr Terry...Sheehan-Crisby.
0:43:15 > 0:43:17'No...?'
0:43:17 > 0:43:19- 'Hello?- Hello there. Is that Mr Abbas?
0:43:19 > 0:43:22'No, it's Mr Abbas's cousin.'
0:43:22 > 0:43:24Stuart is on his final call of the day.
0:43:24 > 0:43:26I'm just going to go through some more...
0:43:26 > 0:43:29I'm just going to go through some questions
0:43:29 > 0:43:31and then we'll be off and running, OK?
0:43:31 > 0:43:32You getting on OK?
0:43:32 > 0:43:35- Give me a high-five.- OK. OK.
0:43:35 > 0:43:40In the dying minutes of the shift, Stuart's bagged his first sale.
0:43:40 > 0:43:42Bear with me just one second.
0:43:42 > 0:43:49I just need to pop you on hold to get my manager. OK?
0:43:49 > 0:43:51Bear with me just one second.
0:43:53 > 0:43:58- Laura? I need... - Brilliant. Well done.
0:43:58 > 0:44:05- Well done.- Thank you very much. - Hello? Thank God.
0:44:09 > 0:44:12- Thank you.- Is that your first sale? - Yeah.- Well done.
0:44:12 > 0:44:14- Thank you very much.- Well done.
0:44:18 > 0:44:22- Awesome. Well done.- Thank you very much.- Great first day, guys.
0:44:22 > 0:44:26Well done to you all. I'll see you Monday. Have a nice weekend. Bye!
0:44:28 > 0:44:33And there's one more person that wants to congratulate Stuart.
0:44:33 > 0:44:37- Stuart.- Hello. How are you doing?- I'm doing all right. How are you doing?
0:44:37 > 0:44:39Not too bad.
0:44:39 > 0:44:42Park your arse, then. Making the place look untidy.
0:44:46 > 0:44:50- How are you doing?- I'm good. I'm good.- That's fantastic.
0:44:50 > 0:44:53- Welcome to this world, Stu. - Thank you.
0:44:53 > 0:44:55Always remember that what you think up here,
0:44:55 > 0:44:56that's what you're going to get.
0:44:56 > 0:44:59The goals you set yourself, that's what you'll achieve.
0:44:59 > 0:45:02I always say, "On the next call, I'm going to get one this time."
0:45:02 > 0:45:04I don't really say...
0:45:04 > 0:45:08- I just carry on.- Yeah, push on,
0:45:08 > 0:45:12slowly by slowly, and it's going to take a few months before you
0:45:12 > 0:45:15get really good at it and then you can start earning the big bucks.
0:45:15 > 0:45:21- Fair enough.- So, has the stutter affected you in any way?- No.
0:45:21 > 0:45:27- I knew it was going to calm down and it has.- Any problems at all?- No.
0:45:27 > 0:45:32- I don't think about it no more. - That's fantastic. Do you know what?
0:45:32 > 0:45:36What you should do now is g-g-g-g-g-g-g-g-get out!
0:45:36 > 0:45:37HE CHUCKLES
0:45:37 > 0:45:44- Fair enough.- Have you gone? Out! Out of my office now!- I'm going out.
0:45:46 > 0:45:50- Bye, Stu.- See you, Nev.- Ta-ra. Thanks for coming.- That's OK.- Bye-bye.
0:45:53 > 0:45:57It was vitally important to address his stutter head on.
0:45:57 > 0:45:59For me, with my management style,
0:45:59 > 0:46:04just take the piss out of it and let him make his own way.
0:46:04 > 0:46:07And he has. In no time at all, he has.
0:46:09 > 0:46:14I am very grateful that he believed in me cos when someone says
0:46:14 > 0:46:18they believe in you, then you are more determined to get that deal.
0:46:18 > 0:46:22It's incredible. I've never worked anywhere like this before.
0:46:22 > 0:46:28It blows me away. I find this is the best speech therapy.
0:46:29 > 0:46:31Really, it is.
0:46:38 > 0:46:42Preparations are under way for the call centre ping-pong final.
0:46:42 > 0:46:46Nev's ordered an extra-shiny table for the big match
0:46:46 > 0:46:50and has tasked Hayley to make sure installation goes smoothly.
0:46:50 > 0:46:54- Why haven't you got a man to help him in?- I have got one there somewhere.
0:46:54 > 0:46:56- He's out there somewhere. - Pussy. Where is he?
0:46:56 > 0:46:58Do you want me to give you a hand as well?
0:46:58 > 0:47:01Well, I'll drop it. They can BLEEP film it.
0:47:01 > 0:47:03There is no way you're going to carry that.
0:47:03 > 0:47:07- Why are you making me do it, then? - Don't BLEEP blame me for this!
0:47:07 > 0:47:08SHE LAUGHS
0:47:10 > 0:47:14Go to the side and I'll get a better look.
0:47:14 > 0:47:15Come on, then.
0:47:15 > 0:47:17SHE LAUGHS
0:47:17 > 0:47:19You grab that side.
0:47:22 > 0:47:25I can't believe you're BLEEP making me do it. Ah!
0:47:30 > 0:47:32There you are. Piece of piss.
0:47:32 > 0:47:34With the final just hours away,
0:47:34 > 0:47:38excitement is spreading across the sales floor.
0:47:38 > 0:47:41- Nev and Phil, father and son... - Oh.- ..bonding.
0:47:41 > 0:47:46- Who do you think's going to win? - Don't know. I haven't seen... Hello?
0:47:47 > 0:47:51I've seen them both play and they are both good
0:47:51 > 0:47:54but I know Nev is not going to let Phil, his son or not,
0:47:54 > 0:47:57I know he's not going to let him win, is he?
0:47:57 > 0:48:00- You fancy... You fancy Phil, then, do you?- I think Phil will win it.
0:48:00 > 0:48:04- Tenner?- You want to bet on it, is it? Ten quid?
0:48:04 > 0:48:06- You're on.- Happy days.
0:48:06 > 0:48:09There's loads of things that we do in this company that could be
0:48:09 > 0:48:13perceived as a complete waste of professional time.
0:48:13 > 0:48:18That is what makes this company unique
0:48:18 > 0:48:22and that is most definitely part of its success.
0:48:22 > 0:48:25He's been in work on Saturday.
0:48:25 > 0:48:28He's playing table tennis for about five or six hours.
0:48:28 > 0:48:32If Phil wins, that is all he will talk about for weeks,
0:48:32 > 0:48:34possibly months. Maybe a year.
0:48:36 > 0:48:38To maximise his chances, Phil is asking
0:48:38 > 0:48:42the senior management for tips on his dad's weaknesses.
0:48:42 > 0:48:46I think you need to get in Nev's head. I think you need to.
0:48:46 > 0:48:48You can say, "Old man, what's that?
0:48:48 > 0:48:51"Struggling with that, fitness levels?" Etc.
0:48:51 > 0:48:52"Long way to go yet."
0:48:52 > 0:48:54Small things like that and just try to get into his head.
0:48:54 > 0:48:56And play on the crowd, I would, as well.
0:48:56 > 0:48:58"All these guys coming to see you win
0:48:58 > 0:49:00- "and you're not going to be able to beat your own son?"- Wahey!
0:49:00 > 0:49:03- You know? Just...- I like that.- Yeah.
0:49:03 > 0:49:07- You're embarrassing your family. - And yourself.- I like it. I like it.
0:49:07 > 0:49:12If Nev walks in, for example, say, "Your shirt's a bit tight."
0:49:12 > 0:49:13You know, play on that
0:49:13 > 0:49:15cos he'll be conscious, then, of,
0:49:15 > 0:49:17you know, how he's moving about when it's...
0:49:17 > 0:49:20What about, "Shut up, you ugly bastard?"
0:49:20 > 0:49:24Not as tactful as I would have gone for, but pretty...
0:49:24 > 0:49:27pretty impressive if you come up with that!
0:49:27 > 0:49:29I would say it to him over the phone or from a great distance,
0:49:29 > 0:49:33- but if you want to go down that route...- Talk with an accent?
0:49:33 > 0:49:35Don't talk with accent.
0:49:35 > 0:49:40Why don't you just tell him that your girlfriend's up the duff?
0:49:40 > 0:49:44- That you're having a baby. - Yeah, he won't know what hit him.
0:49:44 > 0:49:48- He'll crap himself for the final. - But what if he has a heart attack?
0:49:49 > 0:49:53It could backfire, then. It won't be AS funny.
0:49:53 > 0:49:55It wouldn't be AS funny, but, yeah, I'd still win
0:49:55 > 0:49:58because he didn't turn up to the final so I'd win by default.
0:49:58 > 0:49:59- Pros and- cons. Pros and cons.
0:50:01 > 0:50:04Let's dazzle him with my kit.
0:50:04 > 0:50:07Now, in here
0:50:07 > 0:50:09is a pair of daps.
0:50:11 > 0:50:14A fast pair of sneakers from the 1980s.
0:50:15 > 0:50:19A tracksuit bottom, Adidas tracksuit bottom from the 1970s.
0:50:19 > 0:50:24This is when I played for Wales under-18s in football.
0:50:24 > 0:50:26It didn't get any better than that. It was downhill from there.
0:50:26 > 0:50:32And a T-shirt which is at least 20 years old, right?
0:50:32 > 0:50:37So this is the stuff that would be worn when I was an athlete.
0:50:40 > 0:50:42Eeh, ah, oh. Ah.
0:50:42 > 0:50:46Oh! I'm nearly in! Oh, look at him.
0:50:47 > 0:50:48I'm even wearing cuff links.
0:50:49 > 0:50:52Yeah, they won't do you any good.
0:50:52 > 0:50:53HE GROWLS
0:50:57 > 0:50:59See? That's what you've got to beat.
0:51:02 > 0:51:07Yeah, he's stuffed, isn't he? I am...
0:51:07 > 0:51:09Am I feeling confident?
0:51:09 > 0:51:12No, I'm just looking forward to a good game.
0:51:12 > 0:51:14After weeks of anticipation,
0:51:14 > 0:51:17it's finally time for the father-son showdown.
0:51:17 > 0:51:19MUSIC: "You're The Best" by Joe Esposito
0:51:19 > 0:51:20# You're the best around
0:51:20 > 0:51:22# Nothing's gonna ever keep you down... #
0:51:22 > 0:51:23CHEERING
0:51:23 > 0:51:25# You're the best around
0:51:25 > 0:51:28# Nothing's gonna ever keep you down. #
0:51:28 > 0:51:31From the outside looking in, it's just a table tennis match
0:51:31 > 0:51:35but I am here to show to Nev that I will, one day,
0:51:35 > 0:51:37be ready to take over.
0:51:37 > 0:51:39MUSIC: "Wild Thing" by The Troggs
0:51:39 > 0:51:40# Wild thing
0:51:41 > 0:51:42# You make my heart sing... #
0:51:45 > 0:51:49Come on! Where is he?
0:51:49 > 0:51:52Has he chickened out? Has he gone?
0:51:52 > 0:51:56Has he gone home? Oh, there he is.
0:51:56 > 0:51:59# Wild thing, I think I love you... #
0:51:59 > 0:52:01You're all kitted up and I'm in a suit.
0:52:01 > 0:52:04# I wanna know for sure
0:52:04 > 0:52:08# So come on, hold me tight. #
0:52:09 > 0:52:11'He does have to prove himself, doesn't he?'
0:52:11 > 0:52:17If I win or lose, does it really matter? You know. But, yeah, it does.
0:52:17 > 0:52:19Yeah, it does.
0:52:21 > 0:52:22Let's get it on.
0:52:22 > 0:52:24- MAN:- Come on! - Come on, Phil.
0:52:27 > 0:52:29CHEERING
0:52:29 > 0:52:31Always going to get the first point.
0:52:32 > 0:52:36With the crowd behind him, Phil makes a strong start...
0:52:36 > 0:52:38- MAN:- Come on, Phil.- You're sacked!
0:52:38 > 0:52:40LAUGHTER
0:52:45 > 0:52:47CHEERING
0:52:50 > 0:52:52Settle down, now.
0:52:52 > 0:52:55..but Nev gradually asserts his authority...
0:53:02 > 0:53:04Yeah!
0:53:04 > 0:53:06..and he bosses the first set with a flourish.
0:53:09 > 0:53:10CHEERING
0:53:11 > 0:53:13Yes!
0:53:13 > 0:53:15CHEERING AND WHISTLING
0:53:19 > 0:53:22THEY CHANT: Phil! Phil! Phil! Phil!
0:53:22 > 0:53:23Phil's not giving up easily
0:53:23 > 0:53:26and starts to land some punches of his own.
0:53:31 > 0:53:33CHEERING
0:53:36 > 0:53:38No pocket money for Phil next week.
0:53:43 > 0:53:47OK. Let's see what you've got.
0:53:53 > 0:53:55Yes!
0:53:57 > 0:53:58Yes!
0:54:00 > 0:54:01Are you not entertained?
0:54:05 > 0:54:08It's two sets to nil to Nev
0:54:08 > 0:54:10but the last one was close.
0:54:12 > 0:54:13It's not over till the fat lady sings.
0:54:13 > 0:54:15You know that anyway, don't you?
0:54:16 > 0:54:19- Come on, baldy.- I beg your pardon?
0:54:19 > 0:54:20CROWD: Oh!
0:54:22 > 0:54:27Nev's one set from victory and Phil's clinging on for dear life.
0:54:29 > 0:54:31CHEERING
0:54:35 > 0:54:37CROWD: Ooh!
0:54:42 > 0:54:43CROWD: Ooh!
0:54:45 > 0:54:47- MAN:- He's coming back!
0:54:47 > 0:54:49Finally...
0:54:50 > 0:54:51CHEERING
0:54:51 > 0:54:54Yes! That's it!
0:54:54 > 0:54:58.it's heartbreak for Phil as Nev shows he's still the daddy.
0:54:58 > 0:55:00Get out! Get out!
0:55:05 > 0:55:06Well done, Phil.
0:55:07 > 0:55:09Even, you know, when Phil was losing,
0:55:09 > 0:55:13everyone got behind them and they were cheering for Phil and not Nev
0:55:13 > 0:55:16so I think that made him feel a lot better that everyone
0:55:16 > 0:55:19was sort of rooting for him and getting behind him for a change.
0:55:19 > 0:55:24So the winner of the Phil Invitational 2013
0:55:24 > 0:55:29goes to Nev but I'm going to get Phil to give the award away.
0:55:29 > 0:55:30Or the trophy, should I say.
0:55:30 > 0:55:32APPLAUSE
0:55:32 > 0:55:35'Not everybody knew who Phil was before the table tennis tournament.'
0:55:35 > 0:55:40Now they all know him. I've seen another side to him.
0:55:40 > 0:55:44A lot more outgoing side. A lot more comfortable and confident side.
0:55:44 > 0:55:47So, if he's in that sort of environment, getting to know
0:55:47 > 0:55:49different people all the time, I can see him
0:55:49 > 0:55:51being a massive asset to the company later on.
0:55:51 > 0:55:53Thank you very much.
0:55:53 > 0:55:56You just can't beat the old man, that's all there is to it.
0:55:56 > 0:56:00Now I've just got to go away and think about where I went wrong now.
0:56:00 > 0:56:03It was your forehand, your backhand, your lob, your smash and your serve.
0:56:03 > 0:56:07- Yeah.- Other than that you were all right.- Thanks.
0:56:07 > 0:56:11I think Phil did an excellent job of organising the ping-pong.
0:56:11 > 0:56:15Despite losing to the old man, the boy done good.
0:56:15 > 0:56:20He put on a show when the call centre morale needed lifting
0:56:20 > 0:56:23and I am really proud of him.
0:56:23 > 0:56:24Just don't tell him that.
0:56:32 > 0:56:34Next time...
0:56:34 > 0:56:35My boobs weigh a stone each.
0:56:35 > 0:56:38..Nev seeks new recruits for his weight-loss club...
0:56:38 > 0:56:41Oi, fat bastards, down here.
0:56:41 > 0:56:44..sales agent George fails to impress...
0:56:44 > 0:56:46I don't know what she said.
0:56:46 > 0:56:50It's 60 quid that you've earned in a fortnight.
0:56:50 > 0:56:52- I think we've come to the end of the road.- OK.
0:56:52 > 0:56:56..and accountant Jeff has to act fast to keep his job.
0:56:56 > 0:56:58CHEERING