0:00:01 > 0:00:04Just a quick call in relation to helping lower the cost of your energy bills
0:00:04 > 0:00:06by finding the right tariff available to you.
0:00:06 > 0:00:09- 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 > 0:00:18What sums up my management style?
0:00:18 > 0:00:22Some say I'm barking orders, some say I'm barking mad...
0:00:22 > 0:00:24WOOF! Oh, sorry.
0:00:24 > 0:00:27..but there's life in the old dog yet.
0:00:27 > 0:00:29YAPPING IN BACKGROUND
0:00:30 > 0:00:33'Not again. Not again.'
0:00:33 > 0:00:36It's an industry that now employs over a million people in the UK,
0:00:36 > 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 > 0:00:50Think I just dialled your missus by mistake, Cutters.
0:00:50 > 0:00:52But times have been tough.
0:00:52 > 0:00:56A few years ago, the Queen had an annus horribilis,
0:00:56 > 0:00:57a horrible year.
0:00:57 > 0:01:02We've had an annus anus - it'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 > 0:01:11Oh, Johnny!
0:01:11 > 0:01:14Now, he's fighting back...
0:01:14 > 0:01:16See, that's what you've got to beat.
0:01:16 > 0:01:18We're making money again now, yeah? Go to it, then.
0:01:18 > 0:01:21..With 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 > 0:01:31..I was going to say Nev then. Don't say that.
0:01:31 > 0:01:37- Morale is on the up...- Yeah! - ..For this Swansea call centre...
0:01:39 > 0:01:42..where victory is only a cold call away.
0:01:42 > 0:01:45Are you not entertained?
0:01:45 > 0:01:47What's it like to be in charge of 600 people?
0:01:47 > 0:01:50It's an endurance. Sometimes it's a marathon,
0:01:50 > 0:01:52sometimes 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.
0:02:13 > 0:02:17It's Monday morning, and for CEO Nev Wilshire,
0:02:17 > 0:02:20running the third-largest call centre in Swansea
0:02:20 > 0:02:24- is a serious business. - Take pride in what you do.
0:02:24 > 0:02:26That sums us up, that, doesn't it?
0:02:26 > 0:02:29His multimillion-pound cold-calling empire
0:02:29 > 0:02:32employs a staff of 600 people.
0:02:34 > 0:02:39But it doesn't stop him from making time for special guests.
0:02:39 > 0:02:41Today, 18-year-old Jordan,
0:02:41 > 0:02:44who's studying for a BTEC in Business Studies,
0:02:44 > 0:02:49is joining the call centre to get some valuable work experience.
0:02:49 > 0:02:51Major power meeting in there, look.
0:02:51 > 0:02:53HE LAUGHS
0:02:53 > 0:02:57So now what you do is you stand out here going like this...
0:03:00 > 0:03:03Go on.
0:03:04 > 0:03:06He's too fast, he's too fast.
0:03:06 > 0:03:09- Slower?- Yeah, you go slower, yeah. - All right.
0:03:09 > 0:03:13Yeah, slow motion, that's it.
0:03:13 > 0:03:15That's better. Much better, yeah.
0:03:15 > 0:03:18- Intimidating, isn't it? - What's intimidating?- For them.
0:03:18 > 0:03:21- To see you going like that?- Yeah.
0:03:21 > 0:03:23No.
0:03:26 > 0:03:29To enable him to get back to running the call centre,
0:03:29 > 0:03:33Nev has a plan to ensure that Jordan's work experience
0:03:33 > 0:03:35is something he'll never forget.
0:03:37 > 0:03:41He's putting him in the care of his maverick top seller Griff,
0:03:41 > 0:03:43and, for prankster boss Nev,
0:03:43 > 0:03:47this presents an opportunity he can't let pass.
0:03:47 > 0:03:50- He thinks he's going to phone some customers.- Ah, here we go.
0:03:50 > 0:03:54- Right?- On the end of the phone is going to be you...
0:03:54 > 0:03:56Ah, right, yeah.
0:03:56 > 0:04:00..So I need you to be Mr Angry, Mr Dopey,
0:04:00 > 0:04:03- Mr Stupid...- Yeah. - ..Father Christmas,
0:04:03 > 0:04:07- and possibly Peter Pan. - Yeah, perfect.
0:04:07 > 0:04:09He's going to think
0:04:09 > 0:04:12he's going to be a highly-trained professional for an afternoon.
0:04:12 > 0:04:16It'll be nice to be an irate customer for a change, won't it?
0:04:16 > 0:04:19- I'm sure you can do that. - I'll give it a whirl.- Go for it.
0:04:23 > 0:04:26The prank call is...is mainly a joke,
0:04:26 > 0:04:29but if we look at it, erm, we will be able to tell his temperament.
0:04:29 > 0:04:33Has Jordan got the ability to bounce back after a bad call?
0:04:33 > 0:04:34Can he put a smile on his face?
0:04:34 > 0:04:38Can he lift his chin up and get ready for the next call?
0:04:38 > 0:04:41Will he make it in the call centre? Well, we'll see,
0:04:41 > 0:04:43because Griff isn't going to take it easy on him.
0:04:43 > 0:04:46This call could go badly wrong.
0:04:46 > 0:04:51Is he likely to end up in tears? I doubt it, but, erm...
0:04:51 > 0:04:54HE CHUCKLES
0:04:54 > 0:04:57..It's not going to be good.
0:04:58 > 0:05:03With the plan in place, it's time for Jordan to join Griff's team.
0:05:03 > 0:05:07Griff, I got fresh meat for the grinder for you.
0:05:07 > 0:05:11I've got to look after this entire team, haven't I, on some level,
0:05:11 > 0:05:14and respect the Cutters talking his nonsense, do you know what I mean?
0:05:14 > 0:05:16It's just one more for the pot, isn't it?
0:05:18 > 0:05:20Jordan, come and sit here, son.
0:05:20 > 0:05:23Grab a chair. Grab a chair, son.
0:05:24 > 0:05:28How are you, Jordan? All right? Nice to see you, yeah?
0:05:28 > 0:05:32First of all, Griff needs to show Jordan how it's done.
0:05:32 > 0:05:35Did you say it's your partner? Yeah?
0:05:35 > 0:05:38Is that a man or a woman? Sorry, I have to ask.
0:05:38 > 0:05:40I've been lumbered with women as well, mate.
0:05:40 > 0:05:43We've drawn the short straw there, but not to worry.
0:05:43 > 0:05:46All my, er, my gay friends are a lot happier than my straight friends,
0:05:46 > 0:05:48let me tell you that.
0:05:48 > 0:05:51Having learnt from the master, it's time for Jordan to be thrown
0:05:51 > 0:05:54to the call-centre lions, the customers.
0:05:54 > 0:05:57Swings and roundabouts, isn't it?
0:05:57 > 0:06:01Griff, log off for me, please, mate. Thorpey wants to see you.
0:06:01 > 0:06:03- Who, Thorpey?- Yeah.
0:06:03 > 0:06:05CHATTER
0:06:05 > 0:06:06No, no, no.
0:06:07 > 0:06:09Just pop into the office, mate, yeah?
0:06:09 > 0:06:11Do you want to have a go at taking a call?
0:06:11 > 0:06:15- Erm, I don't mind, mate, yeah. - Yeah?- Yeah.- Let's have a go, then.
0:06:15 > 0:06:17Jump on there for me, then.
0:06:19 > 0:06:23My tutor said, you know, for me to behave,
0:06:23 > 0:06:25er, and act professional.
0:06:25 > 0:06:29It is a business and this could decide whether, you know, erm,
0:06:29 > 0:06:31they would like to take me on, whether...
0:06:31 > 0:06:33Well, after I finish college.
0:06:33 > 0:06:36So I have to be professional, and she said that.
0:06:36 > 0:06:40She said, you know, there's limits and boundaries. Erm, yeah.
0:06:40 > 0:06:41PHONE RINGS
0:06:41 > 0:06:43Ah, it's ringing now.
0:06:43 > 0:06:46- Cheers.- Seal the deal, yeah?
0:06:46 > 0:06:49- Hello.- Hello, is this Mr Hardy?
0:06:49 > 0:06:53- Yeah.- Er, it's Jordan here from Nationwide Energy Services.
0:06:53 > 0:06:57- I'm calling today, um, about the new...- Who?- ..Grants. Sorry?
0:06:57 > 0:06:59Where you ringing from?
0:06:59 > 0:07:03Er, Nationwide Energy Services, mate. It's Mr Harry Hardy, yeah?
0:07:03 > 0:07:07'Barry Hardy it is, not Harry Hardy, man.'
0:07:07 > 0:07:10- Barry, is it?- What the bloody hell you on about, Harry? Barry Hardy.
0:07:10 > 0:07:13- Ah, yeah sorry, mate. - Barry with a B, like Barry Johnson.
0:07:13 > 0:07:17Yeah, cool. Er, so are you married, mate? Single?
0:07:17 > 0:07:20Am I married? My wife died two weeks ago.
0:07:20 > 0:07:22- Sorry, mate?- Two weeks...
0:07:22 > 0:07:24Two weeks ago she passed.
0:07:24 > 0:07:26You've been married two weeks, you said?
0:07:26 > 0:07:29- My wife died two weeks ago.- Really? Oh, right, sorry to hear that, mate.
0:07:29 > 0:07:32So... Right, there we are, let's go "divorced".
0:07:32 > 0:07:35No, I'm not bloody divorced!
0:07:35 > 0:07:37- 'Oh, you're just single?' - My wife DIED!
0:07:37 > 0:07:39Your wife died, mate?
0:07:39 > 0:07:41BACKGROUND CHATTER
0:07:41 > 0:07:44I can't hear you, mate. So your wife passed away, yeah?
0:07:44 > 0:07:48My wife died two weeks ago. I'm not divorced.
0:07:48 > 0:07:51- I'm sorry to hear...- 'I'm a widow.' - I'm sorry to hear that, mate.
0:07:51 > 0:07:54Erm, there we are. Er, can I have your postcode, please?
0:07:54 > 0:07:57- 'SE6...'- SE6, yeah?
0:07:58 > 0:08:01- ..4PT.- '4TT?'
0:08:01 > 0:08:03PT.
0:08:03 > 0:08:06PT, yeah? As in, you know...
0:08:06 > 0:08:09postman and...tit?
0:08:09 > 0:08:10What?
0:08:10 > 0:08:12DIAL TONE
0:08:12 > 0:08:13Hello?
0:08:14 > 0:08:17Hello?
0:08:17 > 0:08:19He must have just hung up.
0:08:19 > 0:08:22He went to put me on hold. Maybe he pressed the wrong button.
0:08:22 > 0:08:25- How bad can a first call be? - Just move on from there, mate.
0:08:25 > 0:08:27That's what I do. Keep it up. Good effort, mate.
0:08:27 > 0:08:30Cheers, mate. That was mad, that was.
0:08:30 > 0:08:34Oh, it's horrible when you first go on the phone. It's a, it's...
0:08:34 > 0:08:37It's a lot weirder than you'd think, do you know what I mean?
0:08:37 > 0:08:39It's just like you lose control of your mouth, and your brain,
0:08:39 > 0:08:42and you're used to your mouth and your brain working together,
0:08:42 > 0:08:44and all of a sudden you're on the phone
0:08:44 > 0:08:47and your BLEEP mouth stops working and things, do you know what I mean? It's weird.
0:08:47 > 0:08:52It's good, though. It reminds me a little bit of methamphetamine.
0:08:52 > 0:08:54Oh, mate.
0:08:56 > 0:09:00'He was very good on the phone. Very, er, very good for a youngster,
0:09:00 > 0:09:03'an untrained youngster, yeah.'
0:09:03 > 0:09:06Some people are like that. Some people will just have a go,
0:09:06 > 0:09:09and other people will just think, "Oh, I can't do that."
0:09:09 > 0:09:12He's obviously a trier.
0:09:12 > 0:09:15Take my hat off to him.
0:09:21 > 0:09:26It's February, and Valentine's is only days away.
0:09:26 > 0:09:28With an average age of 26,
0:09:28 > 0:09:33the call centre sales floor is awash with hormonal desires,
0:09:33 > 0:09:35and passions are riding high.
0:09:36 > 0:09:39To my right...
0:09:39 > 0:09:42say to one o'clock, one o'clock there...
0:09:43 > 0:09:45..bit of all right, like.
0:09:47 > 0:09:52But, erm, I'm just saying, bit of all right, nice fresh meat.
0:09:52 > 0:09:56Like, obviously you've got to get to know someone's personality
0:09:56 > 0:09:59before you even think they're good-looking properly but, erm...
0:09:59 > 0:10:01THEY LAUGH
0:10:01 > 0:10:04Do you think you'll ever find love in a call centre?
0:10:04 > 0:10:06I don't want to find love in a call centre.
0:10:06 > 0:10:08I want a man with money, like!
0:10:08 > 0:10:11I got money - you want to fall in love with me, Hay?
0:10:11 > 0:10:15Hang on a minute, I could see me and you.
0:10:16 > 0:10:19Yeah... You probably have seen it in your dreams.
0:10:19 > 0:10:21- No, it's the other way round, isn't it?- No. Oh, yeah!
0:10:21 > 0:10:23- You told me the other day... - I did, I did!
0:10:23 > 0:10:25You had a dream about me the other day.
0:10:25 > 0:10:27I dreamt about you the other day, but not in that way.
0:10:27 > 0:10:30Don't BLEEP lie!
0:10:30 > 0:10:34When you close your eyes, you're like that - "Johnny Allen...
0:10:34 > 0:10:36"The big JA...
0:10:36 > 0:10:38"Johnny boy..."
0:10:38 > 0:10:41- Isn't it, Hayle?- Bless you. - Bless my little cotton socks!
0:10:41 > 0:10:43You don't half talk some shit.
0:10:45 > 0:10:46But, like, you know...
0:10:48 > 0:10:50Sorry about that.
0:10:56 > 0:10:59One of Nev's old top sellers, Chickenhead, is paying him
0:10:59 > 0:11:00a surprise visit.
0:11:04 > 0:11:07After spending the last six months on the road as a door-to-door
0:11:07 > 0:11:10energy advisor, he's got a confession to make.
0:11:12 > 0:11:14Chickenhead.
0:11:14 > 0:11:15All right?
0:11:15 > 0:11:17- Yeah, you all right?- Yeah, good.
0:11:17 > 0:11:19- How's life?- Er, not bad.
0:11:19 > 0:11:20How's life in the field?
0:11:20 > 0:11:24Yeah, not, bad. Well, ups and downs, do you know what I mean?
0:11:24 > 0:11:26I'm not asking about your sex life, Chickenhead.
0:11:26 > 0:11:27No!
0:11:27 > 0:11:29Yeah, not bad.
0:11:29 > 0:11:32Thought, yeah, I'd just pop back into the office,
0:11:32 > 0:11:34see if I can come back into the call centre.
0:11:34 > 0:11:37- Really?- You know, it was obviously expected at some point,
0:11:37 > 0:11:38wasn't it, to be honest?
0:11:38 > 0:11:42I knew that and I think you did as well.
0:11:42 > 0:11:43Are you, um... Are you thinking of
0:11:43 > 0:11:46telling me the whole truth and nothing but the truth now?
0:11:46 > 0:11:50Um, no, that is genuinely the truth. That is the truth. There's...
0:11:50 > 0:11:53Whole truth and nothing but the truth, Chickenhead.
0:11:53 > 0:11:56Yeah, um, I lost my licence, driving.
0:11:56 > 0:11:59- There we are, then.- Yeah, that was... That was part of it, but...
0:11:59 > 0:12:01Which makes it very difficult to work in the field
0:12:01 > 0:12:04- when you can't drive.- Yeah. - Unless you want to ride a bike
0:12:04 > 0:12:06and strap a ladder to your cycle helmet.
0:12:06 > 0:12:08How did you manage to lose your licence?
0:12:08 > 0:12:13Ah, went out the night before, um, had a couple hours' kip
0:12:13 > 0:12:16on my mate's sofa, got up early, about half-eight in the morning,
0:12:16 > 0:12:20and I got pulled and, unfortunately, I was still over the limit.
0:12:20 > 0:12:22It is an absolute howler.
0:12:22 > 0:12:26We all make mistakes. I just make... more than the average person.
0:12:26 > 0:12:28- You are way above the average person.- Yeah.
0:12:28 > 0:12:33- So I...- I don't know why, but the word "bellend" is coming into my mind.
0:12:33 > 0:12:36Ah, it's come into my head a few times.
0:12:36 > 0:12:38CHICKENHEAD CHUCKLES
0:12:38 > 0:12:41- Right, get back in the call centre, then.- All right.
0:12:41 > 0:12:45Go and see Jamie and Ben,
0:12:45 > 0:12:47and tell them you're a bellend.
0:12:47 > 0:12:49I put in a request for a pay rise as well,
0:12:49 > 0:12:52so I look forward to hearing from you.
0:12:53 > 0:12:54Second word's "off".
0:12:56 > 0:12:57Boy, oh, boy.
0:13:01 > 0:13:05He really had a phenomenal opportunity there
0:13:05 > 0:13:10to go and be a surveyor, to have an accredited trade,
0:13:10 > 0:13:14and he's just cocked it up mercilessly.
0:13:14 > 0:13:20Um, you know, what a howler - being pulled over for drunk-driving.
0:13:22 > 0:13:24Yeah, you can take a horse to water, you can't make it drink.
0:13:28 > 0:13:32It's a bit like Man United re-signing Ronaldo, really,
0:13:32 > 0:13:35or, like, Man United signing Cantona again, in his prime.
0:13:45 > 0:13:49You know, there are pros and cons to having Chickenhead back, and, um,
0:13:49 > 0:13:52one of the massive pros is that he's an amazing sales agent.
0:13:52 > 0:13:57You know, um, is that down to him having 100% product knowledge,
0:13:57 > 0:14:01or anything like that? No - I think one of the reasons he is so good
0:14:01 > 0:14:06at sales is because when a customer is quite rude to him, he's too thick
0:14:06 > 0:14:07to take it personally,
0:14:07 > 0:14:10and he takes it all in his stride, which is great.
0:14:12 > 0:14:15But the call-centre Cantona is quick to start ruffling feathers
0:14:15 > 0:14:17on the sales floor.
0:14:20 > 0:14:22If you get a deal, you get a cracker.
0:14:25 > 0:14:26Is that Mr Rycroft?
0:14:27 > 0:14:30He gets away with murder.
0:14:32 > 0:14:35Going to take some calls?
0:14:35 > 0:14:37Look at... He's doing it now!
0:14:37 > 0:14:39On his phone!
0:14:42 > 0:14:45No need to be a BLEEP, right? Well...
0:14:45 > 0:14:49There's a massive sign there that states, "No phones,"
0:14:49 > 0:14:51and this one here thinks it's fine.
0:14:52 > 0:14:54Couple of home truths.
0:14:55 > 0:14:59# She's a beautiful girl She's a beautiful girl... #
0:15:06 > 0:15:08- WOMAN SINGING, ON PHONE: - # Hey, how you doin'?
0:15:08 > 0:15:10# Sorry you can't get through
0:15:10 > 0:15:13# Why don't your leave your name and your number?
0:15:13 > 0:15:15# And I'll get back to you. #
0:15:19 > 0:15:23It's only a day since Chickenhead's return to the sales floor
0:15:23 > 0:15:25after losing his driving licence,
0:15:25 > 0:15:28but his disdain for the company mobile phone policy
0:15:28 > 0:15:30has already reached Nev,
0:15:30 > 0:15:32who's decided to take matters into his own hands.
0:15:36 > 0:15:38Chickenhead's meant to be on YOUR team.
0:15:38 > 0:15:40Ah, what's he done?
0:15:40 > 0:15:42He's got his mobile phone with him.
0:15:42 > 0:15:45- What, on the sales floor?- Yeah.
0:15:46 > 0:15:47Where is he?
0:15:47 > 0:15:50Um... Take him in the canteen?
0:15:50 > 0:15:53No, I'm going to do it... I'm going to ask for his phone.
0:15:53 > 0:15:54I, I... Give me your phone.
0:15:54 > 0:15:57What do you want to do? Do you want to bin it?
0:15:57 > 0:15:59Do you want to put it through the shredder?
0:15:59 > 0:16:01You can't destroy his mobile phone!
0:16:03 > 0:16:05Honestly, it cost ten quid in Tesco.
0:16:10 > 0:16:13- Chickenhead.- What's the matter? - Can I have your mobile phone?
0:16:13 > 0:16:15- Why?- Can I have your mobile phone?
0:16:15 > 0:16:16Yeah.
0:16:16 > 0:16:19- Cheers.- Why, what's the matter?
0:16:19 > 0:16:20Where's Twe?
0:16:24 > 0:16:25ALMOST caught it.
0:16:25 > 0:16:28Don't have mobile phones on the floor.
0:16:28 > 0:16:31Lucky it's only a cheap phone, innit, really?
0:16:31 > 0:16:33I'm told it was a tenner. But you can put it back together.
0:16:33 > 0:16:37I know you're going to give me the cash for it anyway, Nev.
0:16:37 > 0:16:41I think he was just trying to, um, make an example of me
0:16:41 > 0:16:44to show that, um, you know...
0:16:44 > 0:16:46I won't get away with it, sort of thing, like, you know what I mean?
0:16:46 > 0:16:50I'll be treated like everyone else, which is fair enough, at the end of the day.
0:16:50 > 0:16:52Lucky it was only a cheap mobile,
0:16:52 > 0:16:54cos he'd have had to buy me a new one.
0:16:54 > 0:16:57Chickenhead never had a father.
0:16:57 > 0:16:59I mean, he must have... Somebody must have been his father,
0:16:59 > 0:17:02but Chickenhead never knew him, so, um...
0:17:02 > 0:17:05Yeah, he hasn't had the fatherly figure to guide him through life
0:17:05 > 0:17:08and clip him around the ear hole a few times
0:17:08 > 0:17:13so he goes in the right direction, so he's pretty much self-taught.
0:17:14 > 0:17:19And, you know, with everything that he's gone through,
0:17:19 > 0:17:21he's done well. You know, he's remarkably good.
0:17:21 > 0:17:26He's a happy chappy, you know? Let's be fair - he's a cheerful guy.
0:17:26 > 0:17:28So...
0:17:28 > 0:17:34You can't help but like Chickenhead, but he could do so much better.
0:17:40 > 0:17:44Jordan is onto the next stage of his work experience.
0:17:44 > 0:17:47Seven... Seven scoops. See, obviously, it's essential,
0:17:47 > 0:17:50- because... - How do you know how many scoops?
0:17:50 > 0:17:53If you put too many in... If I were to put too much caffeine in there,
0:17:53 > 0:17:55- you could actually kill someone. - Really?
0:17:55 > 0:17:58Well, if you put too much caffeine in my urn,
0:17:58 > 0:18:02and give someone a strong coffee, you can actually die
0:18:02 > 0:18:06with a caffeine rush, and that's a fact. That is a fact.
0:18:07 > 0:18:09How do you know how many to put in?
0:18:09 > 0:18:11Well, one... You count, you know?
0:18:11 > 0:18:14Yeah, but, like, how do you know seven's the correct amount?
0:18:14 > 0:18:16Like I said, it takes skill to be a tea lady.
0:18:16 > 0:18:19Are we going left? Oh, it's left-to-right, obviously.
0:18:19 > 0:18:21Yeah, left-to-right.
0:18:21 > 0:18:23Hayley's been the company tea lady for two years.
0:18:23 > 0:18:26Come on! Ha-ha-ha!
0:18:26 > 0:18:30In that time, she's memorised the entire sales floor's drinks orders.
0:18:30 > 0:18:32Now, the trick of it is you need to guess
0:18:32 > 0:18:35just by looking at people what they drink, now, and this is what
0:18:35 > 0:18:38I'm saying, cos that's where the hard bit comes in on this job.
0:18:38 > 0:18:40Signs, guys?
0:18:40 > 0:18:41- I'm all right, thanks.- Signs?
0:18:41 > 0:18:44There's not much milk here, that's why it's strong.
0:18:44 > 0:18:46I'll come back to you in a minute.
0:18:48 > 0:18:50Now, Mark there is very, very fussy...
0:18:50 > 0:18:52I think he's brilliant,
0:18:52 > 0:18:55I honestly didn't think a guy would be good behind that trolley,
0:18:55 > 0:19:00and he's just proved to me that a guy is good behind the trolley,
0:19:00 > 0:19:02and I... Everyone thinks that a tea lady... Well, tea lady -
0:19:02 > 0:19:04tea lady, innit? It's tea LADY.
0:19:04 > 0:19:08And now he's just proved that there can be such things as tea guys.
0:19:08 > 0:19:11- It's been emotional.- It has. - Keep it regular.
0:19:11 > 0:19:13Yeah, cheers, love.
0:19:14 > 0:19:16Hello. Is that Mrs Jackson?
0:19:16 > 0:19:19Is there anybody living in the home receiving any benefits,
0:19:19 > 0:19:21allowances, tax or pension credits?
0:19:21 > 0:19:24- Nothing at all? - 'Not interested, thank you.'
0:19:24 > 0:19:26PHONE CLICKS
0:19:26 > 0:19:28Nor me, love. Nor BLEEP me, love.
0:19:29 > 0:19:33Griff may be one of the company's best-ever sellers,
0:19:33 > 0:19:36but his sarcastic manner has been causing concern.
0:19:36 > 0:19:37PHONE BLEEPS
0:19:37 > 0:19:39'Hello?'
0:19:39 > 0:19:41Hello. Is that Mrs O'Grady?
0:19:41 > 0:19:43'Yeah. Will you please stop phoning me?'
0:19:43 > 0:19:45It's the first time I've ever phoned you, my love.
0:19:45 > 0:19:46What's the matter?
0:19:46 > 0:19:49'I've have bloody five of these people phoning.'
0:19:49 > 0:19:52Ah, it's a pain, innit? How many calls have you had, then?
0:19:52 > 0:19:53'About five or six.'
0:19:53 > 0:19:57Oh, crumbs. Well, now that I've pacified you, quite simply,
0:19:57 > 0:20:00let me just take advantage of that to tell you why I'm ringing...
0:20:00 > 0:20:03Griff's methods are frustrating his team leader, Cutter.
0:20:03 > 0:20:06'I don't even know why you've got my mobile number.'
0:20:06 > 0:20:08You're throwing away chances.
0:20:08 > 0:20:10BLEEP You're losing the plot, son.
0:20:10 > 0:20:12If I was on two deals for the day,
0:20:12 > 0:20:15I wouldn't be messing around on calls with half opportunities.
0:20:16 > 0:20:18Right? Wrong?
0:20:18 > 0:20:20No, that's cos you're a team leader.
0:20:21 > 0:20:23Oh, hello. Is that Mrs Alloway?
0:20:26 > 0:20:29Griff may like to operate close to the bone,
0:20:29 > 0:20:32but he's now come to the attention of the compliance department,
0:20:32 > 0:20:36whose job is to monitor the quality of the agents' calls.
0:20:36 > 0:20:40Well, we've had, um, a complaint come through from a customer.
0:20:40 > 0:20:43In regards to being...
0:20:43 > 0:20:46a call she received and an agent being rude to her,
0:20:46 > 0:20:51making what she describes as personal attacks.
0:20:52 > 0:20:57The actual agent involved in this call is Richard Griffiths,
0:20:57 > 0:21:00so I've found the call, looked through the customer's details,
0:21:00 > 0:21:04found the call, so it's just a case of listening to the call now,
0:21:04 > 0:21:07seeing if what the customer says is true,
0:21:07 > 0:21:10and if it is true, then just going through the relevant procedures.
0:21:10 > 0:21:13- RECORDING: - 'Hello?- Yeah, it's Richard here.
0:21:13 > 0:21:17'I'm the grants advisor for your area for Nationwide Energy.
0:21:17 > 0:21:20'It's just a quick call to see if you qualify for a free boiler
0:21:20 > 0:21:23'under the Affordable Warmth grant scheme, OK?
0:21:23 > 0:21:28- 'Right...- Now, being a doctor, obviously you're grossly overpaid,
0:21:28 > 0:21:31'so I wouldn't imagine you would qualify. Um, is there anybody
0:21:31 > 0:21:34'living in your home receiving any benefits, allowances,
0:21:34 > 0:21:36'tax or pension credits?
0:21:36 > 0:21:39'Not at all. We all work very hard, and I'm on rest days at the moment,
0:21:39 > 0:21:42'and I really am very busy, but thank you for your call, Richard.
0:21:42 > 0:21:44- 'Bye-bye.- Well, there are people who work equally as hard
0:21:44 > 0:21:46'but don't get paid ridiculous amounts of money.'
0:21:47 > 0:21:50It's kind of hard to find words for it, really.
0:21:50 > 0:21:53It's completely out of order, absolutely no need for it.
0:21:53 > 0:21:56It just kind of reinforces all the negative things you hear
0:21:56 > 0:21:59about call centres. It's bad. It is bad.
0:21:59 > 0:22:02It's definitely one of the worst things I've heard.
0:22:05 > 0:22:08The call has alerted senior management, and Thorpey's
0:22:08 > 0:22:11been forced to bring Griff in for an official disciplinary.
0:22:13 > 0:22:17It's a potential gross misconduct case, Rich,
0:22:17 > 0:22:21so I need to let you know that the potential outcome of such
0:22:21 > 0:22:23a disciplinary can lead to dismissal.
0:22:23 > 0:22:25Kieran, I just want to point out
0:22:25 > 0:22:28to you that you are here for support for Rich.
0:22:28 > 0:22:33If you need to call for an adjournment at any time,
0:22:33 > 0:22:34you can do so, OK?
0:22:34 > 0:22:36OK.
0:22:36 > 0:22:39Basically, it's probably best if you just, in your own words,
0:22:39 > 0:22:42take me through what happened on that call, Rich.
0:22:42 > 0:22:44HE EXHALES
0:22:44 > 0:22:47Ah, depends which way you want to look at it, innit? Um...
0:22:49 > 0:22:52The concern I've got is that you think you've done nothing wrong
0:22:52 > 0:22:56- in this call. - No, not entirely. You know...
0:22:56 > 0:23:01I was...possibly slightly rude to this person.
0:23:01 > 0:23:05You know, there's a fine line, isn't there, between trying to
0:23:05 > 0:23:09rescue a customer you know is about to put the phone down,
0:23:09 > 0:23:14you know, and potentially being rude. It's... It's a fine line.
0:23:15 > 0:23:21And, you know, sometimes that shock comment to somebody, yeah,
0:23:21 > 0:23:23can get them to not put the phone down, and think, "What?"
0:23:23 > 0:23:27And then they listen, they re-engage, and get a deal.
0:23:27 > 0:23:31The sales environment has changed from...
0:23:31 > 0:23:35..what it was 20 years ago.
0:23:35 > 0:23:38Things are far more heavily regulated,
0:23:38 > 0:23:39recorded...
0:23:43 > 0:23:48We're governed by bodies. You cannot do stuff like this.
0:23:48 > 0:23:53I'm trying to make you understand that if you do do things like this,
0:23:53 > 0:23:57there are real, serious implications for the organisation.
0:24:01 > 0:24:04When does giving an opinion become rude? You know, it's a fine line,
0:24:04 > 0:24:06innit? A fine line?
0:24:06 > 0:24:08I didn't insult them in any way, you know?
0:24:08 > 0:24:10I didn't call them any names or anything, you know?
0:24:10 > 0:24:14I didn't say, "BLEEP, you BLEEP, BLEEP, BLEEP
0:24:14 > 0:24:16"piece of BLEEP."
0:24:16 > 0:24:17I didn't say none of that.
0:24:17 > 0:24:20I just said, "Oh, you're not going to qualify,
0:24:20 > 0:24:21"cos you're grossly overpaid."
0:24:23 > 0:24:27This customer complaint has left Thorpey with no option
0:24:27 > 0:24:29but to take drastic action.
0:24:29 > 0:24:31Um, I've been suspended.
0:24:33 > 0:24:35What does that mean?
0:24:35 > 0:24:38I don't know. I don't know, but it's on full pay.
0:24:41 > 0:24:42Gutted.
0:24:46 > 0:24:48Is this...? I'm...
0:24:49 > 0:24:52Oh, you're going to come with me...
0:24:52 > 0:24:55so I can't come back on the premises?
0:24:55 > 0:24:59Keep your phone on, and you'll get a call from me on Monday. Keep it on.
0:25:01 > 0:25:04- Do I need to bring this back? - Just give it back to...
0:25:04 > 0:25:07And give it back to me. Cheers, Rich.
0:25:07 > 0:25:10I think it's just a general thing that my attitude's slipped lately.
0:25:10 > 0:25:13You know? Been a few incidents.
0:25:13 > 0:25:15I'm a passionate man, you know?
0:25:15 > 0:25:18Sometimes it spills over in the workplace.
0:25:30 > 0:25:34News that one of his best sellers has been suspended has reached Nev.
0:25:36 > 0:25:40- He's gone again, has he?- Yeah, he's gone. He's, er...out of control.
0:25:40 > 0:25:43We've told him on a number of occasions he has to...
0:25:43 > 0:25:46..er, to keep it down. There's only so much someone can take, Nev,
0:25:46 > 0:25:49and he's got no respect for the team and he's got no respect for me,
0:25:49 > 0:25:53so I've helped him as much as I possibly want to help him, Nev.
0:25:53 > 0:25:56- OK. OK.- All right?
0:25:56 > 0:25:57All right, thanks, Cuts.
0:25:58 > 0:26:00- What's happening, Lor?- I'm OK.
0:26:00 > 0:26:01All right.
0:26:04 > 0:26:06What's the hit squad up to now?
0:26:06 > 0:26:09Well, I've had better days actually, to be honest, Nev.
0:26:09 > 0:26:10Why, what have you done?
0:26:10 > 0:26:12I don't know with Griff. He's suspended,
0:26:12 > 0:26:15and I just don't know where we go with him, I honestly don't.
0:26:15 > 0:26:16He's walked out this time, has he?
0:26:16 > 0:26:18No, I suspended him.
0:26:18 > 0:26:23I've got all the quality department complaining about him,
0:26:23 > 0:26:25sales coordination complaining about him.
0:26:25 > 0:26:28You can put up with that because the support department's...
0:26:28 > 0:26:32It goes from being a laugh and being funny to going too far.
0:26:32 > 0:26:36- Too far.- And, yeah, so if it's gone too far, it's gone too far.
0:26:36 > 0:26:38Cos I... We got to protect Cutters as well,
0:26:38 > 0:26:41and Cutters is going home and he's worrying about it,
0:26:41 > 0:26:44he's stressing, he's coming in in the morning
0:26:44 > 0:26:47and instead of concentrating on his team, all he's thinking about
0:26:47 > 0:26:49is how is he going to handle Griff.
0:26:49 > 0:26:51- OK.- Leave it to me?
0:26:51 > 0:26:53Yeah, leave it to you.
0:26:53 > 0:26:55- Cheers, Nev.- All right, then. - Thanks for that.
0:26:56 > 0:26:59When's his... When's he coming back in for the chat?
0:26:59 > 0:27:00Well, HR'll have a look at it.
0:27:00 > 0:27:04I told him we'll get him in as quickly as possible,
0:27:04 > 0:27:08so at the latest, Monday. If I can pull him in tomorrow,
0:27:08 > 0:27:10all the better, but it'll probably be Monday.
0:27:12 > 0:27:13OK.
0:27:13 > 0:27:16- Cheers, Nev.- Thanks. Ta-ta, Thorpey.
0:27:21 > 0:27:24We're a Griff-less call centre again.
0:27:25 > 0:27:28Griff, when he's got his head on, is, you know, one of the best,
0:27:28 > 0:27:33but, um, he's struggling. He's struggling in himself.
0:27:35 > 0:27:39Nev really likes to look after people, and he'll give everyone
0:27:39 > 0:27:43the benefit of the doubt, up until right at the very end and, you know,
0:27:43 > 0:27:47he knows what's going on, he knows when people are pushing too far.
0:27:47 > 0:27:51We could have sacked Griff any number of times in this place, but
0:27:51 > 0:27:54he's given chance after chance after chance after chance after chance.
0:27:54 > 0:27:58My hands are no longer tied, not that they're really tied,
0:27:58 > 0:27:59because, you know, I like to...
0:27:59 > 0:28:02I want to give Griff his second chance and third chance, but if
0:28:02 > 0:28:08he's now doing things which are impacting on the company,
0:28:08 > 0:28:12then sooner or later, he's going to...
0:28:12 > 0:28:14shoot himself in the foot,
0:28:14 > 0:28:17and it looks like he's blown both feet off at the moment.
0:28:24 > 0:28:27The call centre is gearing up for Valentine's Day.
0:28:33 > 0:28:35I'll be filling up your cups and mugs in a hurry...
0:28:35 > 0:28:37Or maybe don't worry...
0:28:37 > 0:28:40Valentine's has even inspired tea lady Hayley
0:28:40 > 0:28:42to try her hand at poetry.
0:28:43 > 0:28:46I'll be filling up your cups and your mugs in a hurry
0:28:46 > 0:28:48Or maybe don't worry
0:28:48 > 0:28:51Whilst wiggling around my jugs for the...
0:28:52 > 0:28:55For the...
0:28:55 > 0:28:58There's not much you can really rhyme with "worry".
0:29:00 > 0:29:04But not everyone on the sales floor is a fan of the romantic season.
0:29:06 > 0:29:09Chickenhead's more notorious for his no-strings-attached
0:29:09 > 0:29:10approach to love.
0:29:13 > 0:29:14Hello?
0:29:14 > 0:29:18I did used to mess girls around quite a lot.
0:29:18 > 0:29:20It's just, um...
0:29:20 > 0:29:21I'm not...
0:29:21 > 0:29:25I'm not really a big fan of, like, commitment and stuff, because
0:29:25 > 0:29:28I hate spending too much time with one person, cos they do my nut in.
0:29:29 > 0:29:33They just, like, get really obsessive and, you know,
0:29:33 > 0:29:35they want to see you more, and they text and ring you all the time,
0:29:35 > 0:29:38and, "What you doing? Where are you? Who are you with?"
0:29:38 > 0:29:39Do you know what I mean?
0:29:39 > 0:29:42You can't even go for a shit in peace sometimes,
0:29:42 > 0:29:44It just gets a bit too much.
0:29:44 > 0:29:48But recently, Chickenhead's surprised everyone by managing
0:29:48 > 0:29:50to hold down a relationship with Sian,
0:29:50 > 0:29:52one of the call centre's high fliers.
0:29:52 > 0:29:54Hello?
0:29:54 > 0:29:57When I started here on the, like, the training,
0:29:57 > 0:30:00I'm sure in one of the training days, Nev came in,
0:30:00 > 0:30:03or someone came in and, like, kind of warned us about Chickenhead,
0:30:03 > 0:30:07kind of, "Stay away from him," cos he was a bit of a boy and he'll kind of
0:30:07 > 0:30:11try it on with every new starter, every girl new starter, anyway, so...
0:30:11 > 0:30:13But I can see the good in him,
0:30:13 > 0:30:18and I know he... You know, deep down he is a nice boy. Um...
0:30:18 > 0:30:21He is really funny. I know, like, he loves his family.
0:30:21 > 0:30:24He loves his nan. He loves his little girl, Maisie, as well.
0:30:24 > 0:30:27I don't know exactly, cos obviously I met him and he, you know,
0:30:27 > 0:30:31he already had Maisie. I've only met him, um, in the last year or two.
0:30:31 > 0:30:34Um... But, yeah, I think he was just meeting her,
0:30:34 > 0:30:37but, obviously, these things happen, I suppose, and, er, yeah,
0:30:37 > 0:30:41he found out he was the dad to her, so...
0:30:41 > 0:30:43To see him with her, like, is a totally different side
0:30:43 > 0:30:46to him, like. When he's, like, playing with her in the park,
0:30:46 > 0:30:47or taking her out, things like that.
0:30:47 > 0:30:50And I know there is, you know... That's what I hate, cos I can see,
0:30:50 > 0:30:52like, the nice side in him,
0:30:52 > 0:30:54even though he can be a bit of a BLEEP sometimes.
0:30:57 > 0:31:00Although Sian may be able to see the good in him, not everyone is
0:31:00 > 0:31:04so convinced he can make this relationship last.
0:31:04 > 0:31:05"My name's Chickenhead,
0:31:05 > 0:31:08"and I've had more girls in this office than Rachel's had deals."
0:31:08 > 0:31:10THEY LAUGH
0:31:12 > 0:31:13"My name is Chickenhead
0:31:13 > 0:31:15"All I want to do is get in bed."
0:31:15 > 0:31:17Any more to that?
0:31:17 > 0:31:19Hello. Is that Mr or Mrs Callacher?
0:31:20 > 0:31:22Ask him what's the most romantic thing he's done.
0:31:22 > 0:31:25I bet he says washed his... before sex. I bet that's it.
0:31:25 > 0:31:27I'm not a romantic person.
0:31:28 > 0:31:31I think Valentine's is a rip-off, to be honest with you.
0:31:31 > 0:31:35Chickenhead comes with a certain, er...
0:31:35 > 0:31:40..history, um, to the relationship, and I think her friends are a little,
0:31:40 > 0:31:43just a little bit scared that she's going to get hurt, etc, so...
0:31:43 > 0:31:46I think there's a lot of love for her, there's a lot of, er,
0:31:46 > 0:31:50people looking out for her on the sales floor, and rightly so.
0:31:56 > 0:31:59Griff is a day into his suspension,
0:31:59 > 0:32:01but Thorpey is still able to keep tabs on him.
0:32:03 > 0:32:09Griff is a... You know, for an older guy, he loves his new technology,
0:32:09 > 0:32:13and he's all over Facebook and Twitter like you wouldn't believe.
0:32:13 > 0:32:17So, just to give you an indication of where...
0:32:17 > 0:32:20..of how dark he feels at the moment -
0:32:20 > 0:32:24"You can't beat the system, but you can let it know
0:32:24 > 0:32:26"it's a pile of BLEEP shit."
0:32:30 > 0:32:32What's that about?
0:32:32 > 0:32:35It's... It's beyond a joke, that is.
0:32:35 > 0:32:38So that's his state of mind at the moment.
0:32:38 > 0:32:42The era of Griff could well be coming to an end,
0:32:42 > 0:32:45but he is a bit of a phoenix,
0:32:45 > 0:32:48and he's burning at the moment.
0:32:53 > 0:32:57Being suspended on full pay means Griff is currently being paid
0:32:57 > 0:32:59to make tea.
0:33:01 > 0:33:02Ah, love it.
0:33:05 > 0:33:07I'm not entirely sure what's going on.
0:33:07 > 0:33:10Um, I was suspended last week.
0:33:10 > 0:33:13One of the terms of my suspension is,
0:33:13 > 0:33:16you're not allowed to have any contact with anybody in work,
0:33:16 > 0:33:19so I messaged Thorpey on Facebook one day to ask something about,
0:33:19 > 0:33:21you know, the situation we're in and he said
0:33:21 > 0:33:24"You shouldn't really be contacting me here,"
0:33:24 > 0:33:27but HR have been ringing me, you know, leaving messages,
0:33:27 > 0:33:29but I haven't phoned them back because I'm not allowed
0:33:29 > 0:33:31to speak to anybody from work,
0:33:31 > 0:33:33so it's an impossible situation to remedy.
0:33:33 > 0:33:37I've been unhappy lately, rather than depressed.
0:33:37 > 0:33:38I've been stressed lately.
0:33:38 > 0:33:41I can only speak for myself, but if I'm happy I can sell.
0:33:41 > 0:33:42If I'm not, I can't.
0:33:42 > 0:33:45Happy people sell. It sounds bollocks, but it's true.
0:33:45 > 0:33:47I don't know about "happy people sell"
0:33:47 > 0:33:50but BLEEP depressed people don't.
0:33:50 > 0:33:53Depressed, oppressed people chained to their desks,
0:33:53 > 0:33:57feeling like if they go for a piss it's going to create an environment,
0:33:57 > 0:34:01if they going to make a cup of tea it's going to cause a row,
0:34:01 > 0:34:06that's not conducive to a happy selling environment, surely?
0:34:06 > 0:34:09Yeah, I'm a nightmare on lots of levels, you know?
0:34:11 > 0:34:13My children's mother will tell you I'm a nightmare,
0:34:13 > 0:34:16do you know what I mean? My mother would tell you I'm a nightmare,
0:34:16 > 0:34:19you know, my friends would say, "He can be a nightmare."
0:34:19 > 0:34:22I'm under no... I'm under no illusions about my faults,
0:34:22 > 0:34:24but I'm constantly dealing with people
0:34:24 > 0:34:25who think they're BLEEP perfect.
0:34:31 > 0:34:33With HR and Griff locked in a stand-off,
0:34:33 > 0:34:36the mood on the sales floor is subdued.
0:34:37 > 0:34:40- So where's Griff?- Where IS Griff?
0:34:40 > 0:34:42Good question, that, yeah. He's, um, I don't know,
0:34:42 > 0:34:44it's been quieter, of course.
0:34:44 > 0:34:47You know, our entertainment value's gone, Lee, hasn't it?
0:34:47 > 0:34:49- It has indeed.- It has, yeah.
0:34:49 > 0:34:52And the compliance department's investigation into Griff
0:34:52 > 0:34:55has uncovered an even more troubling call.
0:34:56 > 0:34:59It's so serious that Thorpey's decided to report it
0:34:59 > 0:35:00directly to the top.
0:35:02 > 0:35:05Thorpey, come in, come in.
0:35:07 > 0:35:09Hello, hello.
0:35:12 > 0:35:15It's just a quick one, Nev, just to see if you had a chance
0:35:15 > 0:35:20to listen to that call of Griff's that I sent up earlier?
0:35:20 > 0:35:23Yeah, I did see it, hang on. I'll listen to it now.
0:35:23 > 0:35:27Um, why, what did you think about it?
0:35:27 > 0:35:29I thought it was particularly bad.
0:35:31 > 0:35:34Strap yourself in now, because it's a bit lively.
0:35:47 > 0:35:51INAUDIBLE RECORDED CONVERSATION
0:35:53 > 0:35:56The customer actually just asks him to take him off our list,
0:35:56 > 0:36:02you know, which we do, no problem. The problem is Griff, he's just...
0:36:02 > 0:36:06Well, he's just shouting at the customer. I'm not having it.
0:36:06 > 0:36:08You can't expose customers to that.
0:36:08 > 0:36:12- No, no.- That's it, I'm not having that.- Not a chance.
0:36:12 > 0:36:15I mean, I've been with new starters this morning.
0:36:15 > 0:36:16I threatened them with their lives
0:36:16 > 0:36:19if they put the phone down on a customer without saying goodbye
0:36:19 > 0:36:21- or, you know, being in any way rude. - Yeah.
0:36:21 > 0:36:23- I'm not having it.- Yeah.
0:36:23 > 0:36:24He's just argued with a customer.
0:36:24 > 0:36:26I mean, he won't talk to me.
0:36:26 > 0:36:30He hasn't rung up HR, as far as I'm aware,
0:36:30 > 0:36:33so do we send him a letter, or...?
0:36:33 > 0:36:35Someone needs to address that with him
0:36:35 > 0:36:37because he can't act like that anyway.
0:36:37 > 0:36:39- I'll ask him to come in.- Yeah.
0:36:42 > 0:36:44That's not on.
0:36:45 > 0:36:49Brilliant, OK, sorry to bring that to you, but, er, cheers, Nev.
0:36:49 > 0:36:51Ta-ta, Thorpey.
0:36:55 > 0:36:57I don't want you listening to the call,
0:36:57 > 0:37:02um, just because in case anything has to go legal on it,
0:37:02 > 0:37:07but Griff seems to have blown a gasket
0:37:07 > 0:37:10and he ends up arguing with a customer. Not having it.
0:37:10 > 0:37:14Not having it, customer's always right.
0:37:15 > 0:37:18You know, whilst he's offering them a free boiler.
0:37:18 > 0:37:20If they don't want a free boiler,
0:37:20 > 0:37:24they don't have to have a free boiler.
0:37:24 > 0:37:28Yeah, I'm really upset, yeah, yeah, really upset.
0:37:29 > 0:37:31Disappointed in the extreme.
0:37:42 > 0:37:46It's the start of the shift, and Sian's come into work alone.
0:37:49 > 0:37:53She's left Chickenhead to find some alternative sleeping arrangements.
0:37:56 > 0:37:57Look at the state of this place.
0:37:57 > 0:37:59What time is it?
0:37:59 > 0:38:00Um, it's time to go to work, mate.
0:38:01 > 0:38:03Oh!
0:38:03 > 0:38:06So come on, get your glad rags ready.
0:38:08 > 0:38:10Did you have a good night last night?
0:38:10 > 0:38:11Yeah.
0:38:11 > 0:38:13Yeah? Couple of beers?
0:38:13 > 0:38:16Glasses of wine.
0:38:16 > 0:38:19THEY LAUGH
0:38:20 > 0:38:23He was out drinking all day.
0:38:23 > 0:38:27I think the football was on because I know how much he loves football
0:38:27 > 0:38:29and I come home, like, quite later on
0:38:29 > 0:38:31and then we had a bit of, well,
0:38:31 > 0:38:35a few arguments and I was just like, "Oh, get a train home."
0:38:35 > 0:38:37So he did, and he stayed at Twe's house.
0:38:38 > 0:38:40My missus kicked me out, didn't she?
0:38:40 > 0:38:42So that's why I stayed here.
0:38:42 > 0:38:45We had a barney, so I caught the train back, didn't I,
0:38:45 > 0:38:49about one o'clock in the morning and I crashed then, didn't I?
0:38:49 > 0:38:51Mmm, got me out of bed at 1am.
0:38:51 > 0:38:53Yeah. We just always argue, like.
0:38:53 > 0:38:56Um, what was it about? Oh, that was it.
0:38:56 > 0:38:58I think she wanted to watch Coronation Street
0:38:58 > 0:39:01and you wanted to watch Deal Or No Deal, something like that.
0:39:01 > 0:39:04No, it's because Swans were playing Man United
0:39:04 > 0:39:05and I went out on the piss
0:39:05 > 0:39:10and she told me to be back at six because she was cooking lasagne.
0:39:10 > 0:39:14But the football didn't kick off till quarter-to-eight.
0:39:14 > 0:39:18No, it was a Sunday game, it was, and, um...
0:39:18 > 0:39:19And he came in on Tuesday.
0:39:19 > 0:39:21I came back late and she came down the pub.
0:39:21 > 0:39:24- Did she come down the pub? - Yeah, she came down the pub.
0:39:24 > 0:39:26Did she have a nice time?
0:39:26 > 0:39:28No, she just came down the pub, kicked off.
0:39:28 > 0:39:31I left most of my pint there
0:39:31 > 0:39:35and, er, just caused a bit of a scene and I went home then.
0:39:35 > 0:39:37She kicked me out.
0:39:40 > 0:39:42You know, I love Sian,
0:39:42 > 0:39:47but she needs to understand that I've loved football longer than her.
0:39:47 > 0:39:49She needs to understand that.
0:39:49 > 0:39:53I think she does, and she gets quite annoyed sometimes.
0:39:53 > 0:39:56I fell in love with football,
0:39:56 > 0:39:58like, 20 years ago, do you know what I mean?
0:39:58 > 0:40:02I've only been in love with her a few months. It's a big difference.
0:40:03 > 0:40:04You know, like, hand on my heart,
0:40:04 > 0:40:07I haven't always been, been faithful to Sian, like,
0:40:07 > 0:40:09do you know what I mean?
0:40:09 > 0:40:13I made a mistake, you know, went out drinking
0:40:13 > 0:40:16and just being an idiot, really, and obviously she didn't deserve that.
0:40:23 > 0:40:26Not in any relationship have I ever been unfaithful,
0:40:26 > 0:40:27not even if I was just meeting someone.
0:40:27 > 0:40:31I've never cheated on anyone because, like, I know how it feels
0:40:31 > 0:40:35and it would hurt someone. I'd never do that to someone, ever.
0:40:35 > 0:40:39So that, that was what, like, annoyed me because I'd never hurt him, so...
0:40:48 > 0:40:51After excelling in the work-experience prank call,
0:40:51 > 0:40:55it's time for Jordan to have some feedback on his performance
0:40:55 > 0:40:57before returning to college.
0:40:57 > 0:40:59Take a seat. How are you finding it, man?
0:40:59 > 0:41:03Er, yeah, well, it was going all right
0:41:03 > 0:41:06until I was put on the dreaded phone.
0:41:06 > 0:41:07That's not your fault.
0:41:07 > 0:41:10No, well, I just, I didn't think I should have been put on
0:41:10 > 0:41:13where it was five in one, do you know what I mean?
0:41:13 > 0:41:16- Did Cutters put you on there, did he?- Yeah. Well, yeah.
0:41:16 > 0:41:17Who was it that you were speaking to?
0:41:17 > 0:41:19Some Hardy guy.
0:41:19 > 0:41:21And what was the story on?
0:41:21 > 0:41:23Do you know, I listened to the call.
0:41:23 > 0:41:25I want your feedback. How do you think it went?
0:41:25 > 0:41:28Well, it would have been all right, I don't know, it just went dead,
0:41:28 > 0:41:31- sort of, the call just went dead. - Did it?- Yeah.
0:41:31 > 0:41:34- Was that one of the first calls you've ever taken?- Yeah.
0:41:34 > 0:41:36- Ever been in a call centre before? - No.
0:41:36 > 0:41:38I just want to tell you, I listened to the call
0:41:38 > 0:41:41and it was absolutely fantastic. First call you've ever taken?
0:41:41 > 0:41:44- Yeah.- Superb.- Really?
0:41:44 > 0:41:48Really, really good. I'm going to drop you into a little secret
0:41:48 > 0:41:50- because nobody else knows yet. - Yeah.
0:41:50 > 0:41:52You were actually talking to Griff.
0:41:52 > 0:41:54I thought so! I knew it was a mess-around, I knew it,
0:41:54 > 0:41:57I knew it because Cutters was laughing. I knew it.
0:42:00 > 0:42:03So, are you tense, or what? You calmed down?
0:42:05 > 0:42:08- Massive credit, bud.- I do work well under pressure, I think, yeah.
0:42:08 > 0:42:11- I think you could do really well. - Feel that sweat on my hand, mate?
0:42:11 > 0:42:14- That's a lot of sweat, man, that's a lot of sweat.- Yeah.
0:42:14 > 0:42:16- You'll do really well, mate. - Thanks.
0:42:16 > 0:42:18- When are you coming on board? - When I leave college, mate.- Yeah.
0:42:18 > 0:42:20- Definitely. - When do you leave college?- May.
0:42:20 > 0:42:23Yeah, you've got a job with me in the call centre.
0:42:23 > 0:42:25Really, mate? Ah, cheers, mate.
0:42:25 > 0:42:28- If you can handle it like that, bud, yeah?- Yeah, cheers.
0:42:28 > 0:42:30- Little bit of training, bit of support.- Yeah.
0:42:30 > 0:42:33All right? Good man.
0:42:33 > 0:42:37Oh, emotions everywhere.
0:42:38 > 0:42:40I'd love to work here.
0:42:40 > 0:42:42Dwayne said, "Yeah, you handled it really well,"
0:42:42 > 0:42:43and that I can have a job
0:42:43 > 0:42:47so I'll, you know, give him a ring, give Nev a ring or Twe a ring
0:42:47 > 0:42:50when I finish college and, er, hopefully start my career here.
0:43:00 > 0:43:04As Jordan looks forward to beginning his career in the call centre,
0:43:04 > 0:43:06it's judgment day for Griff.
0:43:10 > 0:43:12- Nev.- Hey, Griff.
0:43:13 > 0:43:15- What's happening? - You all right?- Not bad.
0:43:16 > 0:43:20Um...right.
0:43:20 > 0:43:27Do you want to come round here and, um...stick those on for a sec?
0:43:36 > 0:43:38INAUDIBLE PHONE CONVERSATION
0:43:40 > 0:43:42Yeah, that's not great.
0:43:42 > 0:43:43Not the best, is it?
0:43:45 > 0:43:49You've been shouting at a customer, Griff.
0:43:49 > 0:43:51But that incident, right, you know,
0:43:51 > 0:43:53what I did can't be defended, really, right?
0:43:53 > 0:43:55I lost my head.
0:43:55 > 0:43:59But that incident was dealt with between me and Cutters immediately.
0:43:59 > 0:44:02He took me straight off the phone and we dealt with that.
0:44:02 > 0:44:05He handled that situation well, you know?
0:44:05 > 0:44:08But that's not a laugh, is it, that's not a laugh and a joke, that?
0:44:08 > 0:44:12- Yeah, no...- That is gross misconduct, shouting at a customer,
0:44:12 > 0:44:15instantly dismissible, right?
0:44:15 > 0:44:18Now, from my side, you know,
0:44:18 > 0:44:20you've done good work down the years,
0:44:20 > 0:44:23you're the longest-serving hand around here,
0:44:23 > 0:44:26you know you can't lose your head.
0:44:27 > 0:44:31But even if somebody screams abuse, you remain polite.
0:44:31 > 0:44:33Yeah, but you know, when they're being all right,
0:44:33 > 0:44:36- they're being all right, aren't they?- He was a nice guy, wasn't he?
0:44:38 > 0:44:41It's just he didn't want it.
0:44:41 > 0:44:43It's your job.
0:44:44 > 0:44:48The only thing I could offer you on that is, you know,
0:44:48 > 0:44:51there's no way you go back in the call centre after that,
0:44:51 > 0:44:56it would be out in the field, self-employed...on a bus.
0:44:58 > 0:45:03Um, yeah, I'll come back to you on that. Like, the weather...warm up a bit first on that front.
0:45:03 > 0:45:07- It is cold.- Yeah, it's getting a bit nippy out there at the moment.
0:45:07 > 0:45:09You can wear woolly socks.
0:45:09 > 0:45:13Yeah, there's only so many pairs of socks you can get in these shoes.
0:45:13 > 0:45:16HR have marked your card.
0:45:17 > 0:45:20- If I was in your shoes, I would... - So I've got the option...
0:45:20 > 0:45:23- ..I would resign. - Jump before I'm pushed, really?
0:45:23 > 0:45:29Correct, jump or be pushed. I mean, it would be your call.
0:45:29 > 0:45:34Yeah, but I'm happy to be pushed as opposed to,
0:45:34 > 0:45:36- to jump, do you know what I mean? - OK.
0:45:36 > 0:45:38I've always said they'll have to drag me out of here
0:45:38 > 0:45:41kicking and screaming, so I'm not going to...
0:45:41 > 0:45:43- not going to resign at this late stage.- All right, Griff.
0:45:43 > 0:45:47I think, yeah, just be more sensible if I was sacked, really,
0:45:47 > 0:45:49a sackable offence, isn't it?
0:45:50 > 0:45:53So would I have to go to the disciplinary, though, to be sacked?
0:45:53 > 0:45:54- No, no, no. - I suppose if I don't turn up,
0:45:54 > 0:45:58- then that's a sackable offence in itself, innit?- Aye.
0:45:58 > 0:46:02- Could ring 'em up, give 'em some sort of sackable abuse.- Yeah.
0:46:02 > 0:46:04That could...that could be the one.
0:46:04 > 0:46:08All right, persevere, determination, perseverance, keep going.
0:46:08 > 0:46:10- Cheers, Nev.- Still love you.
0:46:10 > 0:46:12Be good.
0:46:12 > 0:46:14- Wanker that you are, I still love you.- Be good.
0:46:21 > 0:46:24When you make hundreds of thousands of phone calls to people
0:46:24 > 0:46:28who don't want to hear 'em and get thousands of people abusing you,
0:46:28 > 0:46:31there are going to be times when you're going to react,
0:46:31 > 0:46:33well, I'm going to react.
0:46:33 > 0:46:35And so it's an inevitable conclusion, really, you know.
0:46:35 > 0:46:38I'm just trying to find out who's entitled to a free boiler
0:46:38 > 0:46:41and it's ended like this.
0:46:41 > 0:46:42Bloody disaster, man.
0:46:56 > 0:47:00News of Griff's sacking has quickly spread round the call centre.
0:47:02 > 0:47:07Has he really gone, yeah? Has he really finished here, yeah?
0:47:07 > 0:47:11100%? I'm gutted for him, I'm gutted, like. What can I do?
0:47:13 > 0:47:17I'm not going to say it's not unexpected, you know.
0:47:17 > 0:47:20If he'd spoke to anyone else the way he spoke in front of the team,
0:47:20 > 0:47:24disrespected the team, disrespected me, I'm not surprised.
0:47:24 > 0:47:26It's a business, at the end of the day.
0:47:26 > 0:47:29It's not kindergarten, you know. I wish him all the best for the future
0:47:29 > 0:47:32but he kind of pissed on his chips while he was here, really, didn't he?
0:47:32 > 0:47:34He had the perfect opportunity.
0:47:34 > 0:47:37Nev's given him a second chance, you know, but he hasn't, er,
0:47:37 > 0:47:42obviously taken that chance when it's come...back to the way it was,
0:47:42 > 0:47:44you're going to get treated like that.
0:47:44 > 0:47:48So it is a shame, but it's well overdue.
0:47:55 > 0:47:59# The green, green grass of home... #
0:48:03 > 0:48:05RADIO PLAYS
0:48:05 > 0:48:08The big day's arrived - it's Valentine's.
0:48:08 > 0:48:12# Hair of gold and lips like cherries
0:48:12 > 0:48:19# It's good to touch the green, green grass of home... #
0:48:28 > 0:48:31Sarah. You all right, girl?
0:48:31 > 0:48:34Valentine's is one of Nev's favourite days.
0:48:35 > 0:48:38Put him down, you don't know where he's been.
0:48:38 > 0:48:40And there's nothing he likes more
0:48:40 > 0:48:43than a good poem to celebrate the occasion.
0:48:43 > 0:48:46Have you done your poem yet, Drew? Come on.
0:48:46 > 0:48:48- Not yet, no.- Come on. - I'm going to get on it now.
0:48:48 > 0:48:50Roses are red Violets are blue
0:48:50 > 0:48:53You're really pretty I want to shaft you!
0:48:53 > 0:48:55THEY LAUGH
0:48:56 > 0:48:59We have some office Lotharios Whose love they enjoy to spread
0:48:59 > 0:49:03Not to name anyone But one of them is Chickenhead.
0:49:03 > 0:49:06It's a day since Sian's argument with Chickenhead,
0:49:06 > 0:49:11and news of their falling out has already come to Nev's attention.
0:49:11 > 0:49:14He's spotted a chance to use Valentine's to his advantage.
0:49:14 > 0:49:16Why do I interfere?
0:49:16 > 0:49:21Well, I mean, Alex Ferguson used to like his players to settle down
0:49:21 > 0:49:23and get married. Er, they're more stable,
0:49:23 > 0:49:25they're not out on the pop,
0:49:25 > 0:49:31they're not out late before a game. It stabilises people.
0:49:31 > 0:49:34Sian has been a stabilising influence on Chickenhead.
0:49:34 > 0:49:38I mean, the girl is a complete saint putting up with him.
0:49:39 > 0:49:40Where's Chickenhead?
0:49:42 > 0:49:47Chickenhead, have you written a poem for Valentine's Day?
0:49:47 > 0:49:50- Er, no.- Are you going to write the poem for Sian?
0:49:50 > 0:49:52Um, yeah, I'll have a go.
0:49:52 > 0:49:55Is it, can we delay... can we delay the...?
0:49:55 > 0:49:57No, no, we can't delay the kick-off, kick-off is a set time,
0:49:57 > 0:50:00you've got to go for it, it's got to be heartfelt.
0:50:00 > 0:50:01I've been hammered all weekend,
0:50:01 > 0:50:03so I haven't really had a chance to write one.
0:50:03 > 0:50:05So why have you been hammered all weekend, Chickenhead?
0:50:05 > 0:50:09- What's happened this weekend?- It's your fault, isn't it, Swans-Cardiff.
0:50:09 > 0:50:10Can you pull your finger out?
0:50:10 > 0:50:14- Yeah, I'll have a go writing one. - OK. All right.
0:50:16 > 0:50:20Dylan Thomas said that the world is never the same after a good poem.
0:50:20 > 0:50:23Let's see what he's capable of coming up with.
0:50:23 > 0:50:25It's likely to be funny.
0:50:25 > 0:50:31I don't think it's going to be a sincere poem...yeah.
0:50:36 > 0:50:38Swansea is the birthplace of Dylan Thomas,
0:50:38 > 0:50:41and to pay homage to his favourite poet,
0:50:41 > 0:50:45Nev's assembled the call centre staff for some Valentine's poems.
0:50:48 > 0:50:50Chickenhead is doing as he's been told by Nev,
0:50:50 > 0:50:52he's writing a poem to Sian.
0:50:56 > 0:50:58Whatever comes out of his mouth
0:50:58 > 0:51:02isn't going to be, um, pleasant at the best of times,
0:51:02 > 0:51:05so I can't imagine what his poem's going to be like.
0:51:05 > 0:51:07I think when you do something bad,
0:51:07 > 0:51:10that's when you realise how much you like someone, sort of thing.
0:51:10 > 0:51:13I know it shouldn't come to that, but sometimes that's the way it is.
0:51:15 > 0:51:18The gathering is a chance for Nev to read out some poems
0:51:18 > 0:51:23- written by the call-centre staff. - Ready? Hello, hello.
0:51:23 > 0:51:26Here it goes, Hayley, a poem for Hayley.
0:51:26 > 0:51:28My head is red My lips are blue
0:51:28 > 0:51:30All because I had a coffee from you.
0:51:33 > 0:51:35It wasn't the strength And it wasn't the taste
0:51:35 > 0:51:39It was all because of the smile on your face.
0:51:39 > 0:51:41- ALL:- Ah!
0:51:44 > 0:51:48But one person who has fallen out of love with the call centre is Griff.
0:51:50 > 0:51:52If I knew what I should be doing as a job,
0:51:52 > 0:51:55I wouldn't be 44 years of age working in a call centre,
0:51:55 > 0:51:56would I, do you know what I mean?
0:51:56 > 0:51:59It's just that thing, isn't it, what do you be when you grow up?
0:51:59 > 0:52:04But realistically, I don't know, I'll go to some other dead-end job
0:52:04 > 0:52:06and waste the rest of my life doing something pointless
0:52:06 > 0:52:08to make somebody else rich
0:52:08 > 0:52:11whilst my life is a BLEEP struggle and, yeah,
0:52:11 > 0:52:14welcome to 95% of people's lives, do you know what I mean?
0:52:14 > 0:52:18Griff's relationship with the call centre may have reached the end,
0:52:18 > 0:52:21but it's time for Chickenhead to find out
0:52:21 > 0:52:25if his poem can get him and Sian back on track.
0:52:25 > 0:52:28I hope she'll like it, I think she will like it.
0:52:28 > 0:52:33We were going to split up, do you know what I mean?
0:52:33 > 0:52:36But it's just going to be hard to keep a straight face reading it
0:52:36 > 0:52:39because, you know, it's in front of so many people
0:52:39 > 0:52:44and I've never really written a poem before, so...
0:52:47 > 0:52:50OK, Chickenhead, do you want to come and do your own,
0:52:50 > 0:52:52because nobody else wants to do it for you.
0:52:52 > 0:52:55Come on, come and read this.
0:52:55 > 0:52:59This is lurve. Come on, Chickenhead.
0:53:00 > 0:53:02This is to Sian.
0:53:03 > 0:53:05- ALL:- Ah.
0:53:05 > 0:53:09- It's more emotional than that. LOUDER:- Ah!
0:53:11 > 0:53:12A poem by Chickenhead.
0:53:15 > 0:53:19Dear Sian, I haven't always been the best boyfriend
0:53:19 > 0:53:21In fact, I've been a bit of a bellend
0:53:23 > 0:53:26Sometimes I've gone out and been a bit of a drinker
0:53:26 > 0:53:28And not always been much of a thinker
0:53:30 > 0:53:32But with this poem I will send
0:53:32 > 0:53:34My love to you until the end.
0:53:37 > 0:53:39APPLAUSE
0:53:41 > 0:53:45Hold on, hold on, Sian, come out, Chickenhead's got something for you.
0:53:45 > 0:53:49Sian's coming out. Go down on one knee, Chickenhead, down on one knee.
0:53:51 > 0:53:54Maybe nobody wants it, but it's good chocolate. Thanks, Sian.
0:53:54 > 0:53:56Well done, Chickenhead.
0:53:57 > 0:54:00All of this for Valentine's Day.
0:54:02 > 0:54:05- Well done, Chickenhead, it was a good effort.- Ah, nice one.
0:54:05 > 0:54:09It was a heartfelt, good effort, you must be pleased with yourself.
0:54:09 > 0:54:11Yeah, over the moon.
0:54:11 > 0:54:13- Over the moon, not sick as a parrot. - Yeah.
0:54:13 > 0:54:18Good. You think, um, Sian is sticking with you now?
0:54:18 > 0:54:20Yeah, I think she loved it.
0:54:21 > 0:54:28Chickenhead there has been remarkably sincere. I think...
0:54:28 > 0:54:33I think Sian has...got to him.
0:54:33 > 0:54:35I think he could be all right.
0:54:36 > 0:54:38The salvation of Chickenhead.
0:54:38 > 0:54:41You've got cheese and onion breath.
0:54:41 > 0:54:44There has been a change in him, he has been, like, a lot different.
0:54:44 > 0:54:47He started here, like, obviously with a massive reputation
0:54:47 > 0:54:49and probably that was the same for quite a while
0:54:49 > 0:54:51because there's always that joke that,
0:54:51 > 0:54:53"Oh, he's a bit of a slag" and things like that.
0:54:53 > 0:54:58But I think he's starting to show, like, a different side, yeah.
0:54:58 > 0:55:02Everyone deserves a good poem but, er, Sian more than others.
0:55:05 > 0:55:07I quite like poetry.
0:55:07 > 0:55:11I've never really thought about going into poetry but, you know,
0:55:11 > 0:55:13can't beat a good poem.
0:55:15 > 0:55:19With Chickenhead back on the straight and narrow,
0:55:19 > 0:55:22Griff is contemplating life without the call centre.
0:55:22 > 0:55:25I've got some people, you know, that I'm very close to up there
0:55:25 > 0:55:28and I've got a lot of time for. I could be back there tomorrow.
0:55:28 > 0:55:32If Thorpey, you know, came down and apologised,
0:55:32 > 0:55:37if Dwayne left and they doubled my wages, I'd go back tomorrow.
0:55:39 > 0:55:41I'm going to go up to the nursery now to pick up my daughter,
0:55:41 > 0:55:48young Coco, and, um, yeah, spend the next couple of hours with her,
0:55:48 > 0:55:50put her to bed...
0:55:53 > 0:55:55..continue living the dream.
0:56:15 > 0:56:17Nev heads to Hawaii...
0:56:17 > 0:56:19Do not take the piss while I'm away.
0:56:19 > 0:56:23We're going to take the call centre on the road.
0:56:23 > 0:56:25..Leaving some busy bees behind him.
0:56:25 > 0:56:30There's wasps, I'm not even lying.
0:56:30 > 0:56:33One sales agent could be on their last cold call.
0:56:33 > 0:56:36She hates everyone, hates everything.
0:56:36 > 0:56:39Maybe my time is done in sales.
0:56:39 > 0:56:41And Hayley's got some big news.
0:56:41 > 0:56:43Here is my last day. I am gutted.
0:56:43 > 0:56:45You were out of order by a million miles.