International Journal of Research and Innovation in Social Science (IJRISS) |Volume VI, Issue IX, September 2022|ISSN 2454-6186
Implementation of ‘Pet Society’ as a Stress Alleviation Program for Call Center Agents
Angelito Boctoy1, Llyla Wendy Dela Cruz2*, Janice Nacion3, Maricel Otis4, Julie Ann Sagum5, and Sheryl Morales6
1, 2, 3, 4, 5Bachelor of Science in Business Administration, Major in Human Resource Management, Polytechnic
University of the Philippines– Quezon City Branch, Philippines
6Research Management Office, Polytechnic University of the Philippines – Quezon City, Philippines (Thesis adviser)
*Corresponding Author
Abstract: Call Centers became evident in the Philippines for international companies eyed building their BPO organization within this country for its cheap workforce and efficient employees. But because of the growing demand brought by the job, call center agents experience bad effects on their health and well-being.
The Pet Society is a program that aims to reduce the effects of stress to call center agents by using animal-assisted therapy. Named after a famous Facebook game, “Pet Society” is created for call center agents to make use of the rest of their rest time to pet animals which in turn, can lessen stress. This study aims to prove the feasibility of ‘Pet Society’ as a stress alleviation program for call center agents. To determine whether or not the program could be implemented, qualitative study was conducted. Researchers performed an online interview with five participants, and their responses were analyzed thematically. The findings of the study, stress has serious consequences on the physiological and psychological health of the individual. As a result, call center agents are seen to have low work productivity, as evidenced by lengthy calls and poor call performance. Additionally, research indicates that a pet can serve as a friend, social support, and stress reliever. As stated by the participants, the adoption of the Pet Society program in the call center business has great potential but requires careful planning.
Keywords: Stress, pet society program, call center agents, BPO industries
I. INTRODUCTION
Business Process Outsourcing, also known as BPO, is explained as the assignment of activities, specifically the non-core ones, to a third-party company (Errighi et al, 2016). Since getting the service of a third-party company will only be used in catering for the activities that can be managed by other people outside the company, according to Errighi et al. (2016), outsourcing companies strategically get the services from those countries that have low-cost labor, technological expertise, and high educational attainments. These 3 qualities stated are found within the Asia and the Pacific region, making Krakow, Poland as the only city outside this continent in the top 10 cities being targeted by international companies for third-party services last 2014 (Tholons, 2014). In 2020, India topped the list, followed by USA, Brazil, Canada, United Kingdom, Philippines, Russia, Mexico, Vietnam, and Singapore (Tholons, 2020). Within the list, 4 out of 10 countries are from the Asia Pacific which has the highest percentage within the top 10.