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Implementation of ‘Pet Society’ as a Stress Alleviation Program for Call Center Agents

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Listed:
  • Angelito Boctoy

    (Bachelor of Science in Business Administration, Major in Human Resource Management, Polytechnic University of the Philippines– Quezon City Branch, Philippines)

  • Llyla Wendy Dela Cruz

    (Bachelor of Science in Business Administration, Major in Human Resource Management, Polytechnic University of the Philippines– Quezon City Branch, Philippines)

  • Janice Nacion

    (Bachelor of Science in Business Administration, Major in Human Resource Management, Polytechnic University of the Philippines– Quezon City Branch, Philippines)

  • Maricel Otis

    (Bachelor of Science in Business Administration, Major in Human Resource Management, Polytechnic University of the Philippines– Quezon City Branch, Philippines)

  • Julie Ann Sagum

    (Bachelor of Science in Business Administration, Major in Human Resource Management, Polytechnic University of the Philippines– Quezon City Branch, Philippines)

  • Sheryl Morales

    (Research Management Office, Polytechnic University of the Philippines – Quezon City, Philippines (Thesis adviser))

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

Suggested Citation

  • Angelito Boctoy & Llyla Wendy Dela Cruz & Janice Nacion & Maricel Otis & Julie Ann Sagum & Sheryl Morales, 2022. "Implementation of ‘Pet Society’ as a Stress Alleviation Program for Call Center Agents," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 6(9), pages 128-134, September.
    • Handle: RePEc:bcp:journl:v:6:y:2022:i:9:p:128-134
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    References listed on IDEAS

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    1. George Halkos & Dimitrios Bousinakis, 2010. "The effect of stress and satisfaction on productivity," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 59(5), pages 415-431, June.
    2. George Halkos & Dimitrios Bousinakis, 2010. "The effect of stress and satisfaction on productivity," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 59(5), pages 415-431, June.
    3. Anne M. Foreman & Margaret K. Glenn & B. Jean Meade & Oliver Wirth, 2017. "Dogs in the Workplace: A Review of the Benefits and Potential Challenges," IJERPH, MDPI, vol. 14(5), pages 1-21, May.
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