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

Angelito Boctoy, Llyla Wendy Dela Cruz, Janice Nacion, Maricel Otis, Julie Ann Sagum and Sheryl Morales
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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)

International Journal of Research and Innovation in Social Science, 2022, vol. 6, issue 9, 128-134

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

Date: 2022
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