SUSTAINABLE MENTAL HEALTH STRATEGIES IN THE BPO INDUSTRY: LESSONS FROM THE COVID-19 PANDEMIC

Abstract

This study investigates pandemic fatigue and coping strategies among employees in the global Business Process Outsourcing (BPO) industry, focusing on a case in Dumaguete, Philippines. Utilizing Lazarus and Folkman's Transactional Model of Stress and Coping, the research identifies varying coping mechanisms influenced by cultural factors. Findings reveal that problem-focused coping is more common among those with lower fatigue, while emotion-focused coping prevails among those with higher fatigue. Socio-cultural values significantly shape these responses. Recommendations emphasize culturally sensitive mental health interventions, promoting resilience and well-being in alignment with Sustainable Development Goals (SDGs) 3 and 8. These include enhancing mental health infrastructure, fostering adaptive coping strategies, encouraging social support networks, implementing flexible work policies, and continuous evaluation of interventions to support a resilient and equitable global workforce.