A comparative study of the psychological well-being of single and married mothers who work shifts in a call centre environment

Abstract

South Africa is recognised as having world-class status in the call centre arena and this industry has grown exponentially in the last two decades, as has the number of women entering the workforce, including married and single mothers. Call centres provide a 24/7 service to the public, and therefore employees are expected to work shifts in this environment. It is also evident that even though mothers are making a significant contribution to the workforce, the role of the working mother is still that of primary caregiver and nurturer in the home. The main purpose of this study was to examine and compare the psychological well-being of single and married mothers, who do and do not work shifts in a call centre environment. The study findings were based on quantitative research in a call centre in the Western Cape, South Africa, with a sample of 192 single and married working mothers, of whom 135 mothers worked shifts and 57 mothers did not. Psychological well-being was indicated by the use of two instruments: Rosenberg‟s(1965) Self-esteem Scale and Diener‟s (1982) Satisfaction with Life Scale. The data was analysed using the Statistical Package in the Social Sciences (SPSS version 20). The analysis of the data included the use of descriptive and inferential statistics. Findings of the study show that marital status has a significant effect on the psychological well-being of working mothers in this call centre environment. However, it was found that shift work did not make a significant difference to the psychological well-being of the working mothers in this call centre. The Multivariate Analysis of Variance (MANOVA) was used to analyse the interaction of the four groups (single, married, shift working and non-shift working mothers) and the results of this analysis showed that there was no significant difference in the interaction between the groups.Recommendations are provided in the study.