Webafrica On-Demand Billing Support at Scale

On-Demand Billing Support at Scale for Web Africa

Webafrica South Africa’s largest Internet Service Provider, delivers high-performance connectivity through Unlimited Fibre and Plug-and-Play LTE solutions for Customers.

Webafrica have dabbled in all sorts of internet ventures, but now focuses on getting South Africans online with Fasterfast internet and delivering a great experience once they’re there.

Executive Summary

Webafrica required rapid, high-volume on-demand billing support to manage a critical monthly billing run across multiple products, payment methods, and customer segments.

CXG engaged to stand up, scale, and operate a specialised chat-based billing support operation with 120 trained chat agents across an orchestrated 7 to 9 day billing window.

The result: seamless billing execution, protected customer experience, and zero disruption during one of the most sensitive operational periods for a high-growth ISP.

The Challenge

Billing runs for a national ISP introduce heightened customer anxiety, increased contact volumes, and zero tolerance for error.

Webafrica needed a partner that supports:

• Rapidly provides scale for billing-skilled chat agents

• Support multiple billing processes (VR, Debit Orders, Suspensions, Premium extractions)

• Operate extended hours across staggered schedules

• Maintain accuracy, empathy, and speed during peak billing pressure

• Flex capacity day-by-day as workloads shifted

Failure would have meant increased churn, reputational damage, and billing escalations.

The CXG Solution

CXG deploys a fully managed, on-demand chat workforce purpose-built for billing operations.

1. Key Capabilities Delivered

• 120 billing trained chat agents

• Dedicated billing skillset focus (no blended distractions)

• Real-time workforce planning and intraday optimisation

• Centralised QA, escalation handling, and live performance monitoring

• Seamless alignment with Webafrica’s billing cycles and systems

2. 7 to 9 Day Billing Run Coverage Model

This flexible deployment ensured right-sized capacity every day, aligned to actual billing pressure not fixed contracts.

3. Products Supported

Unlimited Fibre

• No landline required

• No long-term contracts

• Speeds up to 1Gbps

Plug-and-Play LTE

• Up to 150Mbps

• No cables, no landlord approvals

• Rapid activation and easy billing queries

CXG agents were trained to confidently support product-specific billing nuances, ensuring first-contact resolution.

Operational Impact, what CXG delivers:

• Protected CSAT during peak billing stress

• Reduced billing escalations and repeat contacts

• Rapid response to payment failures and suspensions

• Accurate, compliant billing communication at scale

• Zero operational disruption to Web Africa’s core teams
  
  

Why This Works!

1. On-Demand Scale Without Risk

Webafrica accesses enterprise-grade billing capacity only when needed, without permanent overhead.

2. Billing-First Skill Design

Technical Support purpose-trained for billing.

3. Intraday Flexibility

CXG dynamically adjusting staffing by hour and day as billing volumes shift.

4. CX-Led Financial Conversations

Even billing interactions were handled with empathy, clarity, and brand alignment.