---
name: al-456-stop-new-customers-quitting-in-their-first-month-script-a
description: "On Oct 30, 2026 ElevenLabs published a customer story about TELUS Digital, which built an outbound voice agent on ElevenAgents that calls new TELUS home internet customers in their first 90 days. TELUS had found that new customers were most likely to cancel before anyone from the company had spoken to them. On each call the agent confirms the customer's name, says it is an AI and asks permission to continue. It then explains prorated first-bill charges, introduces the self-serve app and tells eligible customers how to claim a bundling discount. Before reading any live billing data it verifies the customer with an SMS passcode. Account changes, complex troubleshooting and requests for a person go to staff. In a proof of concept of about 2,300 calls, called customers cancelled within 30 days at less than half the rate of the wider group of new customers, and rated the calls 8.5/10 on average. These figures are published by the vendor. The prompt adapts the idea for any business with…"
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# Stop new customers quitting in their first month: script a short welcome call that explains their first bill, shows them your self-serve tools and points out discounts they qualify for, made by an AI voice agent or by your team

On Oct 30, 2026 ElevenLabs published a customer story about TELUS Digital, which built an outbound voice agent on ElevenAgents that calls new TELUS home internet customers in their first 90 days. TELUS had found that new customers were most likely to cancel before anyone from the company had spoken to them. On each call the agent confirms the customer's name, says it is an AI and asks permission to continue. It then explains prorated first-bill charges, introduces the self-serve app and tells eligible customers how to claim a bundling discount. Before reading any live billing data it verifies the customer with an SMS passcode. Account changes, complex troubleshooting and requests for a person go to staff. In a proof of concept of about 2,300 calls, called customers cancelled within 30 days at less than half the rate of the wider group of new customers, and rated the calls 8.5/10 on average. These figures are published by the vendor. The prompt adapts the idea for any business with new customers, clients or tenants.

## Inputs to collect first
Ask the user for anything below that they haven't already given you. Don't guess missing facts.

- Customers, clients or tenants
- Business
- E.g. first bill is higher because of a part month, they don't know…
- The first bill or first month
- Self-serve tool
- Discount or perk
- Account changes, complaints, money owed, they ask for a human
- CHECK: what verification your phone or voice tool supports
- Country/state
- CHECK

## Instructions

Do the task below with the user's inputs in place of each [bracket].

Help me design a welcome call for new [customers, clients or tenants] of [business] in their first [30/90] days. Things that usually confuse or upset them early: [e.g. first bill is higher because of a part month, they don't know the portal or app, setup problems, discounts they never claim]. 1) Write a 2-3 minute call script: greeting and name check; if an AI makes the call, it says it's an AI and asks if they're happy to continue, and ends politely if not; explain [the first bill or first month]; show [self-serve tool]; mention [discount or perk], only if they qualify; one useful tip; ask for a 1-10 rating. 2) Write the hand-off rules: when the call goes to a person [account changes, complaints, money owed, they ask for a human]. 3) Explain how the caller checks identity before discussing any account details [CHECK: what verification your phone or voice tool supports]. 4) Write a voicemail under 30 seconds and a text or email version for people who don't answer. 5) Give me a simple tracking sheet: called, reached, rating, issue, handed off, cancelled within 30 days, so I can compare against customers who weren't called. Remind me to check calling, recording and consent rules for [country/state] [CHECK]. I approve the script before any call goes out.

## Safety checks (share these with the user)

- Check every figure, price and total against your own records before anything is sent, posted or booked. A person approves refunds, discounts, payments and price changes.
- Remove names, contact details, account numbers and other personal data the task doesn't need before you paste, and check your AI tool's data and training settings.
- Check names, dates, numbers and any claim against your own source material before you use the answer. AI can misread or invent details.
- Say clearly which parts need a person to review or approve before anything is sent, paid, posted or filed.

## About this skill

- Works with: ElevenLabs ElevenAgents, AI voice agent platform, Claude, ChatGPT, CRM, Google Sheets
- Based on this real-world example: https://elevenlabs.io/blog/telus-digital-early-cancellations
- Free prompt from AgentPlaybook Real Estate: https://agentic-library.netlify.app/prompt/al-456-stop-new-customers-quitting-in-their-first-month-script-a-sh/
- To install in an agent that supports Agent Skills, save this file as SKILL.md in a folder with the same name as `name` above (for example in your skills directory). Install steps for Claude.ai, Claude Code, Cursor and Codex: https://agentic-library.netlify.app/skills/