Kelliproperties, Consulting
Organizational performance advisory for customer-facing workforces
Every customer-facing professional represents the organization.
We help you to engage them accordingly.
Kelliproperties, Consulting strengthens the teams your customers meet first: front desk, contact center, patient access, member services, administrative professionals, and every other role where someone arrives looking for help. We do that through independent research, assessment, training, and annual measurement. Prices are published, booking takes minutes, and your Introductory Consultation is included at no charge.
The integrated model
One firm for the whole cycle: research, assess, train, implement, measure.
Research informs assessment. Assessment shapes consulting. Consulting produces training. Training gets implemented. Implementation gets measured, every year.
Kelliproperties, Consulting runs the full cycle rather than a single piece of it. We research, we assess, we advise, we train, we support implementation, and we measure the result. Then we start again the following year.
Each annual cycle produces a benchmark, and each benchmark makes the following year’s recommendations sharper. That is what turns a single project into an advisory relationship, and it is why we price the annual programs to be run more than once.
Practice areas
Five practices, one workforce.
Engagements usually begin in one practice and expand into the others as the picture gets clearer.
Organizational performance
- Organizational assessments
- Employee engagement assessments
- Organizational alignment reviews
- Workforce effectiveness reviews
- Customer experience assessments
- Administrative operations assessments
Workforce development
- Workforce development strategy
- Career pathway development
- Professional standards
- Annual workforce refresh programs
- Organizational learning strategy
Customer experience
- Customer experience strategy
- Service standards development
- Customer journey improvement
- First impression assessments
- “The Art of the Welcome” implementation
Organizational change
- Organizational communication
- Change readiness
- Workforce transition planning
- Leadership communication support
- Technology and AI adoption strategy
- Post-merger workforce integration
Administrative excellence
- Executive assistants
- Administrative professionals
- Front office operations
- Customer service teams
- Administrative career pathways
Where every engagement starts.
Every engagement begins with a First Impression Assessment. It is quick, it is the lowest-commitment thing we offer, and it establishes the baseline that everything after it is measured against.
See engagementsSignature annual services
Two programs that return every year.
Two of our programs run on an annual cadence, because what they measure moves slowly. A single engagement tells you where you stand this year. Running it again tells you whether what you changed worked.
Annual Customer Service Refresher and Organizational Alignment
One session each year that refreshes your service standards and brings your workforce current on the organization. We build it on the professional standards we prescribe for customer-facing work, then customize it with the procedures and requirements specific to your company.
The refresher is also an assessment. We test comprehension in an interactive format that takes minutes rather than hours, then report back on where understanding is strongest, where it thins out, and which training closes the gap.
Interactive comprehension assessment · Gap analysis · Targeted training recommendations · Service standards refresher · Company-specific procedures · Year in review · Leadership updates · Technology and AI updates · New policies · Organizational changes · Strategic priorities · Looking ahead
Annual Employee Experience Assessment
We speak with your employees directly, by name, which is what makes the findings specific enough to act on. What comes back to you is aggregated and de-identified. Because we are an outside party, people tend to speak more freely with us than they would in an internal process, and that candor is what you are buying.
Direct employee interviews and surveys · De-identified executive report · Findings · Recommendations · Year-over-year benchmarking
Engagements
Transparent prices. Book online in minutes.
Kelliproperties, Consulting publishes every price on this page. You select your tier and book online, and your Introductory Consultation follows, where we confirm scope and fit. There is no proposal process and no negotiation.
What you can buy
First Impression Assessment
An independent review of how your organization receives people across every channel they arrive through: in person, telephone, email, web, and scheduling. Delivered as a findings brief with prioritized recommendations.
Service Standards Sprint
A written standards set your teams can actually use: greeting, telephone, email, accessibility, professional communication, and brand interaction.
Annual Employee Experience Assessment
Direct employee interviews and surveys, fielded independently. De-identified executive report with findings, recommendations, and a baseline to benchmark against next year.
Art of the Welcome Workshop
A working session for customer-facing teams, built on your standards and your procedures. Virtual or on-site.
Annual Customer Service Refresher and Organizational Alignment
The yearly session that resets your service standards and brings the workforce current on everything that changed underneath them.
Post-Merger Workforce Integration
Change readiness, workforce transition planning, leadership communication, and organizational alignment through the integration period.
How price is set
Three things determine cost: how we deliver, how large your workforce is, and how many locations are involved. Nothing else.
Questions before you book
Send your question in writing and we will answer within one business day. No call required, no obligation, and no sales follow-up unless you ask for one.
Payment schedule
- In full Pay the entire engagement at checkout.
- Installments Weekly, biweekly, or monthly payment plans are available.
- Deadline For all services, payment must be complete no later than seven days before project completion.
- Your plan Your specific payment schedule is finalized during the Introductory Consultation.
Purchase orders
Public agencies and institutions that purchase against a purchase order can book online like everyone else. Select the procurement option at checkout and we will invoice to match your process. No call required.
Cancellation and refusal
Your Introductory Consultation is free and carries no obligation. If the engagement is not right for you, cancel within 24 hours of that session for a full refund of everything paid, deposit included.
Kelliproperties, Consulting reserves the right to decline or discontinue any engagement at its sole discretion and without stating a reason. Where we decline following the Introductory Consultation, you receive a full refund of everything paid, deposit included.
Deposits and fees paid are non-refundable where we discontinue an engagement because of material misrepresentation in your intake documentation, breach of the engagement agreement, non-payment, or conduct toward our personnel that is abusive, harassing, discriminatory, unlawful, or unsafe.
Trust & governance
Built to pass a procurement review.
Before methodology comes trust: how your information is handled, who has access to it, and what happens if something goes wrong. Here is what Kelliproperties, Consulting has in place.
Policies and procedures
- Confidentiality policy
- Information security policy
- Privacy policy
- Data retention policy
- Secure file transfer procedures
- Conflict of interest policy
- Incident response procedures
Professional infrastructure
- Professional liability (E&O) insurance
- Comprehensive background screening
- Documented privacy management program
Research used outside a client engagement is anonymized, aggregated, and released only where client agreements permit. Certificates of insurance, W-9, and a capability statement are available on request.