Remote is the default

Commission only agents are almost always remote. They work from their own locations, set their own schedules, and manage their own time. This is fundamentally different from managing in office sales staff, and it requires a different approach.

The good news is that managing remote agents is actually simpler than managing employees, once you have the right systems in place.

Communication structure

Establish clear communication expectations from the start. Agents should know how to reach you, how quickly you will respond, and what channels to use for different types of communication.

For urgent questions during a sales conversation, use a messaging app where you can respond within minutes.

For general questions and updates, email or a shared channel works well. Aim to respond within 4 hours during business hours.

For strategic discussions, schedule periodic calls. Weekly for new agents in their first month, fortnightly or monthly for established agents.

Tracking performance

You need visibility into agent activity without resorting to micromanagement. Track outcomes, not inputs. You care about deals closed, revenue generated, and pipeline value, not how many hours an agent worked or how many calls they made.

Set up a simple reporting process. A weekly update from each agent covering deals closed, active prospects, and any support needed. This can be a brief message or a short form submission. Keep it under five minutes to complete.

On Zepys, sales tracking is built into the platform, which gives you visibility without requiring manual reporting from agents.

Setting expectations

Clear expectations prevent most management issues before they arise. Communicate the following to every agent at the start.

What success looks like in terms of monthly revenue or deal count. How and when commissions are calculated and paid. What brand guidelines and sales practices you expect. How often you expect communication. What support you provide and how to access it.

Write these down in a simple one page document so there is no ambiguity.

Quality control at a distance

You cannot sit next to a remote agent and listen to their sales conversations. But you can maintain quality through other means.

Mystery shopping. Occasionally have someone pose as a prospect and go through the agent's sales process. This reveals how they represent your brand and handle objections.

Customer feedback. Ask new customers how their buying experience was. If an agent is misrepresenting your product or providing poor service, customers will tell you.

Sales materials compliance. Ensure agents are using your approved materials rather than creating their own. Provide everything they need so they have no reason to improvise.

Building team culture remotely

Even though agents are independent, creating a sense of team improves performance and retention.

Share weekly wins with the entire agent network. When someone closes a big deal, celebrate it publicly. Create a group chat where agents can share tips and ask each other questions.

Consider hosting a quarterly video call where you update agents on product developments, share market insights, and recognise top performers. These calls take 30 minutes and create connection that strengthens the network.

Handling time zones and geography

If your agents are spread across different time zones, adapt your communication approach. Asynchronous communication (messages, email, shared documents) becomes more important than synchronous communication (calls, video meetings).

Record any training content as videos that agents can watch at their convenience. Create a resource library that agents can access anytime rather than relying on live sessions.

Scaling your management approach

The management approach that works for five agents may not work for fifty. As your network grows, consider appointing experienced agents as team leaders who support and mentor newer agents. This distributes the management load and creates a career progression for your best performers.