Part 2 of 3

How to Manage a Rep Team

Managing a rep team should be easy, no matter how big it may be. In this guide you’ll find four proven and effective ways to communicate with your team.

By Jacob Lakeland

Managing a large group of ticket sellers might seem challenging, but it really doesn’t have to be. Ultimately, it all comes down to effective communication.

In this article, you will find four proven ways to manage your Rep Team. This will help you to identify which communication channel will work best when it comes to interacting with your team.

Whichever channel you choose will be the sole solution for keeping Reps informed and organised – so you need to pick wisely. Here are the four options.

WhatsApp group chats

WhatsApp has surged in popularity over the past few years and is most people’s preferred messaging method. But many don’t realise there are two different ways in which you can use a WhatsApp group chat: open and closed groups.

Open groups

The open group is one that most people are familiar with. It’s a conventional group chat set up by an admin, who can invite whomever they like. Once the chat is set up, everyone can send messages – which makes the open group a good choice for smaller teams.

Closed groups

The closed group works on a similar premise – except only the admin can send messages. This is a better option for larger teams as important announcements don’t get lost within a long stream of group messages.

When managing your group, keep it professional. Give it an appropriate name and description, and be sure to restrict permissions so that only admins are able to edit the group info. Instructions on how to do this are available for both iPhone and Android.

WhatsApp Broadcast Lists

As well as groups, there are also Broadcast Lists available on WhatsApp. This allows you to send up to 256 different contacts a single message.

These are ideal when you want to send out a general piece of information to your Reps without having to create a group. Also, Broadcast Lists appear as individual messages – meaning they carry their own sense of importance and come across in a more personal way (encouraging the recipient to read and reply).

If you’re not familiar with Broadcast Lists, full setup instructions are available on the WhatsApp website.

Top tip: Try to avoid using collective terms like “hey team” or “hello everyone” when you set up a Broadcast List. Remember, these messages are going to come through as if you’d sent them to the recipient directly, so write to Broadcast Lists like you were talking to one specific member of your team, e.g. “how’s it going?”, “hey”, or even “hi mate” if you’re on good, friendly terms.

Facebook groups

Like WhatsApp, Facebook groups are a great way to keep in touch with your team. Most people have an account on this social media channel, and the groups themselves are simple to set up. There are, however, many customisation settings available which you need to be aware of in order to maintain the group effectively.

Who can see the Facebook group?

When you first set up your Facebook group, you’re given a choice as to who can see it. You’ve got three options: Public, Closed or Secret.

Everyone can find, see and join public groups. Closed groups are also visible to everyone, but admins must approve applications to join. Secret groups can only be found by certain people – with the admin selecting these chosen few during setup. For more information on different Facebook groups, visit their Help page.

Who can add or approve new Facebook group members?

The default setting for adding and approving members is usually anyone – which means every person within the group can invite people to join. To keep your Rep team close together and prevent non-members from accessing staff messages, it’s worth changing these settings so only admins are permitted to invite and accept new group members. Visit the Facebook Help Centre for more information.

Who can post in the Facebook group?

Every member will have posting permissions in the default settings, and it’s worth changing this to admins only. This means only team leaders will be able to post messages and content – which keeps things organised and structured, and ensures Reps stay in control. For more information, visit Facebook’s Help page.

Be aware that whilst you can stop people from posting in the group, you won’t be able to prevent them from commenting on admin posts. Turn on notifications and you can keep track of what comments are being made.

Rep email lists

If your Reps aren’t big social media users, or you’d prefer to send messages via a recognised business platform, email lists may be the best course of action for managing your team.

This is simply a case of sending out instructions in email format to all your Reps at once. The big downside of emails is that, unless you use an email marketing platform, you won’t always be able to see if people have read your message – although you can request read receipts on major services like Outlook.

Email doesn’t have the same sense of urgency as the likes of WhatsApp, however – which may mean people don’t reply quickly. If your team consists of people who tend to open their inbox sporadically at best, this may not necessarily be the best communication channel to use.

Take the right steps to maintain morale

There’s no single guaranteed solution for effective Rep management. It’s all about finding the right method that works for you and your team. Make sure everyone is happy with the chosen channel, and work together with your team to create a smoother, more efficient communication line.

What’s Next?

Once you’ve decided on your preferred method of managing and communicating with your Reps, the next step is to maintain morale.

You can find out more by reading the next guide in our series: How to keep a rep team happy and motivated.