I have a suggestion to make your job easier and your customers happier.
The porting a phone number should be an online form. Interacting with a agent, I had to ask three diferent times throughout the last 30 days giving the same information three times to get a final delay of only 3 days. An online form would have eliminated my fustrations. It cost me $120 per month to maintain my old carrier jsu to wait until I am asked the third time for information. Secondly, if it is online, there is no paperwork that gets lost - it is on a computer.