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I usually give them my full name when they ask because they're probably upset about something and have talked to several other people already and are trying to keep the record straight on their interactions with us. I don't take it personally.
Our company requires first and last name in signature line and verbally upon request.
In my company, we are allowed to give out our first names. But also we are allowed to use different dummy names. Usually customers will ask you this to be more comfortable conversing to you.
When people ask me, I say I'm the only X in the department. That seems to satisfy them. Has worked most of the time.
My full name is available on the company website. It's also my email address, so it’s not a mystery. I can tell when customers are trying to do a power move, and it fills me with such glee when I willfully give it and they act surprised. But, I also value my privacy.
They can ask, but I simply tell them that per company policy we don’t have to give them that info. They can either accept it or not. Since most calls are monitored and recorded, if there happens to be an error made by the agent or company, then at least there will be a recording to fall back on. Otherwise, every agent has the right to privacy just as much as anybody else and they don’t want to be stalked by some unruly customer.