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Protection from abuse in customer facing positions

I work in a call centre, I would like some advice on some new policies
the company has brought in.

1. Something that has always been a grey area was at what point
abusive customers could be cut off, ie. how abusive do they need to
be, how many times do they need to swear before it's unacceptable?

Today the company cleared that up in a recent memo: Under no
circumstances.  That means no matter how abusive, presumably including
racial abuse and threats of violence, cutting the call would be
classed as misconduct. I know that companies have a duty to protect
employees from abuse and harassment, but surely that applies to abuse
from customers, not just other employees?


2. The second part of the same policy was about our full name.
Previously giving our name out was our own choice, I consider my full
name to be private and I prefer not to give it out.  Especially as the
electoral register can be used to find a full address from a name and
a rough location.

The new policy on this is that we must give out our full name if asked
for by a customer.  In addition to this we must give the full name of
other employees that have spoken or will speak to the customer.
Surely giving out the names of other employees without their
permission is a breach of the DPA?

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