Case Study: Pogust Goodhead achieves $750K in savings and streamlined contact center operations with Talkdesk

For Pogust Goodhead, the fight for justice begins in the call center

Pogust Goodhead is an international class‑action law firm based in London with a global team of over 700 staff and roughly 270 contact‑center agents serving about three million customers. Their contact centers—vital for connecting diverse clients to legal teams—were slowed by siloed systems, lengthy identity checks, cumbersome IVR changes and inefficient workflows that impeded information flow and timely case support.

Pogust Goodhead migrated to Talkdesk CX Cloud (integrating Talkdesk for Salesforce and Outlook), implemented Studio flows, Dialer, call recording/transcription, analytics and AI chat capabilities, and completed the migration in under two weeks. The unified platform sped verification and routing, let admins update IVRs without vendor help, boosted agent productivity (about 15 calls/hour), improved reporting and sentiment analysis, and delivered $750,000 in efficiency savings in the first year.

Pogust Goodhead

Harry Fox

Head of Operations