I've read about Keystroke Level Monitor and I believe that for the (call centre) application in question the keyboard is, without doubt, the correct input tool for the job.
However, there are so many actions and input fields in the web application that I'm convinced not all users of the system will be able to remember the keyboard shortcuts. Is there a recommended limit on the number of keyboard shortcuts, and if so, how do people with complex UIs work around that? Is this something I shouldn't be concerned with?
PS. We've simplified the UI to the bare essentials, with a lot of options only appearing on demand because we assume it's a vital initial step. We've taken it as far as the usability group will allow.